Secure Account Service

While SAS understands that this Consumer is having some difficult times, we at Secure Account Service can only do what the Consumer directs us to doThat is why we require that requests for schedule, or dollar amount, changes be submitted either in writing or by telephoneOur telephone calls are always recorded for this reasonTimely courtesy reminders are only that, and are sent to the email submitted by the consumerIncluded, for your review, are copies of the secure Message Board posts that recorded the transactions as they occurred prior to the Consumer filing the Complaint1/27/Message Board Post: (Posted by SAS Customer Service Representative)[The Consumer] called to split draft scheduled on 01/for $She requested that she be drafted $on 1/and then add the other $to next draft on 02/making it $due to financial hardship Made change accordingly.2/12/Message Board Post (Posted by Consumer):[SAS Customer Service Representative] added this note and I did not tell her verbally that I would pay payments on 2/12, she told me it was due then, I got no reminder email on 2/as they stated to remind me therefore my bank acct overdrew, but no one cares this is all lies.NOTE: On 2/12/2015, SAS sent a copy of the recorded telephone conversation of 1/28, to the Consumer, documenting the verbal instructions she gave usThe Reminder email was sent to her email address on file on 2/10/at 2:00AM and did not bounce back to usTherefore, it was assumed that she had received itReminder emails are merely a courtesy, but are found to be a valuable service by all Consumers.2/12/Message Board Post: (Posted by SAS Customer Service Representative)[The Consumer] called to say that she did not authorize draft of $on 02/Message board notes indicate the client called in on 01/and requested that she be drafted on 02/for $I informed client that we would refund draft after it clears on 02/or we would need a statement from her bank showing the draft clearedClient called back and requested fax number and stated that tomorrow 02/13, her bank will fax over a statement showing the draft clearedClient had also stated that Account was to be closed according to [Service Provider]I messaged [Service Provider] to confirm this: Hi [Service Provider Representative], [the Consumer] calledAre we closing out her account?[10:13:AM] [Service Provider Representative]: yea I was just waiting for her to sign my agreements but she did and called you guys instead yea can we just close the accountMade note to close out account accordingly.Note: On 2/17/the Consumer’s deposit which drafted on 2/12/was returned to us by her Bank early in the morning as an NSFTherefore, we are unable to refund her any funds since no funds were deposited in the Trust AccountResolution: [The Consumer] may be able to speak to her Student Loan service provider to request a refund since she spoke to them previouslyPerhaps they were asked to contact us and failed to do so SAS has no way of knowing what the arrangement between the parties was since the Service Provider is an entirely different company, as mandated by the Federal Trade Commission

While SAS understands that this Consumer is having some difficult times, we at Secure Account Service can only do what the Consumer directs us to do. That is why we require that requests for schedule, or dollar amount, changes be submitted either in writing or by telephone. Our telephone calls are...

always recorded for this reason. Timely courtesy reminders are only that, and are sent to the email submitted by the consumer. Included, for your review, are copies of the secure Message Board posts that recorded the transactions as they occurred prior to the Consumer filing the Complaint. 1/27/2015 Message Board Post: (Posted by SAS Customer Service Representative)[The Consumer] called to split draft scheduled on 01/28 for $180.00. She requested that she be drafted $90.00 on 1/28 and then add the other $90.00 to next draft on  02/12 making it $175.00 due to financial hardship.  Made change accordingly.2/12/2015 Message Board Post (Posted by Consumer):[SAS Customer Service Representative] added this note and I did not tell her verbally that I would pay 2 payments on 2/12, she told me it was due then, I got no reminder email on 2/10 as they stated to remind me therefore my bank acct overdrew, but no one cares this is all lies.NOTE: On 2/12/2015, SAS sent a copy of the recorded telephone conversation of 1/28, 2015 to the Consumer, documenting the verbal instructions she gave us. The Reminder email was sent to her email address on file on 2/10/2015 at 2:00AM and did not bounce back to us. Therefore, it was assumed that she had received it. Reminder emails are merely a courtesy, but are found to be a valuable service by all Consumers.2/12/2015 Message Board Post: (Posted by SAS Customer Service Representative)[The Consumer] called to say that she did not authorize draft of $175.00 on 02/12. Message board notes indicate the client called in on 01/27 and requested that she be drafted on 02/12 for $175.00. I informed client that we would refund draft after it clears on 02/17 or we would need a statement from her bank showing the draft cleared. Client called back and requested fax number and stated that tomorrow 02/13, her bank will fax over a statement showing the draft cleared. Client had also stated that Account was to be closed according to [Service Provider]. I messaged [Service Provider] to confirm this: Hi [Service Provider Representative], [the Consumer] called. Are we closing out her account?[10:13:29 AM] [Service Provider Representative]: yea I was just waiting for her to sign my agreements but she did and called you guys instead.  yea can we just close the accountMade note to close out account accordingly.Note: On 2/17/2015 the Consumer’s deposit which drafted on 2/12/2015 was returned to us by her Bank early in the morning as an NSF. Therefore, we are unable to refund her any funds since no funds were deposited in the Trust Account. Resolution: [The Consumer] may be able to speak to her Student Loan service provider to request a refund since she spoke to them previously. Perhaps they were asked to contact us and failed to do so.  SAS has no way of knowing what the arrangement between the parties was since the Service Provider is an entirely different company, as mandated by the Federal Trade Commission.

Secure Account Service, LLC is an Independent Account Administrator providing services to certain companies in the Debt Relief industry, some of whom engage in the business of modifying student loans for a fee. SAS is a Federal Trade Commission mandated neutral third party charged with processing...

the payment schedule agreed upon between the consumer and the Relief company they choose. SAS does not offer the services apparently requested by the complainant and would therefore have no interest in repeatedly calling the complainant against their wishes to offer such services. SAS never has repeatedly called a consumer on another company’s behalf in order to market that company’s service. SAS does not offer any type of debt relief or student loan modifications. We do not sell or market our services to the public so this complaint is an example of mistaken identity. The complaint involves "selling practices" and SAS does not do any type of sales. It is unknown how the complainant got the SAS name since there is no record of any contact of any kind between the complainant and SAS. Therefore, the complaint to the Revdex.com is false and SAS demands a public retraction by the complainant in this forum.

While SAS understands that this Consumer is having some difficult times, we at Secure Account Service can only do what the Consumer directs us to do. That is why we require that requests for schedule, or dollar amount, changes be submitted either in writing or by telephone. Our telephone calls are...

always recorded for this reason. Timely courtesy reminders are only that, and are sent to the email submitted by the consumer. Included, for your review, are copies of the secure Message Board posts that recorded the transactions as they occurred prior to the Consumer filing the Complaint. 1/27/2015 Message Board Post: (Posted by SAS Customer Service Representative)[The Consumer] called to split draft scheduled on 01/28 for $180.00. She requested that she be drafted $90.00 on 1/28 and then add the other $90.00 to next draft on  02/12 making it $175.00 due to financial hardship.  Made change accordingly.2/12/2015 Message Board Post (Posted by Consumer):[SAS Customer Service Representative] added this note and I did not tell her verbally that I would pay 2 payments on 2/12, she told me it was due then, I got no reminder email on 2/10 as they stated to remind me therefore my bank acct overdrew, but no one cares this is all lies.NOTE: On 2/12/2015, SAS sent a copy of the recorded telephone conversation of 1/28, 2015 to the Consumer, documenting the verbal instructions she gave us. The Reminder email was sent to her email address on file on 2/10/2015 at 2:00AM and did not bounce back to us. Therefore, it was assumed that she had received it. Reminder emails are merely a courtesy, but are found to be a valuable service by all Consumers.2/12/2015 Message Board Post: (Posted by SAS Customer Service Representative)[The Consumer] called to say that she did not authorize draft of $175.00 on 02/12. Message board notes indicate the client called in on 01/27 and requested that she be drafted on 02/12 for $175.00. I informed client that we would refund draft after it clears on 02/17 or we would need a statement from her bank showing the draft cleared. Client called back and requested fax number and stated that tomorrow 02/13, her bank will fax over a statement showing the draft cleared. Client had also stated that Account was to be closed according to [Service Provider]. I messaged [Service Provider] to confirm this: Hi [Service Provider Representative], [the Consumer] called. Are we closing out her account?[10:13:29 AM] [Service Provider Representative]: yea I was just waiting for her to sign my agreements but she did and called you guys instead.  yea can we just close the accountMade note to close out account accordingly.Note: On 2/17/2015 the Consumer’s deposit which drafted on 2/12/2015 was returned to us by her Bank early in the morning as an NSF. Therefore, we are unable to refund her any funds since no funds were deposited in the Trust Account. Resolution: [The Consumer] may be able to speak to her Student Loan service provider to request a refund since she spoke to them previously. Perhaps they were asked to contact us and failed to do so.  SAS has no way of knowing what the arrangement between the parties was since the Service Provider is an entirely different company, as mandated by the Federal Trade Commission.

Review: SAS LLC is or was, in charge of my stud. loan payment processing. they would send me an e-mail appx 2 days before my draf date including a ph number along with the website so you could post mssages on the "message board" to inform them of a change in payment or the details of an upcoming payment. due to financial hardship for me within the past year, I took a hugh paycut to go to a new job. my student loan paynent was never really dropped that much but anyway, probelm being was today they drafted 2 monthly payments w/o my authorization to do so. I called them on or about the end of jan to inform them not to draft the payment for Jan until; Jan 28th or so due to an Overdraft in my acct due to another vendor taking out unauthroized monies. at that time , the cust serv rep advised me that ok, and the next payment would be due 2/12/15 and for 2 payments since I was only paying one at the end of jan, I said well I don't know about that. When I get the email about the payment i';ll be calling you to suspend that and tell you when I can make the payment. I even posted that on the message board. when I found out my bank acct was OD by 175.00 today I liked to had a stroke, I called SAS and they said you AUTH'D this payment [redacted]. I said , im sorry but for some reason I didn't rec the normal monthly email to remind me that it was coming up, and I forgot. to stop the draft. I need that money back or my rent will od. We went backand forth, saying this and that. I called my bank and I am filing a dispute form against SAS. due to this is the second time in 2 months, creditors have just gone into my acct and taken whatever amt they feel they need and im sick of it. They could have called me too, and so could the bank. But now I just remewed the stud loans and when I told them that today, SAS closed my acct immediately so that they could not draft aymore money, oh gee how convienent.They got their 2 paymenst and too-da-loo to me. They will not admit that they could have made a mistake, they are just saying that "i told her, she said this; , emails are not always 100% and I did not receive one. Im not lying.Desired Settlement: I would like to get the whole amount back,but since the stud loan was behind, I would be SATISFIED to get one of the payments put back into my checking account. They can keep one and they can reimburse me back one and they CAN PAY ALL OD' FEES AND DAILY CHARGES UNTIL THE MONEY IS DEPOSITED back into the bank accoun since they did not warn me it was coming. This debit occured too on a non-pay week and they are supplsed to debit these payments on either the date I give them or on a week that I get paid. they knew I was struggling to make these montly payments and did nothing excetional to help me. if they knew I was struggling so bad by calling each month, they should have suspended or tried to get me a lower payment but they did not.

Business

Response:

While SAS understands that this Consumer is having some difficult times, we at Secure Account Service can only do what the Consumer directs us to do. That is why we require that requests for schedule, or dollar amount, changes be submitted either in writing or by telephone. Our telephone calls are always recorded for this reason. Timely courtesy reminders are only that, and are sent to the email submitted by the consumer. Included, for your review, are copies of the secure Message Board posts that recorded the transactions as they occurred prior to the Consumer filing the Complaint. 1/27/2015 Message Board Post: (Posted by SAS Customer Service Representative)[The Consumer] called to split draft scheduled on 01/28 for $180.00. She requested that she be drafted $90.00 on 1/28 and then add the other $90.00 to next draft on 02/12 making it $175.00 due to financial hardship. Made change accordingly.2/12/2015 Message Board Post (Posted by Consumer):[SAS Customer Service Representative] added this note and I did not tell her verbally that I would pay 2 payments on 2/12, she told me it was due then, I got no reminder email on 2/10 as they stated to remind me therefore my bank acct overdrew, but no one cares this is all lies.NOTE: On 2/12/2015, SAS sent a copy of the recorded telephone conversation of 1/28, 2015 to the Consumer, documenting the verbal instructions she gave us. The Reminder email was sent to her email address on file on 2/10/2015 at 2:00AM and did not bounce back to us. Therefore, it was assumed that she had received it. Reminder emails are merely a courtesy, but are found to be a valuable service by all Consumers.2/12/2015 Message Board Post: (Posted by SAS Customer Service Representative)[The Consumer] called to say that she did not authorize draft of $175.00 on 02/12. Message board notes indicate the client called in on 01/27 and requested that she be drafted on 02/12 for $175.00. I informed client that we would refund draft after it clears on 02/17 or we would need a statement from her bank showing the draft cleared. Client called back and requested fax number and stated that tomorrow 02/13, her bank will fax over a statement showing the draft cleared. Client had also stated that Account was to be closed according to [Service Provider]. I messaged [Service Provider] to confirm this: Hi [Service Provider Representative], [the Consumer] called. Are we closing out her account?[10:13:29 AM] [Service Provider Representative]: yea I was just waiting for her to sign my agreements but she did and called you guys instead. yea can we just close the accountMade note to close out account accordingly.Note: On 2/17/2015 the Consumer’s deposit which drafted on 2/12/2015 was returned to us by her Bank early in the morning as an NSF. Therefore, we are unable to refund her any funds since no funds were deposited in the Trust Account. Resolution: [The Consumer] may be able to speak to her Student Loan service provider to request a refund since she spoke to them previously. Perhaps they were asked to contact us and failed to do so. SAS has no way of knowing what the arrangement between the parties was since the Service Provider is an entirely different company, as mandated by the Federal Trade Commission.