ComplaintsforStudent Loan Help Group

• Initial Complaint

  11/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up with the Student Loan Help Group to assist me with filing the paperwork for loan forgiveness on February 2, 2022. At first they were wonderful in their communication and efficiency on my case. They contacted my quickly and followed up with communication as to where we were all through the first part of the process- federal loan consolidation. Once that was done, then the process bogged down. We switched to another loan service in the summer due to the federal government no longer servicing loans at the end of the year, which added on unnecessary months to the process because paperwork that had already been submitted had to be done again. When I asked for updates, I received communication along the lines of everything is backed up. I checked the status myself and it appears nothing has been done since July. All I want is for this process which shouldn't have taken even half this long, to be successfully completed, and in the meantime while it is ongoing are clear, concise, written updates on where we are in the process at regular intervals. If that cannot be granted, I would like out of my contract. They may keep the money I've paid them for the services they have already rendered. Thank you.

  Business response

  12/06/2022

  At The Student Loan Help Group, we strive to provide the best possible experience for our clients. We agree with your frustration. The problem is that the ****************** is having trouble coping with vastly increased interest loan forgiveness. This is difficult for everyone involved. For you, it means you are waiting much longer than you should have to wait. For us, it means that we have to revisit existing cases many more times than we should have to to get the job done. None of that is good but it is not due to poor service on our part. 
  
  In your case, we were required to resubmit everything that had been submitted to Fedloan again to Mohela. Not a huge problem for us, but can you imagine if you had been doing it yourself? We're used to it - the rules and requirements for these programs change constantly. We handled it in an effective manner for you and for many other customers. But it was a long delay and it was outside of our control. There were additional delays as well and none of them were caused by us. We're excited that ****** has reported that your loans have been approved for forgiveness and we look forward to you receiving the complete discharge we have been working toward for nearly a year. Like you, we would love to see a federal student loan servicing system that moves quickly and efficiently to deliver the forgiveness that borrowers have earned. Unfortunately, that isn't the reality at the moment. All that said, we understand that excuses do not get the job done. 
  
  We are willing to continue working on your behalf, but we're also willing to close your case and return the money that you have already paid us. We do not want a dissatisfied customer. Please respond to ******************** with your preference. We would love to be able to promise that you will have a complete discharge of your loans by a certain date but we cannot do that. We can only take steps on your behalf - we cannot make the government programs function effectively.

  Customer response

  12/21/2022

   
  Complaint: 18446062
  
  I am rejecting this response because:

  I appreciate their response and offer to return the money Ive paid.  My concern is not that they havent provided the service, they have. But they havent been timely or responsive in their communication and they have taken steps that have dragged the *********** unnecessarily.  It would inappropriate for me to not pay anything at all as they have done what they said they would do, just in a very, very lengthy and arduous process that shouldnt have been so hard. I would prefer a compromise of a reduced fee. 
  
  Sincerely,
  
  ***************************

  Business response

  01/02/2023

  We agree with you that we could have done a better job communicating. Our automated timestamped logs show that we contacted you 3 times during the period mentioned in your complaint to let you know that we were not getting the information that we needed. We could have and should have communicated more frequently than that. We're updating our procedures so that if we encounter this unfortunate situation again we can handle it differently.
  
  We do not agree that we took steps that delayed the process unnecessarily - quite the contrary. The dragging out happened outside of our control. It is true that the process was (and is) much harder than it needs to be but we are not the ones who caused it to be so. You're completely entitled to your opinion of how the file should have been processed but our opinion is based on experience with many thousands of files.
  
  All that said, your acknowledgement that we did what we said we would do means a lot to us. Customer satisfaction is our highest priority. Your file has been updated with an immediate fee reduction of $200.
  

  Customer response

  01/06/2023

   
  Complaint: 18446062
  
  I am rejecting this response because:
  This is incorrect information- you have not reduced my fee at all.  In fact, instead of reducing my fee, you disregarded the agreement we made- specifically *********************************- to take the remainder of my fee out of my refund check (the money I would be paid back for paying over the 120 required payments).  I told her I couldn't afford to have the fee taken out of my checking account and she said no problem, we could take it out of the refund.  I haven't received the refund yet and you have taken the full remainder of the fee out of my checking- I now will be short on my mortgage!  You also failed to send me any type of invoice letting me know you were taking it out.  I stand by my claims and will let every educator I know in every district I have contacts- which is most of the ****** area, know how poorly your service is if you do not make this right.
  Sincerely,
  
  ***************************

  Business response

  02/06/2023

  ****************, This is ***********************, President of *****. We do not debit directly from bank accounts or deduct fees from refunds. I did exactly what you and I agreed to when we spoke on the phone and then I verified via text that you were satisfied with the resolution. As part of a longer text exchange on January 12th, you wrote: "I did just check again- I wanted to give it enough time before checking- and the reimbursement did go through. Thank you so much! I will let you know what I hear from the BBB so this can be closed out satisfactorily.", and, "Hi, I just called and was put through to the voice mail of the person handling the complaint (******). I left a message with my name, phone number, and the complaint number stating we have worked together and resolved the situation satisfactorily and I would like to know what is needed to resolve the complaint formally indicating as such. Hopefully, they call me back soon." 

  
  I had no indication subsequent to that that there was still a problem until I saw your latest post on BBB. At this point, my staff and I have done everything we possibly can to try to satisfy you. Since we are unable to come to a common understanding, I have closed your file with us and refunded all money received from you back to your card. I sincerely hope that you find the outcome that you are looking for.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩