National Student Servicing

I signed up with National Student Servicing months ago and the service has been exceptional! I spoke with an honest and very thorough sales rep and then just a few days later my application was submitted and my first processing payment is not being taken out until next month! They are fast and easyThe process takes about 60- days so I am being patient but I received a call stating they are checking my application daily and will be in contact with meI know this is a service that can be done but I tried to submit my application but they kept sending it back to me saying the docs were not filed correctly so I signed up with National Student Servicing and I have to say so far so good

*** *** ***
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
First of all, they lied about not paying I paid for month until I found out they wasn't doing what they said They said if the loans companies call me to tell them to call them Robert one of their employees, lied about the whole project of the debts that was the first thing I asked him about SalliMae He said no problem because we have a subcontractors to deal with SallisMaeIt was all a scam to get people to sign up with them
Regards,
*** ***

National Student Servicing makes no promises in regards to loan forgivenessLoan forgiveness is offered through the department of education and National Student Servicing makes every effort to see this through! If the client is not receptive or does not respond then we are limited in what we can doFor *** we did provide all the work we agreed to do

Client is currently in discussion with us to work through these concerns that have been brought to the table in an effort to help the client move forward with a cohesive exit plan to properly mange and maintain loans

Está institución no permite cancelar mis servicios, he recibido amenazas e intimidaciones por parte de la SraM del departamento de prossesamiento amenazando con dañar mi credito sino reciben el pagoEn miles de ocaciones le he dicho que no quiero seguir con sus servicios y ser contactada por la institucion y la SraM ha ignorado mi petición haciendo caso omiso a los acercamiento que le he hecho e incluso burlandose de mis mensajesTengo los correos electronicos que asi lo evidencianMe siento muy disgustada, intimidada y amenazada por parte de la representante de dicha institución por lo que veré obligada a buscar ayuda legal para que se resuelva está situación

***
We began work as soon as this client enrolled into the programAll clients are made aware that they are paying for document
processing that they could otherwise do themselves and are explained the benefits of having a professional on their sideThis client did not pay for our services and did not answer our calls or emailsWe were unable to continue with services when the client did not respondWe fully explain to clients that the forbearance is optional and interest will accrue and capitalize, all clients make this choice themselves
Please let us know if you have any further questions
*** *

An attempt is and will be made to contact client again in order to resolve all issuesA direct line of contact will be given to the client to avoid any miss communication between the client and NSSWe hope this will fix what the client feels is broken

After reviewing the file for Miss *** I believe there is some confusion as to what we do and our protocolAfter reading the complaint, I see that the claims are close to but the information isn't quite correctNational Student Servicing is a service that works with our client to manage and
maintain their student loans making sure that they are in the best possible program that benefit the financial both now and in the futureTo start off with I would like to address the $monthly paymentThat is our service feeThis is made very clear not only in the initial call but also in the compliance call that follows and it is stated on the signed agreementThe term on the loans is incorrect as wellThere is no such thing as a five year term on a student loanI can completely respect the need for the file to be cancelled if the client feels they can and would want to take on this challenge aloneHowever yes the work was done on the file and the payment was validI am more then willing to explain this myself via a telephone call

Client *** *** signed up with National Student Servicing on January 7th When a client signs up with us it is stated and I am taking this directly from the agreement signed by Ms***...RECITALS:
WHEREAS NSS business is providing Document Processing Services to individuals
with federal student loans and seeking to
consolidate the loans through programs offered by the Department of Education (DOE); and
WHEREAS Student requests NSS to perform in good faith, the following services, ("the Services"): (a) Research potential DOE
programs that are/or may be available to Student, (b) Present results to the Student with available options, (c) Compile and process
all Students' required DOE Consolidation paperwork selected from the options provided to Student, and (d) Submit completed
Consolidation paperwork to the DOE
*Student also acknowledges that they have been advised that any and all programs offered are free, and they have the ability to
complete all such program requirements for themselves
*NSS is not affiliated, partnered with or associated with the DOE (Department of Education) in any way shape or formNSS is a
third-party document processing company that specializes in Federal Student Loan Consolidations, and Rehabilitation's for such
studentsOn January 7th at 4:38pm Ms***s application was submitted through the Department of Education to consolidate her student loans On February 8th Ms*** was consolidated and placed on an Income Based Repayment Program through Fed Loans Servicing with a monthly paymetn of $per monthOn February 24th at 5:pm Ms***s consolidation was completedOne minute later we sent Ms*** her application for the Public Service Loan Forgiveness because she works in the public sector and qualifies for the forgiveness statedWe also called the client and left a voice mail stating these achievementsIn Retrospect...Ms*** signed up with our services and signed an agreement disclosing what it is we do to help our clients in needWe have successfully reached every goal promised and expectedMs***'s is not entitled to a refund nor has one been granted

Client *** *** signed up with our services on February 9th
for a rehabilitation program due to
the fact that she has defaulted in her student loans (meaning she has failed to
pay them for over day+) She had successfully signed the agreement stating
what we should expect from us to accomplish the goal of getting her loans out
of defaultIn order to accomplish this goal we need specifics signed by the
client in order to move forward , i.ea Power of Attorney that must be notarized
and also her Proof of incomeClient requested that the documentation be sent
to her home via USPS which it was on March 3rd On March 24th
we received an email and a voice-mail from the client requesting an extension on
the document needed to move forward with her fileWe responded with no answer
On April 1st Ms*** faxed over the POA we had long been
waiting for and this was the emailed response to her on April 17th
2015…” We want to apologize for the late response; we did receive the
documents you sent usWe received the Power of Attorney form but it looks like
it is missing the Notarized sealSometimes this is not visible on the forms
when in impression seal is used, it can be easily solved by going over the seal
with a colored pencilIf the document does not have a notarized seal we will
not be able to accept the documentThe Power of Attorney can be notarized at
your local UPS or at a bank (most *** will notarize without a fee if you have
an account with them)If you have any questions please feel free to get in
contact with us“On April 28th Ms*** sent
this email to us…” I was contacted by a debt collector from the government
loans! I want off of your program and I want my money back! What a scam! I'm
going to report you to the Revdex.com! I've set up my loan repayment through them
directly! Take me off your auto payment and reimburse my money! “Client was
well aware that we could not move forward without the said documentsIt also states
in our agreement signed by the client in section 7… Cancellation Policy Within 24-hours of an
executed signed contract, the CLIENT may cancel this contract with or without
reasonAfter hours has passed from the executed contract date there will be
NO refundsIf Client contacts the DOE or servicer and tampers with work of NSS
then client will be canceled without refundhour cancellation period
(B&P 6410(e))B&P = Business and Professions CodeNSS feels they have
done everything we can to try and help the client but were needing the
specifics in order to successfully execute a conclusion on the clients ignored
Student LoansNo refund was granted per the signed agreement

Miss *** signed up with NSS September 12th, We emailed her all the documentation needed to be filled out and notarizedThere is (according to the notes ) constant and clear contact between both the client and ourselves which is actually amazing, most client that are in a garnishment feel
that if they ignore it all it will all go away so I do applaud the client in that respectI also understand the frustrations when dealing with a garnishment as I myself am no stranger to those financial strugglesHowever I feel after thoroughly reviewing the file and seeing the effort put into it on both ends I have successfully narrowed it down to what I feel is the issues hereIn order to have the garnishment lifted the client would need to be successfully enrolled into the REHAB programIn order to do so NSS would need all documentation such as POA that is notarized to move forward with the file. In this particular case it seems and this is no fault to the client that the minor bumps in the road we came across were the client not getting our requests via email due to them being sent to her Junk email or the client stating to have sent it in but it not being fully completedThese issues are normalIt does however put a pause on what can be done with the clients garnishment issuesFast forward, the client was successfully put into the REHAB program and is well on her way to getting these issues taken care of and we will continue to help her even when she completes that programWe will be here to help her for the life of the loanI really do not have an argument on this issue, I feel it is a rare situation where the process took longer then expected

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
To whom it may concern:I have just spoke with Misty from National Student Servicing and have settle by closing my account with no payment neededThank you for your helpThey have sent me an e-mail saying my account is closed with ID #***Sincerely,*** *** Regards,
*** ***-***

I will contact the clientI believe there is a misunderstanding in as the file as these notes conflict with the actual fileI will also have to confirm the number that the client is calling as I have an office full of employees and all calls are recorded and I do not hear any of them hanging up on
clientsI will contact the client by the end of the business day

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
[This **$ fee was never brought to my attention and I never received any form of letter or statement from this agency, also I did not put my initial to agree with the detail on the contract as you see it because I don't know how to write my initial using the computerI call to cancel the whole process because I found out I won't save any moneyAccording to the payment schedule, my payment increases every year regardless my income, so please cancel it.]
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
I was unhappy with the *** that was sent to meI waited for the document to be retyped because it was unprofessionalI had to call back many times to get proper service and to remind them to resolve my issues they are ver hard to get in touch withI feel like this service is un-professional and I no longer felt that I could trust this companyThey offered a $refund which to me was unacceptable to me because thats 1/of what I paid and there were still documents pending which means there wasn't much work that was doneI called back in October and also I explained to them there prices were ridiculous I felt like they didn't honor there contract and I deserve a refund there representative became furious he started talking really loud and he had a bad attitudeIm in the ** *** * *** ** *** *** * *** ** people can live freely, and Im just trying to get out of debt so I can have a better future for me and my family and seriously this company really has literally almost got me in tears I'm not rich and if I pay for a service I expect to hold that company to the upmost standardThis company hurt people more than help they try to take advantage of the less fortunate which is very sadThis company needs to seriously get looked at for business practices and really set forth a standard because they have none thereI wouldn't just make up a complaint if it wasn't true I have to much integrity for that I've earn every last dollar in the through blood,sweat, and tears I wouldn't just want to give my money away
When I called back again, the representative I spoke with was very rude and unprofessionalI'd like a full refund or at least 90% of what I paidIf this is an issue, I would like a statement of the break down of charges so I know what I'm paying forI serve my country and work hard for the money I earn and
Regards,
*** ***

Client *** *** signed up with our
services on February 9th
for a rehabilitation program due to
the fact that she has defaulted in her student loans (meaning she has failed to
pay them for over day+) She had successfully signed the agreement stating
what we should expect from us to accomplish the goal of getting her loans out
of defaultIn order to accomplish this goal we need specifics signed by the
client in order to move forward , i.ea Power of Attorney that must be notarized
and also her Proof of incomeClient requested that the documentation be sent
to her home via USPS which it was on March 3rd On March 24th
we received an email and a voice-mail from the client requesting an extension on
the document needed to move forward with her fileWe responded with no answer
On April 1st Ms*** faxed over the POA we had long been
waiting for and this was the emailed response to her on April 17th
2015…” We want to apologize for the late response; we did receive the
documents you sent usWe received the Power of Attorney form but it looks like
it is missing the Notarized sealSometimes this is not visible on the forms
when in impression seal is used, it can be easily solved by going over the seal
with a colored pencilIf the document does not have a notarized seal we will
not be able to accept the documentThe Power of Attorney can be notarized at
your local UPS or at a bank (most *** will notarize without a fee if you have
an account with them)If you have any questions please feel free to get in
contact with us“On April 28th Ms*** sent
this email to us…” I was contacted by a debt collector from the government
loans! I want off of your program and I want my money back! What a scam! I'm
going to report you to the Revdex.com! I've set up my loan repayment through them
directly! Take me off your auto payment and reimburse my money! “Client was
well aware that we could not move forward without the said documentsIt also states
in our agreement signed by the client in section 7… Cancellation Policy Within 24-hours of an
executed signed contract, the CLIENT may cancel this contract with or without
reasonAfter hours has passed from the executed contract date there will be
NO refundsIf Client contacts the DOE or servicer and tampers with work of NSS
then client will be canceled without refundhour cancellation period
(B&P 6410(e))B&P = Business and Professions CodeNSS feels they have
done everything we can to try and help the client but were needing the
specifics in order to successfully execute a conclusion on the clients ignored
Student LoansNo refund was granted per the signed agreement

I have been trying to get my loan worked on with NSS for over a year and a half without any progressBesides taking over 1k dollars from me in fees, promising me resolution and giving me dates, all I have received for my money is the run aroundIt would make the most sense to me that they received their money and at the end of the day, that's all they care aboutI still sit here with over 800/month being garnished from my paychecks and no resolution in siteHow can I walk away with so much money and time invested?!?!?! At a complete loss for wordsThe lies started from the first phone call and never stopped from thereThe number of account reps and supervisors I have talked with is flat out sickeningThis is a *** poor company with nothing but robbing the customer on their mind*** You NSS!!
Sincerely,
Jeff Williamson
(Its not like anyone's going to call me)

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
[Apparently my complaint was reviewed by the BUSINESS in a defensive manner The complaint regarded (1) threat of the possibility of funds for service being debited from my account, after the business locked me out of my account a week before their scheduled debit (which has not been resolved to date); (2) not returning telephone calls unless I left a message threatening to cancel; and now (3) they are yet to confirm in writing, confirmation to my verbal request (by voicemail, as representatives could not be reached directly) to cancel our contract and not charge my account at any time now or in the future Mind you, if the requirement to cancel is a process to be completed on lineremember, the BUSINESS has me locked out of accessing my account, and it has been this way since 6/10/(this issue remains unresolved So I say to the BUSINESS, be honorable and do not try to skew the purpose of the complaint with a bunch of irrelevant rhetoric...because that's what scammers do
Regards,
*** ***

I am writing to you in response to a complaint that we have receivedHere at National Student Servicing we work very hard to make sure every client is completely satisfiedThe processor assigned to the client who made
the complaint worked very hard to get all the documentation needed submitted and approvedThe client has a loan classified as an FFEL loan these loans typically take longer to consolidate and I was personally calling the DOE twice weekly to make sure everything was okay with all clients with these loansUnfortunately the Department Of Education had a processing error that affected hundreds of people including clients who enrolled with other companies like oursAll clients with this type of loan had there consolidation application canceled do to a miss-code in the system We were notified of the error and immediately began filing all new paperwork that required a wet signatureWe then emailed and notified all clients the next day and mailed packets to them as wellNational Student Serving informs all clients that consolidations are processed by the Department of Education and there is no clear time frame as to when it will be completedWe also inform our clients that the success of their consolidation also greatly depends on their compliance in matters such as this incidentThe client did call in to question what was happening with the service at which point our operations manager explained everythingHe apologized for the inconvenience and gave her a four month credit on the monthly service feeWe are still working on this case and working on getting the consolidation finalized but we need the client to comply in this matterThank you for your time if you have any questions please feel free to give me a call!
Best regards *** ** *** *** *** ** *** *** Hutton Centre Suite 220 Santa Ana, CA 9270 P | F | E * ***

First and foremost, the client came to us with a day delinquency and was not yet in defaultIn fact, the client had days before seeking out our services in which to make any sort of payment as a show of good faith to her lender that would have stopped the threat of defaultInstead of
choosing to make this payment the client asked us to assist her with facilitating a consolidation of all of her Federal Student LoansThe consolidation, if successful would pay off all of her existing loans in full and create a new trade line with one single Direct Consolidated student loan that would be serviced and owned by Nelnet. The client came to us on 04/22/with only days to spare until her loans would be placed into the defaulted status by her lender. Of the days NSS had to complete the consolidation paperwork, of those days were spent waiting for the client to submit Proof of Income so we can complete the Income Driven Repayment Plan request (Required when consolidating defaulted loans [see http://loanconsolidation.ed.gov/help/faq.html and review article of that page for further information on eligibility to consolidate defaulted loans])Once we received the clients Proof of Income on 04/28/2015, it took us business days to submit the paperwork on her behalfClient kept our hands tied throughout our limited time frame due to the lack of a punctual submission of her proof of incomeNot to mention, we have thousands of clients in our system and in order to best assist each of them, we have a day turnover time for most casesIn this particular case we attempted to expedite our processing period and was able to complete the application within business days AFTER we received all necessary information from the clientThat is 5x faster than any other file we typically handle.On 04/30/the client was placed into a defaulted status on out of of her loansBoth the consolidation application that included all loans and the Income Based Repayment application were submitted by 05/04/Since the client fell into a defaulted status on 04/30/and the applications were submitted by 05/04/2015, the application would need to include a request for an Income Based Repayment plan (which it did) and the borrower would need to be free of any wage garnishment (which she was) for the Department of Education to successfully complete the consolidation of ALL loans, including the defaulted loans per the Department of Educations website which explains the eligibility requirement for consolidation of defaulted loans (Again, see http://loanconsolidation.ed.gov/help/faq.html and review article of that page for further information regarding requirements to consolidate defaulted loans)All of the required documentation, that included all of the clients loans, was submitted properly to Nelnet who was intended to be the servicer of the new consolidated loanThe Department of Education typically allows for a 30-day processing time in order to process any consolidation and repayment plan applications from start to finish and apply those changes to the loansDuring this processing period, Nelnet successfully consolidated only of the total loans and the remaining loans that were defaulted were accidentally left out of the consolidation by NelnetNelnet responded to the mistake by stating to the client that these loans were no longer eligible for a consolidation because they were defaultedHowever, the loans in question are entirely eligible for consolidation being that the borrower is not experiencing any wage garnishment on the defaulted loans and an Income Based Repayment plan was submitted electronically directly to Nelnet per the requirement of the Department of Education when consolidating defaulted loans.In conclusion, NSS has done to the best of our ability, everything in our power to assist the client in consolidating all of her loans within the limited day time frame the client gave us upon enrollingWe were able to successfully submit all paperwork, both consolidation application that included all loans, as well as the Income Based Repayment plan application with the clients Proof of Income attached, by 05/04/At this time of the loans were defaulted, yet still eligible for consolidation because there was no wage garnishment and an Income Based Repayment plan application was submitted along with the necessary Proof of IncomeOn 06/02/the consolidation was completed by NelnetAt this time, Nelnet failed to address the Income Based Repayment plan application that was submitted electronically on 05/04/and allowed the loans to remain defaulted and excluded from the consolidation, despite the eligibility for the consolidationMultiple attempts were made to convey this information to the client, as well as an alternative rout that can be taken by the client to get these loans included into the newly consolidated loan (which NSS offered to assist with)The client was not at all interested in listening to reason or understanding that the mistake was made by Nelnet and not NSSClient also denied the advice/assistance that was offered to fix Nelnet's simple mistakeNSS performed all duties that were required of us, we did so within a timely manner, and had Nelnet processed the consolidation and Income Based Repayment plan application properly then all loans would have been consolidated successfully instead of only the loans.National Student Servicing