Riverwalk Debt Solutions

To Whom This May Concern:On 6/14/2015, Riverwalk Debt Solutions was notified of a Revdex.com complaint filed by [redacted] S*Ms [redacted] is not an actual client of Riverwalk Debt SolutionsShe does not have a serviceagreement of any sort with Riverwalk Debt Solutions, and is men~ly, the mother of our client, [redacted] ***.All payments have been made via a credit card issued to [redacted] and the signed service agreement isbetween client, [redacted] and Riverwalk Debt SolutionsAs of 6/16/2015, [redacted] has not called into Riverwalk Debt Solutions with any complaints regarding our service, his mother [redacted] hasattempted to make all contact.Client History:On March 20, 2015, client [redacted] entered into an agreelment with Riverwalk Debt Solutions tocomplete a student loan consolidation for the clientThis service agreement along with credit cardauthorization which was signed by client [redacted] is being attached.After signing his agreement on 3/20/2015, client [redacted] ***, r'eceived an automated "Welcome Email"informing him that Riverwalk Debt Solutions service begins immediately upon the 1st payment of the clientclearing, along with informing the client of the required documentation for the consolidation to be completed.On 3/28, another automated email was generated, "Pending Documents", as our records indicated we werestill missing required documentation from the clientOn 3/30/2015, our processing team sent an email(Email #1) to Mr [redacted] attaching the required Limited Power of Attorney and 3rd party authorization formsto be completed and returned by the clientOn 3/31/2015, the client's consolidation application wascompleted and submitted to the Department of EdcuationAt that time, the client received a 3rd automatedemail, "Consolidation Started", informing him that the consolidation process had began, but that we werestill missing documentation for our office to communicate with the lenders on his behalfOur records doindicate that Mr [redacted] called in requesting we re-send the documentation for him to completeSo on3/31/2015, separate emails were sent to the client requesting the Limited Power of Attorney (Email #2),a 3rd party aurthorization for Navient (Email #3}, and a 3rd party authorization for Fed Loan Servicing (Email#4)On 3/31/2015, the client returned the Limited Power of Attorney and the Navient 3rd party authorizationform (Client Communication)As a 2nd part of our processing routine, once the consolidation was filed andreviewed for the Public Service Loan Forgivness Program (PSLF), our office sent an additional email to theclient titled "Employment Certification for PSLF"This form speci-Fically states that the form is to help trackthe qualifying payments and is required to be submitted to determine eligibilityIt informs the clientwhich sections to complete and sign and where to return the forms to.On 5/22/2015, [redacted] called in requesting the status of her sons consolidation, at which point shewas notified that the consolidation for her son had been completed and his student loan repayment planwere to begin on 6/17/On 6/12/2015, Ms [redacted] called in 1Jpset stating that her son was not set upfor the repayment plan of monthsIt was explained to her that it was due to the employment certificationform not having been returned, however, it was offered to Ms [redacted] that if she was able to get the form toour office immediately we could submit and get it processed in time for his 1st payment to qualifyMs[redacted] was not happy with the resolution stating that she paid Riverwalk to complete the workRiverwalkDebt Solutions has completed every application and section that we are able to complete on behalf of theclientThe employment certification form requires the client and the client employer to complete sectionsthat Riverwalk Debt Solutions does not have the authority to doThe client was filed for the PSLF, 120qualifying payments, but without the supporting documentation of the employement certification form, theclient will not be approvedThis was explained to Ms [redacted] and she was assured that submitting the formto our office immediately could resolve thisMs [redacted] was not happy with the resolutionAt this time,Riverwalk Debt Solutions will not refund the client the $of which she is requesting as Riverwalk DebtSolutions has performed the service which was agreed upon and have offered a resolutionAt this time, nofurther action can be taken by Riverwalk Debt Solutions without the cooperation of the clientRiverwalkDebt Solutions has attempted to respond promptly to all of Ms***' requests as indicated in an emailsent to Ms [redacted] on 6/12/After the 6/12/phone conversation with Ms***, Director ofOpeartion requested until 6/17/to further investigate this matterA response was provided to Ms[redacted] same day with the findings above

Complaint: [redacted] I am rejecting this response because: I have not received any telephone calls from Riverwalk debt solutions I have not received any paperwork or emails from them and I have attempted to contact them via telephone at the customer service number listed ontheir website to no avail I am on leave of absence from school In addition, I was not aware re-enrollment would on anyway jeopardize my agreement with Riverwalk Solutions I am asking for the 4th or fifth time, of documented, itemized confirmation of what has been done on behalf of my student loans I would very much like to speak with someone regarding my account but as indicated in my initial response, the phone just plays a greeting with instructions to leave a voicemail message which I've done several times without results If they have telephoned me, they are dialing the wrong number I have zero missed calls from them and zero messages from them

Riverwalk has performed its services to the clientAll of our contracts state that this is a document preparation service, she has not been scammed by any meansHer consolidation was completed, per her contractRiverwalk would be happy to assist the consumer with any questions, however, every time we communicate with her she uses expletives and threatsRiverwalk maintains a professional environment and our agents will end the call when being verbally abused

[redacted] ’s mother contacted Riverwalk Debt solutions inquiring about assistance with her son’s federal student loansOur agent contact Mr [redacted] directly to assistOn the initial conversation it was determined that we could assist with the federal student loansClient signed an agreement and the processing started after the 3-day Cancelation periodAll Documents were filed with the Department of Education and agreed with client in contractThe client was contacted by Riverwalk to retain the necessary documents to complete the program setupThe client never returned the requested documents therefore the application was canceled out by the department of educationFurthermore, the client never made any of the agreed upon payments for the services renderedWe have canceled out the client’s contract and it will not be sent over to collectionsWe have repeatedly tried to get in contact with the client to resolve this matter

Ms [redacted] contacted Riverwalk Debt Solutions on 4/29/11:am inquiring about different programs she could possibly be qualified forWe are an inbound only assistance centerWe do not cold call (Buy information and pursue clients) All of our Client have requested help with their student loans and we advised them of the programs they could qualify forThe client is made aware that we charge a fees to set them up on the best plan that is offered through the Department of Education, based on the William D ford ActMs [redacted] Spoke with one of our sales agent and was presented with a plan on how we can help her get qualified for the programShe agreed that our services to make sure she gets set up on the correct plan and our guarantee of the process was well worth the fee of Payments of (Total 699.00)At this time she was advised the process take 60-days to complete in full Once the initial process was set up, she then spoke with our processor [redacted] on 05/04/4:52pm advising the client of the transition of her loans to ensure she gets set up on the correct programAlso Spoke to the Client on 05/10/11:39am made her aware of the documents we need from her to have ready to finalize the processClient also Received this (**ACCOUNT UPDATE [redacted] The Direct Loan Consolidation application that you submitted on 05/05/Typically the consolidation process takes business days (4-weeks) to complete from the time your application is receivedIf you are eligible to consolidate and we receive all of the necessary information from your servicer, we will send you confirmation of your details and allow you business days to cancel or make changes to your application before we complete the consolidation process At this point we have been in constant contact with the clientWith contact dates of 04/29/– Set up Plan 05/04/– Email Sent 11:05/04/Voice Mail Left for Client11:39am 05/04/Spoke with Client 4:52pm 5/10/Spoke with Client 2:39pm 05/11/E-mail with updated status of process 05/12/Voice Mail Left for Client 05/27/Voice Mail Left for Client 05/27/Client Called in saying we did nothing on her FileAs you can see we were in constancy contact with the client When the client called in saying we did nothing to her file because fed-loans did not have anything on her file we tried to explain to her that it take days before they actually had her file and what the next steps in the process wasAt this time she would not listen and wanted to cancelThe client was advised that a contracted agreement was signed and that she is obligated to finish her payment plan because we have done the work as we have promised the client in the agreement As this was explained to the client on the call, and over the process, our involvement was made very clearFurthermore this is specified on all the documents that were provided to the clientWe have a group of dedicated people that invest lots of time and effort to make sure no one is being taken advantage ofWe have spoken to several of our client who were told they were set up on forgiveness plans only to find out they entire time they have just been paying interest and they don’t qualify for any hardship programsWe feel as though we are the voice for these clientsWe also guarantee all of our process from the time we advise the client they qualify for the program until the time they are completely set up on the programsAnd if we don’t follow through we give a full refund as per the agreement all of our clients signJust the same as most people go to a certified Tax prepare to file their taxes to ensure it is done properly and the client gets all the benefits possible, we offer the same service at Riverwalk Debt Solutions

Ms [redacted] contact Riverwalk to assist with her federal student loansAfter getting information an program qualification was presented to Ms [redacted] Once she stated she wants to move forward the rep advised Ms [redacted] of the processing fees we charge to file the paperwork to ensure the client gets on the programWhile Speaking with Ms [redacted] she stated she is completely happy with the program she is on nowHowever, does not remember being told of the processingPulled the actual call and Ms [redacted] was advise of the processing feeAlso on the documents she was sent explains the charges for the service in detailFurthermore, Ms [redacted] was advised that she had three days to read over the documents and could have canceled within that period if she didn’t want to move forward The Statements of Fraud made by the Servicing Company Will have Legal Ramifications, As a Cease/Desist letter has been sent to the servicers

Spoke with [redacted] Advised her of her current status and all the information that was requestedClient completely happy with the outcome

Dear [redacted] , I have reviewed your account and have attached your signed service agreement for you to review In review of your dispute, you stated that you have not received services, a questionable voice mail, and that you had concerns about being placed into collections I confirmed that you are enrolled in the program and have made your monthly payments per the service agreement Riverwalk Debt Solutions is still waiting on an updated Driver’s license before they can begin and that has been communicated to you Based on my investigation, you spoke to a representative today, (C [redacted] ) and he discussed both programs and the impact of the needed license to start the credit repair process Please understand, you signed the service agreement on 02-9-2018, and Riverwalk Debt Solutions provided you the steps to be able to cancel without penalty and Riverwalk Debt Solutions provided you with a reminder email regarding cancelation When you did ask about processing a cancelation request, it was weeks after the time period to be able to cancel without penalty The agent you were speaking to regarding the cancelation was only explaining what could happen if you failed to meet your contractual obligations Currently, you are not in jeopardy of being placed in collections Our goal is to provide you with superior customer service, and in reviewing your account history, several members of the staff have reached out trying to assist you in gaining the needed documentation to complete the credit repair agreement Our main number is [redacted] , but the representatives do have direct lines with voice mails If you need additional information regarding your agreement or the needed documentation, please contact our main number and any representative will be happy to assist you Thank you, [redacted] Director of Compliance

[redacted] Contacted Riverwalk on 05/24/wanted help with his federal student loansHe advised he has reached out to several companies to get help but none of them were properly prepared or organized to help himWe assured him we can help as long as he gets the documents requested back to us in a timely mannerAlso advise within the first minutes of the call that we do understand being in a garnishment it would be hard to make the payments and also pay the processing feeThe Company asked the client if he can afford to make both payments temporally while we get him out of garnishment, he advised he would be able to do soOur agent then advised the Client of the program we could get him set up with, also advise him of the processThe Representative advised the client of the exact cost for our services then ask the client when he would be able to make the first payment The rep gave the Client June 10th and stated to the client if he needed to reschedule it out any further to call us backClient agreed to make the payment on the 10th of JuneNo communication from the client between 05/27/16-06/09/On 06/10/this e-mail was sent: [redacted] Subject: CancelI would like to cancel the plans made to clear my debtI have to use my paycheck to move in to a new place tomorrow and cannot afford the payment plan that was set upI do apologize for the last minute emailThis was just brought to my attention [redacted] All payments are run on an automated system as agreed upon with the clients set dateThis e-mail was sent in the Middle of the night and obviously there is no way for us to stop a payment hours before it went throughThe same day of the payment one of our Processors Reached out to the Client to get the necessary legal documents signed and returned so we can start the process on getting the client out of Garnishment, no response from ClientBelow are the contacted attempts to communicate with the client05/24/16: Client called in for helpAnd signed up to start the program06/10/16: Clients first payment Processed06/10/16: Request for legal documents to be signed and sent back – no response07/07/16: 2nd Request for documents – No Response07/10/Payment Decline07/10/16: Phone call, e-mail sent – no response07/11/; Phone Call, and left Voice mail to call back07/14/Called Client and E-mail sent07/18/Called client/ Voice mail left and e-mail sent requesting documents 07/20/Email sent requesting documents 07/28/: Payment decline (07/10/Payment)07/28/Called Left Voice Mail08/02/16: Received e-mail from Client “Client sent email: I have made numerous attempts to inform that I CANNOT afford the serviceAny attempts to collect will result in legal actions”08/03/: Payment Decline (07/10/payment)– Called Client Left Voicemail “It is specifically understood that if the Client does not timely communicate with RWDS and/or properly furnish to RWDS such information or documentation as requested by phone or email, as needed to fulfill the requirement of the DOE, that the Client WILL NOT be entitled to a refund” In Conclusion, we have delegated time and resources to help the client get out of the situation he got himselfBy not communicating with us and allowing us to provide the services he requested he has put himself in a bigger situationWe are more than willing to continue to do our contracted obligation that was established in the beginningHowever we request the cooperation of this ClientAny and all fee’s we have charged and will charge the client has been completely lawful and based on the agreement this client said he was able to doFurthermore, there are recordings and documentation that can verify the above information if requested

I made nowhere near 30,I explained all of that and like I said before the representative assured me that I would have to had make an additional 10,in order to qualify for any payments to be anything I only made 23,last year and Im a single motherHe explained to me that President Obama enacted some law for people like meI figured paying the nearly $fee would have been better than the Fed loans being garnished when Im already struggling But to pay that and still end up with unaffordable payments , this is ridiculous..Riverwalk lied to me!!

The Processing Manager from Riverwalk spoke with the client and advised of the inconsistency in the amount she used to qualify for a $0 payment. On the initial call (Recorded and available for the client) the client stated income was about 1200 – 1500 a month (18,000 a year). This information was submitted to the department of education to reduce the monthly payment. In our office this is called a Re-Consolidation/Program Change. When the documentation was received the Department of Education requested paystubs because the amount stated did not match the amount that was filed on taxes. Therefore, the $0 payment was adjusted to reflect the actual income the client is receiving (40kplus). The Processing manager was attempting to explain this to the client on the phone call however the client would not accept the decision by the Departments of Education. As per the Clients File from the Department of education. Client contacted us 06/14/16 Client Paperwork filed 06/15/16 Clients Paperwork Completed 06/16/16 File Completed and set up on new Program 07/12/16 Next Payment date 11/03/16 Income – Driven Repayment Plan Anniversary Date 08/04/17 All of the above is a reflections of the work that was completed by Riverwalk on the Clients behalf.

I have pulled the following notes from our system.The client called in on 10/05/2015. She agreed to the program and gave us all of her personal information. She signed the contract and her start date was 10/09/2015. Her expiration for cancellation was 10/08/2015 at midnight per her contract.She was... transferred into processing on 10/09/2015.Client requested to cancel but she was in certification. She was informed that no refund will be returned and refused to communicate verbally with any of our staff. Due to missing information (Power of Attorney for example) that was requested multiple times the client was unable to be approved for the plan she was originally quoted for. Therefore, the DOE automatically defaulted to a standard program which has higher payments. _______________________________________________Riverwalk Debt Solutions has provided its services and although the result was not the originally quoted this was due to the client's negligence. If requested we will provide the client a copy of the signed contract.

[redacted] contacted RWDS 12/02/Requesting help with her federal student loansRWDs advise the client on the options that were currently availableWhen [redacted] contacted RWDS she had active loansOf the active loans loans were in DefaultIn order for her loans to fall in the Default the client would have to miss more than three Payments (90-days)The client agreed to contract RWDS to help get her loans out of default and agreed to pay the service fees associated with the work to be completedAt the Time [redacted] was advised that she would have to supply the documents that was requested in order to get her set up on a programOur Processing team reached out to [redacted] several times in order to get the information that was needed in order to satisfy the request of the Department of Education [redacted] failed to return the documents and did not respond to a certified letter that was sent to her to complete the processIn the Contract that the Client signed she was advised that even if she didn’t return the documents she is still responsible to pay the processing feeAt this item there will be no Refund issued, as the client does not qualify for a refund based on company policy [redacted] may contact RWDS and will continue the service she has requestedContact Dates 02/06/Left Voicemail 02/06/Left Voicemail 02/11/No answer 03/19/15– E-mail sent to Client (LVM for client regarding her emailWanted to explain a little more on forgiveness and how it worked Also left message stating that we are waiting on proof of incomeAlthough client states she does not have proof due to only training for a job, informed her we needed the 1st pages of her last filed income taxThe consolidation is currently on hold due to no proof of income03/19/– Called client Left VM File was closed out 10/No Response to document request

[redacted] contacted Riverwalk on 08/18/requesting help with student loansWe advised the client of the services offered as well as the cost of us assisting with the student loansThe client advise they could not afford the fees so we established an agreement to break it down to make it affordable for the clientOnce the client agreed on the fees and service we sent out a detailed service agreement which states the exact dates the payments would be pulled out of the clients accountThis agreement was signed by the client and a copy of the agreements was then mailed to the client so that they have access to the information at any timeAll of the documents was sent to the department of education on the client’s behalf as agreed in the service agreement with the clientFurthermore, a request for additional documents has been sent outThe Client has yet to respond or send in the requested documentsWe have reach out to the client to get the requested documentsNo Response!

Im not disputing the fact that they consolidated the loans but that they garanteed me my payments would be $and that in order for me to make payments I would have to make an additional 10,in incomeI cant afford $paymentIm a single mom and had I known this,.I wouldnt had struggled to pay the nearly $fee charged me for these services which I could have done myself just to end up with unaffordable payments

Dear [redacted] * ***, After reviewing your complaint and the correspondence, our investigation shows all information was provided, and this information was also reviewed several times over the phone I have provided copies of the signed contract for you to review as well as the authorization form Please understand you agreed to the terms and conditions as well as the payment to process the forbearance On 01/30/The final update for Ms***’s account reflects that her loans were in a forbearance through June of and would go into the Graduated repayment plan the following month with a repayment amount of $ The client’s repayment amount was lowered to $per month instead of $based on her Great Lakes accountIf you need additional assistance or have any additional questions, please reach out to our office at ***-***-***.Thank you, [redacted]

The customer paid via ACH to our companyThe company issued a check refund to the clientIt was mailed at the time we indicated to the consumer previously via USPSThe client will receive his refund, his service has been cancelled per our agreement and we will not charge any further
payments

Ms *** contacted Riverwalk on 06/14/asking for help with student loans and stated she does not make enough money to make paymentsBased on the information she provided she qualified for a payment pogrom through the Department of Education which placed her with a 0$ Monthly payment
completely based on the income she provided initiallyBased on the information received from MS *** the application was filed with the department of educationOn 06/20/she was advised because of discrepancies in the amount of income that was stated was different from the amount verified through the IRSWe needed proof of the income she stated which was 18,per yearBecause the Client did not send over proof of income within the hour time period, client was placed into a standard program which required a higher payment07/07/MS *** finally sent in the requested pay statementsOn these pay statements it shows that she make 3,600-4,a monthBecause of the under statement of income her required payment changed on the Department of Education programAt the time of this response we have made several attempts to clarify and go over options availableFurthermore, as stated in the agreementsIf we make a mistake and the client is not eligible for our services we do offer a refundHowever, in this case the client gave in-accurate information about the income receivedThe client has been setup on the correct program, and the payment is set up based on actual income the client receives

Please enter your reason(s) for rejecting the business response below.Resolution for me is my money backI was told to put a request in writing and I did, and no money backCall it what you want Your "business" did absolutely nothing for me but took $which should be refundedAnyone will react the same if someone lied to them Sure enough I signed the form and with that you represented me by gathering all information from my previous lender Is that how it's done So to say you would work with my lender but, not one of my previous lenders know your company or even what you do, and I was warned to stay clear of companies like yours There should be education on consolidationno one should pay for this service it is free Borrowers can go directly to lenders and stay clear of companies like yours I will certainly do my part in educating borrowers that they should not pay for a service as such. How are these companies allowed to do this There are more complaints out there on the WEB about them

Riverwalk Debt utilizes several lead vendors that could potentially be recycling the consumers information.Riverwalk Debt has only communicated with this individual on one occasionAt that time she informed the company she was not interested and her information was coded as suchSince that time no
additional calls have been made by Riverwalk. The consumer most likely filled out information online and that information is being recycled through several companies.Riverwalk is not responsible for these calls, therefore, we cannot stop the calls she is receiving