DocuPrep Express, Inc.

I talked with Patrick today and he was very personable and professional. He set me up on a program to finally take care of my student debt. I would highly recommend DocuPrep Express. For me, 5 stars is very high praise. I usually give 4 stars because, there is always room for improvement. However, I think they really are close to perfect. Not quite there, but almost.

Initial Business Response / [redacted] (1000, 8, 2015/05/26) */ Client signed DocuPrep Express agreement stating his adjusted gross income was $16,When he sent in his pay stubs as proof of income it reflected an adjusted gross income of $40,which made his payment higherAs per our agreement, we state the payments are an estimate until proof of income is verifiedThat is why his payment is higher for the consolidationWe reached out to him many times and he has yet to contact us backClient still owes the full balance of our service

Initial Business Response / [redacted] (1000, 9, 2015/05/26) */ Client signed DocuPrep Express agreement which includes the following: Consolidation can be done at now cost, Client is responsible for any payments owed to lenders during consolidation (emails and agreement state that)Consolidation was done in just over a month exactly as she signed on our agreementAll loans were in forbearance and deferment prior to consolidatingClient spoke to the lender who gave her claims about our companyClient still owes money for our service Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/06/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) On 6/1/Docuprep emailed me indicating that they wanted a payment within days otherwise they would turn my account to collections which I feel is unnecessary and hostileEspecially since I immediately replied (as per their instruction) with questions, concerns and reasons which they offered to help me though As mentioned before, I feel that Docuprep services were misrepresented and I only entered into a contract with them based on a sales agents pitch that it would be handled in a timely manner and hassle freeThe exact opposite is what occurredI have documentation of delinquent notices from my previous lender as no correspondence was received in a timely manner from DocuprepAs a result, I spent much time making multiple phone calls between my lender and DocuPrepIf docuprep had done as the promised, I we would not be in this predicament The mentioned above was communicated in an email to Docuprep on 6/1/but as of today, 6/5/I have yet to hear back from themI am open to a payment plan even though I feel they delivered a result that was less than promised, and taking in consideration my dissatisfaction with the process of services renderedThank you Final Business Response / [redacted] (4000, 13, 2015/06/23) */ The consolidation process generally takes about days from start to finishOnce the application is submitted we provide a tracking and monitoring service to make sure all loans have been included into the consolidation, the repayment plan selected on the application is implemented and that all of the borrowers original loans were paid in full once the consolidation is completed On January 15th, the clients consolidation application was submitted to the consolidation servicerWe sent to the client forbearance request forms for both Navient as well as AES for her signature and completionOn January 26th, the forbearance forms were submitted to both servicer's Page of our agreement "Truth In Services" states: Client understands that they will need to continue making their full, current loan payments(s), on time until forbearance or deferment has been granted On 2/we received notification that Forbearance was granted for Navient until May 9th, and the consolidation was still processingClients would be going into a graduated repayment plan for an estimated payment of $ Consolidation completed on 03/03/and payoffs to original servicers would go out to pay off old loans in fullClient during this time would still receive communications from original servicers until payoff was received and loans were paid in full Client contacted Navient on 03/13/in which consolidation was then completed and Navient implemented loan to be paid back under the graduated repayment plan at that timeThis is a quick selection on the servicers end, being that the application indicated this as well as the consolidation now being complete and the repayment plan now being able to be selected The consolidation completed in a little over a months time frame which is phenomenalAll work has been completed as requestedClient was contacted regarding paymentsWe received notification that her payment on 1/20/was revoked and payments on 2/23/and 3/23/was returned back due to NSF (revoked)No payments at this time have been made on clients file and is why she received a collection letter indicating that her payments were severely past due Due to clients frustrations we are willing to offer a discounted servicer at payments of $plus the $for DPG for a total of payments at $Discounting her service a total amount of $ A call has been placed to client and we are now waiting for a call back Final Consumer Response / [redacted] (2000, 15, 2015/06/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ The consumer signed an agreement back on November 21, The payments agreed to were payments of Her first payment drafted on November 28th and in December her second payment was returned back due to insufficient fundsOn April 20, the clients consolidation was confirmed completed, confirming that DocuPrep Expresses document preparation work had been fulfilled The client was receiving collection notices because her payment for December and January was never paidHer file has not been sent to a collection agencyWe never received any frustrations from the client while with DocuPrep Express In reviewing her complaint, she has a lot of issues with Student Loan Relief Group and it was why we had advised the client to speak with them since [redacted] was their representative and where a lot of her frustrations stemmed from When we received the initial Revdex.com complaint, I reached client many times both by telephone and emailI actually just did another follow up on Aug 19th as a courtesy to make sure that her situation was resolved with Student Loan Relief Group since you let me know it had been passed [redacted] wayI would be happy to speak with her as I have made sure to be proactive on her accountI just feel as though due to her main complaint with SLRG The issue needs to be resolved with themUltimately, they are the ones who set up the payments with the client, we fulfill the work

Initial Business Response /* (1000, 7, 2015/06/11) */
Client called in for a recertificationThe charge of this service is $Client could not pay the $in a one time fee, so we offered her to split the payment into two payments of $
We use a third party savings account
provider Debt Pay Gateway, in which the clients payments draft into and hold until we can show proof that the work has been completedOnce proof has been sent, our company can get paidThis is an added layer of protection for the clientand in Debt Pay Gateway charges a processing fee of $
The fees are clearly outlined on page two of the contract, which show clients draft dates, DPG fee amounts and total payments to come outSince client had two payments coming out in the same month, the $processing fee for the second payment was waived
Client had payment of $and payment of $withdrawn from her account for a Total amount of $
A contract was sent to client for her review and signature before account was set up and payments scheduledClient signed and returned contract on 05/20/

Initial Business Response /* (1000, 8, 2015/05/26) */
Client signed DocuPrep Express agreement which includes the following: Fee payment schedule with all fees included, fees clearly state they go to the service (that's what he was signing), and Disclosure that consolidation can be done on own at
no costHe has not made any payments to us but has reschedule many timesClient still owes the full balance for our service
Initial Consumer Rebuttal /* (3000, 10, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These documents were not explained correctlyThe representatives were asked specific questions regarding my payments and what they would be going towardsThe documentation I'd misleading as well as their approach (from the representatives)This is a bait and switch scamThey are charging me several hundred dollars for a service in which they gained my information and filed a FREE consultation through the department of educationI was not aware of this and did not knowingly agree to pay for thisThese documents were emailed to me and were explained that they were to consolidate my loanThey did not clearly inform me that they were taking my information and filling with a separate company in my behalf
Final Business Response /* (4000, 13, 2015/06/04) */
December 3rd, Document Preparation Service Agreement Signed - Please note that Number on page of Agreement (Important Disclosure) states "You may, of course, try to complete your applications and consolidate your loans yourself without paying anyone a fee - However, our services are private and fee-based ...."
December 3rd, Verification Form Completed - Client acknowledged that he understood each of the statements that were listed(DocuPrep is not associated with the Department of Education, Is a privately owned company, We charge a fee for the service being provided, Client has an obligation to pay for these fees and that Client can do this on their own at no charge)
December 15, Welcome Call Completed - All Fees were discussed and a re-cap of services being provided are gone over verbally again before application submitted
December 17, - Consolidation Application and Repayment Plan Application were completed and submitted to the department of education and the tracking and monitoring phase of our service began
January 9th, - the billing department spoke with client regarding NSFClient stated that payment needed to be rescheduled due to employment being terminated and not being able to file taxes due to loans being in defaultA payment arrangement was completed for client to suite his current financial situation
January 16th, - Consolidation completeConfirmed all defaulted loans were included into consolidationClients new payment amount on loan is $As a courtesy please notify client that his payment is currently past due
Preparation Service Agreement, Verification Form and Welcome Call were all completed by clientWe have since on several occasions spoke with this client regarding paymentsWe have rescheduled these payments and have been very accommodatingWe are simply requesting the fees past due for the services the client requested our company to complete, now be paidWe are again happy to work out a payment arrangement for client at this time

Initial Business Response /* (1000, 5, 2015/10/26) */
To whom it may concern,
We have tried reaching this client on a few occasions but the number we have on file is coming back as a fax number XXX-XXX-XXXX. I have sent this client an email so we can speak in detail about her file. Thank you...

kindly.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The XXX-XXX-XXXX is my accurate phone number not a fax number. I will problem solve this, however, I do not see that any compromise has been received as I still am doing the yearly reviews all on my own. They may be an accredited business however, they do not mediate between the student loan collection folks and myself. I did not realize I was going to have to renew my standing as an income based/driven program utilizer myself, if I knew before hand that I would have to pay it and do the work on this, I probably would not have engaged any company to help. Thank you
[redacted]

Initial Business Response /* (1000, 8, 2015/05/26) */
Client signed DocuPrep Express agreement stating his adjusted gross income was $16,000. When he sent in his pay stubs as proof of income it reflected an adjusted gross income of $40,000 which made his payment higher. As per our agreement, we...

state the payments are an estimate until proof of income is verified. That is why his payment is higher for the consolidation. We reached out to him many times and he has yet to contact us back. Client still owes the full balance of our service.

Initial Business Response /* (1000, 9, 2015/05/26) */
Client signed DocuPrep Express agreement which includes the following: Consolidation can be done at now cost, Client is responsible for any payments owed to lenders during consolidation (emails and agreement state that). Consolidation was done...

in just over a month exactly as she signed on our agreement. All loans were in forbearance and deferment prior to consolidating. Client spoke to the lender who gave her false claims about our company. Client still owes money for our service.
Initial Consumer Rebuttal /* (3000, 11, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On 6/1/15 Docuprep emailed me indicating that they wanted a payment within 7 days otherwise they would turn my account to collections which I feel is unnecessary and hostile. Especially since I immediately replied (as per their instruction) with questions, concerns and reasons which they offered to help me though.
As mentioned before, I feel that Docuprep services were misrepresented and I only entered into a contract with them based on a sales agents pitch that it would be handled in a timely manner and hassle free. The exact opposite is what occurred. I have documentation of delinquent notices from my previous lender as no correspondence was received in a timely manner from Docuprep. As a result, I spent much time making multiple phone calls between my lender and DocuPrep. If docuprep had done as the promised, I we would not be in this predicament.
The mentioned above was communicated in an email to Docuprep on 6/1/15 but as of today, 6/5/15 I have yet to hear back from them. I am open to a payment plan even though I feel they delivered a result that was less than promised, and taking in consideration my dissatisfaction with the process of services rendered. Thank you.
Final Business Response /* (4000, 13, 2015/06/23) */
The consolidation process generally takes about 90 days from start to finish. Once the application is submitted we provide a tracking and monitoring service to make sure all loans have been included into the consolidation, the repayment plan selected on the application is implemented and that all of the borrowers original loans were paid in full once the consolidation is completed.
On January 15th, 2015 the clients consolidation application was submitted to the consolidation servicer. We sent to the client forbearance request forms for both Navient as well as AES for her signature and completion. On January 26th, 2015 the forbearance forms were submitted to both servicer's.
Page 12 of our agreement "Truth In Services" states: Client understands that they will need to continue making their full, current loan payments(s), on time until forbearance or deferment has been granted.
On 2/25 we received notification that Forbearance was granted for Navient until May 9th, 2015 and the consolidation was still processing. Clients would be going into a graduated repayment plan for an estimated payment of $450.00.
Consolidation completed on 03/03/15 and payoffs to original servicers would go out to pay off old loans in full. Client during this time would still receive communications from original servicers until payoff was received and loans were paid in full.
Client contacted Navient on 03/13/2015 in which consolidation was then completed and Navient implemented loan to be paid back under the graduated repayment plan at that time. This is a quick selection on the servicers end, being that the application indicated this as well as the consolidation now being complete and the repayment plan now being able to be selected.
The consolidation completed in a little over a months time frame which is phenomenal. All work has been completed as requested. Client was contacted regarding payments. We received notification that her payment on 1/20/2015 was revoked and payments on 2/23/2015 and 3/23/2015 was returned back due to NSF (revoked). No payments at this time have been made on clients file and is why she received a collection letter indicating that her payments were severely past due.
Due to clients frustrations we are willing to offer a discounted servicer at 3 payments of $149.80 plus the $5.75 for DPG for a total of 3 payments at $155.55. Discounting her service a total amount of $299.60.
A call has been placed to client and we are now waiting for a call back.
Final Consumer Response /* (2000, 15, 2015/06/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/26) */
The consumer signed an agreement back on November 21, 2014. The payments agreed to were 3 payments of 255.42. Her first payment drafted on November 28th and in December 2014 her second payment was returned back due to insufficient funds. On...

April 20, 2015 the clients consolidation was confirmed completed, confirming that DocuPrep Expresses document preparation work had been fulfilled.
The client was receiving collection notices because her payment for December 2014 and January 2015 was never paid. Her file has not been sent to a collection agency. We never received any frustrations from the client while with DocuPrep Express.
In reviewing her complaint, she has a lot of issues with Student Loan Relief Group and it was why we had advised the client to speak with them since [redacted] was their representative and where a lot of her frustrations stemmed from.
When we received the initial Revdex.com complaint, I reached client many times both by telephone and email. I actually just did another follow up on Aug 19th as a courtesy to make sure that her situation was resolved with Student Loan Relief Group since you let me know it had been passed [redacted] way. I would be happy to speak with her as I have made sure to be proactive on her account. I just feel as though due to her main complaint with SLRG .. The issue needs to be resolved with them. Ultimately, they are the ones who set up the payments with the client, we fulfill the work