Processing Services

This is our response to client [redacted] Complaint # [redacted] To Whom It May Concern:Thank you in advance for the opportunity to respond to our Client, [redacted] , complaintWe have managed Client's student loans since November 11th, We successfully completed her student loans consolidation and program placementThe repayment program we got client approved for was the incorrect program due to client's income docs reflecting a much higher than what client had initially advised and shown on her income documentationWe resubmitted the application for the correct program based on client's correct income documentationClient was due to "renew services" on November 11th, and that's when the communication with Client became difficultAs we requested copies of client's income to move forward with renewal process, she provided us with documentation that showed higher incomeAgain, we cannot process documentation that will result in a much higher payment for clientWe ensured her accounts were always in good standing (never in default) and we also completed servicesWe dropped this client due to disinterested in renewing services and stopping paymentWe will not reimburse client any of our service feesWe worked on managing her loans for over a yearWe have copies of emails and numerous calls placed to client and she refused to talk to us by hanging up and ignoring our emailsIn conclusion, we agree to reimburse a total of $which is the total amount we were to disperse to her lender as soon as renewal would take placePlease inform if this is acceptable and contact [redacted] directly at 1-800-269-Ext ***.Regards,Legal Department

We spoke with Mr [redacted] in order to resolve this misunderstanding The situation has now been resolved to Mr [redacted] 's satisfaction Mr [redacted] stated that he would contact the Revdex.com and advise that this matter has been resolved

We do apologize for any inconvenience this may have caused the clientAs previously mentioned, our company has done everything we promised the Client we would do, which was clearly outlined for the client in the agreement she signed with us upon her enrolling with our company Due to our company's efforts, Ms [redacted] 's loans were consolidated and a program placement was successfully submitted and approved on her behalfIt is because of our services that Ms [redacted] 's loans were consolidated into one low monthly payment and she is now in an income driven repayment program and has a Zero ($0) dollar payment each month on her loansTo address Ms [redacted] 's allegations in her complaint, at NO time have we represented to her that we are in any way affiliated with the Department of Education or any other government agencyIt is very clear on our website and in our client agreements that we have no affiliation with any government agencyWe take many precautions to ensure that every client understands thisFurthermore, each time our representatives tried to contact Ms [redacted] to let her know of updates regarding her file or to address any concerns she may have she repeatedly explained to them that she was "already being helped" and "did not want to speak." At this point all work had already been completed, thus they were merely trying to provide her with an update or return her callWe understand clients tend to have a change of heart at times and it is for this reason we offer a very liberal refund and cancellation policyEach time we receive such request we do a thorough investigation in order to determine what, if anything, the client is entitled to receive backUnfortunately, Ms [redacted] 's request to cancel had been well beyond the time allowed and was made after all work promised to be done by us was already completed on her behalfAfter a thorough investigation of Ms [redacted] 's file, it was determined that all work had been completed on her loans, a consolidation was successfully completed and accepted, and the proper program placement was also successfully completed for her, which is the reason why she now has a $dollar a month paymentAgain, we apologize for any any inconvenience this may have caused Ms [redacted] and do appreciate the opportunity to respond

[redacted] [redacted] , We spoke today on 3/4/2015, and per our conversation we went over the issue regarding your wanting to cancel and your concerns about us as a legitimate companyAnd of course the issue being your initial payment is not a payment on your student loan and if you owe an outstanding balance to your current loan holder [redacted] , we advise you to bring that current [redacted] does not have an incentive to see you consolidate your loans, and pay us to provide you with the service of consolidation & program placementThe reason being because they stand to lose a lot of money on interestI do encourage you to check out the Department of Education's website [redacted] , there you can click on the green sign in button, put in your date of birth, your pin, etc just standard informationAnd once you're in you can consolidation your loans & see the federal loan programs available for youAnd also there's tools for you to see how your income & family size in the future will affect your future paymentsThis message is confirming your cancellation with the services of Student Loan Aid, as effective immediately your business with us has endedAnd you are taken out of the billing cycle and our processors have stopped working on your file as of todayPlease be advised that your Federal Student Loans will no longer be managed by Student Loan Aid, and that any confidential or private information that you have provided will be properly disposed of At this time, with services being terminated, no further payments will be collected from you and your account has been closed Should you have a change in circumstances that may require lower repayment terms in the near future, we encourage you to reach out to us, as we are here to ensure that your student loan payments continue to meet your needsWe appreciated the opportunity that you had thought to use our service and we regret that we are no longer doing business togetherShould you have any additional questions or concerns, please do not hesitate to contact our resolutions dept at [redacted] ***Our hours of operation are 9am-6pm PST Monday - Friday --Regards, [redacted] Compliance &Customer Service ManagerProcessing ServicesCompliance Dept: [redacted] Main line: [redacted]

We have been in contact with Ms [redacted] via E-mail and we have taken care of all her concerns, She also stated that she would contact the Revdex.com and let them know that everything has been addressed properly and the situation has been resolved

This is our response to client [redacted] Complaint # [redacted] To Whom It May Concern: Thank you in advance for the opportunity to respond to our Client, [redacted] , complaintWe have managed Client's student loans since November 11th, We successfully completed her student loans consolidation and program placementThe repayment program we got client approved for was the incorrect program due to client's income docs reflecting a much higher than what client had initially advised and shown on her income documentationWe resubmitted the application for the correct program based on client's correct income documentationClient was due to "renew services" on November 11th, and that's when the communication with Client became difficultAs we requested copies of client's income to move forward with renewal process, she provided us with documentation that showed higher incomeAgain, we cannot process documentation that will result in a much higher payment for clientWe ensured her accounts were always in good standing (never in default) and we also completed servicesWe dropped this client due to disinterested in renewing services and stopping payment We will not reimburse client any of our service feesWe worked on managing her loans for over a yearWe have copies of emails and numerous calls placed to client and she refused to talk to us by hanging up and ignoring our emailsIn conclusion, we agree to reimburse a total of $which is the total amount we were to disperse to her lender as soon as renewal would take placePlease inform if this is acceptable and contact [redacted] directly at 1-800-269-Ext ***Regards, Legal Department

We have tried to communicate and get everything resolved with Ms [redacted] but she refuses to cooperateShe has admitted that she sees we have done everything on our part according to our agreement and what she signed up for with usHowever, for some unknown reason, she continues to seek a refund that is unjustifiedShe has called and harassed our representatives multiple times, threatening to contact the authoritiesShe is adamant on getting a refund when services were renderedWe have explained to her multiple times that work has been done on her file and services have been rendered, leading to a benefit on her behalf We have a very liberal refund and cancellation policy that we implore for all of our clientsWe take the time to thoroughly address all clients' issues and look into their refund requests, we take these matters very seriouslyAgain, we have explained to Ms [redacted] multiple times in great detail all of the work that has been completed on her behalfWe have exhausted every option at this point in regards to this matterAs mentioned, she admitted to understanding that work has been completed and thus charges justified, however she is persistent in getting a refund based on a "change of heart." Unfortunately, she was well beyond her grace period to cancel and as such, a refund is not justified or warranted hereAll work promised to be completed has been completed for Ms [redacted] , thus we respectfully request this matter to be fully resolvedThank you

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 belowNothing has been paid on my student loans and in reference to ignoring their calls; they only contacted me after I performed a stop payment to themI want all that I have paid to them since the service promised was not adhered to Regards, [redacted]

We have tried to contact Ms [redacted] in order to get this matter resolved and taken care of but she insists that we do not contact herUnfortunately, we have not had an opportunity to address any of her concerns as we have made multiple attempts to contact her to no availWe respect our clients' requests and as such, have made no further attempts to contact her since she requested that we cease all communication with her Although we were not given an opportunity to address her concerns we still have issued her a refund check because it is a top priority of ours to ensure all of our clients are fully satisfied Below is the E-mail that she has sent to us: On Mon, Jul 20, at 10:AM, [redacted] R < [redacted] @gmail.com> wrote:Please don't call me Going forward, I will communicate via my Senator's office regarding your treatment of me As well as searching for a more professional company to assist me with my student loans.Thank you, [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 received the refund check for the amount owed , the matter has been resolved Regards, [redacted] ***

This response is in regards to Complaint ID# [redacted] To Whom It May Concern:Thank you in advance for allowing us to address this Client's, [redacted] , concernsThis Client signed up for services on March 6th, We completed her loan consolidation and placed her in the correct repayment plan (PAYE -pay as you earn with [redacted] for mos beginning 11/22/thru 11/23/16)She was mailed the approval terms on November 9th, Client called to inform she had not received the approval terms and we re-sent this information on November 20th, On December 10th, 2015, Client called to confirm [redacted] information for her to make her payment, we provided her with all pertinent information accordinglyOn the same day, we received a past-due letter from lender and we immediately informed Client for her to make that payment and avoid delinquencyClient was upset due to assuming that she was paying [redacted] but this was fully clarified to client by one of our associates in both, verbal and writing, that the service fees were that -Service Fees- since September 28th, (I have a copy of the recorded conversationShe was upset but, once we clarified her assumption, she still decided to continue with our servicesIt wasn't until we completed our services for client since December of that she began addressing a refundI tried to address client concerns when I received an email stating she was very upset and "could not get a hold of anyone"Client had been given all pertinent contact information since day of servicesI have been trying to get a hold of Client by both, phone call and email and no responses from client yetIt is always our priority to ensure 100% client satisfactionI have completed our review of rendered services and determined we do not owe this Client any money backNevertheless, we do care for our Clients and must ensure she is satisfied with the final outcomeWe collected a total of $and agree to refund client $Please have Client contact us directly at: 1-800-269-Ext ***.Best regards,Legal Department

We have tried to communicate and get everything resolved with Ms. [redacted] but she refuses to cooperate. She has admitted that she sees we have done everything on our part according to our agreement and what she signed up for with us. However, for some unknown reason, she continues to seek a... refund that is unjustified. She has called and harassed our representatives multiple times, threatening to contact the authorities. She is adamant on getting a refund when services were rendered. We have explained to her multiple times that work has been done on her file and services have been rendered, leading to a benefit on her behalf. We have a very liberal refund and cancellation policy that we implore for all of our clients. We take the time to thoroughly address all clients' issues and look into their refund requests, we take these matters very seriously. Again, we have explained to Ms. [redacted] multiple times in great detail all of the work that has been completed on her behalf. We have exhausted every option at this point in regards to this matter. As mentioned, she admitted to understanding that work has been completed and thus charges justified, however she is persistent in getting a refund based on a "change of heart." Unfortunately, she was well beyond her grace period to cancel and as such, a refund is not justified or warranted here. All work promised to be completed has been completed for Ms. [redacted] , thus we respectfully request this matter to be fully resolved. Thank you.

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 Firstly, I do not want any money from processing services as they have reimbursed me the fees they charged me I would only like FSA to be contacted by processing services that I myself did not open an account with them, and that they could not contact me due to the fact that they were not provided my contact information; on top of the loans being consolidated without my permission in the first place...making my lack of payments an honest reason; and not that I was just trying to get out of paying my loansThe fact that my loans are in default right now is making my life plans extremely difficult, and having this be a part of my credit record when it was not my fault will also be detrimental to them going forward The consolidation however was completed/submitted well after contact with processing service employees (see attached email copies) As it was explained to me by the phone salesman is that processing services would pay my [redacted] and [redacted] loans off and I would pay a one time fee to them instead of interest to my original loan companiesI responded that I needed time to think about it and look over info before going forwardThe salesman [redacted] said that I had 14days to cancel think over and cancelI canceled the next day(See attached emails) I would really just like assistance with default resolution group or FSAHaving FSA recall my loans or Default resolution to take me out of Default....And if there was any chance my loans could be returned to their original places that they should have been from the start with Nelnet and [redacted] I would be very thankful, though I doubt that is possible If processing services could work with me to help me to get out of default due to all of this, or to get my loans returned to where they should have been so I can make regular payments and not count against my credit, I would appreciate it greatlySince I am a teacher for longer than years this is also keeping me from possibly also having teacher loan forgiveness since I have worked at a title schoolThis would be major to moving forward and starting my life Regards, [redacted] ***

The situation with Ms*** has been resolved and everything has met her satisfaction, *** stated that upon receipt of the refund check that has been mailed out to her she would contact the Revdex.com and advise that everything has been resolved

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 The business performed this action including full refund of my money and I consider this complaint resolved
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'll agree with the totalI just put a guesstimateThe attached paperwork is acknowledged but at the same time I did not talk to anyone around the time of renewalNor did they email meI would like a copy of that email sent to me several months agoAlso, for that amount paid, I would expect more than just a simple filling out a form that took me minuted to do the other dayI paid for a service and I expected A.) either a phone call or B.) a reminder that this needed to be done each yearNot to mention that, none of your phone numbers are working and the email originally sent to me was never answered when I came across this problem. Please see attached emailNothing else has been sent since the last date of that emailNor has any phone call been receivedThis is not the service I paid for and I expect a full refund to resolve this matter.
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
Nothing has been paid on my student loans and in reference to ignoring their calls; they only contacted me after I performed a stop payment to themI want all that I have paid to them since the service promised was not adhered to
Regards,
*** ***

To Whom It May Concern: Unfortunately, Processing Services rejects any association with Client's student loansClient was confirmed cancelled per his request and fully reimbursed of any/all collected feesCopy of Contract signatures and clauses that apply to Client's disputes have been attached to conclude and close this complaint at once. Best regards, *** ***Processing Services Legal Department

To Whom It May Concern:Mr*** J *** (Client), signed up for student loan management services on 10/24/Client's student loans were processed for the consolidation and loans were successfully consolidated on 12/17/As agreed via the master Service Agreement entered on 10/24/2014;
Client's initial payment was processed the same day consolidation services were completed (a total of $274.75), thus confirming there were no "advance fees" ever collected from Client as stated (proof of this has been attachedPlease review the "Consolidation Summary" -Attached)Client contacted Processing Services on 12/18/(a day after his initial payment cleared as agreed in the Service Agreement) to request to cancel servicesClient did complete the Service Agreement and was never "lied to, pushed to, bamboozled into" any "forced" servicesSince we submitted the consolidation application through the Department of Education under the "Income Contingent Repayment Program (ICR)", we had to make sure the process was also cancelled but, since work had already been done, we tried explaining to Client we would end services as per the contractual obligations and not stop any of the work submitted on his behalf as a courtesy and apology for any inconveniences causedIn conclusion, Client was extended a "right to cancel services" grace period of daysEven though consolidation had already been completed; Processing Services approved Client's cancellation without prejudice and confirmed fully reimbursed of ALL collected feesClient received a total refund of $Client was confirmed in writing cancellation was completed and was informed he needed to take over the managing of his student loans by contacting *** *** *** at 800-433-Client states Processing Services "took over his loans and was to release them back to FSA", but seemed to misunderstand that Processing Services is a third party that offered management assistance services to consolidate his student loans and apply for the correct repayment program Client was confirmed eligible forIf Client failed to contact FSA and continue managing his loans; neither Processing Services nor FSA are responsible for any negative credit reporting caused by failure to make paymentsProcessing Services would like to confirm cancellation was completed correctly and deny any/all liability as per cancellation disclosures stated on the master Service AgreementLastly, Client was confirmed fully refunded of all collected fees and considered this matter finalized since 02/25/when refund was confirmed received by ClientClient is not eligible for any more funds to be "reimbursed" as there were none kept.Respectfully,*** ***Processing Services

*** ***
***
***,
I had saw your complaint on the Revdex.com and after having the agent *** *** give you a call
he xfered you to meWe spoke about the conversation that took place and made sure that your account was cancelled, will not be billed.
Also I did listen to the conversation that took placeI see the company you were asking about was *** *** ***, I believe there was a confusion with *** *** *** when *** spoke with youThe company you did sign up with was *** *** ***, and then you signed up with *** *** *** and when you called there was a misunderstanding on yours and his part if you had spoke with us before and that's obvious because the difference in name between the two companiesTo be clear here is the Revdex.com of *** *** ***
Here is the Revdex.com of *** *** ***
Again we are not affiliated with *** *** ***, and the agent, *** *** from *** *** *** in the call did make that clear before you signed the enrollment packet as well as our processing team member *** ***, with the verification again explicitly stated who we are and what company you were speaking withWe do have the recording for all the conversations that took place, however besides that as per the conversation with you I am confirming your withdrawal from the services of *** *** *** in conjunction with Processing Services, as effective immediately your business with us has endedAnd you are taken out of the billing cycle and our processors have stopped working on your file as of todayPlease be advised that your Federal Student Loans will no longer be managed by *** *** ***, and that any confidential or private information that you have provided will be properly disposed of. At this time, with services being terminated, no further payments will be collected from you and your account has been closed.
Should you have a change in circumstances that may require lower repayment terms in the near future, we encourage you to reach out to us, as we are here to ensure that your student loan payments continue to meet your needsWe appreciated the opportunity that you had thought to use our service and we regret that we are no longer doing business togetherShould you have any additional questions or concerns, please do not hesitate to contact our resolutions dept at *** *** ***Our hours of operation are 9am-6pm PST Monday - Friday
--Regards,
*** *** *
*** *** ***Processing ServicesCompliance Dept:***Main line:***