Consumer Education Services, Inc.

CESI suggested an adjusted balance for a DMP program. I enrolled, paid the balance in full, and my creditors are still hassling me for money. In June of 2015, I came into a sizeable sum of money through a settlement with a former employer. I had close to $7,000 in private credit and medical debts that I wanted to pay down, so I resolved myself to use the majority of the $10,000 settlement to that end. After settling the largest account on my own, I contacted CESI to set up a Debt Management Program. After being given an adjusted balance amount for all the debts in question of around $3200, I made it clear to the representative I was speaking with that my intention was to pay down the balance on the DMP as quickly as possible. He informed me that I would have to make a minimum of two payments and wait a minimum of two weeks to do so, for enrollment purposes, but that otherwise my plan of action would be fine. At no point did he suggest to me that it would be critical to disburse payment to my creditors over a given minimum period of time, so as to permit adjustment benefits to "kick in."Immediately after paying down the DMP amount in full, I noted that only two of my creditors, with the exception of the medical ones, were registering receipt of any kind of payment. There was also a "residual balance" on at least one of the accounts that reflected that the adjusted balance given to me by CESI was either not assented to or inaccurate. I went back and forth with CESI about this, and they instructed me twice to pay off the residual balances on my own. When I brought up the fact that there wasn't supposed to be any residual balance(s), I was accused of having acted in bad faith to the DMP process, even though the representative I first spoke to didn't offer the notion once that my early pay off would constitute this.The accusing representative, Ms. [redacted] proceeded to inform me that "this wasn't a debt settlement program," and that I would have had to wait and pay for an undetermined number of months for benefits to "kick in", the fulfillment of which would be necessary for the adjusted balance I paid down already to meet all previous debts incurred without remainder. It was again insisted that I pay off residual balances out of pocket. When I brought up the fact that I had not been informed of any of this subsequent to making my intention of paying down the balance in full and as quickly as possible, Ms. [redacted] offered to launch a disciplinary inquiry against the representative I spoke to. I mentioned to her that I fail entirely to see how this might help anyone. I also insisted that the remaining/residual balances were CESI's responsibility, per the nature of our explicit agreement (i.e., I pay down the adjusted balance, and I don't have to pay anything extra). Ms. [redacted] flatly refused that CESI bore any responsibility for the fact that the balances on a number of my lines of credit weren't actually adjusted, nor did she suggest that the adjusted balance quoted to me was anything more than an estimate. I have been playing phone tag with her to try and get the matter resolved, but she always seems to be strangely unavailable whenever I call in. Finally, one of my creditors that was included in the DMP, PayPal Credit, is still not registering any payment having been rendered, and the balance is incurring penalty interest. This is even after my having brought the matter to CESI's attention, on multiple occasions, and after their assurance that they had issued and re-issued checks to PayPal Credit.Desired SettlementIn short, if CESI is to honor their agreement to me, given the limited understanding they provided me of the nature of their service prior to my paying down a sizeable chunk of money, they will have to ensure, on their end, that my creditors are satisfied with the solution they offered to me in the form of the DMP. If my creditors do not agree to the adjusted balance(s) suggested by CESI, CESI is still liable to them to take care of the residual balances, as the supposition I was under when agreeing to the DMP was that the amount quoted to me by CESI would fulfill my consolidated debts in full upon its being paid down in full. Seeing as though I have paid the amount quoted to me by CESI in full, there should be no more ado about the matter. If the problem is that I didn't pay them the $7/month service fee they normally assess, for a minimum period of say 6 months, then I would offer the following solution. I would be happy to send them a check for $42 in exchange for their due dilligence in ensuring that the amount I paid to them, in good faith to the adjusted balance I agreed to pay, is entirely sufficient for the satisfaction of the debts that were consolidated under the DMP. Whether that involves them paying my creditors, at this point, out of their coffers for their oversight, or a lengthy process of explanation and negotiation, is none of my business whatsoever. If I had wanted to pay off my balances in full and without any sort of adjustment deal, I would have contacted each individual lender, after all, and done just that. By failing to honor their end of the agreement, CESI has made things infinitely more complicated and straining for me. Finally, I will suggest again that the matter is truly CESI's oversight. At any point in time, they could have informed me that what I was attempting was debt settlement, and they could have refused my payments and responsibly referred me to a debt settlement agency. Alternatively, if they had been smart about it, they could have retained the money I paid them, disbursed it over the course of 6 months so as to ensure that my creditors assented to the suggested adjusted balance(s), and billed me the $7/month that they seem so adamant about insisting on, in accordance with their policies and procedures.In short, CESI needs to ensure, by whatever means necessary, that I am absolved of any residual balances on all of the accounts that fell under the DMP. This is because I have already gone to great lengths to uphold my end of that agreement, at least to the best of my knowledge at the time when I paid the balance of the DMP down and in full. I cannot be held responsible, in good faith, for any residual balances that may have incurred on account of their failures to inform me of what constitutes proper procedure in these matters. Also, CESI needs to ensure that any accounts that have gone unpaid (i.e. the PayPal credit account) are paid down as soon as possible, and that any penalty interest and residual balances incurred as a result of their failures be something that they absolve me of through negotiation on their part, or pay down out of their coffers. If CESI is unwilling or unable to do any of this, then I will kindly insist that they refund me, to the tune of all my residual and unpaid balances on each of the DMP accounts, so I can handle the matter myself without being penalized. If they require a 6 month service fee to do so (i.e. $42), then they are welcome to extract that from the refund they give me.Business Response /[redacted]/To Whom It May Concern:This letter is in response to Complaint ID # XXXXXX initiated by Mr. [redacted] regarding his involvement with our company - CESI Solutions (CESI). CESI is a non-profit organization which offers consumer credit counseling and Debt Management Programs (DMP). A DMP is a voluntary program that offers clients that are struggling with debt, the ability to pay off their unsecured debt in full, in the least expensive and shortest amount of time feasible based on the individual's means. We collect a single payment from the client on a monthly basis, and disburse those funds to all creditors listed on their program. We work to secure benefits for all clients upon enrollment, by seeking reduced interest rates and waived fees from creditors on the client's behalf. All clients go through a free financial counseling session, and if they desire to participate in a DMP, are required to read and sign an agreement to enroll. We do not offer structured debt settlements. Mr. [redacted] first contacted CESI on June 10, 2015. He states that during this initial call, the certified financial counselor that he spoke to suggested that CESI could obtain an "adjusted lower balance" as part of a DMP. After reviewing the recording of that call, we have deteremined that this statement is not accurate. The counselor informed Mr. [redacted] that he may receive lower interest rates, which would assist in paying off his entire debt over a period of three to five years. During the call, the counselor addressed a question Mr. [redacted] had regarding a letter he had received from one of his creditors. The counselor explained that the letter was a settlement offer from that creditor. At that time, Mr. [redacted] acknowledged and indicated he understood that a settlement could negatively affect his credit. He did not want this, and requested CESI factor this specific debt into the DMP, so that it too could eventually be paid in full. The counselor did not explicitly or implicitly state that account balances would be lowered because of the DMP, or through any other service that CESI offers. Additionally, there is nothing in the agreement that Mr. [redacted] signed that indicates the DMP is a settlement, or that CESI could obtain reduced account balances.Mr. [redacted]'s complaint states that he made it clear his intention was to pay off his debts as soon as possible. CESI encourages our clients to increase their payments when possible in order to get out from under their debt load as quickly as is feasible. During this initial call, Mr. [redacted] stated he had recently received a settlement, and wanted to pay off half of his debt, and then make low monthly payments until his debt was paid in full. He indicated that he was interested in monthly payments of around $200, even though the budget CESI built for him indicated that he could afford a higher payment. He also stated his desire for his repayment to be stretched over a full 5 years in order to lower his monthly payment amount. Mr. [redacted] never made mention that his intent was to pay off all of his debt on his second payment during the first month of enrollment in the DMP program. If this were disclosed, he would not have been enrolled. Our program is not designed to assist people with the means to pay off their debt immediately. A review of this recorded call indicated that at no time was there a promise or indication of benefits of the program taking effect after only the 2nd payment, as was expressed in his complaint. On June 24th, 2015, Mr. [redacted] called in and expressed that he wanted to pay off the entire program. However, he first requested to speak with his counselor regarding an account question. At that time, the CESI representative advised him that his first payment was still in process, and therefore he should call back and schedule a payment at a later time. Mr. [redacted] wanted CESI to verify that a specific account had been settled. He was advised at that time that since he was the one who settled with the creditor, only he could confirm with that creditor that his account was paid; CESI does not confirm settlements. On June 30, 2015, Mr. [redacted] called and expressed his desire to pay off the program immediately. He was advised at that time that his balances were not accurate, and that he would be responsible for paying any residual balances (all clients who intend on paying off any of their creditor accounts in full are provided with the same disclosure). Mr. [redacted] called on July 23rd and again on July 30th to inquire about his plan, and to understand why all of his credit accounts had not been paid in full. As a result, CESI representatives opened research requests on his behalf. It was determined that checks had not cleared with 2 of his creditors. Mr. [redacted] expressed in his complaint that Ms. [redacted] CESI's Client Services Manager, had been unresponsive. However documentation on the client's account and email records confirm the contrary. Ms. [redacted] was made aware of Mr. [redacted]'s concerns via email in late July, and promptly responded advising that CESI was researching his inquiry. Through email correspondence, Ms. [redacted] maintained regular contact with the client. In addition to emails, Ms. [redacted] provided the client with her mobile phone number. The welcome letter that CESI sends to all clients also lists requirements of the DMP program. It specifically states that it is the responsbility of the client to ensure that CESI has been provided with accurate information. Unfortunately, Mr. [redacted] did not provide accurate information, and therefore the credit report was the only source of information CESI had to obtain balances (i.e. credit reports can contain mistakes, and it is the client's responsbility to provide current balances). Mr. [redacted] also failed to provide a payoff quote obtained from his creditors, because he wanted to pay off the account immediately. Mr. [redacted] was advised again by Ms. [redacted] on September 16th that he was responsible for any residual balances. Ms. [redacted] also advised him that "expecting CESI to pay residual balances when we have not made an error is not in alignment with our policies or procedures". In response, Mr. [redacted] requested his agreement, which was promptly sent to him via email.Mr. [redacted] expressed that: "he is not willing to pay more than he initially agreed to pay because the rep didn't bother to explain the distinction between debt settlement and debt management to him..." However, review of the recorded call indicates that the client understood what a settlement program is. Furthermore, there was never a discussion of a "balance" that the client agreed to pay. The discussion was in relation to the monthly payment amount that Mr. [redacted] agreed to, that would be used to pay down his debt. Mr. [redacted] did not understand that a current balance of debt is not the same as the payoff balance, due to the timing of interest accruals. On October 22nd, Mr. [redacted] communicated that he had filed complaints against CESI and that he would:" implore CESI to fulfill its end of the bargin, settle all subaccounts to the DMP, the entire adjusted balance of which he paid down...."As a good faith measure, CESI offered to pay his residual balances on October 28th, and then again on October 30th once Mr. [redacted] provides the account balances from his two remaining creditors. To date, Mr. [redacted] has not provided this information. That said, CESI's internal investigation of call recordings and e-mails has shown no support of Mr. [redacted]'s complaint. It is the sincere desire of CESI Debt Solutions, Inc. to help individuals reach their goal of becoming debt free.We would like to take the time to thank Mr. [redacted] for providing us with the opportunity to address his concerns, and will continue to reach out to him so that we may resolve his concerns.Sincerely,Director of Compliance

Remove incorrect Credit Information from my Credit Report.For 3 years I have been trying to get your previous address of Wylie Texas off of my credit report, no satisfaction. I have emailed Cust Reps and said I needed to do this, incorrect! Your company needs to do this for this incorrect information taken off of my credit report immediately. I have never lived there and your company is the only one that hit all three credit companies and you still haven't taken this information off.Desired SettlementThe only settlement I want is for your company to report this incorrect information and remove your Wylie Texas information immediately. It would be different if I was on your program, but I never was. Please remove it immediately. I have never lived in Wylie Texas.Business Response /[redacted]/Thank you for taking time to contact Consumer Education Services to explain the issues that have occurred. We regret any inconvenience you have experienced and we are anxious to make sure your concerns are addressed.You enrolled with Clarion Credit Management on April 10, 2003. The last payment received on this account was November 28, 2006. Your account went inactive on February 26, 2007 due to missed payments. The creditors you enrolled can report your involvement in credit counseling to the credit bureaus. That reporting would come solely from the creditors and not the credit counseling agency. We have attached a copy of the payment history showing all of the creditors that were on the plan and payments sent to them. If you have any further questions, please call us at XXX-XXX-XXXX. Our office hours are Monday-Friday from 8am to 9pm est. Consumer Response /[redacted]/

CESI has been taking money out of my checking account to pay creditors in a debt consolidation agreement. However, CESI is not paying my creditors.Two of the creditors never agreed to the payments CESI represented to me as part of an agreement. At least one of my creditors hasn't received a payment since May and none of my creditors were paid in July. The creditors have deducted payments directly from my checking account (in addition to what CESI is taking). I just received a collection letter referred from one creditor. I can't access my account online because every time I request a password I am told the password is reset but they won't email it to me. I turned to CESI for help but they are ruining my credit and pushing me toward bankruptcy.Desired SettlementI want back all the money they took out of my account that was not paid to creditors. I also want back every monthly fee they have charged me for this nightmare. I want to end my relationship with CESI once I get my money back.Business Response /[redacted]Document Attached[redacted]The response letter along with the copy of the client agreement are attached for your review.Consumer Response /[redacted]/If I receive a check for the promised amount I can't really expect anything more. Hopefully with that money I can get my account out of collections. There's nothing I can do to immediately repair the damage to my credit. That will take a lot of time. People should be leery of this company.Final Consumer Response /[redacted]/

CESI promised that, for a monthly administration fee of $45, they would pay off all of my outstanding credit cards in the allotted time. They did notAbout 2, 2 and a half years ago, I saw a commercial for CESI and decided to call them, since my credit cards were out of control. They told me to send them a list of the accounts I had outstanding and they would get back to me with how much it would cost and how they would go about eliminating my debt. I sent them most of my credit accounts, and their balances: [redacted] two [redacted] Accounts, [redacted], etc. (I forgot [redacted] so I just paid them myself). They said that if I paid $228 a month, which included a monthly administration fee of $45, all of my accounts would be completely paid off by February of 2015. They also said that thEy would send me monthly statements, and automatic deductions would be taken from my checking account each month. The deductions were made each month and some accounts were paid off. However, I did not begin getting the monthly statements e-mailed to me until about 4 months ago. (They sent me an e-mail apologizing for their error. When I called in February, which was the agreed upon last month, I was informed that it was going to take another month or two, with the explanation that some accounts, like [redacted], had a greater balance than reported, which is odd, since they received the final balances from me; as a matter of fact, I cut up all of the credit cards so that I wouldn't be tempted to try to use them. Plus, when they called the companies to try to get lower playoffs, shouldn't they (CESI) have gotten final balances at that time. Today, April 2, 2015, I called 3 of the companies to see where I stood, since everything was syUpposed to be finished in February. One [redacted] account still had a balance of $42.49, which was past due. I paid it with my checking account. [redacted] had a balance of $70.22, which I had to pay, plus a $15 service charge. [redacted] still has a balance of $125.57, which I have to pay by April 20. So after 2, 2 and a half years of struggling to pay off these accounts through CESI, I still had to pay off 3,accounts, plus [redacted] which I paid off myself last month.Desired SettlementThey overpaid one account [redacted] $124.58. I have to wait 60 - 90 days to get this refunded to me, according to [redacted] another terminated their credit agreement, because CESI was not paying them [redacted] according to the representative I spoke to today, so I had to pay them [redacted] $70.22, plus a $15 service fee.0n April 20, I have to pay [redacted] their final $125.57, which CESI did not pay them.For a settlement, I want:1. A refund of my March administrative fee, $45, since our agreement was supposed to end in February.2. The $70.22, plus $15 service fee that I had to play [redacted] since CESI was supposed to pay them.3. My $124.58, which they overpaid [redacted] plus the interest accrued for the 30. - 90 days I had to wait for the refund.4. I want the $42.49, which I paid for the final payment on the second [redacted] account .5. The $125.57, which I will have to pay [redacted] by April 20, since CESI was supposed to pay them.6. The .99 cents which I had to pay [redacted] to pay off the account, since CESI was supposed to pay them.7. A written apology for grossly mismanaging my account, and for being rude, and ignorant, and totally unprofessional when I called today to try to find out what was going on. (I never would have known that [redacted] had terminated the agreement with CESI had I not spoken to a [redacted] representative today.Business Response /[redacted]/ May 12, 2015[redacted]Raleigh, NC XXXXXPhone: (XXX)-XXX-XXXXFax: (XXX)-XXX-XXXXRevdex.com 5540 Munford Road Suite 130Raleigh, NC XXXXX-XXXXRE: [redacted], CESI Debt Solutions Client ID#XXXXX Case# XXXXXXXXDear [redacted],I am writing in response to your recent letter regarding the complaint filed with your company by [redacted]. She is currently listed as an active client in our Debt Management Program (DMP) through CESI Debt Solutions (CESI).In [redacted]'s complaint, she states that CESI did not payoff her debt in the allotted time frame she was quoted of February 2015. She also stated CESI did not send her monthly statements that CESI advised would be done in the beginning of the program. [redacted] found out in February 2015 that she still had outstanding balances on some of her accounts and thought that CESI should have an accurate account of her balances since CESI sent proposals to her creditors. [redacted] advised our office that one of her accounts was overpaid and she has to wait 60-90 days for a refund. She also advised that one of her creditors terminated the agreement with the program and CESI didn't notify her. [redacted] feels that CESI should refund her March monthly service fee of $45.00. In addition she would like CESI to pay her final payments to her remaining creditors and refund her the overpayment of one of her creditors. Lastly, [redacted] would like a written apology for mismanaging her account and being rude and unprofessional. Our records reflect that [redacted] voluntarily enrolled on our DMP on November 15, 2012. When a client enrolls in the program they are informed by their Certified Financial Counselor that the payoff timeframe is estimated between 3-5 years. The payoff of the creditors is contingent on several factors such as, if the client chooses to reallocate payments once an account is paid off, the actual balance as CESI doesn't keep track of balances because we do not calculate interest, and whether the client makes additional payments or lump sum payments throughout the program. All of these examples can effect a client's completion time. It is the client's responsibility to keep track of their balances by looking at their creditor statements monthly and periodically updating CESI with the balances. By doing this prevents the creditors from being over or under paid during the program. Our records indicate that [redacted] preferred method of contact was email and her CESI monthly statements were emailed to the address she provided as early as December 3, 2012. Also the creditor provides the benefits and has the ability to take them away at any point during the program. The creditor may not notify us of terminated benefits and we will continue to send payments as agreed. This is written in the agreement [redacted] signed. Any final payments should be made through the program to ensure that the creditor does not access any additional fees for paying outside the program. Paying through the program must be done in order to receive a Completion Letter. Once [redacted] has confirmed with her creditors that the debts are paid in full she can request paid in full letters from her creditors for her records. We had agreed to waive the final MSF fee to pay off [redacted]'s remaining creditor. However, [redacted] advised on 4/2/15 that she would stop payment on the next draft and she had already paid off her remaining account directly so we turned off her automated draft.When a client joins the DMP, the creditors listed are still the clients personal debt, the program is partnership and both parties are to remain involved to aid in the successful completion of the program. Our goal at CESI is to help clients get out of debt in the shortest possible period of time. Through our associations with over 150,000 creditors nationwide, we have been able to negotiate such benefits as reduced interest rate, elimination of late fees and in most cases, reduced payments. The creditors review each potential debt management account and decisions regarding which benefits will be applied are made on an individual basis. It is the sole discretion of the creditors that benefits are applied or revoked. We regret any dissatisfaction [redacted] feels that she has experienced, but there have been no errors or failures on the part of CESI, no misrepresentation, and no lack of service. CESI does not owe [redacted] any of the money she is requesting that we refund to pay the outstanding balances and overpayment with her creditors. I hope this information has been useful. If you are in need of any additional assistance, please feel free to contact me directly at X-XXX-XXX-XXXX, extension [redacted] and I will be happy to assist.Sincerely,[redacted]Resolutions RepresentativeCC: [redacted]Consumer Response /[redacted]/If e-mails were sent to me each month regarding my accounts, why did the company send me an e-mail of APOLOGY stating that they somehow neglected to inform me of the status of my accounts, as they had promised to do? It doesn't make sense. Unfortunately, my e-mail's trash is only saved for the current month, and I'm sure they have no record of those e-mails they sent me TWICE alluding to their failure to keep me updated. Not only are they rude, ignorant and dishonest, they are unfeeling liars, messing with peoples' lives. I only hope that you receive enough complaints to shut the place down permanently. I don't intend to engage in he said/she said with a large company. They have free reign to do whatever they want to to whomever they want, and they know it. It's a waste of my time and effort. Final Consumer Response /[redacted]/(The consumer indicated he/she ACCEPTED the response from the business.)Although I don't feel it's just resolution, it is a resolution of sorts, and the company did apologize and make an attempt to resolve the situation. It was a good life lesson. I will never get myself into this type of situation again. I accept the $105, assuming that if the overpayment is sent to them, they will mail my $124 back to me as well. Thank you Revdex.com for the part you played in this resolution.Final Business Response /[redacted]/We apologize if you feel we have mismanaged your accounts. Out of good faith we desire to provide a great service to our clients. We are wiling to refund the monthly service fees for the last two months totaling $90.00. We will also pay for the additional fee acquired for paying one of your creditors directly of $15.00.

They are withdrawing my money but not paying my bills which has put me in a worse position than I was in before. Throwing me into default status.They are withdrawing money from my account but not paying my credit cards which is throwing me into default status. They don't answer the phones, emails, or feedback forms.Desired SettlementTo actually pay my bills on time.Business Response /[redacted]/July 21, 2015RE: Mr. [redacted] CESI Debt Solutions Client ID#XXXXXX Case# XXXXXXXXDear Mr. [redacted],I am writing in response to your recent letter regarding the complaint filed with your company by Mr. [redacted]. He is currently listed as an active client in our Debt Management Program (DMP) through CESI Debt Solutions (CESI).In Mr. [redacted]'s complaint, he states that CESI is withdrawing money from his banking account and not paying his bills. Mr. [redacted] also stated that we fail to answer our phones, emails and feedback forms. Our records indicate that we have received phone calls and spoken with the client on 5/26, 5/28, 6/3, 6/15 and 6/23. We received an email notification from the client on 7/6 and an outbound call was placed to address the client's concerns. The representative spoke to the client and advised him to retrieve his current statements to review them with her. After reviewing the statements the client concluded that his creditors were actually getting paid and also saw that his interest rate had been lowered on the program. Thus the client was satisfied with the outcome and remains enrolled in the program. We will continue to pay his creditors as agreed. When a client joins the DMP, the creditors listed are still the clients personal debt, the program is partnership and both parties are to remain involved to aid in the successful completion of the program. Our goal at CESI is to help clients get out of debt in the shortest possible period of time. Through our associations with over 150,000 creditors nationwide, we have been able to negotiate such benefits as reduced interest rate, elimination of late fees and in most cases, reduced payments. The creditors review each potential debt management account and decisions regarding which benefits will be applied are made on an individual basis. It is the sole discretion of the creditors that benefits are applied or revoked. I hope this information has been useful. If you are in need of any additional assistance, please feel free to contact me directly at X-XXX-XXX-XXXX, extension [redacted] and I will be happy to assist.Sincerely,[redacted]Resolutions RepresentativeCC: Mr. [redacted]

Not receiving my information requested of quote and process cancellationI spoke with a rep last name Wolfe He took my personal info and advised me he would get back to me with a quote on the services for debt consolidation. He never did I had to call 6 times. Finally I got ahold of him and stated to cancel my application for a quote. When I asked for the company info and for a cancellation confirmation as he stated per my phone cal there is no commitment he then hung up on me. This is unacceptable. I am prepared to go to my attorney general as he is holding my info and not doing as promisedDesired SettlementTo have confirmation my personal info is not at risk and to have cancellation confirmation of my quote. As requested and that there will be no charge or fee as promised by your company as I have not given authorization to become a clientBusiness Response /[redacted]/July 16, 2015RE: Mr. P Case# XXXXXXXXI am writing in response to your recent letter regarding the complaint filed with your company by Mr. P. In Mr. P's complaint, he stated that his personal information was gathered to prepare a quote for services for debt consolidation. Mr. P states that a representative did not follow up with him to provide a quote and when Mr. P asked for the representative to provide a cancellation confirmation, he was advised that there was no commitment to the program and the representative hung up on him. Our records reflect that Mr. P's information was entered on 6/16/2015 for the purpose of evaluating Mr. P's debt management needs. Our call review determined that the representative that spoke with Mr. P did make two outreach attempts to the client on 6/18/2015 and 6/25/2015; however, the representative reached a voicemail and did not leave a message. Mr. P's account has remained in a non-active status.We have spoken with Mr. P and advised that his information will be deleted from our records. We have also advised Mr. P that a letter on CESI letterhead will be composed and mailed to him stating that his information has been deleted from CESI records. We have also advised Mr. P that we will review his call with our representative to address his concerns about how the representative handled his call. Mr. P has advised that he is satisfied with that resolution. We regret any inconveniences Mr. P feels he has experienced.I hope this information has been useful. If you are in need of any additional assistance, please feel free to contact us, and we will be happy to assist.Sincerely,Resolutions DepartmentCC: Mr. P

CESI failed to issue refund due and additionally charged my account a "one-time" fee twice.I contacted CESI Solutions on 10/16/13 in regards to getting credit card debt resolved. Agreements between CESI and myself were made to make 3 monthly payments to 3 different credit card companies. I specifically asked the representative helping me, [redacted] "what if the credit card companies do not accept the amount of the payment"? His response was "don't worry, they will accept the payment". Approximately 2 weeks later I receive an email from CESI stating I need to log in to DocuSign and sign another agreement because one of the credit card companies did not accept the payment offered on my behalf from CESI. The new agreement was for $41.00 more than what I had originally agreed on. I felt that the payment was fair and decided I would not pay them more than I could afford. I then called CESI and told them I would not agree to pay the credit card company the increased amount. The credit card company would not agree to the proposed amount so I had CESI remove them from my account and refund me the amount, which had already been deducted from my bank account. The service rep at CESI claimed they would cut a check and mail the credit back to me. I then contacted the specific credit card company that originally refused the payment, and have made a payment agreement with them on my own. Unfortunately, it has been 30 days and 2 phone calls and I have not yet received my refund. I still have an account with CESI for the other 2 credit cards. However they taken 2 payments out of my bank account which have both included a "one-time" fee.Desired SettlementI am requesting a total refund of $155.00. Which is a combination of the actual credit due to me ($106.00) and the 2nd "one-time charge" ($49.00).Business Response /[redacted]/December 20, 2013RE: Ms. ** CESI Debt Solutions Client ID#XXXXX Case# XXXXXXXXI am writing in response to your recent letter regarding the complaint filed with your company by Ms. ** She is currently listed as an active client in our Debt Management Program (DMP) through CESI Debt Solutions (CESI).In Ms. [redacted] complaint, she states that CESI failed to issue a refund due to her and her account was charged a One Time Activation Fee two times. She also mentions that a representative advised her that the creditors "will accept the payment" in response to her initial concern of what would happen if the credit card companies do not accept the amount of the payment.Our records reflect that Ms. voluntarily enrolled on our DMP on October 16, 2013. Before a client is able to enroll on our DMP, they are first taken through a free financial assessment to determine the appropriate debt solution for the client. Based on the financial information provided by the client, our counselors complete a budget that helps determine whether a client can qualify for the debt management program. Based on both the amount of debt and the budgetary information provided by the client, it was determined that [redacted] could qualify for the debt management program if she wished to enroll. When a client joins the DMP, the creditors listed are still the clients personal debt, the program is partnership and both parties are to remain involved to aid in the successful completion of the program. Our goal at CESI is to help clients get out of debt in the shortest possible period of time. Through our associations with over 150,000 creditors nationwide, we have been able to negotiate such benefits as reduced interest rate, elimination of late fees and in most cases, reduced payments. The creditors review each potential debt management account and decisions regarding which benefits will be applied are made on an individual basis. It is the sole discretion of the creditors that benefits are applied or revoked. Creditors that revoke benefits may still accept the payments sent on the client's behalf by CESI, however, they may also continue to attempt to collect the additional monies due. The first page of Ms. 's signed client agreement has a passage [redacted] states "I realize that the primary benefits of a DMP such as reducing my monthly payments and lowering my interest rates and finance charges are provided by my creditors. My creditors may or may not grant these benefits." The agreement has been attached for your review.Ms. contacted CESI on November 14, 2013 and was advised that one of her creditors declined the proposed amount and wanted an increase of $41.00 in order to accept our proposal. Ms. declined to make the increase and chose to remove the account from her debt management program. She requested that the payment of $106.00 scheduled to be sent to the creditor be refunded to her. Ms. 's bank account had been drafted on November 8, 2013 and the payments were scheduled to be disbursed on November 15, 2013. Due to a payment processing error, the refund check to the client was not generated and mailed. Ms. contacted CESI on November 29, 2013 and spoke with a representative who advised that the refund had been sent on November 15, 2013. The representative was utilizing notes to provide her information and as a new representative she was mistaken about how to read the sent mailed payments. Ms. contacted CESI again on December 3, 2013 and payment processing was alerted to review the account and the refund of $106.00 was mailed to the client on December 5, 2013. The check voucher has been included for your review. Ms. 's next draft occurred on December 9, 2013 and due to a system glitch, the One Time Activation Fee was added into the client's recurring draft amount. The error was discovered when the payments were disbursed on December 13, 2013 and the amount of $49.00 was refunded and mailed to the client on December 13, 2013. The check copy has been included for your review. Ms. confirmed to CESI on December 17, 2013 that she received the $49.00 refund.CESI has honored Ms. 's request for a total refund $155.00 by wiring the funds on December 17, 2013 to Ms. 's bank account. A stop payment was placed on the $49.00 check that Ms. received. We have called Ms. on December 17, 2013 and December 20, 2013 in attempts to advise that the $49.00 check has a stop payment and to confirm she's received our wire transfer, and we are still awaiting a response from Ms. We regret any inconveniences Ms. feels that she has experienced.I hope this information has been useful. If you are in need of any additional assistance, please feel free to contact me directly at X-XXX-XXX-XXXX, and I will be happy to assist.Sincerely,[redacted]Resolutions RepresentativeCC: Ms. Final Consumer Response /[redacted]/As of 12/20/13 this dispute has been resolved.

CESI (debt management company)did not pay my creditor [redacted] thereby violating my contract with them.I was dropped from my debt management program because CESI did not forward my September or October payment to [redacted] and made some of my other payments late. See payment history below:CESI deductions from my bank account for year 2013 payments:12/19/121/22/132/19/133/19/134/19/135/20/136/19/137/19/138/23/139/20/13...⇄ payment record dates for year 2013:1/1/132/4/133/16/134/4/136/1/136/7/137/27/138/15/139/12/13As you can see my 9/20/13 and 10/21/13 payments have not been applied to my [redacted] account as of 11/3/13. I've made calls to CESI about this but they were unhelpful.My debt management account was set up by "[redacted]" at XXX-XXX-XXXX [redacted] I don't know if he still works there. When I set things up with him he said to schedule my payments a few days before my actual due date so the funds have time to transfer. I set my due date for the 19th because my [redacted] due date is the 24th. Later during my most recent call to CESI [redacted] stated that my payments are paid via USPS mail and take up to 10 days to be received! I was misinformed from the start. If I had known that I would have made my payments earlier. An account of my phone calls to CESI follows:Monday October 28th around 3:45 pm:[redacted] I called to find out what was going on with my account after receiving a letter form [redacted] stating that I had been dropped, after which I checked my account and saw that it was past due. [redacted] said he would have to call me back but never did.Wednesday October 30th around 3:45 pm:[redacted] (not sure of the name, she mumbled)I again asked what was going on with my account. she said because I paid late it was my own fault that I got dropped from the debt management program. She said that all my payments had been sent, but did not give dates. I checked to make sure that no more automatic debits would come out of my bank account and she said they wouldn't. She also stated that I would not be able to rejoin the debt management program because you only get one chance. Then she had the nerve to say that I should recommend CESI to my family and friends.Thursday October 31st around 3:45 pm:[redacted] I told him [redacted] still had not received my payment. He said it was mailed 10/25/13 and that it takes up to 10 days for [redacted] to get it, which was news to me.I believe CESI it at fault for misinforming me from the beginning and even though I paid a few days after the 19th a few times (but all before the 24th my due date with [redacted] how would [redacted] even have noticed since CESI was mailing my payments through the mail which takes up to 10 days so they say. If you see the dates above, notice [redacted] received no payment in May, but rather 2 payments in June, and have yet to receive my September and October payment. I believe this is what caused me to lose the benefit of my debt management program, not me paying a few days late on some occasions.Due to these events described, my APR has gone back up to 30% APR instead of 10% APR which I was granted for being in the program. I will not be able to get this lower APR back since my one chance with [redacted] is spent. Desired SettlementI want CESI to call [redacted] and make sure the payments I made in September and October get to them. My account is past due. I called [redacted] and asked them to call CESI, but she said it was against the law for them to do that (per [redacted] at [redacted] called October 31st around noon). So CESI will have to make the call. Also, because CESI ruined my chances of paying off my credit card at a lower APR, I want a refund of the fees they charged for the year of 2013, which total $144.Business Response /[redacted]/December 6, 2013Revdex.com 5540 Munford Road Suite 130Raleigh, NC XXXXX-XXXXAttention: [redacted]RE: Ms. ** CESI Debt Solutions Client ID#XXXXX Case# XXXXXXXXDear Ms. [redacted]I am writing in response to your recent letter regarding the complaint filed with your company by Ms. ** She is currently listed as an active client in our Debt Management Program (DMP) through CESI Debt Solutions (CESI).In Ms. [redacted] complaint, she states that CESI did not pay her creditor [redacted] for the months of September and October in 2013, as well as made some of her other payments late. The client feels CESI should refund her all monthly service fees collected in 2013 for a total of $144.00. The client also requests that CESI contact the creditor [redacted] to ensure they received the payments made for September and October 2013.Our records reflect that Ms. voluntarily enrolled on our DMP on June 26, 2012. Before a client is able to enroll on our DMP, they are first taken through a free financial assessment to determine the appropriate debt solution for the client. Based on the financial information provided by the client, our counselors complete a budget that helps determine whether a client can qualify for the debt management program. Based on both the amount of debt and the budgetary information provided by the client, it was determined that Ms. could qualify for the debt management program if she wished to enroll. Ms. contacted CESI on October 28, 2013to request that CESI check her proposal status for her [redacted] account. At that time, representative ** advised the client that the account was still listed on her debt management program and she was advised that we would contact the creditor to verify the status of the proposal. On October 29, 2013 CESI contacted [redacted] and we were advised that the account had been dropped from receiving benefits on October 21, 2013 due to late payments on the account. The creditor advised that the account was no longer eligible for benefits from [redacted] due to a creditor policy that allows only one program per life of the account. The creditor advised CESI to advise the client to contact [redacted] Hardship Department to make payment arrangements. The client's account was reviewed and prior account notes indicated the client changed her payment date from August 19th to August 23rd and also from September 19th to September 20th and the client was advised that the changes could jeopardize her benefits with the creditor. Anytime a payment date is changed from the original draft date, we advise the client that benefits may be jeopardized because postponing a payment by even a single day could cause a payment to be marked late by a creditor. A letter was emailed to the client on October 29, 2013which advised: the account was dropped due to late payments, her draft date was changed in August and September 2013 and could have jeopardized her benefits, and to contact the creditor's hardship department for payment options. The letter also advised the client to contact CESI to remove the account from her debt management program.Ms. has a set draft date for the 19th of each month. The client states in her complaint that CESI did not forward her September and October payments and made other payments late. Whenever CESI drafts a client, the funds are held for four business days before funds are disbursed to the creditor. This policy is listed on the first page of the client agreement which has been included for your review. The creditor does not have an option for credit counseling agencies to make electronic payments for the type of [redacted] account belonging to the client. We have to mail the payment and it can take a creditor up to 21 days to receive and post the payment. We have sent the client's payment to [redacted] via mail 4 business days after her completed draft date since the client joined the program with CESI and made her first payment in July 2012 and a copy of the client's payment details have been included for your review. The September draft was postponed to occur on September 20th and the payment was mailed on September 26th and cleared our bank on November 4, 2013. We called the creditor on December 5, 2013 and [redacted] will no longer discuss the client's account with CESI and we are unable to determine why the creditor took a longer period of time to post the payment to the client's account. The October draft occurred on October 21st because October 19th occurred on a Saturday. The payment was mailed on October 25, 2013 and cleared our bank on November 18, 2013. We contacted the creditor regarding a different client's account that had a payment sent on the same date and have determined that [redacted] posted Ms. [redacted] October payment to another CESI client's account. We are in the process of initiating a payment investigation with [redacted] in order to have Ms. [redacted] payment correctly posted to her account. We are gathering the necessary documentation to submit to the creditor to launch the investigation and those documents will be faxed to [redacted] on Monday, December 9, 2013. Because [redacted] will not discuss Ms. [redacted] account with CESI, at this time we cannot determine why [redacted] posted the payment to a different client's account. CESI has honored Ms. [redacted] request for a refund of all monthly service fees (MSF) collected for the year of 2013 and $142.00 has been refunded to the client via check by mail on December 6, 2013. A MSF of $15.00 was collected for January and February and a MSF of $14.00 was collected for: March, April, May, June, July, August, September, and October. We will continue to work with the creditor and client to get the October 2013 payment transferred and posted to the client's account. We regret any inconveniences Ms. feels that she has experienced.When a client joins the DMP, the creditors listed are still the clients personal debt, the program is partnership and both parties are to remain involved to aid in the successful completion of the program. Our goal at CESI is to help clients get out of debt in the shortest possible period of time. Through our associations with over 150,000 creditors nationwide, we have been able to negotiate such benefits as reduced interest rate, elimination of late fees and in most cases, reduced payments. The creditors review each potential debt management account and decisions regarding which benefits will be applied are made on an individual basis. It is the sole discretion of the creditors that benefits are applied or revoked. I hope this information has been useful. If you are in need of any additional assistance, please feel free to contact me directly at X-XXX-XXX-XXXX, and I will be happy to assist.Sincerely,[redacted]Resolutions RepresentativeCC: Ms. Final Consumer Response /[redacted]/

WE DECIDED FOR STUDENT LOAN CONS BASED ON THE ESTIMATED PYMTS PROVIDED BY [redacted] 07/2014. WE END UP W/ 2% HIGHER INTEREST+MESS ON CREDIT SCORE WE APPLIED FOR STUDENT LOAN CONSOLIDATION IN jULY 2014. [redacted] RAN AN ESTIMATE AND TOLD US WE WILL QUALIFY FOR ZERO PAYMENTS. WE ENDED UP WITH ALMOST $700 PAYMENT PER MONTH AND ALMOST 2% HIGHER INTEREST APPLIED TO OUR BALANCES. SINCE WE CANNOT AFFORD SUCH PAYMENT OUR ACCOUNTS ARE DELINQUENT AND THE CREDIT SCORE DROPPED TO VERY POOR STATUS. WE WERE FORCED TO SIGN A CAR LEASE AT AN INSANE INTEREST RATE BECAUSE OF THIS. WE WERE LIED BY THE CESI COUNSELORS THAT OUR STUDENT LOAN WAS TRANSFERRED TO THE PREVIOUS LENDERS - AS OF 05/21 THERE WAS NO BALANCE TRANSFERRED. WE ARE STILL LISTED AS BORROWERS WITH NELNET.... NOT TO MENTION THAT MY HUSBAND IS SHOWING STUDENT LOAN OUTSTANDING BALANCE X2: ONCE WITH THE PREVIOUS LENDER SECOND WITH THE NEW LENDER. THE BALANCE WITH THE PREVIOUS LENDER HAS NEVER BEEN CLEARED. THIS WAS THE MOST TERRIBLE EXPERIENCE. WE ASKED EVERYTHING TO BE REVERSED AS IT WAS BEFORE THE CONSOLIDATION. IT IS mAY 21, 2015 AND NOTHING WAS DONE - STILL FAKE INFORMATION IS PROVIDED TO US BY [redacted] AND [redacted]Desired SettlementWE WANT THE STUDENT LOAN TO BE PLACED BACK TO THE PREVIOUS RATE; WE WANT ALL FEES PAID TO CESI TO BE REFUNDED TO US PLUS DAMAGES MADE TO OUR CREDIT SCORE Business Response /[redacted] and [redacted]Date signed up: 7/14/14Client entered program in July 2014, and spoke with [redacted] and agreed to have our company, CESI Student Loan Solutions, consolidate the [redacted]'s loans. The [redacted]'s had agreed to pay $299 for [redacted] and $456 for [redacted] in monthly installments, so far we received $359.00 for the consolidation. The client wanted loans consolidated with an income base repayment plan. When generating an income base repayment plan it is decided on by a couple of factors, your annual AGI and if your married and file jointly that is made up of both Husband and wife's salary. On file the [redacted]'s AGI was $19, 000.00 and the loan payment was calculated from that amount. When processing the Consolidation paperwork to the Department of Education you either need to submit your Federal Taxes or 30 days of paystubs.The first consolidation was done electronically on 8/29/14, and 2013 taxes were used. [redacted]'s consolidation was done 8/4/14 and the processor called [redacted] and left v-mail to have him call back, the note stated that the taxes stated their income was $93, 000 not the 19,000 that they had originally stated to [redacted] when setting up the account, which would be a huge difference in an Income Base Repayment plan. On 8/26/14 another message was left to contact the processor with Student Loans about the status of loans. On 8/29/14 processor had to complete another form for Department of Education due to difference in pay that was submitted, requested pay stubs from the clients. Received call from [redacted] on 9/11/14 to say she would fax pay stubs the next day. Pay stubs are not received until requested again in 1/26/15. Received fax from [redacted] stating that payment was higher than what is quoted the amount was $243.78, and not the $0. The $0 payment was quoted on $19,000 AGI, not $93,000. Consolidation, Repayment and Forbearance forms were all resubmitted to make sure we had the correct information for client, with paystubs. It did not change the repayment plan. Consumer Response /[redacted]/We have never stated our AGI was $19,000 since we have never had such an income ever. When we first contacted CESI, Mrs. [redacted] ran a very quick "estimation" over the phone and told us we would qualify for 0 payment under the new program. We have no idea what kind of numbers she may have picked up from our conversation. We assume that this is how they attract naive customers like us. Again, we have never stated our income to be $19,000 and apparently this is a new game that the company adopted to defend itself. Regardless of this unethical game, we ended up having higher payments than before the consolidation. We request the reverse of the process and clarification of our situation. The lock of expertise in student loan consolidation of CESI company is OBVIOUS - we would like more people to be aware of the possible financial disaster they may be facing by using CESI for the consolidation purpose. We want our student loans to be put back under the old terms we had before CESI's "consolidation". Not to mention that CESI is using our deferment terms in their attempt to fix all the mistakes they have made with our application. Revdex.com please help us fix our situationFinal Business Response /[redacted]/Our company is currently working with the client to resolve the issue they have with their student loans. We will work with the student loan servicer to help them receive a lower repayment plan.