Direct Student Relief, LLC

Receive Business Response - Contact Name and Title: *** *** Contact Phone: *** *** *** Contact Email: ***@dvg1.com It is unfortunate that Ms*** has made this Revdex.com complaint as we firmly believe that we did all we were able to do, given Ms*** situationWe realize these are
stressful times for a client and the complaint at issue might be a function of a simple misunderstandingHowever, given the outline of occurrences set forth below, we believe we did all we could to help this individualNonetheless, in the spirit of good faith and compromise, we have attempted to contact Ms*** today in an effort to amicably resolve the matter at handThe complainant suggests that our company took her money and failed to provide the services she contracted us forBelow you will find an outline with specific dates summarizing the work we completed over a month period to help this client get her student loans out of default*** 9/27/- We received the information from the client to look into her student loans 10/1/- We completed our investigation into Ms*** student loans and advised her that the most effective way to get her loans out of default is to enter in to a rehabilitation program 10/3/- We sent the client all necessary documentation that she needed to complete in order for us to speak with the collections agency and provide them with the specific documents needed for the rehabilitation program 11/13/- We received back some rehabilitation documents but were missing key paperwork in order for us to proceed11/18/(3:pm CST) - We called the client to advise her of the paperwork we still needed and she said she would send It ASAP 1/6/- Client advised us via e-mail that she had lost her job and was seeking unemployment 1/8/- We finally received all necessary documentation and sent it to the collection agency who in turn agreed to a $5/month rehabilitation payment to be automatically deducted from the client's credit card 1/21/- The collection agency called us to advise that Ms*** defaulted on her 1st rehabilitation paymentAnd would be removed from the program if the payment was not madeWe emailed the client to let her know and did not get a response until 2/17/2/17/- Client contacted us via email stating that she cannot pay our fees and cannot pay the $rehab 2/24/- Client called us to give a new credit card for payment and to try to get her $rehabilitation program reinstatedThe collection agency was ok with re-starting the rehabilitation program but they required updated paystubs and they needed the most current ones on file to calculate a payment amount 2/28/- Client sent in paystubs but they were not legible so we informed her to send a better copyWe also informed her that we needed to get the set up within days or else there will be a garnishment in addition to the rehabilitation which would put her in a tougher financial spot 3/3/- Department of Education Notice of Garnishment received - sent it to the client via US mail At this time we are still waiting for the client to send us the necessary income documents 3/14/- Client filed to make her payment for our services 3/20/(8:am) - Sent an e-mail to the client letting her know we need to get back on track with this process 3/26/(10:am) - Left a voice mail to client letting her know things are not going well with communication between our company and her and that we need to make her student loans a priority 4/2/- Client called in and said she did not realize we did not get our $payment for services 4/23/- Client missed a payment on the rehabilitation program - the 2nd rehabilitation program we set up for her was now null and void 4/29/(2:pm) - We spoke with Ms*** who was ready to get back on trackWe needed to get her garnishment lifted and get her into a rehabShe expressed how she wanted to go to nursing school and would not be able to take out additional loans until this situation was cleaned up 5/1/- In order to get the garnishment lifted, Ms*** was going to have to request a Garnishment Hearing with the Department of EducationThis was NOT a service included in the agreed upon fees but we told her we would nonetheless submit the documentation and speak to the DOE free of chargeI sent the client the packet that was needed to begin this processFor the rest of the month of May, I repeatedly called and e-mailed Ms*** with no response7/25/- received a call from Ms*** who was upset because she did not understand what we were doing her for herAfter an explanation of everything we are trying to do and reminding her that she needs to be helpful and responsive l in this process, we all agreed to get her back on trackWe would set up a 3rd rehabilitation program and submit documents to the DOE I to try to get the garnishment lifted I told the client to send me updated income documents so we can begin the process for a 3rd time7/29/(2:pm CST) - while waiting for the documents I called *** (the collection agency) who informed me that the rehab payment would now be $but after the 5th payment, they would remove the wage garnishment8/11/- sent the paystubs and necessary documentation to the collection agency to set up the rehabilitation program8/18/- Called the collection agency to set up the 3rd rehabilitation programI tried to get the payment lowered but the collection agency would not budge on the $71/month 8/21/(11:am) - Spoke to the client about the $rehabilitation paymentShe said there was NO WAY she can afford that, the garnishment and usI really wanted the client to be successful this time around and suspended her payments for months until the garnishment was liftedThis would be in January 12/16/- The collection agency called me to inform me that Ms*** again defaulted on her rehabilitation paymentsThey also wanted updated paystubs to which I refused because there is no need for new paystubs mid-way through the rehabilitation, they we just creating more work for Ms*** and I told the representative to speak with their manager and call me back to confirm it was vital to get new paystubs I called the client (4:pm) to inform her of the missed payment and left a voice mail 12/31/- The collection agency finally called me back and said they did not need paystubs and that if Ms*** could pay both December and January payments, they will lower the payment amount to $1/15/- Spoke with the client to advise her of the $payment and she provided me a new credit cardI made the payment and requested that the garnishment be lifted as the client had made paymentsI tried to call the client to set up a payment scheduled with us so that she can resume paying for our services however I never received a return phone call*** Direct Student Relief prides itself on being compassionate to all of our clients in financial difficultyMs*** paid our company $for months of diligent work to help her get her student loans out of defaultTo date, she still has a balanceDue to her financial struggles, she was unable to complete the programs she hired us to assist her with (which we did for her times due to her inability to make agreed upon payments with the collection agency)Direct Student Relief did everything in its power to fulfill the services that Ms*** contracted us for, however, as outlined above, we were unable to assist Ms*** to no fault of oursNotwithstanding the foregoing, in the spirit of client satisfaction, we have attempted to contact Ms*** today in an effort to amicably resolve the matter at handMs*** can contact *** from our offices at *** to discuss this matter further*** is eagerly awaiting Ms*** call so that we can resolve this matter and answer any additional questions that she may have for us

Initial Business Response /* (1000, 5, 2015/09/30) */
Contact Name and Title: [redacted]
Contact Phone: XXX XXX XXXX
Contact Email: [redacted]@dvg1.com
Ms. [redacted]'s services with our company were successfully completed (in their entirety) on May 28, 2014. She contracted with our company to...

consolidate her federal student loans and lower her monthly student loan payment. Before coming to Direct Student Relief ("DSR"), Ms. [redacted] informed us that her monthly student loan payments were approximately $400. After our company applied for her student loan consolidation and the Pay as You Earn program, Ms. [redacted]'s loans were reduced to 1 loan with a monthly payment $175.58.
As a condition of the Pay as You Earn program, we informed Ms. [redacted] that every year by the anniversary of her student loan consolidation, she must submit updated income documentation to her new loan servicer. Ms. [redacted]'s payments increased because she did not submit her current income information to her loan servicer. It is in her best interest to contact her loan servicer immediately so that she can fill out the necessary paperwork to get back on the plan which results in lower monthly payments.
Ms. [redacted] left a voicemail on 9/29/15, we returned her call the next day but unfortunately she was not available. Direct Student Relief, would be more than happy to help guide Ms. [redacted] through the necessary process to get her loan payments reduced to the lower amount that they were previously at, however, this annual assistance was and remains outside the scope of services Ms. [redacted] originally contracted DSR for. Nonetheless, in the spirit of client satisfaction, we will provide this one time assistance at no cost to Ms. [redacted]. [redacted] of our office stands ready and willing to assist with the foregoing paperwork. She can be reached at [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am 52 years old and details where not explained in enough details .The $175 offer was not made to me.I have repeatedly contacted them by phone and have received no response. They charged me $600 in fees and did not give me the assistance I need. The Pay As You Earn Program is offered through the Department Of Education and I feel Direct Loans is taking advantage of this process in an effort to charge consumers fees for a service that the Department Of Education offers for free .