Consumer complaint received 2017-02-16
Company: Brelvis Consulting, LLC
State: OH
Product: Other financial service
Sub-product: Debt settlement
Issue: Customer service/Customer relations

Complaint:
I hired the company The Student Loan Help Center back at XX/XX/XXXX and started paying them for services to get my defaulted student loans in the forgiveness plan to get my XXXX loans out of default for a fee of {$1500.00}, stop the wage garnishments after 5 months, and consolidate my loans after all is said and done to restart a income based repayment in 10 months time. Since that time, I have paid about {$1100.00}, only talked to my case manager XXXX 3-4 times total, and never actually provided me with a service yet. Half of my interactions with her she came off as rude, like I was wasting get time by asking get about my account and told me in XX/XX/XXXX to not even call back until she called me about the process of my forgiveness because the process took a long time. She only attempted to get a hold of one if my loan companies that controlled XXXX of my loans and never contacted the other company that had the remaining XXXX loans. I finally heard from the help center for the first time since XX/XX/XXXX on XX/XX/XXXX about a payment, but since I had them on the phone, I got transferred to my case manager to get an update and she said they were having problems contacting the XXXX loan company. I started to doubt them, so I called that one loan company and got someone on the phone within minutes. They said the help center got in contact with them in XX/XX/XXXX, sent the power of attorney paper to them in XX/XX/XXXX, and that loan company had been attempting to reach my case manager since then, but they could never get in contact with anyone from the help center and gave up on XX/XX/XXXX. I tried to contact them on XX/XX/XXXX to confront them about why I they had still not started the 10 month loan forgiveness process, why they lied to me that the one loan company was not responding to them, and to try to cancel my service with them since they had not provided me with the services they claimed they would and I was told by my case manager that they will not let me cancel or provide me with any refund at all. She then got very motivated to try to help resolve my account right then, but I told her I just would like to cancel and try to go through my loan companies directly because I needed relief now and I could n't wait for them to actually provide me with the services I have been paying them for since XX/XX/XXXX. She tried to claim that I was refusing her assistance at that point and stated I was breaking their contact that I signed and if I do n't proceed with them that the rest of my service fee of about {$400.00} would eventually be sent to collections. This company makes you feel trapped and that their services are the only solution for your problems, but the actually do n't want you to know they are charging you way too much for a service that is actually free and not as hard as they make it appear to be.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation