Student Loan Solutions, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below.The response from the business states the same as I have stated in my complaint, though it does not address the conversations that took place after the QC callI stated in my complaint that there were calls after the initial two calls in which the other payment amounts were discussedMy wife can attest to that as she was with me, and listening in, when I made the call and while having the conversationIt was this conversation that I had the intention to cancel services, though my mind was changed when the lower monthly payments were calculated and discussed via telephone conversationI would also like to point out that from one of the recordings (Either the Enrollment or QC call, unable to recall which) state that the monthly payments will definitely be lower than the discussed amount of $per month
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below.If there is no recording of this call, then there is a flaw in the systemThat means that anyone within the company can say anything to stop anyone from canceling, such as in this case, and then "slap" them with the agreed upon payment that is/was being disputedThe fact still remains here that while the company has no recording of the conversation, my wife was listening in on the conversation and can verify what was said, and agreed upon within the phone call after the only two recordings the company can seem to findAlso as stated previously, one of the recordings the company does have, the representative states that the monthly cost will definitely be lower
Regards,
*** ***

I am sorry that this issue has confused you ***, but your file is in good standing with both us, and the department of education If your lender is calling you then it is a communications error on their end, as all paperwork has been filed and is currently showing as being processed by the
Department of Education I have attached proof of the filing above I have also attached the compliance call and the agreement you signed for our services for further review.What number was is that you were calling with an error? I just tested our main line for processing *** and got through without an issue You can also contact your processor (*** ***) directly at ext *** or by email at ***
Sometimes it is possible to get a lag in communication when dealing with the servicer, because they can't see that a consolidation and loan program have been selected and are currently being processed through the DOE Give it a couple of weeks, and they will see the processes in place This is the best possible solution for you. Please let your processor know if she can assist with anything else Her direct contact information is above (so you don't have any more connection issues)

We have reviewed our files and Mr. [redacted] is not a client of Student Loan Solutions.  We here at Student Loan Solutions are not a loan servicer but rather a third party document processor who assists individuals in consolidating their public student loans.  It appears Mr [redacted] has a...

private loan which has been turned over to a debt collector.  All clients of Student Loan Solutions are provided documentation along with their contracts. If Mr. [redacted] has public student loans which he would like help with we will  be happy to provide assistance.  He can reach us at [redacted]

We have cannot find her name, address or phone number in our system.  It is possible she is a client of another student loan document processor with a similar name.  We provide all our clients with documentation when they sign up for our services.  If she can provide some sort of...

documentation we would be happy to review and resolve the issue.

I have included both the signed agreement as well as the recorded compliance call that [redacted] went through.From what I can see and here, [redacted] clearly understood the services we provide.  We are not a debt management, debt consolidation, or debt settlement company, we provide a document...

preparation and submission service.  As you can see, [redacted] qualifies for a $0 a month payment through the DOE due to his income, and provided he stays compliant, then the remainder of his loan will be forgiven.  I'm not sure where the confusion is.We provide a no upfront fee service, meaning, we preform the service before we are paid.  The day after [redacted]s enrollment, we started his document preparation.  If you have any other questions, please don't hesitate to ask.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Mrs. [redacted],We have reviewed your complaint and all details of your file and the following has been determined:There are two charges associated with your enrollment; The first is the setup charge of $599.00. This is the initial payment to us to set up your plan, file the consolidation with the...

Department of Education, and negotiate any default or rehab programs with any of your lenders. The second charge is the monthly $40 for the continual maintenance of your file. This is for next year’s re-filing and any year you are within the program. This also allows us to make sure you are compliant with the IRS as well as the Department of Education and that you continually qualify for the student loan forgiveness program. This is also for any changes that need to be made throughout the year with your file (Ex: loss of income/job etc.), and possible time spent on the phone with an account manager adjusting and moving payments.All of this is discussed in full during enrollment, and is covered during the compliance call portion of enrollment, which we have attached to this reply. During this compliance call, the program and all charges are explained in their entirety and you do indicate that you understand the terms discussed. I've also included your signed enrollment agreement, which breaks down all charges, the reasons for them, and the services you are being provided in exchange. We did receive your signed cancellation forms on 1/27/2017, and we have closed your file the same day. Regretfully, we have determined that no refund may be given, as the terms of the program were explained, and all services promised have been delivered, according to the agreement. If you should have any further questions, or would like to discuss this directly. please feel free to contact me at any time. Regards,[redacted]Billing ManagerStudent Loan Solutions[redacted]

Ms. [redacted]Thank you for bringing this to our attention. We reviewed your case and have determined that while the fax transmission appears to have been received after 8pm on 6/22/16, we will issue the refund for the payment taken on 6/23/16. Naturally, we wish to make things right and so we...

apologize for any inconvenience.On the matter of how the payments in the program work, we do thoroughly explain in both your signed enrollment agreement and the recorded QC call during enrollment what exactly you are paying for and how the payments are applied. I've attached copies of both the call and the enrollment agreement, for your records. Please feel free to contact us directly at [redacted] if you have any further questions or needs. We are always here to help.

[redacted]
I've attached your enrollment agreement, the IBR application that we prepared and filed on your behalf with the Department of Education, and the promissory note that went with it. According to the signed enrollment agreement, our services on your behalf came with the mentioned service...

fee. Also according to that agreement, if services have been rendered on your behalf, the service fees cannot be canceled and must be paid. The IBR application and promissory note are your proof that we did render services. Furthermore, according to the agreement, there is a 1 day right of rescission - meaning that you have 1 business day to cancel before we are obligated to start the loan consolidation process. By the time that you had contacted us, your IBR consolidation was well underway as we had performed work on your behalf. Given all of this, the second payment of the service fees must be paid. It was what was agreed to upon your enrollment. If it is not paid, we will indeed regrettably have to send your account to collections once the debt reaches 90 days past due. Of course, we are here to help and want to resolve this matter with you. Please contact us at your earliest convenience so that we may discuss this matter further.

I'm sorry that you are still confused.  We don't have to be "registered" with the DOE to prepare and file paperwork for you, so I'm not sure where you are getting that information.  It seems that there are multiple facets of this process that you are confused on, so it will be my pleasure to elaborate.1. I have included the paperwork prepared on your behalf to the DOE2. We don't state that we are accredited with Revdex.com, we state that we are accredited with the OBB (Online business bureau, since our business is 100% online) and we are a member of the US Chamber of Commerce, this is all true.  3. As stated previously, since the work has been performed, a refund is not possible.  This would be like requesting a refund after someone prepared your taxes, or mowed your lawn.  However, we do have a money back guarantee if we are unable to get you the result you selected during enrollment.4. If someone told you that you can be arrested for not taking care of your student loans (I'm not sure who) and it puts you under duress then I am sorry, but it is true.  Here is a link of some examples of it happening recently: [redacted]We really are here to help people Brandy, I'm not sure why you are so insistent that we are not.  We have over 6,000 active clients and very few complaints.  If there is anything I can do to make you feel more comfortable, I'm always here to help.Regards,[redacted]

Sorry it took so long to respond.  This message ended up in our spam for some reason.  Thanks for the follow up call.I have attached the agreement that [redacted] signed for our services.  She also sent in the cancellation forms the very next day (also attached), so we canceled her....

 I'm a little confused as to what a representative at her school would know about us and whether we are legitimate or not.   She was canceled out of our system upon receipt of her canellation forms, so I don't really know what this complaint is really about, she didn't even make a payment.I also went ahead and sent a copy of her Quality Control call as well.Regards,[redacted]

You have been removed from the call list. If for some reason you should receive another call please contact us at info@[redacted].org and we will investigate further.  We apologize for any inconvenience.

We have reviewed our phone logs for the phone number provided in the complaint and this number does not appear in any of our systems.  We only call based on inquiries we receive and we never market using local numbers.  There are a number of companies not affiliated with our organization...

that incorporate the words Student Loan Solutions or similar words in their company name including ones in California and Virginia.  We are Student Loan Solutions based in Hurst Texas.  I suggest your client contact these other organizations.  As a further precaution we have placed the your client's number on our Do Not Call list.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I still feel as if they have done us wrong, but feel as if it isn't worth it at this point to try getting a resolution that I know isn't going to happen happen.
Regards,
[redacted]

Mrs. [redacted], We have carefully reviewed your husband's file once more and have determined the following: [redacted] was enrolled into our program on 1/28/2016. At the time of enrollment, we requested proof of income so that after the initial processing of the income driven repayment program application...

we filed with the Department of Education and resulting consolidation, the income driven repayment would be approved. We received none of the documentation we requested at enrollment, and for a series of months repeatedly attempted to collect the proof of income from [redacted]. Our requests went ignored for a total of 7 months. It was not until October of 2016, when the Department of Education had rejected the income driven repayment we'd applied for due to lack of proof of income and then threatened [redacted] with wage garnishment, that any proof of income was submitted to us. At the time, that was all that was submitted. We did not receive cancellation forms and a request to cancel until yesterday, 2/1/2017. According to the signed agreement from enrollment, cancellation cannot occur without pages 7 & 8 being signed and sent to us. I've included a copy of the signed enrollment agreement with this response, for your records. I've also included a copy of both the initial consolidation application we processed and filed with the Department of Education at the time of enrollment, and then the second one we processed and filed after proof of income was finally received. This second filing we performed was what resulted in [redacted]'s loans being consolidated and then the income based repayment program being approved by the Department of Education. This got his loans out of default and into the good standing they are currently in. It is because of our work on his behalf that [redacted] now has a $0 monthly payment towards his student loans and the Department of Education. Given all the factors to consider, we regrettably cannot find reasonable cause to provide a refund. We have, however, received the cancellation forms as I alluded to in this reply, and we have closed out [redacted]'s file. There will be no further charges for any services, as services shall no longer be provided in accordance with your request. You are now free to self-maintain with [redacted]'s servicer, Navient, and refile annually to keep him in the income driven repayment program from this point out. We do hope that all of this information does help to make sense of our determination, and please feel free to contact us directly should you have any further concerns. Regards, [redacted] Billing Manager, Student Loan Solutions

I understand that you are clarifying what you believe to be the truth, however, what is in writing and what is recorded do not back up what you are saying.I'm sorry if you feel like you did not understand what the procedures are, but the reason for a one day write to rescission is because we preform work prior to payment.  This would be like getting upset at a tax preparation service, or a lawn service for preforming their services and expecting payment (because you could do it for free).Everything was disclosed to you, both on the recorded call, and in writing.  Again, I am truly sorry that you feel this way (as we have thousands or completely satisfied clients), but there is nothing that can be done for you since the work has already been preformed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

To my understanding, you just called in and spoke with [redacted] about this issue.  These are the notes on the file, She called in again and asked to speak with [redacted]. I talked to her re explained the program and what we have done for her. She now has a better understanding and...

knows that I cant stop the other half of the enrollment charge. She does want to stop the monthly $43 payments. I told her that we can do that once she sends in cancellation forms. [redacted] emailed her the agreement. [redacted], continue to follow up with file until it completes and then Graduate her after second payment is made.  I'm sorry that you feel confused, but according to the compliance call you did, you completely understood who we are and what we do for our clients.  I have attached the QC call for review.  Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
I have a better understanding that your company is scamming people out of money. I'm not even listed with the department of education under the name you are using so how are u "filing paperwork" with them? Also, Christian said he would send the info that yall sent to the department of education to me so I can review it. I look forward to seeing what name you used on those forms. I want my money back and I won't pursue this further. If I dont, I will seek other ways to get it. By telling me that people go to jail for student loan debts put me under duress. Also on your Facebook page, you say you are accredited with the Revdex.com. That is a lie. You are not.  Regards,
[redacted]