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:01/03/2024

  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.

  Got scammed by company stating they would consolidate my loans. Have taken 348$ in 2 separate transactions.

  Business Response

  Date: 01/30/2024

  Hello ****,
  
  That is incorrect, you did not get "scammed." You signed a service agreement with us in order for us to prepare your federal documents and charge a fee for this service. You still had to print, sign, date, and mail out the documents in order for the consolidation to take place, which we clearly went over with you. Your account with us has already been cancelled out, and we will be providing you with a refund of $299, as the amount you stated was incorrected. Our customer service department will be reaching out to you in order to confirm your mailing address. Once your address has been confirmed, we will mail you out a check with your refund. 
  
  Best Regards,
  Superior Servicing

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21061713
  
  I am rejecting this response because:This company got unauthorized access to my college  portal, got my information and reached out to offer a loan consolidation. This company already had all of my information, the only thing I gave out was my banking numbers. I never released my social security number, somehow that was already obtained. I also was quoted monthly payments, they charged me twice within 2 weeks, closed my bank account and got daily harassing voice-mails to update payments. I also have looked this company up on the BBB website and it comes back as scam, Reddit has countless people with the same form that I received in the mail, and people are warning others not to act because they also got scammed. Lastly my loan servicer has let me know that nothing has ever been consolidated and I have actually missed payments, even though I "paid" over 300$ to this consolidation. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/19/2024

  Again, that is incorrect. We did not already have your information. You gave us access to your FSA, and by signing our company's legal document, you confirm that you allowed us to obtain that information. We also already stated that you will be receiving a refund amount of $299, so we are not sure why you are rejecting our response. Our customer service department will be reaching out to you in regards to your refund. 
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:01/03/2024

  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 claims to be a loan consolidation service. They are not, they are a document preparer and have done nothing to consolidate my student loans, other than charge me 800 dollars to "transfer my account" to them, and charged me 49 dollars a month. They have not fulfilled their promised services and are preying on people with student loan debt.

  Business Response

  Date: 01/30/2024

  Hello *******, 
  
  That is incorrect, we have fulfilled the services that we provide as a document preparation company. Based off of your account with EdFinancial, your loans have been consolidated since January 1st of this year. Had we not prepared your federal documents, you would've still had 8 separate loans with your servicer. You have already stopped future payments, so your account with us has been cancelled, and no future payments can be drafted.
  
  1-01 DL Consolidated - Subsidized $18,058.85 4.625% 01/01/2024
  1-02 DL Consolidated - Unsubsidized $26,736.33 4.625% 01/01/2024
  
  Best Regards,
  Superior Servicing 

• Initial Complaint

  Date:01/03/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Superior Servicing claims to provide loan consolidation- they do not. They are a "document preparer" they claim that they will consolidate your student loans, have you pay 900 dollars to "transfer" your account to them then charge you ********************************************************** reality to put your student loans into forbearance. It is a scam.

  Business Response

  Date: 01/15/2024

  Hello ********,
  
  We are a document preparation company that informs and prepares federal documents for applicants to enroll into government forgiveness programs. For providing these services we charge a fee which is stated in the service agreement you signed with us. Also, it seems you are misinformed, we are not a "scam" and don't ********** your loans in "forbearance." We had prepared and emailed you your documents in order for you to get enrolled into the SAVE program, which is an income based forgiveness program offered through the ********** of ********** However, it was still your responsibility to print out, sign, date, and mail out the documents in order for the process to go through. We had also gone over these instructions with you.
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:01/03/2024

  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 receieved a notice in the mail on 12/18/2023 about student loan consolidation and payment reduction program. On 12/28/2023 I contacted the following number ************ and inquired about the program. The person I spoke to by the name of ************************************* claimed I could get my student loan repayment down to $49.00 a month for 240 months and after signing the e-documents I found out this is one of the many student loan scams out there I went ahead and called their "customer service" requested to cancel my contract and also sent numerous cancellation emails to ****************************************** to have the contract null/void and to remove my personal information from their possession

  Business Response

  Date: 01/03/2024

  Hello ******,
  
  I can assure you this is not a scam, as we never took out any payments from your account since you decided to cancel out of your contract with us. Your account has been cancelled out and removed from our system since 12/28/23, and we also sent you a cancellation conformation email. Keep in mind you signed a service agreement, meaning we never did anything without your consent.
  
  Best Regards,
  Superior Servicing

  Customer Answer

  Date: 01/03/2024

   
  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:01/03/2024

  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 recieved letter same as the others. Same story. Paid 2 payments. $388 & $288 totalling $676.00. Told $49/month for 240 months. When you call no one ever answers you have to leave a message. How do they get peoples information. I see people are refunded. What about legal action. Cant you forward this on to proper people to shut them down. You have an obligation to help people not just get refunds.

  Business Response

  Date: 01/03/2024

  Hello *******, 
  
  Based off our records, you spoke to one of our customer service representatives, *****, yesterday. He went over with you what our company does and how we assist applicants. Per your Nelnet account, your loans are consolidated and in the SAVE program, which is the program we helped you get into. If you have any further questions regarding your account please contact our customer service department at **************.

• 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 **************. This company is stealing people's money.I was contacted by them offering me to cancel a huge amount of my student loans. That's not true. They give you false information and charge you $900 for a documentation fee!!! That's ridiculous!!They make you sign a I don't know how many pages of a contract to steal your money. NO CONTACT FROM THEM AT ALL. I had to call so many times and left messages, never reply back my messages. I started to be concerned regarding this situation and then I contacted the US Dip of Education and no payments were applied to my account even though I was making my payments every single month.Then I call my bank to report this as a scam y got my money back. Now I have to return the funds back to the Bank and I was suggested to contact Superior Servicing to ask for a refund.Of course they invented a heck of a story to not return my money because they said they tried to contact me several times regarding some BS documentation to send back. It is very frustrating how come scammers can take your money stating that is a service they provided and in reality THEY DID NOTHING !!!!PLEASE, IF YOU ARE READING THIS, BE RALLY CAREFUL WITH "THIRD PARTIES COMPANIES" LIKE SUPERIOR SERVICING. DONT LET THEM *** YOU!!! JUST CALL TO THE US DEO AND DO THE PROCESS FOR FREE IN LESS THAN 5 MINUTES!!!!

  Business Response

  Date: 01/03/2024

  Hello *******, 
  
  It seems like you have a misunderstanding of what we did for you. Had it not been for ** preparing your federal documents to consolidate your loans and assist you in enrolling into the SAVE forgiveness program, you would have never known that this was a benefit you could even apply for with your new servicer, Aidvantage. Due to the nature of this complaint we can only offer you a partial refund of $299.67, as we did complete the services we promised in the service agreement you signed. Our customer service department will be reaching out to you to confirm your mailing address, as we will be sending you a check. If you happen to miss their call the number is **************.
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:12/18/2023

  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 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 $400 a month which was not at all what they promised me. I could have consolidated these loans myself, and was prayed upon by a fraudulent company. They did not do as promised and set up the $49 monthly payment. Even better, they continue to try to take $49 out of my account even after these payments should stop going to them. They are not doing anything to decrease the amount owed on my student loans, and they are not going to my student loans. I do not wish to do any further business with this company, and want to report them as fraudulent. I want to make other people aware of this business. I wish I had never given my bank account information to this company, and I wish I had never done business with this company. I will now have to change my bank account because of this. I also had to apply for a forbearance and apply for the save student loan program myself. Something that this company promised to do, and they did not do that. And I should also add that once I applied for the save program myself, the amount I was actually approved for is $0 a month for the year. Not the $49 these people quoted me.

  Business Response

  Date: 01/03/2024

  Hello *****,
  
  The $49 per month is the service fee we charge to monitor your student loan account. You also signed a service agreement with us, meaning nothing we did was without your consent. Per the documents we filled out for you, your loans were consolidated and all that was left to happen was for your loans to be placed in the SAVE program, which happens after the consolidation. Based off your income you would be at a $0 payment towards your student loans because of this program, however if EdFinancial did not process the *** form correctly, all that was required was for you to resend the *** form so that your payment wouldn't be the $400 that you mentioned, but instead $0. We did complete our services, and have also cancelled your file out with us per your request. However, you can still resend the *** form we sent you so that you are placed in the correct program and with the correct payment amount.
  
  Best Regards,
  Superior Servicing 

• Initial Complaint

  Date:12/13/2023

  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 receiv** a letter in the mail concerning my financial aid to consolidate my student loans. I call** a number from the piece of mail I receiv** regarding refinancing my student loans and enrolling in the SAVE plan. I call** the number and spoke to a guy by the name of ********************* was lead to believe that he was working with student aid loan. He had all my information telling me that my deadline was approaching and if I paid $299.00 for the first 3 months my future payments would be $50.00 a month and told me that he ne**** information like the routing number and account number for the payments to get process**. I was sent a link to sign and mail off. I've paid $900.00 and those payments haven't gone towards my student loan AND I am still being charg** $50.00 a month. I am now receiving correspondence from ** financial regarding my student loan payments. Superior Servicing is scamming/posing as the f**eral student loan department getting people into believing that they are helping them when they're not. This company took money from MY FAMILY. As someone who is the provider and now have to struggle because of their misleading information. Thinking I was doing something to better my family's future, end** up ruining it. I want to know how this company obtain** my information and I want my money back.

  Business Response

  Date: 01/09/2024

  Hello ******,
  
  We never claimed to be a "federal student loan department." It was both written on the notice you received and the service agreement you signed that we are a 3rd party company and in no way affiliated with the ********** of ********** Also, EdFinancial is not your current servicer. As of today, your IDR and consolidation both went through and were approved through Mohela for the loan amount of $20,589.61. We assisted you with getting into a program, and that is the service we provided. Even though we completed our agreement, we have approved you for a partial refund of $498.50. Our customer service department will be reaching out to you to confirm your mailing address, as we will be mailing you a check. If you happen to miss their call the number is **************.
  
  Best Regards,
  Superior Servicing

  Customer Answer

  Date: 01/24/2024

  I am looking forward to my refund. Thank you.

  Customer Answer

  Date: 01/24/2024

  I look forward to receiving my refund. Thank you 

• Initial Complaint

  Date:12/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a letter in the mail informing there are new laws discounting federal student loans, so I called to see if I qualified. After signing an agreement with the company, I received paperwork to send to the ********** of ********* to qualify for lower student loan payments. When I reviewed the documents Super Servicing completed I immediately cancelled the agreement as they were fraudulent and inaccurate. I sent the email listed in the contract under their cancellation policy the following: To Whom it May ******** I, the Client, am cancelling this contract less than 24 hours after this agreement was initially signed. This written request for cancellation or any payment is due to the fraudulent documentation sent to me that I did not authorize. On page two of the *** agreement the boxes for married, but separated and yes my income has significantly decreased were checked. That is not true and I will NOT send the *** fraudulent information. I am a teacher and would definitely lose my license as well as jeopardize the loan forgiveness plan and payments I have already made. 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.

  Business Response

  Date: 12/20/2023

  Hello *****,
  
  That is incorrect. We do not send "fraudulent documentation." We prepare federal documents based off the information that you provide to us on the phone, and by signing our service agreement you are agreeing that all of the information that you provided us is correct; Whether you decide to send the documents or not is up to you. Your account had been cancelled out since December 6th, and today we sent you a cancellation confirmation email as well. All of your information has also already been removed from our system, and moving forward we can no longer assist you with your student loans.
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:12/06/2023

  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.

  It begans with a legitimate-looking letter in mymail. I've ignore it at first, they will contact you consistently with various ********* based numbers, one of which shows a caller id of "STUDENT ****** When I eventually answer, they devise a social engineering technique where they have my social security number, making it seem as if they only could have gotten it from other loan servicers. They create a time-dependent scenario where I have commence the process asap by providing a thousand dollar fee for servicing. Unfortunately, I attempted to deal with the situation by ********** a charge back, I was stone wall in contacting them consistenly via phone and emails. I was put in a position where my student loan "service" was incomplete. This experience has provided an uncertain fate for the status of my loans. They sent me the forms to consolidate and for IDR, which I filled out and mailed to an approved student loan servicer. The addresses to mail in these forms were legit, however after months I have yet to receive correspondence from this new servicer. This is a PSA to all, especially those that *** not be well-versed in this process. My theory is that superior servicing LLC. are fraudsters that set up a business with the intention of abusing student loan repayments to profit as much as possible until they are shut down.

  Business Response

  Date: 12/19/2023

  Hello ******,
  
  We can assure you this is not a scam. We never claimed to be a government entity, and it clearly states that in the initial notice you received as well as the service agreement you signed. Based off of your Mohela account all the document that we had filled out and prepared for you were received by them. The only issue was the even though the consolidation did process, the *** and PSLF forms did not. That is a common issue with servicers as they do not want applicants to take advantage of these programs. All you had to do was resend the documents to them. You had also filed a stop payment with your bank, which is why we could no longer assist you. Even if you had wanted to continue your account with us, we wouldn't have been able to assist you because our merchant does not allow us to receive anymore payments from clients that place a stop payment with their bank. Even though we were still able to partially assist you, we will honor your request for a refund. Our customer service department will be reaching out to you to confirm your mailing address, as we will be sending you a check. If you happen to miss their call the number is **************.
  
  Best Regards,
  Superior Servicing

  Customer Answer

  Date: 12/26/2023

   
  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,
  
  ***************************