National Recoveries, Inc.

Thank you for bringing this matter to my attentionOn February 4, we received a letter from the consumer asking for validationThis information was mailed to the consumer on March 30, We received a voice mail message from the consumer on April 11, asking for a return call, to which
we did call the phone number provided without an answerOn August 9, we received documentation from the consumerWe sent the consumer a follow up letter regarding some information that was missingOn October 4, we received a voice mail message from the consumer requesting a call back at 8pmWe made two attempts to the consumer that day at 3:52pm and 8:35pm, both with no answerWe do not leave messages on voice mails; this is a company policyWe have only received two voice mail messages from the consumer to which we attempted to return bothThe two written pieces of correspondence received from the consumer were both responded toOur toll free phone number, which is located on all of our letters, is operational and answered during working hoursThe consumer can contact our Special Assistance Unit by calling ###-###-#### and asking to speak with John ***, Andrew ***, Travis ***, Anita ***, or Tom ***We would be happy to assist the consumer in any way that we are ableThank you

Initial Business Response /* (1000, 5, 2016/02/05) */
We are in receipt of your complaint against National Recoveries, Inc., which was addressed on February 4, 2016, as a written complaint received by our Compliance and Regulatory Management Department
You state that "you have no idea what this
is about."
Your account was placed in our office on 12/20/Upon receipt of this complaint, your account has been placed in a dispute statusA copy of your promissory note will be sent to you

Complainant’s account was placed with National Recoveries, Incon December 20, 2015. No contact was made until February 3, in the form of an email received from complainant. The email requested an approval of a “payment plan application.” It is National Recoveries,
Inc.’s company policy not to email consumers. This was explained to complainant on February 23, in a written response to an internal complaint received February 16, Complainant has not provided National Recoveries, Incwith a good number to reach her until receipt of the Revdex.com complaint. It is also National Recoveries, Inc.’s policy to cease collection activities upon receipt of a complaint until the complaint has been responded to or resolved Numerous attempts have been made to contact complainant in order to establish an acceptable arrangement to resolving this issue. National Recoveries, Incwill continue to attempt to contact complainant. It is suggested that complainant also contact National Recoveries at its toll-free number during business hours

Complaint: ***
I am rejecting this response because: Upon receiving the first letter in January 2016, I contacted National Recoveries Incand informed them that my account is not in defaultI also had them speak to my loan service provider. Yet, National Recoveries kept sending me letters demanding payments, claiming they have not heard from me, and threatening to go to my employer if they didn't receive paymentTheir response claimed that they stopped collection activity until the FSA completes their investigation. However, their suspension of trying to collect moneys from me, coincides with the complaint I filed with the Revdex.com, not with my repeated communications that my account is NOT in defaultI do not trust National Recoveries IncMy initial dispute that my account is not in default, should have resulted in them contacting The Department of Education and informing them of my response
Sincerely,
*** *** ***

We are sorry to hear that our initial response was rejected. In the course of our investigation, the US Department of Education was contacted regarding this matter. The Department's records are incorporated in our initial response.At this time, we have nothing to add to our initial response. As always, complainant is encouraged to contact the US Department of Education, or this office, for further information

Letters were mailed to the consumer by our company on 2/28/2017, 3/31/2017, 4/11/2017, 1/13/2018, 2/13/and 2/24/No mail return was receivedWe also made several attempts to establish contact via phoneThe Treasury Offset Program and Administrative Wage Garnishment are two different
involuntary programs that the U.SDepartment of Education utilizesOn July 24, 2017, a Notice of Proposed Treasury Offset was sent by the Department of TreasuryThis letter indicated the consumer had 65-days to dispute the debt in writing or enter into a voluntary repayment plan and meet all program requirements, to prevent certification for Treasury OffsetUnfortunately, no agreement was made within this time frame, therefore the consumer was certified for Treasury Offset. The consumer will not be decertified from Treasury Offset until the loans are out of defaultThere was an offset payment posted to his account on 02/22/2018, in the amount of $On December 13, 2017, a Notice of Proposed Wage Garnishment was sent by the U.SDepartment of EducationThis letter gave 30-days to file a Request for Hearing to object to the garnishment or enter into a voluntary repayment plan and meet all program requirements, to prevent the garnishmentUnfortunately, no repayment agreement was made, nor was there a request for a hearing receivedWe do not show any wage garnishment payments received by the U.SDepartment of EducationIf the amount that was offset is different than what has posted to his account, we recommend calling the Treasury Offset hotline at ###-###-#### to inquire further about being certified by other entitiesWith regards to requesting a refund for the offset, National Recoveries, Incdoes not have the authority to suspend, reduce or refund an offset. To inquire about the qualifications for a refund of his offset, we recommend calling the U.SDepartment of Education’s Default Resolution Group at ###-###-####

I am rejecting this response because: I have already submitted the request for review with the DoE as well as a non-profit that wished to hear my concerns and claims regarding this matterI've reviewed your notes in comparison to mine and, as I have stated prior, your phone records do no match mine as, for example, the 12th of September is not commented upon despite the fact that a phone request for the time frame listed was mentionedLikewise and as stated prior, there has never once been any answer or response at the phone number provided for and that the stated "help line" is simply the same and sole phone number for all inquiries regarding student loansThere is also the problem that the content of my very first e-mail message is not actually expressed in your reply which was to settle the loan and that was the sole request in my initial phone calls and attempted inquiriesI'm additionally exasperated by the fact that outstanding debt fro a student loan origin seemingly lack similar treatment and access whether it ranges from website accessibility or contact through other mediums; in other words if there is a disconnect occurring somehow, somewhere regarding phone calls there is no other means or options to commence, conference or finalize payment arrangements and options as well as options that are required and mandated that the Department of Education deems must be explored if asked upon debtor. On that basis I still contend to reject your reply as, mentioned upon, I have narrowed my complaints directly in response to your data provided and ensured that, should I be wrong in interpreting your response, have been unable to account for any other aspects of information or any other problems or issues that may have arisen that you wished to have additional time to review that a response could in fact be made. TO very precise and to clarify: - my request for info was NEVER for proof of outstanding loan debt but was in regards to options as far as (1) payment and/or payment plan and (2)options as far as rehabilitation of loan for payment or like options that the Department of Education has verified you must explain if requestedEither of the above were never made, attempted or offered either by phone, by mail requests nor even mentioned in your complaint reply. -likewise all attempts to contact you have not only resulted in failed communications whereby there is no individuals who has ever picked up the phone but we seemingly are “agreeing to disagree” on when I did in fact call you albeit my phone records clearly do not match this [and which are seemingly being requested by the non-for-profit I had contacted to validate the claim as well as to determine whether, in fact, the dates you have provided are contradictory and, if so, this is a clear violation]-even if there is a protocol or security feature limiting support for student loans, you seemingly seem confident in ensuring that I keep leaving voice mails and, as stated above, you seem to have incorrect dates on when I have called despite leaving sufficient information to contact me even when a different number is used if called from work or a family member’s residenceThis info included but is not limited to leaving my contact info, the account info listed on your mailer or personal address information-all of our correspondence has not included any means to expedite a solution which, if you somehow have on file my first x phone calls and their content, include a desire to make a payment, payment plan or a negotiated offer to pay enough to close the sum, is essentially no different than your first mailing of requesting a payment and with no option other than to call in and continue the same process of dialing in and leaving a voicemailWe are obviously not agreeing on anything and, in fact, disagreeing on nearly the majority of what saidLikewise, I at least ensured x correspondences could be established to ensure that is a proper chance for a rebuttal if there were in fact any problems at the time limiting your first correspondence or errors that might have appeared on either correspondence that you felt did not match with my ownAs you seemingly failed to even contact me in any means, including our correspondences via Revdex.com regarding the first month I had contacted pertaining to payment arrangements, then I am under the impression that my case and account are not being taken seriously and that many of these replies are simply generic replies with very limited info and researchAs requested by parties I have consulted I will be refusing to offer any additional replies to any other correspondence(s) you supply as I have felt that I have offered sufficient time, energy, details and informationLikewise I feel that I have been both extremely kind and patient in this matter and feel that you have been anything but willingly to offer the stand protocol or procedural replyingThe mere fact that my first month of voicemail included an offer to make a full payment under specific circumstances is both demonstratively explicit in your desire to not take anything seriously even through the Revdex.com service as a medium and that your organization has done the bare minimum in taking notes and/or leaving rather important information regarding my inquiries and their specifics [as at no time did I request a promissory note which is what I was mailed and what you have claimed is the info I have requested but was never brought up ever on my end as being requested at any point in time as I had already validated it with the Department of Education]Again we will most like agree to disagree only and that I have been advised to suspend further communication as I have agreed to let an outside party serve council in reviewing this matter with me as far as the specifics of my complaints and my documented paperwork from phone and registered mailAny further correspondence between myself and National Recoveries Inc will merely result in a decline to accept your correspondence on the basis of prior information presented by both sides

Initial Business Response /* (1000, 8, 2015/08/24) */
This consumer contacted us subsequent to his complaint submissionThe issue has been resolved
Initial Consumer Rebuttal /* (2000, 10, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We came to an
agreement regarding the terms of the rehabilitation periodThey were able to reverse their decision to start the program over and make it so that I am able to graduate from the loan rehabilitation program in November, as originally agreed

Thank you for your response. A Complaint Analyst reviewed the complaint and provides the following information: Upon review, on 2/4/16 we received a request to provide proof of fees and explanation. On 3/30/16, the promissory note was mailed to the consumer. On 4/11/16, we received a voicemail from consumer requesting for a return call to ###-###-####. A Representative made a call that same day in attempt to reach the consumer but there was no answer. On 7/18/16, 7/21/16, 8/10/16 and 8/15/16 calls were made to the number the consumer had provided. In addition, calls were also made to the other phone numbers that were on file as a possible contact number for the consumer however they’ve been unsuccessful as well. On 8/19/16 we received the Request for Hearing documentation. An extension letter for missing paperwork was mailed to the consumer the same day. Calls were made to the consumer on 9/1/16 and 9/8/16 with no answer. Another voicemail was left on 10/4/16 requesting for a return call. There were two attempts made to that number and both were unsuccessful.  National Recoveries tests the phone lines twice per day to ensure there are no issues and/or any issue identified is immediately corrected. We do have intermitted issues, but not a widespread problem. Our Special Assistance Unit, as stated in my previous response, will be more than happy to help assist the consumer in any way they can. If the consumer wishes to set up date and time for a return call from my office, please provide this specific information, including time zone and phone number, so I can facilitate this request.  Thank you.

Thank you for contacting National Recoveries, Inc. Upon review of the complaint we found that on 01/17/2018 we received written authorization to speak to the consumer’s parents regarding settling and negotiating his student loans.  On 01/30/2018 a voice mail was left by the consumer’s parent...

at 6:25pm.  A call back attempt was made on 01/31/2018 at 12:12pm with no success.  On 01/31/2018 a voicemail was left by the consumer’s parent at 6:24pm and on 02/01/2018 a voicemail was left at 2:56pm by the consumer’s parent.  A call back attempt was made on 02/01/2018 at 3:53pm with no success.  On 02/05/2018 a voicemail was left by the consumer’s parent at 6:37pm.  On 02/05/2018 a call back attempt was made at 7:36pm with no success.  On 02/07/2018 a call back attempt was made at 9:27am with no success.  On 02/12/2018 an email was received requesting a call back.  On 02/19/2018 a letter was received from the consumer’s Father requesting a call back.  On 02/20/2018 a voicemail was left at 12:18 pm requesting a call back. On 02/20/18 a call back attempt was made at 2:54pm with no success.  On 02/28/2018 a voicemail was received from the consumer’s parent at 1:56pm requesting a call back.  On 03/02/2018 a voicemail was received at 8:36am from the consumer’s parent requesting a call back.  On 03/02/18 at 2:46pm a call back attempt was made with no success. On 03/15/2018 contact was made with Mr. [redacted]’s parent, and a repayment plan has been established. Attempts were made to reach the consumer’s parent, we do apologize that it took a while to make successful contact.

Upon review of the issue, the consumer was set up on the Rehabilitation Program on 2/29/16 by a National Recoveries representative.  On that call the consumer was told he needed to provide certain documentation of income and expenses.  However, he was not informed of two other pieces of...

documentation that were also needed.  This issue has been addressed directly with the representative. On 3/10, the account was documented that the consumer needed to provided spouse income and proof of loan.  Nine (9) attempts were made to the consumer between April and October to advise of the missing documentation, however there were no answers on those attempts.  The consumer was also sent a letter stating he was missing required paperwork on 10/12/16.  On 10/15/16 the consumer spoke with a different representative and was told we need his spouses income and we needed  a current billing statement for his student loans. Once the consumer turned in all the income and expense paperwork, his payments needed to increase based on guidelines.  On the set up call he was advised once we receive documentation to support his situation, his payments will be calculated and an agreement letter will be sent to him.  It was stated that his payments may go up once payments are calculated based on the information he supplies.  The consumer spoke with another representative on 11/14 and was going to call back the next day to set up payment, and he also stated he might pursue sending in new income and expense documents to try and lower the payments.  The consumer called back on 11/16 and set up payments for the Rehabilitation Program.We thank you for bringing this matter to our attention.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Thank you for submitting your concern.
Upon review of your complaint, National Recoveries, Inc. provides the following response.
Your defaulted student loan account was placed with National Recoveries, Inc. by the United States Department of Education on December 20, 2015. With the exception of...

this complaint, National Recoveries, Inc. has not had any contact with you. Upon receipt of your complaint, collection activity has been ceased pending an investigation by the Office of Federal Student Aid (FSA).
National Recoveries, Inc. did not receive a "check issued January 7th." The process simply does not allow for that to occur.
Letters sent to consumers attempt to provide consumers with as much information as possible in order to fully understand their rights and consequences of continued default. In no way are they intended to threaten or harass.
National Recoveries, Inc. stands ready to assist you in resolving this matter in the best way possible for you.

I am rejecting this response because:I have mailed a repayment application twice to National Recoveries along with emailing it.  I have repeatedly asked for information in writing stating what other information they need from me.  The only information I have received by mail from them is the balance notice letter along with a note saying they do not reply to emails.  I am fine that they don't email but they don't send any other information in the mail either.  I prefer everything in writing instead of talking on the phone.  I have their repayment form from their website and have sent this in.  I have never received any reply regarding that paperwork.  It says the company has tried to get ahold of me but I have never received a voice message from them.  I will call them.