National Student Loan Solutions Inc

Dear Ms. [redacted] and Revdex.com,
We have communicated with Ms. [redacted] regarding this matter and a day prior to this complaint being posted by Ms. [redacted], 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. [redacted] 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 repayments. There was no estimate provided for the Income Based repayment plan, which is exactly the plan that Ms. [redacted] was being placed in.  This is a completely normal 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 3-4 weeks from this point Ms. [redacted] will receive all benefits that were discussed with her at the time of signing the agreement with NSLS.
Ms. [redacted], 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.

Hello [redacted],In regards to Complaint ID: [redacted]Made by: [redacted] 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 it. This 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,[redacted]
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National Student Loan Solutions has investigated into the said complaint.  Ms. [redacted] signed up with our company in June of 2016 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 2016 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. [redacted].  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. [redacted].  Please have her call [redacted] our Processing Manager directly at [redacted] or she can always call our main number at 714-583-9355

Ms. [redacted],Our sincere apologies for any miscommunication that might have happened between you and our company. I 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 Solutions.In order to facilitate the satisfactory standing with Ms. [redacted] we have mutually agreed to a 50% Refund of the Processing Fee, which was confirmed in the email sent to Ms. [redacted] on 07/08/15 after we got off the phone. National Student Loan Solutions strives to provide an excellent track record and we are making sure that everyone is satisfied with our service. We hope that Ms. [redacted] sees our proactive stance on resolving any complaint that is coming towards our company.Please feel free to contact me if there are any other questions. Thank you and best regards.[redacted]     
                     
                     
Operations
Manager
National Student
Loan Solutions
535 East 1st
Street, Suite 200
Tustin CA [email protected]
www.my-nsls.com

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.He is correct that I said I would continue but this was only done to retrieve my information to access the FAFSA account. I had repeatedly attempted to contact them to access my FAFSA because of issues I was having applying for the late summer fall semester. I 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 assistance. She said she would, then hung up on me. I recalled and never let anyone else speak until I reached a manager. He then took forever to provide my information but would only do so after I said I would continue. The 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 company. The 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 changed. Nothing with the finances has been applied for or worked on.
Regards,
[redacted]

We have canceled the client's account per her request. We regret that the client feels that her experience with us was not satisfactory. After looking into her account, we performed our obligation under the contract and we are in no way scamming this client or any other, and are canceling her...

account in good faith although we have completed all work appropriately.

DEAR Revdex.com AND MS. [redacted],NATIONAL STUDENT LOANS SOLUTIONS WOULD LIKE TO EXPRESS OUR SINCERE APOLOGIES FOR THE MISCOMMUNICATION THAT SEEMS TO HAVE HAPPENED BETWEEN US. BASED ON THE INFORMATION THAT WE HAVE ON MS. [redacted] IN OUR FILE, THE PAYMENT THAT WAS QUOTED TO CLIENT HAS...

BEEN ACHIEVED. NATIONAL STUDENT LOAN SOLUTIONS (NSLS) HAS PROCESSED THE FILE CORRECTLY WITHIN THE APPROXIMATE TIMEFRAME THAT WAS GIVEN AT THE TIME OF SIGNATURE.  PRIOR TO COMING ON BOARD WITH NSLS MS. [redacted] STATED THAT HER PAYMENT WAS $250.00 FOR A 20 YEAR REPAYMENT PERIOD. NSLS QUOTED THE PAYMENT OF $72.95 (INCLUDING ALL FEES) FOR A 10 YEAR PERIOD WITH CERTAIN QUALIFICATIONS TO MEET. THAT WOULD BE THE SAVINGS OF OVER $51,000 OVER THE TERM OF THE REPAYEMENT AS LONG AS ALL NECESSARY ELIGIBILITY REQUIREMENTS (THAT HAVE BEEN ALL DISCLOSED TO THE CLIENT BASED ON D.O.E. PROGRAMS) ARE MET THROUGHOUT THE REPAYMENT PERIOD. NSLS HAS RECEIVED THE CONFIRMATION OF THE NEW REPAYMENT FROM THE NEW SERVICING AGENCY THAT TOOK OVER MS. [redacted]’ LOANS ON BEHALF OF THE DEPARTMENT OF EDUCATION. THE NEW PAYMENT CAME BACK @ $57.27, WHICH IS EVEN LOWER THAN WAS QUOTED TO THE CLIENT.THERE ARE VARIOUS TYPES OF DEFERMENT THAT ARE AVAILABLE ON FEDERAL STUDENT LOANS TO MAKE SURE THERE ARE NO PAYMENTS DUE WHILE THE NEW LOWER PAYMENT IS BEING PROCESSED. ONE OF THE MOST POPULAR IS GENERAL FORBEARANCE, WHICH NSLS IS ALWAYS HAPPY TO PROCESS ON CLIENT’S BEHALF TO POSTPONE PAYMENTS. ALTHOUGH AS A COMPANY, WE CANNOT MAKE A DECISION TO POSTPONE PAYMENTS, WE CAN ONLY DO WHAT A CLIENT IS ASKING US TO. NSLS BELIEVES THAT IT HAS DONE EVERYTHING POSSIBLE IN OUR POWER TO CORRECTLY PROCESS THE AGREED UPON DEPARTMENT OF EDUCATION PROGRAM FOR MS. [redacted]. THE BENEFIT THAT HAS BEEN RECEIVED IS VERY SIGNIFICANT. THUS, WE DO NOT BELIEVE THAT MS. [redacted] QUALIFIES FOR A REFUND IN ALL FAIRNESS TO THE WORK THAT HAS BEEN DONE ON HER BEHALF. PLEASE FEEL FREE TO CONTACT US IF THERE ARE ANY ADDITIONAL QUESTIONS.

[redacted],I would like to thank you again for taking time out of your day to speak with me with regards to your account. I am glad that we were able to find resolution to your questions and concerns. As a company built and centered around customer service, it is valuable that we are able to resolve these...

issues effectively.  We are glad to hear that in the future, if your situation changes, you might consider our services again.  Thank you so much for your time,[redacted]
Client Services
National Student Loan Solutions 
535 East 1st Street
Tustin CA 92780
Direct: [redacted]
F: 714-734-6700
r[redacted]@my-nsls.com 
www.my-nsls.com

I just graduated from USM I went back to school while working and received my BSN. I applied for federal loans and didn't really understand what I was signing I just wanted to get back in school. Now that my payments are due, I finally got my statement in the mail of how much my interest rate is and how much my payments are. I couldn't believe what I signed myself up for. I was in tears crying to my Dad, so he told me he would look into finding me help.

My dad and I called National Student Loan Solutions and Thank the Lord if it wasn't for them I think I would be in a lot of trouble. I recommend all my family friends and coworkers to call them Angelica was the Lady who helped me with the application and also Katie she was really sweet. Thank you and God bless

Hello [redacted], My apologies for not being able to close that complaint # [redacted]. Could you please post this response as the reply to this complaint. I would really appreciate it. “Dear Mr. [redacted] and Revdex.com, As a growing company we strive to provide excellent...

service to all our clients and make sure we resolve any issue that may arise along the way. Based on our records, NSLS has already finalized the most important process that Mr. [redacted] has hired our company to do and have reduced his federal student loan monthly payment significantly. We were in the process of finalizing the application for student loan forgiveness, when Mr. [redacted] has decided that he could do all this on his own, which was not the case ever since he took the loan out originally. In fairness to our company, we have provided the knowledge base and complete explanation on the available programs that fit Mr. [redacted]’s situation and have completed the documents for 1 of the 2 discussed programs. The statement about 0% interest rate was a simple misunderstanding. The statement was that all principal including any accrued interest would be completely forgiven as long as all discussed eligibility factors are met. NSLS believes that Mr. [redacted] doesn’t qualify for a refund, but as a reputable company has still given a 100% Money Back into Mr. [redacted]s account in hopes that how we do business is appreciated. Thank you and best regards,”  Thank you very much in advance, [redacted]. [redacted]
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Dear Valued Customer, Thank you so much for providing such valuable feedback for our company. We have tried to reach out to you  a few times via phone and email.  I hope that I can speak to you personally very soon. Customer service is incredibly important and this incident...

does not reflect our morals as a company.  Due to this feedback, we have implemented new procedures to better ensure service. These services include call recording, monitoring and weekly customer service training. Again, we apologize for this and ensure you, this is an isolated event of which we take full responsibility. Again, please contact me at your earliest convenience. [redacted]Client Services National Student Loan Solutions[redacted]
[redacted]
[redacted]
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[redacted]www.my-nsls.comNSLS MAIN LOGO SMALL

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
92780
714-583-9355
www.my-nsls.com

I contacted NSLS back in 2015 to reduce my student loans. I paid an upfront fee and they told me that in 4 months the payments would be reduced to a new monthly payment. It is still over a year later and we have yet to hear from them, see any paperwork, etc and we are still being deducted from our debit card every month thier "fee". I have contacted them and still have yet to hear what their solution is. Do not go through these people!

Our office has communicated with Mr. [redacted] on 12/21/16. We thank him for the opportunity to address his concerns and have provided him a resolution.

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.  As I thought that it would cancel out the other business and it was not explained to me clearly, I feel NSLS are responsible for the refund. I did not realize they both provided the same service. This should have been explained to me. NSLS accepted my $700 plus payments without informing me that they were the same type of business. They should have explained this to me and that I would have to cancel one to use the other as they had lower payments which did not go through. I was not making payments as they told me the application went through and I would start making the lower payment. I did not receive a bill for the lower payments so I was not making them, as I was waiting for the bill. I finally realized after receiving 3 bills from FEDLoan that something was wrong, I started making phone calls. My account was going into delinquency. I have since cancelled both services. However, I feel NSLS were negligent in not informing me that I was duplicating the service. It was not the other company's fault. Therefore NSLS owes me the refund. NSLS took my money knowing full well I another similar service company. Regards,
[redacted]

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.
 
 My bank went through an reversed ACH and retained funds. The check arrived on 1/02 at my home.  I will shred the check.  Please continue to do what you can to question this company.  They need to be stopped. 
 
 
Regards,
[redacted]

We guarantee money back in the event we cannot get you in some sort of program by preparing the paperwork on your behalf. We did the documentation the client hired us to do and by doing so, client obtained a $0.00 payment from a $710.00 monthly payment she was paying on before signing up with our company. When client enrolled, one of the questions we go over in our compliance call is do you work for a nonprofit or government organization, client stated yes. We cannot be liable for client not knowing if her employer is in the public sector.
 
We have made several attempts to contact [redacted] with no response, I have placed a request for cancelation per clients request, and a confirmation of cancellation Email has been sent to client.
[redacted]
Client Relations- Processing Department

Dear Ms. [redacted] and Revdex.com,
The consolidation summary sheet is a middle stage of the overall process, which is completely a normal way of processing the consolidation via the Department of Education. Based on the information in the complaint, Ms. [redacted] believes that the repayment estiamtes given under the Standard repayment plan is the one she would be obligated to, which entirely not the case. As Ms. [redacted] was explained, her account is being placed into the Income Based repayment program. At the time of the Summary Sheet the estimates for this repayment plan never appear 100% of the time. All that is happening is confusion, since the correct repayment will be processed anyway once the loans get transferrred to the new servicing agency. We believe that Ms. [redacted] 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 arrives. At this point Ms. [redacted] will receive the quoted results in the mail anyhow, so the work that was promised to be done is considered complete.

Dear Ms. [redacted] and Revdex.com,The consolidation summary sheet is a middle stage of the overall process, which is completely a normal way of processing the consolidation via the Department of Education. Based on the information in the complaint, Ms. [redacted] believes that the repayment estiamtes given under the Standard repayment plan is the one she would be obligated to, which entirely not the case. As Ms. [redacted] was explained, her account is being placed into the Income Based repayment program. At the time of the Summary Sheet the estimates for this repayment plan never appear 100% of the time. All that is happening is confusion, since the correct repayment will be processed anyway once the loans get transferrred to the new servicing agency. We believe that Ms. [redacted] 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 arrives. At this point Ms. [redacted] will receive the quoted results in the mail anyhow, so the work that was promised to be done is considered complete.

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]