Student Loan Aid

To Whom It May Concern:Thank you in advance for allowing me to address Ms [redacted] (Client) concernsWe have contacted the client and have confirmed she was misinformed by her student loan servicerClient has confirmed she is moving forward with our services and has been confirmed as a satisfied clientPlease feel free to verify this with our Client directlyI tried contacting her before this response but she was not availableShould you need any additional assistance on this matter; please do not hesitate to contact us directly.Regards,Legal DepartmentDirect: 1-800-269-

Hi *** , I got a message from the Revdex.com with your compliant, and I saw that ***, one of our billing accountants had spoken to you yesterday 10/21/ I had spoken with you regarding your file & we have issued a refund right away I have double checked with [redacted] from Accounting to make sure your refund was sent to you If you can let me know when that appears in your account that would appreciated so we can close this compliant --Regards, [redacted] * [redacted] *** [redacted] [redacted] [redacted] *** [redacted] [redacted] *** [redacted] This e-mail message may contain confidential or legally privileged information and is intended only for the use of the intended recipient(s)Any unauthorized disclosure, dissemination, distribution, copying or the taking of any action in reliance on the information herein is prohibitedE-mails are not secure and cannot be guaranteed to be error free as they can be intercepted, amended, or contain virusesAnyone who communicates with us by e-mail is deemed to have accepted these risksCompany Name is not responsible for errors or omissions in this message and denies any responsibility for any damage arising from the use of e-mailAny opinion and other statement contained in this message and any attachment are solely those of the author and do not necessarily represent those of the company

[redacted] Refund Revdex.com ID [redacted] I got a message from the Revdex.com with [redacted] 's compliant, and I saw that ***, one of our compliance officers had spoken to the client as 10/10/& 10/14/However he was not the sales agent that had signed her up, that agent was *** I've checked with billing, we've already issued the client's refund of $back in early August when our accounts for issuing refunds were working fineIf the client can provide proof that the $refund was not received or had bounced out of her account then we'll correct that I have double checked with [redacted] from Accounting to make sure what we can refund her is the payment of $that was drafted on Sept 19thWe've issued that refund of $as of yesterday 11/4/ --Regards, [redacted] Compliance & Customer Service Manager Student Loan Aid Compliance Dept: [redacted] Main line: [redacted] [redacted] @slahelp.org Student Loan Aid, LLC Office: (949) 752- Birch St, Newport Beach CA http:\\www.slahelp.org This e-mail message may contain confidential or legally privileged information and is intended only for the use of the intended recipient(s)Any unauthorized disclosure, dissemination, distribution, copying or the taking of any action in reliance on the information herein is prohibitedE-mails are not secure and cannot be guaranteed to be error free as they can be intercepted, amended, or contain virusesAnyone who communicates with us by e-mail is deemed to have accepted these risksCompany Name is not responsible for errors or omissions in this message and denies any responsibility for any damage arising from the use of e-mailAny opinion and other statement contained in this message and any attachment are solely those of the author and do not necessarily represent those of the company

[redacted] - Reissued Refund Revdex.com ID [redacted] We've had issues with processing refunds due changes in payment processors and having to set up new trust accounts I have made sure we reissued the client's refund, of $that was done as of Monday, 11/3/ This refund should clear into her account by this Friday I reminder her to check her bank on Friday to make sure she has received this refund, and email me letting me know that has cleared back to her this way we can cover our bases --Regards, [redacted] Compliance & Customer Service Manager Student Loan Aid Compliance Dept: [redacted] Main line: 949.SLA.HELP [redacted] Student Loan Aid, LLC Office: (949) 752- Birch St, Newport Beach CA http:\\www.slahelp.org This e-mail message may contain confidential or legally privileged information and is intended only for the use of the intended recipient(s)Any unauthorized disclosure, dissemination, distribution, copying or the taking of any action in reliance on the information herein is prohibitedE-mails are not secure and cannot be guaranteed to be error free as they can be intercepted, amended, or contain virusesAnyone who communicates with us by e-mail is deemed to have accepted these risksCompany Name is not responsible for errors or omissions in this message and denies any responsibility for any damage arising from the use of e-mailAny opinion and other statement contained in this message and any attachment are solely those of the author and do not necessarily represent those of the company

[redacted] < [redacted] >10:AM (minutes ago)tome, [redacted] Hello [redacted] ,I have received the refund and will notify the Revdex.comThank you

Hi [redacted] ,On 1/20/you left me a message, I called you back today 1/and I spoke with you and you told me you had filed a complaint with the Revdex.com this morningAlso you were wanting to cancel as you were already on your 2nd year of payments under a PSLF program with Fed LoanAnd your program with Student Loan Aid was just a Payment Minimizer to get a lower payment.I explained to you the details of where you were in the consolidation and that it was days from being finalizedAs per our conversation, you are approved for a full refund, since it makes no sense to move you out of a PSLF program into a forbearanceThis message is confirming your cancellation with the services of Student Loan Aid, as effective immediately your business with us has ended.And you are taken out of the billing cycle and our processors have stopped working on your file as of today, 1/21/2014.Also I have seen to proceeding with a refund of all drafts, that will be issued as a refund to you in a check.Please allow up to 7-business days for you to receive that.Also please let me know when you have that check cleared so we know your account has been settled.If you need to contact me you can reach me during business hours.Our hours of operation are 9am-6pm PST Monday - Friday--Regards, [redacted] Senior [redacted] Student Loan AidCompliance Dept: [redacted] Main line: [redacted]

Unfortunately, Client was under the assumption it was only going to take $to be placed on a "program" that would completely wipe her student loan debtThis is a statement made by ClientThe program details were confirmed to Client in writing via the master agreement fully executed by Client as well as verbally confirmed before even moving forward with processing the necessary paperworkWhen Client was confirmed in the program, the approval letter clearly discloses the amounts to be paid and the length of programClient failed to manage her student loans and we are not liable for thisClient will not get a refund based on completed servicesConfirmation has already been submittedThis Client's account was confirmed closed

[redacted] you spoke with [redacted] yesterday at 12/11/2014We did send you a wire for your refund yesterday that should be cleared into your account today.We did refund you before but we did not get a follow up from you when there was an issue that you haven't received it.I apologize you did not receive it before if we would have been notified before we would have resent it to you promptly.If you can let me know that refund appears in your account that would appreciated so we can close this compliant.--Regards, [redacted] Student Loan Aid Compliance Dept: [redacted] Main line: [redacted] [redacted] Student Loan Aid, LLC Office: [redacted] Birch St, Newport Beach CA http:\\www.slahelp.orgThis e-mail message may contain confidential or legally privileged information and is intended only for the use of the intended recipient(s)Any unauthorized disclosure, dissemination, distribution, copying or the taking of any action in reliance on the information herein is prohibitedE-mails are not secure and cannot be guaranteed to be error free as they can be intercepted, amended, or contain virusesAnyone who communicates with us by e-mail is deemed to have accepted these risksCompany Name is not responsible for errors or omissions in this message and denies any responsibility for any damage arising from the use of e-mailAny opinion and other statement contained in this message and any attachment are solely those of the author and do not necessarily represent those of the company

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below After reviewing the response the company has made to the Revdex.com in regards to my discussion with them, I am very upset that they have lied about things on multiple occasions, mainly the things I say as well as the things they said they have doneI, by no means, agreed that I understood their services were renderedThe man I talked to offered me claims that services were rendered, and that payments were made on my behalf and that they had proof of such claimsI told the man I understood that they had performed an initial service but after that they failed to do what they had agreed to doHe told me he would contact me again with check numbers showing proof that payment was made to my borrowerI gave him a chance, he told me he would contact me the next day with the information to prove they had done somethingDuring the day I had called the borrower who they were suppose to be making payments too and after a quick discussion they informed me that only payments have been made on that account since it was consolidated, which is not what he was trying to sayHis claims were that as a company they mislead me into thinking more services would be rendered than what were, I agreed to a small portion of what they did however they did not do the continued services that they tried to say they charged me forSo in short, he lied about what I said, lied about contacting me, and lied about what his company actually didI am not satisfied with how they handled it, they believe that simply saying that the check is in the mail with no proof on either side is good enough to justify their actions Regards, [redacted]

Here’s the check numbers of those refunds for you: Refund of check # [redacted] Refund of check # [redacted] Regards, [redacted] Compliance & Customer Service Manager Student Loan Aid 949.SLA.HELP [redacted] Student Loan Aid, LLC Office: (949) 752- Birch St, Newport Beach CA www.studentloanaid.us

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [redacted] , I emailed you Friday about the refund and it hasn't been issuedI went to my bank on Friday when I noticed the charge had been taken from my accountMy bank said that the check either bounced or there was a stop payment put on from your endPlease get back to about this issue and let me know when I can expect my refund Thank you, [redacted] Regards, [redacted]

Thank you for your responseI have attached the copy of the refund issued to Ms [redacted] We made sure she got a full refund to settle the matter and take care of her as a ClientWe attempted to contact her to follow up after clearing the funds but she never got back to us.I appreciate your assistance in updating the final outcome of this complaintShould we have anything else pending, I will be glad to be of service

[redacted] Revdex.com ID [redacted] I got a message from the Revdex.com with the client's compliant today, 10/8/2014, and I did not see she had called in to our company after she signed up on Aug 22, Myself & our other Compliance manager ***, has called the client to discuss her compliant today, 10/8/at 3:30pm PST & 4pm PST to discuss her reasons to cancel After reviewing her compliant & hearing what the client had to say unfortunately we cannot issue her a refund Per the agreement she signed on August 22nd, under the Service Agreement Line 18, she is past the “Day Refund Period," from the date she had signed the agreement SLA had already completed the consolidation of her student loans, and her payments have already been applied towards that purpose I let the client know if she would like a copy of her agreement mailed to her in writing, we can provide that but she should already have that in her email inbox I also wanted to be sure there was a smooth transition away from our services that she's not left in the dark So I explained I will have Melissa Hansen, one of our head processors forward to her email the summary of her completed consolidation Although she may have been unhappy with our service, I informed her she is still able to take advantage of the benefits for her student loans under the new program she has been accepted into Also I made clear in the message I sent her, per her request, that I have confirmed her cancellation with the services of Student Loan Aid, as effective 10/8/her business with SLA has ended And she is taken out of the billing cycle and SLA processors have stopped working on her file as of today, 10/8/ I let her know If she did have questions or need assistance with the next step on her own, she may still contact me with the information I provided the same as below Regards, [redacted] Compliance & Customer Service Manager Student Loan Aid [redacted] Student Loan Aid, LLC Office: (949) 752- Birch St, Newport Beach CA www.studentloanaid.us This e-mail message may contain confidential or legally privileged information and is intended only for the use of the intended recipient(s)Any unauthorized disclosure, dissemination, distribution, copying or the taking of any action in reliance on the information herein is prohibitedE-mails are not secure and cannot be guaranteed to be error free as they can be intercepted, amended, or contain virusesAnyone who communicates with us by e-mail is deemed to have accepted these risksCompany Name is not responsible for errors or omissions in this message and denies any responsibility for any damage arising from the use of e-mailAny opinion and other statement contained in this message and any attachment are solely those of the author and do not necessarily represent those of the company

To Whom It May Concern: I would like to Thank You in advance for the opportunity to address [redacted] concerns about our successfully completed serviceI will refer to [redacted] as "Client" from hereonClient entered services on April 17th, Client's student loans were successfully consolidated and a repayment program placement followed immediatelyBased on Client's reported income; Client was confirmed approved for the Income-based Repayment plan (a.k.aIBR) for a monthly payment of $Client was fully explained this is a student assistance program fully controlled by the Department of EducationClient agreed to our Processing Services to assist her complete both: Consolidation and Repayment Program PlacementClient was fully disclosed of all service conditions, terms and fees associated with theseClient fully agreed and successfully completed her payment obligations for our completed services as fully agreed via a master service agreement fully rendered and closed on September 28th, An approval letter from our company was both, emailed and sent to Client via USPSI have confirmation of an opened email on the same day: September 28th, I am including the approval letter as proof of completed servicesClient is refund ineligible as per contractual obligations fully met.Best regards, [redacted]

[redacted] , I had become aware of your compliant today 10/20/2014, when I spoke with [redacted] at the San Diego Revdex.com I saw you had spoken with [redacted] , one of our Compliance Officers, on 10/9/and he had notated on your file that you were cancelled and would be issued a refund I'm sending this message to confirm your cancellation with the services of Student Loan Aid, as effective immediately your business with us has ended And you are taken out of the billing cycle and our processors have stopped working on your file as of 10/9/ Now with making certain the refund is properly issued to you, we need from you the email receipt of the $that should have been sent to you on 10/6/for your first payment Once we have received your email of that receipt we will expedite your refund right away Regards, This is a message send on behalf of [redacted] , Compliance & Customer Service Manager at Student Loan Aid [redacted] [redacted] *** [redacted] [redacted] [redacted] *** [redacted] [redacted] *** [redacted] This e-mail message may contain confidential or legally privileged information and is intended only for the use of the intended recipient(s)Any unauthorized disclosure, dissemination, distribution, copying or the taking of any action in reliance on the information herein is prohibitedE-mails are not secure and cannot be guaranteed to be error free as they can be intercepted, amended, or contain virusesAnyone who communicates with us by e-mail is deemed to have accepted these risksCompany Name is not responsible for errors or omissions in this message and denies any responsibility for any damage arising from the use of e-mailAny opinion and other statement contained in this message and any attachment are solely those of the author and do not necessarily represent those of the company

From: [redacted] < [redacted] >Date: Wed, Jan 21, at 12:PMSubject: Re: You have a new message from the Revdex.comTo: "[email protected]" Just FYIIssue has been resolvedThanks again for your followup

Thank you in advance for allowing us to address this client's concernsIt is unfortunate that Ms [redacted] (Client) feels that way about our companyIt is always our goal to ensure all clients are 100% satisfied with our servicesWe have completed our review of this client's request Please review:This Client entered into the Service Agreement on December 2nd, This Client was confirmed as eligible for the PSLF ProgramAt that time, her loans were placed into a forbearance program to allow the consolidation to go throughACS and NAVIENT were both placed into an active forbearance that was good through March 14th and 21st of On January 6th, 2015, we submitted the consolidation application through Fedloan for the ICR programClient was again confirmed as eligible for the PSLF programOn January 7th, the PSLF was successfully submittedWe received a request to update loan documents for that program; client only sent back pay stub and missed a 2nd pay stubOn Jan 12th, 2015, we requested the correct pay stubs from clientNo responseOn January 28th, we received a condescending email from client regarding the missing documents that had been requestedClient refused to submit documents to continue processing for the eligible programsAt that time, client had threatened us to file a Revdex.com complaintWe responded to her concerns and client decided to move forwardOn Feb 2nd, we received the pay stubs from client and these were successfully processedOn April 23rd, we were instructed to re-apply for the ICR program until the PSLF would go throughAnother forbearance was extended through Dec 2nd, Client had been past due and needed to get this processed to stop loans from going into defaultOn May 18th, forbearance was approved and activeOn September 24th, we were requested updated income documents from client but we never received them after numerous attemptsOn November 6th, 9th, and 10th we emailed client requesting documents; we finally received them on DecemberBy then, we requested the forbearance extension and approved through January 1st, This is the reason why client requested to cancelWe have exhausted our efforts to complete services with clientWe have honored her request to cancel and have emailed her the confirmation as wellFurthermore, client is not eligible for a refund as she was given the written confirmation of our fees:Fees for the ServicesThe fee to employ the services of Processing Services, or its designee, successor, affiliate or assignee which covers a Management Program Cost for the 1st Year, plus a Yearly Renewal Cost of $The fees and costs to employ the services of PS are stated in Section D of Schedule 1, which Schedule is attached and incorporated as a part of thisAgreementThe fee due to PS for the first year of service hereunder is referred to in Section D of Schedule as the “First Year PS Management Program Fee.” It is understood and agreed that this fee is to be divided up among an initial down payment amount and twelve (12) equal monthly payments thereafterThe down payment amount is described in Section D and Client agrees this amount is due and payable on the date specified in Section DClient agrees the monthly payment amounts are scheduled to occur each month on the day set forth in Section E of Schedule After Client has paid in full the First Year PS Management Program Fee for the first year of service, Client will then be eligible to continue to receive the Services from PS at the reduced rate of $stated in Section D of Schedule (referred to as the “ PS Program Continuation Fee”), divided into twelve (12) equal monthly payments, to be collected and paid each month on the date specified in Section E of Schedule Management Program Yearly Renewal is automatically renewed each year split into an even monthly payment option, unless otherwise indicated.Client allegations as to negative credit reporting and misleading her is falseThis is the confirmation of the Funds allocation and payment authorizations This was also a written statement disclosure on the Service AgreementPlease review:Funds Collected and Disbursed by PS’s Designated AgentTo allow for Client to have a single monthly payment and to better facilitate the collection of funds and payment of fees and/or student loan payments, the parties desire PS to engage the services of Payment Automation Network ("PAN") to provide account collection and payment distribution services, whereby PAN will collect funds from Client and distribute said funds to pay Client's student loan payments and/or PS's feesClient acknowledges that any student loan payments that are made through the services of PAN are an added benefit to Client but Client remains fully responsible for the repayment of Client's student loan(s) and Client will not hold PS liable for any loan not being paidClient understands that if PAN is unable to collect the required funds from Client as a result of returns, insufficient funds, chargebacks, account changes, suspensions or cancellations then no payment will be made on Client’s student loan(s)Payment AuthorizationClient hereby authorizes PAN, or its designee, successor or assignee, to deduct all payments due per this Agreement from Client's account with the financial institution listed in Section C of Schedule or from such other account that may be specified by Client from time to time (“Client’s Account”)Client understands that all amounts will be collected through an automatic recurring monthly debit to Client's AccountThis will be accomplished through Automated Clearing House processes (“ACH”)Client acknowledges and agrees to pay any service fees and costs charged by PAN as set forth in a separate agreement between Client and PANClient understands that PAN is a separate company from PS and PAN's fees are in addition to PS’s feesClient authorizes Client's financial institution to accept and to charge any debit entries initiated by PS or PAN, or their respective designee, successor or assignee, to Client’sAccountThis authorization for automatic withdrawal of fees/payments is to remain in full force and effect until PS has received written notice from Client of Client's termination of this Agreement in such time and such manner as to afford PS and PAN reasonable opportunity to actAfee/payment (whether paid by debit or other means) that is not honored by Client’s financial institution for any reason may be subject to a $service fee imposed by PS, the amount of which may be debited from Client’sAccountClient understands that PS’s fee for services hereunder is an amount is determined based on payments being made via automaticACH debit from Client’sAccountMonthly Payment Schedule;The total estimated recurring monthly payment amount that Client is to pay for the first year of service hereunder and which will be collected from Client’sAccount by PAN is set forth in Section E of Schedule (the “Estimate of Total Monthly Payment”)This amount is the sum of (a) an estimated amount to be collected from Client to pay Client’s student loan servicer(s) once the consolidation/restructure has been approved/completed, (b) any reserves or loan payments not included in the consolidation, (c) monthly installment of the Management Program Fee, and (d) PAN’s service feeClient understands the student loan consolidation/restructure approval process typically takes approximately days, and until the final loan payment amounts are finalized, Client authorizes PAN to deduct the Estimate of Total Monthly Payment from Client’s AccountClient request for a full refund has been deniedClient was given a day refund period and full money-back guaranteeThis was also a written statement disclosed to client:Cancellation; Fourteen Day Refund Period; Money-Back GuaranteeClient may cancel this Agreement and receive a full refund of all fees paid to PS if Client cancels within days from the Date of Signing this Agreement (the “Day Refund Period”)Client may also cancel this Agreement and PS will refund to Client 100% of any fees paid to PS by Client if Client is rejected for a student loan consolidation/restructure by DOE or Client’s loan servicer(s)If Client chooses to cancel, Client must do so in writing to the physical address Birch st, Newport Beach CA or by calling in and speaking with an authorized representative and receiving an confirmation cancellation emailTermination Upon Days’ NoticeEither party may terminate this Agreement by providing the other party written notice thereof, and thisAgreement shall then automatically terminate thirty (30) days after the date such notice is deliveredExcept as required by Section above, in the event Client terminates thisAgreement pursuant to this Section 7, PS shall not be obligated to refund to Client any fees collectedDirection to PAN Concerning Disposition of FundsClient authorizes PAN to act as the authorized agent to collect funds from Client and distribute said funds, according to the terms of this AgreementSpecifically, Client authorizes PAN to collect the payments from Client described in Section D and E of Schedule Client authorizes PAN to release to PS any amount of funds collected from Client allocable to fees due to PS, which includes the entire down payment amountPending the issuance of theApproval Letter, all funds collected during this period that are allocable to estimated student loan payment(s) (if applicable) will be held in escrow by PAN pending the issuance of theApproval LetterOnce theApproval Letter is issued, and provided Client has not previously cancelled or terminated thisAgreement pursuant to Section or above, then, in addition to releasing payments for fees due to PS, PAN will commence making payments to Client’sstudent loan servicer(s) from funds collected from Client, as specified in theApproval Letter or as otherwise directed by PSIf Client cancels or terminates thisAgreement pursuant to Section or 7, then any funds held with PAN in connection with this Agreement, which are not fees due to PS or PAN, will be released to Client; provided, however Client understands any funds that may have been previously released by PANto make a payment on Client’s student loan(s) will not be recoverable.Lastly, client failed to comply with providing us with the requested documentation from the Department of Education over and over againThe following disclosure within the Service Agreement confirm client her right to pursue financial assistance on her own "free of charge" and she continued to agreeing on our services all alongPlease review:Client to Provide Complete and Truthful Information; Client’s Annual IncomeClient understands that it is crucial for PS’s purposes that Client provides PS with truthful and accurate informationPS is entering into this Agreement and is agreeing to provide the Services described herein based on the information provided by ClientClient expressly represents and warrants to PS that Client has and will at all times provide PS with information that is complete, accurate and true to the best of Client's knowledge and beliefClient hereby represents to PS that to the best of Client’s knowledge and belief, Client’s annual income as of the date of thisAgreementProcedures for Annual RenewalClient understands that annually new information may be required to be submitted to DOE or Client’s student loan servicers in order to maintain Client in the best student loan repayment plan availableAnnually, three (3) months before Client’s annual loan program renewal is due, Client will provide updated financial information to PS so PS is able to timely process the new applications to be submitted to DOE or Client’s student loan servicerIf PS does not timely receive such information from Client prior to the due date for Client’s loan renewal application, in order to avoid Client’s student loan payment falling out of the previously approved loan program and potentially causing Client to be placed into a less desirable payment plan, Client authorizes PS to request, on Client’s behalf, for Client’s loan to be placed into a ninety (90) day forbearance status with DOE or Client’s loan servicer, in order to allow Client and PS additional time to obtain and submit the required updated information to complete Client’s renewal applicationIf after such day forbearance PS has been unable to obtain the necessary information from Client to complete Client’s renewal application with DOE or Client’s loan servicers, PS may then terminate this Agreement, and PS will notify Client of such termination by sending notice thereof tothe last known address for Client in PS’srecordsIndemnification and ReleaseClient hereby agrees to defend and hold harmless PS, or its designee, successor or assignee, from and against any liability of any nature whatsoever arising out of or in connection with Client’s breach, in whole or in part, of the representations and warranties herein containedClient understands that PS is not a financial advisor, tax advisor or attorneyClient should seek independent counsel from a qualified expert to offer Client with advice with respect to the Services to be provided by PS and the impact thereof on Client’s finances, taxes or loan related liabilityExcept for cause, Client unconditionally waives any right of action against PS, its officers, directors, employees, agents, attorneys, brokers and assigns, at law, equity or any other cause of action for any reason, directly, indirectly or proximately believed to arise out of thisAgreement, for any damages of any nature whatsoever that Client may incur by reason of Client following any recommendation of PS or Client’s failure to follow any recommendation of PS, whether any singular, concurrent or series of recommendations are acted upon or not acted upon in whole or in part by ClientFree HelpThe government has an array of free borrower-assistance programsFormer students can temporarily stop payments or make smaller ones because of hardships, such as an illness or job lossBorrowers can sign up for plans that tie payments to their incomes and the size of their familiesIn some cases, over time, the loans can be forgivenFormer students can consolidate multiple loans into a single debt with one paymentCustomer has been informed by Processing Services, LLC and understands this is a free service provided by the government and allows consumers to execute this service on their own behalf

Ms [redacted] (Client) retained our services on: February 3rd, 2016.Client was never requested upfront fees, the $client states we “asked for” were actually broken up initiation fees client was properly disclosed and informed aboutClient signed a Service Agreement disclosing all services terms, conditions, and fees involvedNever was the client lied to about our managing/processing servicesThe forbearance client states we filed on her behalf was to avoid default while her student loan consolidation took place followed by a repayment plan/program placementClient was thoroughly disclosed all of the above (recording is available if requested by legal counsel)Client spoke to my associate, [redacted] , and agreed to continue with our servicesWhen I, [redacted] , personally called client to corroborate her agreement to continue services is when Client blocked all communication and was informed of this complaint the same day.As a way to resolve this issue, we agreed to reimburse Client service fees through her financial institutionWe do have a copy of the signed Service Agreement which could have been utilized as a way to show for the legitimate transaction Client agreed to including all involved fees associated with our servicesWe do apologize if the Client has been inconvenienced but strongly recommend Client to fully read any/all Service Agreements before hiring ANY type of services in the futureBest regards, [redacted] Retention Dept Manager

To Whom It May Concern: Thank you in advance for allowing us to address [redacted] (Client) concernsWe have completed a thorough review of her account and have determined we completed the Repayment Program Placement for Client accordingly [redacted] had already completed her consolidation on her ownThe payments she made to us were all part of her program placementThe reason for the delay was due to inability to access important student loan information per Client's request We couldn't access the information until Client finally agreed to assist us with that issueWe completed the IDR program placement for Client and agree to resolve her complaint by reimbursing her all reoccurring payments totalling $Client agreed to the initial, non-refundable initial paymentI have included copies of the IDR application submitted on behalf of Client as Proof of Completed Services as well as the copy of the Credit Agreement necessary to complete and return for immediate processing of Client's refund We apologize for the delay and look forward to finalizing Client's refund as soon as the agreement is received Best, [redacted] Client Resolutions Manager 1-800-269-Ext***

[redacted] < [redacted] >Feb (days ago)to ***, [redacted] ,I have taken this matter to [redacted] and he will be issuing the refund.I apologize the billing issues and we did follow up that day ensure that is all taken care of accordingly.I confirmed that the refund has been sent in the form of a check and I understand you deem that as acceptable[redacted] , please email us to respond back when he has received the refund to know everything is settled on your account.Regards, [redacted] ***