US Student Loan Services Inc

Mr [redacted],
 
Thank you for expressing your concern regarding the services rendered and completed by USSLS.  Your statement is inaccurate and is needing clarification to prevent confusion to others.  First, the Federal Government does not provide the services...

rendered by USSLS.  USSLS worked with you to identify your loan types, your family size, your income, your profession and then identify which programs are available to best help you with your student loan needs. The Federal Government does not provide this consultation and guidance.  Second, USSLS, upon identifying which program was best for you completed, accurately all necessary paperwork for filing of your federal student loan consolidation.  
 
Your claim of our company being a "fraud" due to this being something you can do on "your own" or for free, is unwarranted.  Mr. [redacted], you can almost provide any service for yourself without paying for it.  Federally for example, you can do your own taxes or you can pay a CPA.  Financially, if you're having challenges with paying your credit cards, you can call and negotiate a debt management plan or you can enter into a service who will do this for you.  On a more consumer focused level, you can make your own coffee or pay Starbucks to brew it for you.
 
Further, to prevent consumer confusion, USSLS has included a outlined statement on the signature page of our documents to ensure you, the consumer are aware that you may personally, go and file your own consolidation or you can hire professionals to complete.  Below is the segment in our contract, which is clearly visible in 12pt font above the contract signature line.
 
The nominal fee for these services is similar to you paying a tax preparer to do your taxes for you – you could do 
them yourself, but most of us turn them over to an expert to do and to ensure that they are done right the first time. 
 
Finally, USSLS efficiently provided the services contracted for in a timely and professional manner.  USSLS has helped over 8000 people successfully manage their student loan debt.  Based upon our review of your file and our review of your phone conversation, it was determined that USSLS did not mislead and fully revealed our service offering to you.  In addition, USSLS completed the services.  Per our contract you're not eligible for a refund and in addition, if we so desired you would be legally responsible for the remainder of your outstanding balance.
 
However, in the spirit of satisfaction, USSLS has fully refunded the partial payment for our services, which were fully completed.
 
Thank you

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]

In review of this file and the recordings we found that the client was told after the loans were removed from the bankruptcy and the NSLDS reflected the removal, the documents would be filed.  A letter from the bankruptcy attorney would not suffice as the DOE would reject the consolidation due...

to loan status.
 
We have refunded this client to appease their request.

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.This is a very generic response. I have canceled the credit card payments and they just send me an email that they are making the attempt to charge the rest of the money. Below is the email send by [redacted] today October 20, 2015. [redacted],-- This email is regarding your student loan consolidation.  We attempted to charge your service fee payment and the transaction has been declined.  This could happen for a number of reasons.Invalid InformationBank Error (blocking due to unusual activity)Insufficient FundsDaily Limit ExceededWe need you to contact us to PREVENT your application from CANCELLATION.  If we are unable to process the service fee your consolidation, with your new estimated payment of $199.00 per month will be moved into pending cancellation status.Please contact our service department at 858-[redacted]  to make your payment today.Regards,
[redacted]

[redacted] We apologize for your misunderstanding. We have reviewed your file, and listened to the phone call and the compliance call where you were made aware of the document preparation services we provide as well as the fees for our service.  All of our contracted services were...

completed properly.  The www.mysupport.help website has not been under construction and is up and running. For any further questions you may have you can contact our support team on their direct line: 888-415-[redacted]. USSLS has helped over 30,000 people with their student loan document preparation and the ownership sits on the board of the Association for Student Loan Relief, helping lead the industry with standards of practice and consumer service guidelines. Sincerely, USSLS Compliance Department

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.  Thank you so much for the quick response. 
Regards,
[redacted]

[redacted],
34, 34); font-family: arial, sans-serif; font-size: 12.8px; background-color: rgb(255, 255, 255);">We have reviewed your file, listened to your recorded call and reviewed the compliance call.  Your client agreement clearly identified all aspects of the program and our services were rendered accordingly.  Our goal is ensure 100% client satisfaction, we've helped over 30,000 people with document preparation and always strive to meet and exceed expectations.
We will issue a refund for our services.
Thank you
USSLS Quality Assurance.

[redacted],Thank you for making us aware of this situation. We apologize for your misunderstanding you may have had during your enrollment. We have reviewed your file and have also listened to the phone call and the compliance call where you were made aware of the document preparation...

services we provide and the fees. Due to our desire for 100% client satisfaction we will refund your money and hope that you're placed in the program that best fits your needs today and in the future. USSLS has helped over 30,000 people with their student loan document preparation and the ownership sits on the board of the Association For Student Loan Relief, helping lead the industry with standards of practice and consumer service guidelines.Sincerely,USSLS Compliance Department

This was not a correct statement from our representative.  We do not establish your interest rate, it is a weighted average established by the Federal Government.  Due to this inaccuracy we will be refunding your cost in accordance with our guarantee.  This has been corrected...

internally.

[redacted], 
We have reviewed the phone call as well as the compliance call, where you were provided and made aware of all of the information. Due to our desire for 100% client satisfaction we will refund your money and hope that you're placed in a program that best fits your needs...

today and in the future. USSLS has helped over 30,000 people with their student loan document preparation and the ownership sits on the board of the Association For Student Loan Relief, helping lead the industry with standards of practice and consumer service guidelines.
Sincerely,
USSLS Compliance Department

Hello [redacted],Thank you for bringing this service challenge to our attention. We have reviewed your file, your client agreement for document processing was received on April 8, 2015. Your file was then forwarded to our service department, which is not another company, and was mailed via...

priority mail on April 23, 2015. Per your client agreement which is attached, our company was contracted to identify the federal program that most benefits you and prepare the documents for your self submission. Upon submission of the prepared paperwork your consolidation should have been processed and you should have been placed into an income base repayment with an estimated payment of $66.44. This was not a guarantee and is subject to change based upon the income proof you provided when you submitted your paperwork. Our company is a private document preparation company that helps borrowers with federal student loan debt prepare the documents for federal consolidation programs. No different than H&R Block is a private tax prepare helping consumers file their taxes. This is the first our department has heard about your challenges. We have a designated support portal for all client needs and have no record of a support ticket open for you. Unfortunately, our company switched phone systems and [redacted]'s number was lost during that transition. She is a senior representative and still here with us.USSLS has helped over 30,000 people with their student loan document preparation and the ownership sits on the board of the Association For Student Loan Relief, helping lead the industry with standards of practice and consumer service guidelines.  Your refund should process within 48 hours.Sincerely,USSLS Compliance Department

[redacted], We have reviewed the phone call as well as the compliance call, where you were provided and made aware of all of the information. Due to our desire for 100% client satisfaction we will refund your money and hope that you're placed in a program that best fits your needs today and in...

the future. USSLS has helped over 30,000 people with their student loan document preparation and the ownership sits on the board of the Association For Student Loan Relief, helping lead the industry with standards of practice and consumer service guidelines.Sincerely,USSLS Compliance Department

I begin a business relationship in May of 2015. It took a few months for USSLH to supposedly process and consolidate my student loans. I thought this company did its job so I continued to pay monthly fees my intial fee was paid off immediately. U found out in Sep 2015, that USSLH did not con SD...

olidate my student loans because I received a bill from Federal Student Loans asking for around 500 a month when I was quoted 70 from USSLH. I contacted Federal Student Loans and they stated that they do not even due business with USSLH. This was done with a three way call between all parties. I am now on a forbearance with the Feds and paid for, depended on as well as trusted USSLH. This company takes advantage of and deceives people. I have proof of payments as well as documented emails from USSLH employees.

I would not hesitate to contact USSLS if you need help with student loan consolidation. Their staff is knowledgeable, personable and extremely helpful. I am saving 80% on my monthly payments since signing up. You will not regret your choice to make a simple phone call. There is a one time enrollment fee, that is sizeable, but at an 80% savings on monthly payments that was not a deterrent. The enrollment fee can also be broken up into payments. Also, I found out while talking to the representative that the company is Christian based and even gives their first fruits back to the local church.

[redacted],
Thank you for making us aware of this situation. It seems as though there was some confusion in which program you were eligible for. As a courtesy of your frustration from dealing with FedLoans, we refunded you $100.00. We have reviewed...

your file and have also listened to the phone call and the compliance call where you were made aware of the document preparation services we provide and the fees.
Due to our desire for 100% client satisfaction we will refund your money and hope that you're placed in the program that best fits your needs today and in the future. USSLS has helped over 30,000 people with their student loans.
Sincerely,
USSLS Compliance Department

We have attempted to reach this client 5 times and have not been able to connect with them.  We've completed our part of the services rendered and have in addition refunded client fee to appease their request.

This file was researched immediately upon notification.  USSLS contacted client on 3/30/15 and refunded their document preparation fees.  The US Postal Office, lost the package that was sent to PR, USSLS offered to complete the documents and resend at no charge.  The client received...

the refund on 4/6/2015 by check mailed priority mail to PR. See the confirmation below.

[redacted]
Due to our desire for 100% client satisfaction we will refund your money and hope that you're placed in the program that best fits your needs today and in the future. USSLS has helped over 30,000 people with their student loan document preparation and the ownership sits on the board of the Association For Student Loan Relief, helping lead the industry with standards of practice and consumer service guidelines.
Sincerely,
USSLS Compliance Department

font-family: arial; color: rgb(0, 0, 0); background-color: transparent; vertical-align: baseline; white-space: pre-wrap;">Ms. [redacted], we have received a complaint regarding our interaction with you on 8/12/2016.  Thank you for your response to our customer service interaction with you.  We have fully reviewed the 58 minute phone call you had with our representative.  During that phone call our representative spent time with you to understand all the benefits you could receive if you enrolled into a federal consolidation program.
During this call, she made it known that our company was a third party private document preparation company, which prepares the documents for the consumer self submission.  We are not a loan provider, loan service company, nor do we forgive the loans.  We are very similar to a tax preparer, working on your behalf to identify the programs that provide the best value and then for a fee complete the documents.
During the phone call our representative asked if you had created your FSA ID to be able to confirm your loan types and balances. It was revealed that you have not, she asked, with your permission I can walk you through your FSA ID set up and then walked you through that process.  We have added another step in our process to ensure our potential clients understand we are, with their permission, helping them create their ID if they do not want to do it themselves.
Since you did not become a client after our assistance, your private information was purged from the system the only information retained is your name, your email and your phone number.
At this time we have no other information in our system and thank you for making us aware of your interaction with our company. If you have any questions please do not hesitate to contact us.
[redacted]
Compliance

[redacted], Thank you for 
sans-serif; background: white;">expressing your concerns with us. Per your discussion with our customer service manager, everything on our end was completed properly. Fed loans a private federal loan service company made a processing error. We reviewed this Repaye change with you and explained that the processing error would be adjusted in 10 business days. We also have scheduled an appointment with you on July 11th to ensure you that this was processed. Our services were completely rendered and we went above and beyond to make sure this matter was taken care of immediately. USSLS has helped over 30,000 people with their student loan document preparation and the ownership sits on the board of the Association for Student Loan Relief, helping lead the industry with standards of practice and consumer service guidelines. Sincerely, USSLS Compliance Department