The Student Loan Assistance Company

This client signed up with us for help with her student loans on Feb At the time of her enrollment, we were not aware her account was with a collection agency Because of the default status, we were unable to complete the work for her on the original program Once we learned of the status of her account, our rep reached back out to her to see if she wanted to cancel and get a refund or if she wanted us to work with the collection agency to get her loans back in good standing, because that would be a different program At no time do our reps advise to file income tax returns if loans are in default because many times any refund that is due will be intercepted to pay on outstanding loan balances Client was extremely rude to multiple reps and to me as well When I called her back after she left a message and before she made this complaint I advised her that I had already refunded her down payment and canceled her contract This complaint is completely unnecessary because we have already refunded her

Response to BB complaint from [redacted] ***: I have researched this complaint and as best I can tell there are four issues being alleged Client claims we overcharged her by $ Client states we incorrectly submitted a FL driver license instead of a DC driver license Client claims we incorrectly represented her number of dependents Client is expressing buyer’s remorse for contracting us to do something she wishes she had done herselfI’ll try to address each issue in turn Because of the change in payment form from credit card to auto account debit, our system failed to change from the credit card to the checking account and charged both payment forms We overcharged Ms [redacted] by $ I have refunded her $on her credit card as of 4/20/and we have updated our processes to ensure this does not occur again I have also uploaded a copy of the receipt On page one of our agreement which has been uploaded, I am not sure where there is confusion around the driver license information that was submitted The personal information section clearly shows the driver’s license as being a DC license We can only submit what the client gives to us and have no way of obtaining any other documents without the client’s help Again on page one or our agreement, the family size is represented as 1, nowhere is there any mention of a dependent, so it would appear the issue would be with the servicer The client’s case was completed on Feb Subsequently the client expressed concerns about the payment amount of her new program, our processing team left a voice mail for her on Feb and then was able to contact her on Feb Apparently the client’s income dependent repayment form was not received by the servicer Our processing team re-faxed that information while the client was on the phone and copied her as well If there are additional issues we would be happy to work with her to get those resolved with her servicer If I understand correctly, I think the final issue can be summed up as buyer’s remorse in wishing she had done the work herself This is specious reasoning at best Of course a client could try to do this herself, just like any other thing one would hire a company to do Nothing in our signed agreement is contrary to that And as for any comment or advise from [redacted] , they are currently being sued by the Consumer Financial Protection Bureau for failing to service student loan borrowers properly Among the claims being made is that they failed to place borrowers into the income driven repayment plans with which we helped get Ms [redacted] into Additionally, [redacted] has publicly stated that it is not their job to help borrowers get into these programs In conclusion, we have performed as we said we would, we have corrected the payment issue, and are still available should she need any additional assistance I am also emailing Ms [redacted] my personal contact info should she require a point of contact

Client's complaint is relating to his wife's account with us Spouse called in to us Dec 16th with a wage garnishment problem because of delinquent student loans We enrolled her in our program to help resolve the problem Client was called by processing on Dec 20th and explained
again how the program would work and what documents were needed The client repeatedly did not send in all the necessary documents required to get the garnishment order lifted despite repeated calls from processing on 1/and 2/ I spoke with the complainant this morning and his wife on a conference call We agreed to restructure the payment agreement with our company to help with their budget and had processing call again today for the necessary documents She has since sent some of this information in I also discussed the Revdex.com complaint with Mr*** and he agreed to amend the complaint to state that we were working together to deliver the agreed upon services I also provided my direct contact information in the event the felt like they weren't getting in touch with the right people I believe the matter has been addressed for now

Please see attached

This client called us on Oct 27, 2017 and signed up for our consulting and document preparation service to help her get enrolled into an income driven repayment plan for her student loans.  The client was advised not to file for her income tax refund before the process was complete or the...

government may take the refund because she was in default.  In order to complete that service we need certain documents from the client to show proof of income.  We completed an initial call with client on Nov 3 to advise of the documents required.  On Nov 13th and 21st, we emailed the client to request the necessary documents.  On Nov 21st we also left a voice mail.  On Nov. 29th we attempted to call and also sent a voice mail requesting the documents.  On Nov 30th we re-sent the request for documents at the client's request.  On Dec 6 we again emailed the client requesting the documents we needed.  On Dec 8 the client said she would send in the necessary documents.  We never received.  On Jan 22 we again emailed requesting documents and then finally received them.  We were finally able to complete the client's file and submit on Jan 18th.  On Feb 1, the client informed us she had filed her tax return even though advised not to.  On Feb 2 she spoke first with my rep in the office and was extremely rude and then I spoke with her.  I advised that we had completed the work she contracted us to do.  I offered to work out a compromise on the agreed to fee but she would not accept anything other than a full refund.  I told the client that we fulfilled our end of the agreement and as such we should be paid according to the agreement we signed.  The client was extremely rude and was unwilling to negotiate anything in good faith.  She still has a $318 balance with us that we have had to send to our collection agency.  I am attaching a copy of the contract she signed with our company.

This client signed up with us for help with her student loans on Feb. 22.  At the time of her enrollment, we were not aware her account was with a collection agency.  Because of the default status, we were unable to complete the work for her on the original program.  Once we learned...

of the status of her account, our rep reached back out to her to see if she wanted to cancel and get a refund or if she wanted us to work with the collection agency to get her loans back in good standing, because that would be a different program.  At no time do our reps advise to file income tax returns if loans are in default because many times any refund that is due will be intercepted to pay on outstanding loan balances.  Client was extremely rude to multiple reps and to me as well.  When I called her back after she left a message and before she made this complaint I advised her that I had already refunded her down payment and canceled her contract.  This complaint is completely unnecessary because we have already refunded her.

Revdex.com:
I have reviewed the response and spoken to [redacted]. There were some communication issues he is working on and these have been resolved by his offering his direct contact.  He has accepted my request to keep us up to date with the progress and he has offered to defer the payments until after the garnishment is resolved. If the agreement holds, we can consider the issue resolved.
Sincerely,
[redacted]

Response to BB complaint from [redacted]: I have researched this complaint and as best I can tell there are four issues being alleged. 1.       Client claims we overcharged her by $248.50. 2.       Client states we incorrectly submitted...

a FL driver license instead of a DC driver license. 3.       Client claims we incorrectly represented her number of dependents. 4.       Client is expressing buyer’s remorse for contracting us to do something she wishes she had done herself. I’ll try to address each issue in turn. 1.        Because of the change in payment form from credit card to auto account debit, our system failed to change from the credit card to the checking account and charged both payment forms.  We overcharged Ms. [redacted] by $248.50.  I have refunded her $248.50 on her credit card as of 4/20/17 and we have updated our processes to ensure this does not occur again.  I have also uploaded a copy of the receipt. 2.       On page one of our agreement which has been uploaded, I am not sure where there is confusion around the driver license information that was submitted.  The personal information section clearly shows the driver’s license as being a DC license.  We can only submit what the client gives to us and have no way of obtaining any other documents without the client’s help. 3.       Again on page one or our agreement, the family size is represented as 1, nowhere is there any mention of a dependent, so it would appear the issue would be with the servicer.  The client’s case was completed on Feb 2.  Subsequently the client expressed concerns about the payment amount of her new program, our processing team left a voice mail for her on Feb 7 and then was able to contact her on Feb 8.  Apparently the client’s income dependent repayment form was not received by the servicer.  Our processing team re-faxed that information while the client was on the phone and copied her as well.  If there are additional issues we would be happy to work with her to get those resolved with her servicer. 4.       If I understand correctly, I think the final issue can be summed up as buyer’s remorse in wishing she had done the work herself.  This is specious reasoning at best.  Of course a client could try to do this herself, just like any other thing one would hire a company to do.  Nothing in our signed agreement is contrary to that.  And as for any comment or advise from [redacted], they are currently being sued by the Consumer Financial Protection Bureau for failing to service student loan borrowers properly.  Among the claims being made is that they failed to place borrowers into the income driven repayment plans with which we helped get Ms. [redacted] into.  Additionally, [redacted] has publicly stated that it is not their job to help borrowers get into these programs.  In conclusion, we have performed as we said we would, we have corrected the payment issue, and are still available should she need any additional assistance.  I am also emailing Ms. [redacted] my personal contact info should she require a point of contact.