Merrill & Hart

This Client came to us with 19 student loans totaling over $60K and requested help as she was not getting any answers or help from her loan servicer. We explained all of her repayment options and the benefits of enrolling into an income driven repayment plan. This client wanted her... payment reduced according to her income and family size. We processed all of her documents and income with the department of education and her loans were consolidated. The Department of Education and the loan servicer approved her repayment plan of $309, which was lower than the standard plan as agreed for our setup and processing fee of $499. She signed up for us to renew her annually for the income driven repayment plan and changed her mind. She has paid $499 to our company and the entire renewal fee of 199.50 plus her overdraft fee to her bank for $29 has been refunded to her as she requested. Her payment profile was set up with her loan servicer as agreed. This could not have been done without her permission or her personal banking information. Her loan servicer, Nelnet took a payment of $309 and she is requesting that M [redacted] and Hart reimburse her for her payment to the Loan Servicer, Nelnet who is contracted by the Department of Education. We do not have the authorized by Nelnet or the Department of Education to refund her this payment. I have attached her agreement to this dispute. Below is a copy of the correspondence that took place between the client and myself. This does not include the multiple phone calls and work that we have done for this client. Sincerely, Rhonda Me [redacted] CEO Good Morning ***According to the agreement you signed with us, we did our job. Nelnet is the organization that took a payment. We have no notice from you that states that you wanted your payment to be late, put in forbearance or defaulted. I apologize for any miscommunication. I am trying to work with you. We are not members of the BBB and will never be as it is an organization designed for businesses in which they have to pay large fees to be a member so that they can control the way that complaints are filed. I understand financial crisis and do not ever want to put someone in a position of hardship. You can stop payment with your bank on Nelnet. Also, I have completely refunded your service fees. I will send the Overdraft charge to you today. That brings the total refund to $228.50. That is a difference of $80. If this still does not ease your financial hardship please do not hesitate to email me and I will overn [redacted] that to you along with the $29 bank charge.Have a Blessed Day,Rhonda M [redacted] CEOfFrom: [redacted] Sent: Tuesday, October 20, 2015 10:45 AMTo: Rhonda M [redacted] *[email protected]>Subject: Fw: M [redacted] & Hart Inc. Transaction ReceiptHi,So who did this authorization. You can credit my account the full $309.81. I have filed a compliant with the BBB. They should be in touch. I paid your company $500.00 and over $500 in services charges and I have not received a dollar off my loans. This is outrageous. I have asked for a full refund from the BBB. Additionally, you logged into my account and added a prenote to my account without my authorization. That is FRAUD. I expect a FULL refund. On Tuesday, October 20, 2015 1:40 PM, Rhonda M [redacted] <[email protected]> wrote:***I am able to refund you the monthly recertification fees that you paid to us to recertify you annually. I have refunded you a total of $199.50. You will receive receipts for the refunded amounts by email I do not have the authority to refund the Nelnet payment. However, since you are able to log into your Nelnet account, I would advise you to request a forbearance since you are unable to make the income driven payment.Have a Blessed Day,From: [redacted] Sent: Tuesday, October 20, 2015 10:08 AMTo: Rhonda M [redacted] <[email protected]>Subject: Re: M [redacted] & Hart Inc. Transaction ReceiptHi Rhonda,This was changed on 10/06 by your company. I changed the password just now. There is nothing you can do to reverse it. YOu will have to issue the refund from your company. AGAIN, this was NOT authorized and I have the emails to show I did not authorize this. Please submit $309.81 back to me TODAY!On Tuesday, October 20, 2015 1:04 PM, Rhonda M [redacted] <[email protected]> wrote:We are unable to log into Nelnet to reverse the charges as the password has been changed. I sent you a receipt of the refund for $39 and the bank charge you requested.

I do not agree with what M&H is commenting on. I have emails proving this which I sent to the Revdex.com already. When the company came back with the amount of $309, I told them I do not agree with that amount. I was promised an amount of just over $a month so when they came back with $309, I told them to cancel my service. It took them over months to get me this amount, and I was very upset. I had to contact them, I had to tell them no, I had to reach out numerous times to find out what was going on as they kept pulling the $from my account and nothing was being done. I did receive a refund for all the charges of $39.95, but I did not get a refund of the $they took from me for the services that were not rendered/promised. I did not pay them $to then tell me I had to pay more for my monthly payment.
The company is not a trust worthy and is scamming customers. I would like my $back and the $I did not authorize them to take from me. That company logged into my Nelnet account and authorized the charge. I did not!
As stated in the latest comment from M&H, I understand this is my debt. This is not about the amount of money I owe the department of education. This is about a company making promises to me and not fulfilling those promises. The individuals working at M&H should feel ashamed. Additionally - I am not the only customer who feels this way. Take a look at the reviews of this company.
Please refund me what I am owedThank you
***

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me The issue of not being able to reach them was a technical one and they responded promptly and called me todayI am going to continue working them since we have had an excellent working relationshipI will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

This Client came to us with 19 student loans totaling over $60K and requested help as she was not getting any answers or help from her loan servicer.  We explained all of her repayment options and the benefits of enrolling into an income driven repayment plan.  This client wanted her...

payment reduced according to her income and family size. We processed all of her documents and income with the department of education and her loans were consolidated.  The Department of Education and the loan servicer approved her repayment plan of $309, which was lower than the standard plan as agreed for our setup and processing fee of $499.  She signed up for us to renew her annually for the income driven repayment plan and changed her mind.  She has paid $499 to our company and the entire renewal fee of 199.50 plus her overdraft fee to her bank for $29 has been refunded to her as she requested.  Her payment profile was set up with her loan servicer as agreed.  This could not have been done without her permission or her personal banking information.  Her loan servicer, Nelnet took a payment of $309 and she is requesting that M[redacted] and Hart reimburse her for her payment to the Loan Servicer, Nelnet who is contracted by the Department of Education.  We do not have the authorized by Nelnet or the Department of Education to refund her this payment.  I have attached her agreement to this dispute. Below is a copy of the correspondence that took place between the client and myself.  This does not include the multiple phone calls and work that we have done for this client.
Sincerely,
Rhonda Me[redacted] CEO
 
Good Morning [redacted]According to the agreement you signed with us, we did our
job.  Nelnet is the organization that took a payment.  We have no
notice from you that states that you wanted your payment to be late, put in
forbearance or defaulted.  I apologize for any miscommunication.  I
am trying to work with you. We are not members of the Revdex.com and will never be as it is an
organization designed for businesses in which they have to pay large fees to be
a member so that they can control the way that complaints are filed.  I understand financial crisis and do not ever want to put
someone in a position of hardship.  You can stop payment with your bank on Nelnet.  Also, I
have completely refunded your service fees.  I will send the Overdraft
charge to you today.  That brings the total refund to $228.50.  That
is a difference of $80.  If this still does not ease your financial
hardship please do not hesitate to email me and I will overn[redacted] that to you
along with the $29 bank charge.Have a
Blessed Day,Rhonda M[redacted] CEOfFrom: [redacted] Sent: Tuesday, October 20, 2015 10:45 AMTo: Rhonda M[redacted][email protected]>Subject: Fw: M[redacted] & Hart Inc. Transaction ReceiptHi,So who did this
authorization.  You can credit my account the full $309.81.  I have
filed a compliant with the Revdex.com.  They should be in touch.  I paid
your company $500.00 and over $500 in services charges and I have not received
a dollar off my loans.  This is outrageous.  I have asked for a full refund
from the Revdex.com.  Additionally, you logged into my account and added a
prenote to my account without my authorization.  That is FRAUD. I expect
a FULL refund. On Tuesday, October 20, 2015 1:40
PM, Rhonda M[redacted] <[email protected]>
wrote:[redacted]I am able to refund you the
monthly recertification fees that you paid to us to recertify you
annually.  I have refunded you a total of $199.50.  You will receive
receipts for the refunded amounts by email I do not have the authority to
refund the Nelnet payment.  However, since you are able to log into your
Nelnet account, I would advise you to request a forbearance since you are
unable to make the income driven payment.Have a Blessed Day,From: [redacted] Sent: Tuesday, October 20, 2015 10:08 AMTo: Rhonda M[redacted] <[email protected]>Subject: Re: M[redacted] & Hart Inc. Transaction ReceiptHi Rhonda,This was changed on 10/06 by
your company.  I changed the password just now.  There is nothing you
can do to reverse it.  YOu will have to issue the refund from your
company.  AGAIN, this was NOT authorized and I have the emails to show I
did not authorize this.  Please submit $309.81 back to me TODAY!On Tuesday, October 20, 2015
1:04 PM, Rhonda M[redacted] <[email protected]>
wrote:We are unable to log into
Nelnet to reverse the charges as the password has been changed.  I sent
you a receipt of the refund for $39 and the bank charge you requested.

[redacted] enrolled with Merrill and Hart on Oct 3, 2014.  Sandy informed him that the process is one that he can do on his own and that Merrill and Hart is a 3rd party processing company for individuals who find it difficult to maneuver their way thru student loans.  Very similar to...

filing taxes, one can do it on their own or use a 3rd party processing center.On Oct 9th Sandy informed him that we needed income verification to submit a complete file to the Dept of EducationOn OCt 15th he responded and sent his income verification On Oct 15th we processed his documents and his consolidation application with an income driven repayment plan request.On Oct 21st He made a payment of 124.75 to Merrill and HartOn Nov 9th we attempted to contact him to remind him that we were waiting on a response from the dept of education.On Jan 5th we emailed him and told him his consolidation and his repayment plan was approved and that we needed to set up his payment profile.We attempted to call him to retrieve the necessary information to set up his payment profile.  [redacted] did not return our call and set up his payment profile on his own and sent in the employer certification.The week of Feb 10th he called and requested a refund after the work was completed and stated he no longer wished to use our services and would continue to recertify each year independently.  We refunded the $40 that he paid on his final payment.  This was a job well done by a great team.Sandy has been in the people business for over 40 years.  SHe is a woman of integrity and honor.  She in no way mislead [redacted].Nathaniel is not only a man of trust and truth but is an upstanding citizen in the community.  He did not mislead [redacted].  [redacted] had buyer's remorse after the work was completed.Sincerely,[redacted]

I spoke with [redacted] and have resolved the communication issues.  All is well.

[redacted] was refunded the entire amount and we have copy of the receipts.  Amy authorized us to set up her payment with the department of Education.  Which we did as she had requested according to her agreement.  Once The department of education took their automatic payment she became upset and requested that we refund her the payment that was made to the Department of Education, money that she borrowed from the Federal Government.  We are not authorized to refund the Government’s money, nor do we have access to it.  She was refunded every penny paid to M&H for work that she authorized us to complete.  After completing the service she requested to avoid delinquency, she then became irate because she overdrafted her account.
Her Standard monthly payment would have been over $500 per month on $67K that she borrowed, not MHI.  The Department of Education approved her for an income driven repayment plan at $309.  She was angry that they would not approve her for the PAYE plan at $176.

I do not agree with what M&H is commenting on.  I have emails proving this which I sent to the Revdex.com already.  When the company came back with the amount of $309, I told them I do not agree with that amount.  I was promised an amount of just over $200 a month so when they came back with $309, I told them to cancel my service.  It took them over 6 months to get me this amount, and I was very upset.  I had to contact them, I had to tell them no, I had to reach out numerous times to find out what was going on as they kept pulling the $39.95 from my account and nothing was being done.  I did receive a refund for all the charges of $39.95, but I did not get a refund of the $500 they took from me for the services that were not rendered/promised.  I did not pay them $500 to then tell me I had to pay more for my monthly payment. 
The company is not a trust worthy and is scamming customers.  I would like my $500 back and the $309 I did not authorize them to take from me.  That company logged into my Nelnet account and authorized the charge.  I did not!
As stated in the latest comment from M&H, I understand this is my debt.  This is not about the amount of money I owe the department of education.  This is about a company making promises to me and not fulfilling those promises.  The individuals working at M&H should feel ashamed.  Additionally - I am not the only customer who feels this way.  Take a look at the reviews of this company. 
Please refund me what I am owed.
Thank you

[redacted]

Better Business...

Bureau:

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.  The issue of not being able to reach them was a technical one and they responded promptly and called me today. I am going to continue working them since we have had an excellent working relationship. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

This Client came to us with 19 student loans totaling over $60K and requested help as she was not getting any answers or help from her loan servicer.  We explained all of her repayment options and the benefits of enrolling into an income driven repayment plan.  This client wanted her...

payment reduced according to her income and family size. We processed all of her documents and income with the department of education and her loans were consolidated.  The Department of Education and the loan servicer approved her repayment plan of $309, which was lower than the standard plan as agreed for our setup and processing fee of $499.  She signed up for us to renew her annually for the income driven repayment plan and changed her mind.  She has paid $499 to our company and the entire renewal fee of 199.50 plus her overdraft fee to her bank for $29 has been refunded to her as she requested.  Her payment profile was set up with her loan servicer as agreed.  This could not have been done without her permission or her personal banking information.  Her loan servicer, Nelnet took a payment of $309 and she is requesting that M[redacted] and Hart reimburse her for her payment to the Loan Servicer, Nelnet who is contracted by the Department of Education.  We do not have the authorized by Nelnet or the Department of Education to refund her this payment.  I have attached her agreement to this dispute. Below is a copy of the correspondence that took place between the client and myself.  This does not include the multiple phone calls and work that we have done for this client.
Sincerely,
Rhonda Me[redacted] CEO
 
Good Morning [redacted]According to the agreement you signed with us, we did our

job.  Nelnet is the organization that took a payment.  We have no

notice from you that states that you wanted your payment to be late, put in

forbearance or defaulted.  I apologize for any miscommunication.  I

am trying to work with you. We are not members of the Revdex.com and will never be as it is an

organization designed for businesses in which they have to pay large fees to be

a member so that they can control the way that complaints are filed.  I understand financial crisis and do not ever want to put

someone in a position of hardship.  You can stop payment with your bank on Nelnet.  Also, I

have completely refunded your service fees.  I will send the Overdraft

charge to you today.  That brings the total refund to $228.50.  That

is a difference of $80.  If this still does not ease your financial

hardship please do not hesitate to email me and I will overn[redacted] that to you

along with the $29 bank charge.Have a

Blessed Day,Rhonda M[redacted] CEOfFrom: [redacted] Sent: Tuesday, October 20, 2015 10:45 AMTo: Rhonda M[redacted][email protected]>Subject: Fw: M[redacted] & Hart Inc. Transaction ReceiptHi,So who did this

authorization.  You can credit my account the full $309.81.  I have

filed a compliant with the Revdex.com.  They should be in touch.  I paid

your company $500.00 and over $500 in services charges and I have not received

a dollar off my loans.  This is outrageous.  I have asked for a full refund

from the Revdex.com.  Additionally, you logged into my account and added a

prenote to my account without my authorization.  That is FRAUD. I expect

a FULL refund. On Tuesday, October 20, 2015 1:40

PM, Rhonda M[redacted] <[email protected]>

wrote:[redacted]I am able to refund you the

monthly recertification fees that you paid to us to recertify you

annually.  I have refunded you a total of $199.50.  You will receive

receipts for the refunded amounts by email I do not have the authority to

refund the Nelnet payment.  However, since you are able to log into your

Nelnet account, I would advise you to request a forbearance since you are

unable to make the income driven payment.Have a Blessed Day,From: [redacted] Sent: Tuesday, October 20, 2015 10:08 AMTo: Rhonda M[redacted] <[email protected]>Subject: Re: M[redacted] & Hart Inc. Transaction ReceiptHi Rhonda,This was changed on 10/06 by

your company.  I changed the password just now.  There is nothing you

can do to reverse it.  YOu will have to issue the refund from your

company.  AGAIN, this was NOT authorized and I have the emails to show I

did not authorize this.  Please submit $309.81 back to me TODAY!On Tuesday, October 20, 2015

1:04 PM, Rhonda M[redacted] <[email protected]>

wrote:We are unable to log into

Nelnet to reverse the charges as the password has been changed.  I sent

you a receipt of the refund for $39 and the bank charge you requested.

[redacted] was refunded the entire amount and we have copy of the receipts.  Amy authorized us to set up her payment with the department of Education.  Which we did as she had requested according to her agreement.  Once The department of education took their automatic payment she became upset and requested that we refund her the payment that was made to the Department of Education, money that she borrowed from the Federal Government.  We are not authorized to refund the Government’s money, nor do we have access to it.  She was refunded every penny paid to M&H for work that she authorized us to complete.  After completing the service she requested to avoid delinquency, she then became irate because she overdrafted her account.
Her Standard monthly payment would have been over $500 per month on $67K that she borrowed, not MHI.  The Department of Education approved her for an income driven repayment plan at $309.  She was angry that they would not approve her for the PAYE plan at $176.

I spoke with [redacted] and have resolved the communication issues.  All is well.

[redacted] enrolled with Merrill and Hart on Oct 3, 2014.  Sandy informed him that the process is one that he can do on his own and that Merrill and Hart is a 3rd party processing company for individuals who find it difficult to maneuver their way thru student loans.  Very similar to...

filing taxes, one can do it on their own or use a 3rd party processing center.On Oct 9th Sandy informed him that we needed income verification to submit a complete file to the Dept of EducationOn OCt 15th he responded and sent his income verification On Oct 15th we processed his documents and his consolidation application with an income driven repayment plan request.On Oct 21st He made a payment of 124.75 to Merrill and HartOn Nov 9th we attempted to contact him to remind him that we were waiting on a response from the dept of education.On Jan 5th we emailed him and told him his consolidation and his repayment plan was approved and that we needed to set up his payment profile.We attempted to call him to retrieve the necessary information to set up his payment profile.  [redacted] did not return our call and set up his payment profile on his own and sent in the employer certification.The week of Feb 10th he called and requested a refund after the work was completed and stated he no longer wished to use our services and would continue to recertify each year independently.  We refunded the $40 that he paid on his final payment.  This was a job well done by a great team.Sandy has been in the people business for over 40 years.  SHe is a woman of integrity and honor.  She in no way mislead [redacted].Nathaniel is not only a man of trust and truth but is an upstanding citizen in the community.  He did not mislead [redacted].  [redacted] had buyer's remorse after the work was completed.Sincerely,[redacted]