Performance SLC LLC

There seems to have been a miscommunicationThe client's loans were consolidated and repayment plan took effect 11/2/The attachment shows that we honored our agreement to perform services and have done soWe are happy to speak with this client at any time to clear up this matter

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.
Regards,
[redacted]
I understand there was some miss-communication, however paying a monthly rate to send document's is ridiculous, I feel like I gave enough money thus far, and I would appreciate if the rest of my payments could be waived. I was dissatisfied with the service. I spoke to a rep who would wave two payments however they all should be waved. I have already gave hundreds of dollars that I feel  could of went towards my loans.  I have not called for any advice regarding my loans so to keep moving forward with the service would be pointless.  I am now aware of what's going on and I think I can handle sending documents on my own. with your services or not there going to use my income for the base of my payments.

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.
Performance SLC has never reached out to me. I have been calling them for two weeks and I called them several times after posting this. They have not offered to resolve this situation at all. I have requested the recordings to the calls they speak of and after they told me they would give me them they still have not sent them. I have inquired about the call on multiple occasions and they keep telling me they will send them and never do. Their representatives have laughed at me on multiple occasions after talking with them. The bottom line is they have not once offered any help or action towards a resolution. Their service is unacceptable, and their customer service is poor.  
Regards,
[redacted]

Thank you for bringing this to our attention. We have conducted a thorough investigation and found that the third-party marketing firm [redacted] was the company who was contacting you and not Performance SLC. However, we still want to assure you that this matter has now been rectified and you...

will no longer be contacted by [redacted]. For your trouble, we’re going to be sending you a $50 gift card to [redacted]. We apologize for any inconvenience this may have caused you.

As an act of good faith we are going to remove any outstanding payments owed to our organization. As a reminder, Performance SLC provided you a great service in which we did communicate to you exactly what role we play regarding your student loans. We’ve worked with you regarding your payments, rescheduled several payments and lowered your payments. You’ve been a good client of ours and we strive to provide world-class customer service, which is why we are going to go ahead and remove those outstanding payments. Furthermore, even though you have stated you completed the recertification process on your own, one of our recertification experts will be calling you to make sure your recertification was processed correctly and you received the lowest payment possible. Also, we will extend our service for your recertification due in May 2018 if you choose. Thank you again for being a client of Performance SLC and we wish you well.

We make it known upfront, what your total payment is, what is applied towards our fee and what is applied to your student loan payment. If that wasn’t recalled in the long conversations we have with our clients, we also restate that and various other compliance related questions in the compliance...

portion of the enrollment process.  This compliance call is an extensive and very thorough list of questions that you are required to understand and state “Yes” before completing the enrollment process with our company. For instance, I listened to the compliance recording, and it was asked of you, “Do you understand that you have financed the enrollment fee of $1450, that is NOT paid up front and is broken down and factored into a monthly payment of $49.95 that is paid to the 3rd Party Finance Company?” You stated yes. We further asked “Do you understand that the payment of $0.00 is what will be applied to your outstanding student loan balance? You also stated yes. Since your enrollment, your 17 individual student loans have been consolidated, your repayment plan was approved for $0.00 as quoted and everything is complete and approved. We do apologize for the misunderstanding of our services, however, services are now 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.
I never received the amazon gift card from this business that was promised as part of the reconciliation....
Regards,
[redacted]

Thank you for bringing this to our attention. Please be advised that it was not our company who contacted you. The marketing firm who contacted you is [redacted]. Their contact information is [redacted] – [redacted]. Phone...

number is [redacted].

Re sent over a check in the same denomination as the aforementioned gift card as we could affect delivery quicker. We sincerely hope this resolves the matter as we confirmed delivery of the check payable to Customer.

Per our records, this complaint was resolved in January per communication between the consumer and our Retention department.  The consumer has updated recert documents and they have been submitted.  No further action should be required for this complaint.

From...

the CONSUMER:Sent 3/2/2018 12:00:00 AMRead on 3/2/2018 12:00:00 AMRevdex.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 have reviewed the response made by the business in reference to complaint ID [redacted], and I am able to answer all of your questions. The first time money was taken out of my account was in October when I initially spoke with [redacted] who apparently is no longer with the company. During that time I was in school taking prerequisites for nursing school. I have not started the program yet, as it begins at the end of April. In December I tried calling [redacted] and emailing him over a dozen times with no response because Sallie Mae told me that there was no consolidation taking place and that I needed to remain paying them monthly. Then, after I had been trying to reach him for weeks, I was finally put in touch with [redacted] after speaking with a woman from SLC and she informed me that [redacted] was gone. I received no notice of this and was still having money taken from my account each month. A few weeks ago, [redacted] reached out to me saying that I would now be working with him. I thanked him for contacting me and we agreed that we would proceed with a 3 way call, including Sallie Mae, as I have continued my payments with them and SLC as to not ruin my credit. He stated that the phone call would be at 1:00pm, so I made sure I would be available from 1:00-1:30, as I was watching my niece that day and made sure she would be napping during that time. I explained to him that I had a busy day and that was the only time I would be able to talk. He told me that he understood and I would receive the call at 1:00. A few minutes after 1:00pm I emailed him, asking where the call was and he didn't answer me until hours later. A few minutes after 1:30 I received a voicemail from a woman regarding the 3 way call. I wasn't able to listen to the voicemail until that evening. It was unprofessional of him and he did not respect my time, as I was waiting by the phone for a half hour and I did not receive anything during that time. If you have any more questions feel free to ask. Thank You.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.
Though Performance SLC, Inc  is working to resolve this issue, it does not address the concern of how my Account reaches this point. There was an initial admission to regret on the companies behalf based on there “System Chamge over” at the time my information was terminated and cancelled services. My information was forwarded WITHOUT my approval/ knkwledge and placed me in a very difficult position and has become a time consuming factor to my all ready busy schedule.
Regards,
[redacted]

Mr.[redacted],  Like we previously stated, the contract you signed up for requires a cancellation within 3 days of your enrollment date. You enrolled and accepted our services on November 27th, however we did not receive any form of communication from you until December 7th. Which at that point, was past your 3 day grace period. Furthermore, a manager at our company spoke with you a few days ago regarding your concerns. She explained the performance based services we honor, and she told you she would happily cancel your file out if you could provide proof the applications submitted on your behalf, were actually denied. Since we are a performance based company, the terms of your contract explain that we don't get paid for our services until the work is approved. However, the terms also explain that you are obligated to the payment arrangement you agreed to if the work is completed. We submitted the application on December 1st, and don't see any reason for a denial. If you have a denial letter, please send it in and we can finalize the cancellation process.

We will have our compliance manager attempt to reach you again today.

I was struggling to make my student loan payment and the bills were just piling on top of that. After speaking with a very nice consultant they guided me through the process that I had no idea or no time to complete myself and even got me down to a $0.00 monthly student loan payment. It's a beneficial service to anybody looking to get their loans paid off sooner and improve their credit.

I had a great experience with this company. They help people get the savings and coaching you need financially. I definitely will recommend anyone who is trying to get their student loans on track to them. Thank you and take care!

Date Sent: 3/5/2018 6:32:17 PMIt seems that there may be some confusion.  The attached shows that our company did in fact submit on your behalf for the consolidation, and that the ‘pay as you earn plan’ was entered as of 11/2/17.  The confusion may be in your reference to Sallie Mae, as our company does not do consolidations for private loans.  The loans we consolidated and submitted for you were for Dept of Ed/Great Lakes.Upon further review of your file, I do see that the 2/13/18 payment should not have been deducted from your account, as the file was paused as [redacted] stated.  Unfortunately, [redacted] has been out on a leave of absence and the file notes were unclear as to whether or not the pause should have been lifted for the next scheduled payment.  We will use this incident in our training going forward so that all files are noted appropriately and clearly should they need to be accessed by another employee. As stated, our company did complete the consolidated as contracted, therefore we will not refund the entire amount; however, we will offer to refund the final payment minus the fee due to the 3rd party finance company (fee amount - $6.00) and we will cancel your account upon your acceptance of this agreement.

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 to this client further and we’re happy to know that the client has a better understanding of our services and will continue doing business with us.

It was very unfortunate that our client had our incorrect contact information. Contact has been made with this client and we found resolution.