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:03/28/2025

  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.

  3/26/2025. I called asking about student loan relief. They went into my student aid account and asked for the security code 3 times and then changed my password. They said they would "Clean up my Credit", reduce my monthly payments, consolidate my loans to a 4% interest rate, and enroll me in an IBR plan and PSLF. All I needed to do was send them $1000 to initiate the process. I have no idea what "Clean up my Credit," means, but when I looked at my account, I was already on an IBR plan and PSLF. And there is no plan that qualifies for PSLF that has a 4% interest rate with such a low monthly payment. I asked him to send me the documents before I made a decision and I never received them. I do not trust them with my private information or access to my student aid portal. I do not believe any of the services they offered were legitimate.

  

  Business Response

  Date: 03/28/2025

  Hello *****,

  If you are on an Income Based Repayment Plan (IBR), then the monthly payment amount would be based on various demographic factors that would be provided.  Based on the information that you provided, you were quoted the monthly payment amount that you qualitfy for.  Regarding the interest rate, it is a weighted average of your existing loans.  The interest rate is not recalculated.

  As requested, your information has been deleted.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23125925
  
  I am rejecting this response because:
  

  It does not address the fact that they attempted to sell me services that they knew were unnecessary, already completed, or completely fraudulent. It does not address the fact that they went into my account and changed my password. It does not explain what "Clean up my Credit" means. It does not explain why they are charging $1000 for said fraudulent services. I do not believe whatsoever that the terms I was promised were real, since I am already on all of those programs and the only service they offered that wasn't already done was the consolidation of my loans. How that lowers the interest rate to 4% and payments to 1/8th of what they are supposed to be, is beyond me.

  
  Sincerely,
  
  ***** **** De La Fuente

• Initial Complaint

  Date:09/09/2024

  Type:Sales and Advertising 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 initially got setup with an account with **** to resolve my student debt from the art institute after they went under. I have had zero correspondence after months and anytime I call I get sent to someone who is always on lunch.

  Customer Answer

  Date: 09/10/2024

  I would send that information if I had access. There is no portal or way to view any of that information that Im aware of. Ive gotten no mail or calls regarding any updates.

  

  Business Response

  Date: 09/11/2024

  Hello *****,

  Thank you for contacting us through the BBB.  Our processing department just called and left you a VM. Please contact them directly at *********************.

  Their last communication with you was last month.  Your application for ********'s Defense was discussed and has been submitted to the Department of Education.  Timelines were reviewed.  Please let us know if you have any further questions or concerns.

• Initial Complaint

  Date:06/28/2024

  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.

  My brother has a traumatic brain injury and I am his POA. He was misinformed about what service he was getting. Once he requested a refund, they danced around the request and talked him into waiting. They then accessed his student loan account and changed his password. I called and **** said she will process the refund and it would be back in his account within 24 hours. That hasnt happened and now they will not return my phone calls. I want the refund immediately

  

  Business Response

  Date: 06/28/2024

  Hello *******,

  We have no record of you nor have you provided your brother's name, so we are unsure of whom you are referencing.

  We are a call center but business hours of Mon-Fri, 9AM to 6PM EST.  We are a call center environment and answer the phones all day.  Have you tried calling us at ************?

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21912637
  
  I am rejecting this response because:
  They have my name as well as my brother ***************************

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/28/2024

  Please reread your original complaint. This is the first time that you have provided your brother's name, ***************************.

  ******* just signed up on 06/24/24 and is within the refund window and has been issued a full refund.

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21912637
  
  I am rejecting this response because: please reread my response. You do have my name on file as his POA and he has not been refunded. I will keep this complaint open until I see a refund in his account and everyone knows that you target people with disability. You record all conversations so everyone at your company knew he was involved in an on-duty officer accident only four months ago and suffered a traumatic brain injury and yet continued the conversation and took money from him.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/09/2024

  This is resolved.

• Initial Complaint

  Date:12/01/2023

  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 am complaining about the business for leading me to think they were handling my student loan and to find out that they are not. I have paid them money and I hoping to get refunded in the amount of $400.00

  

  Business Response

  Date: 12/02/2023

  Hello *******,

   

  Thank you for reaching out to us via the BBB.  You had originally signed up with us on 10/23/23.  At that time, it was explained that your process is expected to *********** to 8 weeks to complete. Nelnet has received your application for a $0.00 monthly payment plan via the SAVE plan.  The consolidation was funded which means that your loans are transitioning over.  It may take Federal Student Aid 1 to 2 billing cycles to update, but you should be receiving a statement from your new servicer with a $0.00 monthly payment under your new income driven repayment plan.

  Have your received the numerous emails that were sent throughout the process to keep you updated on the status?  We attempted to contact you today, but was only able to leave a voicemail.  Please feel free to contact our processing department directly at ************ so that we can address any additional questions that you may have.

• Initial Complaint

  Date:09/20/2023

  Type:Customer Service 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.

  Hi, I signed up for this program in 2020 and Im not too sure why Ive paid for this assistance. *** spent thousands of dollars on a service that was pretty much nonexistent, just making sure it was collecting money from me. I was told that Id have to pay over $500 on monthly payments once student loan repayment starts back up. *** reached out to my **** ******* at DS about how I cannot afford this payment and need to discuss other options. I was directed to reach out to ****** personally to make the changes. I called the company and my payments were never even close to $500/month (theyre actually $21/month). The team also mentioned that they never heard from this third party on my behalf. So Im very confused on where that $500+ came from and if I started making payments who would have received them? Also who was Doan Solutions conversing with about my loans? Where were they gathering information? Overall this entire program is a scam and its very sad that they prey over new graduates to take the little money they have. Id like my money back.

  

  Business Response

  Date: 09/20/2023

  Hello ******,
  
  Thank you for reaching out to us via the BBB.  You had originally signed up with us in August of 2020.  At the time, you were on a standard repayment plan. What that means is that your total balance (including interest) was divided by 120 months and that would be your monthly payment.  Your standard plan was then switched over to an Income Contingent Repayment (ICR). The repayment amount would be based on your provided proof of income each year, along with other various factors such as your marital status and family size.  Because the plan was switched to an ICR, the lower monthly payment took effect.  Similar to filing taxes, the repayment plan must be recalculated every year with an updated proof of income to determine your repayment amount for the following year.  This is called an annual recertification.  All of your paperwork and applications since *************************************** 2020, you had multiple loans open, the first step was to consolidate those loans from your various services with Nelnet into 2 different loans, 1 subsidized and 1 unsubsidized.  If you recall, your loans were borrowed from various agencies, and not Nelnet.  Only through consolidation are they now with Nelnet.  And each subsequent year, your recertification was managed through Nelnet.
  
  Please feel free to contact us directly at ************ and speak with a supervisor.  We will be able to provide you with all documentation and applications that were submitted to Nelnet on your behalf since 2020.

  Customer Answer

  Date: 09/20/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/28/2023

  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.

  DOAN SOLUTIONS IS OPERATING FRAUDULENT. *************************** WHO I DO NOT THINK IS A REAL PERSON BUT A BAD ACTOR IS TRYING TO DECEIVE, PREY AND MANIPULATE STUDENT LOAN BORROWERS.MY STUDENT LOAN WAS FORGIVEN! JUST FOUND OUT TODAY.PRIOR TO THIS, ***** STATED, I NEED TO PAY ****** FOR 1 YEAR OF INTEREST FOR A FORBEARANCE AND THE GOVERNMENT WILL PAY MY LOAN FOR 1 YEAR AND THEN RE-EVULATE. THE CLAIM. HOWEVER, THIS IS WAS WRONG HE SENT FALSO INFORMATION ON TRYING TO CONSOLIDATE MY LOAN WHICH CANNOT OCCUR.THERE IS ABSOLUTELY NO REASON FOR THIS SHOULD BE REPORTED ON MY CREDIT AS MY LOAN IS FORGIVEN!THIS IS A FRAUDULENT COMPANY, THE PERSON IS A BAD ACTOR AND BEWARE. DO NOT GIVE THIS PERSON ONE IOTA OF YOUR HARD-EARNED MONEY ONLY WORK DIRECTLY WITH APPROVED LOAN SERVICE PROVIDERS AS THIS COMPANY ATTEMPTS TO PORTRAY AS IF THEY ARE A LOAN SERVICE PROVIDER.THEY *************************** ALSO, FALSIFIED DOCUMENTS AND PROVIDED TO THE FEDERAL GOVERNMENT STUDENT LOAN DEPARTMENT OF EDUCATION ON MY BEHALF. WHICH WAS NOT AUTHORIZED.********************* THEY CLAIM TO BE LOCATED IN THE ALLERGY PARTNER'S BUILDING ************************** ***** PER ************** WEBSITE WHO IS THAI ****?????? OF DOAN SOLUTIONS???

  

  Business Response

  Date: 08/28/2023

  Thank you for reaching out to us via the BBB.
  
  We apologize for any confusion that *** have been caused.  We try to be transparent in the services that we provide and by no means ever would try to claim that we are affiliated with the US ********** of **************** The signed Statement of Work identifies us as a third party.  Your call with our agent will be carefully reviewed for quality assurance.  ***** does work for Doan Solutions and we are located at the location that you have indicated above.
  
  We are glad to hear that your loans have been forgiven under the new administration's loan forgiveness effort.  At the time that you had contacted us, your loans were still outstanding.  Our services are to facilitate the consolidation of your loans into a single loan and make the payments more manageable. At the time that you signed up with us, you were unemployed therefore you had qualified for a $0.00 monthly payment.  With a $0.00 monthly payment, your loans are not in forbearance, but no payment is required on a monthly basis.  Although they are similar conditions where no payment is made, they are not considered the same status.  After a year of payments, or payments of $0.00 in you situation, your account is reviewed accordingly and if you had started by next your, your payments would have been adjusted based off of your income.  But fortunately, your past years of payments qualified you for total forgiveness at this time.  This is something that was not known at your time of enrollment back in June.  Close to 1 million student loan borrowers have already received total foregiveness under this new initiative, loans are forgiven as each individual case is reviewed by the ********** of **************** There is not a waitlist of people who will be foregiven, therefore each case is going to vary.
  
  Although you did not request it, we offer a 100% satisfaction guarantee.  We attempted to process a full refund however, your bank declined the transaction.  If you can confirm with your bank that a refund can be processed, please notify us.  You will not be billed for any further charges and once the refund can be processed, your account information will be deactivated.  An email was sent to your original inquiry, but we have not received a response back.

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20527613
  
  I am rejecting this response because:
  
  

  a refund should be issued! I accept this fact. 

  I reject because false information was provided. SOW was never sent  nor have I signed any SOW is fraudulent. 

  Business provides false and deceptive business practices 

  All my information should be deleted and refund should be issued. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/27/2023

  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.

  About two years ago, I sent an application for loan forgiveness. At that time, I submitted the application but never heard anything. I was contacted by Doan Solutions, who said that they would help me process my loan forgiveness, and that I qualified. After a payment to them, which included two months of loan payment (so my loan would be paid while they processed the information and said that the loan would be forgiven and I would receive a letter saying that my loan was forgiven and I would not have to pay each month. I have never received the letter and the payment continues to be taken from my bank account monthly.

  

  Business Response

  Date: 01/28/2023

  Hello ********,

  Our processing department was able to contact you and answer all of your questions.  Please let us know if we can be of any further assistance.

• Initial Complaint

  Date:01/10/2023

  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 was contacted by a student loan company called Doan Solutions. They offered to help reduce my student loans and set up new payment plans for my loans. I sent them money to provide services to do just that. I called the department of education inquiring about the work Doan Solutions was doing on my behalf and was told nothing was being done at all. Not one form filed or submitted. I was advised by the Dept. of Education that this company was a fraud. That these companies are doing this to people all over. I told them I had been sending money every month to the company for student loan help. I immediately contacted my bank and filed a fraudulent claim. My bank was able to stop any future payments from coming out of my bank. They contacted Doan to retrieve my money for services never provided. Doan never responded and my bank issued me credits for fraud on my account. I was reviewing my credit report and Doan has filed against me for $900. I tried to dispute with Equifax and advised of the fraud. Doan responded back saying I owe the money. How can I owe for something that was never done. They are scamming students. I would like the amount removed from my credit. They didn't act in good faith or fair business practices. They got money out of me for doing nothing and are trying to ruin my credit now. They shouldn't be allowed to practice business. I filed a complaint with ***** ******'s office since I'm in CA. If nothing is done I will seek legal services. I can't believe companies like this even exist.

  

  Business Response

  Date: 01/10/2023

  Hello *******r,

  
  Thank you for reaching out to us via the BBB. 
  Regarding your student loans, you had initially signed up with us in January of 2018.  Your student loans were flagged for active wage garnishment due to being in default for an extended period of time.  Please keep in mind that this was before the forbearance period due to COVID-19.  We had reached out to your servicer and were able to reverse the active wage garnishment.  In addition your loans were consolidated with the US Department of Education into 1 combined loan.  If you review your loans and the status of this prior to 2018 and since 2018, you will notice that your loans were consolidated and moved over to a new servicer.  In May of 2018, you had issued multiple chargebacks for the fees that you had paid.  We had tried to contact you to discuss the reason for the chargebacks and discuss the status of your loans, but was unable to get in touch with you via phone or email.
  
  Per your request, the collections agency has cancelled the claim.  It may take up to 2 to 3 billing cycles to reflect on your credit report.

• Initial Complaint

  Date:01/04/2023

  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 an agreement with Doan to get me out of default. I paid $1600. I called them monthly to check on my account. The last time. I talked to them (April). They said I was out of default. I would pay 5 dollars a month till October. They said they would reach out in October. They never reached out. Today
  .i called to get status to find out I am still in default!!!
  I was scammed!!! What did they do?

  

  Business Response

  Date: 01/04/2023

  Hello ******,

  Thank you for reaching out to Doan Solutions via the BBB.  Our processing department was able to get in contact with you and resolve all of your concerns. Please let us know if we can be of further assistance.

• Initial Complaint

  Date:10/31/2022

  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.

  The company posed as a department of education representative to obtain my information and created an account for me using my personal information SS# and birthday. Then they told me it will cost me $600 to get the paperwork processed. They were persistent on getting my credit card number. When I said I don’t have credit card or debit card they asked for my bank account this is when I realized I am being scammed. I am afraid they my my personal information and use it fraudulently. They created my account for me through the student loans.gov website posing as a department of ed. I called loan myself and they informed me I was scammed for my information.

  

  Business Response

  Date: 10/31/2022

  Hello ********,

  We apologize for any miscommunication.  We do not make any claims that we are the US Department of Education, we try to be as transparent as possible that we are a 3rd party private company.  Your personal information has been deleted and upon request, no further communication will be made to you on our behalf.  Please let us know if you have any further questions or concerns.