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:04/04/2024

  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 was contacted by Superior servicing, LLC in regards to my student loans. They explained to me that they would consolidate my loans into one payment plan and I would be making payments directly to them for the federal loans. After receiving notification from the federal student loan organization that I was behind on payments to my loan, I did some research and discovered that Superior Servicing LLC is not a legitimate company. They were not making payments to my federal loans as stated.

  Business Response

  Date: 04/17/2024

  Hello *****,
  
  We will be reaching out to you via phone call to resolve this matter with you. You can also call our customer service at **************.
  
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:04/04/2024

  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.

  Received a letter in the mail from Superior Servicing advising that they can consolidate my student loans and get me on the SAVE program repayment plan in October 2023. I called the number on the letter and spoke with a gentleman who explained the company to me and the process. He then asked me some personal questions about myself and my income. I gave him my information. He then stated that based on my income and household size that my monthly student loan payments would be $49 for 240 months and then the remaining balance of my student loans would be forgiven. He also advised payments could change based on change in income and household size. I agreed to move forward. He said I would have to pay $899 to close out my current loans and consolidate them. I agreed to three installment payments. He then emailed me documents to sign and instructions for printing out documents to sign and mail in. I signed all documents and mailed in the required documents as instructed. I paid $299.67 on 10/10/23 and 10/27/23 and $299.68 on 11/27/23. Then the monthly payments of $49 came out of my account on 1/24/24, 2/26/24, and 3/25/24. Neither of these payments have been applied to my student loan balance. In fact, I received an invoice from the new student loan servicer stating that my monthly payments would be $805.23 starting in January. I ended up having to complete a new IDR through EDFinancial which that went through quickly and my monthly payments are $0 based on my income. I have called the company to inquire where my payments are going and have received no response. The line always goes to an answering service where I have to leave a message. The gentleman was not honest and their practices are abusive and deceptive. I feel like I have given away my hard earned money especially during a time where I cant afford to.

  Business Response

  Date: 04/17/2024

  Hello ********,
  
  We never stated that the fee you paid us was going towards your loans. It clearly states on the service agreement you signed that it goes to our company to help you with the process of the documents. Also, based off your EdFinancial account it shows that all the documents that were submitted did process, so we are not sure why you are saying that we were deceptive. Below we will attach the information we having showing that the consolidation and IDR forms were processed correctly. We want to resolve this matter with you so our customer service department will be reaching out to you. You can also give us a call at **************.
  
  Total Current Balance: $145,828.53
  
  1-01 DL Consolidated - Subsidized
  $30,605.83 *****% 03/16/2024
  
  1-02 DL Consolidated - Unsubsidized
  $115,222.70 *****% 03/16/2024
  
  Loan Status:
  Repayment
  Repayment Plan
  Saving on a ******************** Ends 12/16/2024
  
  Disbursement Date:
  11/20/2023
  
  Best Regards,
  Superior Servicing 

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21529766
  
  I am rejecting this response because:
  I had to submit my own IDR to be placed on the SAVE plan.  I submitted documentation showing that when the loans were consolidated I received a bill stating that I would have to pay $800 per month.  I completed my own application to get on the SAVE plan.  Once my application was approved, I was told that my payments would be $0 per month based on my income whereas the representative from Superior Servicing told me that my monthly payments would be $49 per month for 120 months and then the remaining balance of my student loans would be forgiven.  So overall, your approach and information that you provided to me via the telephone was deceptive and untruthful.  At no time during the conversation did he say that I was paying you all for your services, nor did he inform me that I could do the same thing you all do myself for free.
  Sincerely,
  
  *********************

  Business Response

  Date: 05/01/2024

  Hello ********,
  
  There is no need to go back and forth. All our calls are recorded for compliance purposes. Everything was stated on the phone to you originally was also stated on the service agreement you signed. We have already spoken to you about this matter, and have provided you with a refund check, which you should've already received. Furthermore, we have cancelled out your account and no further payments have drafted. If you still have any questions regarding our resolution then please give our customer service a call.
  
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:04/04/2024

  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 was contacted in May 2023 about transferring and consolidating my student loans from Navient to ******. The caller told me he's calling from the ********** of ********* and did a lot of math to explain to me how this would work and how I would benefit from the latest DoE PSLF. He claimed that there's a one time processing fee of $799, and I would pay $49/mo until my student loan repayment resumed in October 2023. I asked him whether the $49/mo would go into the balance of my student loan and he said yes. He also did the math to show how I would save long term even though the processing charge was high, so I decided to proceed. The company debited $799 from my account in May 2023 and I started paying $49/mo. However, even after my student loan repayment restarted in October 2023, I am still paying $49/mo till today. I called ****** and they said they never received the $49/mo payment. This is a total scam and I would like to report this company for fraud.

  Business Response

  Date: 04/17/2024

  Hello ******,
  
  We will be reaching out to you by phone in order to resolve this matter with you. You can also call our customer service department at **************.
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:04/04/2024

  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.

  Superior Servicing LLC initially reached out to me via mail, presenting themselves as a reputable third-party loan servicer offering assistance with loan forgiveness. However, upon closer inspection, it became apparent that their claims were misleading and their practices were deceptive. They falsely asserted that a large mandatory fee was required and that it would be directed to my current loan servicer. Furthermore, without my explicit consent, Superior Servicing began deducting $49.00 monthly from my account. They withdrew approximately $1,100 and kept the funds for themselves, without ever transferring the money to my loan servicer. To further camouflage their suspicious operations, they deceitfully reversed three out of eight payments, potentially in an attempt to portray themselves as legitimate to financial institutions. I want to further emphasize that they definitively lied about where the money was supposed to go, and they persist in denying their deceptive practices.This manipulation has not only jeopardized my financial stability but also made it exceedingly challenging to reclaim what was rightfully mine. This company has proven to be disreputable, with numerous complaints lodged against them. This company's unethical practices not only harm individuals but also erode trust within the financial services sector and it is imperative that immediate action be taken to cease their operations.

  Business Response

  Date: 04/17/2024

  Hello ******,
  
  We never claimed the fee you paid us was going towards your loan servicer. We clearly explained it was a document preparation fee going towards our company. Also, nothing we did on your behalf, including the $49 monthly payment, was done without your verbal and signed consent. All our calls are recorded and we have attached the service agreement you signed as well. We never reversed any payments either, as that is not something we are able to do through our system. Any payment returned to your bank account was due to insufficient funds, and you can confirm that with your bank as well. Furthermore, if you check your student loan account with Nelnet it will show that your loans were in fact consolidated and enrolled in the SAVE forgiveness program, and that was due to the documents we had prepared for you. Our customer service department will be reaching out to you to resolve this matter, or you can call us at **************.
  
  
  Best Regards,
  Superior Servicing

  Business Response

  Date: 04/17/2024

  This is a copy of the service agreement that ****** signed.

  Customer Answer

  Date: 04/18/2024

  I dont see a resolution provided, I want a refund. All I see are false documents, with my signature that I never authorized. I want my refund. I have been called by this company regarding a refund yet any time I try to call them back I cant get anyone on the phone. I was left a message that the refund process needs to be reviewed over the phone, meanwhile they know exactly how to refund me. They need to stop providing false direct lines, as no one can be reached unless they call you. All I want is my refund. Thanks. 

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21530774
  
  I am rejecting this response because: I dont see a resolution provided, I want a refund. All I see are false documents, with my signature that I never authorized. I want my refund. I have been called by this company regarding a refund yet any time I try to call them back I cant get anyone on the phone. I was left a message that the refund process needs to be reviewed over the phone, meanwhile they know exactly how to refund me. They need to stop providing false direct lines, as no one can be reached unless they call you. All I want is my refund. Thanks. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/01/2024

  Hello ******, 
  
  All our calls are recorded and the service agreement we have attached to this complaint is not "false," as that would be illegal. There is no need to go back and forth, as we were simply providing the documents for BBB's record so they know that there was signed proof of you enrolling with us. We have also already spoken to you about your refund and told you that it was approved. Your check has been mailed out and you should've already received it. If you have any further questions regarding our resolution then please call our customer service.
  
  Best Regards,
  ******************** 

  Customer Answer

  Date: 05/01/2024

   
  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:04/03/2024

  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 received a letter in the mail from Superior Serving saying they were able to help me consolidate my student loans and lower the monthly payment amount. I was eager to work with this company because I knew I would have to begin repaying my loans the next month. I was told that if I pay three initial payments of $366.33 my monthly repayment would be $49 a month for the next 120 months to bring my total repayment down to $5,880 compared to my current monthly payment of $324.06 and total amount of loans of $32,406. After I completed paying the initial payments I received a call from my loaner (Edfinancial) expressing I have a payment of almost $400 due and that it was the first payment in my loan repayment process. I explained to them that I was working with Superior Servicing and that I already made my first three payments. My loaner stated that there was no record or documentation that I had made any payments and that is when I questioned this servicing. After reading the other complaints I am shocked in how similar each case was. They scam you to believe you are repaying your loans and these initial payments will help lower the monthly charge when in reality it does absolutely nothing to help repay your loans. They led me to believe I was able to lower my loan repayment and it honestly made me feel relief, but in actuality they use people that are vulnerable and take advantage of them. I now have overdue payments because of this company. Once I realized that this was a scam I tried calling the company back numerous times and the phone just continued to ring and no one answered. I am reporting this because no company should be able to do this so frequently and so easily! I ask that the company to do right by the people they manipulated and give back whats rightfully ours. I hope with the addition of my experience along numerous others that this will stop happening to people that are just looking for help!

  Business Response

  Date: 04/10/2024

  Hello **********,

  We never stated that the amount you paid us was going towards your loans. We are a document preparation center for government programs and it was clearly stated, as well as on the service agreement you signed, that it was a fee we charge to prepare your federal documents. We had also given you clear instructions to print, sign, date, and mail the documents to the address listed so that your servicer could process the documents and you would then be enrolled into the SAVE forgiveness program. Our intention from the start was to assist you with your student loans, not "scam" you. We reviewed your file, and approved your request for a refund of $1,148. Our customer service department will be reaching out to go over the refund process with you. You can also reach us at **************.
  
  Best Regards, 
  Superior Servicing

• Initial Complaint

  Date:04/03/2024

  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.

  As with some of the other reviews I have read concerning Superior Servicing, I too was contacted about student loan forgiveness. I was informed that after paying nearly $900.00, I could then begin paying $49 per month for so many years. I have now been informed that the documents I submitted seem to have just disappeared, so I need to go through the entire process again. Im not expected to make the payments again, of course, but Im concerned about the legitimacy of this, particularly after reading so many other similar reviews.

  Business Response

  Date: 04/10/2024

  Hello ****, 
  
  We did not tell you the documents you mailed "disappeared" or that you had to go through the entire process. Your consolidation went through, the only thing you had to resubmit was the *** and forbearance forms because your servicer did not process them and unfortunately that is out of our control. Our customer service department will be reaching out to you to go over a resolution for this. You can also call us at **************. 
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:03/27/2024

  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 contacted by Superior Servicing LLC in February, and the individual who contacted me falsely claimed to be working for the ********** of ********** At the time, I was in the process of submitting a SAVE plan application, and this person assured me that they could handle the application process and adjust the monthly payments to a more reasonable amount. They stated that it would require three payments of $399 initially, followed by 40 monthly payments thereafter.However, after making all three payments, none of the promised adjustments were made to my student loans as they claimed. This situation led to me missing payments for my actual loan. It's evident that this company is operating as a complete scam.

  Business Response

  Date: 04/10/2024

  Hello ********,
  
  All our calls are recorded for compliance purposes. We never called you, you initially called us for assistance; We also never claimed to be working for the ********** of ********** It was clearly stated over the phone and on the service agreement you signed who we we are and what we do. We assist applicants with preparing documents for applicants in order for them to get enrolled into government forgiveness programs for a fee. If you never sent the documents we prepared for you as we instructed, then that is why nothing ever took place with your student loans. We have already spoken to you about this matter and have issued you a full refund via check. The delivery date for the check is set for 4/16/24. If you have another other questions regarding your refund you can contact our customer service department at **************.
  
  Best Regards,
  Superior Servicing

  Customer Answer

  Date: 04/15/2024

   
  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:03/27/2024

  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.

  while on a phone call on January 5, 2024, ********************** completely misinformed of how the services they provide would help me with my student loan debt. i was told that after 3 payments of $300 within 45 days, i would only be paying $49 for the rest of my remaining balance on the loan. ******* had also told me that i qualified for $10,000 in student loan forgiveness, which was the major selling point to me. payment dates where as follows: Jan 19 for $299.67, Feb 02 for $299.67, Feb 16 for $299.66, and now they're charging me $49 the first of every month.come mid march i get a letter from Mohela ************ Services that they are managing my remaining student loan balance of now $19,000. i am in the military, and i was weeks away from going on deployment by the time this happened. i wanted to ease the financial burden in my household the way ********************** delivered the information of the services being provided painted a completely different picture from what they actually did with my student loan. i was taken advantage of, and mislead into paying them their fees.

  Business Response

  Date: 04/23/2024

  Hello *****,
  
  We have attached the service agreement you signed with us for reference. We will be reaching out to you to resolve this matter. Our customer service number is **************.
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:03/27/2024

  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 was contacted by mail in December by Superior Servicing informing me they were working directly with the ********** of ********* to consolidate my student loans. The letter I received detailed that I had a limited time left to consolidate my loans and when I contacted the company, they assured me yet again that they were working with the Federal ****************** to consolidate my loans. I was presented with a plan that I would need to put down three payments of $299.67 before starting a payment plan of $49 monthly for my student loans. I was told since I work for a nonprofit I would only need to pay $49 monthly for 240 months and that if I began working full-time at this nonprofit then my payment plan would last a shorter period before my loans were fully forgiven. I made my first payment of $299.67 on December 15, 2023, my second payment of $299.67 on December 29, 2023 and my last payment of $299.67 on January 12, 2024. On January 26, 2024 my monthly payments of $49 began. I became confused when I received mail from Nelnet (my student loan provider) that my student loan payments would not begin until 2025. Upon checking on my loans I realized that none of the money I had paid to Superior Servicing had been applied to my loans. When I began researching this problem I came upon posts by those who had also made payments to Superior Servicing alerting others that it is a scam. I signed a contract with Superior Servicing on December 7, 2023 and have given my personal information including but not limited to my social security number, bank information, and contact information. In total, I have paid $1,046 to Superior Servicing none of which has been applied to my student loan debt. I am extremely concerned by the amount of my personal information that Superior Servicing had upon contacting me in December which led me to believe that I was talking to a company that was in fact working with the ********** of *********.

  Business Response

  Date: 04/23/2024

  Hello ******, 
  
  We never stated we were working with the ********** of ********** All calls are recorded and we have attached the service agreement you signed that states we are not affiliated with the government. We will be reaching out to you to resolve this matter with you. Our customer service number is **************.
  
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:03/27/2024

  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.

  When I was contacted by Superior Servicing they told me they would a) make sure my student loans stayed consolidated, b) that this agreement would keep my credit from being affected because they would make sure the payments were current. I received several texts saying they were sending my paperwork out, but I never received it. I sent three emails, one on 9/6/23 asking where the documents were and what was I paying for. I got no response. I emailed again on 12/29/23 "Hello,I keep receiving messages about receiving paperwork but I have not gotten anything. What exactly am I paying for?" I also sent one today with the fraud department from my bank bcc'd to it. I received no response from any of my efforts.In the beginning, I actually had changed my mind until the rep told me that this would protect my credit. Then, to get started they wanted and charged $300 up front. Then every month since May 2023, they have taken $50 on either the 26th or 27th of every month. At this point, they have defrauded me for $850 and I never received a thing from this company. No agreement. No responses to my emails and they do not answer the phone or return messages left for them. I want my $850 back! I am a licensed mental health provider trying to help people every, single day as a single mother and to think there are companies targeting people who have made sacrifices in our lives, and some of those have come at a cost. A cost this company only cares to add to. They are not helping anybody, only defrauding people with false promises.

  Business Response

  Date: 04/23/2024

  Hello *******,
  
  We have attached your service agreement so you understand what it is you signed up for. We have record that we emailed you the documents we prepared for you to mail out on 5/1/23. We have also called you multiple times and left you voicemails in order to resolve this matter, but we have not heard back from you. Your account with us has already been close out, and we have already mailed you a refund check to your address; You should receive it by April 29th. If you have any further questions regarding this matter our customer service number is **************. 
  
  
  Best Regards,
  Superior Servicing