Mentor USA

RE: [redacted] Account Number: [redacted] To whom it may concern, Any kind of complaint is taken very seriously as it allows us to pin point any deficiency on our behalf, making our business more successfulMentor would like to provide an update on the complaint filed aboveDuring the time that complaint was filed was during a time that internal changes were taking place, equivalently her initial point of contact went on a leave of absenceThe entire situation was a misapprehension between partiesOur processing department has been in communication with Ms [redacted] resolving her concernsMost recent conversation with Ms [redacted] was earlier today (Feb7, 2018) where she expressed she would like to rescind her complaintClient is satisfied with the resolutionFurthermore she advised she would be contacting Revdex.com to annul the complaintWe do apologize for any unnecessary duress Ms [redacted] encountered during the process as that was not our intentionsWe thank your organization as well for allowing us to clarify miscommunications of this sort

To whom this may concern,MentorUSA takes any and all complaints very seriously, we would like to apologize to Mr [redacted] for any inconvenient experience, and would like him to know that we do our best to provide each individual client with the most thorough information in order for them to understand the programs the Department of Education has to offer and make the most beneficial choice for themselves to suite the individuals needsOn 10/24/Mr [redacted] spoke to a loan advisor and was very much interested in moving forward with the services that were offered to him so he decided to sign not one but two agreements with MentorUSA and [redacted] willing to move forward because he realized that he had been over paying on his loans and the repayment plan and term he was in at the time was not PSLF-Public Service Loan Forgiveness, a program he never knew he was eligible for because his lender, [redacted] , as he stated in his original complaint, never advised him of this program He also stated that Catherine, with Mentor, advised him that this program will soon expire, this is in fact true when reading about these Federal Programs he will see that the DOE- Department of Education is trying to get rid of this very beneficial program for the simple fact that all these lenders are loosing millions of dollars, so if you are currently not in the program and it expires tomorrow then there is no PSLF for any future loan borrowers, on 10/27/we submitted documents to his lender for a re-calculation for program placement switch for a payment of $using his monthly pay stub and his current family size, at that time we e-mail client letting him know that was completed and we also sent him the PSLF application for him to have his employer fill out, on 11/7/we received a call from the client stating that he did not sign the documents correctly and he would have them sent in again, I do not understand why Mr [redacted] is filing a complaint with MentorUSA if all we have done is assist him through this process of getting his loans possibly forgiven after he makes his qualifying payments towards PSLF, we have all monitored calls as he was advised in the beginning that we do monitor calls for compliance purposes and he was advised of MentorUSA being a 3RD party document preparation company, he stated in his complaint that his loans were previously consolidated and he can do this process for free and not have to pay us $1,for years of monitoring his loans and making sure the lender ( [redacted] ) puts him back in a term where he is only paying on his interestif client reads over the retainer with MentorUSA he will see that on page of it specifically states what MentorUSA's obligation ison 11/10/client called in asking to cancel services with MentorUSA and was advised by a customer service representative that there is a cancellation process and time frame to cancel services with out any penaltieson 11/14/we tried to contact the client and left a very detailed message that his account was still open and he did not return our call but he sent an e-mail on 11/17/stating that he wanted to revoke the POA, we again tried to reach out to him on 11/17/and 11/21/but client still has not returned our calls, we have sent for the file to be cancelled out on 11/22/with [redacted] , therefore it is not clear why Mr [redacted] has submitted a complaint with the Revdex.com towards MentorUSA if our services of educating him on the fact he is eligible for these programs, and how to take advantage of these options has been successfulWe advise clients to do their own research on [redacted] and how they are not able to assist him with the PSLF due to the reorganization of the federal lending guidelines and agencies MentorUSA would like to thank you for the opportunity to respond to this complaint and if anything else is needed in order to get this taken care of please advise us, we have agreements on hand as well as conversations with client of him being advised of services being rendered

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I would like to rescind my complaintI have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [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. I am rejecting Mentor’s response because the following information was not addressed in my complaint: At no time did I receive any email or notification that Mentor USA sent a cancellation request to [redacted] Corporation to cancel the service. I will appreciate a notification by email that this unfortunate business transaction has been resolved and I will not be financially liable for the $1300 that I was asked to pay to consolidate my student loan that has been already been consolidated a long time ago. As per the PSLF, all I had to do was to fill out the PSLF form and send it to my Human Resource Department and send the received PSLF form from my Human Resource Department to the fax number specified on the PSLF form. Regards, [redacted] ***

to whom this may concern, I have attempted to contact Mr*** on may occasions in order to get this matter resolved, for some reason MentorUSA never got notice of this complaint when it was first filed, Mr*** signed up with MentorUSA on 8/1/looking for assistance with his
federal student loans and was very much interested in lowering his term and current payments that he has now, we advised him of what he is eligible for according to the Department of Education repayment estimator and client was content and more than willing to move forward, I tried to reach out to him yesterday 10/10/and again today but was unsuccessful, I wanted to apologize to Mr***, for any inconvenient experience he had with MentorUSA and assure him that his file has been cancelled out indefinitelysince I was not successful on getting a hold of him over the phone I sent him an E-mail explaining the situation and why his loans were placed in forbearance and hope that this matter can be closed and resolved to his satisfaction, I will copy and past the E-mail below and MentorUSA wants to extend their gratitude for giving us the opportunity to respond to the complaint Mr*** filed against our firm, we hope that this matter can be resolved in a timely fashion and if anything else is needed from MentorUSA please feel free to reach out to us. Wed 10/11/9:AM*** *** ***MENTOR CONTACT ATTEMPT RE: Revdex.com ResolutionTo '***Hello ***, I tried to contact you today so that we can go over the complaint filed against MentorUSA, I understand that you are not satisfied with the fact that we placed your loans in forbearance, I wanted to take the time to apologize and assure you that your account here with MentorUSA will be cancelled out indefinitely per your request, the reason that we placed the loans in forbearance is because when you first enrolled for our services on 8/1/you advised us that you were set up on auto draft with the lender so we contacted them and were advised that no payment was due until October of 2017, so we set up a task to follow up with the lender and complete the process of stopping the auto draft, all of this was done on 8/2/2017, this is all company policy since we are set out to provide a service and make sure that no payments are taken out while the loans are going through the consolidation/program placementOn 8/4/one of the representatives contacted you in regards to income documents in which at that time you advised her that you wanted to cancel services, I tried to reach out to you on many occasions but was not successful so we did stop work on the file, again we apologize for any inconvenience and assure you that the file has been cancelled out, keep in mind that the representative that set up that task to follow up and cancel the auto drafts with your lender did not acknowledge that I cancelled your file out, I hope that this can be resolved accordingly and again assure you that we did not fraudulently change any information with your lender, and per the agreement and signed Power of Attorney the task was set up before file was cancelled out. If you have any questions or concerns please feel free to reach out to me anytime Mon-Fri 8-pm PSTThank you again for your time, I will also respond to the Revdex.com letting them know that I have reached out to you and hope that this can be resolved without any further actions. Student Loan Processing Department***r-Resolution Speacialist*** *** * ***
This e-mail message may contain confidential or legally privileged information and is intended only for the use of the intended recipient(s)Any unauthorized disclosure, dissemination, distribution, copying or the taking of any action in reliance on the information herein is prohibitedE-mails are not secure and cannot be guaranteed to be error free as they can be intercepted, amended, or contain virusesAnyone who communicates with us by e-mail is deemed to have accepted these risksStudent Application is not responsible for errors or omissions in this message and denies any responsibility for any damage arising from the use of e-mailAny opinion and other statement contained in this message and any attachment are solely those of the author and do not necessarily represent those of the company

In response to the *** rejection of our proposed complaint resolution, client stated in original complaint that he wanted his account closed and no further dealings with the company. As per the request his account was closed and no further actions taken. As per his complaint, it also was clear that the client understood that there were multiple companies working with him, and also that this was a service. It is disturbing that under the law, a person is innocent until proven guilty, but a company is under extreme negative scrutiny when all aspects of their dealings have been honorable but a client is unsatisfied in getting what they requested. The client specifically addresses their desire to get resolution letter from EA regarding their financial obligation in the rejection, and as such this complaint should be directed towards EA for obtaining such a letter.Client makes accusations and derogatory assumptions about Mentor USA, when actually multiple documented efforts to reach the client were unsuccessful, and opportunities to resolve this as the client had requested were unable to be completed. The client requested a cancellation that follows a protocol and cannot be dictated outside of the companies standard operational procedure or policy for evaluating the validation of closing a file out. Both the service agreement with Mentor, and the financial agreement with *** *** are provided the client on day 1, and are independent organization agreements that need to be dealt with accordingly. The legal agreement is made available with the options in writing for cancellation and assuring up to date results as a product of the actions taken on behalf of a client

To whom this may concern,MentorUSA takes any and all complaints very seriously, we would like to apologize to Mr. [redacted] for any inconvenient experience, and would like him to know that we do our best to provide each individual client with the most thorough information in order for them to understand...

the programs the Department of Education has to offer and make the most beneficial choice for themselves to suite the individuals needs. On 10/24/2017 Mr. [redacted] spoke to a loan advisor and was very much interested in moving forward with the services that were offered to him so he decided to sign not one but two agreements with MentorUSA and [redacted] willing to move forward because he realized that he had been over paying on his loans and the repayment plan and term he was in at the time was not PSLF-Public Service Loan Forgiveness, a program he never knew he was eligible for because his lender, [redacted], as he stated in his original complaint, never advised him of this program.  He also stated that Catherine, with Mentor, advised him that this program will soon expire, this is in fact true when reading about these Federal Programs he will see that the DOE- Department of Education is trying to get rid of this very beneficial program for the simple fact that all these lenders are loosing millions of dollars, so if you are currently not in the program and it expires tomorrow then there is no PSLF for any future loan borrowers, on 10/27/2017 we submitted documents to his lender for a re-calculation for program placement switch for a payment of $83.00 using his monthly pay stub and his current family size, at that time we e-mail client letting him know that was completed and we also sent him the PSLF application for him to have his employer fill out, on 11/7/2017 we received a call from the client stating that he did not sign the documents correctly and he would have them sent in again, I do not understand why Mr. [redacted] is filing a complaint with MentorUSA if all we have done is assist him through this process of getting his loans possibly forgiven after he makes his 120 qualifying payments towards PSLF, we have all monitored calls as he was advised in the beginning that we do monitor calls for compliance purposes and he was advised of MentorUSA being a 3RD party document preparation company, he stated in his complaint that his loans were previously consolidated and he can do this process for free and not have to pay us $1,300 for 3 years of monitoring his loans and making sure the lender ([redacted]) puts him back in a term where he is only paying on his interest. if client reads over the retainer with MentorUSA he will see that on page 3 of 10 it specifically states what MentorUSA's obligation is. on 11/10/2017 client called in asking to cancel services with MentorUSA and was advised by a customer service representative that there is a cancellation process and time frame to cancel services with out any penalties. on 11/14/2017 we tried to contact the client and left a very detailed message that his account was still open and he did not return our call but he sent an e-mail on 11/17/2017 stating that he wanted to revoke the POA, we again tried to reach out to him on 11/17/2017 and 11/21/2017 but client still has not returned our calls, we have sent for the file to be cancelled out on 11/22/2017 with [redacted], therefore it is not clear why Mr. [redacted] has submitted a complaint with the Revdex.com towards MentorUSA if our services of educating him on the fact he is eligible for these programs, and how to take advantage of these options has been successful. We advise clients to do their own research on [redacted] and how they are not able to assist him with the PSLF due to the reorganization of the federal lending guidelines and agencies.  MentorUSA would like to thank you for the opportunity to respond to this complaint and if anything else is needed in order to get this taken care of please advise us, we have agreements on hand as well as conversations with client of him being advised of services being rendered.

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 am rejecting Mentor’s response because the following information was not addressed in my complaint: At no time did I receive any email or notification that Mentor USA sent a cancellation request to [redacted] Corporation to cancel the service. I will appreciate a notification by email that this unfortunate business transaction has been resolved and I will not be financially liable for the $1300 that I was asked to pay to consolidate my student loan that has been already been consolidated a long time ago. As per the PSLF, all I had to do was to fill out the PSLF form and send it to my Human Resource Department and send the received PSLF form from my Human Resource Department to the fax number specified on the PSLF form.  
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I would like to rescind my complaint. I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

RE: [redacted] Account Number: [redacted] To whom it may concern, Any kind of complaint is taken very seriously as it allows us to pin point any deficiency on our behalf, making our business more successful. Mentor would like to provide an update on the complaint filed above. During the time that...

complaint was filed was during a time that internal changes were taking place, equivalently her initial point of contact went on a leave of absence. The entire situation was a misapprehension between parties. Our processing department has been in communication with Ms. [redacted] resolving her concerns. Most recent conversation with Ms. [redacted] was earlier today (Feb. 7, 2018) where she expressed she would like to rescind her complaint. Client is satisfied with the resolution. Furthermore she advised she would be contacting Revdex.com to annul the complaint. We do apologize for any unnecessary duress Ms. [redacted] encountered during the process as that was not our intentions. We thank your organization as well for allowing us to clarify miscommunications of this sort.