Initial Business Response /* (1000, 7, 2015/11/03) */
Contact Name and Title: *** ***, DOFA
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@nhi.edu
My name is *** *** and I am the Financial Aid Director at National Holistic InstituteIn response to this complaint, I acknowledge
that there was a misunderstanding between this student and my staffI was not made aware of this until October 13thAfter researching his account and speaking with the staff that had been working with him, I began the email correspondence below, which better explains the situation to him, what would be done to resolve it and that I would use it as an example to prevent anything like this happening to future studentsAfter the initial email the matter took days to resolve and ended with Mr*** responding that he was satisfied and would update the agencies in which he had filed a complaint with
On Wed, Oct 14, at 10:AM, ***, *** wrote:
Hello Mr***,
Attached is a copy of your withdrawal calculation that was sent to you within days from your withdrawal dateYou will see that there was only a partial return on your loans and NHI was entitled to retain the other portion to cover tuition and charges that were earned for your time in schoolFrom your original email below, I see that based upon your conversation with *** Santos, you were under the impression that you made while in school covered your full balance and we did not retain any of the loan fundsI apologize for this misunderstanding as I'm sure that he was trying to explain that you did not have a balance with us, but did still owe on your loans
After investigating the situation and finding out the information communicated to you over the phone by my staff, I understand why you continued to believe that you did not owe on your loansThere were a series of misunderstandings that took place and I understand the frustrations expressed in your emails belowI wish I would have been informed of the situation soonerI apologize once again and assure you that I will use this example to better train my staff on how to handle conversations about withdrawal calculations and student loan balance VsNHI account balance
As for your requests below, we will refund the loans due to this error in communication on our partThe refund will be processed by the end of the week and I will send you proof, as requestedBecause it will be returned in full by the school, it will be reported to your servicer as a canceled loan and will not affect your credit
If this matter has been resolved to your satisfaction, I would like to request that you follow up with the agencies listed below to update them of the situationOne last time, I apologize for the confusion and delayed responseIf there are any other questions or concerns about this, please contact me directly
Thank you,
*** ***
Financial Aid Director, NHI
From: *** ***
Sent: Wednesday, October 14, XXXX XX:XX AM
To: ***, ***
Subject: Re: *** *** - Federal Loan Servicing
Dear ***,
I appreciate your response and your willingness to resolve the situation
Once I have received confirmation from Fed Loan Svcthat the loan has been cancelled, I will follwith the agencies with which I filed the complaints
Regards,
*** ***
On Tue, Oct 20, at 7:PM, ***, *** wrote:
Hello ***,
Please see attached PDF showing that all disbursements on your loan with us have been corrected to $The Common Origination and Disbursement website is where we process all of our loans through the Department of Education
I do not have access to your loan servicers website, but they should be updated within 7-daysPlease check with them by the end of the week to make sure my corrections have been reported to them and feel free to contract me if they have not
Also attached is a copy of your ledger which shows the returns to your account with NHI and a $balance
Please let me know if you have any questions or concerns
Thanks,
***
Thursday, October 22, XXXX X:XX PM
To: ***, ***
Subject: Re: *** *** - Federal Loan Servicing
***,
FedLoan Svc has confirmed the corrections and now reflect a $Balance
I will update my complaints with all three agencies
Thank you,
*** ***
Initial Business Response /* (1000, 7, 2015/11/03) */
Contact Name and Title: *** ***, DOFA
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@nhi.edu
My name is *** *** and I am the Financial Aid Director at National Holistic InstituteIn response to this complaint, I acknowledge
that there was a misunderstanding between this student and my staffI was not made aware of this until October 13thAfter researching his account and speaking with the staff that had been working with him, I began the email correspondence below, which better explains the situation to him, what would be done to resolve it and that I would use it as an example to prevent anything like this happening to future studentsAfter the initial email the matter took days to resolve and ended with Mr*** responding that he was satisfied and would update the agencies in which he had filed a complaint with
On Wed, Oct 14, at 10:AM, ***, *** wrote:
Hello Mr***,
Attached is a copy of your withdrawal calculation that was sent to you within days from your withdrawal dateYou will see that there was only a partial return on your loans and NHI was entitled to retain the other portion to cover tuition and charges that were earned for your time in schoolFrom your original email below, I see that based upon your conversation with *** Santos, you were under the impression that you made while in school covered your full balance and we did not retain any of the loan fundsI apologize for this misunderstanding as I'm sure that he was trying to explain that you did not have a balance with us, but did still owe on your loans
After investigating the situation and finding out the information communicated to you over the phone by my staff, I understand why you continued to believe that you did not owe on your loansThere were a series of misunderstandings that took place and I understand the frustrations expressed in your emails belowI wish I would have been informed of the situation soonerI apologize once again and assure you that I will use this example to better train my staff on how to handle conversations about withdrawal calculations and student loan balance VsNHI account balance
As for your requests below, we will refund the loans due to this error in communication on our partThe refund will be processed by the end of the week and I will send you proof, as requestedBecause it will be returned in full by the school, it will be reported to your servicer as a canceled loan and will not affect your credit
If this matter has been resolved to your satisfaction, I would like to request that you follow up with the agencies listed below to update them of the situationOne last time, I apologize for the confusion and delayed responseIf there are any other questions or concerns about this, please contact me directly
Thank you,
*** ***
Financial Aid Director, NHI
From: *** ***
Sent: Wednesday, October 14, XXXX XX:XX AM
To: ***, ***
Subject: Re: *** *** - Federal Loan Servicing
Dear ***,
I appreciate your response and your willingness to resolve the situation
Once I have received confirmation from Fed Loan Svcthat the loan has been cancelled, I will follwith the agencies with which I filed the complaints
Regards,
*** ***
On Tue, Oct 20, at 7:PM, ***, *** wrote:
Hello ***,
Please see attached PDF showing that all disbursements on your loan with us have been corrected to $The Common Origination and Disbursement website is where we process all of our loans through the Department of Education
I do not have access to your loan servicers website, but they should be updated within 7-daysPlease check with them by the end of the week to make sure my corrections have been reported to them and feel free to contract me if they have not
Also attached is a copy of your ledger which shows the returns to your account with NHI and a $balance
Please let me know if you have any questions or concerns
Thanks,
***
Thursday, October 22, XXXX X:XX PM
To: ***, ***
Subject: Re: *** *** - Federal Loan Servicing
***,
FedLoan Svc has confirmed the corrections and now reflect a $Balance
I will update my complaints with all three agencies
Thank you,
*** ***