United Advisors Group

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]

Thank you for forwarding this complaint to United Advisors Group (UAG). [redacted] an employee spoke with this client on 2/16/15 and closed the account with a refund since the client was not happy with the service provided.  The client was not happy on the time it...

was taking for the consolidation to go through. Unfortunately UAG has no control over the time it takes to complete the consolidation. Once the consolidation is submitted the time depends on the Department of Education and the current servicer's cooperation.  If it was up to UAG we would have them done in 30 days but this is not an option. The client is responsible for making payments to their current servicer until the consolidation goes through.  This is clearly stated in the signed disclosures. At this time the clients account has been closed with UAG and refunded. If you need any further information please don't hesitate to call. 
Kind Regards, 
United Advisors Group LLC

Thank you for letting us know about the client complaint. United Advisors Group had a representative by the name of [redacted] work with this client to resolev the issues.  Fed Loans had canceled the consolidation submitted on behalf the client and United Advisors Group...

has resubmitted to move the process along. The client does not want to wait as it is taking longer than normal even though UAG has no control of the time frame. The client has received a full refund and has decided not to move forward at this time. The client is advised to contact UAG if she needs any help in the future. Thank you for your time please let me know if you need any further information. 
Kind Regards,
United Advisors Group LLC

This client file has been closed and canceled. This client is upset that his payment came back higher than he thought it would be. The Department of Education income based program are based off the current income. This client told AUG he made $20,000 and signed a income...

verification document stating so.  The client states he never said $20,000 but he signed for. He said he makes $20,000-$25,000. When we received his actual pay stubs he makes $27,000. UAG can only go by what the client states until we get proof this story does not add up on the clients behalf. Regardless he is still saving money from his previous payments. Please let UAG know if you need any further information. 
Kind Regards,
United Advisors Group LLC

Thank you for forwarding this complaint to our company. Eve an United Advisors Group employees has been working with the client. There was a lot of confusion that is now resolved. This client has renewed and signed up for year 2. Due to the confusion we have given her...

year two at no cost and will continue to assist with the clients student loans. If you need any further information please let us know. 
Kind Regards,
United Advisors Group LLC

This client was mad that her service fee for UAG was not going towards her loan balance. The breakdown was explained during her initial call, when she signed the agreements, on her compliance call and during her welcome call. She said that she doesn't remember being told that.  UAG...

explained that UAG has not been able to do her program placement and has been trying to reach because UAG needs her income verification to submit to the servicer.  Client says that all of UAG's emails were going into her spam that's why she didn't know until July to send her income. The program placement submitted in July didn't go through because by the time the servicer received her pay-stubs they were outdated more than 30 days. Client will email me her Oct. pay-stubs for the program placement to be resubmitted. The client understands that she will have 2 payments, the lender payment and the UAG service fee. Thank you for your time.Kind 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. I have no choice but to agree to their terms, I apparently can not be released from contract nor are they willing to. I begrudgingly have to dismiss my complaint against the company. I also was not "Confused" about the process, They were not acting accordingly to my satisfaction.
Regards,
[redacted]

I just wanted to take a moment to thank you for contacting me about the complaint I filed on 4/13/15. Late this past week, the Business that I filed the complaint against contacted me and responded to my repeated attempts at resolving my issue. They reluctantly agreed that they did owe me a...

refund and have since made good on it. I would still like the complaint to be on record - due to the fact that I had repeated issues with this business over the past 18 months and I fear for future individuals that get wrapped up with them. Please let me know if I need to take further action. Again, thank you for your timely response to my issue.

Thank you for sending UAG this client complaint. When a UAG representative spoke with this client she was extremely rude cursing and yelling she was never told she can do this for free on her own through the department of education. This sis clearly written in the agreements signed by the...

clients as well stated in the compliance call two times. She continued insulting UAG and its employees demanding a full refund. She was told no and she hung up. She then called in again cursing at another employee that she wants her refund. A manager called her back and she continued with the insults stating that the manager called her a "dumb [redacted]", which never happened. UAG emailed her a copy of her contract and told her to review it and give me a call if she has questions when she gets to a computer. The client said that she wasn't going "to read [redacted]" and that she will continue to keep on calling until we give her a refund.  Finally UAG told her they will refund one payment of $31.08 and if she continues to insult me or our employees we will file a consumer complaint against her. Client hung up. UAG will no longer speak to this disrespectful human being. Nothing was done incorrectly on the file. UAG held up their end of he agreements and will no longer assist or speak to this person. File is closed. Kind Regards,United Advisors Group LLC

UAG spoke to this client on 11/19/15. Eve a manager at UAG called the client and explained that she was responsible for making her own lender payments in September...

and October. Prior to this she was in forbearance. She was reminded that her income increased and this caused her lender payment increase as these repayment programs are based off of the clients income. the client informed UAG that she is now unemployed. The client is to send UAG a cert letter explaining that she is unemployed or her letter of unemployment so UAG can submit this information to the servicer. It takes the servicer 2-8 weeks to approved once the income verification is submitted on average. This will bring her payment to a $0 qualifying payment due to her income. The client understood and is ready to move forward with UAG.
If you need any further information please don't hesitate to ask. Thank you for your time.
Kind Regards,
United Advisors Group LLC

Thank you for informing us of the complaint. United Advisors Group has been working with this client and he is good to move forward. He was confused on the process and now on the same page as United Advisors Group. If you need any further information please let us...

know. 
Kind Regards,
United Advisors Group LLC

In the agreements it clearly states the service provided by UAG. UAG is a document prep company. The client could have done the program placement on your own for free (stated in the agreements), or hire UAG to do it for you. Just as you can do your taxes on your own or hire...

an accountant to assist you. The complaints you were reading are for from clients that did not read their agreements and wanted UAG to do their consolidation and program placement for free. We wish we could run a company with no cost and not charge a dime but that is not realistic. UAG has closed out the clients account. Please let me know if you have any questions at this time. Kind Regards,United Advisors Group LLC

The consolidation is still in process with the Department of Education. UAG's refund policy states a full refund if the consolidation is cancelled or rejected. UAG has no control over the time it takes a consolidation to process with the Department of education and servicers. UAG wishes they could speed the processes up but is only a doc prep company that makes sure the application is correct and submits it on behalf of the client. On average a consolidation can take 30-120 days. As soon as the consolidation is approved or cancelled the client will get a call to move forward or refund.  This information is all outlined very clearly in the contract signed by the client if he would like to refer back. Thank you for your time. 
Kind Regards,
United Advisors Group LLC

I revceived a call from the United Advisors Group. The said, I would get an email from you...

and to respond to the email. Although, I have not gotten an email from the Revdex.com since then. United Advisors said that I needed to repond to your email and then forward that response on to them. I was told they would refund my money after they got the response from the Revdex.com. Could you help me out I'm not quite sure how to proceed, seeing as I have not recieved an email from the Revdex.com since United Advisors called me at the beginning of this week?Thank you[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.
[There allegations that I have not responded to emails or returned phone calls is completely false. They finally returned my call today and told me that my money would be refunded. Then the representative hung up on me. I am waiting to see if the funds are returned to my account.]
Regards,
[redacted]

Client was consolidated and program placement was completed in October 2014. The payment break down was suppose to be uploaded to Secured Account Service (Trust...

Company SAS) in order for SAS to start making lender payments. An old employee of UAG [redacted] never did uploaded the document as she was suppose to. She is no longer with us as this was not the first mistake she made.  Instead she had them make a one time lender payment on 10/9 and 3/17. This client was given a refund of all payments made after March 2015 $62 total when the mistake occurred. Thank you for your time please let us know if you need any further information. 
Kind Regards,
United Advisors Group LLC

This client file has been cancelled and UAG is not longer assisting him. This client is upset that he is in forbearance with Navient not making payments. UAG processed the consolidation on his behalf when the payment came back fro the income based program the...

client said he could not afford the payments and wanted to be placed in forbearance until he can afford the payments. UAG cant make the payments for the clients. UAG can only get he client into the correct program with the application and proof of income. If you need any further information please don't hesitate to ask. 
Kind Regards,
United Advisors Group LLC

The letter the client has requested was sent via email. The client has responded satisfied with the letter as well.  Please reach out to the client again to close this complaint as everything has been taken care of. 
Let us know if you need further information. 
Kind Regards, 
United Advisors Group LLC

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.
They finally called me back. I have the call on recording, they afreed to close my account and refund the 4 payments made, said it was sitting in escrow acct.... they said they mailed me a request for stubs and emaild me about this as well. I never recieved anything of that nature. The rp I spoke with. Mr [redacted], was processing the closing, told me to hold while he got approval for refund. Gave me a number to call if refund in full dis not post by fri or mon. The rep made un-necessary remarks, I replied with a remark  and humg up. The rep then took my info back to his supervisor and called me back 10 min later saying he got approval agin to refund only one months payment. He was upset I hung up on him and decided to force a lower return to myself. I just want the full ammont they are holding so I can procceed to make my student loan payments through a diffrent legitiment company that will communicate with me and apply my paymenta to my student loans. Nothing less is excaptable or fair. I can provide a recording of the call of needed. Im an honest hard worker trying to do right and pay what I owe and they are just trying to do me wrong because there feelings got hurt. 
Regards,
[redacted]

Thank you for forwarding this 2nd response to UAG. This client is upset and says UAG did not do their work but this is not the case. The consolidation was done as it was suppose to with income of $20,000. When the approval came back the clients income was higher than originally stated. I have attached the income letter the client signed verifying his income is $20,000. If this income is incorrect he should never of signed the disclosure. His income caused his new student loan repayment plan monthly payment to increase still less then what he was paying before. These programs are income based through the Department of Education and UAG had not control over them. UAG simplify follows the guidelines of the DOE. He has paid an initial payment of $272 and 5 monthly payments of  $56.08. This client does not fall into the money back guarantee or did he request a refund to cancel within the first 14 days. At this time I will send the initial payment back fro $272 since UAG did the work off the information provided by the client. We wish the client the next moving forward as his account is cancelled with UAG. Please let UAG know if you need anything further at this time. 
Kind Regards,
United Advisors Group LLC