ComplaintsforFreedomLRS

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I miss understand what was explained to me and i would like some type of refund. I no longer want to do business with you people

  Business response

  07/30/2024

  This email is in response to a complaint that was submitted on 07/24/2024 on behalf of our client ***************************. *************************** signed the Federal Loan Resolution Agreement on 02/07/2024 to work on her behalf and consolidate her loans. When we were made aware that or client did not understand the entire process, we reached out to our client immediately. We attempted to reach her by phone, email, and text beginning 07/24/2024.
  When we reached out on 07/26/2024 we were able to speak to her. We discussed the work that was completed on her behalf, and she understood the process and feels everything we did was fair, and services were rendered. At that time, we discussed the cancellation and refund policy & process. **************** told us what she believed was a fair refund amount. That check was issued and mailed out the same day. We sent emails and texts to our client to keep her informed as we were moving forward with the cancellation and refund policy. Our mission as always is for all of our clients to feel they have had a great experience and to know that they have been heard. Doing this each and every time only insures our operations for our clients in the future will be is a positive experience.

  Customer response

  07/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  ***************************
  
   
  

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to this company to help me with my student loans. I was told all the payments that I make would go towards my student loans. If I made 120 payments that my total student loan debt will be fully forgiven. I made 3 payments of $179 back in October 21, 2021 and from January 2021- now (May 22, 2024) $39 payments. Which makes a total of $2136 that Ive spent. I checked with my loan servicer and there are no payments that have been applied to my account. I want all the money that Ive paid applied to my account and/or refund to me so I can apply it to my account myself. I have called to get in contact with someone to see what is going on with no response. Im very sad and disappointed if all this money I have spent has not been going towards my loans like they said it would.

  Business response

  06/04/2024

  To Whom It May ******** We received notification on 05/30/2024 that our client, *****************************, had lodged a complaint with the BBB regarding her service with FreedomLRS. We immediately reached out to address our client's concerns.  We answered her questions and we went over her program in explicit detail. After explaining everything to our client, she thanked us for addressing her concerns and will continue services with FreedomLRS.  This was a simple case of misunderstanding on how the process and our services work. Client now fully understands and requests to continue with our services. We will continue to recertify her program each year and maximize the forgiveness she receives.  **************** is our highest priority and we appreciate all customer feedback to help us meet our mission of providing the best experience with our services. Thank you. 

• Initial Complaint

  05/10/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In 2019, Freedom Loan Resolutions called and told me their program could forgive my student loan debt. After much discussion and questioning the integrity of the operation, I agreed to enter the program in December 2019. The first four payments were $259, and the remaining were $39, for a total of $3206. Recently, I received an email from the U.S. ********** of ********* stating that I was eligible for student loan forgiveness based on Borrower Defense Evidence. My communication with their representative informed me that Freedom Loan Resolutions was not a legitimate organization and my payments should have been applied to my loan, which they have not. I want my contract canceled and payments applied to my student loan.

  Business response

  05/24/2024

  This is in response to the complaint that was submitted to the BBB on 05/13/2024 on behalf of our client ***********************. Client signed the Service Agreement on 12/10/2019 to have us work on her behalf. This authorizes Freedom Loans to work on her behalf to consolidate and place our client into the programs that are the most beneficial. On the day we received her complaint 05/13/2024 I reached out to her and left a message. On 05/14/2024 I reach out again followed by a text. On 05/15/2024 I reached out again followed by an email. *********************** responded on 05/15/2024 by email at that time we set up a phone appointment. We discussed the cancellation, refund & the forgiveness of her loans. During our conversation we went over the consolidation and the yearly recertification that have been done on her loans by Freedom Loan Resolution through the ************************ Based on the fact that her loans were forgiven, and she will no longer need to do her recertifications we discussed and agreed on a refund amount. ***** agreed to the amount that was offered and said she was very happy with our work and thanked me. I sent her an email the same day verifying everything that was agreed upon. Our mission as always is for all our clients to not only have a great experience but to know they have been heard. Doing this only improves our operations for the future of our company.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  FreedomLRS miss represented there services and come to find out its a scam they garrunted a full refund if I canceled now they are saying they cant

  Business response

  03/21/2024

  This is in response to the complaint that was submitted to the BBB on 03/19/2024on behalf of our client *************************************. Client signed the Federal ******************** Agreement to have us work on his behalf. By signing the agreement, it authorizes Freedom Loan Resolution to work on his behalf to put our client into the most beneficial program that is offered by the ************************ Beginning 02/12/2024 we began making several attempts to call and talk to client. Our Client response was, "Please don't cancel file", and would give us yet another date when he could talk to us. His payments were paused on 02/14/2024 based on the fact that we were unable to talk to our client. During this time all work was completed on his file and SERVICES SUCCESSFULLY RENDERED. A detailed email was sent on 03/15/2024 to ************************************* letting him know what was completed on his file and also our Cancellation Policy. When we received notice of the complaint that was filed, we reached out to our client by phone and left a message and sent a final cancellation & full refund email & text. Freedom Loan Resolutions' first priority is our customers. We completed the work for ******* with that being said he is getting a full refund. We do our best to make our clients happy and approve our operations for the future of our company. 

  Customer response

  03/22/2024

  they have yet to provide me the refund in fact when I originally conference their customer service tech with both navient and them I was advised it was a scam they should be able to process my refund with the card I got on file with them 

  Business response

  03/25/2024

  Client was REFUNDED as requested and ALL SERVICES RENDERED. Case closed. Refund check #****.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was emailed by this account named ************************* and it had this long paragraph saying how I might be eligible for a freedom forgiveness loan or something along those lines. Then there was a number I called it and a man name ****** picked up and told me that I might be eligible to get my student loans reduced so I went along. He then asked me a series of questions like my name, birthday, address, debit card, and so on. Then he was telling me how he could get my student loans cut in half and start a payment with them for no interest I went along with it all. He then had me sign some type of contract I didnt think anything of it. So I went along after all is said and done and I was off the phone. About 1hr later I had a feeling I was getting scammed so I tried over and over again to end the contract it says I have fives days it hasnt even been 48 hrs and I think he is avoiding me on purpose I just though I would bring this to your attention because I am seeking assistance on what to do with this so called contract and to let others know not to trust FreedomLRS.

  Business response

  03/19/2024

  To whom it may concern,
  This letter is being sent in response to a complaint that was submitted on 03/13/2024 on behalf of our client ***********************************. *********************************** contacted us on 03/13/2024 asking us to cancel his file. Freedom Loans attempted to contact him by phone on that same day. We could not leave a message. An email was sent on 03/13/2024@ 12:32PM letting him know we received his request to cancel. We reached out again on 03/15/2024 by phone and still could not leave a message a second email was then sent. I finally spoke to him on that same day to let him know that we would be sending him a detailed email. That final cancellation email was sent to our client that same day. This program is not for everyone as it requires trust and commitment in which did not take place in with this borrower. A track record clearly shows the thousands of positive results accomplished for those that committed and trusted our process. Freedom Loan Resolution mission is to make sure our clients requests are heard and taken care of in a timely matter. We want to provide the best customer service needs and approve our operations for the future. 

• Initial Complaint

  12/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been paying $39.00 a month from 3/20 to 12/23 which has totaled $1,755.00 with zero deduction from my daughter's (************) student loan at all - case file *********. When they marketed to me to assist with loan reduction payments, I was informed that these deductions would occur monthly and help me "chip away" at the college loans. I have attempted contact several times via phone over time and never receive a return response. When I call, the phone number, it's "busy" and have tried repeatedly to find out why the loans are not being reduced at all. Literally, none of my money has one time reduced the loan as I was promised when they first signed up this account. This feels like a complete scam and I cannot imagine it's okay what they are doing to me (and possibly others?). I am hoping to cancel this account because I've been paying money for almost 4 years with zero loan reduction assistance. I would like them to cancel my account immediately and refund the money that has been taken from me. I could certainly take that money and immediately apply it to the loan on file through HHS Loans where the accounts sit. Just completely flabbergasted that the money has been taken, and I was informed this money would be immediately applied to the loans. Can't imagine running a business this way and hurting consumers like this.

  Business response

  01/03/2024

  We received notification that our client's mother *************************** had submitted a complaint stating that she has reached out to us several times via phone and never received a return response. She also was under the understanding that her payments were to be paying down her daughter's loans monthly. When we were made aware that there was a problem, we began trying to contact her to by phone. We also were trying to get ahold of ************. We sent an email letting her know we were trying to reach out. We received an email response letting us know our clients were out of town and set an appointment to discuss and resolve file. During our conversation we discussed the process of her file and any other concerns our client has. As always, an amiable resolution would be the result. Our mission here at Freedom Loans is for all our clients to have a great experience. We always do our best to make our client happy and improve our operations for future clients. 

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have paid $39.00 a month from 7/28/21 to 7/29/23 which accumulated to $936.00 with no deduction from my student loan what so ever. They have stated they have sent me login info to see my deductions while they have no such way to see these along with not contacting me for 3 years. every time i try to call the phone number it says its busy and there is no way to contact the business.

  Business response

  11/14/2023

  We received notification that our client, *************************, had submitted a complaint stating that she had been reaching out but was unable to contact us.  As soon as we became aware of the problem, we reached out to our client to discuss the concerns immediately. During our conversation we discussed her file and the source of the miscommunication. At that time, I let her know we had made several attempts to contact her by phone, email and text, but was never able to reach her. We discussed the work that has been completed on her file by FreedomLRS. Our client agreed to a refund amount and a check was mailed out that very day with the information sent to our client. At FreedomLRS our first priority is that our clients feel like they are important and have been heard. 

• Initial Complaint

  11/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They called about my student loan saying I could pay 249 for six months and 49 for 20 years and I called my loan company and they said they had nothing to do with it so I wanted everything removed and no further contact from these people

  Business response

  11/16/2023

  Freedom Loans received notification that client *************************** had submitted a complaint that she wanted to cancel. Client signed Agreement 11/01/2023. 
  On the next day client 11/02/2023 she requested to cancel her file with us. A cancellation email was sent that same day to confirm the cancellation request had been received and her file had been cancelled. 
  When we were made aware that a BBB complaint was filed, Freedom contacted client on 11/06/2023. During our conversation we assured client file has been cancelled and that we would be sending out a final cancellation email and text to insure this had been completed the cancellation and there would be no auto drafts from her financial institute. Freedom Resolutions' first priority is our clients to be satisfied with the outcome. In this case, client was put at ease and felt much better after we spoke and confirmed cancellation of services. Thank you.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I have dealt with Freedom LRS, they asked for some tax information, and my account has been charged 39 dollars monthly for about 2 years. Since student loans went on freeze, I did not have to make any payments. They claim to charge 39 to service your account. I have tried to call, email, and everything, and they do not answer. I have been paying for this for a while. I want to get a hold of this company for a refund.

  Business response

  09/27/2023

  This is in response to a complaint that was submitted to the BBB on 09/12/2023 on behalf of our client ********************************. Our client ************************* signed our Federal Student Loan Agreement on 02/18/2019 which authorized us to begin working on behalf of our client to put her in the beneficial program that is offered by the ************************ We contacted ***** on the same day that we were made aware of the fact she had tried to reach out to us and was unable to contact us.  When spoke to 09/14/2023 we discussed the status of her loans and settled her concerns.  We spoke again on 09/18/2023 and during that conversation the client let me know she received the application I sent it to her to be completed, and we agreed to offer a refund in the amount of $400.00 for any miscommunication. Our client has chosen to stay with Freedom Loan Resolution and moving forward will be working on *****'s behalf at no charge to her (PRO-****) as we value customer service as a top priority. ***** was very happy with the outcome of her student loan resolution. Thank you

• Initial Complaint

  08/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I connected with this company in 2019 after someone else had suggested I reach out because they offered a program that would forgive my student loans based on the company I work for. I set up automatic payments at the council of the staff and have been making said payments since august of 2019 which total over $2800. They stated based on my income and family size my monthly payments would be X amount and potentially decrease to as little as 40 dollars a month. I logged in to student aid.gov to check on the status of my loans and PSLF plan and realized I hadn't been enrolled and the payments I've been making have not reflected in my balance. There was also a disclaimer on the website stating "beware of scams, we will never charge you in order to apply for PSLF" I'm sure you can imagine my concern and frustration as that is a significant amount of money. When I attempted to email and call I was unable to get through to anybody. I believe this company to unfortunately be incredibly misleading and a huge scam.

  Business response

  08/31/2023

  This letter is being sent in response to a complaint that was submitted on 08/28/2023 on behalf of our client *************************. ************************* signed her Federal ******************** Agreement on 06/12/2019 which authorizes Freedom Loan Resolution to begin working on her behalf to put her into the most beneficial program through the ************************ I began trying to reach out to her on 08/28/2023, I attempted again on 08/29/2023. We spoke on 08/30/2023 regarding ******'s concerns. I went over her file with her and let her know what we had done for her and what the status of her loans were as of today. We also agreed that if she chose to stay with us moving forward, we would continue working for her at no charge PRO-**** with a refund that she felt was fair. Understanding and resolving the miscommunication, ****** has chosen to work with us moving forward and we offered her a refund that we both agreed upon. After our conversation I sent an email verifying everything in writing that we agreed upon. We look forward to continue to work on ******'s behalf. Freedom Loan Resolutions' first priority is that our client feels like they have been heard and are happy with the outcome of the service that we provide to our clients.

  Customer response

  08/31/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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 had the pleasure of speaking with ********** this past Wednesday. She explained their recent change in location, phone lines and personnelle to be the reason I was unable to get in touch with anybody about my concerns. She was very kind and knowledgeable about my student loans and the programs available to me. She was able to put my mind at ease and reassure me that I would be taken care of as I continue my journey to loan forgiveness.
  because of this conversation and the refund we agreed upon I opted to continue to work with this company.  
  Thank you for your attention to this complaint.

  
  Regards,
  
  *************************
  
   

  
  

*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. ↩