Riverwalk Debt Solutions

Complaint: ***
I am rejecting this response because: I have attached all the emails that I have. I did submit a copy of the paystubs the following day after my first call. If this was not submitted at that time is not my fault. I tried all the methods of communication and tried to make sure that it was what I was told. Every single time I was told $monthly payments and not to worry. I already had my student loans is Income Drive Payments, directly with them. the only reason I accepted to do this is because I was told no payment, that will have to check every year, and then after certain amount of years my student loans would be forgiven. If it weren't because of this information I would've continued to pay directly to the student loans directly like I have been all this time. Also remember how the agent spoke of that agency. My only request is to terminate this. If you do not want to give me my money, which apparently is what's going on, then cut me lose and let me do my own work with my student loans. The right thing would be to refund me and stop any service with me, as I was misinformed. Maybe I misunderstood and answer. I know very well I get paid twice a month and I know how much I get paid.
Regards,
*** ***

The client signed all of her agreements on 11/06/2015. Her fee was $of which she has only paid $Her remaining balance is currently in collections with our company, due to her payment method being declined. Our processing department attempted to contact the client multiple
times regarding missing documentation, the account is notated and is available upon request, and due to these missing documents we were unable to properly process the client's paperworkPer the client's contract, also available upon request, this is negligence on the clients part and Riverwalk is still entitled to our fee since service was performed to the best of our ability

Complaint: ***
I am rejecting this response because:I faxed the requested information to both numbers listed on page of the Payment Change/Cancellation formI even printed, filled out and attempted to refax the form today and received the same response, that the numbers ###-###-#### and ###-###-#### were not in serviceI do not wish to have a back and forth of he said, she said, I simply would like to proceed with the cancelation.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: When I was on the phone yesterday I was treated liked I lied when I gave my information to MrP***. Now here they claim I submitted a copy of my paystubs on July, however I have in my email that I sent it on June 2016, that was the following day after I spoke with MrP***. I do not like the fact that its making it look like I provided incorrect information and was irresponsible in providing the information needed. On another note on the phone yesterday Stephanie told me that it was this company that consolidated my student loans however I already had them consolidated and on income drivenThis is becoming very upsetting. I have all the emails I have sent and received from the company. All that I ask is for my money to be refunded and be done with this company. I can work directly with my student loan like I have been doing by myselfI would've worked something out but Stephanie told me that she had no one over her that I could speak with because she knows her title and her jobThis was very poor customer service.
Regards,
*** ***

This account is not in default they receive their payment every momth on the 20th using the same one time check payment that they keep putting through and getting their paymentThey never contacted me about other information just moneyI spoke with the student loan people directly and they sent me a letter saying that my loan would increase over dollars if I went with the consolidationI declined the consolidation and Riverwalk just wants to make moneyI better not see a collections because I have the information of every transfer so please tell the truth

Complaint: ***
I am rejecting this response because: The information given form Riverwalk in detailed messages I am not disputing that. I am asking for a partial refund due to the negligence of time frame of processing the applicationI was told to days after the process started and I could not get my money backMy credit score due to the time frame and frustrationThe person I am working with now ***, I do not have a problem with herShe has tried to help me
Regards,
*** ***

Please enter your reason(s) for rejecting the business response below.yes my son is the client but I am the cosigner and on 6-my son sent a detailed e-mail to Riverwalk debt solutions explaining in detail what they failed to do as promised enclosed is a attachment of said e-mail which Riverwalk debt solutions has failed to respond

Ms*** contacted Riverwalk Debt Solutions looking for assistance with her federal student loansUpon contacting Riverwalk she was advised of the services that we offer to our clientsFurthermore, she was also advised that we do charge a fee for our servicesMs*** agreed that our services
was worth the fee that we charged her however, she couldn’t afford the feeSo we agreed to break it down to make it affordable Ms*** was then advised that this could be done herself the same as any service and agreed that she wanted Riverwalk to complete the serviceWe are willing to work with Ms*** to understand we are not a scam company and have thousands of active/happy clients

Riverwalk Debt Solutions has reached a resolution on this matter with *** and *** ***Please update this dispute as resolved

We deeply apologize for the experience Mr*** hadRiverwalk Debt Solutions prides itself on providing top quality customer service alwaysRiverwalk Debt Solutions has reviewed this complaint and is unable to determine if this was the actions of a third-party lead provider or an actual
Riverwalk Debt Solutions agentWe have made several attempts to contact Mr*** to obtain additional information to do a full investigation and take the necessary steps to rectify and resolve this matter Unfortunately, we have been unsuccessful on receiving any correspondence from Mr*** and will close our investigation until further noticeAgain we apologize for any convenience this may have caused

Client was Refunded and Canceled out per the Clients request As Stated in the Paperwork the Client signed of the refund policyThe amount could take up to days to refund

Dear *** ***, We have reviewed your complaint and our investigation reflects that you were accurately informed of the processing fee, payment break down and the processing time frame. I have provided you with a copy of your contract and the payment authorization form.
Please keep in mind our records indicate you agreed to a 10-month payment plan of $per month, but you called in after your January payment declined requesting assistance on lowering your payment amount. To accommodate your request, we extended your agreement from months to months which lowered your monthly payments to $from $ Ms*** was informed during the sign up and on multiple calls over the past several months that Riverwalk is a 3rd party processing company and the student loans that we assist with are Federal loans onlyThis information is also outlined in the attached contractAny private student loans that the client may have would not be included with her Federal loansPlease review the supporting documentation and contact our department at your earliest convenience if you have any additional questions at ***-***-***.Thank you, * ***

Client contact Riverwalk to assist with garnishment of incomeClient was advised of all information that was needed in order to send in for review by the department of educationOnce documents were sent to DOE the review process starts once the review is finished a decision letter is then mailed
out to client directlyMr*** Called in as exclaimed nothing was done on his fileBecause has not received any letters from the D.O.EMr*** was advised it was still in the review process and can be assured the document was sentHe did not accept thisMr*** demanded that we send it againWe did as the Client wanted and re-sent the documentsUpon speaking with the Department of education we were advised because the new packet was sent in it canceled out the previous review and they would start a new file which re-set the review processAs we have tried explaining this to Mr*** he started screaming and threatening LawsuitsAttached is the Certified Mailings receipts from the Department of education receiving the documents we sent twice for Mr***? Because we have been working this file for months continuously there be no refund awarded at this timeFurthermore, the amount that is being requested as a refund is more than the client actually paid

Complaint: ***
I am rejecting this response because:Today is 9/26/16. I do not have the check that was mailed to me yet. Even when I get it (if I get it), I am still eating the $overdraft charge because your employee told me it would for certain not be taken out until 3-days instead of the next day. Also, my money was taken on 9/7. Almost days ago. It literally took your company about hours to take my money out of my account. If you would of done an ACH transfer back, I would of had the overdraft canceled and my money back MUCH quicker. The people on the phone in your business should not be allowed to just say whatever they want to people to persuade them to use your business. You shouldn't even be a business
Regards,
*** ***

File was placed on hold due to the Clients request to cancelClient was advised to Fax in Cancelation letter with signature to cancel the contract signedThis Client spoke to different reps who advised her on the cancelation processClient stated “she should not have to send in Cancelation Fax
and we should just honor it because she said so”It was communicated to the Client that we need sign document to show we are no longer responsible for the outcome of her situationAs of 11/28/the Client still has not sent in the requested information and is currently in default of the contract that was originally signed

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

Complaint: [redacted]
I am rejecting this response because:
I still have not spoke to anyone higher up than...

[redacted]. I still have not received confirmation of my ended contract as I requested. I have received my refund, but as a consumer I have felt disrespected for no reason and I have a right to talk to a supervisor or manager. Apparently, this business is okay with keeping employees that treat people terribly and I have gotten a short response that shows that they really don't care about their consumers. 
Regards,
[redacted]

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.

[redacted] contacted RWDS 12/02/2014 Requesting help with her federal student loans. RWDs advise the client on the options that were currently available. When [redacted] contacted RWDS she had 13 active loans. Of the 13 active loans 10 loans were in Default. In 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 completed. At 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 program. Our 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 process. In 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 fee. At 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 requested. Contact Dates 02/06/15 Left Voicemail 02/06/15 Left Voicemail 02/11/15 No answer 03/19/15– E-mail sent to Client (LVM for client regarding her email. Wanted to explain a little more on forgiveness and how it worked.  Also left message stating that we are waiting on proof of income. Although client states she does not have proof due to only training for a job, informed her we needed the 1st 2 pages of her last filed income tax. The consolidation is currently on hold due to no proof of income. 03/19/15 – Called client Left VM File was closed out 10/15 No Response to document request.

The quote the client received was accurate based on the information she provided. After the sale was completed she went through the consolidation process. When she provided her required documentation it showed that the information she initially provided (in this case her income) was substantially higher then she told our representatives. This is what led to her having a payment above $0.00.