Student Loan Aid

To Whom It May Concern:Thank you in advance for allowing us to address Ms*** ***'s (Client) concernsIt is always our company's goal to ensure client's are 100% satisfied with our servicesThis is not an exception and we have completed a full review of this client's requestPlease
review:Dear Ms*** ***,You were approved for the incorrect program since April 17th, This was the Standard program at $for moseffective June 12th, We disclosed this information to you and admitted the error was actually not on our end; it was Fedloan's errorAt that time, we re-applied for the correct program (PAYE -Pay as you earn Program) via certified letterYou were also informed of this accordinglyFurthermore, you contacted us on June 15th, to update your new address and new employer informationAt that time, we requested updated income documentation from youYou said you would submit the documentation and call to confirm receiptWe never received neither the documentation nor a call back from youYou then contacted us on October 12th, requesting an updateWe apologized to you as we had no update since we had never received your income documentationYou were upset and again; confirmed you would submit your documentation as soon as you possibly couldNo documents were ever receivedOn November 9th, we informed you financial information had to be renewed for the PAYE programWe never heard back from you againLastly, on February 3rd, you called to cancelWe confirmed your request by sending you an emailSee copy of email confirmation below:---11:AM (minutes ago)to *** This is the response of Student Services with respect to your request to cancel services for a student loan consolidation with lower repayment termsYour request has been approved, and this email constitutes confirmation of said CancellationPlease be advised that your Federal Student Loans will no longer be managed by Student Services, and that any confidential or private information that you have provided will be properly disposed ofAt this time, with services being terminated, no further payments will be collected from you and your account has been closed. Should you have a change in circumstances that may require lower repayment terms in the near future; we encourage you to reach out to us, as we are here to ensure that your student loan payments continue to meet your needsWe are here to help simplify your loan repayments by centralizing your loans to one bill with lower monthly student loan paymentsWith no limit to when or how often you may change repayment plans with your loan servicer, subject to eligibility requirements, we are happy to assist you in the future should you have a change in circumstancesThank you for considering Student ServicesShould you have any additional questions or concerns, please do not hesitate to contact the undersigned.Client:*** ***---In conclusion, we have completed our services with Ms*** *** (Client)Client is not eligible for a refund due to services completedWe were unable to confirm client under the correct program due to the failure to comply with the repeatedly requested documentationClient was also given her right to cancel services within days of entering into the Service Agreement for a full refundWe appreciate this opportunity and confirmation of our final decision.Best regards,Cancellations Dept

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Hi ***,
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 your refund, of $473.24 that was done as of Monday, 11/3/
This refund should clear into your account by this Friday
Also remember to check your bank on Friday to make sure you've received this refund, and email me letting me know that has cleared back to you this way we can cover our bases
--Regards,
*** ***
Compliance &
Customer Service Manager
Student Loan Aid
Compliance Dept:
Main line:
949.SLA.HELP
***
Student Loan Aid, LLC Office: (949) 752-4357
Birch St, Newport Beach CA 92660
http:\\www.slahelp.org
This e-mail message may contain confidential

We have already spoken to Ms*** *** and addressed all of her concerns, She was upset due to the fact that she was still able to access her online account through our WebsiteWhich she only had access to by Creating a Username and PasswordWhen we spoke she explained to me that she did not
feel comfortable with her information still being on the Web Site and I did assure her that it would be taken care of and removed permanentlyClient did call us back and stated that she would contact the Revdex.com and let you know that the situation has been Resolved

*** *** Revdex.com ID ***,We have received the your complaint from the Revdex.com this morning 1/27, I had called you twice and left you a voicemail to contact me back.In your complaint you stated you had tried to call us and you left several voicemails, but as I pulled up the call records you never left a voicemailIn fact you only called in twice but both times were on a Saturday with no voicemail.The paperwork you wanted about the forbearance is already disclosed in the enrollment agreement and you signed off on thatWe have the recording of your call with the agent ***, she explained that you would have a forbearance on your loans during the consolidation that was explicitly stated verbally and again also is on the document you signed.Also a supervisor Robert Davis & the agent *** had tried you over times on your phone to reach back to you so you could speak with our processing team for the very important verification welcome call Now in regards to a refund that can be easily settled once you speak with an authorized representative in our client resolutions dept.I'll be able to assist you with that, but first I need you speak with you directly to go over the status of your account and settle this with you promptly.Please call me back 9am-6pm PST at ***As well as your privacy concerns, as stated on the enrollment agreement & on our website we take great lengths to ensure our clients private-nonpublic information is protected.Our policy is that a cancelled clients file is expunge from our system months after a client cancels unless a written request is received from a client to do that sooner.Again in order to refund and settle this matter call me back as you can, so we can resolve this accordingly.--Regards,*** ***SeniorComplianceManagerStudent Loan AidCompliance Dept:***Main line:949.SLA.HELP***

***,We have received your complaint from the Revdex.com this afternoon 12/16, I saw you had signed up on 12/at 3:pm & at 4:27pm that day you called to put your program on hold until you did more research.What happens with a client that wants to put a hold or cancel in the
first hours, their application is not even submitted to billing or processing. Below is showing on Dec 4th when you called in again, it was confirmed you were never sent to be billed.GeneralDec 4, 2014, 9:am*** ***client was never sent to pan to be billed - still in new statusdeleteI reached out to you today at 9:30am PST & I am sending this message to confirm your cancellation with the services of Student Loan Aid, as per requested.I am now going to be more hands on with the customer services & the dept responsible for client cancellations to improve communication.And we did confirm you are taken out of the billing cycle and our processors have stopped working on your file as of the day you signed up on 12/1/2014.The your first payment date was scheduled to be drafted December 30th, and you will not be billed.We honor our clients concerns & requests within a reasonable period of time.There is no cause for concern, again the you will not be billed for services you have not received.As well as for our clients private-nonpublic information we take great lengths to ensure that is protected.Our policy is that a cancelled clients file is expunge from our system months after a client cancels unless a written request is received from a client to do that sooner.We appreciated the opportunity that you had thought to use our service and we regret that we are no longer doing business together.--Regards,*** *** *
*** *** ***Student Loan AidCompliance Dept:***

***,We will honor your request for your information to be expunged from our system.I got the approval from our GM, *** Unwar, he authorized to remove your file from our system.He did want to speak with you to confirm that has been done.Please respond with a time for him to get in touch with you, or give us a call our dept: *** *** ***9-6PST M-F--Regards,*** ***Compliance &Customer Service ManagerStudent Loan AidCompliance Dept:***Main line:949.SLA.HELP752.4357***

***,I reached out to you today and so you know we are rectifying the situation with you, making sure we return your payments.We are wiring all our customers that need outstanding refunds today, 12/8/2014Nothing is more important than Honoring our commitment to our customers even though no
business further will be conducted with you.You can expect that to clear to your account by the follow day.Please respond to the Revdex.com once you have received it to let them know we have rectified the situation with you.--Regards, *** ***Compliance &Customer Service ManagerStudent Loan AidCompliance Dept:***Main line:949.SLA.HELP752.4357***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

*** *** Confirmation of Cancellation Revdex.com ID ***
We have received the client's complaint from the Revdex.com this afternoon 11/8, Oct 22nd the client had emailed SLA, it was received by the processing team at 6:pm, her file was declined to be submitted to
processing due to her request to cancelThe email for her cancellation was received the same afternoon, she had signed up at 4:pm that day
I am disappointed if the client had felt she was treated anything less than professionallyI am following up with a stern appropriate action with that agent to ensure compliance, and customer service standards are met
I have just sent the client a message to confirm her cancellation with the services of Student Loan Aid, as per requested
And we did confirm she was taken out of the billing cycle and our processors have stopped working on her file as of 10/22/
The client's first payment date was scheduled to be drafted late November, and she will not be billed
We honor our clients concerns & requests within a reasonable period of time
There is no cause for concern, again the client will not be billed for services she has not received
As well as for our clients private-nonpublic information we take great lengths to ensure that is protected
Our policy is that a cancelled clients file is expunge from our system months after a client cancels unless a written request is received from a client to do that sooner
We appreciated the opportunity that the client had thought to use our service and we regret that we are no longer doing business together
--Regards,
*** ***
Compliance &
Customer Service Manager
Student Loan Aid
Compliance Dept:
***
Main line:
949.SLA.HELP
***
Student Loan Aid, LLC Office: (949) 752-4357
Birch St, Newport Beach CA 92660
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

To Whom It May Concern:We would like to thank you in advance for allowing our Company to address *** ***'s (Client) concenrsAlthough we tried our best to address Client's concerns by answering all questions and explaining process with full detail; Client refused to deal with us directlyWe
acknowledge Revdex.com as a great mediator to ensure both "sides of the story" are expressed and, most importantly, clarified accordinglyHere are the results of our internal investigationPlease review:This Client came to us for services on Jan 6th, We confirmed client's loans with Mohela were on a IBR at $payments at the time and that was good through Feb 2nd, On Feb 24th, 2015, Client called in and stated that she wanted more information on the status of the consolidation of her student loansWe provided her with an update and client confirmed full understanding of our services (terms, fees and time frame for completion)On February 27th, Client called in because she was receiving letters from Mohela stating she was "past-due"We informed client we were in the process of filing a forbearance to ensure the loans remained in good standing and allow time for the consolidation to be completedClient understood explanation, was clarified service fees involved again and fully agreed to move forward to complete the consolidation of her student loans with our processing servicesOn March 2nd, 2015, we processed a monthly forbearance good thru every 28th of the month (it was re-requested until the consolidation was completed)On March 9th, we applied for the IBR "income based repayment" plan and approved on April 16th, This approval went into effect on May 7th, On June 22nd, 2015, we processed income-related documentation requested for the IBR programThese documents were obtained from Client (once again proving that she was aware we were a processing company working on consolidating her loans)On July 1st, 2015, the final approval letter was emailed to ClientOn October 13th, 2015, we completed services and updated our system as "Processing completed: Approval Completed"Lastly, on February 12th, 2016, Client contacted our office upset due to "not being told payments to us were not applied to her loans" and requested to cancel servicesOn February 12th, 2016, client was contacted by a Company manager and was told she was ready to file a police report against our CompanyAt that time, she was once again clarified all Service Agreement terms, fees involved and processing turn times all over againClient never expressed disinterest in our work and services until she was finalized and approved with her consolidation. We are sorry our client feels that way about our CompanyOur services are transperant and have got 100% client satisfaction guaranteeCopies of recorded calls, emails and documents are available as proof of all of the above information and statementsThis is our final position on this matter.Best regards,Retentions/Legal Department

***,I've emailed you, left a voicemail, and am emailing you againI still have not received my refund or any details about the status/progress of it.Again, I have not received my refund of $(split into two repayments) or the $fee from when the previous check bouncedPlease respond to me at this email (***@gmail.com) or by phone (***) to inform me what you are planning to do and when I can expect my money returned

I first want to say thank you very very much, the dispute has been resolved and I have no doubt the Revdex.com gets all the credit, thank youAnd to the company's credit, they went above and beyond what I'd been asking for to resolve this complaintMr.*** called me tonight to reassure me that I've been removed from the billing cycle and they did deposit a refund directly into the accountThank you again and please close my complaint

Hi *** ,
I
became aware of your decision to cancel your consolidation from the Revdex.com
as of yesterday 10/16/
I am issuing a refund and making sure you are taken out of the billing cycle
I'm having that refund processed and sent out today, it may take up to
3-business days for you received that refund
If
you can let me know when you have received that check that would appreciated so
we can close this compliant
My
direct line is ***
Thank you,
*** ***
*** *
*** *** ***
*** *** ***
***
***
***
*** *** *** *** *** *** *** *** *** *** *** *** ** ***
***
*** *** *** *** *** *** ** *** *** *** *** ** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** ** *** *** ** *** *** ** *** ** *** *** *** ** *** *** *** *** *** *** *** ** *** ** ** *** *** ** *** *** ** *** *** ** *** *** *** *** *** *** ** ** *** ** *** ** *** *** *** *** *** *** ** *** *** *** *** ** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** ** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*** ***

*** & ***,We have been emailing back and forth last week and we are rectifying the situation with you, making sure we return your payments.We are wiring all our customers that need outstanding refunds today, 12/8/2014Nothing is more important than Honoring our commitment to our customers
even though no business further will be conducted with you.You can expect that to clear to your account by the follow day.--Regards,*** ***Compliance & Customer Service ManagerStudent Loan Aid Compliance Dept:949.253.4098Main line:949.SLA.HELP 752.4357***Student Loan Aid, LLC Office: (949) 752-4357 Birch St, Newport Beach CA 92660 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

***,
I had spoken to you this morning, so again to reassure you, we are reissuing refunding your of $473.24, it will be in two separate refunds, one with the $coming from PAN (our new payment processor), and also $from Green our old processorThese refunds again may take 3-business days, please follow up with me by Monday to make sure that's been cleared back to you
Also I will forward you from my personal BofA account that $fee you incurred for the last reissued check which bounced
I hope when you receive your funds we can close this complaint
Thank you for your patience and understanding
--Regards,
*** ***
Compliance &
Customer Service Manager
Student Loan Aid
Compliance Dept:
Main line:
949.SLA.HELP
***

Dear Ms*** ***.Thank you in advance for the opportunity to respond to this complaintClient signed up for Student Loan Management and Application Assistance Services or May 12, The Management Program Client retained our company was broken down client successfully
confirmed completion Subsequently, of the year of services, a re-certification of her Repayment Program was neededUnfortunately, Client failed to supply us with essential proof of Income docuFrientation necessary to re-certify her lastly, Client expresses a great concern about contact changes made to her Servicer's accountThis was necessary to manage Client's student account white being represented by usIt was clearly stipulated in writing and verbally confirmed to Client over the telephoneClient acknowledged and approved of this via initials placed on her master Service Agreement fully executed by Client on May 12, 2014, Lastly, Client's concern about the toait forgiveness program is confirmed by being hat, by playing, she was being automatically forgiven of all debt when, if fact, it is cisarty disclosed in the attached proof interest on your loans accFies daily, adding to the overal balancs you will have to pay over the life of the loan(s)

With regards to *** ***, her first payment was scheduled 10/24/2014, and she cancelled yesterday, she has not been charged for our service.&n*sp;
I saw that ***, our floor
manager had
spoken to her yesterday
on 9/6/at 1pm
I had left her a message today at 9:am PST, with regard to her cancellation
I also sent her an email to confirm her cancellation as well
I made sure she is taken out of the billing
cycle & our processing team has stopped working on her file
effective immediately
I asked her email me back to confirm she had received this message&n*sp;so
we can close
this
compliant
Sincerely,
&n*sp;
*** ***
Compliance &
Customer Service Manager
Student Loan Aid
949.SLA.HELP
&n*sp;&n*sp;&n*sp;&n*sp;&n*sp;&n*sp;
***@studentloanaid.us

To Whom It May Concern:We would like to thank you in advance for allowing our Company to address Mr*** ***'s (Client) concernsWe had been managing Client's student loan account accordingly until he requested to cancel on March 1st, We honored his request and cancelled services per
Client's requestHe addressed his refund request and we have been working with client directlyI personally contacted client via both, telephone and email, to get him to complete an affidavit for his refund to be processed in the amount of $720.00.This will conclude Client complaint as we have agreed to reimbursing client to ensure 100% client satisfactionShould you have any additional questions/concerns; please do not hesitate to contact me directly.Best regards,*** **Retention DepartmentDirect: ***