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:03/25/2024

  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.

  When beginning my payments I was required to pay 3 payments of $333 within a month. They told me this would apply to my student loans. They did not apply, also I have made payments of $49 for 6+ months and I am still being contacted by the department of education about making payments on my loan. I was not able to make a payment in January and they told me to reach out to them or they would close my account. I have reached out numerous times and left numerous messages. I think I was scammed, when I researched this company I keep seeing people say exactly what happened to me happened to them.

  Business Response

  Date: 04/08/2024

  Hello *********,
  
  You were not "scammed." All our calls are recorded, and we never claimed that the fee we charged you was going towards your loans. We clearly stated over the phone, as well as on the service agreement you signed, that it was a document preparation fee we charge in order to prepare your federal documents so you could be enrolled into the SAVE forgiveness program. We have record on our database that we reached out to you several times, and left voicemails, in order to ensure you mailed out the documents we prepared for you. If you never mailed out the documents as we instructed you to do, then that is why nothing has taken place on your student loan account. We also have reviewed your file with us, which has already been cancelled out, and we have approved your refund for the amount of $1,344.00. Our customer service department will be reaching out to you to go over the refund process, or you can also reach us at **************.
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:03/22/2024

  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 contact by Superior Servicing to consolidate my student loans by a certain date. They already had much of my private and personal information. They used deceptive tactics to acquire ****** dollars from me to consolidate my student loans. After speaking with my provider they informed me that this company has morning to do with the department of education and that they are getting many calls and believe this company to be a scam. I am desperately inquiring as to what I can do to retrieve my funds and report this company for fraud.

  Customer Answer

  Date: 03/22/2024

  In addition to my previous complaint, *************************** of Superior Servicing informed me that my payment would go towards my student loans. *** confirmed that this is not the case. I am gravely concerned that they have access to my personal information and that they had this information prior to me speaking directly to them. It is of the upmost urgency that this company be shut down and that off files containing personal information be destroyed and that individuals should recieve the monies spent with this company. I would also like inform that when you call the company, they do not answer the phone, they. Seldom return you call after recovering payment and they promised me an invoice to be sent to my email on 3/19 with a receipt time within 24 hours of request. This is false as I have yet to recieve any invoice from this company. I informed them again today that I did not recieve an invoice and they confirmed the email it should be sent to and again it was never sent. I would like a full refund of the automatically withdrawals from my account to ********************** serving, I will be closing the bank account in which these funds come from.

  Business Response

  Date: 04/03/2024

  Hello ********, 
  
  We are not a "scam" and we did not commit "fraud," as you did sign a service agreement with us before anything was done on your behalf. We are a document preparation center that prepares documents for applicants to get enrolled into government forgiveness programs. Based on the documents we had prepared for you, your loan consolidation did go through. The only document that didn't go through was your IDR form, which all you had to do was resend that document for it to process correctly. We have also already spoken to you about this matter and you were approved for a refund amount of $666.00; We have already mailed you a check for this amount, and you should've received it by now. If you have any further questions regarding your refund please contact our customer service at **************.
  
  Best Regards,
  Superior Servicing 
  

• Initial Complaint

  Date:03/20/2024

  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.

  I received a letter in the mail from this company claiming to be able to help with loan forgiveness for my federal student loans. I contacted the company and was told I would be forgiven for $20,000 of my loans and would have to begin making payments. I made 3 payments of $300 beginning December 6th 2023 until February. Then I began making payments of $49 on February 20th and currently have a pending charge for March 20th. I recently checked my loan servicer site and no payments have been made to my federal loan nor has there been any forgiveness. I would like to request a refund directly from the company however I cannot get them on the phone.

  Business Response

  Date: 04/02/2024

  Hello *****,
  
  We never stated that the payments you made to us would be going towards your loans. It was clearly stated over the phone and on the service agreement you signed that it was a document preparation fee that we charge in order to prepare your federal documents so you can get enrolled into the SAVE forgiveness program. We have attached the service agreement you signed for reference. We also already spoke to you over the phone about this matter, and your full refund was approved for the amount of $948.00, since that was the only amount charged. We mailed out your refund check, and you should be receiving it by tomorrow. If you have any further questions regarding your refund please reach out to our customer service at **************.
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:03/19/2024

  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.

  This company reached out to me to help me consolidate my loans and give me a lower re-payment plan. I paid 3 payments of $299 and then roughly $140 per month since thinking it was going towards my student loans. I have been on the phone with ****** and they are saying this company is FRAUD. Please be careful and don't give up information like I did. I am now stuck dealing with this headache while this company basically robbed me. I've called Superior Servicing to terminate my contract and get a refund, but they haven't been taking my calls.

  Business Response

  Date: 04/01/2024

  Hello *****,
  
  We never stated that the fee charge was going towards your loans. It was clearly stated over the phone and on the service agreement you signed that it was a document preparation fee that we charge in order to assist you with your student loans. We prepared your documents and emailed them to you on August 18th, 2023. We had also given you instructions to print, sign, date, and mail out these documents to your servicer in order for your loans to get consolidated and enrolled into the SAVE forgiveness program. Also, all our calls are recorded for compliance purposes, and we have records showing that we have spoken to you several times since you had been enrolled with us so we are not sure why you are saying we aren't taking your calls when that is not the case. We reviewed your account and approved your request for a refund. Our customer service department will be reaching out to you to go over the refund process. Our number is **************.
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:03/18/2024

  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.

  I talked with this company around 7 months ago, saying the same thing that I've read online. $49 monthly payments over 240 (20 years). In total, $343 that isn't going anywhere but leaving my bank account. I never sent in my full paperwork, so I don't know if that has anything to do with it. I'm looking to cancel my agreement with them and to be charged no more by this company.

  Business Response

  Date: 04/10/2024

  Hello ********,
  
  We are a document preparation center that prepares federal documents for applicants to enroll into government forgiveness programs for a fee. The reason your loans were never consolidated or enrolled into the SAVE program was because you never printed, signed, dated, and mailed out the documents we prepared as we had instructed. We have reviewed your account and approved your refund request. Our customer service department will be reaching out to you to go over the refund process with you, or you can call us at **************.
  
  Best Regards,
  Superior Servicing
  
  

• Initial Complaint

  Date:03/11/2024

  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 Services sent me letters to consolidate my student loans. I was so eager to fix my credit and do my due diligence to payback what I borrowed for my education that I too was led to believe like so many families here that have been doobed by this company, that Superior Service will help! Promising to pay student loans and get people out of debt.The stories here are verbatim of what I am currently experiencing. I was told to after making 3 payments of $299.00, automated billing will take out $49.00 every month for the next 186 months to bring me to current balance of $1,100. which then will close my student loans, saving me $700-$800 dollars. However upon talking to EdFinancial, it was revealed that this company is fraudulent and no payments have been made toward the student loans that are in arrears total of $18k This is not ok! Please help us to continue to protect our selves.I am reporting this for 3 reasons:1. To bring awareness to people and the community of these fraudulent companies. We need the government to shut these places down.2. To get the money they took withdrew replaced and over to Nelnet/Edfinancial.3. To ensure Superior Service never takes advantage of government information Please help me, help all of us who have been bamboozled by this company to get what's rightly ours and to protect us from this happening again.

  Business Response

  Date: 03/25/2024

  Hello ********,
  
  You in fact were not "bamboozled." We are a document preparation center that prepares federal documents for applicants to get enrolled into government forgiveness program, like the SAVE plan. We do this service for a fee. We never claimed that the fee you were being charged was going towards your loans, we clearly stated over our recorded call and on the service agreement you signed that it was a document preparation fee; We have attached the signed agreement to this complaint. Also, if nothing has taken place on your student loan account, it is most likely due to the fact that you never mailed out the documents we prepared and instructed you to print, sign, date and mail out. Since we are NOT fraudulent, we have reviewed your account, and will honor your request for a refund. Our customer service department will be contacting you to go over the refund process. Our number is **************.
  
  Best Regards,
  Superior Servicing

  Customer Answer

  Date: 03/27/2024

   
  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.  I do  disagree with their response about not filling out and sending back paperwork and how that's why is wasn't reflected on loans, everything was done through DocuSign, even my address was wrong. Yet still I am grateful that Superior Service worked with me in resolving this matter.

   

  Thank You
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/07/2024

  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 called a couple months ago by superior service and they claimed to work for the government to help me repay my student loans. They had my information so I thought it was legitimate and payed them the $800 down and $19 per month. After waiting a few months I realized that my credit didnt show my initial payment and I was getting emails from my loan provider saying Im late on payments. This is when I knew it was fraud. This immediately gave me a bunch of anxiety because i worked so hard to be able to even afford the $800. I tried to call and email superior service and they ignore me every time. I called my bank to file dispute but they were claiming since I allowed the payment they couldnt help me. This company has scammed me and left me feeling helpless . Please avoid them at all cost. To make matters worse I dont even know the status of my student loan. I want my refund of the $800 I spent while being deceived. I might even file a police report because this is just criminal to scam hard workers who have student loans they are having hard time repaying especially when I dont make much per year. Anyone reading this , stay away from this company

  Business Response

  Date: 04/04/2024

  Hello ********************************** have some details in your complaint that are incorrect. All our calls are recorded for compliance purposes and you actually first called us for assistance. Also, we did not "scam" you and we never claimed to working for the government. That information was clearly stated on the initial notice you received as well as the service agreement you signed. We went ahead and attached the agreement you signed for reference. We also called you multiple times to confirm that you had mailed in the federal documents we prepared for you. If you did not mail in those documents along with your paystubs, then nothing would've reflected on your account because that is required in order for you to be enrolled into the SAVE forgiveness program. We reviewed your account and your refund was approved. Our customer service department will be reaching out to go over the refund process with you. Our number is **************.
  
  Best Regards,
  Superior Servicing

  Customer Answer

  Date: 04/05/2024

   
  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. I will accept the refund.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:03/06/2024

  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.

  This is a fraudulent entity claiming to offer help with student loan debt repayment. They reached out to me via the mail, representing themselves as working with the department of education and offering reduced principal and monthly payment amounts through the recently passed SAVE legislation. They requested a year forbearance from my actual loan company, and kept every cent I gave while telling me the money was going towards the servicing of my loans.

  Business Response

  Date: 03/19/2024

  Hello *****,
  
  That is incorrect. We never claimed to be working with the ********** of ********** It was clearly stated on the bottom of the notice you received, on the service agreement you signed, and on a recorded line that we are an enrollment center that prepares federal documents for applicants. We also never claimed that the fee we charge would be going towards your loans; We told you that is was a document preparation fee we charge in order to prepare your federal documents. All of the documents we had prepared and sent you, except the consolidation form, went through with Aidvantage. All you had to do was resend that 1 form. Aside from that you were placed in the SAVE forgiveness plan, as we promised to assist you with. We went ahead and reviewed your file, and you were approved for the refund amount of $348.67, since that is the only amount you were charged. Our customer service department will be reaching out to you in order to go over the refund process. Our number is **************.
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:03/04/2024

  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.

  On 9/27/2023 I received a call from Superior Servicing advising them are a private company that processes Fereral Student Loan Relief. Somehow they were able to pull up my account with correct balance. I was told to make 3 payments of $298.67 firt then 240 payments of $49 would clear up my loan. I made the firt 3 payments and 2 of ye $48 payments, however my son advised me to look up the company and here I am. The company us a scam. Would like my money returned, and have already stop future payments.

  Business Response

  Date: 03/15/2024

  Hello ********,
  
  All our calls are recorded for compliance purposes, and you are incorrect. We do not outbound cold call anyone. You initially had called us for assistance with your student loans. Your loans were consolidated, as promised, in November of last year. The only form that was not processed correctly by your servicer was the *** form. All you had to do was resend that form in order for you to have been placed in the SAVE program. We are not a "scam" as you claim, so we will honor your request and give you a refund. Our customer service department will be reaching out to you to confirm your mailing address for the refund check. Our number is **************.
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:03/04/2024

  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 received an official looking letter in the mail about my daughters student loans. When I called the number in the letter, I was lead to believe that they were going to consolidate the loans to get a lower interest fee. I had to pay a $899.00 application fee and the payment would be $49.00 per month. The last time I have heard from them is the contract they sent me. They do not respond to email or answer the phone. The only thing they do is collect money.

  Business Response

  Date: 03/17/2024

  Hello *******,
  
  We had emailed you multiple times and also tried calling you on March 4th. As we mentioned to you on the phone, you had to print, sign, date, and mail out the documents we prepared for you. If you *** not mail out the documents then nothing takes place, and we had went over these intstructions with you over the phone and through email. Due to your complaint, we will go ahead and refund the amount you have paid and cancel out your account with us. Please expect a call from our customer service department in order to confirm your address for the refund check we will be mailing you. Our number is **************.
  
  Best Regards, 
  Superior Servicing