National Student Servicing

It is no secret that anyone can fill out an application to consolidate
their loans, Just as it is no secret you can accomplish filing your own
taxes yourselfI however go to someone that specializes in it because I
know the job will get done better because that is what that company
specializes inIn fact I think I can pretty much accomplish on my own
what any company in the world offersBut I don't I go to people that
offer the service and can do it better.This is a case where the is as far as I can tell a misunderstanding as to what we actually do here.We manage and maintain student loans continuously evaluating them to make sure that the client is in the best possible program for their needsNew programs come out all the time, People finances are forever changingWith that said don't you think it would be great if we could adjust our financial obligation accordinglyBetter yet have a professional that understands the process and what's available and the guidelines handed down that have to be followedWe are in the business of helping our client reach the financial goals they are seekingWe do not profit on ignorant people and it saddening that that word was ever used to describe our clientsWe try to educate c;lints on these guidelines and process so they do have a better understanding of what they need to do on their own if they choose to exit our programI am proud of what we doWe in fact got rid of the monthly service fee for Miss *** and continued to manage her accountI in all honesty to to address the loans that are delinquentI do not see anything that states that they were but would encourage a statement of thatIf there are ever any questions or concerns we like to make sure they are addressedWe are still willing to help

National Student Servicing works hard on assuring every client is completely satisfiedWe are fully complaint with every regulation set in place and monitor all calls to be sure no statements are being madeWe
fully checked our system and our websites, The numbers are right and so are the emails, we don not have any missed calls or emails from the clientWe did call and send her multiple emails non of which she responded toThe client never requested to cancel but if she had we would have been more than willing to let her do that.
*** Westwood
National Student Servicing|Director of Client Services Hutton Centre Suite 220 Santa Ana, CA 92707P | F | E | ***@nationalstudentservicing.org

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 belowObviously the person who responded to my complaint did not read my fileI contact the company and spoke to *** *** in billing, she tried to transfer me to customer service, there wasn't a rep available A representative did not contact me until two days laterThe representative *** *** stated that my Application has been denied because I was not in default of my student loanI asked *** when he found out that I had been rejected, and he stated on September 3rdI called them on September 2nd, he returned my call on September 4thI had already made three payments of $So for this person to state I had only paid $is an absolute lieMy credit card company had to refund me the three payments of $for payments to my student loan Their "excuse" I had been declined for because I was not in default of my loan The representative *** stay at that a supervisor whould contact me within hours, it has been beyond hours and I have not received any telephone calls from anyone Therefore, I choose to reject the incorrect response from this representative
Regards,
*** ***

The client in this complaint had asked us for a lower monthly paymentWe explained to her that the paper work we would file would be a program switch and would do exactly what the client wanted
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Ms [redacted]...

[redacted]
Dear Ms [redacted]
Your complaint about Natinnal Student Servicing has reached my desk.
I have reviewed your information and spoke with those involved. I have read your response to the Revdex.com and will answer your points below:
1. Our counselors are are well trained professionals and here only to assist, with their knowledge and training, to make sure our clients get the right program for the needed consolidation.
2. We do not grant, make or pay student loan consolidations, we assist you by explaining what is necessary to document your background and packaging the information you give or send us so your loan consoladation can be approved based on the governments underwrinting standards.
3. We are here and exist solely for the purpose of helping you arrange a livable debt or monthly payments and we provide a knowledgable professional service to do just that within the scope of the Government's 5 consolidation programs. Unfortunately we have to pay our staff to perform these services so that they can pay their rent, buy food and etc.
4. We have provided consolidation services for many, who are very happy with our services, they paid and finished their process and received their consolidations. They paid their agreed upon monthly service fee so their renewal could be submitted and reapproved when it was due.
5. Our company has over 5,700 Clients, who pleased with our consoladation services.
6. We provide professional services and we do not expect donations, but we do expect to be paid for the time we spend providing services. Our employees are very conscientious and do not charge unnecessary time or fees to clients.
7. I am very sorry you changed your mind and decided to quit our process, before your consolidation renewal was to be done, but it was your decision to stop paying monthly fee that was going toward your renewal and other services we provide.
8. Our prices are very competitive within the industry. It takes our counselor's time and our processing departments time to structure, package and submit your initial consoludation and your annual renewal.
9. I have also reviewed your contract and it appears that it is you that are not performing. You are according to the contract supposed to pay $19.50 per month toward your up coming reapproval and renewal.
10. Since your consolidation is done and and those services were paid for, that part of your contract was completed as agreed.
11. In your letter to the Revdex.com you stated to them that we had scammed you for $600 this is not true. You agreed to our processing and packaging services to obtain your consoladition and you agreed to our monthly fee toward your consolidation's annual reapproval and renewal.
12. We do not pay any fees to Fed Loans. Our fees are for our services for which
you agreed to and are calling a scam after our work was performed on your behalf and you received the consolidation we submitted and packaged you for.
Please contact me if you would like to get caught up on your payments as your reapproval and renewal will need to be acomplished shrotly.
Sincerely,
[redacted]t

I have a great passion for this company and what we do. I have been one  of those students incapable of getting the smallest thing such as a gas card because of the damage student loans left me. SO I do in fact go out of my way and  educated my employees to do the same and to have compassion for the anxieties that an education can cause. When dealing with a complaint on any level I evaluate the file in all aspects not just for the the company but for the client. To make sure they were treated with respect and fairness and that what they were promised is what they received. I did just that in this case. I do feel if this action was no taken The outcome would have quite different. Sadly that respect was not given therefor resulting in a client we truly would have gone above and beyond as we do daily giving our 100%. My door is always open and I am always will to move forward. I understand the financial stress we all carry and understand that we are not always trying to pay our loans off but survive them. NJP Director of Processing

I am unsure of what number you are calling. that can also be confirmed. We check our VM's ever day and hand them out to thew respected departments. please try [redacted] and ask for [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.
[They have misrepresented themselves with this response. I didn't ask them to help me put my loans into forebearance. They promised they could get my debt forgiven with new government programs in place that only they purport to know about and they did not deliver on that misrepresented promise.]
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.Obviously the person who responded to my complaint did not read my file. I contact the company and spoke to [redacted] in billing, she tried to transfer me to customer service, there wasn't a rep available.   A representative did not contact me until two days later. The representative [redacted] stated that my Application has been denied because I was not in default of my student loan. I asked [redacted] when he found out that I had been rejected, and he stated on September 3rd. I called them on September 2nd, he returned my call on September 4th. I had already made three payments of $99.75. So for this person to state I had only paid $28 is an absolute lie. My credit card company had to refund me the three payments of $99.75 for payments to my student loan.   Their "excuse" I had been declined for because I was not in default of my loan.  The representative [redacted] stay at that a supervisor whould contact me within 48 hours, it has been beyond 48 hours and I have not received any telephone calls from anyone.  Therefore, I choose to reject the incorrect response from this representative.
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.
I just wanted to let you know I heard back from the business. Thank you![redacted]

I am looking at the file and I see nothing wrong with it. It sounds like there is a communication issue with you and the account manager. I also see no attempt to contact us regarding this issue. I would love to speak to you regarding this issue. I feel that whatever problems you are having can be...

addressed and fixed. If you feel that this company conned you out of $28.00 a month it should by all means be addressed. Please contact our customer service department and ask for the Director of Processing.If you are unaware of this number , here it is [redacted]. I hope to speak to you soon.

To whom it may concern. 
Miss [redacted] became a client of National Student Servicing on April 13th, 2014 to perform a federal student loan consolidation, National Student Servicing submitted the application for consolidation and getting a full completion of the consolidation as of...

October 14th, 2014. 
There is no balances left behind, client's new loans are Direct Consolidated Unsubsidized for $ 10941.00 and Direct Consolidated Subsidized for $ 19478.00 she is fully enrolled into the Income Based Forgiveness Repayment Program. 
Note:  Sallie Mae is not a servicer any more for the U.S. Department of Education, Navient took over all the loans which caused all these issues with the students. 
thank you and let me know if you have any more questions 
[redacted]

Miss [redacted] came to us on June 3rd 2015  for help with her Student Loans to be consolidated.  It is in our protocol to be able to view her loans in order to determine the proper action to take with her loans. We are here to maintain and manage the clients loans making sure they are in...

the best possible program  according to their financial needs that also is governed by the Department of Education's guidelines by utilizing a handed down algorithm  provided. According to Miss [redacted] file we submitted an application for her based on the information given. When following up on the status of the application  specific information is needed from the client in order to see this through. That in itself is why the client was contacted. To be blunt...If we were a scam, we would not have bothered contacting the client at all.   We have done the work with out even acquiring any payment as of today. What did we scam her for? 0.00 dollars? We are very proud of the work we do to help student out there get through the stress that these loans can cause when the reason they have them is to try and better their lives and that of their families. I encourage people to always find  out about the help they a receiving if you don't understand the process. We would be very happy to educate anyone of our clients on this process.

The ** dollars was agreed to the contract was esigned by [redacted] and the IP Address from [redacted] proves this.The plan was full explained in detail and [redacted] selected this one

Mr [redacted] enrolled with National Student Servicing on August 26th 2014. Early September he had asked to cancel because he wanted to negotiate independently, we explained that we would be unable to issue a refund due to the fact that we already began working on his file at which point Mr...

[redacted] agreed to continue.  At this point we were awaiting on documents from Mr [redacted] which he never returned. We sent a daily email reminding him that we needed these documents so we could get his loan out of default. When things were not finalized in October he wanted to cancel because of a document error( which National Student Servicing has no record of) he had asked to cancel with refund again in which we explained he was ineligible. Please let us know if you have any further questions

First and foremost, the client came to us with a 262 day delinquency and was not yet in default. In fact, the client had 262 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 default. Instead of choosing to make this payment the client asked us to assist her with facilitating a consolidation of all of her Federal Student Loans. The 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 04/22/2015 with only 8 days to spare until her loans would be placed into the defaulted status by her lender. Of the 8 days NSS had to complete the consolidation paperwork, 6 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 12 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 5 business days to submit the paperwork on her behalf. Client kept our hands tied throughout our limited time frame due to the lack of a punctual submission of her proof of income. Not to mention, we have thousands of clients in our system and in order to best assist each of them, we have a 30 day turnover time for most cases. In this particular case we attempted to expedite our processing period and was able to complete the application within 5 business days AFTER we received all necessary information from the client. That is 5x faster than any other file we typically handle.On 04/30/2015 the client was placed into a defaulted status on 6 out of 10 of her loans. Both the consolidation application that included all 10 loans and the Income Based Repayment application were submitted by 05/04/2015. Since the client fell into a defaulted status on 04/30/2015 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 12 of that page for further information regarding requirements to consolidate defaulted loans). All of the required documentation, that included all 10 of the clients loans, was submitted properly to Nelnet who was intended to be the servicer of the new consolidated loan. The Department of Education typically allows for a 30-90 day processing time in order to process any consolidation and repayment plan applications from start to finish and apply those changes to the loans. During this processing period, Nelnet successfully consolidated only 4 of the 10 total loans and the remaining 6 loans that were defaulted were accidentally left out of the consolidation by Nelnet. Nelnet responded to the mistake by stating to the client that these 6 loans were no longer eligible for a consolidation because they were defaulted. However, the 6 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 10 of her loans within the limited 8 day time frame the client gave us upon enrolling. We were able to successfully submit all paperwork, both consolidation application that included all 10 loans, as well as the Income Based Repayment plan application with the clients Proof of Income attached, by 05/04/2015. At this time 6 of the 10 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 Income. On 06/02/2015 the consolidation was completed by Nelnet. At this time, Nelnet failed to address the Income Based Repayment plan application that was submitted electronically on 05/04/2015 and allowed the 6 loans to remain defaulted and excluded from the consolidation, despite the eligibility for the consolidation. Multiple 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 6 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 NSS. Client also denied the advice/assistance that was offered to fix Nelnet's simple mistake. NSS 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 10 loans would have been consolidated successfully instead of only the 4 loans.National Student Servicing

National Student servicing has been working very hard on Mr. [redacted] file as of march 2014 the consolidation was completed and Mr [redacted] is in the 0.00 IBR just as we promised. Before a client enrolls with us they are required...

to go through a compliance call in which the client must agree to the understanding of the services. During this call we ask the client if they understand that National Student Servicing is a third party and not affiliated with the Department Of Education. We also ask if they understand that we will be placing their loans with a new Federal Loan servicer. National Student Servicing fully states in the contract these lines which the client in questioned initialed *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 form. NSS is a third-party document processing company that specializes in Federal Student Loan Consolidations, and Rehabilitations for such students.
We would be more than happy to answer any other questions you may have. 
 
 [redacted] W. National Student Servicing|[redacted]
4 Hutton Centre  Suite 220 Santa Ana, CA 92707P | 949.527.6268 F | 949.544.1101 E | [redacted]@nationalstudentservicing.org

We reviewed the calls and found that the enrollment agent asked if the client could afford her payment she said she could not so a forbearance was offered. National Student Servicing fully explained the services we provide and we do not promise  loan forgiveness to any client. We do our very best to help every client fully understand the programs we offer. We understand the confusion in student loans and would be happy to answer any further questions

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.
[Their response seems to be very generic and states their policy. The problem is that the terms that were discussed was not what actually happened. This complaint occurred more than a year ago and the damage is irreversible. The lease I can ask for is a refund on the money I paid for their services since I would not want them dealing with my affairs any more. Furthermore - I am worried that they are insecurely keeping my confidential information which is another issue all together - I know this because I have gotten strange emails asking me to provide an updated credit card number. Why on earth would I give them my credit card number? ]
Regards,
[redacted]