Riverwalk Debt Solutions

Ms. [redacted] contact Riverwalk to assist with her federal student loans. After 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 program. While Speaking with Ms. [redacted] she stated she is completely happy with the program she is on now. However, does not remember being told of the processing. Pulled the actual call and Ms. [redacted] was advise of the processing fee. Also on the documents she was sent explains the charges for the service in detail. Furthermore, 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.

Riverwalk has performed its services to the client. All of our contracts state that this is a document preparation service, she has not been scammed by any means. Her consolidation was completed, per her contract. Riverwalk would be happy to assist the consumer with any questions, however, every...

time we communicate with her she uses expletives and threats. Riverwalk maintains a professional environment and our agents will end the call when being verbally abused.

[redacted] contacted Riverwalk to help with her Student loans. Her process was completed on 08/15/16 and set up on the correct Plan with the Department of Education. All of her final documents were to be sent directly to her address. The Department of Education received notification that the...

Client has re-enrolled in school. This has put an automatic hold on the account through the department of education until the client is no longer in school. We have reached out to the client 3 times since receiving the Revdex.com Complaint to resolve any problems. Furthermore, [redacted]a is no longer with the company and her phone has been routed to our customer service. We have not received a call from the client since she spoke with our accounting department on 07/29/16. We will continue to reach out to the client until she has been reached and issue resolved.

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.

The issues outline in this complaint have been resolved. This is simply just the client having patience and letting the process work through all the steps to ensure everything has been processed accordingly. The Client called us to assist in helping save him thousands of dollars. We were able to...

provide this service. Client wanted to get started right away and did not want to wait the three day period that we give all our clients in order to cancel. The first payment was made at 08/03/16 @ 6:00am. All of the documents and preparation for the client was completed on 08/02/16. Once we received notification that the client’s payment was approved. All documents was sent to processing immediately to ensure we complete the service in an expedited manner. Client’s Wife called in to speak to our agents, and was advised we could not give information on the file because she was not authorized verbally or in writing to speak on the account as a representative.  Client received instructions on how the cancelation process works and was told to submit the documents in order to cancel. The Cancelation policy is stated in the documents and also explains to the client that any cancelations must be done in writing, so that our company can be discharge for any mishaps the clients may make when trying to do this themselves, once we are no longer working on their behalf. The Cancelations process take approximately 24 hours to complete full withdraw. As long as the client has sent over the information within the required time we honor the agreement to cancel. In this case    Client Signed up for program 8/01/16   Client sent to processing 08/03/16   Received Cancelation Notice 08/04/16   Clients account was canceled out 08/04/16   Clients Refund was issued 08/04/16    As we do our best to accommodate all of our clients, even the client that wants to cancel. All we ask for is patience while we go through the correct process to ensure that all requirements are met.  This is another complain from a Client that has not full went through the process with our company.  As of this date we take complete satisfaction knowing that we have only received 10 Complaints out of our 5,000 plus clients who are completely satisfied with our services. The 10 Complaints have come from Clients who decided not to continue with the services until its completion.

Im not disputing the fact that they consolidated the loans but that they garanteed me my payments would be $0 and that in order for me to make payments I would have to make an additional 10,000 in income. I cant afford $41.00 payment. Im a single mom and had I known this,.I wouldnt had struggled to pay the nearly $800.00 fee charged me for these services which I could have done myself just to end up with unaffordable payments.

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

I made nowhere near 30,000... I explained all of that and like I said before the representative assured me that I would have to had make an additional 10,000 in order to qualify for any payments to be anything.  I only made 23,000 last year and Im a single mother. He explained to me that President Obama enacted some law for people like me. I figured paying the nearly $800.00 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!!

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.

Ms. [redacted] contacted Riverwalk Debt Solutions on 4/29/16 11:49 am inquiring about different programs she could possibly be qualified for. We are an inbound only assistance center. We 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 for. The 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 Act. Ms. [redacted] Spoke with one of our sales agent and was presented with a plan on how we can help her get qualified for the program. She 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 4 Payments of 174.75 (Total 699.00). At this time she was advised the process take 60-90 days to complete in full.  Once the initial process was set up, she then spoke with our processor [redacted] on 05/04/16 4:52pm advising the client of the transition of her loans to ensure she gets set up on the correct program. Also Spoke to the Client on 05/10/16 11:39am made her aware of the documents we need from her to have ready to finalize the process. Client also Received this (**ACCOUNT UPDATE** The Direct Loan Consolidation application that you submitted on 05/05/2016. Typically the consolidation process takes 30 business days (4-6 weeks) to complete from the time your application is received. If 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 10 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 client. With contact dates of                                          ...⇄ 04/29/16 – Set up Plan                                                          ...⇄ 05/04/16 – Email Sent 11:38 05/04/16 Voice Mail Left for Client. 11:39am                                    �...⇄ 05/04/16 Spoke with Client 4:52pm                                     ...⇄ 5/10/16 Spoke with Client 2:39pm                                     ...⇄ 05/11/16 E-mail with updated status of process                                         ...⇄ 05/12/16 Voice Mail Left for Client                                     ...⇄ 05/27/16 Voice Mail Left for Client                                     ...⇄ 05/27/16 Client Called in saying we did nothing on her File. As 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 30 days before they actually had her file and what the next steps in the process was. At this time she would not listen and wanted to cancel. The 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 clear. Furthermore this is specified on all the documents that were provided to the client. We have a group of dedicated people that invest lots of time and effort to make sure no one is being taken advantage of. We 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 programs. We feel as though we are the voice for these clients. We 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 programs. And if we don’t follow through we give a full refund as per the agreement all of our clients sign. Just 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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 10668589, and find that this resolution is satisfactory to me.  although they did not complete the job as  promised  I was able to recoup half the fee paid so for that I am done with this complaint

To Whom This May Concern:On 6/14/2015, Riverwalk Debt Solutions was notified of a Revdex.com complaint filed by [redacted]S. [redacted]. Ms. [redacted] is not an actual client of Riverwalk Debt Solutions. She 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 Solutions. As 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 client. This 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 client. On 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 client. On 3/31/2015, the client's consolidation application wascompleted and submitted to the Department of Edcuation. At 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 behalf. Our records doindicate that Mr. [redacted] called in requesting we re-send the documentation for him to complete. So on3/31/2015, 3 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 120 qualifying payments and is required to be submitted to determine eligibility. It 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 6/17/2015. On 6/12/2015, Ms. [redacted] called in 1Jpset stating that her son was not set upfor the repayment plan of 120 months. It 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 qualify. Ms.[redacted] was not happy with the resolution stating that she paid Riverwalk to complete the work. RiverwalkDebt Solutions has completed every application and section that we are able to complete on behalf of theclient. The employment certification form requires the client and the client employer to complete sectionsthat Riverwalk Debt Solutions does not have the authority to do. The client was filed for the PSLF, 120qualifying payments, but without the supporting documentation of the employement certification form, theclient will not be approved. This was explained to Ms. [redacted] and she was assured that submitting the formto our office immediately could resolve this. Ms. [redacted] was not happy with the resolution. At this time,Riverwalk Debt Solutions will not refund the client the $349 of which she is requesting as Riverwalk DebtSolutions has performed the service which was agreed upon and have offered a resolution. At this time, nofurther action can be taken by Riverwalk Debt Solutions without the cooperation of the client. RiverwalkDebt Solutions has attempted to respond promptly to all of Ms. [redacted]' requests as indicated in an emailsent to Ms. [redacted] on 6/12/2015. After the 6/12/2015 phone conversation with Ms. [redacted], Director ofOpeartion requested until 6/17/2015 to further investigate this matter. A response was provided to Ms.[redacted] same day with the findings above.

[redacted] Contacted Riverwalk on 05/24/16 wanted help with his federal student loans. He advised he has reached out to several companies to get help but none of them were properly prepared or organized to help him. We assured him we can help as long as he gets the documents requested back...

to us in a timely manner. Also advise within the first 5 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 fee. The 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 so. Our agent then advised the Client of the program we could get him set up with, also advise him of the process. The 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 back. Client agreed to make the payment on the 10th of June. No communication from the client between 05/27/16-06/09/16. On 06/10/16 this e-mail was sent:[redacted]
[redacted] Subject: CancelI would like to cancel the plans made to clear my debt. I have to use my paycheck to move in to a new place tomorrow and cannot afford the payment plan that was set up. I do apologize for the last minute email. This was just brought to my attention.                        [redacted]All payments are run on an automated system as agreed upon with the clients set date. This 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 through. The 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 Client. Below are the contacted attempts to communicate with the client05/24/16: Client called in for help. And signed up to start the program. 06/10/16: 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 Response07/10/16 Payment Decline07/10/16: Phone call, e-mail sent – no response07/11/16 ; Phone Call, and left Voice mail to call back07/14/16 Called Client and E-mail sent07/18/16 Called client/ Voice mail left and e-mail sent requesting documents 07/20/16 Email sent requesting documents 07/28/16 : Payment decline (07/10/16 Payment)07/28/16 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 service. Any attempts to collect will result in legal actions”08/03/16 : Payment Decline (07/10/16 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 himself. By not communicating with us and allowing us to provide the services he requested he has put himself in a bigger situation. We are more than willing to continue to do our contracted obligation that was established in the beginning. However we request the cooperation of this Client. Any 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 do. Furthermore, there are recordings and documentation that can verify the above information if requested.

[redacted]’s mother contacted Riverwalk Debt solutions inquiring about assistance with her son’s federal student loans. Our agent contact Mr. [redacted] directly to assist. On the initial conversation it was determined that we could assist with the federal student loans. Client...

signed an agreement and the processing started after the 3-day Cancelation period. All Documents were filed with the Department of Education and agreed with client in contract. The client was contacted by Riverwalk to retain the necessary documents to complete the program setup. The client never returned the requested documents therefore the application was canceled out by the department of education. Furthermore, the client never made any of the agreed upon payments for the services rendered. We have canceled out the client’s contract and it will not be sent over to collections. We have repeatedly tried to get in contact with the client to resolve this matter.

Riverwalk Debt Solutions, Inc received a call from the consumer on 02/03/2016 inquiring about the service we provide and she enrolled. After the initial payment was ran the company policy is to immediately start filing all consolidation documents with the Department of Education. The consumer was...

missing multiple documents and was requested to send the information. During this process, Riverwalk Debt Solutions began to process with the documents they had available through the Department of Education. The client called in on 2/16/2016 and informed us that she had already consolidated her loans back in November 2015. However, there were 3 loans that were not consolidated with her original consolidation. The consumer called in and after having a conversation of whether she wanted to work directly with the lender or Riverwalk Debt, she decided she wanted to cancel her services because she was working directly with the lender. Riverwalk had sent her all the paperwork she required to file the consolidation and she utilized these when she decided to work with her lender directly. Per the Riverwalk Service Agreement, if the account is not cancelled within 3 days or Riverwalk is UNABLE to help the consumer, then they would be entitled to a refund of their fee. Riverwalk was able to assist the consumer, however, she decided to work directly with her lender, which then entitles her to no refund of any fee's already captured. Riverwalk Debt Solutions, Inc informs all of it's clients that they are able to enroll themselves into these programs on their own free of charge. It is also quoted in our Enrollment Package that each client receives and is required to sign and acknowledge.

Complaint: [redacted]
I am rejecting this response because:they didnt solve anything my loan company told me that there is no such thing as a forgiveness. This company charges people money when they can do this for free with there loan company . Most fed a scam . 
Regards,
[redacted]

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 01/30/2018 The final update for Ms. [redacted]’s account reflects that her loans were in a forbearance through June of 2018 and would go into the Graduated repayment plan the following month with a repayment amount of $60.  The client’s repayment amount was lowered to $60 per month instead of $101 based on her Great Lakes account. If you need additional assistance or have any additional questions, please reach out to our office at [redacted].Thank you, [redacted]

[redacted] contacted Riverwalk on 08/18/16 requesting help with student loans. We advised the client of the services offered as well as the cost of us assisting with the student loans. The client advise they could not afford the fees so we established an agreement to break it down to make it affordable...

for the client. Once 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 account. This 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 time. All of the documents was sent to the department of education on the client’s behalf as agreed in the service agreement with the client. Furthermore, a request for additional documents has been sent out. The Client has yet to respond or send in the requested documents. We have reach out to the client to get the requested documents. No Response!