Student Services

To Whom It May Concern: Thank you in advance for allowing me to address Ms. [redacted] (Client) complaint. Client was accepted when she fully executed the Service Agreement on February 1st, 2016. Please review the confirmation of Esignature.[redacted] Acevedo -...

Completed[redacted]Opened At: 02/01/2016 18:47:57Signed At: 02/01/2016 18:50:05Signing IP: 72.221.67.229In addition, I have uploaded the copy of the Esignature certificate where client electronically signed off on all Service Agreement terms, conditions, and fees associated with our managing/processing services. On the same Service Agreement, Client is fully informed this is service is offered directly through the Department of Education free of charge. I conversed with the Client about her dispute and, she openly admitted to hiring our services to get everything started and, when she called her lender to confirm the work completed for her by our Company, she decided to cancel our services to take over her student loans' management after we submitted the forms to place her in the correct repayment plan and knows the consolidation will also be finalized. With that confirmed, I would like to also add the fact that Client expressed a certain payment schedule that she failed to follow. She called us to request to help her and specified to withdraw a total of $238.25+$6.75 ($245) on 3/04/2016 and 238.25+6.75 ($245) on 3/18/2016. Lastly, the Client expresses after these two payments her new student loan payment would be $50.74. This was not explained/worded that way! Client's recorded conversation details confirm the $50.74 dllr payment was calculated based on what Client expressed her total yearly income was for 2015. With that amount, we were able to calculate an estimated payment amount that would be close to what the Department of Education would determine as a "reasonable" payment based on the Income Based Repayment program (a.k.a. IBR). This payment was to be renewed/updated on a yearly basis as it is an "income driven/contingent" repayment plan. Never was it confirmed/informed to Client this payment would be final and, even worse, that this would "settle the entire debt". Client was informed appropriately and I have made sure she was also verbally confirmed all this but she decided to rebuttal with non-sense statements accusing us of being a "SCAM" and utilized foul language. I still tried to help her but she blocked all communication from me and filed this complaint. Unfortunately, we are not refunding this Client any of the collected fees as we have completed the work and have gotten proof of this. Thank you in advance for your attention to this matter. We appreciate it.Best regards,Compliance Department

[redacted]
I contacted Student Services ever since my grace period expired and I could keep up with my payments. I was paying them and I wasn’t sure how to tell my lender what I can do to pay off my loans. After a few phone call my was told that I could have a copay or pay more so I can pay off more loans faster. None of this was going to work for me and they told me I need to provide special instructions for changing my payment options. After they told me an overwhelming amount of information it was back and forth trying to understand what they needed.
Truth is I didn’t have time for this and looked into loan consolidation. I wanted a system that will not affect my debt badly and at the same time not cost me a fortune trying to pay off my loans. I called Student Services at 800 296 8417 and I told them everything I’m going through. They were patient and kind to me. They understood my situation and that my lender [redacted] was not deliberately difficult that’s the process everyone has to go through. The person I was talking to was very honest and made things easy to understand. I learned that by consolidating my loan helps with my credit score and that income base repayment plans are best for me and they can process all that for me. It was a relief to finally talk to someone not trying to sell me a high payment. Student services took a load off.
I got an approval letter and I’m really happy with my rate now. Student Services and the people I talk to there conduct themselves very well and will find anything they can for the lowest payment. They even told me I could choose my payment date.

To Whom It May Concern: Client, [redacted], contacted our company to complaint about completed services. I was able to complete a thorough account review and confirmed all services had been fully completed/rendered and Client was offered a partial credit as resolution to her complaint. She...

claimed she had no knowledge of having hired a third party regardless of having signed contract of services and having agreed to all fees until she contacted her servicer and were told this is something she "could have done free of charge". The contract of services established very clearly that this is a third party that IS NOT affiliated to any government agencies and, with all services completed; client openly said she would do whatever to get her money back. I am including copies of all recent communication held with client as well as copy of the credit agreement client has refused in lieu of "being told she can and will get all her money back".In conclusion, I have included the copies of payments' schedule client was verbally disclosed and confirmed authorization on these. Also, she E-signed all these disclosures and agreed to all services. We are still open to complete the extended offer but will not reimburse any more than what she has been confirmed fair based on all completed work. Client is not eligible for a "full refund".  Best, [redacted]

I was very satisfied with the level of professionalism I got from this company. I'm a really cautious person due to all the hype of scams out their I saw on the internet but this company rises from all of that out there. I've referred a couple people I know to give them a call. They helped me lower my monthly payments which I didnt know was possible.

To Whom It May Concern:This is the final response to [redacted] (Client) complaint. Numerous attempts to contact client were made with the best efforts to get her locked/confirmed in her "Ideal" monthly payment. Client refused to accept all programs she was correctly approved for. The history of notes that I am including will confirm that, not only were we continuously working on Client's account, but it will also show you the constant communication held with Client. Client's recording on her answering system states: "don't bother leaving a message because I will not get back to you as I am out in the lake.....etc". We always communicated to Client that, her payment results were correct as these were based off her Income. She insisted "re-negotiating" with the Department of Education, however, we continuously disclosed to her the calculations were correct and the only thing she could do if she could not afford her qualified payment was to place a forbearance until she would be able to make her payments accordingly. This company did not apply forbearance of Client's behalf. Instead, we brought her out of default, completed the consolidation of her student loans, and repeatedly filed for the correct repayment program resulting in what the Client has gotten approved. The servicer has clearly specified that, in order to be placed in the Pay As You Earn (PAYE) program, Client must make 3 consecutive payments of $575.00 thus Client's request to obtain $1,500.00 back from us. Client agreed via the master Service Agreement to our fees associated with handling her student loans. If Client failed to abide by the approved terms and programs -We are not liable! Lastly, Client was properly informed on several occasions her payment obligations and Client always used her "I don't received calls" excuse to evade her financial responsibilities with her servicer. We concluded our services by making certain account was current, and most importantly; locked in the correct repayment plan. Client was unhappy with outcome and insisted on obtaining a full refund. I personally spoke with Client and emailed her the confirmations that she needed to show proof of completed services thus ineligible for any type of refunds.  Best regards, [redacted]

Student services is great! The customer service is amazing, my experience with student services has been great so far and I've had them take care of my loans since 2014! My situation looked very very bad, I fell into a default situation and was looking at a horrible situation. Student Services was able to pull me from default and now I'm in a income based repayment pal and I couldn't be any happier with the federal forgiveness program!! Thank you Student Services team!

To Whom It May Concern:
Thank you in advance for allowing us the opportunity to
address Ms. [redacted] (Client) complaint. Client accepted retaining our
processing and student loan management...

services by signing a Service Agreement
on November 25th, 2015. We submitted the consolidation application
on January of 2016.  Client paid a total
of $270.00 after consolidation was approved. Two additional payments were
collected in the amounts of $114.67 for a total collected from Client of
$499.34. We completed our services as agreed with Client via service agreement
by successfully completing the repayment program placement with the following
results: New payment $65.36 starting 5/28/16 for 9 mos. And $119.54 starting
2/28/2017 for 120 mos. Total Principal balance $11,783.97 and accrued interest
$98.75. I have reviewed the conversation held with Client confirming Client was
never misinformed about payments to us being applied to her loan(s). Client is
ineligible for a refund as we completed all work abiding to Service Agreement
at all times. Lastly, client also initialed on the waiver sections confirming she
was properly informed of all service terms, conditions and fees involved and
Client signed Service Agreement confirming she was informed in writing this
service was offered at free of charge directly through the Department of
Education. I have attached proof of approval terms for Client to make sure she
makes her new payment on or before due date of 5/28/2016 for $65.36. We
apologize for any inconveniences we may have caused Client.
Best regards,
[redacted]
Compliance Department

Thank you for allowing us to complete the response to Client's complaint. Here are our CRM system notes confirming we satisfied Client's request by closing her account with us. Please review:
[redacted]@studentservices.help>11:22 AM (0 minutes ago)to [redacted], bcc: Billing This is the response of Student Services with respect to your request to cancel services for a student loan consolidation with lower repayment terms. Your request has been approved, and this email constitutes confirmation of said Cancellation. Please be advised that your Federal Student Loans will no longer be managed by Student Services, and that any confidential or private information that you have provided will be properly disposed of. At this time, with services being terminated, no further payments will be collected from you and your account has been closed. Should you have a change in circumstances that may require lower repayment terms in the near future; we encourage you to reach out to us, as we are here to ensure that your student loan payments continue to meet your needs. We are here to help simplify your loan repayments by centralizing your loans to one bill with lower monthly student loan payments. With no limit to when or how often you may change repayment plans with your loan servicer, subject to eligibility requirements, we are happy to assist you in the future should you have a change in circumstances. Thank you for considering Student Services. Should you have any additional questions or concerns, please do not hesitate to contact the undersigned.Client: [redacted] Contract # [redacted]
 
 
This confirms client's account was closed. We conclude by apologizing for any inconveniences caused.
 
Regards,
 
Compliance Department

To Whom It May Concern:Thank you in advance for the opportunity to respond to [redacted]'s (Client) complaint about our services. Client signed up for services on January 23rd, 2015. Client's loans were on default when we accepted to assist her with our management/processing services. Client...

was informed all programs would be based off her income. Client had expressed she only made $36,000.00 AGI. When Client was disclosed her verified income was higher than she had verbally confirmed she pretended to ignore difference. Client was confirmed her reported income was $46,247.00. We confirmed loans out of default on 3/30/2015 when the consolidation of her loans was successfully completed. Client was informed and confirmed the next step was pending approval (Repayment Program Placement under the Income Based Repayment plan I.B.R.). We confirmed to Client she was approved for IBR for 12 months for $357.39. To take effect on 5/19/2015. Client was upset due to "not being able to afford such high payment" and "upset due to being quoted only $200.00 per month". At that time, Client was confirmed the original quote was based on a reported income of $36,000.00 but, since this came back higher at $46,247.00, the IBR was calculated off that precise number and approved at $357.39. Since Client was unable to afford that new payment, she stopped making payments in May, June, July, August, September, and October of 2015. The constant communication issue with Client is that she is in Alaska and, per her voice message recording (attached as proof); she states she is gone in intervals of weeks and will not return messages. In addition, Client was constantly addressed on the fact that the monthly payment obligations were only determined by the Department of Education -not us. Client repeatedly stated having hired a "third party" to "negotiate" for her as she had already done so with other debt and it had worked "beautifully". We apologized that we could not change any income-driven calculations and guidelines and confirmed the final approval: Three consecutive payments in the amount of $575.00 to then; be considered for a lower repayment plan. This was determined after we received the following information confirming Client was, in fact, eligible for the assistance programs BUT because Client had refused to accept the higher monthly payments before; the servicer demanded to have the 3 consecutive payments made before they can place her in the following repayment plans: 1. Revised Pay As You Earn (rePAYE): $359.00 per month. 2. Standard Repayment Plan: $447.00 per month. 3. Graduated Repayment Plan: $378.00 per month. Client was informed and she responded being comfortable with the 1st option at $359.00 per month. When Client was confirmed servicer needed her to make the three consecutive payments of $575.00 is when she began complaining about our services. We exhausted our efforts to submit correct numbers to the Department of Education on Client's behalf, however, calculations are not set by us and, unfortunately, Client expected our Company to disclose what was not verifiable for a lower monthly payment. Copies of ALL emails exchanged with Client confirming all of the above are available for review if needed. Client is not eligible to receive any of our fees for completed services as all we did was try and apply for the "ideal" program for her and she continuously declined approved programs. Her administrative forbearance was confirmed by Client to avoid delinquency and Client is not eligible for any refunds.  [redacted] <[redacted]@studentservices.help>10:42 AM (0 minutes ago)to [redacted], bcc: [redacted] Dear Ms. [redacted],I have been informed that, unfortunately, you have to make 3 consecutive payments of $575.20. After the payments have been completed, they will place you in a lower assistance program. Please inform how you'd like to take care of this. I will be glad to assist you with your options.Best regards,[redacted] Resolutions Department Manager

To Whom It May Concern:
 
Thank you in advance for allowing me to address Ms. [redacted] (Client) complaint. Client was accepted when she fully executed the Service Agreement on February 1st, 2016....

Please review the confirmation of Esignature.
[redacted] Acevedo - Completed[redacted]Opened At: 02/01/2016 18:47:57Signed At: 02/01/2016 18:50:05Signing IP: 72.221.67.229
In addition, I have uploaded the copy of the Esignature certificate where client electronically signed off on all Service Agreement terms, conditions, and fees associated with our managing/processing services. On the same Service Agreement, Client is fully informed this is service is offered directly through the Department of Education free of charge. I conversed with the Client about her dispute and, she openly admitted to hiring our services to get everything started and, when she called her lender to confirm the work completed for her by our Company, she decided to cancel our services to take over her student loans' management after we submitted the forms to place her in the correct repayment plan and knows the consolidation will also be finalized. With that confirmed, I would like to also add the fact that Client expressed a certain payment schedule that she failed to follow. She called us to request to help her and specified to withdraw a total of $238.25+$6.75 ($245) on 3/04/2016 and 238.25+6.75 ($245) on 3/18/2016. Lastly, the Client expresses after these two payments her new student loan payment would be $50.74. This was not explained/worded that way! Client's recorded conversation details confirm the $50.74 dllr payment was calculated based on what Client expressed her total yearly income was for 2015. With that amount, we were able to calculate an estimated payment amount that would be close to what the Department of Education would determine as a "reasonable" payment based on the Income Based Repayment program (a.k.a. IBR). This payment was to be renewed/updated on a yearly basis as it is an "income driven/contingent" repayment plan. Never was it confirmed/informed to Client this payment would be final and, even worse, that this would "settle the entire debt". Client was informed appropriately and I have made sure she was also verbally confirmed all this but she decided to rebuttal with non-sense statements accusing us of being a "SCAM" and utilized foul language. I still tried to help her but she blocked all communication from me and filed this complaint. Unfortunately, we are not refunding this Client any of the collected fees as we have completed the work and have gotten proof of this. 
Thank you in advance for your attention to this matter. We appreciate it.
Best regards,
Compliance Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I paid 1,964.93 in fees under the agreement that these payments were to be applied to my student loans. I was offered only $705.93 credit after speaking and emailing with Student Services once I discovered they were not paying off my student loans as originally agreed upon. I am asking for Student Services to refund me all of the money that was to be applied to my student loans totaling $1,566.93. I am not requesting the $398.00 consolidation fee back even though that could have been completed free, but there is no way they can justify taking over $1,500 in processing fees. I strongly ask you to reconsider and to discontinue providing false services to those that are struggling to pay off their student loan debt. 
Regards,
[redacted]

Thank you for allowing us to respond to [redacted] (Client). We tried to work with client but she requested to delete her information and, during our conversation, she only stressed on the importance to delete her information. I confirmed her information was confidential and also the fact it was...

no longer available for me to see anything other than the last 4 of her social. I have copied and pasted my system notes and her response to my email sent to her. This Client admitted going to another company for services thus the need to cancel with us and refund demands. Please review:-------Feb 16, 2016, 5:01 pm[redacted]Returned client's call and confirmed to her we have cancelled our services and confirmed there is no refund. She was okay and just wanted to be sure we protect her information. Confirmed we protect client's confidentiality rights and concluded call with client's request to cease all communication. Closed on mutual agreement.[redacted] EMAIL: "...there is no unanswered questions, no concerns. All I want is to NEVER have anything to do with this company again. I have hired another company managing my student loans, who provide access to my account that I can monitor, answer my calls when I call, ask security questions to verify my identity, they are secure and they are professional. I trust them, unlike you. And they don't send email that have a bold face lie in its first sentence.Unlike you, I DO NOT look forward to speaking with you, ever.[redacted]--------In conclusion, this Client received all services she signed up for and, per her request; we cancelled our services and cannot access her information any longer. Refund was denied and account permanently closed. Regards,Legal DepartmentDirect: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I just want to cancel. I have tried on three separate occasions to cancel and each time they assured me they were sorry I wasn't satisfied. The first time the woman apologized about the fact I was lied to. The second time the man assured me I would get a cancellation email which I have not. The third time I received a phone call and was told to call a number back in which I left a voicemail saying I wanted to cancel. The repayment plan actually started in February with Navient but I called and asked them to start in May, not student services. What student services told me over the phone was completely different than what was on the document I "signed." They told me to just click and everything would be taken care of according to what we previously discussed. I just want to cancel. I don't want any more money taken from student services out of my account.

To Whom It May Concern:
 
Thank you in advance for allowing me to address Ms. [redacted] (Client) complaint. Client was accepted when she fully executed the Service Agreement on February 1st, 2016. Please review the confirmation of Esignature.
[redacted] Acevedo - Completed[redacted]Opened At: 02/01/2016 18:47:57Signed At: 02/01/2016 18:50:05Signing IP: 72.221.67.229
In addition, I have uploaded the copy of the Esignature certificate where client electronically signed off on all Service Agreement terms, conditions, and fees associated with our managing/processing services. On the same Service Agreement, Client is fully informed this is service is offered directly through the Department of Education free of charge. I conversed with the Client about her dispute and, she openly admitted to hiring our services to get everything started and, when she called her lender to confirm the work completed for her by our Company, she decided to cancel our services to take over her student loans' management after we submitted the forms to place her in the correct repayment plan and knows the consolidation will also be finalized. With that confirmed, I would like to also add the fact that Client expressed a certain payment schedule that she failed to follow. She called us to request to help her and specified to withdraw a total of $238.25+$6.75 ($245) on 3/04/2016 and 238.25+6.75 ($245) on 3/18/2016. Lastly, the Client expresses after these two payments her new student loan payment would be $50.74. This was not explained/worded that way! Client's recorded conversation details confirm the $50.74 dllr payment was calculated based on what Client expressed her total yearly income was for 2015. With that amount, we were able to calculate an estimated payment amount that would be close to what the Department of Education would determine as a "reasonable" payment based on the Income Based Repayment program (a.k.a. IBR). This payment was to be renewed/updated on a yearly basis as it is an "income driven/contingent" repayment plan. Never was it confirmed/informed to Client this payment would be final and, even worse, that this would "settle the entire debt". Client was informed appropriately and I have made sure she was also verbally confirmed all this but she decided to rebuttal with non-sense statements accusing us of being a "SCAM" and utilized foul language. I still tried to help her but she blocked all communication from me and filed this complaint. Unfortunately, we are not refunding this Client any of the collected fees as we have completed the work and have gotten proof of this. 
Thank you in advance for your attention to this matter. We appreciate it.
Best regards,
Compliance Department

When I found out about Student Services online I was in a really bad situation with my loans. I just lost my job so I couldn’t afford payments and my servicer was asking me for payments over $300.00. They kept calling me and harassing me, but I honestly has no money to pay. When I saw there was income based programs out there I contacted student services. A lovely gentleman helped me and told me that I can get into a program without using forbearance for $0.00 a month. It felt too good to be true but it was last effort to get the harrassment to stop. Three months later sure enough I was in the $0.00 payment program. It feels so great and I’m so relieved that my loans are taken care of and I don’t have to worry about it. Student Services took care of it all for me and I’m so grateful!

To Whom It May Concern:
Thank you in advance for allowing us the opportunity to
address Ms. [redacted] (Client) complaint. Client accepted retaining our
processing and student loan management services by signing a Service Agreement
on November 25th, 2015. We submitted the consolidation...

application
on January of 2016.  Client paid a total
of $270.00 after consolidation was approved. Two additional payments were
collected in the amounts of $114.67 for a total collected from Client of
$499.34. We completed our services as agreed with Client via service agreement
by successfully completing the repayment program placement with the following
results: New payment $65.36 starting 5/28/16 for 9 mos. And $119.54 starting
2/28/2017 for 120 mos. Total Principal balance $11,783.97 and accrued interest
$98.75. I have reviewed the conversation held with Client confirming Client was
never misinformed about payments to us being applied to her loan(s). Client is
ineligible for a refund as we completed all work abiding to Service Agreement
at all times. Lastly, client also initialed on the waiver sections confirming she
was properly informed of all service terms, conditions and fees involved and
Client signed Service Agreement confirming she was informed in writing this
service was offered at free of charge directly through the Department of
Education. I have attached proof of approval terms for Client to make sure she
makes her new payment on or before due date of 5/28/2016 for $65.36. We
apologize for any inconveniences we may have caused Client.
Best regards,
[redacted]
Compliance Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
First of all, I do not accept because the issue is not their customer service nor their service period. I fully understand that they are a third party and do not dictate the repayment terms, although I do not deny arguing with them. My main issue with their response is that they stated I stopped making payments in 2015. That is absolutely not true; The company continued to withdraw my monthly payments and I have the bank records to prove it. I am also not arguing for a refund of the annual contract fee (the contract I signed with them states a flat fee for their services, which they did provide.). They state that because they did the work as per the contract, I am not entitled to any kind of refund. I am not asking for a refund of the contract fee ($499 annually). What I am asking for is the refunderlying for the additional money they withdrew from my account that was never paid to the depth of education (just shy of $1500). Then entire amount withdrawn from my account was almost $2000, but I am not disputing the fact that they did the work and per the signed contract, they are entitled to the agreed upon fee. I have also requested several times the financial paperwork of my account with them and an explanation as to why the money was still withdrawn from my account but never paid to the depth of education. They have refused to provide answers when I have spoken directly and have ignored several emails and voicemail I have left. Thank you. *. [redacted]
Regards,
[redacted]

After receiving my loans I thought it was going to be an easy, affordable payment to pay back... Eventually, when it came time to making payments to my lender, who at the time was Nelnet, they told me my payments would be $175 a month, nothing lower and gave me absolutely no information on if there were other options. Being 21 and living on my own, I simply couldn't afford the payments. I had no idea what to do so I checked online for something I could afford. I placed my name, email, and phone # on a couple sites and started getting a lot of phone calls, almost too many where I didn't answer the phone. But I called Student Services back after listening to a voice mail and when I spoke to someone about the program's I felt very enlightened. The options that a loan advisor explained to me were somewhat confusing at first but I understood after they answered all my questions thoroughly. I never knew there were any kind of repayment plans available to me by consolidating my loans. I felt comfortable with the terms they gave me so I signed a contract that made me pay about $800 all together. $800 felt expensive to me but after knowing I was going to have a low payment with my lender I agreed. I was under the impression that the program was going to start right away but it took a lot longer than I thought, it took about 3 months.. But finally once Student Services had contacted me again I found out that I had a new lender, who is now Navient. When I checked my online account with Navient I noticed that I didn't have 7 loans anymore, I only had 2 and the payment they got me into was $0 a month. It's been really nice to have no payment on my loans and I'm saving a lot more money in the mean time. I will definitely be staying a client of Student Services to ensure my new lender Navient will keep me in that great $0 payment.