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 below.He is correct that I said I would continue but this was only done to retrieve my information to access the? FAFSA accountI had repeatedly attempted to contact them to access my FAFSA because of issues I was having applying for the late summer fall semesterI contacted them and went through a half hour discussion with a agent then requested to speak with a manager when she would not provide any assistanceShe said she would, then hung up on meI recalled and never let anyone else speak until I reached a managerHe then took forever to provide my information but would only do so after I said I would continueThe company even started to say they never changed any of the FAFSA or set up the account until I provided the dates given to me by FAFSA and said it was done by a third party debt consignment companyThe company has done nothing to try and reduce my debt and when I spoke with the agent from FAFSA she searched through my account and said the only interaction with the company was when the account and password was changedNothing with the finances has been applied for or worked on
Regards,
*** ***

On September 8, our office contacted Ms*** and explained the process in detail, reviewed her account status, as well as addressed her concernsWe are grateful that Ms*** gave us an opportunity to have worked on her behalf and apologize for any frustration she experiencedWe have
canceled her file at her request and consider the matter closed.?

Each conversation that is had in our office with a client is recorded for quality assurance purposesWe are working on attaching these conversations to our response to the client in order to show that absolutely no bullying was done to the clientNone of our employees represent the company in such a mannerWe thoroughly explained each step of the process to the client and went above and beyond in trying to accommodate her needs?

Dear Ms*** and Revdex.com,The consolidation summary sheet is a middle stage of the overall process, which is completely a way of processing the consolidation via the Department of EducationBased on the information in the complaint, Ms*** believes that the repayment estiamtes given under the Standard repayment plan is the one she would be obligated to, which entirely not the caseAs Ms*** was explained, her account is being placed into the Income Based repayment programAt the time of the Summary Sheet the estimates for this repayment plan never appear 100% of the timeAll that is happening is confusion, since the correct repayment will be processed anyway once the loans get transferrred to the new servicing agencyWe believe that Ms*** is not eligible for a refund since all the work has been performed on her behalf and all that was necessary to do is wait until the new repayment schedule arrivesAt this point Ms*** will receive the quoted results in the mail anyhow, so the work that was promised to be done is considered complete.?

Mr*** contacted us about the billing error, and after researching his account we realized that he was correctWe advised him that we would issue the refund, and we issued a refund to his bank account for a portion of the amount and mailed him a check for the remainder of the amountThe
client has received a refund in fullWe apologize for the inconvenience.?

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.? I will wait? for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

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.The company tried calling me a total of one time, while I was at workOnce I am out of work and able to call back their company is no longer receiving phone callsThey have attempted no other means of contactThey have emailed me in the past, ? I am not sure why they didn't try thatWhile it is nice to hear they were able to get me approved for a lower payment, I still no longer wish to do business with themThey seem to refuse to acknowledge what a huge oversight it was on their part to choose to change my preferred repayment plan without any confirmation from me, and the result of their oversight being me missing a payment because they did not hold up their end of the contractI never told them to change my payment plan, and there should have been no need to resubmit my information as it should have been done correctly the first timeI would much rather work directly with *** myself from now onI do not need to pay a middle man company if they are going to cause me this much stress when they were supposed to bring me peace and a solution.?
Regards,
*** ***

Dear Ms*** and Revdex.com,We have communicated with Ms*** regarding this matter and a day prior to this complaint being posted by Ms***, she has agreed to us proceeding on working on her file and simply cancel the last scheduled payment of $198.75.We both agreed that it was a
misunderstanding on Ms*** side, since the letter that was forwarded to her was a Summary Sheet from the Department of Education that gave estimates for the Standard and Graduated repaymentsThere was no estimate provided for the Income Based repayment plan, which is exactly the plan that Ms*** was being placed in? This is a completely procedure that happens on 100% of clients that apply for the Income Based repayment plan, since the income information gets calculated after the new servicing agency gets the loans transferred to them.Unfortunately at this point there is no way to stop the process from going through.Approximately 3-weeks from this point Ms*** will receive all benefits that were discussed with her at the time of signing the agreement with NSLS.Ms***, we sincerely apologize for the confusion that happened, although everything is on the right track with the configuration of your file.Please contact our Processing Department for any further assistance

National Student Loan Solutions has investigated into the said complaint? Ms*** signed up with our company in June of for the sole purpose of helping her get into the best repayment plan for her Federal Student Loans? We consolidated her loans and upheld our part of the
agreement up until December of when we found out she was in and "In School" deferment? This means that she cannot make payments until she is out of school? We have corresponded this with Ms***? We have also stopped all payments from being drafted from her account until she is out of school and can start repayment again? We would be more than happy to go over her situation and explain all options that are available to Ms***? Please have her call *** *** our Processing Manager directly at *** or she can always call our main number at 714-583-?

Dear *** *** and Revdex.com,? In response to the complaint above, NSLS wants to mention that there was a big deal of confusion going on with this accountWhen one of our managers spoke with Ms***, it became clear that there was another company also helping process
paperwork on this accountAs part of the agreement the Ms*** had with our company, we were processing the application and submission for the Public Service Loan ForgivenessThis was finalized and we have a copy of the approval letter from the Department of Education servicerWe would be happy to resolve the issue the correct way, and in fairness to NSLS, we were the company to process the documentation for Ms***, so we believe that the refund needs to be deducted from the other company that was involved.Ms***, please feel free to comment, we would like to make sure that the outcome is satisfactory for you.Regards,NSLS Team

Dear Ms*** and Revdex.com,Based on the work done on Ms***' file and years worth of maintaining the account, we believe that we doesn't deserve a refund based on the agreement signed with usNSLS has reduced Ms***' payments by over $a month for over years,
which we have backup documentation to prove.In all faith, we still would like to do the right thing as a reputable business and have decided to issue 50% RefundA check has been placed in the mail for Ms*** alreadyPlease feel free to contact us if there are any further questions regarding this complaint

Dear Ms*** and Revdex.com,In response to complaint made by Ms***, we'd like to mention that we have been in business for over years and have not had issues with our accounting system.? As the outcome of the services received by Ms***, the monthly payment on Ms
***'s federal student loans were reduced from $to $0.00, which would constitute a dramatic difference.? We'd like to mention that monthly maintenance fee payments that were being withdrawn from Ms***'s account are due on a monthly basis on certain date per mutual agreement that was signed and datedLooking back through the account, we have not noticed any inconsistencies with withdrawals.NSLS is an equal opportunity employer and we believe that hiring personnel with an accent would not take away from productivity or well being of the company*** *** is our Accounting Manager and was instructed to make such decisions on behalf of the company.The Director of Operations tried contacting Ms*** via phone and email to resolve any issues with her account, but has not received any responseAs it stands at the moment, NSLS believes that we have gone beyond the call of duty to try resolving any issues with account, since all agreed upon services have been performed.Please free to contact us with any further questions., thank you and our Kindest regards,NSLS Management Team

Dear [redacted] and Revdex.com, In response to the complaint above, NSLS wants to mention that there was a big deal of confusion going on with this account. When one of our managers spoke with Ms. [redacted], it became clear that there was another company also helping process...

paperwork on this account. As part of the agreement the Ms. [redacted] had with our company, we were processing the application and submission for the Public Service Loan Forgiveness. This was finalized and we have a copy of the approval letter from the Department of Education servicer. We would be happy to resolve the issue the correct way, and in fairness to NSLS, we were the company to process the documentation for Ms. [redacted], so we believe that the refund needs to be deducted from the other company that was involved.Ms. [redacted], please feel free to comment, we would like to make sure that the outcome is satisfactory for you.Regards,NSLS Team.

We had responded to [redacted] complaint earlier however, there must have been an error with the transmission of the response because it shows that we did not respond. We take [redacted] complaint very seriously and apologize for her not having a great experience with our company. We have...

researched her account. [redacted] contacted us back on October 2016 inquiring about our services. We collected information from the client that she provided willingly in order to assess her situation, which included her FSA username and password. At that time, we found that she would not be eligible to pursue any income based programs just yet because she was still attending school. We 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 fine. Our records show that our agent contacted [redacted] on 1/25/17 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 [redacted] had, our sole purpose was to assist her. Thank you.

Revdex.com:
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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

We spoke with Mr. [redacted] on 12/28/16 and advised him that the refund would be going out that week. It was sent out on 12/30 in the form of a check exactly as had been explained to Mr.[redacted]. Please see email thread below.  [redacted]
 
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 I did not agreed for them to continue working on my file I told them I would no longer use their company and I would like to speak with someone in the cancellation department and to refund my all payments. No one that I stated in the first complaint as contacted me.Also I never agreed that it was a misunderstanding on My side, the letter they stated that was forwarded to me was not a Summary Sheet from the Department of Education (because I have spoken  with them) the summary is attached below with National Student Loan Solutions with their letterhead. After speaking with the Department of Education and my new loan provider we reviewed all documents and the paper work they had provided on my behalf  where false documents.  I had to correct several incorrect information and provide them with the correct mailing address. My banks is stoping all payment from being drafted out of my account.  No I will not contract the  Processing Department for any further assistance. They are no help, if they Do Not refund my full refund within a week I will take the next step! I will post this information on all social media network  
Regards,
[redacted]

Dear Revdex.com,We have been in communication with Ms. [redacted] and have agreed to settle the case with refunding 3 months worth of fees charged and provide service at no charge for 24 months going forward. Ms. [redacted] is communicating with out Accounts Manager to make sure all problems are...

resolved on this account.Thank you for attention.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The company tried calling me a total of one time, while I was at work. Once I am out of work and able to call back their company is no longer receiving phone calls. They have attempted no other means of contact. They have emailed me in the past,  I am not sure why they didn't try that. While it is nice to hear they were able to get me approved for a lower payment, I still no longer wish to do business with them. They seem to refuse to acknowledge what a huge oversight it was on their part to choose to change my preferred repayment plan without any confirmation from me, and the result of their oversight being me missing a payment because they did not hold up their end of the contract. I never told them to change my payment plan, and there should have been no need to resubmit my information as it should have been done correctly the first time. I would much rather work directly with [redacted] myself from now on. I do not need to pay a middle man company if they are going to cause me this much stress when they were supposed to bring me peace and a solution. 
Regards,
[redacted]

Dear Revdex.com and our client [redacted].First, we would like to sincerely apologize for any misunderstanding that might have happened between [redacted] and our company. We would like to recap exactly what [redacted] has signed up for when the original contract was signed with our company....

National Student Loan Solutions (NSLS) is in business of providing processing services of documentation with the Department of Education (DOE) based on the found benefits that are tailored specifically for every client. During our FREE consultation we find a benefit based on the current programs that DOE has to offer and in case the client decides to come on board and have us process all the documentation on their behalf,  there is a processing fee that is involved to get this finalized.Ms. [redacted] has signed the contract with NSLS on 10/29/2014 and has made payment arrangements to break down the processing fee in a few installments. During our FREE consultation we found that Ms. [redacted] was eligible for a $0.00 based on her income and family size information. Her payment to the current servicing agency was over $200 per Ms. [redacted]'s words. All documentation has been submitted to the DOE for processing right after the contract signature date. The process normally takes 60-90 days to complete (per DOE Guidelines). Throughout this time we've been in communication with Ms. [redacted] a few times including the phone call about the Summary Sheet that gets sent out from the DOE stating when the loans are being paid off . On 02/13/2015 we have received the Final Repayment schedule from the new servicing agency showing the quoted $0.00 payment. We were very excited for Ms. [redacted] that the process was now complete.In NSLS eyes, we have accomplished everything that we promised to process. We can provide any necessary proof to show verification of all said above including the contract, between Ms. [redacted] and NSLS which states on the front page exactly what the fees are and what we are doing on client's behalf. We are the only student loan processing company out there that is advertising their fees on the website and being upfront with everything that we offer for the fees we charge. Every contact record is noted in NSLS Customer Retention System. And based on those it shows multiple contacts have been made with Ms. [redacted] throughout the period Ms. [redacted] has been a client. Lack of communication could not be the matter.We have tried contacting Ms. [redacted] several times over the last week to find out what we could do to make the experience with NSLS as close to perfect as possible. We believe that based on the information provided above and NSLS having finalized all agreed upon services, Ms. [redacted] doesn't qualify to receive a refund of the fees paid to our company. We have cancelled any future transactions as we deem this complaint as a letter of cancellation of any future services. Please feel free to contact us if there are any questions.[redacted]   
                     
                     
 
Operations
Manager
 
National
Student Loan Solutions
535 East 1st
Street, Suite 200
Tustin CA
92780714-583-9355
www.my-nsls.com