Complaints

This profile includes complaints for Savi's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Savi

  1015 15th St NW Ste 600 Washington, DC 20005-2605

  
• 

  Savi

  1032 15th St NW Ste 282 Washington, DC 20005

  

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:03/20/2025

  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 was introduced to Savi by my employer as a benefit. They provided the Essential tier of service and a webinar was offered to employees to discuss the service Savi provides - which included discussion of 1:1 help with navigating student loan repayment (but only with a Pro plan). I wanted to be able to speak with someone for advice on next steps with my student loan, so I purchased a Pro plan. After I purchased the plan, I went to schedule a 1:1 meeting only to find that the calendar says that no meeting times are available and only shows dates through April (all of which are unavailable). I then text chatted with a representative and asked for my money back for this reason. The representative stated that I could get the same service via email. So, I emailed him my issues only to receive canned information that I can find myself on the ************** website. The only customized response to my actual situation was about having W-2s from 14 years ago. Nothing useful whatsoever regarding my loan situation. This organization is a misleading scam. Either do what you say you will do and provide the services you are charging people for, or stop claiming to help. Youre charging vulnerable people who are already struggling under the weight of student loan debt and providing nothing of value.

  

  Business Response

  Date: 03/31/2025

  Dear ******** *****,
  Thank you for reaching out to us and sharing your concerns. We genuinely apologize for the inconvenience youve experienced regarding the availability of one-on-one support calls.
  

  At the time of your enrollment in our Pro plan, all of our available call slots had been filled. However, I want to assure you that additional slots were added shortly after your enrollment. After reviewing our system, I can confirm that there are currently several open call slots available for April, and I encourage you to schedule a call through your dashboard at your earliest convenience.
  

  In addition, Ive reviewed your previous interactions with our Customer Support team. The responses you received were accurate, detailed, and aligned with the information we provide to all of our customers. We strive to give the best support possible, and its important to us that your experience reflects this standard.

  If you would still prefer a refund rather than scheduling a call, we would be more than happy to process that for you. Please let us know how you would like to proceed, and well be glad to assist further.
  

  Thank you for your understanding, and we look forward to resolving this matter to your satisfaction.
  

  Best regards,

  **** *******

  Director, CS at Savi

• Initial Complaint

  Date:03/23/2024

  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 enrolled with Savi as a perk provided by my employer, a non for profit institution. Savi service was supposed to lower my student loan payments and help with loan consolidation. Upon discovering the similarities between Savi and MOHELA I no longer wanted to use Savi and wanted to cancel my service with them. An inquiry was sent to cancel my account, but instead of cancelling the services, they closed my online login access. I enquired again at the begining of February via email, because that is the only way the customer service can be reached. The communication is terrible and the case is still not resolved. I'm being charged $10 every 4 weeks for the service I have no access to.

  

  Business Response

  Date: 03/27/2024

  ********************** initially reached out to Savi to request an account deletion and refund.  Upon review no charges could be located for **********************.  After reaching out to ********************** as shown in the attached correspondence, ********************** acknowledged that the charge he was referring to was not associated with Savi, and was in fact from his current employer.  At this time there is no further action required by Savi on ************************** case.

   

  Best,

  ***********************

  Director, Customer Success

• Initial Complaint

  Date:11/20/2023

  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.

  On October 26, 2022, I paid $60 for the Essential Plan from Savi for my sister ****** Dance ***** (Receipt #****-1870) by credit card. When we tried to get their assistance in helping file the ************** Loan Forgiveness (****) application before the deadline they were not available. And it doesn't appear the Essentials Plan was ever added to the account. I am requesting a refund for Essentials Plan that I paid for that was not provided.****** tried to used the Savi to help with completing **** application which had a deadline of October 31, 2022. She could not reach Savi by telephone after several attempts. On October 28, 2022, she submited an email request for help which became Ticket #*******. The email wasn't answered until November 4, 2022 well after the **** deadline. Savi didn't provide the services promised.July 16, 2023- She emailed a refund request for the $60 since no services had been provided this was Ticket #******. The email wasn't responded to because it said she did not have an Essentials Plan. Attached screenshot from July 16, 2023 shows that Savi was requesting an upgrade to an Essentials plan.I am requesting the refund for the $60 Essentials Plan as the system could not be used to help with the **** before the deadline and Savi's own system says it did not provide the plan even though it was paid for.Another issue that has caused confusion is that the account email address is ********************* (******'s email address) but the name on the website is "*************************" (her daughter). ****** does not know how this occurred and there is no option in the account to correct this. I was delayed in requesting a refund because I could not find the proof of payment (the receipt that was emailed until recently). When I searched for my emails a receipt from "Savi" did not come up. I stumbled across the receipt by accident because the Sender's name and Return Email address was *************************** *** not "Savi".

  

  Business Response

  Date: 04/10/2024

  Hello:
  

  This email is in reference to complaint #********.  This is to inform you that the customer who filed the complaint, **************, has been refunded in full as requested.  Attached you will find a screenshot of the refund receipt.  If any further action is required please contact me at *************************************.

   

  Best,

  ***********************

  Director, Customer Success

  Customer Answer

  Date: 04/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** Dance
  
  

• Initial Complaint

  Date:11/17/2023

  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 just want to delete my user profile and none of the million and one articles they have are useful. Why is there literally no where on the site to do that? Why do I have to pay you money just to talk to a live person?

  

  Business Response

  Date: 12/12/2023

  I apologize for any trouble you have experienced using our site.  This is to confirm that your account has been deleted as requested as of today and any information entered has been deleted as well.  

  Customer Answer

  Date: 12/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:10/17/2022

  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 opened an account with Savi and paid $60 for services that they have not followed through on. During an application process for the services promised, there was a technical issue, and after opening more than 15 tickets between 9/8/22 and 10/16/22 and being promised on 5 occasions for a call back from a project manager who could assist with the issue, I have not been given a resolution. I called on 10/16/22 requesting a refund because SAVI has failed to deliver on its promises or service, and I was told they would have to open yet another ticket. The two tickets that I think are most relevant are the last two opened: #****** (9/30/22) and #****** (10/16/22). The loan forgiveness application process is time sensitive, and they have robbed me of a month to be able to navigate this process and caused unnecessary stress by being an ineffective business. I should have been given a refund right away when I called on 10/16/22 as I was told when I opened ticket #****** that if I didn't hear back, they would honor that request right away, and here I am still waiting for a refund and for them to close my account. In addition to calling, I also emailed for a refund, and was given yet another ticket #******. Their services are terrible! Lots of opened tickets and no follow through for resolutions.

  

  Business Response

  Date: 01/19/2023

  ***. ******** concerns were escalated to *********************************, Assistant Manager of Customer Success at Savi on 10/3/22 in which ************************, in detail, answered ***. ******** questions and concerns and outlined steps ******************* could take to complete her application.  There was no response to **. *********** email and a full refund was processed on 10/31/22 in the amount of $60. ***. ******* account remained active for the remainder of 2022 should she have decided to revisit and complete her application through the Savi tool.  As of January 1st 2023, her account is no longer active and no further charges will be drawn. A transcript of **. *********** email to ******************* is attached as well as the refund receipt.