- Report: #1125501
Report - Rebuttal - Arbitrate
Complaint Review: Sunrise Student Loan Services
Sunrise Student Loan Services20002 North 19th Avenue Phoenix, Arizona USA
Sunrise Student Loan Services Company Won't Take Responsibility and Lies!! Phoenix Arizona
*UPDATE EX-employee responds: Former employee coming forward.
*Consumer Comment: poor customer service
*General Comment: Sunrise Student loans
*Author of original report: Sunrise Provides Horrible Customer Service
*REBUTTAL Owner of company: Consolidated
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Stay away from Sunrise Student Loan Services! I hired this company to basically complete my federal student loan consolidation application (a service that I now realize that I could of done for free myself). In any case, I paid this third party $300.00 up front to perform this service only for them to screw it up by submitting a paper application to the Dept. of Education and and online application to Nelnet (a loan serving company), so I basically had two application being processed at the same time. I only came to this understanding after about 4HOURS of research and phone calls to both Nelnet and The Department of Education trying to figure out the mystery. It was 4 HOURS of extreme frustration and stress as even Nelnet and the Dept. of Education were perplexed as to how this happened. When I was finally able to get through to Sunrise about their mistake I was treated with the worst customer service ever. I was lied to, got the run around, and eventually hung up on!!!!!
When I initially called Sunrise about this issue, a customer service rep put me on hold while spoke with her supervisor, after about 5 minutes, she came back to the phone and said the the supervisor called Nelnet and that Nelnet told her that Sunrise was not the third party who submitted the application. I then called Nelnet myself, and since I was on first name basis with one of the head supervisors there, after dealing with the issue the previous evening, she explained to me that they are able to track all inbound calls and that a call from Sunrise never came in nor did anyone call inquiring on my account as all of that information is tracked. Further the supervisor explained that it is not possble at all for them to know what third party was submitted the application as it was submitted online with their my signature. So, the supervisor lied and NEVER called Nelnet. I know that Sunrise was third party who submitted the application as they are the ONLY third party that I contracted with and they had all of my information and my signature.
So, I called back and asked to speak with the supervisor who lied and she would not take my call because she was in a meeting. After throwing a fit, the customer service rep finally put me through to Telia, another supervisor of some sort, and I explained the situation to her. She then finally admitted she could see that there was indeed some mistake/glitch and that both a paper application was submitted to the Dept of Education and an electronic application to Nelnet. I asked her to provide some monetary compensation since Sunrise made a mistake that should not have been made and I had to sort it out myself. She then told me that I should of called Sunrise so that they could they of sorted out the situation for me. I explained to her that I tried to call the previous night, but that I was hold for over 20 minutes. She insisted that I could not have called at the time I said I did because they were closed. Eventually she admitted that she made a mistake on the time zones and that they were indeed open at the time I said I called. She said the only thing she could do for me was refund all of my money and cancel the application for the loan consolidation. (Uh duh, of course I did not want that). During this conversation, she asked to put me on hold so that she could talk with the supervisor who was in the meeting.
Now this is the UNBELIEVABLE part, when Telia returned the phone, she expalined that she was wrong and that Sunrise did not submit the online application to Nelnet. (It's clear that the supervisor told her to just tell me that it was not them who submitted it to Nelnet) I told her that she just got done telling me that they did submit both. I was in complete didbelief and she denied it. During my entire communication with her she talked over me and everytime I tried to talk she would talk over me more which caused me to raise my voice. She eventually said the conversation was going nowhere and that she disconnecting the call and hung up on me. Yep, that's right, hung up on me. I paid them a fee to perform a service that they screwed up and I get hung up on???? I have never in my life received such absolute horrible customer service and one of the most most frustrating and stressful things that happened to me. But what do they care, they got their money and did not want to own their mistake. Whatever happened to taking care of the customer??
This report was posted on Ripoff Report on 02/21/2014 02:39 PM and is a permanent record located here: http://www.ripoffreport.com/r/Sunrise-Student-Loan-Services/Phoenix-Arizona-85027/Sunrise-Student-Loan-Services-Company-Wont-Take-Responsibility-and-Lies-Phoenix-Arizon-1125501. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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