I first spoke with the ISAC Debt Management Dept in late summer of 2012. A representative by the name of JAMES ROBINSON contacted me at my job demanding that I set up a repayment plan for several defaulted student loans. I agreed to do so, still, throughout the conversation he continuously made extremely unprofessional remarks alluding to the "mess" I was now in. I briefly commented on how rude he was being, but ultimately brushed it off in order to quickly set up the repayment plan and get off the phone with him.
The next day I was still so taken aback by his comments, I placed another call to the dept and spoke with a Mr. GORDON. I explained that I would like my case to be handled by a different rep other than ROBINSON. GORDON's response-believe it or not- was something along the lines of "well, if you had answered any of MY calls then you'd have me as a representative." He agreed to transfer me to the supervisor, Mr. FRYE, whom I left a voicemail for. I never received a call back.
Over the next several months, my loan payments were submitted to ISAC in a timely fashion. On Oct 11, 2012, my loans held by ISAC were officially at a $0 balance.
I decided to call Mr. ROBINSON roughly a day or two after this to ensure that the balance was correct in their system and that I wouldn't be charged any further payments. He confirmed this with me. I asked several times if my bank account would be debited another payment in Oct, just to make sure I was in the clear, and he assured me that it wouldn't, all be it in a very demeaning manner.
On Oct 22, my personal bank account was debited by ISAC. I was shocked and immediately called Mr. ROBINSON and left a voicemail. I had to call back twice more before he answered the phone. He had not returned any of my voicemails.
I explained what had happened and asked how soon I could be refunded. He cut me off mid sentence to assure me that I wouldn't be refunded that day. He spent a few moments trying to make sense of the payment and the $0 balance and then declared that this was all in fact MY fault for not cancelling my automatic payments. What?
Throughout the course of the following weeks, I placed too many calls to this department to count. I left upwards of 10 or 15 voicemails with Mr ROBINSON as well as with his supervisor Mr FRYE. None were returned. Other representatives that I spoke with were unable to assist me or make sense of Mr ROBINSON'S notes regarding my file.
No one could tell me when/ how/ or if I'd be refunded. I faxed a copy of my bank statement showing the debited payment to Mr. ROBINSON in early Nov 2012 along with a cover letter explaining the due refund and asking for a call back. Neither was received.
I've emailed ISAC's HR department, contacted the BBB, and even alerted my bank to block further fraudulent payments from this place.
It is now Dec 2012 and my payment still hasn't been refunded. My calls to both Mr ROBINSON and his supervisor Mr FRYE go unreturned. The other representatives refuse to help.
My statements from ISAC show a $0 balance with an Oct payment and no explanation of where that went or if I'll ever see that money again.
This dept of ISAC is a complete scam. I'm sure my money is lost forever and they could care less. They weren't due that payment, it was stolen from me. Mr ROBINSON'S level of unprofessionalism is atrocious and I have doubts that his elusive supervisor even exists.
Don't ever set up loan repayment plans through this group. You're in for a fraudulent ride!!!