Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/25/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Refined documents lead me to believe they were restructuring my student loan and making payments,..They have been collecting my payments to them and nothing else. I'm a sucker.

  Business Response

  Date: 11/15/2022

  Name: ***************************
  
  Response:
  
  "Thank you for taking the time to share your feedback with us. I am sorry to hear that your experience was less than desirable and that we were not able to meet your needs. The Client Agreement you signed on 02/08/22 clearly states that we are a private third-party document preparation company assisting borrowers with their enrollment into these programs. We have fulfilled our end of the Client Agreement, as we were able to get you enrolled into a repayment plan with the lowest monthly payment possible. Per your request, we have canceled your client file and a confirmation of cancellation was sent to your email address on 10/25/2022. A full, same day refund has also been issued to your account as of 10/25/22. Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at what we do. 
  
  Respectfully, 
  Refined Document Services"

• Initial Complaint

  Date:10/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. I recently started the loan forgiveness program in April 2022 and was told that my student loans would be consolidated. I received a call today from *************** student loan service and they stayed to me that this company is a scam and I need to pull all of my information from you all. I have paid $1900.00 over the course of 7 months. With my first payment being April 15th 2022 with a payment of $379.80. I made 5 payment of $379.80 for 5 months and started paying $49.00 in September of 2022. I am seeking a full refund and to cancel any future payments. Ive sent my actual information to my loan servicer. If I do not get my receive a full refund of the funds I have paid I will take legal action based on all of the receipts and emails that I have received from your company. The agreement that we have signed also stated that we our loan servicer will be able to see the payments that have been made and my servicer has not and does not see anything from this company. Also, if this was not a scam we would not have been able to send the ************** Forgiveness Application through email at all. So that was a dead give away for my loan servicer. Please make the refund transaction seamless or I will be suing your company for fraud, financial hardship, and emotional distress.

  Business Response

  Date: 11/15/2022

  Name: ***********************
  
  Response:
  
  "Thank you for taking the time to share your feedback with us. I am sorry to hear that your experience was less than desirable and that we were not able to meet your needs. The Client Agreement you signed on 08/31/22 clearly states that we are a private third-party document preparation company assisting borrowers with their enrollment into the assistance programs offered by the **** ********** of ********** As stated in the agreement, our company shall prepare for filing the government provided applications in regards to your federal student loan consolidation through the ********** of ********* on your behalf as our client. It is also stated in the Client Agreement that your payments go towards our services in preparing your student loan assistance application and does not state that these payments are visible whatsoever to any other party, as these payments are strictly between the client and our company. We have fulfilled our end of the Client Agreement, as we were able to get you enrolled into a repayment plan with the lowest monthly payment possible. This information was relayed to you during a phone conversation with one of our representatives on 04/26/22. During which, it was explained to you that we are a third party working directly with you, the borrower, as well as informing you that your loans were successfully consolidated with your loan servicer. It was also explained to you during this call that the payments you have been making are going towards a service fee to our company, which is completely separate from the payment you have been approved for with ***********. You are correct, as the **** application is not sent via email but submitted directly to the ********** of *********, just as your student loan consolidation applications were. Because you had not contacted us, we were unaware of your concerns. Wed love to resolve this as quickly as possible and find a solution that works for you. At your earliest convenience, please reach out to us so that we may be able to confirm the correct payment information in regards to your refund. We can be reached at *************. Again, we highly appreciate your feedback as it will assist us in becoming better at what we do. 
  
  Respectfully, 
  Refined Document Services"

• Initial Complaint

  Date:10/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday October 17, 2022 I received an unsolicited phone call from Refined Document Services offering to assist me in accessing the Student Loan Forgiveness Program. The caller said they had been contracted by the Department of Education and the Biden Administration to help borrowers access the program as it takes effect. I was told I needed to enroll in the Income based repayment program and my new payment amount would be directed to them for six months and the loan would then be forgiven.
  The caller never referred to a fee for this service, instead they buried it in a huge document. My "new payment" was actually the payment I would be making to them for the fee based service.

  Business Response

  Date: 11/01/2022

  Thank you for taking the time to share your feedback with us. I am sorry to hear that your experience was less than desirable and that we were not able to meet your needs.You reached out to our company on 10/17/2022 inquiring about our services regarding your student loans. During this conversation, it was explained to you that in order to process your application and enroll you into the program, we would charge you monthly payments for the first six months.The Client Agreement you signed on 10/17/22 clearly states that we are a private third-party document preparation company assisting borrowers with their enrollment into the assistance programs offered by the U.S. Department of Education. It is also stated in the Client Agreement that your payments go towards our services in preparing your student loan assistance application. During your phone conversation upon your initial enrollment process, each page of the application was thoroughly explained to you, reiterating that your first 6 payments would go towards the enrollment of your loans into the program.Per your request, we have canceled your client file and a confirmation of cancellation was sent to your email address on 10/19/2022. As you have not made any payments to our company, we hope that this matter has been resolved to your satisfaction. We take pride in providing a professional service and would like to ensure this is reflected in all of our interactions with customers.

  Respectfully,
  Refined Document Services

  Customer Answer

  Date: 11/01/2022

  I never reached out to your company for assistance, you: called me. He misrepresented what the monthly charge for six months would be, instead of saying it was your fee for service your representative told me it was the recalculated loan amount based on income based reduction.

• Initial Complaint

  Date:10/11/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business approached me to offer student loan refinancing and loan consolidation to enroll me in student debt relief program. I signed agreement with them to consolidate my loans and start repayments on an agreed schedule, however there were many errors in the document to be signed which I had them correct prior to signing. I was told to expect hard copies of documentation within 90 days and my first payment of their $1000 processing fee would be due in 1 month. The representative I initially spoke too was very uninformed and I was transferred to another representative to have my questions answered. I requested to cancel our transaction due to their lack of professionalism and he became rude and combative, eventually hanging up on me. I am waiting to receive an email confirming the cancellation of our transaction, upon my reception of documentation stating the termination of our contract I will list this complaint as resolved.

  Business Response

  Date: 10/19/2022

  We appreciate you letting us know about your negative experience with our company and taking the time to share your feedback with us. I am sorry to hear that your experience was less than desirable and that we were not able to meet your needs.Per your request, we have canceled your client file and a confirmation of cancellation was sent to your email address on 10/11/2022. A copy has been re-sent to your email as of today, 10/19/2022, to ensure that you have received the confirmation of cancellation. As you have not made any payments to our company, we hope that this matter has been resolved to your satisfaction. We take pride in providing a professional service and would like to ensure this is reflected in all of our interactions with customers.Please accept our sincerest apologies for any trouble or inconvenience we have caused you. We highly appreciate your feedback as it will assist us in becoming better at what we do. If there are any specific details about your application or the process you would like us to investigate, please let us know so that we can make sure these issues do not happen again.Respectfully,
  Refined Document Services

• Initial Complaint

  Date:10/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a phone call from an **** ******************************************************** stating that he was calling about the ***** student loan forgiveness program and want to set me up with in the program. Everything that he was saying sounded legit, so I gave him the information he was asking for. Then I did some research to find out that Refine Document Services is a student loan scam. This service needs to be shut down before other people are roped into their scam and lose money that could actually be going towards their student loans.

  Business Response

  Date: 10/06/2022

  We appreciate you letting us know about your negative experience with our company. I am sorry to hear that your experience was less than desirable and that we were not able to meet your needs.We are a privately owned company that assists consumers in their enrollment into the programs offered by the ********** of ********* through document preparation.This can be found on the first page of our Client Agreement that you signed on 09/30/2022. It is also stated in this agreement that your payments will go towards our services in preparing your student loan assistance application.You contacted us on 10/03/2022 to opt out of the program and cancel your pending payment. Your file has since been canceled, per your request, with a confirmation of cancellation sent to your email address. According to our records, a void was placed on the pending payment and has been refunded.Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at what we do.

  Respectfully,
  Refined Document Services

• Initial Complaint

  Date:10/02/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was called about signing up for student loan forgiveness. I was under the impression that this agency is part of ********** of ********* and I belived they were legit because they had access to all my personal info even my ssn#. But, after searching and trying to contact the company, i found that this is a scam and wasnt able to contact the phone number on website. The agent name was "*****" had me sign documents for the application and email it to them. He told me that I qualified for an income-based program, Repaye for about $1000 only and the remaining of my loan would be $0. I gave them my debit card to take the first payment on Oct 14, 2022. After some research, I learned that I had been scammed by Refined Document Services who is not part of the loan forgiveness or repayment of the **** of *********. I have been trying to call, but the number is out of service. I am officially emailing to request cancellation of my plan and provide me with proof of cancellation. otherwise, i will take further legal actions toward the organization

  Business Response

  Date: 10/06/2022

  
  We appreciate you letting us know about your negative experience with our company. I am sorry to hear that your experience was less than desirable and that we were not able to meet your needs. We are a privately owned company that assists consumers in their enrollment into the programs offered by the ********** of ********* through document preparation.This can be found on the first page of our Client Agreement that you signed on 09/30/2022. It is also stated in this agreement that your payments will go towards our services in preparing your student loan assistance application. According to our records, we have not received any phone calls from you since signing up with us. You contacted us via email requesting a cancellation of your client file on Sunday, 10/02/2022. Your file has since been canceled, per your request, the following business day on 10/03/2022 with a confirmation of cancellation sent to your email address. Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at what we do.

  Respectfully,
  Refined Document Services

• Initial Complaint

  Date:09/21/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Refined Documents called me saying they could help me with student loans. They said they could consolidate and help pay off off my loans. They calculated my monthly payment off of my loan amount and my income. I asked many questions along the way and they had answers to everything. They had all my private information which led me to believe that they were official. They alluded that this monthly payment was going towards my loans and a small fee of $30 would be charged every 6 months for their services. I logged onto the federal after 6 months and realized there had been no payments going towards my loans. I called and were very rude. They said they would cancel my account but not refund my money. I have now lost $2000 I believed was going towards my student loans.

  Business Response

  Date: 09/25/2022

  Thank you for taking the time to leave us a review. We apologize for your negative experience with our company. Based off the Client Agreement that you signed when you first enrolled with us, it clearly states that we are a third-party document preparation company & that the payments you were making to us were going to our service fee and not directly towards your student loans. As you requested on September 21, 2022 we canceled your account and issued a FULL refund back to your bank account, following with a confirmation email as well. Again we apologize for the inconvenience this may have caused and appreciate your feedback. If you have any questions or concerns regarding this issue please feel free to give us a call at our normal business hours, and one of our customer service representatives will be happy to assist you. Thank you have a great day.

  Customer Answer

  Date: 09/26/2022

  
  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

  Date:08/22/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was called about signing up for ************* Loan Forgiveness. They said they talked to my husband and he said to call me. I asked many questions, but they always seemed to have reliable answers. They had me fill out PSLF documents for the application and email it to them. They told me that I qualified for an income-based program, Repaye, and the ***** They said I would be given about $14,000 off of my current load through Aidvantage. They told me I would make 5 payment of $199.80 and then $26,79 for 120 months. I gave them my debit card to take the first payment on August 8, 2022. I also sent them the forms and two of my recent pay stubs. I then waited. A few days ago, I received an email from Aidvantage to contact them about a change in my number of dependants. When I called, I learned that I had been scammed by Refined Document Services who is not part of the loan forgiveness or repayment. They went into my account and changed my number of dependents from 1 to 7 so that I would have a $0 repay right now. I was so angry and embarrassed. Today, I canceled my debit card and got a new one. I spoke to Aidvantage a couple of times and have faxed my correct documents for PSLF to the ********** of ********** I also called and emailed Refined Document Services. At first, they did not answer. After several calls, I spoke to a person who said they received my email and were cancelling my account and will refund my original payment. I hope this truly happens.

  Business Response

  Date: 08/26/2022

  Thank you for taking the time to share your feedback with us. I am sorry to hear that your experience was less than desirable and that we were not able to meet your needs.The Client Agreement you signed on August 5, 2022 clearly states that we are a private third-party document preparation company assisting borrowers with their enrollment into the assistance programs offered by the U.S. ********** of ********** The payments that were outlined to you during your initial enrollment with our company can be found within your Client Agreement, which states that your payments go towards our services in preparing your student loan assistance application.As requested, we have canceled your client file and issued a full, same day refund to your account. Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at what we do.

  Respectfully,

  Refined Document Services

  Customer Answer

  Date: 08/26/2022

  
  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

  Date:08/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After reviewing the contract I decided not to pursue this. I was reading up more on my option about my student loan thru the web site. I told me to be aware of scam third party loan services. That one should not need to pay someone to help you apply for loan programs.

  Business Response

  Date: 08/26/2022

  
  "Thank you for taking the time to review our services. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you. The Client Agreement you received clearly states that we are a private third-party document preparation company assisting borrowers with their enrollment into the assistance programs offered by the U.S. ********** of ********** It is also stated in the Client Agreement that your payments go towards our services in preparing your student loan assistance application. Per your request, we have canceled your client file. As you have not made any payments to our company, we hope that this matter has been resolved to your satisfaction. We take pride in providing a professional service and would like to ensure this is reflected in all of our interactions with customers. If there are any specific details about your application or the process you would like us to investigate, please let us know so that we can make sure these issues do not happen again. Respectfully, Refined Document Services
  
  Thank you for your time, have a great day!
  
  Refined Document Services