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:11/11/2022

  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 applying for President ******* student loan forgiveness plan I received a phone call from the "processing center" they need to finalize my application for the loan forgiveness and to call them back with my reference number they included in the voicemail. I called them back and was redirected to a representative saying the loan forgiveness has been shut down and now we will continue with income driven repayment: I was asked to "confirm" my information and he said I would be texted a code to confirm my phone number and when I provided him with the code he had access to my FSA login so he was able to tell me my address, social, loan amounts etc. After realizing this was a scam I changed my username and password, however they had me sign a contract saying after I applied for income driven repayment and after 20 years my debt would be forgiven, I would pay $200 a month for 6 months then it would go down to $175.13. I never provided my pay stubs because I started to suspect it was a scam, I cancelled my debit card and notified my bank. I also called the scammers back at ************ and stated I wanted to discontinue services with them, the representative said he will pass my message along and I will be contacted however never received a phone call or email confirming the termination of services. I want to make sure they do not have access to my loan information preventing me from actually applying for government repayment plans and prevent them from performing this con on another person.

  Business Response

  Date: 11/14/2022

  We received the client's request to speak to someone in the cancellation department.  We reached back out to the client client a couple hours later and answered the client's questions.  After we answered the client's questions we ended the enrollment of the client from our service.  The client has already received her desired outcome.  

• Initial Complaint

  Date:10/25/2022

  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 signed up for student loan forgiveness and this company Apex process center reached out to me. I believe I am being scammed. They asked go all my personal information including my paycheck of which I had sent to them, my bank account information and I signed the agreement. This first payment is due 11/3/22 of $145 a month for 6 months then they said they will cancel my loans. Please help me out. I do not have money to waste. I am planning on going to my bank and blocking payment from my debit card. Please help. How do I cancel the whole thing and not have them withdraw from from bank??!!

  Business Response

  Date: 10/31/2022

  We spoke to the client to assist them in ending their enrollment into our service.  No payments will be drafted from the client and the account is closed.  

• Initial Complaint

  Date:10/19/2022

  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.

  After apply for a ************** Loan Forgiveness, I was contacted by this company who claimed to help process these loan forgiveness types. After walking me through the process, the rep claimed they would process faster and more efficient than the Gov. site. The charged me $1,000 to do so. I paid and was emailed the same PSLF form available on the StudentAid.gov site. I was told to call or email the rep once I gathered all of my required documents. It took me a week to gather the documents. I called the rep and his supervisor. I left messages and emailed. NO ONE EVER got back to me. I paid them $1,000 and completed the process all by myself. I had to get others to help me because APEX never responded. I paid $1,000 for a form thats available online. They claimed to work with the government. It was a total scam.

  Business Response

  Date: 11/02/2022

  We reached out to the client to discuss her concerns.  We gave the client updated contact information to ensure a clear line of communication as well as assisted her with the remaining applications that still needed to be completed.  After completing the remaining documents we spoke to the client again to ensure we addressed all her concerns and answered all her questions.  The client is satisfied and has no additional concerns. 

  Customer Answer

  Date: 11/02/2022

  
  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:08/09/2022

  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.

  I paid the company $1,200.00 on January 17, 2022, to assist me with applying for a Federal student loan forgiveness program. The company representatives have either ignored my attempts to contact someone or, when I do finally get to talk to an actual person, they keep putting me off claiming they are fixing the problem and that they now understand what to do. The student loan servicer in charge of processing my application indicates that this company has submitted several iterations of my application with all being either incomplete, illegible, or both. APEX representatives also keep giving me conflicting direction regarding what type of documentation is required to accompany my application and the Federal student loan servicer has advised me that APEX is not a legitimate processing company and that I should complete/submit my own application directly with the new loan servicer. The company has not produced the results they promised within the given promised time frame and they are largely ignoring my recent attempts to talk to someone to resolve my dissatisfaction with their service. I have requested a refund of the fee paid several times verbally and once in writing. A refund of the fee paid by me is what I am seeking as resolution of this complaint.

  Business Response

  Date: 08/17/2022

  Hello,

  we reached out to ************ and resolved this issue directly. We spoke to ************ and explained where the issues occurred on his application. We agreed to process the **************** refund however the next day another conversation occurred with ************ explaining why the W2s were necessary and how we can still complete his application.  After this conversation ************ was more interested in having the initial work completed rather than receiving a refund.  We have since received **************** W2s and will be updating him as the process continues.  

  Customer Answer

  Date: 08/17/2022

  
  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:08/03/2022

  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.

  I was notified from Apex Processing Center by phone they can waive my student loans with the Department of Education on July 15th, 2022. The program is Federal student loan Forgiveness. The man I spoke with name is Deha (Senior Advisor) stated, I have to pay $145.00 per month starting August 31st, 2022, for 240 months to pay off my student loan, which is the amount of 11, 434.00. They asked me confidential information such as social security number, mailing address, debit card information. On July 19th, 2022. I received an email from Department of Education and the email stated there was suspicious activity on my student loan account. I immediately contacted Department of Education by phone they informed me they normally don't contacted students phone its normally by email. After I ended the call with Department of Education, I changed my information in my FSA account such as password and debit card information as well. The phone number they contacted me is (1-888-465-1614) from Elaine. Elaine is the woman that left a voice mail message prior the date of July 15th and I return the call on July 15th and spoke with a man name Deha. I am concerned that Apex Processing center is not who they say they are. Can you please help? I hope to hear from you soon. Thanks!

  Business Response

  Date: 08/05/2022

  We have spoken with Ms. Fox, and she now has a clear understanding on her concerns, and we will working with her directly moving forward.

  Customer Answer

  Date: 08/05/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17654687, 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,
  
  Shadora Fox