Student Loan Aid

[redacted],I see on 12/31/2014 you spoke with [redacted], and he resolved your concerns and as I understand you are continuing with the program.Any further questions or concerns you can address them also to myself, I am a compliance manager here. Anything you need you with regard to your account I can assist...

you no problem.Since we have taken care of your compliant if you can please respond to the Revdex.com that everything is settled for you that would be much appreciated.Again I know he gave you a lot of information, and rest assured we can be with you every step of the way through this. If you have questions, or need help please don’t hesitate to reach out to me.--Regards,[redacted]
[redacted]Student Loan AidCompliance Dept:[redacted]
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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.
Mr. [redacted], I received a wire transfer from Processing Services LLC in the amount of $676.74 on 12/9/14. My bank then proceeded to charge my account $15.00 for a wire transfer charge. While I realize you were attempting to take quick action on the matter as a response to my complaint to the Revdex.com, I never authorized for you to make a wire transfer to my account, and would not have in the event that my account is not set up to receive them.  I ask that Processing Services LLC issue me a check in the amount of $15.00 in order to refund to me the full amount I am entitled to. I will consider our situation regarding the refund rectified once I have received my refund in full.As far as the entire situation being rectified, I also requested that your company release control of my loans to the original loan servicer, dispose of any and all of my personal information, and to provide documentation that these actions have been completed. Please see to these issues.Sincerely,[redacted]

Please allow up to Friday 1/5 for the refund to clear back to your account, it has been sent, and confirmed with the Billing Dept.--Regards, [redacted]Compliance & Customer Service ManagerStudent Loan Aid Compliance Dept:949.253.4006Main line:949.SLA.HELP       752.4357[redacted]@slahelp.orgStudent Loan Aid, LLC Office: (949) 752-4357 4931 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 prohibited. E-mails are not secure and cannot be guaranteed to be error free as they can be intercepted, amended, or contain viruses. Anyone who communicates with us by e-mail is deemed to have accepted these risks. Company Name is not responsible for errors or omissions in this message and denies any responsibility for any damage     arising from the use of e-mail. Any 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.

Thank you for your response. I 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 Client. We 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 complaint. Should we have anything else pending, I will be glad to be of service.

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.
Good morning, I filed a complaint with the Revdex.com a week or so ago and marked it as closed when I received your email. I thought that was my only option and was slightly confused about the choice considering nothing had been resolved yet. The company I had filed the report about had promised to have the money back in my account between Monday and Wednesday of last week (November 24-26). It is now December 1st and I still do not have my refund. Is there any way I could undo my closing of the complaint? I have called the company and emailed the compliance officer assigned to my case but have gotten no responses. 
Regards,
[redacted]

Hi [redacted] ,
I got a message from the Revdex.com with your compliant, and I saw that [redacted], one of our billing accountants had spoken to you yesterday 10/21/2014.
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,





                 
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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 prohibited. E-mails are not secure and cannot be guaranteed to be error free as they can be intercepted, amended, or contain viruses. Anyone who communicates with us by e-mail is deemed to have accepted these risks. Company Name is not responsible for errors or omissions in this message and denies any responsibility for any damage     arising from the use of e-mail. Any 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 would like to close my complaint ID [redacted] on Student Loan Aid.  Shortly after I filed the complaint they finally contacted me and my account is now closed.  Thank you.
 I would like to close my complaint ID [redacted] on Student Loan Aid.  Shortly after I filed the complaint...

they finally contacted me and my account is now closed.  Thank you.

To Whom It May Concern: We appreciate the opportunity to respond to this complaint. It is unfortunate this matter has reached this point as we have spoken to this client multiple times and tried to address any issues they may have had. This client contacted us because they had a few...

questions regarding their program. Each time our representatives thoroughly explained to the client that we successfully consolidated all of client's loans and successfully were able to help client be placed in an income based repayment plan with a zero ($0) dollar repayment. It was explained to client that our company did all work we promised to do on her behalf. It was also made clear to client that we are NOT her lender, this is clearly set out in our agreement and was explained over the phone numerous times. This client wanted to know if they can make bigger payments to their lender in order to pay off their loans more quickly, we advised client that they can do that, but they did not have too as their lender approved them for a $0 payment based on their income, however it was up to them. We understand clients may have questions and/or concerns, this is why we take every necessary step to make ourselves readily valuable to our clients and explain everything to them in great detail. Our last communication with client was ended with the client feeling satisfied, thus we are a bit surprised as to this complaint. Nonetheless, we hope this matter has been cleared up.

[redacted]<[redacted]>10:49 AM (9 minutes ago)tome,[redacted]Hello [redacted],I have received the refund and will notify the Revdex.com. Thank you.

[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]       752.4357[redacted]Student Loan Aid, LLC Office: [redacted] 4931 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 prohibited. E-mails are not secure and cannot be guaranteed to be error free as they can be intercepted, amended, or contain viruses. Anyone who communicates with us by e-mail is deemed to have accepted these risks. Company Name is not responsible for errors or omissions in this message and denies any responsibility for any damage     arising from the use of e-mail. Any 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.

Unfortunately, Client was under the assumption it was only going to take $688.01 to be placed on a "program" that would completely wipe her student loan debt. This is a false statement made by Client. The 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 paperwork. When Client was confirmed in the program, the approval letter clearly discloses the amounts to be paid and the length of program. Client failed to manage her student loans and we are not liable for this. Client will not get a refund based on completed services. Confirmation has already been submitted. This Client's account was confirmed closed.

As previously explained, it was clearly explained to the client all of the services we would be providing and all the fees client was to pay for these services once they had been provided. It is also clearly spelled out in our agreement that Client has signed. This client was provided services in FULL by our company. Her loans were consolidated and she was program placed into a repayment program with a $0 dollar payment. This is exactly what our company had promised the client we would do. Also, all fees were thoroughly explained to the client, on multiple occasions, including when Client called in and needed further clarification. The fees we charged to Client were also clearly and unambiguously spelled out for the client in the agreement client signed. Thus, client was made aware of all fees on multiple occasions. It is clearly and conspicuously spelled out in our agreement and was explained over the phone to client directly that we are in no way affiliated with their loan service provider or the government. Client was made very well aware of this. Client has admitted that they had an unauthorized third part on the call when client called us, this was never brought to our attention. The last time client called into our office it was explained to her that the government forgives loans after 25 years of repayment (including $0 repayments). Thus, it was further explained that based on her income she did not have to make larger payments, but our representative explained to client that Client could make any payments they wished to as we are not their loan servicer nor the government or have any affiliation with either. Again, client was made fully aware that the fee she paid was for our services was to consolidate her loans and place her in favorable program placement, which is what was done for client. All of client's loans were consolidated and client was placed in a $0 repayment. We understand clients may have a change of heart or become misinformed by other sources as the process is moving along, this is why  we have a liberal, no-questions asked money back guarantee and offer clients 14 days to cancel their enrollment and receive all money back. However, in this case, client did not chose to cancel within the 14 days and ALL work promised to be done for client has already been done. Thus, it would not be fair for us to refund client any money back at this point for all work completed on client's behalf, placing client in a favorable $0 repayment on their loan(s), which is the reason why client sought our services to begin with. We hope this matter may now be settled once and for all as we have explained in full above the reasons behind our position. We appreciate the opportunity to respond.

[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 10/9/2014 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 10/9/2014.
Now with making certain the refund is properly issued to you, we need from you the email receipt of the $350.00 that should have been sent to you on 10/6/2014 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.



 


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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 prohibited. E-mails are not secure and cannot be guaranteed to be error free as they can be intercepted, amended, or contain viruses. Anyone who communicates with us by e-mail is deemed to have accepted these risks. Company Name is not responsible for errors or omissions in this message and denies any responsibility for any damage arising from the use of e-mail. Any 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],I've attempted again to make contact with you today in regards to the status of your account. I left you a couple voicemails on Friday 3/27.  I still didn't get any call or email from you and when I tried you again today I couldn't leave a voice mail since your mailbox is...

full.When you cancelled on Friday 3/20 with Hunter, he filled out the paperwork for your refund. And your refund check was sent in the mail the following business day Monday 3/23. I pulled the recording and you did acknowledge that the refund is being sent as check in the mail and to allow up to 7-10 business days.Please give me a call at your earliest convenience so I can further assist you.--Regards,
[redacted]SeniorComplianceManagerStudent Loan AidCompliance Dept:[redacted]Main line:949.SLA.HELP752.4357[redacted]

March 24th, 2017To Whom it May Concern:I would like to thank you for the opportunity to respond to the above complaint. Ms. [redacted] (Client). Client must be confused about not being Contacted by us. We have been in constant communication with Client all along duration of Services (Proof of...

all communication is available upon request). Moreover, the reason why payments had not been applied to Client's student loans was due to working on the recertification of Client's repayment program that expired on May 21st, 2016. When we completed processing the documentation to recertify Client's program and provided Client with her new-qualified payment, the payment was much higher than the originally quoted monthly payment. This was due to Client's total household gross income being higher than the original confirmed amount due to Client filing taxes as "married jointly" thus requiring to have Client's spousal consent to take his income into consideration. Thus, Client's new qualified payment increased significantly and unable to cover the payment with the collected amount. We contacted Client to inform the payment amount increase and agreed to it. While completing the correct program placement, Client accumulated a credit that has already been fully reimbursed to Client (please review the attached Credit Agreement fully executed by Client). Please review the following information confirming we have fully satisfied Client per her requests:Check Number issued: [redacted]Date: March 21st, 2017Amount S412.75 Confirmed amount paid out to lender on Client's behalf: $1,263.50In conclusion, we apologize for any miscommunication taken place and appreciate Client's cooperation with having reached a resolution and have parted Ways in an amicable manner.Best regards,[redacted] Student Loan Aid

The wire was sent today for the amount of $463.00 for the refund for [redacted].Her account has been fully refunded please update the Revdex.com letting them know we have resolved this matter--Regards,[redacted]Student Loan Aid[redacted] Dept:[redacted]Main line:949.SLA.HELP752.4357[redacted]

We are in the process of getting everything taken care of for Mr. [redacted], I spoke to him in regards to his complaint to the Revdex.com. I have made him understand that services were rendered on our end and per the agreement we got him approved for the correct program. As a company we try and make sure that...

all clients are satisfied with the services provided and that is the reason that we have been in contact with him and are discussing a possible refund. At this time he understands that we have to review his account to see what type of refund he is eligible for. He also stated that once this is resolved he would contact the Revdex.com and let them know this has been resolved and met to his satisfaction.

[redacted],I see on 1/6/2015 you spoke with [redacted], and he resolved your concerns and as I understand you are being refunded.Please allow 5-7 business days to receive your refund check. I do apologize for the inconvenience that causes.Any further questions or concerns you can address them also to myself,...

I am a compliance manager here. Since we have taken care of your compliant if you can please respond to the Revdex.com that everything is settled for you that would be much appreciated.Again I know he gave you a lot of information, and rest assured we are available to address your concerns Monday-Friday 9am-6pm PST If you have questions, or need help please don’t hesitate to reach out to me.--Regards,[redacted]SeniorComplianceManagerStudent Loan AidCompliance Dept:###-###-####Main line:949.SLA.HELP752.4357[redacted]@slahelp.org

From: [redacted] <[redacted]>Date: Wed, Jan 21, 2015 at 12:59 PMSubject: Re: You have a new message from the Revdex.comTo: "[email protected]" <[email protected]>Just FYI. Issue has been resolved. Thanks again for your followup.

[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, 2014.
Myself
& our other Compliance manager [redacted], has called the client to discuss her...

compliant today, 10/8/2014 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 “14 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 10/8/2014 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, 10/8/2014.
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]


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Student Loan Aid, LLC
Office: (949) 752-4357
4931 Birch St, Newport Beach CA 92660
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
prohibited. E-mails are
not secure and cannot be guaranteed to be error free as they can be
intercepted, amended, or contain viruses. Anyone who communicates with
us by e-mail is
deemed to have accepted these risks. Company Name is not responsible
for errors or omissions in this message and denies any responsibility
for any damage
arising from the use of e-mail. Any 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.