National Student Loan Solutions Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowNational Student Loans Solutions offered me a solution and has failed to comply with my requests for when my refund will be made availableMy complaint has still not been resolved
Regards,
*** ***

Ms***,
Our sincere apologies for any miscommunication that might have happened between you and our companyI would like to confirm that as per our phone conversation on 07/08/15, we both agreed that all necessary
disclosures were made both verbally and written in the contract regarding the quoted new amount of you federal student loan monthly payment as well as the monthly maintenance fee that was part of the quoted payment but is charged separately by National Student Loan SolutionsIn order to facilitate the satisfactory standing with Ms*** we have mutually agreed to a 50% Refund of the Processing Fee, which was confirmed in the email sent to Ms*** on 07/08/after we got off the phoneNational Student Loan Solutions strives to provide an excellent track record and we are making sure that everyone is satisfied with our serviceWe hope that Ms*** sees our proactive stance on resolving any complaint that is coming towards our companyPlease feel free to contact me if there are any other questionsThank you and best regards*** ***
Operations
Manager
National Student
Loan Solutions
East 1st
Street, Suite
Tustin CA [email protected]
www.my-nsls.com

Dear Valued Customer,
We do sincerely apologize for our miscommunication through email that mislead you to believe that you are being dropped from the programSince we have spoken and resolved this
miscommunication, I am glad that you will continue to be a valued customer of our organizationWe greatly appreciate your business and look forward to providing you with the level of service that you can expect from a company that values it's customers as much as we do.
Thank you again,
*** ***
Client Services
National Student Loan Soluitons
East 1st Street
Tustin CA
Direct: ***
F: ***
***
www.my-nsls.com

They rock

Amazing service and great practical adviceThese guys were always
available to provide answers, and even insight I hadn't asked for

Working with National Student Loan Solutions was a positive experienceThey helped me out of a financially uncomfortable position and I am so grateful for their helpAwaitig the outcome but I am almost sure this will be positive as well

I have had the opportunity to use National Student Loan Solutions and was very pleased with the professional staff, quick service, prompt reply to messages and of course being able to get into the Forgiveness Programs I so rightfully deserve! Life happens and you need helpNational Student Loan Solutions has been a life saver!

Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.After several days of calling National Student Loan Services, I received a call from the Loan Processing Manager, *** *** (or ***, depending on who you ask) on 9/25/15. Since they claimed on their response that I do not work for a nonprofit organization I offered to again give him the EIN number to confirm that I in fact do work for a nonprofit business. He declined needing the information. He continually wanted to discuss my student loan, which I declined to discuss with him since they were unable to assist me per the contract/ agreement. He requested that I forward emails previously sent to me stating that I would receive the remaining refund 'shortly'- which I did send to him immediately. He stated he would follow up with me on Monday- which he did not. He has not returned any of my calls or emails since thenI would have been satisfied to accept the offer of the remaining refund due, just to have closure in this ordeal. Unfortunately I can not get the company to uphold that agreement. Their response to this complaint was clearly and just an attempt to avoid the need to refund the money. Regards, *** ***

We had responded to *** *** complaint earlier however, there must have been an error with the transmission of the response because it shows that we did not respondWe take *** *** complaint very seriously and apologize for her not having a great experience with our companyWe have
researched her account*** *** contacted us back on October inquiring about our servicesWe collected information from the client that she provided willingly in order to assess her situation, which included her FSA username and passwordAt that time, we found that she would not be eligible to pursue any income based programs just yet because she was still attending schoolWe asked if she would like us to follow up with her in a couple of months once she finished school and advised her that we would be able to assist her if her FSA account showed "in repayment status." The client advised us that a follow up call would be fineOur records show that our agent contacted *** *** on 1/25/per our agreed follow up and accessed her account solely to see if she was still reflecting "in school status." We apologize for the inconvenience that *** *** had, our sole purpose was to assist herThank you.

***, at National Student Loan Solutions, has helped me save a ton of money on my student loans! The company is helpful and is always able to answer my questionsI would highly recommend National Student Loan Solutions!

Ms***, Please contact us at *** at your earliest convenience and ask for *** ***We have attempted to reach you multiple times and did not feel that an email would be appropriate due to the nature of your concernsThank you.

We have been attempting to reach Ms*** in regards to her account without any successWe take her concerns extremely seriously however there are some things that Ms*** is incorrect onWe have gotten the client approved for the appropriate program with a $a month payment with her
servicerWe kindly request for the client give us a call back in order to explain everything to her, we look forward to showing the client that we are here for her best interest.

Dear Revdex.com and *** ***,We would like to respond to this complaint to the best of our abilityWe have been in constant communication with Ms***,and our system doesn't show any contact activity from Ms*** via phone with any of our agents between July and August On August
one of our agents contacted *** to let her know that her finalization documentation has already been received and it all will be finalized.National Student Loan Solutions has dropped ***'s payment from $to less than $a month based on income and family size information.NSLS has issued a 50% refund of all payments made to date, even though everything has been already processed and the quoted payment was already achieved.NSLS feels that we went beyond the call of duty on resolving the satisfactory outcome for Ms***, since the service was completely processed for 50% of the original fee.Please feel free to contact us if there are any additional questions***

Dear Valued Customer, We do sincerely apologize for our miscommunication through email that mislead you to believe that you are being dropped from the programSince we have spoken and resolved this miscommunication, I am glad that you will continue to be a valued customer of our organization
We greatly appreciate your business and look forward to providing you with the level of service that you can expect from a company that values it's customers as much as we do. Thank you again, *** ***
Client Services
National Student Loan Soluitons
East 1st Street
Tustin CA
Direct: ***
F: ***
***
www.my-nsls.com

We have spoken to the client in regards to her concerns, which we take very seriouslyWe will have a resolution for the client within the next hours.

National Student Loan Solutions regrets any negative experience the client may have had with usWe will have a resolution for this client today and will contact her as well

Hello ***,In regards to Complaint ID: ***Made by: *** ***? *** *** initially signed up with us back in February of The client advised us that she was making monthly payments on her Federal Student loans in the amount of $We advised the client about the
Income based programs that could qualify her for the Federal Student loan Forgiveness programWe advised the client on how the programs work and how we could get her into an income driven program with a lower payment.When placed in these programs your given a loan term and you are required to make your monthly payment for the full term length and at the end of the term, whatever the remaining balance is on the loan is what is forgiven.? We advise our client that if they get approved for a Forbearance they will not have to make payments during that timeWe do this to cover the higher payment that is due with the client and their servicer, just until the paper work is done being processed.? On 04/15/we submitted ***’s consolidation application to the servicer based off the pay stubs the client provided to usOn 05/03/we received the client’s day letter from her servicer, which states what loans were included in the consolidation and she had business days to contact us to correct any mistakes, add missing loans or cancel the applicationThat was Emailed and Mailed to client.? Client called in on 05/04/requesting to cancel her services with usShe spoke with our processing manager and it was explained to the client that because of the contract that was signed with our company, and because the services that we promised have been provided, she would still be responsible for her processing feeAfter discussing her options she decided to stay with the company.Client stated that she was heading out the door and would contact us at a later timeWe received her consolidation approval on 05/19/We did get her approved for a $payment for the next months and we advised the client via Email and Mail.? We have attempted to contact her via phone with no responseIf she wishes to part ways with our company it’s important that she understands that because the services have been given in full effect, she is responsible for her processing fee ($for more months) Once her processing fee is paid off we will cancel her out and no further deductions will be made from her account.? ? We would love to keep *** as a client and we are in hopes that she will contact us soon.? Thank You, ? ? *** ***Client Relations- Processing DepartmentNational Student Loan SolutionsEast 1st Street, Suite 200Tustin CA 92780Phone:? 714-583-9355Fax:? [email protected]

Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below
[NSLS is not truly "working with me" to resolve this issue? I have requested cancellation multiple times, both in writing and in telephone conversations? My last conversation concluded when, out of sheer exhaustion, I agreed to review a new contract with the understanding that I would be able to contact FedLoan to discuss the situation and receive some assurance of the contract's legitimacy? I have been unable to obtain that assurance? NSLS did not wait for me to make the required contacts, and resubmitted documentation for a program I did not agree to, in my name, without my approval? I have been unable to speak to anyone at FedLoan about the situation (although I have tried and been transferred to several departments who recommend I speak to yet another department), so I am again asking NSLS to terminate the contract and refund all fees accroding to their contract stipulations.]
Regards,
*** ***

We are sorry to hear that Ms*** feels that her experience with us was unsatisfactoryMs*** was attending school until March and stated she would contact us in March after she graduated so that we could submit everything to the Department of EducationMs***
contact us in March and stated that she had finished schoolShe was still showing to be “In School Status” since she had just graduatedThe client contacted us again in April 07, and we advised her that the DOE still showed her as “In School Status” and that she needed to have that addressed with her school in order for us to move forwardThe client also advised us that she had lost her job so we requested a written document from the client stating that she was unemployed? After that we did not hear from the client for a month so we reached out to her in May requesting the information that we were still pending from herShe spoke with a couple of people in our office on the following dates and we have the recorded conversations: 5/13/*** ***- Client had requested some information from us via email which was emailed to herOur operations manager *** *** called her, she did not answer so he left a voicemail and let her know we were pending updated proof of income from her 5/17/*** ***-Client called in with questions and she spoke with *** *** who explained the process to her in full detail and explained to her again that we needed her proof of incomeThe conversation with the client was minutes long and the conversation ended extremely wellThe client stated that she would not be able to send in her proof of income until Mid-June due to her pay cycle 5/20/*** ***-Client updated some information with us 6/6/16-*** ***-Client had emailed us on Sunday 6/5/requesting to cancel*** called the client and left a voicemail in regards to email we receivedClient did not call us back? ? ? ? In conclusion, our contract clearly states that the client is responsible for sending all documentation to us in a timely manner, and Ms*** has not provided the necessary documents to usWe were always ready and eager to finish the work however her lack of urgency on the documents is out of our controlIf the client would like to send us the documents that we have been asking for during the past two months we will gladly proceed with our end.?

Hello ***,In regards to Complaint ID: ***Made by: *** * ***? We have been working with the client in resolving the miscommunication that occurred between the client and the Account Manager.I will attach the last Email that was sent to client regarding the situation and what we
have done to fix itThis Email was sent to client already and we are currently awaiting her response.? Please let me know if any other action needs to take place.? Thank You,*** ***
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