National Student Loan Rescue, LLC

Initial Business Response /* (1000, 5, 2015/09/09) */
Contact Name and Title: ** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@nslrrescue.com
We contacted client and came to a mutual agreement that we will issue a refund of the payments she made of $which is a total of
$A refund check is on it's way to her
Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept when I actually receive my moneyAlso, all they did was make me forbare my loan for monthsThis made the overall total of my loans increase due to interest and not continuing my paymentsThey convinced me from day one they could help me and obviously did notOtherwise, I would have made my payments on time and owe a lesser amount to this dateThey just prolonged the inevitableAfter the first three months, they convinced me to forebar my loans longer because they didn't did the job within the time they promisedAll they did was do the exact same thing wrong for the remaining three months*** the manager, was involved the first three monthsToday, she spoke to me as if she was never aware of anything
Final Consumer Response /* (4200, 18, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Check not received and other issues not addressedPhone calls still not returned
Final Business Response /* (4000, 24, 2015/09/21) */
Our accounting department opted to do a more secure and more efficient method of refunding the client then sending a check thru regular mailConfirmed through our bank on Friday 9/18/charges were reversed and refunded to client

Initial Business Response /* (1000, 5, 2015/09/02) */
Contact Name and Title: T***
Contact Phone: ***
Contact Email: ***@nslrrescue.com
As of 7/All payments received from client have been refunded
Client name: Tiana ***
7/22/5:PM NpiliSettlement
Proposal Payment #status changed from Cleared to Refund
7/22/5:PM NpiliSettlement Proposal Payment #status changed from Cleared to Refund
7/22/5:PM NpiliSettlement Proposal Payment #status changed from Cleared to Refund
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I made paymentsI only received refundsI would like the other portion of my refund
Final Business Response /* (4000, 9, 2015/09/09) */
Contact Name and Title: T***
Contact Phone: ***
Contact Email: ***@nslrrescue.com
only showing that payments cleared in the system and the last payment was declinedif client can show us proof that that a 4th payment was taken out of her account, we will have no problem issuing a refund

Initial Business Response /* (1000, 14, 2015/08/21) */
Client's file was submitted to lender on 5/04/15.
Lender approved her as we promised in the contract she signed for $0.00/mo payment which started on June 11, 2015. Client can contact us on our toll free number listed on our website if...

she is not able to get in contact with a specific person. Someone will answer this number and be able to assist her. Client file is currently approved and closed.

We do our best to get client's the lowest payment possible so it may take us longer than usual to process if the lender is trying to make our client pay more. This can be frustrating both for us and our clients but our number one goal is to make sure our clientget the lowest payment possible. Had to...

wait on the dept of ed to update their database in order to submit client's file to get the lower payment. left this client a message to send me updated pay stubs asap so we can expedite this process. I contacted client to explain to him what's going on. waiting on response.

Contact Name and Title: T. [redacted] Sr. Loan Process
Contact Phone: [redacted]
Contact Email: [redacted] No longer works for our company since the end of April 2015. We have a corporate 800 number listed on our website that she could've called to get in touch with someone before...

resubmitting the IBR. According to your money back guarantee, We completed the work and got her the payment that she signed up for initially therefore a refund cannot be granted once the work has been completed successfully. We advise all customers to contact our 800 # if they are unable to get in touch with their representative because there are other people here who could've helped her resubmit the application. We apologize for any misunderstanding and she may contact our office to get this straighten out.

Client was placed in rehabilitation program which has been completed. The collection agency should've released her from garnishment automatically once the rehabilitation was completed. I emailed this client on 2/3/16 explaining this as well.
We are attempting to contact the collection...

agency to get this matter resolved. Client may contact us at anytime to get clarification so that we can resolve this issue.

Client was placed in rehabilitation program which has been completed. The collection agency should've released her from garnishment automatically once the rehabilitation was completed. I emailed this client on 2/3/16 explaining this as well.We are attempting to contact the collection agency to get...

this matter resolved. Client may contact us at anytime to get clarification so that we can resolve this issue.

Initial Business Response /* (1000, 11, 2015/08/20) */
We mailed client the documents on 6/25/15 in the hopes of having it returned with signature.
we have not worked on the file and have not charged this client at all. It is our procedure to not work on files or charge client until we...

receive a signed contract. client's file has been canceled and is the process of being removed from our system.

We do everything to protect the information of our clients. As of 6/10 her file was cancelled and personal information will be destroyed.

Initial Business Response /* (1000, 14, 2015/08/21) */
[redacted]Document Attached[redacted]
3 days after client made her first payment, we submitted her file. Unfortunately we were not notified ahead of time by client that her loans were going into wage garnishment status and therefore even though we...

submitted application, her lender would not release the pay off amounts of the loans (needed in order to consolidate) because they were starting the process of garnishing her wages. Therefore application was cancelled and on 6/30/2015 we refunded client $267.68. Proof of the refund is attached.

Contact Name and Title: T. [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@nslrrescue.com
spoke with client earlier today and resolved her issue. Informed her that her consolidation was completed. Also informed her of what was needed to get a $0 payment. Moving forward I will be her point...

of contact.

Initial Business Response /* (1000, 11, 2015/08/20) */
We mailed client the documents on 6/25/15 in the hopes of having it returned with signature.
we have not worked on the file and have not charged this client at all. It is our procedure to not work on files or charge client until we receive a...

signed contract. client's file has been canceled and is the process of being removed from our system.

Initial Business Response /* (1000, 14, 2015/08/21) */
[redacted] already spoke to client and we have resolved her issue. A check was mailed to the client on 8/19/15 and is on the way to her. Client paid but did not provide us with any information that we needed to complete her consolidation and...

put her in the right repayment plan.
Initial Consumer Rebuttal /* (3000, 16, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told almost a month ago my refund check would be arriving. The issue of a refund started in June & now Im being told AGAIN my refund is being mailed to me. NSLR did in fact have all my information including my W2 Forms & other personal information. NSLR acknowledged my loans were in fact already consolidated but would try & help in lowering monthly payments & forbearance, which did not occur. I look forward to my refund & hope NSLR is honest this time around in resolving this matter. [redacted] has been the only person who has tried to help resolve this matter to the best of his ability. However, responding to countless emails & calls could have been better.
Final Business Response /* (4000, 21, 2015/09/09) */
Contact Name and *itle: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@nslrrescue.com
Ms. [redacted] spoke with our Office manager [redacted] who contacted her and took a picture of the check to show her and mailed her another check on Friday Sept 4th. We cancelled the first check that we sent her since she stated she did not receive it. If client still has not receive check we will be glad to issue a refund to a credit card she provides to us the same day.

Initial Business Response /* (1000, 5, 2015/09/02) */
Contact Name and Title: T [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@nslrrescue.com
we consolidated client's loan, got her a $0 payment and did everything stated in the contract that she signed. Client is in the forgiveness...

program but it does not happen right away. Because client is not eligible for public loan service forgiveness it will take twice as long for her loans to be forgiven. No where does it state in the contract that she signed that her loans would disappear after paying our fee. Client will save lots of money with $0 payment we promised and delivered . Tried to contact client and left message on her voicemail. Also emailed client as well and explained this to her. we did our job according to the terms of the contract that she signed.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was emailed a link to a contract. I had to get off the phone with the representative to view and sign in and he was calling me back in "3 minutes." This is what he told me, and did. Certainly enough time for me to sign it, definitely NOT enough time to read it thoroughly. And this company knew this. They are incredibly misleading and full of lies. I would expect [redacted] to believe her own bt, probably the only reason she's still employed. I am not satisfied with their response. Everything [redacted] emailed and explained shod have been examined from the very beginning. Before they took my money. This company is a scam and a fraud. Period.

Contact Name and Title: T. [redacted] Sr. Loan Process
Contact Phone: [redacted]
Contact Email: [redacted]
[redacted] No longer works for our company since the end of April 2015. We have a corporate 800 number listed on our website that she could've called to get in touch with someone...

before resubmitting the IBR. According to your money back guarantee, We completed the work and got her the payment that she signed up for initially therefore a refund cannot be granted once the work has been completed successfully. We advise all customers to contact our 800 # if they are unable to get in touch with their representative because there are other people here who could've helped her resubmit the application. We apologize for any misunderstanding and she may contact our office to get this straighten out.

We apologize for the client not being able to reach [redacted] however [redacted] was ill during this time and was out for almost a week. We have sent this client several emails throughout this process updating her on the status of her file.
Client needs to check if our messages are going to her junk mail folder to avoid any further miscommunication. Also client currently has the same payment because she is still on a standard repayment plan and  her income based repayment application is still being
processed by her new lender. I verified with [redacted] that the processing of the income based repayment application will be completed by 3/25/2016 with a new lower payment amount. Typically after the client loan gets consolidated, they are put on a standard repayment
plan until the income driven repayment plan has been processed. However, she has no payment due at this time while its being processed. In regards to the refund, client sent written documentation to request cancellation on 2/8/16. However on 1/29/16 we had already
completed the work and submitted the file already.  Once we have already processed and submitted her file, which means we have completed the work that was promised, refund cannot be issued because we did what we said according to the terms of the 
contract. Please review a copy of the call/ email log below.
3/17/2016 1:49 PM
ToyaT
General
client is currently on the standard repayment program which takes 30 days to process. spoke to Nelnet who stated it should be completed by the 25th of March.
2/29/2016 1:54 PM
BryanH
Assign
Assigned to Toya Thames as Processing
2/8/2016 1:22 PM
AlexC
Status
Processing changed to Client Cancellation Request
2/8/2016 1:20 PM
AlexC
General
Hello Mr. Heath, I am pleased to see you email. I will still like to withdraw consolidation and get my money back as requested from when put my dispute in with the Revdex.com. You can feel free to give me a call at 662-255-5196. Thanks, Kayman Sykes Sent from my iPhone On Jan 29, 2016, at 5:39 PM,[email protected]:
2/5/2016 2:08 PM
Npili007
Status
Accounting changed to 100% Payments Received
2/5/2016 2:07 PM
Npili007
Payment Plan
Payment #4 status set to Cleared.
1/29/2016 5:40 PM
AlexC
General
Application sent to nelnet with IRS transcripts pulled from servicer.
1/29/2016 5:39 PM
AlexC
General
Email sent: National Student Loan Rescue UPDATE: SUBMITTED
1/29/2016 5:39 PM
AlexC
Status
Processing changed to Application Sent and Pending
1/15/2016 1:30 PM
Npili007
Payment Plan
Payment #3 status set to Cleared.
12/28/2015 12:25 PM
AlexC
General
Email sent: National Student Loan Rescue: DOCUMENTS RECEIVED
12/28/2015 12:25 PM
AlexC
Status
Processing changed to All Documents Received
12/28/2015 12:24 PM
AlexC
File
Upload General: Kayman Sykes check1,2.pdf
12/15/2015 2:41 PM
BryanH
General
Email sent: National Student Loan Rescue UPDATE: MISSING DOCUMENTS!
12/15/2015 2:41 PM
BryanH
Status
Processing changed to Missing Documents
12/15/2015 2:41 PM
BryanH
Status
can't pull irs transcripts need income docs sent email o client
12/11/2015 2:02 PM
Npili007
Status
Processing changed to At least 50% Payment Received
12/11/2015 2:01 PM
Npili007
Payment Plan
Payment #2 status set to Cleared.
12/1/2015 3:48 PM
AlexC
Status
Processing changed to Welcome Call - Live
12/1/2015 3:31 PM
AlexC
Status
Processing changed to First Payment Received
12/1/2015 3:31 PM
AlexC
General
Email sent: Welcome to National Student Loan Rescue
12/1/2015 3:31 PM
AlexC
Status
Processing changed to *Welcome Email ==>
12/1/2015 3:30 PM
AlexC
Status
Processing changed to Welcome Call - Voice Mail
11/27/2015 3:36 PM
Npili007
Payment Plan
Payment #1 status set to Cleared.
11/18/2015 2:51 PM
BryanH
Assign
Assigned to Shellie Gonzalez as Processing
11/18/2015 12:42 PM
BryanH
General
Email sent: Welcome to National Student Loan Rescue
11/18/2015 12:42 PM
BryanH
Status
Loans validated can consolidate need income documents and waiting on first payment
11/18/2015 12:42 PM
BryanH
Status
Processing started at *Welcome Email ==>
11/16/2015 5:22 PM
Npili007
System
New payment plan activated.

Complaint: [redacted]
I am rejecting this response because:I submitted 2 complaints towards the company and received one called Mr. [redacted] back on several occasions and left a voicemail. My paperwork was filed to [redacted]et after they received my complaint. There is no reason why I shouldn’t have had a phone call or email from NSL. I sent emails and phone calls to my processor many times requesting updates. The contract stated that it would take 4-6 weeks to process. Well 4-6 week had passed and I heard nothing regarding my updates. I submitted my first complaint on 01/19/2015. It was well before 02/25/2016. There was a 30 day window where I didn’t receive an email nor phone call from NSL Rescue. I previously told them to withdraw my application and I left voicemails stating this. I called 12 times for 2 days straight and I sent emails for records. I have yet to receive a return phone call. They promised me a lower payment but the payment I received is actually the same exact payment amount. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/02) */
Contact Name and Title: T [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@nslrrescue.com
we consolidated client's loan, got her a $0 payment and did everything stated in the contract that she signed. Client is in the...

forgiveness program but it does not happen right away. Because client is not eligible for public loan service forgiveness it will take twice as long for her loans to be forgiven. No where does it state in the contract that she signed that her loans would disappear after paying our fee. Client will save lots of money with $0 payment we promised and delivered . Tried to contact client and left message on her voicemail. Also emailed client as well and explained this to her. we did our job according to the terms of the contract that she signed.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was emailed a link to a contract. I had to get off the phone with the representative to view and sign in and he was calling me back in "3 minutes." This is what he told me, and did. Certainly enough time for me to sign it, definitely NOT enough time to read it thoroughly. And this company knew this. They are incredibly misleading and full of lies. I would expect [redacted] to believe her own bt, probably the only reason she's still employed. I am not satisfied with their response. Everything [redacted] emailed and explained shod have been examined from the very beginning. Before they took my money. This company is a scam and a fraud. Period.

Initial Business Response /* (1000, 14, 2015/08/21) */
[redacted]Document Attached[redacted]
3 days after client made her first payment, we submitted her file. Unfortunately we were not notified ahead of time by client that her loans were going into wage garnishment status and therefore even though we submitted...

application, her lender would not release the pay off amounts of the loans (needed in order to consolidate) because they were starting the process of garnishing her wages. Therefore application was cancelled and on 6/30/2015 we refunded client $267.68. Proof of the refund is attached.

Client's file was processed and submitted 08/18/2015 and consolidation was approved 10/22/2015 and was put on a standard repayment until his income driven repayment plan was processed.  Client was still missing income documentation to process income driven repayment application so they could...

calculate monthly payment . Client sent income documentation on 12/18/15. we submitted client IBR (Income based repayment) application on 01/06/2016 with the proof of income he provided to us. client's ibr was approved . Client was upset because we did not include his private loans. We explained to client that you cannot consolidate a private loan into a federal loan and they we currently are not processing private loans at this time. The service we provide is only for Federal loans, not private. Client can call us at anytime for clarification of the service we provide and to resolve this matter.