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:01/31/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 stating that they can help me with my student loans and consolidate my student loans and make lower payments a month and receive loan forgiveness for a good portion of my student loans. They required me to make a payment in the amount of $899 split between 3 months of $299. Afterwards, $49 was taking out of my account monthly with the thought that the $49 was being paid towards my student loans. I contacted my student loan agency to see if payments were coming through and they said that payments have not been received that they have not received anything. It was unclear where my money was going. When I asked the agency where the $49 a month went. It sounds as if they are collecting my money and it is not being distributed as promised. They once asked me for my student loan username and password to log on to my account. However, I did not have that information at the time and couldn't give it to them. There should absolutely be no reason somebody is being charged a service fee for student loans.

• Initial Complaint

  Date:01/30/2024

  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.

  Date of Transaction: 11/29/2023 Paid 600$The business sent letters under the guise of my student loan provider. They called me and stated that there were brand new student loan programs available to me. They stated that whatever money I sent them will be going to my student loan debt. However, after calling the government office (edfinancial) regarding this business, they informed me it was a scam. They stated that whatever program I am eligible for, I can just send the form myself. Furthermore, they never received the 600$ payment for my debt. The business took it and never applied it. They are tricking vulnerable students with huge debts into believing they are a government service. I called the business to dispute this and opt-out, and they told me this is not possible. As of now, they took my money, did not send it to my loan provider, and have done nothing for me (did not fill out forms, submit anything, or help me in any way). In fact, they have not contacted me since they took my money.

  Business Response

  Date: 02/26/2024

  Hello ******,
  
  That is incorrect. We do not make any outbound cold calls. You first called us for assistance, and that is what we did. You signed a service agreement in order for us to prepare your federal documents for a fee. You claim we never prepared your documents, but we have clear proof that we did, and have attached them to this complaint. Also, you had placed a stop payment with your bank, meaning we never took the funds out of your account, so there is no amount for you to dispute. Your account with us has already been cancelled out and moving forward we will not be assisting you with your student loans.
  
  Best Regards,
  Superior Servicing

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21220114
  
  I am rejecting this response because the service agreement I signed was different from what the business promised. The documents you "prepared" were not submitted or even given to me, showing that they easily could have been "prepared" after I submitted this complaint. 

  Furthermore, none of the payments I made to you were used to pay my debt, in contradiction to what you promised. Just because I had to call my bank to stop the payment does not mean that you did not take out the money - you did - and I had to fight with my bank to refund it.

  I do not care about the money, that is not my issue here. I have a problem with this business using predatory techniques to take advantaged of vulnerable young students suffering from debt.

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

  Business Response

  Date: 03/15/2024

  Alll of our calls are recorded for compliance purposes. Nothing we said on the phone was different from what the service agreement said. We also have record that the documents were prepared and sent to you on November 29th, 2023 at 11:19am. Just because you claim you did not receive them does not mean we did not do our job and complete our services. You keep insistting on saying "the money you paid," when, as we already stated, the funds were never taken out due to a stop payment. A stop payment means you placed a hold on the payment with your bank before we ever collected anything. When we tried to collected the payment, for which you agreed and signed for, but it came back as returned by your bank. As previously mentioned, we already cancelled your account and no longer have any business with you.
  
  Best Regards,
  Superior Servicing 

• Initial Complaint

  Date:01/29/2024

  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.

  I was contacted by ***** at Superior Servicing. He stated I qualified for loan forgiveness. He said I just had to pay $299.00 and then my student loan payments would only be $49 for 240 months. I paid that $299 on Aug. 21, 2023, however, my loan payments were not reduced. My loan servicer is saying my payments are almost $300/mo. I want my $299 back as the service promised did not happen.

  Business Response

  Date: 02/26/2024

  Hello *******,
  
  You still had to print, sign, date, and mail out the federal documents that we prepared for you in order for you to have been enrolled in the program. We never stated that it would just happen automatically, as we clearly stated that you had to mail out the documents we sent you. We will honor your request and provide you with a refund of the $299 document fee. Our customer service department will be reaching out to you to confirm your mailing address in order for us to send you the refund check. You can also reach us at **************.
  
  Best Regards,
  Superior Servicing 

• Initial Complaint

  Date:01/29/2024

  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.

  SUPERIOR SERVICING ARE SCAM ARTISTS I was trying to start repayment on my student loans since September of 2023. I was struggling to deal with my then loan provider Aidvantage when I got a letter in the mail that looked to be from the department of education. I called them up and they advised I was qualified for the Save program where I pay $50 a month and just have to pay an up front cost of $900. I thought everything was going as planned and my loans were consolidated and all. In the mean time, my loans were sold to Edfinancial who started sending me letters and email saying I have to pay $300 now. Curious what was going on, I called Edfinancial and told them I was on the save program and they advised me the company I was dealing with, Superior Servicing were scamming me.They have to date stolen $997 from me. I have already filed a complaint with the *** and the *** Attorney General as well as filed a claim with my bank.I am now filling a complaint with you as well as the *** and Office of the Inspector General as these people have not only taken advantage of me, but based on my research have done the same to many other a former student and need to be stopped and prosecuted to the fullest extent of the law. Thank you for any help you are able to offer!

  Business Response

  Date: 02/26/2024

  Hello *******,
  
  This is not a "scam" and we have not "stolen" anything. You signed a service agreement with us agreeing to all services and fees. We are a document preparation center that prepares documents for applicants to enroll into government programs. However, we will not be conducting anymore business with you as you have disrespected several of our customer service representatives with racial slurs, cursing, and vulgar language. All our calls our recorded and we have record of all the voicemails you left on file. We have already issued you a refund and mailed your check on February 14, 2024, which you should have received by now.
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:01/29/2024

  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.

  I warn anyone who has received a letter in the mail from Superior Servicing LLC stating Final Notice to not utilize their services. The letter I received stated that the company would consolidate my student loans in which to do this I would have to pay 3 monthly fees of $300 and then pay a monthly fee of $49 until my student loan account is closed out. The company also stated the 3 monthly fees of $300 and the monthly fees of $49 would be put towards paying off my consolidated student loan. Months later, I checked my student loan account and found that none of my student loans were consolidated and it showed there were 0 payments made. At that point Superior Servicing had charged me 5 months worth of $49 ($245) and the 3 initial payments of $299.67 ($899.01) for a total of $1144. I then called their customer service line to cancel the consolidation plan and request a refund. The lady I spoke with said she would be able to cancel the plan, however, could not refund the money because a refund could only be processed if I had canceled within 3 days of submitting the documents. I insisted on a refund and she very disrespectful, raising her voice at me and then following up the conversation with a text in all caps stating they needed more information to process a refund (when they already have all of my personal information and just told me they could not refund the money). Prior to this conversation I had spoke with a department member at the ********** of ********* and they told me they have not heard of this company and to beware because they are most likely fraudulent. On the call with Superior Servicing, the lady also told me not to listen to the ********** of ********* as they just wanted my business. Overall, this company did not do anything they said they would do except collect money from me. I was taken advantage of and then disrespected by their customer service team.

  Business Response

  Date: 02/26/2024

  Hello *************************** seems like you don't have a clear understanding of the service agreement you signed. We never said that the document preparation fee or the $49 recertification fee would be going towards your loans. That is what we charge for our service to prepare you federal documents, as well as recertify you once you were be in the program. The reason nothing ever happened on your account, was because you did not follow our instructions. We stated multiple times that you needed to print, sign, date, and mail the federal documents we prepared for you in order for everything to process correctly. We will be providing you a refund, however our customer service needs to confirm your mailing address with you over the phone in order for us to be able to mail you a refund check. You can also reach them at **************. 
  
  
  Best Regards, 
  Superior Servicing

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 claims to consolidate student loans with a payment plan and pretended to be a federal student loan servicer. They requested information like my SSN and took money from my account to consolidate and repay my student loans but then I received bills and delinquency from ** financial and when I asked to have my money returned they refused and said I need to file more paperwork because it just didn't go through yet. All while continuing to take money from my account automatically. I have an invoice which had incorrect dates on it of what I paid them. Then more funds were removed after that invoice. That invoice was when I asked to stop payments and to be refunded. They continued to charge me after my requests.

• Initial Complaint

  Date:01/24/2024

  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.

  Received a letter in the mail under the pretense that they could assist with lowering my student monthly payment to 49 dollars after I made an initial payment of 300 dollars. When looking at Federal Student Loan provider, MOHELA, the plan given by Superior Servicing did not align with MOHELAs records. They charge you their service fee of the initial payment (300) and the monthly payment (49) to "oversee" your federal student loan account and that's it. In a phone call with the representative, ***** (don't remember the last name), he clearly stated that after 240 monthly payments of $49, adjusted based on the Income-Driven Plan every year, loans will be cleared/forgiven, using Superior Servicing. After attempting to call them to have them cancel my account, no one will answer my call.

  Business Response

  Date: 02/06/2024

  Hello ********,
  
  We could've assisted you into enrolling in the SAVE program, which is an income based loan forgiveness program. That is what our company does, however we spoke to you on January 24th, and confirmed with you that your account was cancelled out and your information was deleted with our company per your request. Also, your disputed amount is incorrect. We never drafted any funds from your account since you had placed a stop payment with your bank. As mentioned, your file is already cancelled out with us there is nothing more we can assist you with.
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:01/24/2024

  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.

  For the longest time, I was in denial because of how much money I had sent them. I was perfectly fine with my student loans going through Nelnet but one day I recieved a letter in the mail with my social security number on it, and it said that Superior Servicing was a government company that refinances loans. So I called the number and a guy (***************************** **************************************** had rushed me into signing a document agreeing to pay them for their services with 3 $300 payments followed by $50 a month. They also lied and said these payments were going directly towards my student loans. Another lie is that the payment amount in Mohela, the company they work through, was supposed to be $0 once all the forms processed. After calling Mohela today with all my forms processed which took 6 months, they said that was not true. Mohela is a legit company that works with the *** *********** of ************* Superior Servicing is a fradulent company. I would cry or punch a hole in the wall, but I learned my ******* even if that was $1200. Basically use this website to find out if a comapany is legit before you call them, let them lie to you, and agree to "lower your student loan payment" even though you can do it for free through Mohela without even having to go through a third party company to refinance.

  Business Response

  Date: 02/06/2024

  Hello *****,
  
  That is incorrect. The notice you received, as well as the service agreement you signed, clearly states that we are NOT a government entity, but rather a 3rd party company. We have attached the service agreement for reference. We never told you the document fee and the monthly recertification fee were going towards your loans. We prepare federal documents for applicants to enroll into government programs for a fee. We are not liable for your confusion, as you signed a service agreement that states everything we do as a company. Per your request we have already cancelled you out and have not drafted anymore payments. 
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:01/24/2024

  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 dealt with this company in order to consolidate my student loans, and they promised me that I would only be paying $49 a month. 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 $256 a month which was not at all what they promised me. I now just want them to stop withdrawing from my account.

  Business Response

  Date: 02/06/2024

  Hello Gabine,
  
  As we mentioned to you on the phone, the reason your payment was not reduced towards your student loans was because only the consolidation went through, and not the *** form since your servicer processed it incorrectly. All you had to do was resend the *** form, and you only would've had the $49 recertification fee with us. You can still submit the *** form we sent you to receive the benefits. Your account with us has already been cancelled and no further payments have been withdrawn, however If you need any further assistance with your documents, you can reach out to our customer service department at **************.
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:01/23/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 August of 2023, I responded to the company's letter in attempt to make financial amends and begin to reinstate, and repay my student loans. The agent informed me that this company would charge me a ****** processing fee, which I agreed to, and have my loans consolidated, reduced through loan forgiveness programs, and repaid through them for ***** a month for 240 months. The agent was aware of each of my defaulted loans, and had some of my personal information. After a brief application process and acceptance of 3 minutes, along with a suggested reduced application fee on account of my 11 total loans to be consolidated I was instructed of the payment program which was said would be paying off my new ***** loan balance from ***** worth of debt. I was happily shocked with the reduction, and even questioned the agent whether this was a scam or not. I then esigned the documents, gave them my routing and account info for my bank, and began making payments. They have since taken five 49 dollar payments on top of the 299 application fee totalling 544 dollars. I have since contacted *****, studentaid.gov, and finally edfinancial who is the servicer of my loans. They have not received any payment from superior servicing toward my loan.

  Customer Answer

  Date: 02/22/2024

  Thank you for the attempt to help resolve this matter.  I have been in contact with Superior Servicing and we have come to a reluctant resolution.  I have cancelled the service, and requested a full refund.  I have only been awarded half of the money.  Still grateful for your support and I'll be more careful going forward.