Student Loan Managers

To whom it may concern, I appreciate the response as we care and want to resolve the issue accommodating both parties [redacted] is currently in the summary stage which mean her approval stage is days or less awayThis process does take 30-days and we have no control over this time frameHer consolidation was done much faster than normalOnce the approval comes in her current loan servicer will be paid offThe current servicer will not be paid until the approval is processedWe have days to cancel the the consolidation before it is approvedA representative by the name of Eve called and emailed [redacted] today to confirm she wants us to cancel the consolidationShe can move forward without us and still use the consolidation we have processed so she does not have to start all over againWe would gladly manage the consolidation for [redacted] but at this time it sounds as if she would like to part waysI will initiate the refund todayThe refund will be sent via ACH and take business days from Secured account services [redacted] please email [redacted] or call [redacted] to confirm canceling the consolidation as we are in the final stage before the time promisedIf you re apply it can take you another 30-days If you change your mind we are here to help and can guide you though any questions you haveI thank you for your time and will wait for your response Kind Regards, Student Loan Managers 888-995-ex# [redacted] help@@studentloanmanagers.com

Below is the correspondence going back and forth between the client [redacted] and [redacted] in our resolutions departmentAt this time we can offer a $credit to [redacted] 's account [redacted] will communicate this with [redacted] today Thank you for your time *** [redacted] [redacted] ***, Thank you for your emailI do appreciate itThere is no attachmentAlso are you agreeable to reduce the 1.5% by 1/as requested? [redacted] On Thursday, March 27, 4:PM, [redacted] Farfán wrote: Thank you for your swift response, it is greatly appreciatedI apologize if my tone was taken the wrong wayMy intention was never to offend you our valued clientI have read through the correspondence between you [redacted] and [redacted] previously Please remember there are no tones in an email and this is professional correspondence to resolve the issues and concerns you have I will acknowledge the miss/lack of communication from your last few emails with BrianAt this time I have stepped in to ensure you will be taken care of and responded to in a timely mannerPlease contact me going further if you need anythingMy contact information is below for your recordsI try to reply to emails within the hours of receiving themIf you ever do not get my reply within that time, please look at your spam or email again I have prepared a new contract for you to sign with the correct credit amount to reflect the accurate numbers as well as no down paymentPlease review the new contract and let me know if you have any questionsIf you feel I made an error in the attached contract please let me know where and whyI will also make the payments due next Friday, which is not set in stone, so if you wish to make it on a different date please let me knowWhen you feel comfortable with the new contract please sign and return so we can move forward I will await your response to move forward Thank you for your timePlease contact me for anything you need going forward

To whom it concern, The response is completely the truth and nothing but the truthThis client signed up to make a $down payment for the service we provide followed by payments of $for months thereafter No one apologized for taking $from this client as she signed a contract agreeing to this term and was read a compliance scriptThis client also signed a limited power of attorney allowing us to collect her mail so we an make sure the proper steps were taken in getting her in the program selected and to lower her paymentsThis client electronically signed all documents and has access to them at any timeOur contract is a month contract so she would not be paying for us for years as she statesAt month she has the option to renew or cancel her contract if she wishesAll details are clearly explained int he contracts this client signed at her own willwe worked for months before this clients payment even went through showing her we were here to provide excellent-service and assist her/I have attached the compliance script read and the service agreement the client singedShe has access to the site at any timeIf she needs assistance in logging in we are available and can reset her passwordWe are willing to continue helping this client but she needs to read through her contracts before accusing our company of lying and not following proper protocolWe are available days a week from 9am pst to 6pm pst to answer any questions he may have at this time Thank you for your time please let us know if you have any further information Kind Regards, United Advisors Group LLC Formally known as Student Loan Managers

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 Regards, [redacted] ***, Thank you for your responseI do have some issues with your correspondenceFor starters, I don't care for your tonePlease don't begin your response to me as though you have been doing me some grave favor, as your company has notI have been given the run around and spoken to different people with your company since I began because no one can seem to answer questions, reply back timely, provide accurate data, etcI did not ask for such chaosFrom day 1, I have always communicated via emailI have only had verbal conversation with your companyIf this was something that would be problematic then your company had every right to say that this relationship was not a good one and that you were not able to do thatInstead your company stated this was fine and they could work with me via emailYou can go back and check all email correspondences if you so desire as all the info is there if you have done your homeworkYou would need to look through email correspondences with [redacted] ***, ***, (other) and now you You make this email out to seem as though it is my fault that you are managing my private loans...I never asked you tooThis is something that was offeredSo please rethink the way in which you speak to me related to thisAgain, if you had read all the correspondences you would see thisIf this was something your company was unable to do, this is all that needed to be statedInstead, your company failed to follow up on these loans allowing for them not to be paid on time, and having my cosigner called and harassed by payment not being made which is absolutely unacceptableIf you are taking responsibility for managing my loans, I should not find out they are not being paid by defaultIf the terms on the loans had changed this was the responsibility that your company took on whether this is customary for you or not, you did Your going "above and beyond" is a jokePlease don't say such a ridiculous statement to me againCan you answer why the last emails I have sent to your employees have gone unanswered? This is how this got to the Revdex.com in the first placeIs ignoring your customers going above and beyond? Is not replaying to your customers going above and beyond? Is not answering the questions as to what the fees are for, your definition of going above and beyond? is my requesting a letter by a certain date in order to close on a home and being ignored by the first requests for this going above and beyond? Finally, on the third request I received a letter of which had all the wrong information and as I asked questions about this, I again never received any response back***, is this your definition of going above and beyond? Please tell me what it is that you have done, besides managing my private loans for FREE (of which let me remind you ...you offered to do) that indicates you have gone above and beyond? As for signing the documents, I indicated a long time ago that I would sign those however, the information on the documents was not correctLet me remind you ***, that I caught this error...not your company....but meIs it customary to send out legal documents and agreements with inaccurate information on them? Who is checking your documents to ensure they are accurate? Then [redacted] kept writing that it was very difficult to change the documentI shared with him that I would be out of town and unable to sign the papers for some time if he didn't get them to me by a certain time and dateAgain, all of this can be found in the email documentation ***, explain to me why it takes 2-weeks to change an agreement to be accurate when it should have been accurate in the first place?? And explain to me how your inefficiency of being able to produce accurate documents timely is my problem? And furthermore explain to me how this is another act of your company going above and beyond I really don't mean to be difficult and I am quite frustrated that it is even at this level, as this is ridiculous, but if you have taken the time to read all correspondences then you should know it is not a lack on my part of trying to resolve these issuesI have been trying to resolve these issues for months!! However in order to resolve issues, you must have communication both ways in which I have not hadMy file should indicate that I am only available via emailI have the most basic plan with minimal minutes as I have student loan debt and I do not need to pay for phone services more than minimal amountsI don't check voicemail but maybe once every two weeks as I have in all files that communication is via emailAgain this is no surpriseYour company knew this on day and agreed it would not be a problemI would advise that if your company is not able to comply with this to not accept this going forward with new clients If you want to send me a revised document that is accurate with no mistakes, allow for me to ask my detailed questions, and I receive sufficient answers timely, then I will sign these documents for the duration of the term through August I still disagree with your 1.5% terms of the fee as you have not offered me 1.5% of management that you have doneI have spent more time trying to get someone to talk to me and help me and cleaning up my credit report that your company accessed without authorization on more than one occasionI do not feel that that fee is appropriate and I think you would agree with that after all the issues I have shared with youI would rather remedy this through us and/or the mediation of the Revdex.com but I will not accept that as your going above and beyond and good customer servicewhat have you done for me and managed for that 2K? I think an amicable resolution to this would be 1/for the administrative costs you have incurredOther than that, you have only created additional problems for mePlease let me know what your thoughts are on this Sincerely, [redacted]

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 Regards, [redacted] I paid this company dollars as a fee to process this agreement and then an additional was taken out to be put toward my first paymentThis was not done and I was contacted by the department of education that I was in default and no payment had been madeThey want to only refund I feel they did not follow through on their agrement and should refund the total amount that was paid to them to I have worked out a satisfactory agreement with the Department of Education to continue paying my student loan to them and no longer trust student loan managers to act on my behalfI communicated this to one of their representatives who contacted me via email, but a couple of days later, he emailed me and said he resubmitted my application to the Deptof EducationI then had to call the Deptof Education to relay to them that I did not want them to accept the application and I wanted to continue working with themThey put a not in my file in regards to thisI also had to close my bank account and reopen it with a new number to be sure Student Loan Managers would not take any additional money from my account because I received an email from them saying that the $was set to be withdrawn again on March 3rd

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 [ Her response is partly trueWhen I talked to the sale representative back in July 2013, I believed that SLM was a Loan Servicing Company who has contract with Federal GovernmentI believed they would consolidate my loans where I can pay off my loan in yearsI explained to them that my annual income is low but I filed tax jointly with my spouseMy spouse made much more than I didThey said it would be alrightThey asked for my bank accountI told them that I did have my check book so I didn't remember the Routing numberThey said it was alrightThey can find the Routing number onlineThen few days later the fund wouldn't go throughThey called and I gave them the Routing NumberSince July 2013, they charged me more than $per month (Seven Times) until this month February I had made more than $up until todayI called FedLoan and Nelnet, all my contact information were changed to SLM contact information in CaliforniaAfter all the explaination, I learned that my loans were in forebearance and deferment statusOver $of interests were rollin on top of my principleWhen I started off with SLM, I owed $65000, now I owed $and I couldn't deduct any money I paid to SLM in my tax return this yearOn top of all that problem they gave me, my credit reports are incorrect and credit scores are reduced I did get a refund of $from Secure Debt Company yesterdey, February 19, When SLM called me to asked me on Monday, February 17, why I put a cancellation on my account at the bank, I asked them for a refundThey refused to return my moneyI called Secure Debt directly and closed out my accountSecure Debt said they sent $to SLM and can only refund the money that they hold I had been waiting for the 1098s from them to file my taxI called the toll free [redacted] for [redacted] or ext [redacted] for Customer ServiceAll the phone calls I made were cut off after the auto message I understand there is nothing you can do for meI wasted my entire paycheck on some dishonest people/company, that my most costly lesson for the dayI appreciate your effort and hopefully you can find a way to stop these companies from conning money from ignorant people such as myself Regards, [redacted] ***

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 Regards, [redacted] Their reply isn't the truth Someone called me and apologized after my bank took back the $in March when I made the complaint with the fraud deptthat I hadn't heard from the company and hadn't received any paperworkThere wasn't any insufficient funds with my account The bank said I authorized the monthly deductions so they would not do anything about thatI can get all my bank statements and correspondence, paper trailI know I can get my phone records proving calls that I made to secure account services which handles this company's payments from the so-called clientsAnd as far as their services, I was deceivedI was told there was only a one time fee with this company and that [redacted] has hidden fees At this time, based on the government guidelines I was paying [redacted] $because of my incomeWhy would I pay a company $a month to service a loan that they cannot legally service and the government will not even take money from me because my income is too low? Since I am working with the public school system I wanted the Public Service Loan ForgivenessI thought that was what this company was doing for me and I was definitely told that my payments were going into escrow toward my student loanThe company changed my loan from [redacted] to be serviced by [redacted] ***There isn't anything different between [redacted] and [redacted] and I still pay $because of my income but I'm out of over $for the Employment Certification for Public Service Loan Forgiveness form that I printed from the the federal student loan website for free I didn't need to change from [redacted] who had been servicing the loan for about years.(Proof, documents from [redacted] ) All I needed to do was to print out the form, fill it out, have my principal to fill out the employment section and sign it, then fax it to the federal loan programThe government dept gives the results to [redacted] That is what this company (sales rep) should have told me during the initial phone callInstead they saw dollar signs Like I stated before [redacted] didn't have anything about the loan forgiveness program, so the service I was seeking, never happenedI also had to ask [redacted] *** to take this company's address and phone number off my loanThere wasn't anything listed with my address or phone number [redacted] *** would have been sending all my documents to this company and I would never have known what was going on with my loanI also had to change my pin for the federal student loan websiteIf I hadn't called [redacted] I would never have known [redacted] had my loanIf I never had called [redacted] I would never have found out that I would have been paying this company for years and all that money would be going to this company and not toward my student loan [redacted] ***

To whom it may concern, This client signed up on 12/9/The down payment did not clear and it was returned for insufficient fundsThis client had many banking issue there fore after finally making a successful monthly payment 5/16/but still has not paid the down payment a this time On 12/26/we applied for the consolidation even though the payment had not clearedThe consolidation was canceled not on our request through the department of educationWe reapplied for he consolidation on 3/12/when re received the cancel notification of the first request The student loans were consolidated the first week of August and we received repayment terms on 8/19/Terms came back as the standard program so we called the client to get pay stubs so we can apply for the correct program through program placement This client has been working with our resolution department since 8/20/They have been trying to get pay stubs as we cant move forward without themThe client does not want to proceed as we have done everything we are suppose to even when they still have not paid a down payment payment and had months of insignificant fundsAll we need at this time is months pay stubs to complete the process and send the approval We take pride in our service and it is very important all clients get an efficient service following all necessary stepsWe let all of our clients know as they sign up there will be times we needs items form you and if you cant provide them we cant proceedThis is a very standard procedureWe are willing to finish the consolidation for this client but need pay stubs to proceedThank you four your time please let me know if you need any further information Kind Regards, United Advisors Group LLC

To whom it may concern, Thank you for notifying Student Loan Managers of our current complaint We have researched the file and been in contact with the client [redacted] signed up with our representative [redacted] on 7/12/ She signed up to have our company consolidate and manager her student loans This client started payments on 7/12/Her first payment was rejected due to an invalid /closed account After the payment was rejected successful payments have gone through At this point in the the process we created online access to Fed Loan (current lender) to ensure the information and loan balance were correct in order to start the consolidationAfter submitting the consolidation we received the repayment termsThe repayment terms were incorrect Next we accessed the clients taxesThe taxes came back higher then previously stated by the client We have been waiting for the client to send us current pay stubs to ensure the lower payment moving forward The consolidation is complete but we need the pay stubs to move forward and complete the approval process Once we received the pay stubs we can finalize the process and send the client the approval letter for her records On 2/13/The client emailed Secured Account Services our account administrator for all funds and informed them she wants to terminate her serviceAt this time the client was refund the balance in her account of $ After Student Loan Managers received this complaint one of our resolution specialist by the name of [redacted] called to discuss the situation with the client The client informed [redacted] that she is upset that she has only been consolidated and put in forbearance [redacted] explained the reason we put her into a forbearance is because we haven't received her pay stubs We have sent her emails and called her several timesThe last contact was Monday 2/17/ [redacted] called the client while she was driving and was not able to discuss At this time we would prefer to finish the process for the client but we are currently waiting on her to move forward [redacted] has provided the client with her contact information including phone, fax and email Without the proper documentation we can properly help our clients We are unable to move forward with out the pay stubs to submit to the lender If the client decides she wants to move forward she can contact us back at any time and we will help finish the process We thank you for your time if you need copies of the contracts or policy's please don't hesitate to contact us at any time Kind Regards, [redacted] *** Student Loan Managers [redacted] [redacted] ***

Thank you for informing us of this new complaint.
A representative by the name of *** and *** has been communicating with the clientAt this time we have decided to part ways and give the client a full refundThe client said he would contact the Revdex.com once he
received the refundThe consolidation is currently pending with the department of EducationWe will cancel the submission so the client can proceed on their ownThank you for your time please let me know if you need any further information at this time.
Kind Regards,
United Advisors Group LLC

*** *** signed up on 2/19/to
take advantage of our services
The down payment was drafted on
2/and cleared on 2/she did not complete her welcome call with us
We called her for a welcome call
with no answerWe
do explain this call is mandatory to ensure we have the
proper information to move forward
Her consolidation was submitted on
3/7/ The consolidation takes 30-days depending on the department
of Education
We can still proceed and move
forward with the processSome servicers accept the Power of Attorney and some don’t.
At this time we have done
everything we said we would and are on schedule waiting to receive the summary
to verify the loan consolidation details then proceeding to the approvalThe
department of Education takes 30-days to process the consolidation and we can’t
do anything to change the time frameWe are at a standstill until we receive
the summary letter from the department of educationA representative by the
name of *** spoke to *** on 3/ addressing concernsThe concern at
that time was the power of attorney singed by *** *** was not accepted by the
servicer which is not uncommon After
the client *** spoke with *** she was ready to move forward with our services
She has ***’s contact information and can call her any time to get her
questions answeredWe are available between 9am-6pm Monday through Friday for
any questionsWe look forward to working with *** going forward while
managing her student loans.
Thank you for your time please contact us if you need any further information.
Kind Regards,
Student Loan Advisors Group
***

Ms*** ***,
Our resolution Manager has been trying to get you on the phoneStudent
Loan Managers is in the
business of managing Client’s student loans and
improving Client’s Federal Student LoanWe are not a non-profit organization;
therefore we charge 1.5% of your total loan balance for the first year, and
every year thereafter is only $492.00, should you choose to work with usYour total
loan balance is $150,of which your 1st year fee should actually be
$2,252.84, (on the contract is only shows $131,and a fee of $1,970.61) Instead we have been managing your private loans free of charge. Our company provides a service like your accountant does in preparing your taxes. There has
never been an issue with your Federal loans, those are current and in the
correct programSo according to our contract, our job is done until August,
when we have to renew the programIn other words we have no legal
responsibility to manage your private loans.
Your private loans are the only loans that we
have the issues with, and again, we have been helping you with them for FREE
There is always a payment processor fee, no
matter what company you have your loans withHowever, if not all, almost all
companies do not have a full disclosure and do not tell you about it, they just
include in into your monthly paymentsThe monthly installments of management
program, is that first years payments divided up over the yearIf you all that
amount up you get the 1.5% feeYou are not paying that twice, if you look at
your bank statements you will see that you have never made a $1,payment
to usthe contract you signed has this information as well which you can log into the CRM at any time to view your contracts or save to your computer at any time.
We would like to address your statement “been doing a very poor job of managing
anything”In fact we have gone above and beyond helping you outWe have also
had an extremely hard time since you are unavailable to speak over the phone
due to your work schedule The reason there was a problem in the first
place was because Sallie Mae ended the interest only payment you were making
before and that is when *** advised you’re to increase your payments to pay
on the principalHowever for us to do so we need you to sign the new contract
that shows your new monthly payment.
At this time we would like to talk to you to ensure we are all ont he same page and move forwardPlease email us back so we can schedule a set appointment to discuss over the phone as it will be more proactive then emailAt this time we can address your concerns and answer all of your questionsI look forward in hearing forn you soon to resolve all issues you are having and move forwardI thank you for your time.
Best Regards,
Student Loan Managers/United Advisors Group
Armstrong Ave Unit 220,
Irvine, CA
(888) 995-Ext ***
(888) 995-Ext ***
(888) 530-Fax

Thank you for notifying us of the complaint from *** ***We have taken a look at the account to address her concerns.
background-">The client signed up on 1/13/agreeing to make a down payment of $on 1/27/which she didAt this time her
trust account has $in the balance*** consolidation was submitted 2/26/but should have been submitted the
first week of FebruaryThe person that was in charge of the file is no longer with us as they were not managing there files
in a timely mannerWe have let a few employees go and restructured our processing department to ensure this does not happen againAt this time we can refund The $to the client or we can continue and have a manager watch over her file
to make sure she is take care ofWe will need the client to let us know if she wants us to cancel the consolidation that was started.
We pride our company on taking care of our clients and eliminate any issues that ariseWe would like to talk to *** and agree
upon a solution moving forwardOur clients are the most important part of our business and we will continue to make changes to
ensure that client is taken care ofI thank you for your time please let me know who you would like to proceed
Student Loan Managers
(888)995-
[email protected]

To whom it concern,
 
The response is completely the truth and nothing but the truth. This client signed up to make a $200 down payment for the service we provide followed by 12 payments of $137.24 for 12 months thereafter.  No one apologized for taking $200 from this client as she signed a contract agreeing to this term and was read a compliance script. This client also signed a limited power of attorney allowing us to collect her mail so we an make sure the proper steps were taken in getting her in the program selected and to lower her payments. This client electronically signed all documents and has access to them at any time. Our contract is a 12 month contract so she would not be paying for us for years as she states. At month 12 she has the option to renew or cancel her contract if she wishes. All details are clearly explained int he contracts this client signed at her own will. we worked for months before this clients payment even went through showing her we were here to provide excellent-service and assist her/. I have attached the compliance script read and the service agreement the client singed. She has access to the site at any time. If she needs assistance in logging in we are available and can reset her password. We are willing to continue helping this client but she needs to read through her contracts before accusing our company of lying and not following proper protocol. We are available 5 days a week from 9am pst to 6pm pst to answer any questions he may have at this time. 
 
Thank you for your time please let us know if you have any further information. 
 
 
Kind Regards,
 
 
 
United Advisors Group LLC.
Formally known as Student Loan Managers

To whom it may concern,
 
This client has been refunded and will no longer be using our service. Please let me know if you need any further information. 
 
 
Kind Regards,
 
Student Loan...

Managers

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.
[ Her response is partly true. When I talked to the sale representative back in July 2013, I believed that SLM was a Loan Servicing Company who has contract with Federal Government. I believed they would consolidate my loans where I can pay off my loan in 10 years. I explained to them that my annual income is low but I filed tax jointly with my spouse. My spouse made much more than I did. They said it would be alright. They asked for my bank account. I told them that I did have my check book so I didn't remember the Routing number. They said it was alright. They can find the Routing number online. Then few days later the fund wouldn't go through. They called and I gave them the Routing Number. Since July 2013, they charged me more than $242 per month (Seven Times) until this month February 2014. I had made more than $1600 up until today. I called FedLoan and Nelnet, all my contact information were changed to SLM contact information in California. After all the explaination, I learned that my loans were in forebearance and deferment status. Over $2000 of interests were rollin on top of my principle. When I started off with SLM, I owed $65000, now I owed $67000 and I couldn't deduct any money I paid to SLM in my tax return this year. On top of all that problem they gave me, my credit reports are incorrect and credit scores are reduced.
I did get a refund of $933 from Secure Debt Company yesterdey, February 19, 2014. When SLM called me to asked me on Monday, February 17, 2014 why I put a cancellation on my account at the bank, I asked them for a refund. They refused to return my money. I called Secure Debt directly and closed out my account. Secure Debt said they sent $700 to SLM and can only refund the money that they hold.
I had been waiting for the 1098s from them to file my tax. I called the toll free [redacted] for [redacted] or ext [redacted] for Customer Service. All the phone calls I made were cut off after the auto message. 
I understand there is nothing you can do for me. I wasted my entire paycheck on some dishonest people/company, that my most costly lesson for the day. I appreciate your effort and hopefully you can find a way to stop these companies from conning money from ignorant people such as myself.
Regards,
[redacted]

To whom it may concern,
Thank you for notifying Student Loan Managers of our current complaint. 
We have...

researched the file and been in contact with the client. 
[redacted] signed up with our representative [redacted] on 7/12/2013. 
She signed up to have our company consolidate and manager her student loans. 
This client started payments on 7/12/3. Her first payment was rejected due to an invalid /closed account. 
After the payment was rejected 6 successful payments have gone through. 
At this point in the the process we created online access to Fed Loan (current lender) to ensure the information and loan balance were correct in order to start the consolidation. After submitting the consolidation we received the repayment terms. The repayment terms were incorrect.
Next we accessed the clients taxes. The taxes came back higher then previously stated by the client. 
We have been waiting for the client to send us current pay stubs to ensure the lower payment moving forward. 
The consolidation is complete but we need the pay stubs to move forward and complete the approval process. 
Once we received the pay stubs we can finalize the process and send the client the approval letter for her records. 
On 2/13/13 The client emailed Secured Account Services our account administrator for all funds and informed them she wants to terminate her service. At this time the client was refund the balance in her account of $933.98. 
After Student Loan Managers received this complaint one of our resolution specialist by the name of [redacted] called to discuss the situation with the client. 
The client informed [redacted] that she is upset that she has only been consolidated and put in forbearance. 
[redacted] explained the reason we put her into a forbearance is because we haven't received her pay stubs.
We have sent her emails and called her several times. The last contact was Monday 2/17/14 [redacted] called the client while she was driving and was not able to discuss. 
At this time we would prefer to finish the process for the client but we are currently waiting on her to move forward. [redacted] has provided the client with her contact information including phone, fax and email. 
Without the proper documentation we can properly help our clients.
We are unable to move forward with out the pay stubs to submit to the lender.
If the client decides she wants to move forward she can contact us back at any time and we will help finish the process. 
We thank you for your time if you need copies of the contracts or policy's please don't hesitate to contact us at any time. 
Kind Regards, 
[redacted] 
Student Loan Managers 
[redacted] 
[redacted]

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.
Regards,
[redacted]
Their reply isn't the truth.  Someone called me and apologized after my bank took back the $200 in March when I made the complaint with the fraud dept. that I hadn't heard from the company and hadn't received any paperwork. There wasn't any insufficient funds with my account.  The bank  said I authorized the 137.24 monthly deductions so they would not do anything about that. I can get all my bank statements and correspondence, paper trail. I know I can get my phone records proving calls that I made to secure account services which handles this company's payments from the so-called clients. And as far as their services, I was deceived. I was told there was only a one time fee with this company and that [redacted] has hidden fees.  At this time, based on the government guidelines I was paying [redacted] $0 because of my income. Why would I pay a company $137.24 a month to service a loan that they cannot legally service and the government will not even take money from me because my income is too low? Since I am working with the public school system I wanted the Public Service Loan Forgiveness. I thought that was what this company was doing for me and I was definitely told that my payments were going into escrow toward my student loan. The company changed my loan from [redacted] to be serviced by [redacted]. There isn't anything different between [redacted] and [redacted] and I still pay $0 because of my income but I'm out of over $1000 for the Employment Certification for Public Service Loan Forgiveness form that I printed from the the federal student loan website for free.  I didn't need to change from [redacted] who had been servicing the loan for about 3 years.(Proof, documents from [redacted])  All I needed to do was to print out the form, fill it out, have my principal to fill out the employment section and sign it, then fax it to the federal loan program. The government dept gives the results to [redacted].  That is what this company (sales rep) should have told me during the initial phone call. Instead they saw dollar signs.  Like I stated before [redacted] didn't have anything about the loan forgiveness program, so the service I was seeking, never happened. I also had to ask [redacted] to take this company's address and phone number off my loan. There wasn't anything listed with my address or phone number. [redacted] would have been sending all my documents to this company and I would never have known what was going on with my loan. I also had to change my pin for the federal student loan website. If I hadn't called [redacted]  I would never have known [redacted] had my loan. If I never had called [redacted] I would never have found out that I would have been paying this company for years and all that money would be going to this company and not toward my student loan. [redacted]

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.
Regards,
[redacted],
 
Thank you for your response. I do have some issues with your correspondence. For starters, I don't care for your tone. Please don't begin your response to me as though you have been doing me some grave favor, as your company has not. I have been given the run around and spoken to 5 different people with your company since I began because no one can seem to answer questions, reply back timely, provide accurate data, etc. I did not ask for such chaos. From day 1, I have always communicated via email. I have only had 1 verbal conversation with your company. If this was something that would be problematic then your company had every right to say that this relationship was not a good one and that you were not able to do that. Instead your company stated this was fine and they could work with me via email. You can go back and check all email correspondences if you so desire as all the info is there if you have done your homework. You would need to look through email correspondences with [redacted], (1 other) and now you.
You make this email out to seem as though it is my fault that you are managing my private loans...I never asked you too. This is something that was offered. So please rethink the way in which you speak to me related to this. Again, if you had read all the correspondences you would see this. If this was something your company was unable to do, this is all that needed to be stated. Instead, your company failed to follow up on these loans allowing for them not to be paid on time, and having my cosigner called and harassed by payment not being made which is absolutely unacceptable. If you are taking responsibility for managing my loans, I should not find out they are not being paid by default. If the terms on the loans had changed this was the responsibility that your company took on whether this is customary for you or not, you did.  Your going "above and beyond" is a joke. Please don't say such a ridiculous statement to me again. Can you answer why the last 7 emails I have sent to your employees have gone unanswered? This is how this got to the Revdex.com in the first place. Is ignoring your customers going above and beyond? Is not replaying to your customers going above and beyond? Is not answering the questions as to what the fees are for, your definition of going above and beyond? is my requesting a letter by a certain date in order to close on a home and being ignored by the first 2 requests for this going above and beyond? Finally, on the third request I received a letter of which had all the wrong information and as I asked questions about this, I again never received any response back. [redacted], is this your definition of going above and beyond? Please tell me what it is that you have done, besides managing my private loans for FREE (of which let me remind you ...you offered to do) that indicates you have  gone above and beyond? As for signing the documents, I indicated a long time ago that I would sign those however, the information on the documents was not correct. Let me remind you [redacted], that I caught this error...not your company....but me. Is it customary to send out legal documents and agreements with inaccurate information on them? Who is checking your documents to ensure they are accurate? Then  [redacted] kept writing that it was very difficult to change the document. I shared with him that I would be out of town and unable to sign the papers for some time if he didn't get them to me by a certain time and date. Again, all of this can be found in the email documentation.
[redacted], explain to me why it takes 2-3 weeks to change an agreement to be accurate when it should have been accurate in the first place?? And explain to me how your inefficiency of being able to produce accurate documents timely is my problem? And furthermore explain to me how this is another act of your company going above and beyond.....
I really don't mean to be difficult and I am quite frustrated that it is even at this level, as this is ridiculous, but if you have taken the time to read all correspondences then you should know it is not a lack on my part of trying to resolve these issues. I have been trying to resolve these issues for months!! However in order to resolve issues, you must have communication both ways in which I have not had. My file should indicate that I am only available via email. I have the most basic plan with minimal minutes as I have student loan debt and I do not need to pay for phone services more than minimal amounts. I don't check voicemail but maybe once every two weeks as I have in all files that communication is via email. Again this is no surprise. Your company knew this on day 1 and agreed it would not be a problem. I would advise that if your company is not able to comply with this to not accept this going forward with new clients.
If you want to send me a revised document that is accurate with no mistakes, allow for me to ask my detailed questions, and I receive sufficient answers timely, then I will sign these documents for the duration of the term through August.
I still disagree with your 1.5% terms of the fee as you have not offered me 1.5% of management that you have done. I have spent more time trying to get someone to talk to me and help me and cleaning up my credit report that your company accessed without authorization on more than one occasion. I do not feel that that fee is appropriate and I think you would agree with that after all the issues I have shared with you. I would rather remedy this through us and/or the mediation of the Revdex.com but I will not accept that as your going above and beyond and good customer service. what have you done for me and managed for that 2K? I think an amicable resolution to this would be 1/2 for the administrative costs you have incurred. Other than that, you have only created additional problems for me. Please let me know what your thoughts are on this.
 
Sincerely,
 
 
[redacted]
[redacted]

To whom it may concern,
 
This client signed up on 12/9/13. The down payment did not clear and it was returned for insufficient funds. This client had many banking issue there fore after finally making a successful monthly payment 5/16/14 but still has not paid the down...

payment a this time. 
On 12/26/13 we applied for the consolidation even though the payment had not cleared. The consolidation was canceled not on our request through the department of education. We reapplied for he consolidation on 3/12/14 when re received the cancel notification of the first request. 
The student loans were consolidated the first week of August and we received repayment terms on 8/19/14. Terms came back as the standard program so we called the client to get pay stubs so we can apply for the correct program through program placement.  This client has been working with our resolution department since 8/20/14. They have been trying to get pay stubs as we cant move forward without them. The client does not want to proceed as we have done everything we are suppose to even when they still have not paid a down payment payment and had months of insignificant funds. All we need at this time is 2 months pay stubs to complete the process and send the approval. 
 
We take pride in our service and it is very important all clients get an efficient service following all necessary steps. We let all of our clients know as they sign up there will be times we needs items form you and if you cant provide them we cant proceed. This is a very standard procedure. We are willing to finish the consolidation for this client but need pay stubs to proceed. Thank you four your time please let me know if you need any further information. 
 
Kind Regards,
 
United Advisors Group LLC