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.

I've been with this company for a year now and have been very satisfied. Dana Contreras is great and gets my questions answered quickly. I could have done the paperwork on my own, but this is so much easier and stress free, plus now I know it is being done on time and correctly!

DEAR Revdex.com AND MR. [redacted]. WE WOULD LIKE TO SHOW OUR SIDE OF THE STORY AND EXPLAIN EXACTLY WHAT HAS BEEN DONE ON YOUR ACCOUNT. THE CONTRACT BETWEEN MR. [redacted] AND NATIONAL STUDENT LOAN SOLUTIONS WAS SIGNED ON 02/06/2015. ON THE FRONT PAGE OF THE CONTRACT THERE IS A FULL...

BREAKDOWN OF ALL FEES ASSOCIATED WITH FURTHER PROCESSING OF THE FILE. THERE IS A SPECIFIC SEPARATE INITIAL ON RIGHT NEXT TO THE DISCLOSURE ABOUT THE MAINTENANCE FEE THAT IS BEING CHARGED.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 MR. [redacted] STATED THAT HIS PAYMENT WAS $418.25 FOR A 20 YEAR REPAYMENT PERIOD. NSLS QUOTED THE PAYMENT OF $194.94 (INCLUDING ALL FEES) FOR A 10 YEAR PERIOD WITH CERTAIN QUALIFICATIONS TO MEET. THAT WOULD BE THE SAVINGS OF OVER $76000 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. FIRST WEEK OF APRIL 2015 NSLS HAS RECEIVED THE CONFIRMATION OF THE NEW REPAYMENT FROM THE NEW SERVICING AGENCY THAT TOOK OVER MR. [redacted]’S LOANS ON BEHALF OF THE DEPARTMENT OF EDUCATION. THE NEW PAYMENT CAME BACK @ $167.11, WHICH IS EVEN LOWER THAN WAS QUOTED TO THE CLIENT.NSLS HAS ALL NECESSARY PROOF TO BACK WHAT IS SAID ABOVE. GENERALLY, IN THIS CASE THE CLIENT WOULD NOT QUALIFY FOR A REFUND FOR THE REASON THAT ALL DOCUMENTATION HAS BEEN PROCESSED ON THEIR BEHALF.  ALTHOUGH IN GOOD FAITH AND TO MAKE SURE THAT WE PROVIDE EXCELLENT CUSTOMER SERVICE TO EVERY CLIENT, WE HAVE MAILED A CHECK TO MR. [redacted] FOR A 50% REFUND. WE BELIEVE THAT WE HAVE RESOLVED THIS ISSUE TO THE BEST OF OUR ABILITIES AND FAIRNESS. PLEASE FEEL FREE TO CONTACT US IF THERE ARE ANY ADDITIONAL QUESTIONS.[redacted]                                                 [redacted]
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[redacted]

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.
After several days of calling National Student Loan Services, I received a call from the Loan Processing Manager, [redacted] (or [redacted], 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 then.
I 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 false and just an attempt to avoid the need to refund the money.  Regards, [redacted]

First and foremost we would like to apologize to Ms. [redacted] for any frustration that she may have experienced with us. Ms. [redacted] had originally voiced some hesitation about enrolling into the program but after speaking with our General Manager she had decided to move forward. She subsequently changed...

her mind some time later. We will issue a full refund to the client in the amount of $198.33. We have spoken to our team to ensure that any refunds that are due to clients are handled in a timely manner. Thank you.

We have spoken to the client in regards to her concerns, which we take very seriously. We will have a resolution for the client within the next 48 hours.

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]

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]

On September 8, 2016 our office contacted Ms. [redacted] and explained the process in detail, reviewed her account status, as well as addressed her concerns. We are grateful that Ms. [redacted] gave us an opportunity to have worked on her behalf and apologize for any frustration she experienced. We have...

canceled her file at her request and consider the matter closed.

We are sorry to hear that Ms. [redacted] feels that her experience with us was unsatisfactory. Ms. [redacted] was attending school until March 2016 and stated she would contact us in March after she graduated so that we could submit everything to the Department of Education. Ms. [redacted]...

contact us in March and stated that she had finished school. She was still showing to be “In School Status” since she had just graduated. The client contacted us again in April 07, 2016 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 forward. The 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 her. She spoke with a couple of people in our office on the following dates and we have the recorded conversations: 5/13/16 [redacted]- Client had requested some information from us via email which was emailed to her. Our operations manager [redacted] called her, she did not answer so he left a voicemail and let her know we were pending updated proof of income from her. 5/17/16 [redacted]-Client called in with questions and she spoke with [redacted] who explained the process to her in full detail and explained to her again that we needed her proof of income. The conversation with the client was 25 minutes long and the conversation ended extremely well. The client stated that she would not be able to send in her proof of income until Mid-June due to her pay cycle. 5/20/16 [redacted]-Client updated some information with us 6/6/16-[redacted]-Client had emailed us on Sunday 6/5/15 requesting to cancel. [redacted] called the client and left a voicemail in regards to email we received. Client 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. [redacted] has not provided the necessary documents to us. We were always ready and eager to finish the work however her lack of urgency on the documents is out of our control. If 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.

Great company Great people

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. The company has contacted me and consider this complaint resolved.
Regards,
[redacted]

Dear Ms. [redacted] and Revdex.com,
Based on the work done on Ms. [redacted]' file and 2 years worth of maintaining the account, we believe that we doesn't deserve a refund based on the agreement signed with us. NSLS has reduced Ms. [redacted]' payments by over $150...

a month for over 2 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% Refund. A check has been placed in the mail for Ms. [redacted] already. Please feel free to contact us if there are any further questions regarding this complaint.

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]

Dear Revdex.com and [redacted],
We would like to respond to this complaint to the best of our ability. We have been in constant communication with Ms. [redacted],and our system doesn't show any contact activity from Ms. [redacted] via phone with any of our agents between July 30 and...

August 10. On August 10 one of our agents contacted [redacted] to let her know that her finalization documentation has already been received and it all will be finalized.
National Student Loan Solutions has dropped [redacted]'s payment from $900 to less than $30 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. [redacted], since the service was completely processed for 50% of the original fee.
Please feel free to contact us if there are any additional questions. [redacted]

Hello [redacted],
12.8px;">In regards to Complaint ID: [redacted]
Made by: [redacted]
 
[redacted] initially signed up with us back in February of 2016. The client advised us that she was making monthly payments on her Federal Student loans in the amount of $68.00 We advised the client about the Income based programs that could qualify her for the Federal Student loan Forgiveness program. We 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 time. We 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 04/15/2016 we submitted [redacted]’s consolidation application to the servicer based off the pay stubs the client provided to us. On 05/03/2016 we received the client’s 10 day letter from her servicer, which states what loans were included in the consolidation and she had 10 business days to contact us to correct any mistakes, add missing loans or cancel the application. That was Emailed and Mailed to client.
 
Client called in on 05/04/2016 requesting to cancel her services with us. She 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 fee. After 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 time. We received her consolidation approval on 05/19/2016. We did get her approved for a $0.00 payment for the next 12 months and we advised the client via Email and Mail.
 
We have attempted to contact her via phone with no response. If 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 ($65.83 for 4 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 [redacted] as a client and we are in hopes that she will contact us soon.
 
Thank You,  
 
[redacted]
Client Relations- Processing Department
National Student Loan Solutions
535 East 1st Street, Suite 200
Tustin CA 92780
Phone: 714-583-9355
Fax: 888-585-6710
[email protected]
www.my-nsls.com

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.

National Student Loan Solutions was very professional and helped me every step of the process to get me great rate on the loan. They followed back with me when I wasn't able to finish the phone call because of slight emergency, in which they were very understanding.

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

Dear [redacted]

id="E11">[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.