1File.org

In all fairness to the client I want to respond to each and every one of her concerns as outlined in her complaint in the same order:
1. "However, in the contract it says that if you want to opt out you can call, write, or send an email. Yes towards the top of the contract it says there's a "cooling off" period, but further down the contract it says to opt out. In that portion of the contract it doesn't specify or indicate a length of time required, it just says to call, write, or send an email. I've sent two emails all ready stating that I do not wish to use your services anymore."
  RESPONSE: We have canceled the client at the time she called and canceled, she has been refunded all 149.75 that she paid. 
- "Another reason I am upset is that [redacted] shared my personal information with my sister. [redacted] can only share limited information, and the only person whom they can share that with is my mom. You guys on the other hand disclosed all my loan information to my sister, that could've been someone I don't even know."
RESPONSE: We do not share any information as well as the Information we retrieve from the Department of Education and all of the Federal Student Loan Service's have security safeguards in place to assure this does not happen by security questions and passwords that only the ' PERSON" in question would be able to answer.

The client in question grossly misled our agent  on his Total Income and when the actual IRS data came back with almost twice as much as the client disclosed, we advised the client his new payment amount. Client was refunded.

We have reviewed your file and request for a refund – our
Determination is that you are Not eligible for a refund, based on the following
reasons:
-         
Client was approved and enrolled based on quoted
payment towards student loan. All of this...

information was verified with client
during recorded Quality Control verification call.
-          Documented timeline and correspondence record of client being notified via phone and email when the
application was submitted, and completed.
-         
At time of completion, client was asked to
contact our office to set up online acct with current servicer to set up payments – We
never received a call or email reply from client.
All work has been completed per contract, client was aware
of past due amount, and after contact was finally made a forbearance was requested on his behalf until Dec 2015 – Late payments
have been removed.

Ms. [redacted] states she was contacted by 1File.org to consolidate her student loans. She is very mistaken, because we never contacted her regarding her student loans. We are a document processing company She was contacted by an affiliate, USFFC who then contracts our company to process the paperwork...

for Direct Consolidations and Income Driven Repayment plans for individuals with student loans. We are a completely separate entity. I have attached a copy of the service agreement to this response.Ms. [redacted] signed a Service Agreement, which clearly states the terms of the relationship, the process, and payment amounts. The payment amounts and dates are clearly outlined and were, in fact, approved by her. We do NOT start any work on a file until the first payment is made by the client. These are our terms. Ms. [redacted] cannot dictate how we manage our business. At the time of her first payment, we began working on her file, and found there were several errors in the file and missing income documentation. The main error was the Financial Student Aide log in information, Ms. [redacted] had changed after enrolling with us. Without that information, we cannot move forward with completing the application - due to not having access. We also requested income documentation several times, and Ms. [redacted] refused to cooperate. Income documentation is necessary when applying for a reduced student loan payment based on Income provided and family size. Also, in reading all of the notes in her file, it states that Ms. [redacted] was extremely rude to all of the customer service representatives she spoke with from our office. Several people tried to assist her, and Ms. [redacted] was very combative, uncooperative, and she yelled at several people.Since we were unable to complete the work, due to Ms. [redacted]'s inability and refusal to work with us, we have issued a refund for the payments she made to us. We wish her all the best. Proof of refund:[redacted]

Client has a debt of $42,931 and Adjusted Gross Income (AGI) he provided to us at the time of his initial quote was
$64,000 . We then pulled the records from the IRS only to discover client had not disclosed spouse’s income,
which will result in a higher payment than qouted....

Clients combined AGI is $106,300
Clients payments were over $211 prior to enrolling with us,
and we got approved for a payment of only $41 per month.
Client and Spouse were advised of status every step of the
process and were made aware of the $41 payment.
The complaint from the client is that he was told his
payments would be $129 – which was a mistake that was quickly rectified and
confirmed with spouse, . Client admitted and confirmed that
the payment issue was, in fact resolved – and both he and spouse were made
fully aware.
On our end, the problem was solved, the client was happy
with the gift of only a $41 payment. That was on November 30, 2015
On December 8th, client called in to request a
refund – for unknown reason.
Refund was denied because work we were contracted to do, was
completed beyond expectations and full payment was not yet received. In good faith we agreed to waive any outstanding balance due.
When refund was not approved, client proceeded to Charge-back
through his bank on December 21, 2015. Claiming the charge was fraud and he had no idea who charged his credit card, we then proceeded to prove otherwise and win the disputed charge.
Client was willfully and maliciously attempting to recover funds, which we earned for providing the agreed upon service.

There is nothing deceptive about what we did for this client, we do not pretend to be a federal agency in fact the reason you need us is because we are not, this particular client servicer could have helped him years ago but didn't find it profitable. So we reached out and contacted him put him...

in a better position, with his existing servicer. The same servicer that never reached out and helped him. Yes we charged a fee to put him in the program he deserves.All of this is disclosed and recorded in a phone call,in a quality control questionnaire which this client completed.
 It covers our relationship, payments , payment amounts and where they go.
Everything we did for this client bettered his situation and never was he in danger of default from our doing.
After we completed all the necessary work agreed in writing, the client then charged back the money he paid with his credit card and we won it back by proving the work and results we achieved for this client, thus returning the money earned.
After not being able to get the benefit of our effort and the money back he then made these allegations.

Mr. [redacted] enrolled with us on 3/31/2015. He came to us with a debt of approximately $76k, paying $470 per month. Based on the Adjust Gross Income of $76,000 he gave us, he was quoted $436 per month. We submitted his application on 4/8/15 to the Dept of Education, and when retrieving the Income...

Verification from the IRS Database, it turned out the AGI was actually $119,000. The application was denied the payment originally quoted. Mr. [redacted] informed us that his AGI had changed and had lowered to $85k. We submitted another application, and requested a temporary Forbearance to get him current from the payments he was behind - due to the back and forth regarding the Income Discrepancy. The new repayment application was approved by his loan servicer, Fed Loan Servicing, and he is currently in an Income Driven Repayment Program of $381 per month, AND we also helped him enroll for the Public Service Loan Forgiveness. Mr. [redacted] mentions in his complaint, that it was "our job" to fill out his PSLF form - which couldn't be further from the truth. We have NO authority to fill out a form that is supposed to be filled out by his employer - confirming his position and how many hours he works. That form must be filled out and signed/certified by his employer. We performed an extensive amount of work for Mr. [redacted] and he completely stopped paying us in April 2016. To this day, he has never called us regarding his loans, he has never expressed a wish to cancel, or dissatisfaction. So to our surprise, we received this negative complaint. Not only did we help lower his payments from $470 down to $381 (lower payment than originally quoted), but we also helped him enter the Public Service Loan Forgiveness program (PSLF). We are happy with the work we completed for Mr. [redacted], it's too bad he doesn't feel the same. We have been working for free for over one year without any response or payments from Mr. [redacted].

The client states,  "I am currently on the income based repayment plan of $0" which we did for him, as contracted. Our phone number for enrolled clients is [redacted] which is on all of our correspondence. We would be glad to help with re-certification , which is needed yearly, However, the client wishes CANCEL so we cannot work on his behalf.

In August 2016, a rep from 1file, named Frank called me to introduce their services and told me that after the first 3 months, I would pay $134 per month toward my student loan. They would receive $39 per month and the other would go towards payment. I have to pay them to keep the payments at that price. They successfully took $199 for two months from my account, which of course I agreed to and then called to let me know that they were unable to take the 3rd payment. I asked them why, but they did not know and I said try again as the funds are there. I then asked why they had not started the process of moving my payments to 1 file, as I was continuing to receive bills from Direct Loans. They told me once everything was completed....the 3 payments....then I would continue to send payments to them, I'd have to call Direct loans to let them know I made payments and give them verification of same. What?....I allowed them to take this matter over, because I had not time to go back and forth. I then told them I would like to cancel and to give me my money back. After speaking to Mike (a supervisor), I was told that I could get my money back and I told them I would do my due diligence and do more research on this business. I was uncomfortable with the fact that they could no longer take the money from my account because of issues they had with their accounting department. Frank asked that I put the money on another card and make my final initial payment that way...what? No. I wanted out. When I finally called them and told them (after I did my due diligence), that I would not be moving forward, Frank told me that the work was already done and that they went through the process of compiling the paperwork needed and all they needed to do was send it off after the final payment of $199. Awww hell no. I told them I did not want to move forward and Mike was aware of how I felt and he said I'd get my money back. I wrote a long email to Mike and he has not responded and my $400 is just gone. Not to be prejudice and I am not, but everyone there has an Middle eastern accent. Everyone. I still want my money back and whomever is thinking about using them to lower your student loan payment....don't. Trust me, they cannot make your student loans go away after 20 years of paying them and they more than likely won't be around then. You should not be paying a third party to pay your student loans. Just contact your lender and work it out that way. That's what I did. Yes, it may be a little more monthly, but at least you know you are not paying a third party to get your payment in. Horrible company!

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.This is not true the program they put me on is what I was already on through [redacted] all they did was change my lender and I did not receive the $10,000 debt forgivness that they said I qualified for 
Regards,
[redacted]

Client enrolled in our service on 4/18/2016 and signed an agreement which in very plain clear English states our relationship and the services in section # 2 (Copy below). I have also attached a Third Party Verification recording done prior to enrollment with the client which clearly discloses...

all fee's and payment amounts and how they are applied.As well as clients  acknowledgment of all contact phone numbers and email contacts. This information is also on the agreement and in a verification email.SECTION 2 OF SIGNED AGREEMENT.
2.Nature of Service;
No Legal or Tax Advice. 1FILE.ORG is a private company not affiliated with any government agency. Client acknowledges that the programs that Clients is seeking are available without cost to Client. Clients has retained 1FILE.ORG to perform work and processes that the Client could have chosen to do themselves. The Client acknowledges that 1FILE.ORG is not a law firm, and that no legal or tax advice can or will be provided under this agreement. Client acknowledges and agrees that the Services do not consist of any renegotiation, restructure, reduction or other adjustment of the terms of any existing loan or debt.
 
SERVICES RENDERED:
Client disputed charges with her bank.We provided all documentation to clients bank confirming all the steps of application , through approval with her current servicer.
Proving we put the client in a better position than she was in prior to us filing her paperwork and delivering the results promised.
No credit is being effected, in fact her Debt to Income Ratio is improved. The client application was denied on first attempt as client stated however we refiled and dropped her payment to $67 from $177

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.
There was never a call nor an email sent to prove this. The call told me to call back in late October. This is a lie. Then when I called I was on hold forever and they didn't have anythingin order as if they didnt know what they was doing. I was passed around from person to person. Then I hadto call back again about my account and they had nothing from previous call noted. Had to redo actions all over again. Thats when I cancelled and saw I was getting the run around. There was never a call nor email sent. I have all emails saved for my record 
Regards,
[redacted]

The clients payment was VOIDED on the day the client changed dates.AccountingSep 14, 2015, 4:34 pm[redacted]Merchant: [redacted]Date/Time: 09/14/2015 4:33:32 PM PDTTransaction ID: 2[redacted]Transaction Type: Card VoidEntry Method: KeyedAmount: 199.67Refund...

Process:One of the key reasons that a credit card refund takes as long as it does is the number of steps involved in the refund process. When you initiate a refund, as when you return merchandise to a store, the seller requests a refund by beginning a new transaction request on the credit card network. The card company must receive this information, check it against your purchase history, confirm the merchant's request, clear the refund with its bank and transfer the credit to your account. The credit card's billing department must then issue a statement that shows the refund as a credit, which serves as the final step in the process. Each step is an opportunity for delays due to human or computer error, or due to waiting for a billing cycle to elapse.Timeline:Credit card refunds can take anywhere from two to 30 days before they are complete. The first 24 to 48 hours of this period involve the initial refund with the credit card company. But credit card companies use major banks to supply the funds they lend to cardholders to make purchases, which means that the credit card's policies as well as the bank's policies can delay the refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]P.S. Where will my credit be sent to?

Revdex.com4747 Vlewridge Ave. #220San Diego CA 92123Ref number: 10 106252064/27/2015[redacted]Toll Free: [redacted]We at lfile.org do not set the payment amounts for clients the Federal Government does...

under the William 0 FordAct which Is a landmark piece of legislation to help ease the burden of student loan debt for people that qualify. We giveclients payment amounts based on statements they give us verbally over the phone, but if they cannot prove that Incomeand the data pulled from the IRS comes back higher their payment will go up based on the Federal income guidelines.When a discrepancy is found we reach out to the client and the client can take It or leave it at that point ... if theychoose to leave it we refund their fee as was done in this case. We submit all our files without consideration to having paidtheir fee to us in part or in full we submit all paper work A.S.A.P to give them the highest level of services in industry.Sincerely[redacted]

Our services, Much like filing taxes- can be done on your own, typically with different results. However after agreement for someone to file your paperwork correctly , you do owe the fees that you agreed , especially after they deliver exactly what you agreed upon for the fee which you...

agreed, in writing and after completing a Quality Control 3rd Party verification recording.We agree with your desired settlement, we will cancel your file and not attempt to collect on any balance due, if any. We agree with your statement.

Client contradicts her own statements.  Initially she states 1FILE did what she contracted 1FILE to do, which is get her a $0 Zero Dollar payment, then she states something about a $400 payment to FEDLOAN which is what the payment was and would remain had we not approved her and enrolled her in the $0 payment Income Based Repayment Federal program.
We have cancelled the client and have ceased all collection.

There is nothing deceptive about what we did for this client, we do not pretend to be a federal agency in fact the reason you need us is because we are not, this particular client servicer could have helped him years ago but didn't find it profitable. So we reached out and contacted him put him in a...

better position, with his existing servicer. The same servicer that never reached out and helped him. Yes we charged a fee to put him in the program he deserves.All of this is disclosed and recorded in a phone call,in a quality control questionnaire which this client completed. It covers our relationship, payments , payment amounts and where they go.Everything we did for this client bettered his situation and never was he in danger of default from our doing.After we completed all the necessary work agreed in writing, the client then charged back the money he paid with his credit card and we won it back by proving the work and results we achieved for this client, thus returning the money earned.After not being able to get the benefit of our effort and the money back he then made these allegations.

Client [redacted],  Enrolled in our service agreement  on Sept 18th 2015 and was approved Oct 14th for an Income Based Repayment plan Prior to contacting us the client requested Deferment on her loans so we arranged the new plan would not start until after the...

client requested deferment ended.
We will work in the best interest of our clients, who in many cases are stuck with their lender not offering legitimate help prior to us acting on their behalf.
After approval the Client then contacted her Credit Card Company and reversed her only payment to us of $149.75 , so in effect we have received $0 dollars from the client and completed the work contracted. 
As of today, We have not sent her to collections for the full amount agreed.

Application was completed in a Revised Pay as You earn with a payment of $266 as opposed to the $430 he was paying. Thats a great savings. The idea that he did this over the phone is incorrect, loans can only change with an application process, not over the phone. He might have called the servicer and they advised him the new payment application had been approved....which it was!