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:09/21/2022

  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.

   
  Complaint: 18056756
  
  I am rejecting this response because: now in their response it says I'm legally liable and maybe pursued for defamation of a company's character really? The company is absolutely right I did spend over an hour on the phone with a representative and yes I did sign a six-page document which had to be signed you were on the phone how can somebody read the fine print in a situation like that and when I googled ways to get my student loan back on track that was in part two getting in touch with the department of education not a third party who plays with words with so-called Representatives and getting unknown customers to pay for a service that quite frankly shouldn't even exist the service that this business offers is pointless and is nothing but a low disgusting way for the big man to put money in their pocket so if that's the route they feel they need to pursue take legal action I can promise you this listen to that hour long conversation that should be recorded which I know is recorded and I can promise you after listening to that anybody would have thought the money being taken every month was to go towards the student loans not a service to file paperwork that somebody can do themselves that's why I googled the student loan process and they were the very first name that popped up on ****** how that makes any sense I have no idea no idea at all at the end of the day I do not accept their response when I have tried to call and get in contact with trust arrow like I was able to do last February you can't talk to nobody anymore they literally have their separate parties mine is Nelnet and even the lady from ****** told me that that was absolutely insane for them to be doing what they are doing it is an extremely slimy shady way for somebody to try to make money and look at all the complaints I mean if my complaint was not legitimate why is there so many individuals under the same impression that I was under I am not backing down I am not scared of trust arrow or they're legal team which is hilarious that is hilarious to me you have them saying if you have any other comments or questions you can contact their lawyers well yeah this is what they're doing they're covering their ***** having all the small print inaccessible how are you supposed to read that over the phone while they're representative is telling you okay I'm just signing you over some paperwork just e-sign it real quick and let's move on that is shady man extremely shady I want a refund. I just cannot believe there's a company profiting off this process as ***************** is extending the "pause" paying back student loans this makes no sense
  
  Sincerely,
  
  *********************th this representative she was sending me documents that I had to e-sign before anything could move forward this company is extremely deceiving and I am already in the process of filing fraudulent claims with my bank and I have a stop payment with this company so I'm reading responses to similar complaints where the business is you know using these technicalities which quite frankly is just b******* I mean other businesses or there is other outlets that these same exact services can be done for free and you can do yourself this business should be shut down and they should not even be allowed to even claim that they work in hand or next to the department of education yeah you go to their website and they've covered their butts legally but I'm trying to tell you I still remember the conversation like it was yesterday and this Representative makes you feel like the payment is not for their services but to go towards student loans.coincidence you can't speak to trustarrow when you call now

  Business Response

  Date: 10/06/2022

  *****, your own statement acknowledges that you contacted us to assist with your documents, we did not call you. You spent approximately 1 hour on the phone with a representative who went through your information in detail, before signing a 6 page agreement asking for assistance. Trust Arrow is A+ rated with the ******************** who monitors processing companies for government agency assistance. Your claims are fraudulent and you may be legally liable to defamation as a result. If you have further questions or concerns please direct them to our legal team: ****************************** or contact your account representative via email. 

  Business Response

  Date: 11/29/2022

  Your assertion that our service can be done for free is the same as telling H&R Block to do your taxes for fee for you, since you could do them for free for yourself also. The reason millions of people did not manage their student loan relief for free - is because your loan servicer Nelnet, and many others, routinely scammed borrowers out of opportunities to reduce their debts to such an extreme degree, they were sued by ***************** government. It was all over the news, and is still available for you to read about. Companies like ** exist to allow borrowers and force loan servicers to be accountable for reducing debts when and where they can, instead of avoiding, ignoring or lying to borrowers. Your servicer Nelnet was happy to accept your overpayments for years before we assisted you and placed you in the proper, LOWEST payment possible.
  

  Youre welcome. Have a good one.