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:09/09/2024

  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 signed up with ***** back in May of 2024. I was quoted an amount that was around $40-$50 for my new student loan payment, not including the fees for the services of *****. Then, when all of my information was gathered ***** made a few errors with my information and gave me a different, more expensive, quote. I asked for s refund of any money I paid them and I wanted to not work with them anymore. However, they agreed they made a mistake and changed the amount I would be paying for my loan payments to a more acceptable amount, but still more than originally agreed upon. I reluctantly accepted this offer, but did mention I was going through a personal issue, my home flooded and I lost everything. Since that time, things have gotten worse, and our home will not be ready for much longer than expected. I asked ***** if I could cancel and get that refund because at this point, I can't afford to do this...I don't even know how I'll afford car or insurance payment, or my phone bill. We are now about 6 months into this woth no place to go and no more insurance money to cover our rental. I need that refund badly. I even thought about going back through this process later, once we areback on our feet, but now that they refuse to refund the money I've sent in, I think I'd just like to cancel and forget it all. I've sent you $1150. I could be using that for rent. I don't want to work with this company any further.

  Business Response

  Date: 09/12/2024

  Thank you for sharing your concerns and I sincerely apologize for the mistake we made on your file. Our records show that we submitted the initial Income-Driven Repayment (IDR) application with an incorrect household size which resulted in a higher-than-expected monthly payment amount. We have since corrected it, but I completely understand that our error created frustration, and I deeply regret that. 
  
  In order to correct the issue we resubmitted the necessary documentation while ensuring that the payment amount was revised appropriately. We also communicated with you regularly throughout the process and made efforts to accommodate your unique situation including the unfortunate circumstances you mentioned regarding your home. 
  
  I understand that your financial situation has drastically changed due to unforeseen events. We have already completed a significant portion of the work on your file, including submitting the necessary documents and securing approvals. Given your current financial challenges, I would like to discuss ways that we can help you get the successful outcome that we all want. Without going into your personal details in a public forum, I can safely say that there is a lot of money at stake. I would like to work with you personally to find a resolution that supports your needs in this difficult time. Please contact me directly so we can discuss options for additional flexibility and relief. 
  
  My team and I value you as a customer and deeply regret the frustration that our error caused. The mistake has been corrected, and I look forward to working with you to accommodate your financial concerns while bringing your case to a successful conclusion. 
  
  Sincerely, 
  **** *******
  President, TSLHG

• Initial Complaint

  Date:11/21/2022

  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: 18446062
  
  I am rejecting this response because:

  I appreciate their response and offer to return the money Ive paid.  My concern is not that they havent provided the service, they have. But they havent been timely or responsive in their communication and they have taken steps that have dragged the *********** unnecessarily.  It would inappropriate for me to not pay anything at all as they have done what they said they would do, just in a very, very lengthy and arduous process that shouldnt have been so hard. I would prefer a compromise of a reduced fee. 
  
  Sincerely,
  
  ***************************

  cise, written updates on where we are in the process at regular intervals. If that cannot be granted, I would like out of my contract. They may keep the money I've paid them for the services they have already rendered. Thank you.

  Customer Answer

  Date: 01/06/2023

   
  Complaint: 18446062
  
  I am rejecting this response because:
  This is incorrect information- you have not reduced my fee at all.  In fact, instead of reducing my fee, you disregarded the agreement we made- specifically *********************************- to take the remainder of my fee out of my refund check (the money I would be paid back for paying over the 120 required payments).  I told her I couldn't afford to have the fee taken out of my checking account and she said no problem, we could take it out of the refund.  I haven't received the refund yet and you have taken the full remainder of the fee out of my checking- I now will be short on my mortgage!  You also failed to send me any type of invoice letting me know you were taking it out.  I stand by my claims and will let every educator I know in every district I have contacts- which is most of the ****** area, know how poorly your service is if you do not make this right.
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/02/2023

  We agree with you that we could have done a better job communicating. Our automated timestamped logs show that we contacted you 3 times during the period mentioned in your complaint to let you know that we were not getting the information that we needed. We could have and should have communicated more frequently than that. We're updating our procedures so that if we encounter this unfortunate situation again we can handle it differently.
  
  We do not agree that we took steps that delayed the process unnecessarily - quite the contrary. The dragging out happened outside of our control. It is true that the process was (and is) much harder than it needs to be but we are not the ones who caused it to be so. You're completely entitled to your opinion of how the file should have been processed but our opinion is based on experience with many thousands of files.
  
  All that said, your acknowledgement that we did what we said we would do means a lot to us. Customer satisfaction is our highest priority. Your file has been updated with an immediate fee reduction of $200.
  

  Business Response

  Date: 02/06/2023

  ****************, This is ***********************, President of *****. We do not debit directly from bank accounts or deduct fees from refunds. I did exactly what you and I agreed to when we spoke on the phone and then I verified via text that you were satisfied with the resolution. As part of a longer text exchange on January 12th, you wrote: "I did just check again- I wanted to give it enough time before checking- and the reimbursement did go through. Thank you so much! I will let you know what I hear from the BBB so this can be closed out satisfactorily.", and, "Hi, I just called and was put through to the voice mail of the person handling the complaint (******). I left a message with my name, phone number, and the complaint number stating we have worked together and resolved the situation satisfactorily and I would like to know what is needed to resolve the complaint formally indicating as such. Hopefully, they call me back soon." 

  
  I had no indication subsequent to that that there was still a problem until I saw your latest post on BBB. At this point, my staff and I have done everything we possibly can to try to satisfy you. Since we are unable to come to a common understanding, I have closed your file with us and refunded all money received from you back to your card. I sincerely hope that you find the outcome that you are looking for.

  Business Response

  Date: 12/06/2022

  At The Student Loan Help Group, we strive to provide the best possible experience for our clients. We agree with your frustration. The problem is that the ****************** is having trouble coping with vastly increased interest loan forgiveness. This is difficult for everyone involved. For you, it means you are waiting much longer than you should have to wait. For us, it means that we have to revisit existing cases many more times than we should have to to get the job done. None of that is good but it is not due to poor service on our part. 
  
  In your case, we were required to resubmit everything that had been submitted to Fedloan again to Mohela. Not a huge problem for us, but can you imagine if you had been doing it yourself? We're used to it - the rules and requirements for these programs change constantly. We handled it in an effective manner for you and for many other customers. But it was a long delay and it was outside of our control. There were additional delays as well and none of them were caused by us. We're excited that ****** has reported that your loans have been approved for forgiveness and we look forward to you receiving the complete discharge we have been working toward for nearly a year. Like you, we would love to see a federal student loan servicing system that moves quickly and efficiently to deliver the forgiveness that borrowers have earned. Unfortunately, that isn't the reality at the moment. All that said, we understand that excuses do not get the job done. 
  
  We are willing to continue working on your behalf, but we're also willing to close your case and return the money that you have already paid us. We do not want a dissatisfied customer. Please respond to ******************** with your preference. We would love to be able to promise that you will have a complete discharge of your loans by a certain date but we cannot do that. We can only take steps on your behalf - we cannot make the government programs function effectively.