We are sorry to hear that Ms[redacted] is unhappy with the
service provided by SLS. Let me take some time to explain:
Our service is a voluntary one, but please read this article prior to assuming
our service is not a necessary one:
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[redacted]It is upsetting to get a full refund demand when SLS put so many resources into her file. From follow up to ensure she got the application signed, to explaining that since she was unemployed she didnt have to show paystubs, to helping her get into temporary forbearance when she received the letter for payment, to helping her reprocess her application when she notified us that she got a job, to giving her father a consultation on his loans after explaining that she cannot add them to her consolidation, to getting her into the $payment and help track the forgiveness under the PSLF, to even refunding the last $fee because she chose to cancel and handle her loans moving forward. All this said, we are willing to offer a partial refund given her enrollment experience with Patrick who is not a rep at Student Loan Service (he works at an affiliate company out of Utah- Student Loan Relief Service). We will offer Ms[redacted] $which is a full refund on the processing fee. If Ms[redacted] agrees to refund, she must understand that she is no longer welcome back to our program, if her attempt at re-application fails, she will be forced to use another 3rd party company or attempt to work with the servicer directly. We wish you the best.[redacted]Student Loan Service
Revdex.com:Full refund received overnight via FedEx.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
Client signed the Agreement on 5/28/which states that the
fees go to SLS, and that all services performed by SLS can be done by Client
without paid assistanceClient also completed a third party voice verification
call where she affirmed that she understood the fees are to SLS
and do not go
towards the balance of the student loansClient's consolidation was completed on
7/7/14, Client qualified for $student loan payment under the ICR repayment
programPre-consolidation, Client's payments were approximately $per
monthSLS reached out to Client on 3/26/15; Client decided to stay with SLS so
that we can continue to help her process her renewal application
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.
I spoke to a Fed Loan Service representative as of today and they stated they have no record of Forms that are required to be submitted and APPROVED of a Power of Attorney from a 3rd Party service provider therefore making it Identity Theft of accessing my account online acting as the borrower (myself). This is a breach of security therefore making it ILLEGAL. Not only is this my argument but also clearly telling me initially before I signed up that about half of my loans would be forgiven within a year of paying Student Loan Servicing.
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.
[In the company’s response to my complaint, they have entered false information. In the section that stated I have signed and initialed their terms of use, the name attached is “[redacted] L [redacted]”. My name is [redacted] M([redacted]) [redacted]e(ending in an “e”). Their response therefor is unjust and is not information pertaining to myself, the consumer and complainant in this case. Also, information in the phone conversation seemed to falsely inform me of their duties and participation in the process of forgiving my loans. I was given information to make me believe that this company would be actively participating in the process of loan forgiveness, not just referring my services to another company, in this case Fed Loan. With no active participation in the loan forgiveness process, this company should refund my service fee as requested. Information during the phone calls leading up to my request of services stated that the company would charge the $695 fee, which was for the beginning process of forgiving my loan, NOT setting me up with another company to forgive my loan. Other information, such as the termination of this company after its initial service being possible, was also withheld. I was never told that after the party set my loans up with Fed Loan, their services were no longer given only until POSSIBLY requesting their service again. This has cost me $39 fees each month for the past year because this knowledge was not given to me. Another claim has been filed due to this complaint as well. Companies like this should not have the power to withhold crucial information to its consumers. Another fact that I have noticed while researching this company, is that multiple complaints exactly like my own have been filed against them, including those settled by the Revdex.com, some resulting in refunds. Because I am not the first with this complaint, and surely not the last, I believe it is only fair for my claim to have the desired outcome that I have requested, a refund of the $695 for their fee and my trouble.]
Regards,
[redacted]
Student Loan Services did not provide me with a contract. Most of the initial transaction was conducted via telephone. When I asked them for detailed account information SLS was non-responsive.
Client enrolled to SLS services
on 7/25/On the
same day, SLS prepared the consolidation documents and sent
completed application forms to Client via emailSLS contacted Client on
7/30/2014, and verified that all documents were mailed to her loan servicerOn
8/28/14, SLS verified that the documents were received by FedLoan on 8/4/14,
and her consolidation was being processedOn 9/13/14, SLS checked the status
of Client's consolidation, which still showed that it was in progressOn
9/22/14, SLS contacted FedLoan on Client's behalf to see why the application
had not moved forwardOn 9/23/14, FedLoan replied that they were still waiting
for ACS, one of Client's lenders, to return loan verification documents
FedLoan stated that the request was sent to ACS on 8/5/SLS escalated this
issue on behalf of Client, and had FedLoan resend another loan verification
request to ACS on the same dayOn 9/26/14, Client contacted SLS for an update
The situation was explained to Client, so that she was aware that FedLoan
was still waiting on ACS, and that SLS had FedLoan resend the request to
expedite the processOn 10/23/14, SLS followed up with FedLoan on Client's
behalf to see why Client's application still had not moved forwardOn
10/24/14, FedLoan responded that Client's application was still pending, and
that they were still waiting on ACS to respond with the balance of her FFEL
Consolidated loan so it could be includedOn 10/27/14, SLS conducted a
conference call with Client and FedLoanFedLoan had been sending forms to the
incorrect servicer; the forms should have been going to Navient, but was
instead being sent by FedLoan to ACS
Client's consolidation process
took longer than expected due to errors by FedLoan who incorrectly processed
Client's application and sent loan verification documents to the incorrect
servicerSLS was able to conference FedLoan on Client's behalf to escalate the
issue with Fedloan so that Client could move forward with her consolidationOn
the conference call with Client and FedLoan on 10/27/14, SLS was able to
ascertain the issues on Client's behalf and FedLoan apologized for their
internal errorAdditional paperwork to add the loans from Navient to the
consolidation were sent to Client on 10/27/On 12/2/14, Client' consolidation
moved forward without the Navient loansSLS resent Client the add loan forms
to get the Navient forms included in the consolidation on 12/31/with
instructions to print, sign and return to SLSSLS has not yet received the
documents to add the Navient loans to the consolidation from ClientClient has
been issued a full refund
Client signed onto SLS services on 11/6/2014, however
she
was missing documents to complete the consolidation application processSLS
contacted her on 12/5/2014, 12/17/2014, 12/29/2014, 2/2/2015, 2/18/2015,
2/25/2015, 3/3/2015, 3/17/2015, and 3/23/Client did not respond during
this timeClient called in to cancel on 3/24/to enter a rehab programSLS informed
Client of the pros and cons of rehab and the benefits of consolidation,
however, Client chose to cancelThe consolidation application process
requires Client's cooperation in returning all necessary documents,
however Client did not respond to SLS's numerous attempts to contact her to
complete the application process
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
University of Hawaii @ Hilo
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 getting three months' worth of run-around,
I spoke with [redacted] in October, and several times over the next two
months, and repeatedly told her to cancel my account and refund my monies
Student Loan Services continued to ignore my phone requests, and when I
received their Dec9th email, I responded by email, again demanding
a full refund for their failure to process my loan consolidation with Fed Loan
Servicing in a timely manner
For the record, I received exactly two emails
from Student Loan Services in December, one on December 9th, when a [redacted] sent me documents to start the whole process over, a process that her
message would take 60-daysthe other on December 25th, from [redacted] Cook,
which contained this messageNeedless to say, no response to this email was
necessary or possible
Sorry, the requested document has been canceled.When I first signed up with Student Loan Service's Ms[redacted], I was promised that they would handle all of the paperwork, and all I had to do was sign Student Loan Service's forms, which I didMs[redacted] said that my student loan would be paid (consolidated) within days. Student Loan Service has consistently failed to meet their obligations, save oneThe charges to my credit card, and the debits from my checking account were always on the date promised, but their deliverables were nowhere to be foundThere was no support from them to spare me from the embarrassment of Fed Loan Service's putting my account as delinquent, and all attempts to get Student Loan Service to resolve the situation were met with "it's someone else's fault" excusesFed Loan Servicing has told me on several occasions that they had never heard of Student Loan Services, which is what I told [redacted] when I spoke with her on December 9thI have looked in all of my spam, junk mail, and
deleted mail folders, as well as the inboxon both my computers and have found
none of the half-dozen or so reported "reminder emails" that were
supposedly sent to meNone on the 1st, 4th, 7th, 10th, 17thand 25th of DecemberBy Student Loan Service's own response, they have
completely ignored my request to cancel
Their entire response seems to be "Blame the
Customer First"To put it in the simplest terms, all I ask is that Student Loan Service refund me the money I did pay, faithfully, for the service they consistently failed to provide meI think that is a fair resolution, don't you?
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[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.
[redacted] was affiliated with Student Loan Service, as he directly provided my business (a new account) to SLS (on a commission basis no doubt). All of the documentation subsequent to my conversation with him was provided by Student Loan Services. You contracted with him for the purposes of misrepresenting the products and services I would receive and are now denying any responsibility by stating he didn't work for us and we do not associate with him. This is why the Revdex.com exists, to keep companies such as SLS from taking advantage of individuals trying to straighten out their finances. Student Loan Services benefited from [redacted]'s inappropriate activity, leading me to believe I was "locking in" a low payment for 10 years through the William Ford Act. Had I been informed of the actual service I would receive, I would not have signed on, no one in their right mind would. I could have gone straight through the dept of education and not paid $545 plus $39 a month in fees.
Regards,
[redacted]
We are sorry to hear that Mr[redacted]'s experience
was a negative one. It is important that the client understands that he enrolled through Get Student Debt Relief (GSDR), all reps mentioned in complaint work at GSDR, not Student Loan Service. Client signed up to consolidate
his federal student loans and enter into a Pay as you earn program which offers
debt forgiveness after payments. Based on the clients current
income and family size, she qualified for a $payment on his loans. SLS
has a monthly service charge of $which is outlined in the agreement.
With the $loan payment and the $fee, the client would pay $14,of his
actual debt of $29k if his family size and income stays the same (year after year). This is
a program designed and offered by the Dept of Education and SLS is a 3rd
party company who prepares the documents for the initial consolidation as well
as the annual recertification.
The $is the document
preparation fee also outlined in the agreement. Client signed up on
5/13/and was given business days to cancel. The client cancelled
on 8/17/after services were rendered and documents were signed and sent
off the Fedloan for processing. The repayment plan, the monthly payment
quote, and the information regarding the potential loan forgiveness is all
valid and true. If SLS is not able to place the client in the program
offered then it is written in the agreement that the client will be offered
100% money back at any time That said, SLS will agree to refund the client in full but it is important to understand that SLS did nothing wrong, all services had been rendered per the agreement.[redacted]Student Loan Service
It is stated on the Client Agreement that SLS is a document processing service company, and that all services can be done by Client at no cost using resources made available by the Department of Education. SLS informed client of qualifications set by the DOE for PSLF when she signed on to the services. The DOE does not have a "sign up" process for PSLF, rather after 120 qualified payments while employed at least 30 hours a week at a qualifying public service place of employment, the borrower will apply for forgiveness of any remaining loan amounts under the PSLF program. There is no enrollment process to sign up for PSLF with the DOE.
Client signed on with SLS on 12/23/at which time she
signed the Client Agreement which states that SLS will not make any payments on
behalf of Student, and that the Document Processing FEe and Monthly Maintenance
and Administration Fee are fees paid to SLS and do not go
towards the loan
paymentsClient initialed next to each of these items, indicating that she
understands and agrees
**due to privacy concerns the image cannot be published.**
Client then signed the Welcome Video Acknowledgment which repeats that
"SLS will not make any payments towards your loans on your behalf, or pay
off your loans in any waySLS is a document preparation service."
The video also states, "Turn up your speakers, this one is very important:
The Document Processing Fee and recurring Monthly Maintenance and
Administration Fee are fees paid to SLS, and do not go towards your loan
payments."
Client signed the Welcome Video Acknowledgment form on 10/24/2014, indicating
that she viewed and understood the video in its entiretyPlease See Attached
Welcome Video Acknowledgment form
SLS prepared Client's consolidation and Pay As You Earn repayment plan
application, and Client's loans were successfully consolidated on 5/27/
Client qualified for $payments under the PAYE repayment planIt was
explained to Client that her monthly student loan payments under the PAYE plan
are based on income and family size, as calculated by the Department of
EducationUnder PAYE, Client is on a year repayment planThe $
payments qualify towards the payments required under the year planMore
information on PAYE can be found the Department of Education (DOE)
website: https://studentaid.ed.gov/sa/repay-loans/understand/plans/income-driven
SLS has given Client the disclosures regarding the fees and services
several times through different mediums, and Client signed the Client Agreement
and Welcome Video Acknowledgment indicating that she understood that SLS does
not make any payments on behalf of the Client and that the fees do not go
towards the loansSLS has e-mailed Client a request to set up a time to discuss her complaint, as she has requested that SLS does not contact her via phone call
Client can access her loan information at any time through the National Student
Loan Data System: https://www.nslds.ed.gov/nslds/nslds_SA/
Client cancelled SLS services on 2/22/16, and will have to complete her renewal
on her own, with FedLoan by June
Client signed on to SLS services on 8/28/14, however she did not make her service fee payments until 2/13/2015 at which time SLS could begin preparing her consolidation and repayment plan application. SLS sent Client documents to sign and return, however Client was missing proof of income. SLS...
continued to contact Client for the proof of income on 3/18/15, 3/31/15, 4/7/15, 4/13/15, 4/16/15, 4/21/15, 4/27/15, 5/1/2015, 5/7/, 5/11, 5/12, 5/15, 5/20, 5/22, 5/26, 5/29, 6/3, 6/24, 7/13, 7/20, 9/17, 9/23, 10/1, 10/22, 10/28/2015. On 10/22/2015 and 10/28/2015 SLS sent duplicate notices to Client that Client would be dropped after 11/05/2015 if Client did not respond. Client did not respond, and was cancelled on 11/5/2015. Client called on 7/21/2016 to request a refund.
Client signed on with SLS
on 11/28/at
which time she signed the Client Acknowledgment and
Client Agreement which both clearly state that the fees are to SLS, and do not
go towards the balance of the loansClient's consolidation was completed on
1/23/Client's loan servicer incorrectly placed her in the Standard
repayment program which has a much higher payment than the Income Based Repayment
indicated on the application to her servicerIf the servicer does not update
Client's repayment program within a few weeks of the consolidation, SLS follows
up with the servicer to ensure the correct repayment plan is processedBecause
the consolidation timeframe typically takes 60-days and the repayment
correction occurs a few weeks after the actual consolidation occurs, the
servicer will ask for updated income documents to process the correct repayment
programSLS checked all email correspondence with Client but did not find any
negative emailsIt is possible that Client was contacting her enrollment
representative at Student Loan Project, a separate company
All Client Agreement documents were sent via email on 1/30/2014 at 10:44AM. Client accesses the Agreement forms through their e-mail to electronically sign. SLS sent the attached e-mail on 9/8/2014 with the $0.00 repayment terms. At this time all your loans have been consolidated through the [redacted] Federal Loan Program. As a result your newmonthly payment is $0.00 which starts on your payment date (loan details attached). Please contact me to make automaticpayment arrangements or, be sure to log on to your account each month and make your payments.Please see attached email. A representative has contacted Client to play the call recording for the Welcome Call where the SLS rep asks "You were made aware that those $49 dollars, that's a service fee to SLS and does not go towards the loan balance?" and Client responds "Yes." Client can also reach us directly at 877-927-6859.
Client signed on with SLS on 5/2/2014. SLS was able to successfully complete Client's consolidation and repayment plan application forms, and Client's loans were successfully consolidated by the loan servicer on 6/9/2014. SLS completed Client's income driven repayment plan application on 3/9/2015,...
however Client entered into an in-school deferment until 12/11/2016. On 4/8/2015, Client indicated that he is in school, but would like to opt out of the in-school deferment. SLS sent Client the waiver forms to sign and return. SLS confirmed that he was able to opt out of the in-school deferment on 5/1/2015 and was approved for Income Based Repayment (IBR). SLS emailed client regarding his second renewal on 1/27/2016. Client called SLS on 3/23/2016 to update his family size and to request that documents be sent to a new address. Client called on 6/28/2016, at which time SLS clarified questions he had regarding his account with SLS and the status of his loans. On 7/27/2016, SLS contacted Client regarding his IBR renewal.During this call, Client requested cancellation of services. SLS cancelled Client. SLS has reached out to Client to resolve this issue, but Client was unable to be reached.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]
Client needs to send in her Proof of Income to get her new payment under the income dependent repayment plans. Please call us at 877-927-6859 so we can help.
We are sorry to hear that Ms[redacted] is unhappy with the
service provided by SLS. Let me take some time to explain:
Our service is a voluntary one, but please read this article prior to assuming
our service is not a necessary one:
[redacted]
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[redacted]It is upsetting to get a full refund demand when SLS put so many resources into her file. From follow up to ensure she got the application signed, to explaining that since she was unemployed she didnt have to show paystubs, to helping her get into temporary forbearance when she received the letter for payment, to helping her reprocess her application when she notified us that she got a job, to giving her father a consultation on his loans after explaining that she cannot add them to her consolidation, to getting her into the $payment and help track the forgiveness under the PSLF, to even refunding the last $fee because she chose to cancel and handle her loans moving forward. All this said, we are willing to offer a partial refund given her enrollment experience with Patrick who is not a rep at Student Loan Service (he works at an affiliate company out of Utah- Student Loan Relief Service). We will offer Ms[redacted] $which is a full refund on the processing fee. If Ms[redacted] agrees to refund, she must understand that she is no longer welcome back to our program, if her attempt at re-application fails, she will be forced to use another 3rd party company or attempt to work with the servicer directly. We wish you the best.[redacted]Student Loan Service
Revdex.com:Full refund received overnight via FedEx.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
Client signed the Agreement on 5/28/which states that the
fees go to SLS, and that all services performed by SLS can be done by Client
without paid assistanceClient also completed a third party voice verification
call where she affirmed that she understood the fees are to SLS
and do not go
towards the balance of the student loansClient's consolidation was completed on
7/7/14, Client qualified for $student loan payment under the ICR repayment
programPre-consolidation, Client's payments were approximately $per
monthSLS reached out to Client on 3/26/15; Client decided to stay with SLS so
that we can continue to help her process her renewal application
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.
I spoke to a Fed Loan Service representative as of today and they stated they have no record of Forms that are required to be submitted and APPROVED of a Power of Attorney from a 3rd Party service provider therefore making it Identity Theft of accessing my account online acting as the borrower (myself). This is a breach of security therefore making it ILLEGAL. Not only is this my argument but also clearly telling me initially before I signed up that about half of my loans would be forgiven within a year of paying Student Loan Servicing.
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.
[In the company’s response to my complaint, they have entered false information. In the section that stated I have signed and initialed their terms of use, the name attached is “[redacted] L [redacted]”. My name is [redacted] M([redacted]) [redacted]e(ending in an “e”). Their response therefor is unjust and is not information pertaining to myself, the consumer and complainant in this case. Also, information in the phone conversation seemed to falsely inform me of their duties and participation in the process of forgiving my loans. I was given information to make me believe that this company would be actively participating in the process of loan forgiveness, not just referring my services to another company, in this case Fed Loan. With no active participation in the loan forgiveness process, this company should refund my service fee as requested. Information during the phone calls leading up to my request of services stated that the company would charge the $695 fee, which was for the beginning process of forgiving my loan, NOT setting me up with another company to forgive my loan. Other information, such as the termination of this company after its initial service being possible, was also withheld. I was never told that after the party set my loans up with Fed Loan, their services were no longer given only until POSSIBLY requesting their service again. This has cost me $39 fees each month for the past year because this knowledge was not given to me. Another claim has been filed due to this complaint as well. Companies like this should not have the power to withhold crucial information to its consumers. Another fact that I have noticed while researching this company, is that multiple complaints exactly like my own have been filed against them, including those settled by the Revdex.com, some resulting in refunds. Because I am not the first with this complaint, and surely not the last, I believe it is only fair for my claim to have the desired outcome that I have requested, a refund of the $695 for their fee and my trouble.]
Regards,
[redacted]
Student Loan Services did not provide me with a contract. Most of the initial transaction was conducted via telephone. When I asked them for detailed account information SLS was non-responsive.
Client enrolled to SLS services
on 7/25/On the
same day, SLS prepared the consolidation documents and sent
completed application forms to Client via emailSLS contacted Client on
7/30/2014, and verified that all documents were mailed to her loan servicerOn
8/28/14, SLS verified that the documents were received by FedLoan on 8/4/14,
and her consolidation was being processedOn 9/13/14, SLS checked the status
of Client's consolidation, which still showed that it was in progressOn
9/22/14, SLS contacted FedLoan on Client's behalf to see why the application
had not moved forwardOn 9/23/14, FedLoan replied that they were still waiting
for ACS, one of Client's lenders, to return loan verification documents
FedLoan stated that the request was sent to ACS on 8/5/SLS escalated this
issue on behalf of Client, and had FedLoan resend another loan verification
request to ACS on the same dayOn 9/26/14, Client contacted SLS for an update
The situation was explained to Client, so that she was aware that FedLoan
was still waiting on ACS, and that SLS had FedLoan resend the request to
expedite the processOn 10/23/14, SLS followed up with FedLoan on Client's
behalf to see why Client's application still had not moved forwardOn
10/24/14, FedLoan responded that Client's application was still pending, and
that they were still waiting on ACS to respond with the balance of her FFEL
Consolidated loan so it could be includedOn 10/27/14, SLS conducted a
conference call with Client and FedLoanFedLoan had been sending forms to the
incorrect servicer; the forms should have been going to Navient, but was
instead being sent by FedLoan to ACS
Client's consolidation process
took longer than expected due to errors by FedLoan who incorrectly processed
Client's application and sent loan verification documents to the incorrect
servicerSLS was able to conference FedLoan on Client's behalf to escalate the
issue with Fedloan so that Client could move forward with her consolidationOn
the conference call with Client and FedLoan on 10/27/14, SLS was able to
ascertain the issues on Client's behalf and FedLoan apologized for their
internal errorAdditional paperwork to add the loans from Navient to the
consolidation were sent to Client on 10/27/On 12/2/14, Client' consolidation
moved forward without the Navient loansSLS resent Client the add loan forms
to get the Navient forms included in the consolidation on 12/31/with
instructions to print, sign and return to SLSSLS has not yet received the
documents to add the Navient loans to the consolidation from ClientClient has
been issued a full refund
Client signed onto SLS services on 11/6/2014, however
she
was missing documents to complete the consolidation application processSLS
contacted her on 12/5/2014, 12/17/2014, 12/29/2014, 2/2/2015, 2/18/2015,
2/25/2015, 3/3/2015, 3/17/2015, and 3/23/Client did not respond during
this timeClient called in to cancel on 3/24/to enter a rehab programSLS informed
Client of the pros and cons of rehab and the benefits of consolidation,
however, Client chose to cancelThe consolidation application process
requires Client's cooperation in returning all necessary documents,
however Client did not respond to SLS's numerous attempts to contact her to
complete the application process
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
University of Hawaii @ Hilo
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 getting three months' worth of run-around,
I spoke with [redacted] in October, and several times over the next two
months, and repeatedly told her to cancel my account and refund my monies
Student Loan Services continued to ignore my phone requests, and when I
received their Dec9th email, I responded by email, again demanding
a full refund for their failure to process my loan consolidation with Fed Loan
Servicing in a timely manner
For the record, I received exactly two emails
from Student Loan Services in December, one on December 9th, when a [redacted] sent me documents to start the whole process over, a process that her
message would take 60-daysthe other on December 25th, from [redacted] Cook,
which contained this messageNeedless to say, no response to this email was
necessary or possible
Sorry, the requested document has been canceled.When I first signed up with Student Loan Service's Ms[redacted], I was promised that they would handle all of the paperwork, and all I had to do was sign Student Loan Service's forms, which I didMs[redacted] said that my student loan would be paid (consolidated) within days. Student Loan Service has consistently failed to meet their obligations, save oneThe charges to my credit card, and the debits from my checking account were always on the date promised, but their deliverables were nowhere to be foundThere was no support from them to spare me from the embarrassment of Fed Loan Service's putting my account as delinquent, and all attempts to get Student Loan Service to resolve the situation were met with "it's someone else's fault" excusesFed Loan Servicing has told me on several occasions that they had never heard of Student Loan Services, which is what I told [redacted] when I spoke with her on December 9thI have looked in all of my spam, junk mail, and
deleted mail folders, as well as the inboxon both my computers and have found
none of the half-dozen or so reported "reminder emails" that were
supposedly sent to meNone on the 1st, 4th, 7th, 10th, 17thand 25th of DecemberBy Student Loan Service's own response, they have
completely ignored my request to cancel
Their entire response seems to be "Blame the
Customer First"To put it in the simplest terms, all I ask is that Student Loan Service refund me the money I did pay, faithfully, for the service they consistently failed to provide meI think that is a fair resolution, don't you?
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[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.
[redacted] was affiliated with Student Loan Service, as he directly provided my business (a new account) to SLS (on a commission basis no doubt). All of the documentation subsequent to my conversation with him was provided by Student Loan Services. You contracted with him for the purposes of misrepresenting the products and services I would receive and are now denying any responsibility by stating he didn't work for us and we do not associate with him. This is why the Revdex.com exists, to keep companies such as SLS from taking advantage of individuals trying to straighten out their finances. Student Loan Services benefited from [redacted]'s inappropriate activity, leading me to believe I was "locking in" a low payment for 10 years through the William Ford Act. Had I been informed of the actual service I would receive, I would not have signed on, no one in their right mind would. I could have gone straight through the dept of education and not paid $545 plus $39 a month in fees.
Regards,
[redacted]
We are sorry to hear that Mr[redacted]'s experience
was a negative one. It is important that the client understands that he enrolled through Get Student Debt Relief (GSDR), all reps mentioned in complaint work at GSDR, not Student Loan Service. Client signed up to consolidate
his federal student loans and enter into a Pay as you earn program which offers
debt forgiveness after payments. Based on the clients current
income and family size, she qualified for a $payment on his loans. SLS
has a monthly service charge of $which is outlined in the agreement.
With the $loan payment and the $fee, the client would pay $14,of his
actual debt of $29k if his family size and income stays the same (year after year). This is
a program designed and offered by the Dept of Education and SLS is a 3rd
party company who prepares the documents for the initial consolidation as well
as the annual recertification.
The $is the document
preparation fee also outlined in the agreement. Client signed up on
5/13/and was given business days to cancel. The client cancelled
on 8/17/after services were rendered and documents were signed and sent
off the Fedloan for processing. The repayment plan, the monthly payment
quote, and the information regarding the potential loan forgiveness is all
valid and true. If SLS is not able to place the client in the program
offered then it is written in the agreement that the client will be offered
100% money back at any time That said, SLS will agree to refund the client in full but it is important to understand that SLS did nothing wrong, all services had been rendered per the agreement.[redacted]Student Loan Service
It is stated on the Client Agreement that SLS is a document processing service company, and that all services can be done by Client at no cost using resources made available by the Department of Education. SLS informed client of qualifications set by the DOE for PSLF when she signed on to the services. The DOE does not have a "sign up" process for PSLF, rather after 120 qualified payments while employed at least 30 hours a week at a qualifying public service place of employment, the borrower will apply for forgiveness of any remaining loan amounts under the PSLF program. There is no enrollment process to sign up for PSLF with the DOE.
Client signed on with SLS on 12/23/at which time she
signed the Client Agreement which states that SLS will not make any payments on
behalf of Student, and that the Document Processing FEe and Monthly Maintenance
and Administration Fee are fees paid to SLS and do not go
towards the loan
paymentsClient initialed next to each of these items, indicating that she
understands and agrees
**due to privacy concerns the image cannot be published.**
Client then signed the Welcome Video Acknowledgment which repeats that
"SLS will not make any payments towards your loans on your behalf, or pay
off your loans in any waySLS is a document preparation service."
The video also states, "Turn up your speakers, this one is very important:
The Document Processing Fee and recurring Monthly Maintenance and
Administration Fee are fees paid to SLS, and do not go towards your loan
payments."
Client signed the Welcome Video Acknowledgment form on 10/24/2014, indicating
that she viewed and understood the video in its entiretyPlease See Attached
Welcome Video Acknowledgment form
SLS prepared Client's consolidation and Pay As You Earn repayment plan
application, and Client's loans were successfully consolidated on 5/27/
Client qualified for $payments under the PAYE repayment planIt was
explained to Client that her monthly student loan payments under the PAYE plan
are based on income and family size, as calculated by the Department of
EducationUnder PAYE, Client is on a year repayment planThe $
payments qualify towards the payments required under the year planMore
information on PAYE can be found the Department of Education (DOE)
website: https://studentaid.ed.gov/sa/repay-loans/understand/plans/income-driven
SLS has given Client the disclosures regarding the fees and services
several times through different mediums, and Client signed the Client Agreement
and Welcome Video Acknowledgment indicating that she understood that SLS does
not make any payments on behalf of the Client and that the fees do not go
towards the loansSLS has e-mailed Client a request to set up a time to discuss her complaint, as she has requested that SLS does not contact her via phone call
Client can access her loan information at any time through the National Student
Loan Data System: https://www.nslds.ed.gov/nslds/nslds_SA/
Client cancelled SLS services on 2/22/16, and will have to complete her renewal
on her own, with FedLoan by June
Client signed on to SLS services on 8/28/14, however she did not make her service fee payments until 2/13/2015 at which time SLS could begin preparing her consolidation and repayment plan application. SLS sent Client documents to sign and return, however Client was missing proof of income. SLS...
continued to contact Client for the proof of income on 3/18/15, 3/31/15, 4/7/15, 4/13/15, 4/16/15, 4/21/15, 4/27/15, 5/1/2015, 5/7/, 5/11, 5/12, 5/15, 5/20, 5/22, 5/26, 5/29, 6/3, 6/24, 7/13, 7/20, 9/17, 9/23, 10/1, 10/22, 10/28/2015. On 10/22/2015 and 10/28/2015 SLS sent duplicate notices to Client that Client would be dropped after 11/05/2015 if Client did not respond. Client did not respond, and was cancelled on 11/5/2015. Client called on 7/21/2016 to request a refund.
Client signed on with SLS
on 11/28/at
which time she signed the Client Acknowledgment and
Client Agreement which both clearly state that the fees are to SLS, and do not
go towards the balance of the loansClient's consolidation was completed on
1/23/Client's loan servicer incorrectly placed her in the Standard
repayment program which has a much higher payment than the Income Based Repayment
indicated on the application to her servicerIf the servicer does not update
Client's repayment program within a few weeks of the consolidation, SLS follows
up with the servicer to ensure the correct repayment plan is processedBecause
the consolidation timeframe typically takes 60-days and the repayment
correction occurs a few weeks after the actual consolidation occurs, the
servicer will ask for updated income documents to process the correct repayment
programSLS checked all email correspondence with Client but did not find any
negative emailsIt is possible that Client was contacting her enrollment
representative at Student Loan Project, a separate company
All Client Agreement documents were sent via email on 1/30/2014 at 10:44AM. Client accesses the Agreement forms through their e-mail to electronically sign. SLS sent the attached e-mail on 9/8/2014 with the $0.00 repayment terms. At this time all your loans have been consolidated through the [redacted] Federal Loan Program. As a result your newmonthly payment is $0.00 which starts on your payment date (loan details attached). Please contact me to make automaticpayment arrangements or, be sure to log on to your account each month and make your payments.Please see attached email. A representative has contacted Client to play the call recording for the Welcome Call where the SLS rep asks "You were made aware that those $49 dollars, that's a service fee to SLS and does not go towards the loan balance?" and Client responds "Yes." Client can also reach us directly at 877-927-6859.
Client signed on with SLS on 5/2/2014. SLS was able to successfully complete Client's consolidation and repayment plan application forms, and Client's loans were successfully consolidated by the loan servicer on 6/9/2014. SLS completed Client's income driven repayment plan application on 3/9/2015,...
however Client entered into an in-school deferment until 12/11/2016. On 4/8/2015, Client indicated that he is in school, but would like to opt out of the in-school deferment. SLS sent Client the waiver forms to sign and return. SLS confirmed that he was able to opt out of the in-school deferment on 5/1/2015 and was approved for Income Based Repayment (IBR). SLS emailed client regarding his second renewal on 1/27/2016. Client called SLS on 3/23/2016 to update his family size and to request that documents be sent to a new address. Client called on 6/28/2016, at which time SLS clarified questions he had regarding his account with SLS and the status of his loans. On 7/27/2016, SLS contacted Client regarding his IBR renewal.During this call, Client requested cancellation of services. SLS cancelled Client. SLS has reached out to Client to resolve this issue, but Client was unable to be reached.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]
Client needs to send in her Proof of Income to get her new payment under the income dependent repayment plans. Please call us at 877-927-6859 so we can help.