Document Service Center

Revdex.com: I will accept the refund in the amount of I currently have not received the refund check Once I receive the refund check, the case will be closed I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

Mr [redacted] ***,We do understand your concernsThe letters that you receive via US mail are not collection lettersAs you have stated, you are not enrolled with us, nor have you made any payments towards the services that we provideWe would have liked to show you how we handle our services if you were to give us the chance, however we are aware that you are not enrolled with usThat is why when you read the letter it does not indicate that you owe us any money, nor does it state that you have to make a paymentThe statement that reads "FINAL NOTICE" is to inform you and others that there are beneficial options for your federal student loans that you might not have been aware ofThe intention of this letter is not to have others assume anything about your life, as multiple individuals who have come to us for assistance did find our letters very helpfulThese same individuals are now in their respective repayment plans that give them a reasonable time frame for loan forgivenepay-off- on their federal student loan because they sought out our servicesWe have many individuals who are very content with our services and do wish to have us take care of their federal student loans in the futureWe wish to continue to help any, and every, individual that have federal student loans who are not informed of these programs-these same programs that have been around but have not been explained to individuals by their loan carriers.We do recommend that if you receive any future correspondences from our company that you disregard them as we understand that you are aware of these programs and do not want our assistanceIf you do have any other concerns, we hope that you contact us to express them.Best Regards,Management Document Service Center

When Ms [redacted] received a correspondence in the mail, the mailer explicitly stated that we were not the Department of EducationMs [redacted] should have read that portion of the letter clearly and researched everything that our letter stated before contacting us The letter merely states to contact us if an individual would like information in regards to their student loansWhen Ms [redacted] contacted us in September of 2016, there was a contract that was presented where a loan advisor had given insight in regards to what presided in the contractMs [redacted] was given time to read the contract and sign it if she wanted to continue with our programIn our contract, there are key components that address all of Ms [redacted] 's complaintsHowever, before going into detail, let it be known that Ms [redacted] was approved for the program that was discussed upon enrolling with us, as well as her monthly payment with her loan provider being $less than what we quoted back in September To start, under "Service Agreement Fee and Service Schedule," it states that "the purpose of this fee schedule is to ensure that client is aware and consents to the fees that company will charge for its services in assisting Client in preparing documents." Ms [redacted] signed this page that states the purpose of the feeThis fee was transacted in order to utilize our resources to place Ms [redacted] in the program that she decided would be affordable for her based off of her family size and incomeAfter Ms [redacted] signed this section of the contract, we were under the impression that she understood the reason for this feeMs [redacted] also initialed where it states that the "payments are compensation for administrative services performed by Document Service Center relating to the consolidation and document preparation of [her] federal student loans." The contract also explicitly states that the fees that are paid to Document Service Center exclude any payments that are for the Department of EducationIf Ms [redacted] had read through her contract thoroughly, she would have understood that our fee was to prepare her documents to place her into this government program In our contract it also states that there will be a "100% money-back guarantee" if the Client responds to our inquiries, and the inquiries of the Department of Education, completely, truthfully, and in a timely mannerThere is also money-back guarantee if, for any reason, "the DOE does not approve a new repayment program for Client, at no fault of the Company, Company guarantees a refund of 100% of the money collected from Client." However, any fees paid to Company at the time of cancellation "shall be deemed earned as long as Company has acted in good faith in performing services on behalf of Client." As previously mentioned, we acted in good faith to get Ms [redacted] approved for the program that was affiliated with the servicing feeHowever, upon receiving information from Ms [redacted] before her approval, we came across an issue that hindered our department to perform our services smoothlyIn other words, information that we received to help place Ms [redacted] in this government program was not complete, nor was it truthful When Ms [redacted] first contacted us in September, a counseling session ensued where Ms [redacted] discussed her situation with a student loan processing specialistOur processing specialists can help determine which program would be most beneficial to the clientFrom there, the client is able to determine if that would be ideal for their situation or notThe government program that was created for individuals like Ms [redacted] was an income-based program that was based on family size and incomeIn our contract, it states that the client must provide complete and truthful informationWhen we began working on Ms [redacted] 's file, there was a discrepancy in her family size and income that brought her monthly amount with her loan provider to be higher than what was stated originallyHowever, after contacting Ms [redacted] , we clarified this information with her and worked to find a way that would benefit herThus, resulting in her approval with her loan providerThis was something that was done on our end to still try to find the best way possible to benefit Ms [redacted] -something that her loan provider's did not disclose to her before she received our letter informing her of her options After informing Ms [redacted] about her approval, we also advised her that these government benefits were out since In 2014, Ms [redacted] seemed to have contacted her loan provider and consolidated on her own for freeShe had already done a consolidation with her loan provider, and yet she still claims that she did not know she could have done this for freeWhen she did this work on her own in 2014, her loan provider could have informed her that she could do this income-based program at that exact moment, however they were okay with giving her minimal information and placing her loans on a deferment/forbearance that accrued all of that interest-resulting in a $38,dollar differenceOn top of that, after consolidating her loans, all of that forbearance/deferment time that was used up-which could have been saved rather than used up if her loan provider had informed her of this income-based progrgone and cannot be redeemed If Ms [redacted] was informed of all of this information correctly at the time that she had worked with her loan provider, she would have recalled that she could do all of this on her own Ms [redacted] also claims that she thought we were her "loan preparation company with the US Government." However, our contract also explicitly states that "Company is a private company, not affiliated with any government agency, and for a fee company will assist in assembly of student loan consolidation documents or other application documents for student loan debt assistance programs offered by the DOECompany is not a lender, a debt consolidation company, or a law firm and does not provide legal adviceCompany shall deliver completed applicants to Client, for Client's use and submission to DOE." It also addresses how our Company is not an agent of the federal government and that the "Client has the option to apply for consolidating for federal student loans in a similar fashion as filing personal federal income taxes." All of this is mentioned in the contract that Ms [redacted] signed, thus giving us the impression that she was entirely aware of everything that she claims she did not knowWe are not liable for Ms [redacted] not thoroughly reading and going through all of this information At this point, Ms [redacted] is not entitled to a settlement or refund because we have upheld our end that was stated in our contractWe have placed Ms [redacted] in a program that can give her loan forgiveness, and she can see a means to an end on an ongoing student loanYes, Ms [redacted] was charged a fee by our company to perform services to help her with loan forgiveness, however our services were far more beneficial than what she did for herself with her loan provider a few years ago, and what her loan provider has done for her thus farWhat our company has done is put her on track towards loan forgiveness; what her loan provider has done is far worseThey allowed her to accrue $38,dollars in interest, waste all of her forbearance/deferment time to where she can never catch a break if a sudden crisis were to arise, and she now has a loan that is almost four times more than what she originally started off withThe fee that Ms [redacted] has paid has put her in a great position with her loan providerWe would be more than willing to assist Ms [redacted] if, at any point in time, she needs assistance in her recertification or if she needs clarification on anything that her loan provider fails to mention to her during her time of repayment

We do apologize for any inconvenience this process may have caused Mrs [redacted] However, the consolidation process is not something that we can rush or controlAs Mrs [redacted] stated, she did enroll with us on May 15, This is where our representatives explained to her the consolidation and income-driven repayment optionsBecause Mrs [redacted] was a school teacher at the time, we informed her that she was eligible to get her loans forgiven after she stays in good standing with the program for ten years-per the Department of EducationAs Mrs [redacted] mentioned, there was no indication on our end that Mrs [redacted] wanted to cancel, especially after we were in constant communication with her; she did not state at any point in time that she wanted to cancel and receive a refundAt the beginning of June, Mrs [redacted] had not sent us any documentation-which, in the contract it states that this process is time-sensitive and the client is required to send in information as soon as possible so that we can begin our workMrs [redacted] finally sent in an email on June 6th stating "We are in the process of movingI have not forgotten that these documents are neededI will get them too you ASAP [redacted] ." Based off of Mrs [redacted] 's response and intended cooperation, there was clearly no indication on our end that she did not want to move forward with us or cancel the processMrs [redacted] send in most of her information on June 12th, and sent us another correspondence stating "IRS Tax info coming ASAP." Again, no indication of wanting to cancel or receive a refund at any point in timeAfter receiving the information from Mrs [redacted] , there were some discrepancies in her income that changed her monthly payments with her loan providerWe attempted to contact Mrs [redacted] a few times, but the number was not connectingAfter a few weeks of not being able to reach Mrs [redacted] , she sent in an email stating that she had not heard from usThis is where we informed her that we needed to discuss some information with her because there were some discrepancies on her accountOur contract states that the client must provide truthful and honest information in a timely fashionIf we do not get honest information, and the client delays, it pushes back the process on our endTherefore, the communication issues led to Mrs [redacted] 's application being placed on holdAfter lack of communication, Mrs [redacted] finally informed us that she was not satisfied with the process and wanted to cancelThis was on July 19th, almost a month laterHowever, once we spoke with Mrs [redacted] and explained to her the issues due to the discrepancies, Mrs [redacted] agreed to continue the processAs Mrs [redacted] mentioned, we informed her that her application would not be submitted until FebruaryThis was due to multiple reasons:Mrs [redacted] 's income showed an almost $20,difference than what she originally quoted our company-this caused us to reevaluate her entire application and shift her program to work around what she could affordAs she mentioned, her payment went from $175-$Because Mrs [redacted] did not provide honest information, the payment changedThis is what we explained to Mrs [redacted] In July when she called to cancelMrs [redacted] 's spouse had information that we required because she filed "joint" on her taxes-filing status is a huge part of the program Mrs [redacted] requested to be on based off of it being financially affordableMrs [redacted] 's loans were not in the correct status in order to have her application submitted-her loans were in either "loan origination" or in a "Grace Period." In laymans terms, this means that an application will not enter processing unless one, or both, of these statuses are no longer an obstacleFor Mrs [redacted] , this would not occur until FebruaryHowever, the application can be submitted months prior to that date and be placed on a hold until thenIn order for us to do that, we would have to wait until September or October to submit her application.After July, we contacted Mrs [redacted] via email and telephone to inform her of all thisWe finally got ahold of Mrs [redacted] on October 12th, where we proceeded to do a conference callThe representatives at [redacted] were not able to assist us, however we got enough information to know that we could submit Mrs [redacted] 's application and have it be placed on hold until her application could be processed in FebruaryThat is when Mrs [redacted] mentions that we submitted her application that same dayMrs [redacted] did not understand how the process worked and when we attempted to explain it to herWhen she spoke with ***, that is the information that was to be relayed to Mrs [redacted] , but at that point she did not want to listen [redacted] tried to explain to Mrs [redacted] that [redacted] is not able to offer the program that the Department of Education is offering, however she misconstrued that information as wellThe only loan provider that can offer loan forgiveness after ten years for being a teacher is FedLoan Servicing, not [redacted] [redacted] is not even an option when applying for these programsThis is truthful information that we are offering as opposed to [redacted] who is trying to keep Mrs [redacted] in a program that is not beneficial to her.Mrs [redacted] also mentions here that she is unemployed, however never at any point in time did Mrs [redacted] mention that vital piece of information to usMrs [redacted] informed us that she was employed as a teacher, and that her husband was unemployedOnce again, Mrs [redacted] has violated her contract with us by not providing us with adequate and truthful informationIf Mrs [redacted] was unemployed, she would be eligible for $payments with the Department of Education and she would not be eligible for loan forgiveness after yearsHer entire program would have changedMrs [redacted] has not provided us with the most accurate information for us to do our job.The contract states that the client is entitled to a refund if we are provided with honest information, and if we are not able to do the necessary documentation and put the client in the best program based off of that informationWe have been provided with the information that Mrs [redacted] gave to us, and her applicationhas been submitted based off of that informationIf Mrs [redacted] is currently unemployed, that is not information that has been disclosed to us until nowWe highly encourage Mrs [redacted] to contact us so that we can figure out the best solution for her account due to multiple discrepancies that we have come across-including the one she just mentioned in this complaint about being unemployedWe apologize for any inconvenience this may have caused, and we are more than happy to work with Mrs [redacted] on her accountWe will reach out to her to see how she would like to proceedWe also encourage and welcome her to contact us at her earliest convenience to take care of this matter

I am rejecting this response because: they are making people think I'm a deadbeat that doesn't pay his bills Next time I get something from them marked "final notice" I'll see them in court

I am rejecting this response because: (1) at the time I signed up for their business I was employedI became unemployed June 1, roughly two (2) weeks after I signed up for the programI never hid this fact--mysteriously they have no record of this [either](2) I did call and e-mail the next day after I signed up to cancel my membership, and tried to call and e-mail a number of times for a week to cancelMysteriously, ** *** (the one who enrolled me, who could authorize the cancellation), went on vacation that week, because I was unable to reach him...for the whole weekTo get your money back 100%, you have daysTo reiterate -->for week {starting the day after I signed up}, I tried cancelling--and couldn't because I couldn't reach the person who could cancel my membershipPlus, they have no record of me trying to cancelHmm, wonder why(3) Yes, I understand how the program works, despite their wordy answer(4) Yes, I am going through ***...and the Department of Education, who told me that any Loan Consolidation Program should be FREE, not cost any amount of money, let alone $(4) Stories from this company constantly change --> "we'll submit your application in February 2018; no we'll submit it July 2017, no October 2017." Plus multiple phone calls conveniently forgetting information submitted, stated, etc.All I want is my $refunded

Spoke to the client and we are issuing a refund, we explained to the client that it clearly state in our contract that if we can't get them approved we will refund their money

Mr. [redacted],We do understand your concerns. The letters that you receive via US mail are not collection letters. As you have stated, you are not enrolled with us, nor have you made any payments towards the services that we provide. We would have liked to show you how we handle our...

services if you were to give us the chance, however we are aware that you are not enrolled with us. That is why when you read the letter it does not indicate that you owe us any money, nor does it state that you have to make a payment. The statement that reads "FINAL NOTICE" is to inform you and others that there are beneficial options for your federal student loans that you might not have been aware of. The intention of this letter is not to have others assume anything about your life, as multiple individuals who have come to us for assistance did find our letters very helpful. These same individuals are now in their respective repayment plans that give them a reasonable time frame for loan forgiveness-or pay-off- on their federal student loan because they sought out our services. We have many individuals who are very content with our services and do wish to have us take care of their federal student loans in the future. We wish to continue to help any, and every, individual that have federal student loans who are not informed of these programs-these same programs that have been around but have not been explained to individuals by their loan carriers.We do recommend that if you receive any future correspondences from our company that you disregard them as we understand that you are aware of these programs and do not want our assistance. If you do have any other concerns, we hope that you contact us to express them.Best Regards,Management Document Service Center

Revdex.com:
I will accept the refund in the amount of 799.00. I currently have not received the refund check....

Once I receive the refund check, the case will be closed.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

When Ms. [redacted] received a
correspondence in the mail, the mailer explicitly stated that we were not the
Department of Education. Ms. [redacted] should have read that portion of the letter
clearly and researched everything that our letter stated before contacting us.
The letter merely states to...

contact us if an individual would like information
in regards to their student loans. When Ms. [redacted] contacted us in September of
2016, there was a contract that was presented where a loan advisor had given
insight in regards to what presided in the contract. Ms. [redacted] was given time
to read the contract and sign it if she wanted to continue with our program. In
our contract, there are key components that address all of Ms. [redacted]'s
complaints. However, before going into detail, let it be known that Ms.
[redacted] was approved for the program that was discussed upon enrolling with us,
as well as her monthly payment with her loan provider being $10.00 less than
what we quoted back in September.
 
To start, under "Service
Agreement Fee and Service Schedule," it states that "the purpose
of this fee schedule is to ensure that client is aware and consents to the fees
that company will charge for its services in assisting Client in
preparing documents." Ms. [redacted] signed this page that states the
purpose of the fee. This fee was transacted in order to utilize our resources
to place Ms. [redacted] in the program that she decided would be affordable
for her based off of her family size and income. After Ms. [redacted] signed this
section of the contract, we were under the impression that she understood the
reason for this fee. Ms. [redacted] also initialed where it states that the
"payments are compensation for administrative services performed by
Document Service Center relating to the consolidation and document
preparation of [her] federal student loans." The contract also explicitly
states that the fees that are paid to Document Service Center exclude any
payments that are for the Department of Education. If Ms. [redacted] had read
through her contract thoroughly, she would have understood that our fee was to
prepare her documents to place her into this government program.  
 
In our contract it also states that
there will be a "100% money-back guarantee" if the Client responds to
our inquiries, and the inquiries of the Department of Education, completely,
truthfully, and in a timely manner. There is also money-back guarantee if, for
any reason, "the DOE does not approve a new repayment program for Client,
at no fault of the Company, Company guarantees a refund of 100% of the money
collected from Client." However, any fees paid to Company at the time of
cancellation "shall be deemed earned as long as Company has acted in good
faith in performing services on behalf of Client." As previously
mentioned, we acted in good faith to get Ms. [redacted] approved for the program
that was affiliated with the servicing fee. However, upon receiving information
from Ms. [redacted] before her approval, we came across an issue that hindered our
department to perform our services smoothly. In other words, information that
we received to help place Ms. [redacted] in this government program was not complete,
nor was it truthful.
 
When Ms. [redacted] first contacted us
in September, a counseling session ensued where Ms. [redacted] discussed her
situation with a student loan processing specialist. Our processing specialists
can help determine which program would be most beneficial to the client. From
there, the client is able to determine if that would be ideal for their
situation or not. The government program that was created for individuals like
Ms. [redacted] was an income-based program that was based on family size and
income. In our contract, it states that the client must provide complete and
truthful information. When we began working on Ms. [redacted]'s file, there was a
discrepancy in her family size and income that brought her monthly amount with
her loan provider to be higher than what was stated originally. However, after
contacting Ms. [redacted], we clarified this information with her and worked to
find a way that would benefit her. Thus, resulting in her approval with her
loan provider. This was something that was done on our end to still try to find
the best way possible to benefit Ms. [redacted]-something that her loan provider's
did not disclose to her before she received our letter informing her of her
options.
 
After informing Ms. [redacted] about her
approval, we also advised her that these government benefits were out since
2010. In 2014, Ms. [redacted] seemed to have contacted her loan provider and
consolidated on her own for free. She had already done a consolidation
with her loan provider, and yet she still claims that she did not know she
could have done this for free. When she did this work on her own in 2014, her
loan provider could have informed her that she could do this income-based
program at that exact moment, however they were okay with giving her minimal
information and placing her loans on a deferment/forbearance that accrued all
of that interest-resulting in a $38,000 dollar difference. On top of that,
after consolidating her loans, all of that forbearance/deferment time that was
used up-which could have been saved rather than used up if her loan provider
had informed her of this income-based program-is gone and cannot be redeemed.
If Ms. [redacted] was informed of all of this information correctly at the time
that she had worked with her loan provider, she would have recalled that she
could do all of this on her own.
 
Ms. [redacted] also claims that she
thought we were her "loan preparation company with the US
Government." However, our contract also explicitly states that
"Company is a private company, not affiliated with any government agency,
and for a fee company will assist in assembly of student loan consolidation
documents or other application documents for student loan debt assistance
programs offered by the DOE. Company is not a lender, a debt consolidation
company, or a law firm and does not provide legal advice. Company shall deliver
completed applicants to Client, for Client's use and submission to DOE."
It also addresses how our Company is not an agent of the federal government and
that the "Client has the option to apply for consolidating for federal
student loans in a similar fashion as filing personal federal income
taxes." All of this is mentioned in the contract that Ms. [redacted] signed,
thus giving us the impression that she was entirely aware of everything that
she claims she did not know. We are not liable for Ms. [redacted] not thoroughly
reading and going through all of this information.
 
At this point, Ms. [redacted] is not entitled to a settlement or
refund because we have upheld our end that was stated in our contract. We have
placed Ms. [redacted] in a program that can give her loan forgiveness, and she can
see a means to an end on an ongoing student loan. Yes, Ms. [redacted] was charged a
fee by our company to perform services to help her with loan forgiveness, however
our services were far more beneficial than what she did for herself with her
loan provider a few years ago, and what her loan provider has done for her thus
far. What our company has done is put her on track towards loan forgiveness;
what her loan provider has done is far worse. They allowed her to accrue
$38,000 dollars in interest, waste all of her forbearance/deferment time to
where she can never catch a break if a sudden crisis were to arise, and she now
has a loan that is almost four times more than what she originally started off
with. The fee that Ms. [redacted] has paid has put her in a great position with her
loan provider. We would be more than willing to assist Ms. [redacted] if, at any
point in time, she needs assistance in her recertification or if she needs clarification
on anything that her loan provider fails to mention to her during her time of
repayment.

We do apologize for any inconvenience this process may have caused Mrs. [redacted]. However, the consolidation process is not something that we can rush or control. As Mrs. [redacted] stated, she did enroll with us on May 15, 2017. This is where our representatives explained to her the consolidation and...

income-driven repayment options. Because Mrs. [redacted] was a school teacher at the time, we informed her that she was eligible to get her loans forgiven after she stays in good standing with the program for ten years-per the Department of Education. As Mrs. [redacted] mentioned, there was no indication on our end that Mrs. [redacted] wanted to cancel, especially after we were in constant communication with her; she did not state at any point in time that she wanted to cancel and receive a refund. At the beginning of June, Mrs. [redacted] had not sent us any documentation-which, in the contract it states that this process is time-sensitive and the client is required to send in information as soon as possible so that we can begin our work. Mrs. [redacted] finally sent in an email on June 6th stating "We are in the process of moving. I have not forgotten that these documents are needed. I will get them too you ASAP. [redacted]." Based off of Mrs. [redacted]'s response and intended cooperation, there was clearly no indication on our end that she did not want to move forward with us or cancel the process. Mrs. [redacted] send in most of her information on June 12th, and sent us another correspondence stating "IRS Tax info coming ASAP." Again, no indication of wanting to cancel or receive a refund at any point in time. After receiving the information from Mrs. [redacted], there were some discrepancies in her income that changed her monthly payments with her loan provider. We attempted to contact Mrs. [redacted] a few times, but the number was not connecting. After a few weeks of not being able to reach Mrs. [redacted], she sent in an email stating that she had not heard from us. This is where we informed her that we needed to discuss some information with her because there were some discrepancies on her account. Our contract states that the client must provide truthful and honest information in a timely fashion. If we do not get honest information, and the client delays, it pushes back the process on our end. Therefore, the communication issues led to Mrs. [redacted]'s application being placed on hold. After lack of communication, Mrs. [redacted] finally informed us that she was not satisfied with the process and wanted to cancel. This was on July 19th, almost a month later. However, once we spoke with Mrs. [redacted] and explained to her the issues due to the discrepancies, Mrs. [redacted] agreed to continue the process. As Mrs. [redacted] mentioned, we informed her that her application would not be submitted until February. This was due to multiple reasons:1. Mrs. [redacted]'s income showed an almost $20,000 difference than what she originally quoted our company-this caused us to reevaluate her entire application and shift her program to work around what she could afford. As she mentioned, her payment went from $175-$425. Because Mrs. [redacted] did not provide honest information, the payment changed. This is what we explained to Mrs. [redacted] In July when she called to cancel. 2. Mrs. [redacted]'s spouse had information that we required because she filed "joint" on her taxes-filing status is a huge part of the program Mrs. [redacted] requested to be on based off of it being financially affordable.3. Mrs. [redacted]'s loans were not in the correct status in order to have her application submitted-her loans were in either "loan origination" or in a "Grace Period." In laymans terms, this means that an application will not enter processing unless one, or both, of these statuses are no longer an obstacle. For Mrs. [redacted], this would not occur until February. However, the application can be submitted 6 months prior to that date and be placed on a hold until then. In order for us to do that, we would have to wait until September or October to submit her application.After July, we contacted Mrs. [redacted] via email and telephone to inform her of all this. We finally got ahold of Mrs. [redacted] on October 12th, where we proceeded to do a conference call. The representatives at [redacted] were not able to assist us, however we got enough information to know that we could submit Mrs. [redacted]'s application and have it be placed on hold until her application could be processed in February. That is when Mrs. [redacted] mentions that we submitted her application that same day. Mrs. [redacted] did not understand how the process worked and when we attempted to explain it to her. When she spoke with [redacted], that is the information that was to be relayed to Mrs. [redacted], but at that point she did not want to listen. [redacted] tried to explain to Mrs. [redacted] that [redacted] is not able to offer the program that the Department of Education is offering, however she misconstrued that information as well. The only loan provider that can offer loan forgiveness after ten years for being a teacher is FedLoan Servicing, not [redacted] is not even an option when applying for these programs. This is truthful information that we are offering as opposed to [redacted] who is trying to keep Mrs. [redacted] in a program that is not beneficial to her.Mrs. [redacted] also mentions here that she is unemployed, however never at any point in time did Mrs. [redacted] mention that vital piece of information to us. Mrs. [redacted] informed us that she was employed as a teacher, and that her husband was unemployed. Once again, Mrs. [redacted] has violated her contract with us by not providing us with adequate and truthful information. If Mrs. [redacted] was unemployed, she would be eligible for $0 payments with the Department of Education and she would not be eligible for loan forgiveness after 10 years. Her entire program would have changed. Mrs. [redacted] has not provided us with the most accurate information for us to do our job.The contract states that the client is entitled to a refund if we are provided with honest information, and if we are not able to do the necessary documentation and put the client in the best program based off of that information. We have been provided with the information that Mrs. [redacted] gave to us, and her applicationhas been submitted based off of that information. If Mrs. [redacted] is currently unemployed, that is not information that has been disclosed to us until now. We highly encourage Mrs. [redacted] to contact us so that we can figure out the best solution for her account due to multiple discrepancies that we have come across-including the one she just mentioned in this complaint about being unemployed. We apologize for any inconvenience this may have caused, and we are more than happy to work with Mrs. [redacted] on her account. We will reach out to her to see how she would like to proceed. We also encourage and welcome her to contact us at her earliest convenience to take care of this matter.