United Advisors Group

Thank you for informing us of our client complaintAn employee from United Advisors Group by the name of *** spoke with this client today and let the client know everything has been done as promisedThe client is not happy with the time the process is takingUnfortunately United Advisors Group has no control of the time it takes for the [redacted] and the servicer to complete the consolidationUnited Advisors Group ensure it is submitted correctly and monitor the process but cant speed up the processThis client has decided not to continue even though United Advisors Group has done what was processed and is on trackThis client is out of the day full refund policy but United Advisors Group is going to refund $from the clients trust account and $in service fees providing a full refund Thank you for your time please let me know if you need any further information Kind Regards, United Advisors Group LLC

To it may concern, Thank you for letting us know about the open complaintWe take any complaints very serious as customer service is our priority This client signed up with United Advisors group in October The consolidation process takes 30-days The application was submitted and in process with the Department of EducationA representative from United Advisors Group contacted the client on 12/9/today at 7:to cover the concernsThe client was calling the wrong phone number which has never been a United Advisors Group numberIt was a misunderstanding on her part and all cleared up at this timeThe client and United Advisors Group are on the same page and moving forwardThank you for your time please let me know if you have any further questions United Advisors Group LLC

This Client has been cancelled out with UAGthis client was consolidated, program placement was done, and we submitted the Disability paperwork during the first year with no issuesWhen we renewed we should have asked for income and should have sent another disability paperwork since he still hasn't been approved but we didn't Refunded $client is still not satisfied and claims we did not consolidate since all his loans are still with the same lenderWe did consolidate just got consolidated with the same lender Kind Regards, United Advisors Group LLC

Thank you for forwarding this complaint to UAGThis client was consolidated and UAG needed her current two pay stubs to apply for the correct program placement which was the next correct stepThe client finally sent in the pay stubs in DecemberProgram placement was applied for at this timeThe program placement can take 3-weeks to approve through the lenderBefore the program could be approved the client called the lender and placed her self in a forbearance so she did not have to make paymentsThis stopped the program placement phaseShe is mad that she is not in the program but she stopped the process that was going as planned and did not give us a chance to finishThis client was canceled on 4/26/demanding a refundShe does not qualify for a refund as the refund policy is within days of the signed contract and UAG did noting incorrectly in the processIf you need any further information please don't hesitate to reach out Kind Regards, United Advisors Group LLC

This client is mistaken on how the program worksThe fee she is referring to is the service fee broken up over month for UAG serviceThis was stated in the signed agreement and the compliance call when the client initially signs up for UAG's serviceI have attached the agreement and highlighted in purple the portion that explains the mis understandingIt is stressed several times that the client makes their student loan payment on timeUAG will call the client and discuss her concern to make sure she understands the process from start to finish.Thank you for your time please let us know if you need anything else at this timeKind Regards,United Advisors Group LLC

Thank you for forwarding this complaint to United Advisors Group (UAG)This client signed up with UAG to process the consolidation on her behalf and get her into the income based programUAG has followed through with every step promised on the disclosuresThe client states she does not want to pay our company and UAG has don't nothingThat is an incorrect statementPeople can do their taxes on their own as well but hire a CPA to assist them all the timeThe UAG disclosures clearly state you can do this on your own as well a clear description of the process and steps that will be taken the last step that needed to be take was applying for the program again since it was renewal time and the program has to be reapplied for annuallyTwo employees have reached out to the client to obtain her current pay stubs or tax returns in order to complete this stageOn 3/9/Eve a UAG employee spoke to the client requesting the income verification to finalize the program At this time the client hung up on her*** called back and left a voice mailAt this time there has been no response from the clientUAG has done as they said they would waiting on the client at this timeThe account will be closed and we will part our ways as the client is giving negative feedback about UAGThe GTX escrow account has been closed as well and no further payment for our service will be chargeIf the client has any further questions please have her contact *** at UAG Thank you for your timeKind Regards, United Advisors Group LLC

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 resolvedThank you for intervening on my behalf Regardless of what they said, they were not responding to me until I contacted you Furthermore, they continued to email and call me and text me asking me to renew even after I told them No and asked them to leave me alone It was not until I threatened to file another complaint with you that they stopped doing this My contract is over now Lesson learned Again, thank you Regards, [redacted]

Thank you for forwarding United Advisors Group this complaintAn employee by the name of [redacted] has been working with this client and on the same pageThe client account is active and on trackAt this time the client has decided to move forward with United Advisors Group LLCIf you need any further information please reach outKind Regards, United Advisors Group LLC

UAG spoke with the client and has refunded the client $dollars via ACH which takes 3-days depending on the clients bank United Advisors Group LLC

This client file has been closed out with a $refundKind Regards,United Advisors Group LLC

To whom it may concern, [redacted] signed up with UAG services on 8/6/with [redacted] *** I'm sad to hear the the client is unhappy with our services at this time In regards to the complaint of having to call her servicer we are upfront and tell our clients in the contract and compliance they may need to assist us from time to time through out the processThere are no surprises in our service and we provide all information in the contracts as well the compliance script read to each clientWe have a team in place to answer all client calls and ensure all questions are answeredI do see several client calls between client relations and the clientI do see that one of the calls was with in days of sign up which is the time frame for a full refundAt that time the client did want to move forward after speaking with the UAG employee but I can honor our policy and cancel this contract out with a refund minus $The client has made payments of $280, $and $Each payment has a non refundable $processing fee charged by GTX Trust companyThe total refund will be in the amount of $This request has been submit and takes 3-business daysWe wish [redacted] the best and please don't hesitate to call with any further questions that present themselves in the future Thank you for your time Kind Regards, United Advisors Group LLC

Revdex.com: I received an email from United Advisors Group stated that would cancel my account and contract, but will not refund the money they withdrew from my account over the past yearsAt this point I just want to be rid of this company 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 Regards, [redacted]

The client was in forbearance because he told UAG he could not make the payment for the Income based programThis clients account has been closed with UAG and GTX (escrow company).Kind Regards,United Advisors Group LLC

This clients program placement was denied in September for being out datedThe client was made aware on 11/6/that UAG needed income verification less than days oldThe client then changes the online access for Fed Loans ServicingThis client has stopped payments several times through out the processUAg has done everything they can at this time and have been waiting on the clientUAG will close out her account and she can finish the process on her own since she is not doing her part in order for UAG to complete their service Thank you for your time if you need further information please reach out Kind Regards, United Advisors Group LLC

To Whom It May Concern, [redacted] sign up with UAG on Oct 21, UAG is a document preparation company that helps people with student loans fill out and process the paperwork to get into an income-based programThegram is offered by the Department of EducationUAG does not negotiate debt or pay the student loan for the clientThe agreement for service signed by the client when they sign up clearly states this[redacted] consolidation was completed and approvedHer payment to her lender for the student loan previously was about $Her new qualified payment in the income-based program was $0.0a month to her lender.UAG has done everything they were supposed to; this client would prefer not to pay us any longerHer account has been closed with UAGUAG has done nothing wrong.Thank you for your timeIf you need more information let me know.Kind Regards, [redacted] Info @unitedadvisorsgroup.com

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 resolvedAt this time, part of the response has been completed (money refunded); however until next months due date of automatic fund withdrawals I will not know for certain that they have placed a stop on my account with themAt that time I will consider the matter closed Regards, [redacted]

Thank you for letting United Advisors Group know about the open complaintA representative by the name of *** spoke with this client to ensure everyone is going as plannedThe client is on the same page and ready to move forward continuing with United Advisors GroupThere was some confusion but all taken care of nowIf you need any further information don't hesitate to reach out Kind Regards, United Advisors Group LLC

It seems there is a misunderstanding about UAG and service to be provided UAG will clarify before misleadingly calling the company fraudulentThis person's son signed up with UAG to have his federal student loans consolidated and placed into the PAYE (pay as you earn) repayment and forgiveness programAs stated in the contract attached, her son was informed both in writing and verbal during the compliance call that he is responsible for making lender payments to his current lender until the consolidation is completed or unless he can get into forbearanceUAG also told him that the consolidation and program placement will not be completed until he sends us proof of his income since the PAYE program is income basedThis require two current pay stubs or tax returnsFurthermore, we gave him the payment break down, explained our cancellation and refund policy, and gave him the email address and fax number to send his proof of incomeHer son had a welcome call scheduled for 3/13/at 9:30am PST and he did not answerDuring the welcome call we go over everything stated above again and we answer any questionsUnfortunately, your son missed the welcome call so we emailed him instead, reminding him that we still need his proof of incomeAll we need to complete the consolidation is the proof of income to process the program placement phaseThat is the last step in the processShe can read page 1, section of the service agreement attached for our cancellation and refund policyAlso, please read page 2, section 14, Letter G of the service agreement and read section of the Disclosers document, both state clients are not to miss lender paymentsIf you need any further information please let UAG know 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 My issue is not expecting this company to pay billsThey did not pay my billThey put me into a forbearance that I was not aware ofThen I was days past due that I was not aware ofI find their reasoning unacceptableI found this info from my lenderI don't know how they lost access to my accountI get a phone call from someone blasting me about two parent loans I had to take out for my son who is collegeI am very unhappyI was told they were going to give me some money back, and I am looking to see if they actually will Regards, [redacted]