Federal Student Loan Alliance

Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I have not recieved this refund, I just went through my account with the bank Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The contents on the response from FSLA are untrueI can provide documentation that I paid $towards my "consolidation", not 1/of the $I also wish to see the documentation of my consolidation on November which is again, I believe to be untrueI have tried to contact Federal Student Loan Alliance throughout my contract with them and they did not respond to me until I threatened to leave and request a refundAccording to their contract, they state a 100% money back guaranteeI am not satisfied, these statements of monies not paid are untrue and I called the Department of Education on January and there was no loan consolidation since Regards, [redacted]

Good Morning ***, # I am forwarding you the e-mail sent to [redacted] Upon reviewing his file I went ahead and provided him with a full refund of $ [redacted] We had a pleasant conversation and he seemed content with the outcome I did apologize on behalf of the company for the human errors and the lack of communication that occurred in his case I hope this helps resolve this complaint Please let me know if you need any more information in regards to this Regards, [redacted] Accounts Manager Federal Student Loan Alliance --------------------------------------------------------------------------------...⇄ From: [redacted] [mailto: [redacted] ] Sent: Friday, October 31, 11:AMTo: [redacted] 'Subject: Cancellation of Services & Refund Good Morning ***, It was a pleasure speaking with you this morning ! Per our conversation below please find a secure record of the refund transaction in the amount of $ [redacted] I do once again apologize for the discrepancies occurred in your file and the delayed responses received As I explained our company has undergone many changes and be assured there was never any ill will intended simply human error I do hope the full refund of the fees paid alleviates your situation Once again please keep in mind the transaction could take up to 7-days to reflect on your account Please let me know if you have any question or if I may be of help in any other way Create Date Type Name Result Routing # Account # Amount 10/31/12:PM Sale [redacted] , [redacted] AUTH NUM [redacted] ($ [redacted] ) **PLEASE NOTE: THE PARENTHESIS ON THE AMOUNT DOES IMPLY REFUND REGARDLESS OF THE CONFUSING “SALE” FIELD REFLECTED [redacted] Regards, [redacted] Accounts Manager

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I may have gotten dates wrong in my original communications, however there are still inaccuracies and untruths that remainI was contacted by [redacted] on June 11, after an initial phone conversationOn June I responded to that email saying I was unable to come up with the start up fee On June 16th she responded that the sooner I completed the start up fee the sooner I would begin the new payment structure to my student loan creditorsThe contract for services was returned signed by me on June One full month went by without any communications for myself or [redacted] ***Then on August 22, I received a message from Ms [redacted] stating she had left me a message regarding continuing with the programI responded to her and on August regarding changes to the scheduled auto withdraw of paymentsI had to reset the withdraw because I was continuing to have difficulty managing the feesAfter that I contacted Ms [redacted] on September 10, due to FSLA presenting to my bank an unauthorized payment for feesThis presentation for payment was not authorized by me and created a negative balance and fees from my bank I followed up with an email to [redacted] *** and I provided a screen shot of my bank statement showing the negative balance and awaited resolutionIn a follow up email on September 11, I was provided a name, Johana and a direct phone number to contact Johana if I had any questions about the refund of NSF feesI attempted to call Johana but never was able to make contact with her and she never returned any of my callsI need to say that my bank honored the draft from the account even though there was insufficient fundsSo by this time I have already paid in to the scam $530, and FSLA has failed to respond to me timely, has withdrawn money without permission and has added to my financial burdens instead of helping meI at this point, was frustrated and no longer wished to continue my relationship[ with FSLA because of their lack of professionalism and poor business practicesThey from the very start neglected the terms of the contract I entered intoBut foolishly on my part continued to honor my wordOn October I received an email in response to phone messages I left for Ms [redacted] with an attachment from [redacted] , stating that the last payment of fee did not clear the bankI contacted my bank and they told me no such payment had presented from any company in the amount set forthThe company, FSLA never presented the payment but wanted to create a story that they didI returned an email on October 13, detailing again what my bank told me and that I had not yet, to this point received resolution about the NSF reimbursement from the last time, one month prior, FSLA didn't do what they were suppose to doBut I was just told that nothing had been receivedSo I resent the screen shot via email on October and waitedI never received any communications form anyone, even though Ms [redacted] indicated in her response to the October email that I wouldNothing else occurred during the next few weeksThen on December 9, a person representing FSLA, Daniel called my home to discuss paymentsWhen I began to detail my plight and dissatisfaction with FSLA he started telling me of unreturned phone messages, of which I rebuke as total liesNot only do I have voicemail services through my phone carrier, I have an answering machineI think the above details show a willingness to communicate with FSLAIt was during this conversation that [redacted] told me I would receive a full refund of the money I had paid in to date, $He went further to day it would take to days to process my refund and went so far as to give me the name of the person that would be in charge of processing the refund [redacted] , her direct number [redacted] I began calling her as soon as I hung up with [redacted] and continued every day I was not at work and never was able to get a return call or an emailOne day I called and instead of getting a voicemail, I got a automated message that no one was available to take my call and then the call was disconnected without further instructions for assistanceSubsequently, because I refuse to accept subpar service now they want to punish me and steal my money for bringing to light their unethical practices Second I was never informed that Ms [redacted] no longer worked for the company as I continued to email herI have never received a phone call, letter or email form anyone that another employee of FSLA would be working with me and my accountI assume that when an employees leaves another takes their place and resumes businessYet this did not happen in my caseI think it is because FSLA knows they have misrepresented themselves IF FSLA is in the business of collecting money and then not rendering services then they are criminals and thieves praying on people looking for help to pay bills and become more financially stableMy plight and difficulty with finances was evident from the very first interactions and there was never any mention that a delay would result in retaining my money Likewise, there was every indication on the part of the representative of FSLA that I was in communications with, [redacted] ***, that an effort would be made to correct mistakes on the part of FSLA, which included refunding money to meThat never happenedFSLA contests that correspondence was sent to my home, which I never received and phone calls that were never returned, but as states within this response I have proven that I am willing to respond when contacted I should have been contacted by a new counselor when, if Ms [redacted] was no longer working for FSLA, and this issue would have been put to rest long before nowBut the fact remains Ms [redacted] admitted to mishandling of my case and did attempt to make it right but nothing came of itI just want what is owed to meI can not afford to give away that kind of money and not receive anything in returnFSLA has failed to prove that they provided any service to me that would justify them keeping my money Below I have provided copies of emails between myself and my only official contact person at FSLA as well as the copy of the screen shot of the unauthorized draft NSF fee transactionThis is again proof that I am sincere in my request and am only asking for what is mineI have furthermore proven that FSLA has failed to satisfy or guarantee their services as the claim insistYet once they hooked me and began to receive my money I was no longer of usePlease assist me in reclaiming my money so that I may begin to work with my creditors to satisfy my debtsI look forward to hearing from you soon

From: [redacted] ] Sent: Friday, October 31, 12:PMTo: [redacted] Subject: Client Named [redacted] Hi ***, Below please look at the record of transactions posted for [redacted] I believe her last contact was in regards to us not having refunded the amounts we had said we did The refunds were issued I just believe it was not reflecting on her account as soon as she expected it to However the refunds were issued on the dates promised 10/10/2:PM 10/10/11:PM FSLA Enrollment - Single Debit [redacted] Credit Sent Debit Sent AUTH NUM [redacted] 10/15/ [redacted] 10/21/2:PM 10/21/11:PM FSLA Maintenance - Recurring Debit [redacted] Credit Sent Debit Sent AUTH NUM [redacted] 10/23/ [redacted] Regards, [redacted] Accounts Manager Federal Student Loan Alliance Direct/Fax: 714/265- Toll Free: 888-304- [redacted] www.federalstudentloanalliance.com

We destroy all personal info daily

---------- Forwarded message ----------From: [redacted] < [redacted] >Date: Wed, Jan 21, at 4:PMSubject: Ref: ID # [redacted] [redacted] To: [email protected] whom it may concern, [redacted] originally contacted us in May of regarding her loans and spoke to one of our AdvisorsShe actually contracted with us on June 23rd, not in October as she stated in the complaintThe client continuously postponed payments which delays the process for her consolidation on our end and the client was communicated of this issueWhen our office tried contacting her, she was unresponsive via phone calls and us mailThe client also stated that she spoke with [redacted] in early November and unfortunately [redacted] has not been with our company since OctoberWe tried contacting the client in October regarding past due payments and documentation still not provided by the client only to not get through, other than leaving a message with a family memberOur collections agent finally was able to speak to the client on December 9th , regarding collections and she decided upon cancellation and request for refundUpon further review of this file we have determined that based off of the multitude times of client unresponsiveness and policies of our documentation sent out to client (Clearly noted in the contract), we have regrettably denied for her request for refundThank you kindly for your timeBest Regards, [redacted] Student Loan Lead Processor [redacted] 1Toll Free Ext: [redacted] Direct line [redacted] FaxFashion Lane #207Tustin, CA [redacted] www.federalstudentloanalliance.com

just spoke with customer she wants to retract complaint

Client was advised that the process would not start until she was out of schoolThe documents provided is the consolidation that was pushed forward and submittedThrough the process, it is indicated that the consolidation would wait til she was out of schoolThe client took upon herself,at some point in time after the correspondence on 03/07/2014, to speak to the Servicer herself to change whatever we had put in place for her best interestWe did service the client as specified in our contract, however client interfered by changing route of correspondence designated to return to usShe is still eligible for programs that the Servicer may not inform her aboutPlease see attached documents and contract were we serviced the client as stated in the contract Thank you for your time, [redacted] Client Relations Manager ###-###-#### ###-###-####

---------- Forwarded message ---------- From: [redacted] < [redacted] > Date: Tue, Oct 21, at 10:AM Subject: Re: You have a new message from the Revdex.com To: "[email protected]" Hello, I wanted you to be aware that this company charged my account twice on October 17, Once for a maintence fee of and then They have yet to credit my account the other I have left several messages and no one seems to want to return my calls or my money Thank you, [redacted]

Mrs***'s file was submitted for cancellation and review of refund eligibility. This process usually takes anywhere from 7-business days being submitted on the 12th of January makes this it's 3rd day of processingYes, I was able to confirm the discrepancies that unfortunately
happened within her file due to the inaccuracy of our past employee *** ***. Upon the discovery of such her case was expedited and she has been issued a complete refund in the amount of $495.00. The authorization for this transaction is ***. Mrs*** is able to track the transaction with her financial institution as of this point. Once funds have left our account we have absolutely no control as to when the money will reflect credited on her account. I have typically heard of these clearing within business days depending on the banking institution.Federal Student Loan Alliance is deeply apologetic in this case and assumes responsibility for the inconvenience caused to the client. A refund of her complete funds has been issued
Regards,
*** ***
Accounts Manager
Federal Student Loan Alliance
Direct/Fax: ***
Toll Free: ###-###-####
***@fslagroup.org
www.federalstudentloanalliance.com

customer has been refunded

Hi ***
We
went ahead and spoke to *** *** *** (I do not have his case #) in regards to the complaint he filed against us. Just to make it a bit easier for you to understand I will explain the circumstances. When I spoke to *** *** a couple of weeks ago he requested cancellation and a refund of his account, he wanted services terminated and claimed the contract sent to him electronically had been forged. It was explained to him he was not eligible for a refund since the processing of his consolidation had already been started Shortly after I received notice of the Revdex.com complaint and started handling the matter by contacting *** *** who then referred me to you *** ***
Confusion blindsided me when I was informed by our processing department that *** *** has been working with them hand in hand on a weekly basis providing needed documents and information not ever mentioning complaints filed etc… Our office manager *** *** picked up his call this morning (10/31/14) and advised him we had put the processing of his file on hold until we further made contact in regards to what his final decision is
He decided to remain a client with our company. We did waive his last enrollment installment fee as a courtesy. *** *** promised to retract his complaint filed with the Revdex.com so we may continue to work on helping him benefit from our services
Regards,
*** ***
Accounts Manager
Federal Student Loan Alliance

To Revdex.com:
We are very sorry for not getting back to you until now We had a serious medical issue with our Manager who handles our complaints, so there was a transition period of getting a new person trained and caught up on these sort of things I ask that you can
show us some compassion with the delay in our response to your request, considering it was an unexpected medical emergency, as oppose to pure negligence
In response to the claim submitted by *** ***, there is no reason we can be held liable for breaching our Client Agreement, that was signed by her on April 24th, I have attached the client agreement with her signature, along with a record of our notes tracking every interaction with her and/or for her At her request, we cancelled her file on August 29, 2014, after informing her that there would be no refund as per our client agreement that she signed Please see original signed agreement, stating our refund policy and also proving her claims for a refund are simply not valid Please let me know if there is anything else I need to do to make sure this does not progress any further than it already has, thanks!
*** ***
Operations Manager
***
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed
appear below
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***0, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

From: *** *** [mailto***@fslagroup.org] Sent: Friday, October 31, 1:PMTo: ***Subject: Complaint ID *** - -
Hi *** ***,
Attached please find a copy of the contract and some notes on her file. *** *** decided to change her mind and asked for a refund. Per the contract signed she is not eligible for one. Not once did our company last months to contact her. Messages were left and contact was made
Please let me know if there’s anything else I can provide you with in order to resolve this matter
Regards,
*** ***
Accounts Manager
Federal Student Loan Alliance
Direct/Fax: ***
Toll Free: 888-304-***
***
www.federalstudentloanalliance.com

customer has signed contract and is reversed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I do have compassion for your manager, but as a company whose business function is to manage clients paperwork this just proves my point in why I don't trust the company to look out for my best interest I received your notes on your contact with me and my financial lendersIn your reply you did not mention the extensive amount of time that nothing was done with my fileTogether we talked with my lenders on May 1, I concurred that this happenedI have no idea what 5/30/statesBut on 6/5/2014, I did not talk to anyone at your company and I have my phone records to prove itThere was no call from your company to me on 6/5/(see attached document)So, this means from May 1, to Aug29, not one worker contacted me in regards to my filesThat is a days, or business daysFurthermore, I was the one to contact you on Aug29, 2014, and I was told that a supervisor would call me to discuss this matter (I'm still waiting for that call!)I gave this company $for what?
Not valid? Yes, I signed the contract but clearly from your minimal notes you can see that no work if any was done for a long period of timeHow do you expect to stay in business when this is the skill your company is advertising? I was told I would not have to do the research, stay current on constant changing rules in the loan business and that you were going to do the work for me to decrease my loansI was told I would not have to worry, you would do the leg work All that you did was take my money, where do you accept responsibility for not following throughSo, there is no accountability for your part in the contact? That's a great scam
*** ***
Also, I hope that the documents that were posted by your company are only seen by the Revdex.com, Your company and IMy private information should have been blacked out before you attached it, I feel that is what a professional company would have done to protect your client (past or present) in this day and age

To Whom It May Concern:
We are refunding the file for the amount of $to the credit card on file for this client
In reviewing the details of the file it appears the enrollment status of the client was inadvertently overlooked with regard to the timing of the consolidation submission
The consolidation was processed erroneously in advance of the completion date of the clients enrollment in school and was therefore cancelled by the DOE
The DOE failed to notify FSLA of the cancellation and until this issue was researched to resolve this complaint the status of the consolidation was unknown
Sincerely,
*** ***
Client Services Manager
Federal Student Loan Alliance
###-###-#### (Direct)