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:01/12/2024

  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.

  Please be ware of any dealing with Superior Service Student loan scam representatives.!!!DO NOT TRUST THIS SLIPPERY SCAM COMPANY If you have fallen victim to these predators, reach out to LifeLock immediately PROTECT YOURSELF. *** reached out to report them to the police, the attorney General, and Director of government loan office. Just evil.

  Business Response

  Date: 01/25/2024

  Hello ***,
  
  This is not a scam as you claim. You called us for assistance, and that is excatly what we did. We prepared your federal documents in order for you to get enrolled in a government forgiveness progarm. You willingly signed our service agreement, and everything we did on your behalf was not without your consent. As we are not a scam, we will be giving you a refund of $946.00. We are not sure where you got the number $1,000 from, as the only withdrawn amount was $946.00. Our customer service department will be reaching out to you to confirm your mailing address in order for us to mail you a refund check. After your refund is complete, we will no longer be able to assist you with your student loans.
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:01/12/2024

  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 answered a call from Superior Service and was told to pay $299 as a deposit and $49 monthly going forward and my student loans would be put into one loan. I had made the agreement with them in October and nothing on my credit has changed (no loan consolidation)! So far I have paid them $348 and my actual student loan company is still sending me letters in the mail as if nothing has changed! This company is a scam! Very unhappy! Please do not fall for this!

  Business Response

  Date: 01/25/2024

  Hello ****,
  
  Nothing was processed on your student loan account because you never mailed in the documents we prepared for you. We clearly stated to you serveral times that you had to print, sign, date, and mail those documents in order for the consolidation and IDR forms to process. All our calls our recorded, and we had made several attemtpts to contact you in order to get an update on whether you had mailed those documents in yet. You had also placed a stop payment from with your bank for further payments so the only amount that was withdrawn was $299.00, not $348.00 as you claim. As we are not fraudulent we will be giving youa refund of $299.00, and our customer service department will be reaching out to you to confirm your mailing address in order for us to mail you the refund check. After your refund is complete, we will no longer be able to assist you with your student loans moving forward. 
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:01/12/2024

  Type:Order 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 ************************* in June 2023 from Superior Servicing claiming they could consolidate my student loans and that they would prepare all paperwork necessary for such for a fee of ****** split into 2 payments. I was then quoted a monthly amount of 87.00/mo to which *****/mo was for the student processing (directly to superior servicing) and 38.00/mo was to go toward my student loan balance. These payments of $87.00 were to be debited from my bank account on the 6th of each month. I paid the initial ****** for them to process my paperwork with ******. I submitted the requested paperwork at least 4 times to the address they stated and they kept saying that ****** didn't get it and advised me to send it again. Then I was told to go online at Mohela and submit it that way. To date, Superior Servicing has withdrawn 6 monthly payments of ***** totaling ****** in addition to my original payment of ******. None of these monies have been sent toward my student loans that continue to accrue interest so they are clearly taking my money fraudulently and not for any loan as agreed upon. They scammed me and continue to charge me for services not provided. Horrible company that should be shut down and have criminal fraud charges filed against them. Horrible way to take advantage of students who are already overwhelmed with large student loans.

  Business Response

  Date: 01/25/2024

  Hello Allicyn,
  
  That is incorrect. All our calls are recorded and our representative *** did not contact you first, as we do not make outbound cold calls. You called first called us for assistance with your student loans, which is exactly what we did. Not only did your loans get consolidated, but we also got you enrolled into the SAVE program with the documents that we prepared for you. Had it not been for us, you would've never known about the programs or government assistance available to you. Per the service agreement you signed, we never told you the payments were going towards your loans. We told you that is the document preparation fee we charge for the services we provide. As this is not fraudulent, we will be issuing you a refund even though we did complete our services for you. Our customer service department will be reaching out to you to confirm your mailing address in order for us to mail you a refund check. After your refund is complete, we will no longer be able to assist you with your student loans.
  
  Best Regards, 
  Superior Servicing 

  Customer Answer

  Date: 01/26/2024

   
  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:01/11/2024

  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.

  During the month of October 2023, I was sent a letter with the title FINAL NOTICE on it. The letter was regarding the repayments of my student loans. The letter stated that I needed to call a phone number to get the repayment process started.After calling the number, I spoke with a ********************* who is from Superior Servicing. I was told that I needed to pay $449.50 on two separate dates for their services. After that, my monthly payments would only be $49.00. However, I recently received a letter from Aidvantage. The letter indicates that I never paid any of my student loans. It appears that I have been scammed by Superior Servicing.

  Business Response

  Date: 01/24/2024

  Hello Crystal,
  
  This is not a scam as you claim. We have already been in contact with you and have mailed you a refund check to your address for the amount of $997.00. You should receive your check by 1/26/2024. If you have any further concerns please contact customer service at **************.
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:01/11/2024

  Type:Order Issues
  Status:

  UnresolvedMore 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 Loan Servicing is a scam! They tell you your loan has been consolidated and all you have to do is pay them 49 dollars a month after 799 up front. the trouble is the $49 is a service fee and no money is going towards the loan. they pocket all of it. student aid . *** knows nothing about the loan consolidation and the balance of the loan will remain the same until you figure out you have been scammed. I hope you get a chance to read this before you decide to give them a try. oh they also tell you the deadline for signing up with this program is yesterday but they will get you in so you feel like you should hurry up and get started or you will miss out on this too good to be true opportunity. Stop ! its too good to be true! That Spells SCAM and SCANDAL! I dont know how they can live with themselves. People are just trying to get by, but there are others trying to capitalize on others desperate to figure out a way to pay off exorbitant debt. Dont do it!

  Business Response

  Date: 01/23/2024

  Hello *****,
  
  We can assure you this is not a scam. We are a 3rd party document preparation center that prepares federal documents for applicants to get enrolled into government programs for a fee. All our calls are recorded and the contracts that all our clients sign clearly state who we are, what we do, and that the document fee, as well as the 49 recertification fee, go to our company directly. Unfortunately with the information you provided here on BBB we were not able to pull up an account or file for you. Please provide the correct information so we are able to move forward and resolve any issues. 
  
  Best Regards,
  Superior Servicing 

  Customer Answer

  Date: 02/03/2024

   
  Complaint: 21125923
  
  I am rejecting this response because: INDEED Superior Servicing I can assure YOU, your company IS running a SCAM. My daughter is ***********************, I am sure you have her account in your old records as you kicked her out of your program for one stopped payment. I will explain more about shortly. Your company sends mail fishing for unwitting clients with The ************* ********** of ********* at the very top of the margin  of your letterhead. Your workers answer the phone continuing the guise that your business is affiliated with the ****** Now here is what your company does: you fill out applications for clients of yours to get into the government's Save on A Valuable ********* for a $799 application fee. This is a service that is provided for FREE under Studenttaid.gov. You make a killing on families that simply do not know better and are not aware of this governmental service. For this fee you claim/ed to my daughter that her $30,000 student loan would be consolidated down to $11,760. BBB, Superior Servicing claims that you can pay your loan down over a period of 20  years for payments of $49 per month. Superior Servicing, I learned later after I called you out on running a scam with a phone message, that for these amazing savings of course you charge a service fee of guess how much :$49 per month. Now by my calculations $49 per month times 12 months a year times 20 years equals $11,760. Not a ***** could go towards the loan. Are you even serious right now with that? We were very lucky to uncover your scam in under 7 months. I authorized a one time payment of $799 to help my daughter with the application fee. From there, BBB, Superior Servicing was supposed to collect the $49 from my daughter. I discovered a few months later that SS was taking the $49 from my account, UNAUTHORIZED. I called SS time after time to simply get them to get them to take money from an account we gave authorization to do so - my daughter's! I could not get through. I got a very third rate bogus answering machine thst would not allow me to do anything but leave a message. Superior Servicing, I left my number each time and I never received a call back. After 3 weeks, I checked with BBB and saw that your company was graded out with a failing customer service rating. In addition your website was down and I knew we were getting scammed. Next, I  issued a stop payment in my account so SS could not continue to take my money away. Immediately, my daughter got kicked out of the program.  Again called the company. Miraculously the phone was answered .  I was alerted that they could no longer assist my daughter because of the stop payment. I was accusatory of the scam I was sure i was in the midst of and finally, I got a call back then from **********, a Supervisor in *********. She tried to assure me the Superior Servicing company was not running a scam. She was sorry but she could not get ******* back into the program. We argued a while and she accused me of not wanting to pay back my daughter's loan.  When I tried to reach ********** with more questions, she would not answer my calls and her voicemail would not even accept messages. Fast forward another month and I learned that my son (*********************) had also been contacted and preyed upon and lured into a "loan consolidation" deal with another company. Come to find out, Superior Servicing was behind that "deal" as well. Fortunately my son caught wind that it was a scam before he started paying a monthly service fee. He also was able to pay only half of the $799 fee as it was offered to him in two installments. I am not after my money back as much as I am after Superior Servicing to be discovered as a company running a  ruthless scam  on people who are desperately looking for assistance to repay expensive student loans. BBB, I saw several complaints logged against superior servicing. They are a fraudulent company charging a huge fee for a service that is FREE and then continuing to collect money as a service fee while ignoring the balance of the loan they are being paid to repay. BBB Stop them!

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

• Initial Complaint

  Date:01/11/2024

  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 10/05 I reached out to Superior Servicing about an offer to consolidate and lower the amount owed on my wifes loans. I spoke with ******************* who made promises about an initial $899 payment and that Id only be paying $49 a month for the loans from here on out. On 10/06/23, I was charged the first installment of $299.67. On 10/19/2023 I was charged the next installment of $299.67. On 11/02/2023 I was charged the final installment of $299.66. This totals the initial $899 mentioned at the beginning. I was then charged $49 on 11/16/2023 and 12/19/2023 for the money that I thought was going towards my wifes loans. On 01/05/2024 I decided to check her loans to be sure the money was being taken out as expected, but this is when I found out I had been scammed. After a bit of research I found out that Im one of a bunch of people who were taken advantage of by this scam. I called right away on the same day and cancelled the service they were providing. I also called my bank to put a stop on the withdrawals they were taking from my checking account. On 01/08/2024, I called to ask for a refund and was told numerous times that there was no way to get my money back even though they blatantly lied to me because I signed a paper with them. I also called my bank the same day who agreed that these were fraudulent charges but since I willingly gave Super Servicing my bank information there was nothing they could do to help refund my money. Id love if someone could do anything to help me get my money back. I feel incredibly silly for being duped by these guys and cant believe a business like this even exists.

  Business Response

  Date: 01/24/2024

  Hello ****,
  
  It looks like you have never had an account with us, but rather your wife ***************************** did. All our calls our recorded for compliance purposes and you had called in pretending to be your wife, which is very misleading. We cannot assist you because you are not authorized to speak on your wife's behalf. Furthermore, we never claimed that the document preparation fee was going towards ******'s loans. It was clearly stated on the phone and in her signed service agreement that those payments are the fee we charge to prepare the federal documents required for applicants to get enrolled into government programs. This is not a "scam" as you claim, so we are willing to give ****** a full refund. However, because these are in regards to ******'s loans we cannot speak with you. Our customer service department will be reaching out to her to confirm the mailing address that we will be sending the refund check to.
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:01/10/2024

  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 thought I was getting help with paying down my student loans, but I realized that they accessed my account, and acted as if they were the department of education. I even said at one point, Im glad that my loans will be in the hands of the department of education from now on, and they made no effort to deny that or to correct me. They sent me mail, and put misleading language to make me believe that it was actually the department of education. I want to go back to the SAVE plan I had in place with EdFjnancial, as all Ive read about this business is that it is a scam.

  Business Response

  Date: 01/18/2024

  Hello *******,
  
  It seems you are confused as to what we do. All our calls our recorded for compliance purposes, and we never claimed to be a part of the department of education. The intial letter you received as well as the service agreement that you willingly sign clearly state that we are a 3rd party company, and in no way affiliated with the ********** of ********** However, because the programs we assist student apply for are goverment progarms, your loans would always remain as federal student loans with the ********** of ********** You claim you want to go back to the SAVE program when in reality you were never in that program. You were in the REPAYE program. We were going to assist you in enrolling into the SAVE program by preparing your federal documents. All you had to do was sign, date, and mail them in. Per your request we ahve cancelled you out, removed from our system, and did not draft any payments even though we had completed our services. Moving forward we can no longer assist you. 
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:01/08/2024

  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 received a "FINAL NOTICE" letter in the mail on 12/11/2023 mentioning my FSA-ID and Federal Student Aid. The letter also mentioned the government and student loan forgiveness. It also gave a deadline to which loan forgiveness was still possible. Thinking I was doing the right thing, I gave a call to the number on the letter*************). The contact name on the phone said "STUDENT/DEPT" and I was connected with an operator who informed me that I could have my federal student loans consolidated so that the $50,436 I owed would change into $11,760 with the rest of the debt being forgiven. I went through signing the contract they made up for me over the phone with the operator on my laptop. They had me make an $899 payment on 12/18/2023(Day of phone call) which I was told was the only way to begin making payments of $49 a month starting on 01/19/2024 for 240 months. After my forbearance application was disapproved by ******(my actual loan servicer connected through FSA) yesterday, I researched the company that I made this payment to, by the name of Superior Servicing. Very quickly I found out that I had been scammed by this company. Nelnet and Student Aid do not have a record of the $899 payment nor should I have had to make a payment upfront to consolidate loans in the first place. It has come to my attention that the $50,436 they said I owed was a false amount. My actual amount owed to federal student loans to this date(01/07/2024) is $27,325 including interest. All other loans I owe are private and are not federal. Superior Servicing is illegitimate and used deceptive tactics to get me to agree to their agreement. I demand that the payment of $899 be reversed, all future payments discontinued, and my information cleared from Superior Servicing due to the contract being void and unenforceable due to lawful objective.

  Business Response

  Date: 01/19/2024

  Hello ****,
  
  We are a 3rd party document preparation center that prepares federal documents for applicants to get enrolled into income based forgiveness program with the ********** of ********** That is a service we provide for a fee and everything our company does is on the service agreement you willingly signed. This is not a "scam" and all the information we went over with you was correct. However, it was still your responsibility to print, sign, date, and mail the documents to your servicer, as we instructed, in order for everything to process and take place. We will honor your request and provide you with a full refund. Our customer service department will be reaching out to you in order to confirm your mailing address, as we will be sending you a check. If you happen to miss our call our number is **************.
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:01/08/2024

  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.

  My name is *********************. I was a victim of a scam with my student loans. I was contacted by Superior Servicing where they made it seem like they were with the SAVE program through the government where they charged me two payments of ****** to consolidate my loans and told me that I would be charged $49 on the 15th of each month and after 240 payments of $49 the remainder of my loans would be forgiven. I then received a bill from my servicer (Edfinancial) a couple of months after of $238 which contradicts what Superior Services told me. After calling Edfinancial I found out that the information Superior Servicing gave me is incorrect about the monthly payment. They also said the consolidation should not have cost me anything. Superior Servicing also had me sign and IDR form as well as a consolidation and a forbearance form that has a lot of information on them and I do not believe the information they had written on there are all accurate and correct. Could you advise me on what to do please? Im hoping to get a refund of the $949 total that I paid them. Thank you in advance

  Business Response

  Date: 01/19/2024

  Hello Hussien, 
  
  All our calls our recorded for compliance services and you also signed a service agreement with us. We never claimed to be with the governemnt, as it clearly states that on the contract you signed as well as on the intial notice you received. We are a document preparation center that assist applicants in enrolling into income based forgiveness programs for a document preparation fee. Also, the information we went over with you was all correct and it is not our fault if you misunderstood what we do as a company. This is not a "scam" as you claim, so we will be providing you with a full refund. Our customer service department will be reaching out to you to confirm your mailing address in order to send you a refund check. If you happen to miss our call, the number is **************.
  
  Best Regards, 
  Superior Servicing

• Initial Complaint

  Date:01/03/2024

  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.

  Superior Servicing is the company I am writing to open a claim on. I spoke to them in August 2023 and they told me that I would be enrolled in a program that would have me paying $49 a month for 120 payments after which my student loans would be forgiven. They told me my student loans would be done through them. The company rushed me to sign a document which committed me to pay $799 one-time and then $49 a month for 120 months for the services they were offering. The employee I spoke with misrepresented the company to make it seem like they are directly affiliated with the US government which they are not.They have taken a total of $995 from my account since August and my student loans have not received one ***** of payment. As a matter of fact, I received an overdue notice for three months of no payment. I have made 4 payments of $49, as well as the initial $799 to this superior servicing company believing that is all I would have to do for my student loans. They have all my information and my social security number. This needs to be fixed and actions need to be taken so my personal information is safe.

  Customer Answer

  Date: 01/03/2024

  I never sent in any forms to Superior Servicing. I never signed a single thing, only talked to someone on the phone. They immediately starting taking money from my bank account without signing anything. 

  Business Response

  Date: 01/30/2024

  Hello *********, 
  
  We never claimed to be with to ** government, it was clearly stated on the initial notice you received as well as on the service agreement you signed. By signing you agree that you understand all the information stated in these documents. Also, we never drafted any payments before you signed the service agreement. That is false information, nothing we did on your behalf was done without your signed consent. We have attached the service agreement you signed so that it goes on record here on BBB. Also, our customer service department had already resolved this with you, and a partial refund check had been mailed out to you. However, we will honor your request and mail you an additional check with the remaining amount for a full refund. We have also deleted our account with us, as well as your personal information, and moving forward we can not assist you with your student loans.
  
  Best Regards,
  Superior Servicing