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:02/24/2025

  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 have $10,000 in student loan debt (through EdFinancial) for a college (*************************************) that shut down before I was able to graduate. "Student Loan Movement" reached out to me via phone call and told me I qualified for a repayment program. I have been paying them monthly via bank account transfer since 2018, totaling $3,450.49. On 2/18/25 I logged into my EdFinancial account to get tax documents and I noticed it said I have a $0 payment history and $0 monthly payment owed. I called *** and asked why the *** payments weren't being reflected - she said this is a scam company and none of the payments have been going towards my loan. I have emails, text messages and bank statements of proof of these communications / payments to ***. I tried to contact them directly with no luck. I have reported them to my bank and stopped the automatic payments, changed my account number - but I am worried this will effect the security of my personal data and money. They have all of my personal information including address, social security number, bank account info, paystubs. I have reported them to the **** of Education, ***, *** and filed a local police report. I am in hopes that this sum of money can be reimbursed or put towards the repayment of my student loans like I thought it was.

  Business Response

  Date: 03/19/2025

  
  We appreciate the feedback from Ms. ******** and would like to take this opportunity to address her disparaging remarks and accusations. SLM respectfully disagrees with Ms. ********* characterization of it as a scam. To the contrary, *** provided all of the services it had agreed to provide Ms. ********* on a timely basis. Additionally, *** also provided Ms. ******** with timely notice relating her obligations and requirements as such related to her student loan. Her program has been active, current and successfully re-certified annually by *** as part of the service she engaged in and using the documentation she voluntarily provided on her own in order to qualify for the lowest payment and maximize her forgiveness eligibility.
  
  The above stated SLM, after all of this and the number of direct conversations with ******, was concerned to see that Ms. ******** was dissatisfied with **** services. Ms. ******** has contacted us previously and the entire process has been explained thoroughly and to a point of a verbal confirmation that she understood, followed by a gratuitous salutation to complete the call, indicating her gratitude for the service and explanation that was provided. As such, we have processed her request to cancel and terminate services immediately.

• Initial Complaint

  Date:01/30/2024

  Type:Product 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.

  
  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,
  
  *****************************
  
   
  

  Business Response

  Date: 02/06/2024

  Hi ****** - 

  We have tried to reach you by phone, email and SMS, to address your concerns and questions. it appears you have opted to swipe our calls and ignore our communication. We will be glad to address your concerns here. 

  You are correct, you have been making payments for just over 2 years; however, this program is a 240 month program. 240 months = 20 years. 2 years is 24 months. Do you see how making 1/10th or 10% of the required payments, may mean that you have to keep going in a program in order to achieve the benefits at the end? It makes sense to most, but not all.

  Unfortunately, because you work an hour or 2 a day from home, you do not qualify for any additional forgiveness benefits and you must complete the entire program to qualify for that 240 month  forgiveness. Regretfully, due to your insufficient funds on your last 3 payments and your public complaint and dissatisfaction, we are unable to assist you further and you will be required to get back on track or start all over somewhere else. We wish you the best of luck.

• Initial Complaint

  Date:10/26/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 will not reply to my emails asking to cancel my account. They have been scamming me out of $49.97 a month, and then I asked to cancel, they charged my bank account again. This company does nothing for you. They claim to help manage your student loans, but they change your information and dont actually do a thing. They consolidated my student loans and charged me $1600 saying that was the fee of consolidating the loans. Come to find out, that $1600 was just going in their pocket. I never got student loan updates because all my information was changed, including my phone number and my email. This group of people are crooks, and the website should be shut down. I have copies of bank statements to show everything. It is sad that a place like this is able to prey on students fresh out of school claiming to be a service that helps the government. I have been paying $49.97 for almost 2 years now, and they were saying payments were happening toward my student loans to reach forgiveness. No history of that whatsoever.

• Initial Complaint

  Date:09/06/2022

  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.

  I have not received any response from the business in reference to this complaint or resolution.ter ************************************************************************************************************ into paying them for something I already achieved on my own.Student Loan Movement management team returned my call, stated it was absurd that I would have that understanding and refused to allow me to review the onboarding call or transcript. I would like Student Loan Movement to release the audio of EVERY call, of every communication, between myself and Student Loan Movement.

  Business Response

  Date: 09/19/2022

  Thank you for taking the time to file this complaint. We appreciate your feedback. We have reached out to Ms. **************** or ***************************** and addressed these concerns. The complainant understands that she was approved for a program that provided a payment of under $50 per month on an $85,000 loan she has owed and not paid on for years. It was clear what SLM would and would not be providing **************** and those services were provided. Per a disciussion with ****************, SLM agreed to a partial refund of the recent fees paid so that SLM and **************** could part ways amicably and peacefully. SLM began the process of refunding her most recent transactions, then **************** thought it would be best to go back on her word and the agreement and file this public complaint. Her desire to intentionally renege on our discussion has now nullified any verbal agreement SLM had with her to provide any further refund. We wish **************** the best of luck moving forward. This complaint is considered closed and no further reply or response will be provided.