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:08/29/2023

  Type:Product 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.

  I first interacted with ************** with Apex on December 28, 2022. The amount I paid was $997.00 over a six month period. The commitment from Apex was the company provides document preparation services to assist consumers who are applying for federal student loan programs using ********** of ********* (DOE) forms. My dispute is APEX seems to be a fraudulent company. They have not kept their word/agreement with me. Ive done my own homework and filled out my own federal student loan documents. It is so hard to get in touch with any representative with the company. I very rarely or do not receive any response from the company via emails, phone and mail. The only time I received any kind of communication from the company is when a payment was denied. They were quick to reach out in regards to that. I havent received any updates on their progress. I dont have any paperwork showing me. Theyve made progress from my account. I have asked numerous times to please let me know what has been done, and whats the next step. I havent heard from Apex in three months. *** tried to reach out to the business to resolve my concerns, and I get no response. I just tried to send an email and it states the server cannot be connected? Im thinking they went out of business?. My student loan information has been transferred to Nelnet. Nelnet has not heard anything from Apex. The previous company *********** has not heard anything from Apex. After the *********************** loan forgiveness was rejected by the Supreme Court Apex still Continued to charge me knowing I wouldnt be able to receive any forgiveness for my student loans. Im so disappointed and frustrated that people get away with scamming others for money. I am a single mother that work three jobs. I dont have $997.00 to give away.

• Initial Complaint

  Date:08/28/2023

  Type:Product 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.

  SCAM ALERT, Apex is pretending to make payments on our behalf but are benefiting from our payments for financial gain. If you call their main number ************** it says they are being sued. I entered into an agreement (or so I thought, Acct #********** with Apex processing on 2/2/23 with the understanding that I was paying towards my public service forgiveness loan. They advertised lower payments which was going to be helpful because in the past, the repayment plans tend to be high. I began making my payments to Apex in the amount of $83.10 on 5/4/23, $166.17 on 6/12/23 and 7/5/23 and then $198.82 on 8/4/23. In late July, I was contacted by my loan servicer ******, who advised me they were receiving paperwork from Apex to consolidate my loans, however ****** stated my loan consolidations had been completed by ****** already and that I did not need to be making any payments based on the law right now. ****** went on to say, Apex had no affiliation with them and were not making any payments on my behalf and I was advised to stop making payments to them immediately. I called Apex on 7/28/23 and spoke with a person named **************** who stated he was a manager. He explained the mix-up away stating basically ****** wants me to end our partnership because they want me to pay more once the payment freeze ends and that once it does end, the price I have been paying would be locked in. In early August, (upon also seeing a new & higher payment amount) I called Apex again to have payments stopped and left a voice message. On 8/9/23, I sent an email to ******* requesting to stop payments and received no response. On 8/16/23, I requested the same thing and got no response. On 8/21/23 I called the numbers (main/ ******************, **************) and left voice mails. On 8/22/23, I called and requested the same thing and a return phone call, as well as sent ******* an email and received an email kick back. I called Apex main number at ************** however no one answers the phone and I was prompted to leave a message which I did. I do want to note that ***** left me a voice mail on 8/16/23, but I never reached her when trying to call her back. Also on this day, I called the main number and ***** back multiple times with no success. On 8/23/23, I attempted a call to both ***** and ******* and left messages, emailed both of them and both emails bounced back, called the main number and left a voice message. Sent an email to their main email apexprocessingcenter.com and received an email kick back as well. At this point, I called my bank and reported what was happening and shut down my debit card. As of filing this report with the BBB on 8/28/23, I called the number for ***** and it goes straight to VM. I called the main number (noted above) and it says Apex is being sued by the Federal Trade of Commissioners and that business operations have been suspended (I still left a voice message). I also sent one last email; to the main email address, along with ***** and ******* from a different email then the one I normally use and received kickbacks. I have left numerous messages requesting Apex stop payments and call me back ASAP and have not heard from anyone. To date, no one has called me back regarding my requests. I later took a look at the contract between Apex and I and noted that I never signed it (it is attached). I am requesting all payments are refunded, this appears to be a scam, they got me!!!!

• Initial Complaint

  Date:06/20/2023

  Type:Customer Service 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 had paid 145 $ to apex student loan consolidation, so after i did some research I found they have so many complains. So I need my first payment back , so they said I lost my money after I told them I would like to cancel the service.

  Business Response

  Date: 06/21/2023

  We spoke to the client to explain our service and who we are.  The client requested to cancel our service and we have ended the client's enrollment.  The client has also received proof that we provided our service. 

  Customer Answer

  Date: 06/21/2023

  I did not get my money back after i canceled the service with them. I only made on payment than I canceled the service. I went directly to student loan and to make a payement base in my income ,I already solve that issue . what I understand from them is they already process my application and it was approved , so I wont be able to get the money back. So what I do not understand where the money will go if I do not get it.

  Business Response

  Date: 06/23/2023

  We reached out to the client to clear up any confusion.  The client will be receiving their refund and is no longer enrolled in our service.  The client has received their desired outcome.

  Customer Answer

  Date: 06/29/2023

  
  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.
  
  Regards,
  
  *******************
  
   
  

  Customer Answer

  Date: 07/17/2023

  I did not get my desire outcome because I still do not get my refund .I called him yesterday and he told he had to wait for you BBB to post it. IT may take until the 15 , so I feel like they do not want give my refund after I canceled with them.

  Business Response

  Date: 07/17/2023

  The client's review is being processed and will be sent out shortly.  The client has received their desired outcome. 

  Customer Answer

  Date: 07/26/2023

  I would not accept their response until I get my refund and I will accept their response.

• Initial Complaint

  Date:03/13/2023

  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 recently seen Complaint ID # ******** was solved however I have not received anything from Apex Processing Center saying the contract was officially cancelled and no further actions are being taken. Right now it just looks as if Ive been handling business with the BBB and the contract was for mediation. When will Apex Processing Center send documents like they did when the account was opened stating now that the account is successfully closed and no longer owing $997. Thank you.

  Business Response

  Date: 03/13/2023

  We canceled ********************* account on 3/10/2023.  After the account was canceled ***************** received a *** message and Email at approximately 12:38 pst.  Our records indicate the email was received and opened. Both the email and the *** message state the account is canceled, any information given will be removed, and no payments will be drafted from our company.  Once again, the client has already received the information she is requesting on 3/10/2023 

• Initial Complaint

  Date:03/09/2023

  Type:Order 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 would like to cancel the contract with apex processing center that was generated around March 2 or 3. They promised to help clear my student loans away for $997 approximately. Im on disability with limited income and have not received any forms to help the government determine of i qualify for loan forgiveness from apex processing center. I also could not log into my account nor get into contact with anyone who works there to express my concern. The federal government website also said I could get those forms for free and if anyone ask for payment its likely a scam. Something I didnt know until I researched the company and federal government website. Your assistance os needful because they are requesting a payment of 166 on March 17,2023 thru Aug 2023 from my only source of income disability income.

  Business Response

  Date: 03/10/2023

  We reached out to the client in regards to her cancellation request.  We let the client know there is no issue with canceling her account.  We also reminded the client that we do state multiple times throughout the enrollment process that we are not the ********** of ********* and provide multiple ways to contact our company.  The client is receiving their desired outcome.  The client's account is being canceled.

  Customer Answer

  Date: 03/12/2023

  
  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.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:02/08/2023

  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.

  I was contacted in the summer 2022 stating that this company was working with my student loan company, Mohela, and they were helping me to process my PLSF loan forgiveness. After filling out the paperwork they asked if I wanted to start paying off my loan with a $200 payment and I agreed. After a few months, and calling them, and not getting information, I went back and contacted ****** directly. They informed me that NO ONE should ever have asked for my information nor should I have to pay for PLSF paperwork and non of the money I had been paying went toward my loan. This company is scam and needs to be shut down so it does not take advantage of others. I have included an email I had with original person I was speaking with and I can provide information for the money taken if needed.

  Business Response

  Date: 02/10/2023

  We reached out to the client in regards to her complaint.  We reviewed the work completed on her account and the process that is still remaining.  After explaining the benefits of staying enrolled with our services the client agreed to stay.  We also updated the client on the next step of the process.  We will continue to reach out to the client to keep them updated through out this process.  

  Customer Answer

  Date: 02/10/2023

  
  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.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:12/27/2022

  Type:Billing 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 mislead that they were helping me with my application for loan forgiveness and I just found out they are a 3rd party service and was never told this. They told me that I could make 6 payments of ****** and after that if I made under ***** in 240 months my loan would be forgiven. I just had the first payment taken out yesterday and I logged on to student aid and saw that they are not affiliated with federal loans and my original service provider is still showing they have my loan. I left a message for them to call me so I can cancel and get a refund. I already called my service provider to revoke any 3rd party services on my loan and also filed a complaint with student aid.

  Business Response

  Date: 12/28/2022

  We spoke to the client and address their concerns.  We let the client know that we do explain we are a 3rd party in every call that is completed.  We also complete a verification call prior to the completion of their enrollment where we state we are a 3rd party and not the ********** of **************** The client understood we are a third party and still requested to cancel our services.  The refund is being processed and will arrive with the client in approximately 5-7 business days. The client has received their desired outcome. 

  Customer Answer

  Date: 12/28/2022

  
  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:12/20/2022

  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.

  I got a call from apex processing center with all my information. He logged into my **** department of education account and changed my password and asked for a code. He told they would put all my loans into one. I would have a monthly payment of ****** for 6 months and $15 a month for the next 240 months after doing some research I see that this is a scam. I tried emailing ************** who signed me up and tried calling apex over 30 times to cancel this contract and have not gotten a response. My first payment comes out on the 12/28/22 and I have since then cancelled my card. I am afraid they are going to use my information or my parents information for something else. Please help me

  Business Response

  Date: 12/28/2022

  We reached out to the client after receiving their missed call.  We explained who we are and how we can assist the client with their student loan needs.  The client explained their current financial situation and how she was unable to afford the program.  We tried to accommodate the client however the client decided it would be best for them to no longer use our service.  Client's account is cancelled and no payments will be drafted from their account.  The client has received their desired outcome. 

• Initial Complaint

  Date:12/07/2022

  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 signed up for public service student loan forgiveness and this company Apex process center reached out to me. They asked for my DOB only and then I had to provide them a number which was texted to my phone, which I found out Im actually changing my password on the federal student aid website, once I provided them that number they were able to get into my account and provided all of my information down to my parent information, my Social Security number, and my loan information. Since I did not have this information, and they provided it for me, I thought that this was not a scam, and they offered to help me process the paperwork on my PSLS loan, and sign an agreement to pay $200 for six months. After getting off the phone with them and doing some searching, I found somebody that posted the exact same scenario on a different forum and realize that Ive been scammed. I have already turned off the debit card that I provided during the phone call, and did not send them any further information such as my pay stubs. I also went to the federal student aid website and changed my password as Im assuming thats how they initially got in and got all of my information. Could someone please help me on how to fix this and get rid of this agreement, I cant afford to pay $200 for six months, and now they have access to all of my information.

  Business Response

  Date: 12/15/2022

  We spoke to the client an hour after enrolling her into our services to address her concerns.  We explained who we are and our service to the client again and also let her know that we do explain in every call that we are a third party company and not part of the **** of *** The client informed us that she would not like to move forward with our company and continue on her own.  The client's account has already been closed and reached the desired outcome.  

  Customer Answer

  Date: 12/15/2022

  
  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:11/30/2022

  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.

  during the summer we got a call from a company called Apex Processing center claiming we were eligible for student loan forgiveness and that this was a new government forgiveness plan. They already knew some of our personnel information such as how much debt we had so we thought they were government-approved. They gave us a repayment plan where we would pay a certain amount for 6 months and our debt would be paid off. To us, this sounded great, And this blinded us to question whether it was a scam. We gave them our bank information and had been paying them every month ever since. As time passed we slowly started to get more and more suspicious of them. We tried calling them multiple times only to be hung up on when asking questions. My ******** English is not that good but that is not an excuse to hang up on someone. The customer service and behavior of their personnel were questionable. After having called them multiple times only to have it end in failure we decided there was a high chance this was a scam so my father blocked them from being able to get money from his bank account. We contacted my university to see if they have heard of Apex Processing center. After doing so they said in their research they are unable to determine if they were a scam but they are leaning towards it being a scam. They gave us articles about how to identify scams such as Apex. After reading the articles we found that their behavior was similar to the Student loan forgiveness scams. we tried contacting the bank to get our money back, but they said since we gave them the bank information ourselves they can not return our money. They then gave us a link to BBB and told us to file a complaint in order to get this figured out.

  Business Response

  Date: 12/01/2022

  We reached out to the client to speak with them about their concerns and complaints.  We reestablished communication with the client and updated him on all his applications.  We also apologized for the miscommunication that had occurred and sent the client.  After explaining the process and what the next steps are we updated the contact information to ensure the client can reach us when necessary.  The client has no further concerns and has decided to move forward with our company. 

  Customer Answer

  Date: 12/04/2022

  It was suited that if I am qualified,after paying $166.17 six times my loan balance will become 0 zero I am not going to pay any more. Now I received a letter from US department of education that says I will pay $48.79 per month.

  I called them,they Said the application that's to reduce The amount of The repayment I said no I am not going to pay for that.I have two options to choose from US department of education that are better.so my question is:is it right what they are doing?if yes close The dispute;if no that is a scam I need the money back. I paid five times.

  Business Response

  Date: 12/07/2022

  We reached out to the client to speak to them about their concerns.  The client explained he was worried about what would happen if certain programs weren't approved and would that affect the other programs we are pursuing for him.  We explained to the client that his current approved payment wouldn't be affected by the other programs.  We also went over each approval document the client has received thus far to make sure he understands the program he was approved for.  The client had no further concerns and was happy with the resolution.