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:03/04/2024

  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.

  A man named ***** from Superior Servicing called me in May ********************************************************************* my loans could be consolidated into 240 monthly payments and to file the paperwork would cost $799 and then monthly payments of $49. After receiving notice and calling the actual FSA I learned that I was never enrolled in such a plan and my loans are actually in an income driven plan that I don;'t have to make payments for because I don't make enough money with my current job. They had never heard of the plan Superior Servicing claimed. A woman named Gabby of Superior servicing handled this non legal paper work. After talking to a woman with Superior who did not give her name on Mar 1, 2024 I was told I would only recieve a partial refund of $245 and not the $799 because they had enrolled me in the SAVE program. This is a lie. I'm not eligible for the SAVE program under the terms of the program (borrowed less than 12k, have made 10 years of payments). This company continuously lies. When I called back to demand the full refund, again, my call was sent to a full voicemail box. I've left them a complaint on their website. I demand my full refund of $1044

  Business Response

  Date: 03/17/2024

  Hello *****,
  
  It looks like your complaint contains some false information. We never called you, you first called us for assistance, as we do not "cold call" anyone. You also never spoke with a representative named ***** because nobody with that name works for our company. We reviewed your inital call to us and you spoke with our representative named ***. Also, you do qualify for the SAVE program because it is all based on income, and family sized as we told you. Below is directly quoted for the government's FSA website:
  
  "The Saving on a ****************** (SAVE) Plan is the newest income-driven repayment (IDR) plan. Like other IDR plans, the SAVE Plan calculates your monthly payment amount based on your income and family size. In addition, the SAVE Plan has unique benefits that will lower payments for many borrowers."
  
  We had prepared your federal documents for you to get enrolled in this program, and since we had already completed out service to you, that is why you were only approved for a partial refund. However, we will go ahead and honor your request and provide you with a full refund with the remaining amount of $1,044. Please expect a call from our customer service department to confirm your refund. 
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:03/04/2024

  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.

  I dealt with this company in December of 2023 in order to consolidate my student loans, and they promised me that I would only be paying $49 a month for 240 months for my student loan payment. They did consolidate my student loans after I submitted the paperwork, however once my student loan information came in and everything was set up and going I noticed my monthly payments were not the $49 that Superior promised me, but an alarming for $181.41 a month plus the $49 to Superior which was not at all what they promised me. I now just want them to stop withdrawing from my account. I have since learned that the money taken out of my account have not gone towards my student loan payments. I would like to be reimbursed the amount they took from me that was supposed to pay my loans and close my account with them.

  Customer Answer

  Date: 03/04/2024

  Update from previous claim below: I forgot to mention I had to pay two payments of $400 ($800 total) for an enrollment fee. I would like to update my original claim and get the $800 back as well as the $147 ($947 total) and to close my account entirely. I dealt with this company in December of 2023 in order to consolidate my student loans, and they promised me that I would only be paying $49 a month for 240 months for my student loan payment. They did consolidate my student loans after I submitted the paperwork, however once my student loan information came in and everything was set up and going I noticed my monthly payments were not the $49 that Superior promised me, but an alarming for $181.41 a month plus the $49 to Superior which was not at all what they promised me. I now just want them to stop withdrawing from my account. I have since learned that the money taken out of my account have not gone towards my student loan payments. I would like to be reimbursed the amount they took from me that was supposed to pay my loans and close my account with them.

  Business Response

  Date: 03/15/2024

  Hello ******, 
  
  The reason your payment was reflecting so high was because your servicer never processed your IDR form. All our calls are recorded for compliance purposes, and we had attempted calling you mutliple times since November of last year, but you never took our calls. All that needed to be done was to resend your IDR form so that you're payment would drop to $0 per month with your servicer. We will go ahead and honor your request and refund you the $147.00 you are asking for. Our customer service department will be reaching out to you to confirm your mailing address for the refund check. In regards to your account, it has already been closed out with us and no future payments will be taken out.
  
  Best regards,
  Superior Servicing

• Initial Complaint

  Date:03/01/2024

  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.

  This company is a predatory lender, they pose as if they work directly with the government to service student loans. They claim that they will consolidate your loans and make you pay all this money upfront in order to do so. After talking to my loan service provider who work directly with the government to service student loans I should have never had to pay anything to consolidate my loans this is a free service offered on FASFA. They claim that they never received the documentation needed in order to start the process, however I sent the signed documentation and a pay stub as requested. I simply just want my "FULL" refund back of what I have already spent.

  Business Response

  Date: 06/03/2024

  Hello Tevin, 
  
  We have already issued you a partial refund, have cancelled your account with us, and no further payments have been drafted. If you have any further questions regarding your refund please contact our customer service at **************.
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:03/01/2024

  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.

  This business is a scam they charged a 299 consolidation fee and said my loans would be consolidated and would not show up on my credit report, when I talked to my loan servicer they said that I shouldnt have paid a fee because consolidating is free , they started deducting ***** but I never seen my student loans decrease and they ended up showing on my credit report, when they said they wouldnt! After doing further research I seen it was a scam and other people went through the same thing

  Business Response

  Date: 06/03/2024

  Hello ******,
  
  We will be reaching out to you in order to resolve this matter. Our customer service number is **************.
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:02/29/2024

  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.

  A person representing this company called me in the late summer/fall of 2023 claiming to be a student loan officers working for the federal government. He told me the last 4 of my social security number to prove his legitimacy. Claimed he could help consolidate my loans into 240 payments. I signed up for their program believing all this. Superior Servicing has taking $245 so far from me and haven't looked back. I've called and emailed requesting a refund with no response. I've put a stop payment with my bank. This company is intentionally scamming people. They are using predatory practices on financially vulnerable people like myself. Their story is all over BBB and Reddit. They have no intention of helping people with their loans, they are liars.

  Business Response

  Date: 03/27/2024

  Hello *****, 
  
  We have already responded to your previous complaint about this matter and have reached out to you to provide you with a refund, even though your accusations are false. Your refund should have already arrived to you. I will re-attach our initial response to you below:
  
  
  "Hello *****,
  
  It looks like your complaint contains some false information. We never called you, you first called us for assistance, as we do not "cold call" anyone. You also never spoke with a representative named ***** because nobody with that name works for our company. We reviewed your inital call to us and you spoke with our representative named ***. Also, you do qualify for the SAVE program because it is all based on income, and family sized as we told you. Below is directly quoted for the government's FSA website:
  
  "The Saving on a ****************** (SAVE) Plan is the newest income-driven repayment (IDR) plan. Like other IDR plans, the SAVE Plan calculates your monthly payment amount based on your income and family size. In addition, the SAVE Plan has unique benefits that will lower payments for many borrowers."
  
  We had prepared your federal documents for you to get enrolled in this program, and since we had already completed out service to you, that is why you were only approved for a partial refund. However, we will go ahead and honor your request and provide you with a full refund with the remaining amount of $1,044. Please expect a call from our customer service department to confirm your refund.
  
  Best Regards,
  Superior Servicing"

• Initial Complaint

  Date:02/29/2024

  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.

  This place is a HUGE scam!!! Run! They will take your money and leave you with more debt than you started with!!! They told me I was eligible for school loan discharge since my school closed. I paid them $900!!! All they did was consolidate my loans, accrue me more interest, and now its also ruining my credit!! Its been 9 months now and my loans still arent forgiving. The scam place said it can take up to a year, yeah ok lets see if in 3 months my loans are forgiven. I totally doubt it! They were consolidated immediately, so I dont get why the discharge is not done along with everything else.Tion the guy in the call center will act like he knows what hes talking about and act like hes helping you but hes just a minimal wage paid person in a call center whos paid to act that way! SCAM!! SCAM! I want my money back!!!No one will answer your emails or calls so please just dont waste your money or time!!! I cant believe I fell for this scam!

  Business Response

  Date: 03/27/2024

  Hello Keyereia,
  
  This is not a scam. We have been assisting you with your loans this entire time that you have been paying us. We just spoke with you on the 22nd of this month and gave you an update on your account. If you would like another update or to cancel with us please call our customer service department at **************. We are here to help.
  
  Best Regards,
  Superior Servicing

  Customer Answer

  Date: 03/30/2024

   
  Complaint: 21363413
  
  I am rejecting this response because: I only spoke with you on the 22nd because you contacted me after reading this complaint.
  

  I still never received the forbearance form that was suppose to be emailed over to me. To be honest I do not think you guys should be allowed to assist with loan discharge because you dont have enough information about the program. None of my questions are ever answered or verified with legit information. Its always thats what we heard sort of a thing. All I have now is what you guys are telling me so that I can stop writing complaints. However, you guys never have any real documents are proof to support your statements. Im sorry but that does not sit well with me. Also, when having someone sign up the employees that sign us up need to relay more information about the program and the terms like letting us know it can take 3 years to have loans disputed. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/10/2024

  Keyereia,
  
  All our calls are recorded for compliance purposes. We have answered all your questions ever since you enrolled with us, and have never stated "that's what we heard." We are well informed about all the government programs, as that is our job, and if certain documents did not process then that is due to your servicer not processing the documents correctly; Unfortunately that is out of our control. We also never just tell people things so that they stop writing complaints, that is completely false. We went ahead and attached all the documents we prepared for you, including the service agreement you signed, as proof since you are claiming we have none. We have reviewed your account and will be cancelling out you file with us and providing you with a refund of the document preparation fee you had paid us. 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:02/28/2024

  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 led to believe that this company was working with my current student loan provider. This company took 3 payments of ****** and then stated 120 payments of ***** for my student loan. I received a letter from my student loan provider reporting that no money had been applied and I was behind on my student loans. When I called they explained that they are not associated with this company and this is student loan fraud.

  Business Response

  Date: 03/25/2024

  Hello *******,
  
  That is incorrect. We never said we were working with your student loan servicer or that the document preparation fee you paid ** was going towards your loans. We clearly stated over the phone and on the service agreement you signed that the fee was going to our company in order for us to prepare your federal documents. We reviewed your account and have already resolved this issue with you. Your refund check, for the amount of $1,095, was mailed out on 3/19/24.  If you have any further questions please reach out to our customer service department.
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:02/27/2024

  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.

  This business claimed to help consolidate my student loans, after 3 payments of $300 and 3 monthly payments of $49 none of that has went towards any student loans. My loan application was not accepted by a supposed third party Aid Advantage but I never agreed to or was told they would be taking over my loans, and no one ever reached out letting me know that my application was not accepted and that they had not taken my loans. Nelnet reached out and said no payments have been made towards my loans and now I am in a state of delinquency when I thought Superior Servicing had consolidated them and they were taking my $49 a month as a student loan payment. They are not truthful in their calls, they do not have any answers for where my money has went and my loans are still not consolidated. ****** has never heard of this company and instructed me to report them because they are scamming people out of hundreds under the implication that your student loans will be taken care of. They do not answer phone calls, and have no real answer when I ask where my payments of $300 went. They said that it was paying off interest on the account that ****** agreed to, but ****** has never talked to this company.

  Business Response

  Date: 03/11/2024

  Hello ****,
  
  All our calls are recorded for compliance purposes, and our customer service department had taken your calls and assisted you multiple times so we are not sure why you are saying we don't answer calls. Also, we never claimed that the fee you paid us was going towards your loans. That is the document preparation fee we charge in order for us to prepare your federal documents for the program, which was clearly stated over the phone and on the service agreement you signed. We have attached this agreement for reference. Since we are NOT a "scam," we will go ahead and honor your request by providing you with the full refund amount of $1,095. Our customer ****************** department will be reaching out to you to confirm your mailing address so we can mail you a refund check. Our number is **************.
  
  Best Regards,
  Superior Servicing

  Customer Answer

  Date: 03/12/2024

   
  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:02/27/2024

  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 received a letter from Superior Servicing LLC advertising they will be able to consolidate and forgive a portion of my loan. After contacting the company by phone to inquire, I was informed I could pay 3 installments of ****** to begin the forgiveness program. I then would be required to pay ***** a month to begin paying off my student loan debt that the company would be taking over. I am still receiving invoices from Edfinancial and the Federal *********************** After discussing with Edfinancial and the Federal Student Loan Officer they informed me this was a fraudulent company and none of my loans had been consolidated nor forgiven.

  Business Response

  Date: 03/11/2024

  Hello Nyasia, 
  
  We are not a "fraudulent company." We are document preparation center for applicants in order for them to take advantage of government programs. Also, your loans were in fact consolidated with the documents we provided you. The only reason reason you weren't placed in the forgiveness program, was because EDFinancial did not process your IDR form correctly, which they tend to do to applicants frequently. We will go ahead and honor your request and provide you with a refund. Our customer service department will be reaching out to you to confirm your mailing address so that we can mail you a refund check. Our number is **************.
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:02/26/2024

  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" sent me an official letter stating they would help with my student loan consolidation and help me with loan forgiveness. They took $995 from me in total. This entire time I believed it was going toward my student loan debt. I was scammed. My loan debt amount stayed the same and shows that this $995 was never applied. Now I have to face late penalties and a ruined credit score. I cannot express how unjust it is for a company to have all of your personal information and absolutely ruin you. Then when you call to ask why you are receiving late penalty notices from other services you are told they are working on "something" and not to worry it will be put on hold. Please reply and acknowledge the receipt of this email as well as the termination of the agreement.I have not heard back, but I also request all my personal information be deleted from their database. I request an immediate refund.

  Business Response

  Date: 06/03/2024

  BBB Response:
  Hello ******,
  
  We will be reaching out to you in order to resolve this matter. Our customer service number is **************.
  
  Best Regards,
  Superior Servicing