Student Debt Solutions, LLC

All of the conversations between clients and our representatives are recorded. After listening to the recording, this client was informed that he “MAY” qualify for complete forgiveness of his
federally backed student loans. Then further along in the initial assessment he was told he qualified...

for
payments of $165 per month and that is what he was interested in.  As the call continued, 
along he was also told this by his case manager and it was a firm number as we’d
had a change to get the real information about his loans and IRS tax filing
AGI.  He chose the program that had that payment amount IBR. He was told initially during the estimate call
that if he qualified ( and again he was told any information given to him would be
an estimate based on information he provided us.  As no real quote could be
given until we had a look in his government files) it would be like paying no
interested because everything could be forgiven.  However he was told at the end
of that call that he would have payments of $165. This client mentions in  his complaint that he could have
done it for free and I believe that is why he is truly wanting his money back. 
Anyone may enter a government program if they so choose.  Our clients hire us
because of our sterling reputation in the industry and the fact that we
guarantee our work.  One can do their own taxes too, however most hire a
professional to do it for them, such as [redacted].  This is the
same instance.
There is no refund to be granted as we have located a loan for him, he was advised and that is what we are contracted for. The client can continue the process by calling our toll free number at ###-###-#### and we will be glad to continue the process.

July 3,2014 Hello **. [redacted],I received your letter in regard to the complaint from [redacted] ID [redacted].In regard to the first statement, we do work with the department of education to find the best rate, length of time and or forgiveness when applies. There are many...

companies out there like ours. Second, regarding the repeated calls; [redacted] was added to the NO CALL UST on the day she requested May 27 and has not been called since. Anytime anyone mentions they would like to be added to the "Do not calf list" they are put on that list as soon as requested. We do not want to aggravate customers, we want to help them with the debt they incurred thru college. That is affecting thousands of people and we have already helped thousands. This is what our intent is.I do apologize to [redacted] in regard to the calls prior to May 25th, If there is anything else we can assist with feel free to contact us.Sincerely,

Handwritten attachment.

Hello,
I received this...

info from our office manager who listened to the recorded phone conversation and questioned the rep. He also checked the records to see when the client was put on the do not call list. I apologize but it looks like this was just a
unforeseen incident but do apologize that it happened. Please accept our apologies.
Linda * K[redacted]
Student Debt Solutions LLC
This
person is not a client.  She was called multiple times by our system to if she
was interested.  On one call that she answered an agent in NS picked up.  She
request to be put on the Do Not Call list.  The agent was not rude and did place
her on the DNC.
The
system called her back a minute later because she had her phone number listed in
both the primary and secondary fields.  Because of this the system didn’t have
time to register the DNC request.  On this call she did ask for a manager and
was accusing the agent, who took the call of being the first agent and
disguising his voice.  The agent was polite and it seems the call dropped before
a manager got on the line. 
This
will be brought to the attention of the individual to ensure he is not the one
whom hung up.
She
is on our DNC and will not be contacted again.

Returned call to company ([redacted] ###-###-####) who was concerned that they received a 2nd letter from the Revdex.com requesting a response to the complaint. She faxed another response 7-3-14 which I received. Spoke with her confirming receipt of her fax.

[redacted],
Upon further investigation we have confirmed that you are in the program and to pay $31 per month and that you are currently enjoying deferment until July 2016.  Again we wish to reiterate that we did exactly what you hired us to do. I believe with our help you are saving approximately of $300 per month.  We don't see where you were ever told we would waive our fees and we're not in the habit of working for free so I don't believe we would have.  If you can show me written proof that we waived our fee i'll gladly discontinue collections proceedings.
 
Once again we have a signed written agreement with you and we have fulfilled our obligation to you per the contract, we're only asking that you pay us the same courtesy.   The fact of the matter was that we performed our duties to you even before you had remitted payment in full to us on good faith.  It's unfortunate that some people choose to try and take advantage of the good nature of companies like this one and further actions are necessary to attain fees.  In spite of this we will continue to serve our valued clientele in good faith that they will fulfill their obligations to us.  Please feel free to contact us toll free at ###-###-#### on Monday - Friday between the hours of 9am - 9pm EST.
 
Regards,
 
Giovanni M[redacted]

From: Revdex.com of Metro Washington DC<[redacted]>Date: Wed, Mar 4, 2015 at 3:59 PMSubject: Fwd: Fw: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: [redacted] <[redacted]>
---------- Forwarded message ----------From: Linda K[redacted] <[redacted]>Date: Wed, Mar 4, 2015 at 3:53 PMSubject: Fw: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: [redacted]
Hello Ms [redacted],
I am writing to let you know that I went back to my accounting department and after sitting to go over all of the details on Ms. [redacted]’s account, she is due another $174.75. I have written her a letter of apology along with payment of $174.75 check number [redacted]. Ms. [redacted] was right in her facts and I have since straightened it out. She should be receiving a check within 7-10 days for the balance of her refund.
I no longer own this company so all future emails should be changed to [redacted]. It is still Student Debt Solutions LLC but I have since sold the company owned by Giovanni M[redacted].
Sincerely.
Linda J K[redacted]

[redacted],
I would
like to take...

this opportunity to address a few of the concerns you have
mentioned in your complaint.
We’d
like to apologize that you feel it has taken to long for your refund.  Per the contract that you signed with us all
refund requests typically take 7 – 10 business days for review.  On top of that you no longer use the
credit/debit card which you made your payment to us and we are not allowed to
place funds on a different card. 
Although even though we know this we certainly tried to put the funds on
a different card you provided as well as your husband’s card.  We then tried to pay you by check, which you
say never reached you.  Mail take 7 – 14 business
days and we have no control over the US Postal Service and their delivers.  Once you notified us that you didn’t receive
your check we agreed to issue another one and placed a stop payment on the previous
check that was issued.  Certainly the
Thanksgiving holidays may have played a part in delays.
Our
customers usually don’t have trouble reaching us and we’ll definitely investigate
your concern.  You were left on hold
because you requested to be left on hold until a supervisor could speak with
you.  At that time the supervisor was
assisting another customer and couldn’t drop that call to take yours.  You were notified that the supervisor was
busy assisting another client and would call you back, however you insisted on
being left on hold.  Once the supervisor
was finished assisting the other client they began to speak with you.
You also
stated that you would have never known that you were actually ineligible for a
Government program unless you had called to inquire, however we have tried
contacting you serveral times to no avail. 
Most certainly your husband who also didn’t qualify for a government
program was notified by use without delay and because he still had the
debit/credit card that he used to make his payment to us there was no issue in
refunding him.
We hope
this clears things up for you we thank you for your feedback.
Best
regards,
David
C[redacted]

Client was informed during the evaluation call that he may qualify for a program
that could see him having complete forgiveness of his loans.  However he did
initially choose a program called extended graduate which would not...

offer this as
it’s not income based.
He
later choose the IBR program and was submitted to the doe with that choice. 
A refund for $349.50 has already been issued as of 9/21 and they system automatically picked up on the second payment as it was contracted, in our refund policy it states that a refund will be issued
if we cannot locate a loan for the client. We did locate and get the loan approved for submittal to the doe with that choice. There are expenses that have been invested and need to be covered in
good faith as we have a signed contract and recording of this conversation. I have approved the $349.50 refund but cannot extend the full amount as we did complete our end of the contract and need
to have the client's end also honored so there is no breach of contract. If the client decides to complete the submission of her loan, she can contact us and repay the balance of the $349.50 and we will
be glad to resubmit her form, but at this time, we cannot continue proceeding with any further action without the balance of the payment.

July 28, 2014
Dear [redacted],
I received the letter regarding [redacted] and responding to the statements.I arm enclosing the information regarding the loan payment that we were able to obtain for [redacted]. The repayment monthly amount was $76.00 for 120 months....

We were able to get her a loan at a very reasonable payment which fits into her income structure. That is what we guarantee to do for the clients. Also, the initial fee for our work is either one payment of $599,00; which saves the customer $100.00 if they make a one time payment, or 2 payments of $349.50 if they cannot afford the total amount at one time. There is NO $800.00 fee. If she has proof of the $800.00 being deducted, have her forward to our address and we will be glad to refund her the difference fro the $599.00 but I do show a charge by the merchant account for the $599.00 one time payment.Student Debt Solutions has provided what was promised, as well as a very reasonable monthly payment amount so there will be no refund due to [redacted].
Sincerely,
Linda ; K

[redacted]
We would like apologize if there was an error made in
sending you your documents during the enrollment process.  Sometimes our clients have loans that are
difficult to maneuver into a government program.  There...

have been recent changes in the
enrollment process and certain loans are now much easier to deal with. 
We have completed the submittal process for your loans and
you should be contacted by a DoE servicer within the next few weeks.  It’s important to note that you are going to
be in a program that sees you making payments of $0 per month based on your
current financial and life situations. 
You qualify for forgiveness of your federally backed student loan debt
at the end of the term length of the program, which is 240 months.

[redacted],
font-family: Verdana, sans-serif;">Sometimes
we have cases that prove more difficult to resolve than most.  This is one of those cases.  We require complete cooperation from our
clientele to ensure a swift and desired outcome to their application
submission.  In this case to spite our
numerous attempts at contact with you to gather additional information we were
unsuccessful at gaining a response from you in a timely manner. 
The
other delaying factor in this case was that your loan servicers had incorrect
information on you.  This further
rded our progress in being able to complete our duties in this matter.
Our 100%
money back guarantee is if we fail to get our clients into a government program
and we have not failed to do so.  Also in
the service agreement we do state that we need the full cooperation of our
clientele to perform our duties and we need this cooperation in a timely
manner.  Failure to do so is not seen as
the fault of this company.  In your case
your decision to cancel our services and refund request was submitted to our
board.  Your refund was denied by the
board because it did not meet the refund requirements as set forth in your
contract.  Contact was attempted by us to
notify you of the board’s decision, however we were unsuccessful.
We are
pleased to state that your application has been submitted successfully as of
this date.   We do hope that you enjoy
the benefits of the Government program once your enrollment is completed.  You should hear from the DoE servicer within
the next few weeks, however if you do not please feel free to contact us toll
free at: ###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: The company representative Emily M[redacted] gave me false information about the program. She told me I would pay the said amount without interest until the loan is paid off. I would not have signed on and paid the amount that I did if I knew what the outcome would be. I am paying more interest now and for a longer amount of time. If I wanted to refinance my loan I could have done that somewhere else. 
Also, I was not told about the extra $149 when I signed up for the program. Which brings the total to over $800. I was told that there were only two payments. This process has taken over six months. The representative said I should pay the money to have student debt solutions submit my paperwork because it may not go through otherwise. How do they not disclose this information up front? It is a crooked business, and I will not accept their response.
Regards,
[redacted]

Good afternoon [redacted];The refund policy states:We always place our client’s needs first and want to ensure that you receive a Federal Student Loan Modification which is why we have a 100% Money Back Guarantee, of for any reason the documents that we prepare and submit for you do not...

obtain you a modification, we will refund 100% of any fees paid within 30 days.I am not sure what her previous loan rate of timeframe of repayment was, but we were able to get the loan and the loan was completed so we did do what we promised to do. That is why the refund was denied by the review board, if we could not find her a loan, she would have qualified for full refund. As Mr. C[redacted] stated to [redacted] we work for the client to make sure all of the best options for a federal based loan are offered to our clients, We did complete all paperwork and submit to the government for payment options.
As far as the refund. [redacted] refused payment on the credit card so it went into a charge back and they have to refund her payment. This timeframe does take a lot longer but there is nothing more that we can do. It is now turned over to the Merchant company to send back to the credit card company. We did dispute the chargeback so the request will be sent back to the credit card company to review before the refund is denied or approved. [redacted] will need until the full process is completed before finding out what the outcome will be, There is nothing more we at Student Debt Solutions can do to help her.
I am sending a copy of signed contract and initialed where it states if we get her a loan she is bound to the contact.Sincerely,Linda K.
Student Debt Solutions. LLC

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Dear [redacted],
I received your complaint from the Revdex.com
and would like to address some of the concerns that...

you have with Student Debt
Solutions LLC.  The conclusion that I am
under from your statement is that you had been working with our company after
we had contacted you to help with your son’s student loan debt.  We submitted the paperwork to the DoE (Dept.
of Education) after you had signed the service agreement, or contract with
Student Debt Solutions  and returned the
paperwork necessary for his proof of income from the W2 tax info and any other
information that you provided to obtain the loan.  The paperwork for the requested loan approval
was submitted to the DoE for them to
complete the process and the DoE will continue to work with your son finish the
loan.  I do not know what debt solutions
company had told you, as I have had no contact from any company regarding your
statements.  We work with student loan
debt only, you were advised of that twice according to the converstation that
was recorded and is on file. If needed we can play that back to you.  You were told that we would not be dealing
with your son’s personal loans, only the student loan debt.
From the recordings we determined that your conversations with
our representatives were very upsetting and confrontational and you were
advised to direct your calls to the office manager only.
As of August 26, 2014 your son has received the benefits of
the new loan for his student loans due to the completion of the paperwork that
our company submitted to the DoE.  Your
contract was completed and you are benefiting from the loan improvements.
Student Debt Solutions LLC has completed the contract and
also supplied benefits to your son with the federal loan that was obtained for
him.  I am glad that we were able to come
to a successful result.
As far as the remark about not being able to help you with
your loan and being denied a refund;
that statement was made to you in regard to personal loans that you had also
submitted that cannot be covered by the Obama program. You were advised of on the first call, and reminded on
subsequent calls. We also state in the
refund section that if we obtain a loan for your student debt, no refund will
be granted. That is why we were not able to refund your payment.
Please see all attached paperwork and contracts that were
completed.
Linda * K[redacted]

[redacted]I have checked again with the department that handled your son's request for us to complete paperwork to help with his student loans.The response was:He
(her son) was enrolled into an income based repayment program.  This program
sees him have payments of $0 per month for the term length of the program 240
months.Now I do not know what else (except the fact you wanted your work done for free) that I can help you with. That would be defrauding SDS for them completing the contract and submitting the paperworkfor your Son to get one fantastic loan offer from the DoE. They do have the right to full payment. There is no refund due. The company offered you 1/2 of the money back meaning you would have only paid $299.00 to have your son's debt totally erased. There should not have been any offer of refund as the contract has been completed and what you are trying to do is defraud the company of money you legally owe SDS. The amount that you paid, was money well spent that your son has received the benefit from. If you do not agree, have your attorney contact our company with a WRITTEN request of what you are wanting and the legal staff will get back to him. I do believe that when your attorney sees the loan offer of $0.00 for 240 months which wipes out the debt of your son's student loan, he will advise not to continue.