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:11/16/2023

  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.

  This company acts as if it is at tat hes to the federal government to consolidate student loans. They have already taken money from my checking account and refuse to give it back. They had all of my information on my loans and they arent affiliated with them.

  Business Response

  Date: 12/13/2023

  Hello ********, 
  
  That is incorrect, we do not "act" as a government agency. All our calls our recorded for compliance purposes and the reprensentative you spoke to as well as the service agreement you signed clearly stated that we are not a government agency. We have reviewed your file and you were approved for a refund. 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 our customer service's number is **************.
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:11/16/2023

  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 first received a letter in the mail stating that "This is the final notice to consolidate your student loans." It had all of my loan information on it so I thought it was legit. I called the number on the letter on 8/10/2023, which ended up being for Superior Servicing. They told me they would need to file paperwork today or my account would be closed and I would not be able to reapply for 6 months. They informed me that they were going to sign me up for the SAVE program which was to help with student loan forgiveness. Stated I would have to make the following payments:1. $333 was taken out on 8/14/2023 (eChk was who it says it was paid to on my bank statement)2. $333 was taken out on 9/8/2023 (eChk was who it says it was paid to on my bank statement)3. $333 was taken out on 10/13/2023 (eChk was who it says it was paid to on my bank statement)4. $49 was taken out on 10/27/2023 (SuperiorServi was who it says it was paid to on my bank statement.... under gasoline/fuel as the transaction category).They stated I would also get charged the $49 on 11/27/2023 and then starting on 12/27/2023, I would be charged $346 for the rest of the time.I received a letter from Edfinancial on 11/5/2023, which is who Superior Servicing had me mail my signed paperwork to, saying that I was behind a month on payments and also owed the next month's payments as well. I called Superior Servicing, who hung up on me multiple times to start, and asked them where my money was going. They stated that I am to only be paying $49 a month for 240 months and then all of my student loans would be forgiven. I asked them to cancel out my account and that I would start making payments through Edfinancial. They stated they would do that and send me some sort of confirmation that I have not received yet. I don't know what it is they are taking all this money from me for, but it definitely is not to help pay back my student loans.

  Business Response

  Date: 12/13/2023

  Hello ********,
  
  All our calls are recorded for compliance purposes and our representative never hung up on you. Those payments you made are a fee we charge in order to prepare your federal documents for government assistance programs, which is all stated in the service agreement you signed. Based off of your account, the consildation did go through on your account with the documents we prepared for you. The *** form was not processed, therefore all you needed to do was send that document in order to be in the SAVE program, which is a government income based forgiveness program. You decided to cancel out of our services which is why we were no longer able to assist you. 
  
  Best Regards,
  Superior Servicing 

• Initial Complaint

  Date:11/16/2023

  Type:Customer Service 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 signed up with this company back in August. I submitted all of my documents but after reading all of these complaints/reviews I freaked out and called them to stop any payments coming from them and cancel. However, after doing more research and also getting correspondence from my servicer it looks like they did indeed help me get my loans consolidated and into the forgiveness program. I decided to resume my account with them as they have answered all of my questions. Hold times with my servicer are very long and I can never get someone to actually help me there. I'd rather pay Superior to help me with this every year.

  Business Response

  Date: 11/22/2023

  Hello *****,

  Thank you for your positive feedback. Our goal at Superior Servicing is to make sure we assist applicants by preparing their federal documents correctly so that they are able to take advantage of the student loan forgiveness programs offered by the government. We are happy to hear that all your documents were processed correctly by your servicer. If you have any further questions regarding your account with us, please do not hesitate to reach out to our customer service department. Thank you.
  
  Best Regards,
  Superior Servicing 

• Initial Complaint

  Date:11/15/2023

  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.

  Superior Servicing contacted me via the US ************** about Student Loan Consolidation options. The letter does not state anywhere that this is a 3rd party company. The employee I spoke with misrepresented the company to make it seem like they are directly affiliated with the US ********** of ********** which they are not. The company rushed me to sign a document which committed me to pay $299 one-time and then $49/month for 120 months for the services they were offering, but their services are not what they explained over the phone. Additionally, I have contacted this company multiple times since, using multiple provided phone numbers, but have received no response. I have also reached out over email and have not received a response.

  Business Response

  Date: 12/12/2023

  Hello ******,
  
  Our records show we have been in contact with you regarding your refund, and a customer service representative confirmed your address with you on 11/15 in order for us to mail you a check. The check has already been mailed and you should've received it yesterday on 12/11. If you have any further questions regarding your refund, please contact our customer service department at **************.
  
  Best Regards,
  Superior Servicing

  Customer Answer

  Date: 12/19/2023

   
  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,
  
  ***********************

• Initial Complaint

  Date:11/14/2023

  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.

  I got a letter in august about consolidating my student loans from superior servicing. The man that answered, *******, said they worked with the department of education on student loan consolidation and could potentially lowering my student loan payments and potential forgiveness. I thought it was legitimate company since they had all of my information about my loans, so I went ahead with their process and signed their documents. They have been continuously charging me saying that its going towards my student loans, which is hasnt been. Ive been trying to contact the man I spoke with, the customer service line, and someone else who called me from superior service called **********. Still have not received a call back, and all my calls go straight to voicemail. This is a scam. I cannot reach them to cancel my payments and get my money back.

  Customer Answer

  Date: 11/16/2023

  They also claimed that my loans would be total would be lowered and I would only be paying the principal amount. 

  Customer Answer

  Date: 11/17/2023

  They told me to consolidate my loans and now I dont qualify for PSLF. They gave me inaccurate/false information so that I would consolidate my loans. Now it seems that *** made 0 payments toward my loans.  

  Customer Answer

  Date: 11/27/2023

  They are continuing to charge me 

  Customer Answer

  Date: 11/27/2023

  They called today to cancel my contract but are refusing to give back my money 

• Initial Complaint

  Date:11/14/2023

  Type:Product 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.

  A 1 time fee was paid for the services was paid to these people of $799.00. Oct 12, 2023.

  Customer Answer

  Date: 11/14/2023

  For the past week, I've been trying to contact this company with no success. as of yesterday November 13th 2023 I was able to contact the company who then answered the phone. after discussing on what was supposed to be a one time fee. No discussion of a $49 fee monthly was discussed. really and defensively. The customer service rap a female.  Became very defensive and stated that I should have read the fine print. II have failed to see where the 49 fee monthly was tagged into any of the fine print, and this was not discussed as of the rep ******************************** Discuss with me.. after reaching out. Trying to reach out several times with no success. I reached out to aidvantage and had them stop. Any consolidation that *** have been in the process due to fear that this company has taken my identity.  ************ is not a lone company, but they are a third. If not fourth party company. Using another company to lower interest rates or trying to get you a better deal. When simply, they are just filling out paperwork for you and sending it in. I fail to see where they are able to lower interest rates in the entry regard.  While paperwork is being processed, finds are being collected by this company or fees while the process in limbo.As seen on the Better Business Bureau, many complaints have been initiated and have been filed against this company.  I wish to receive a full refund of my money due to failure of responding in good faith and also ninot showing full transparency of what the company is actually doing. simply staying in discussing and telling someone to sign here and  Telling customers that they are able to provide a full service to them is very shady and providing that they would do a service which they are not able to do. this company is praying on people that wish to lower there.  College payments in they are taking that from good hard working people. This must be stopped immediately.

  Customer Answer

  Date: 11/28/2023

  I have stated the issue with the BBB in the past. History about this company. I'm still further seeking help due to that. The company is now stating that they sent me a check by mail. this was before and prior to Thanksgiving. I also requested also by email to have a receipt. Emailed to me on this check that has supposedl. You've been sent which I have not received any kind of communication from this company. fair worn. This company seeks nothing to take your money and do nothing else. Besides, fill out 2 pieces of paper for you. Period they will not do anything else and this is not a loan company. It is very unclear on how they tell their customers that they can get a lower percentage rate for you, which will then lower your payments. they also do not tell you that they will file a convenience fee monthly after you pay a one time fee, which you can also do with advantage without paying a fee. Once again, I'm seeking help to get communication done. Which I have also been told by the company. The check was going to be for appox. $425 and some change. I have reached out to the company again with no success in any kind of communication by email. I will continue to write complaints and also seek out phone calls to this company until something is done.

  Business Response

  Date: 12/11/2023

  Hello *****,
  
  Based off our records it looks like our customer service department has been in contact you regarding your refund check, which should've arrived to you on 11/27. Your file has already been cancelled out with us, but if you have any further questions regarding your refund please contact our customer service department during standard business hours PST. The number is **************.
  
  Best Regards,
  Superior Servicing

  Customer Answer

  Date: 12/27/2023

  This complaint has been resolved and refunded $400+ dollars. This was a persistent action that needed to be done do to I did not let up with the complaints and phone calls.  Yes, the did give  a partial refund. 

• Initial Complaint

  Date:11/13/2023

  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.

  They took out 299 of my account on 11/10/2023. I never sent in my completed paperwork with a signed signature. They got all my information and pretended to be someone that was going to reduce my student loans! I talked to someone through fasfa and they said you never have to pay someone to help. It was a huge scam!

  Business Response

  Date: 12/08/2023

  Hello ******,
  
  That is incorrect. We did not take any funds from your account because you placed a stop payment with your bank. Per the attached service agreement you signed, you agreed to pay a fee in order for us to prepare your documents to consolidate your loans, and enter into an income based forgiveness program with the government. That is the service we charge for. We have also already cancelled out your account with us, and moving forward we will not be able to assist you.
  
  Best regards,
  Superior Servicing

• Initial Complaint

  Date:11/13/2023

  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.

  In October of 2023 I was contacted by **************** (Phone number **************) from Superior Servicing about consolidation of my loan. He said that he was able to consolidate my student loans which are around $27k. All I had to do was pay a "filing fee" to them in order to get my loans to a point where they were able to be consolidated. Originally this amount was around $1800 but he said he was able to get it down to $799 (2 payments of $399.50) and then it would be a $49 student loan payment. What he failed to tell me was that the $49 was not going towards my student loans but instead to Superior Servicing as a monthly charge. He stated that they were able to get all (12) of my loans down to one and they would all be paid off in 120 months due to the fact that I qualify for PSLF. Even after calling and talking to them and a supervisor I was told nothing can be done since they had already charged me the first $399.50 and I told them to cancel before anymore payments come out of my account. They also stated that they have contacted me numerous times which is also untrue nobody has reached out to me. None of my loans have changed and I have had to contact my loan provider to put my loans into forbearance due to the fact that I was charged for a service that I never used or even to a company that I thought would help which they did nothing but make it worse.

  Business Response

  Date: 12/07/2023

  Hello *****,
  
  That is incorrect. Our enrollment representatives do not cold call or contact anyone. They only take inbound calls and you had first called us for assistance. We are a document preparation center that prepares federal documents for applicants in order for them to take advantage of goverment programs. We fulfilled our services and all the correct information was given to you. Based on our recorded call ***** did disclose that the $49 goes to us in order to handle the recertification process of your program, which is also stated in the service agreement you signed and agreed to. We were also in contact with you many times throughout the process. On 11/9 you confirmed with a customer service representative that you mailed the documents we prepared for you on 11/2. She also re-explained to you what the $49 a month was for. We never claimed that it would be going towards your student loans. As mentioned before all of our calls are recorded for compliance purposes. We have cancelled you out and no payments will br drafted moving forward. 
  
  Best Regards,
  Superior Servicing

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20851876
  
  I am rejecting this response because: 

  They stated that I would pay them for my student loans not that they would keep the money and not pay a cent towards my student loans which is the biggest thing due to the fact that I have never missed a payment. However I have now since they charged me $400 to partly fill out 4 pieces of paper which were also incorrectly filled out per my HR so I had to have my HR re-prepare them for me correctly in order for me to send them out. This is a ridiculous fee to get papers filled out that could have saved me 2 hours and just pointed me in the right direction but instead they bombarded me with numerous questions and pushed for answers right away. They also incorrectly gave me wrong information in order to scam me and gain unknowing access to my ********** account by resetting my password on their behalf.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/20/2023

  All of our calls are recorded for compliance purposes, and based off of our call with you, we never said the document fee payments would be going towards your loans. We clearly stated that is a document fee for our company. It also states this in the service agreement that you signed, meaning none of this was done without your consent. By signing the service agreement you also are agreeing that the information you provided us is correct. If there were discrepancies on the documents you received, you could've simply called our customer service department to correct them. As mentioned before we are a document preparation center, and it was still your responsilibty to mail in the documents as we instructed in order for you to be enrolled in the program we went over with you. 

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20851876
  
  I am rejecting this response because:

  I was rushed and pressured to sign the documents as they knew that it was the wrong thing to do. There were discrepancies in your documents and when my HR department noticed them they corrected them and that is when I notified the business and told them this but yet they still denied it. They also coaim to have sent me numerous texts and emails but I have never received any of them. 

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

  Business Response

  Date: 01/15/2024

  As mentioned before ******************, all of our calls are recorded and it is also stated on the service agreement you signed. We never said that the fee we charge was going towards your student loans. That is the fee we charge for a service we provide, which is to prepare your federal documents in order for you to enroll into a government program. We did not force you to enroll with us or sign the service agreement. You signed it willingly after we went over with you the service we provide and informed you on the government programs available, which you were not even aware of. We already cancelled out your file per your request, and have removed your information from our system. There is nothing more we can do for you.
  
  Best Regards,
  Superior Servicing

  Customer Answer

  Date: 01/16/2024

  I do not accept the response from the business but as long as they leave me alone and no longer contact me then I am ok closing this complaint. It's not worth going back and forth with them if they are going to continue to lie about things that aren't true

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 20851876
  
  I am rejecting this response because:I do not accept the response from the business but as long as they leave me alone and no longer contact me then I am ok closing this complaint. It's not worth going back and forth with them if they are going to continue to lie about things that aren't true
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/18/2024

  We are okay with closing this complaint with *****, as we have already explained what we do and who we are as a company. All our calls are recorded, and we have a service agreement signed by him those goes over everything we explained to him on the phone. There is no reason for us to lie as everything is recorded and documented. We have also stated serval times, we never posed as being with the government, our service agreement ****** states that we aren't, and we never did anything on *****'s behalf without his consent.
  
  Best Regards,
  Superior Servicing

  Customer Answer

  Date: 01/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me but no point going back and forth with this company when they cant prove they tried to contact in any way so it will not go anywhere.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/11/2023

  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.

  They contacted me about my student loans. They needed funds to consolidate my loans, but fasfa already did. However, they took the funds before receiving my documents. After the first payment went through thats when i realized my loans were already consolidated and my payments were not applying to my student loans. i have tried many times to contact them

  Business Response

  Date: 10/31/2023

   

  October 31, 2023
  
  
  *******************************
  ***********************************************************************; 25159
  
  
  Subject: Student loan problem - BBB Complaint ID ********
  
  Dear ******************,
  
  We are very sorry you are experiencing this issue with your student loans. Unfortunately, you have chosen the wrong servicing company. Superior Loan Servicing does not service student loans, only mortgage and commercial loans for private lenders

  It appears that you listed our company in error. We have had several students from all over the US contact our office referencing their student loans, and we have had to tell them they have mistakenly chosen Superior Loan Servicing.   We believe there is a company with a similar name, but the various students have confirmed that our company is not the same.We have enclosed an insert* of the other companys website for your reference. We would also suggest that you access and review the government-endorsed website Studentaid.gov and contact your original student loan lender for advice on your next steps to resolve this issue.

  Again, we are very sorry that you are having this issue,and we hope our suggestions will be helpful.
  
  Sincerely,
  ***************************, Manager
  Corporate Compliance/ Quality Control and Legal
  Superior Loan Servicing
  *************************

   

  Please see attachment for supporting documentation.

  Business Response

  Date: 12/07/2023

  Hello Victoria, 
  
  That is incorrect. You had called us first for assistance regarding your student loans and we enrolled you in our services per the service agreement you signed. Your first payment was set to be on 7/28/23, and your federal documents that we prepared were sent to you on 7/20/23, so we in fact did not take a payment before sending you your federal documents. Also, your loans were never consolidated or in a progam. When you called in for assistance you had 6 loans all in a standard repayment plan. Our records also show you never called in to cancel out of this agreement with **. You had placed a stop payment with your bank, and therefore we cancelled you out.
  
  Best Regards,
  Superior Servicing 

• Initial Complaint

  Date:11/08/2023

  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.

  Received letters regarding my student loans stating they could consolidate them but wasnt provided with any login/site information or interest rate information. Was told my loans would be taken over and paid off by government in 25yrs of paying ****** a month. Was pushed to claim higher number of family size and was provided documents to sign with already filled in boxes that werent true and wasnt information I gave over the phone. When attempting to contact the enrollment specialist I spoke with he stated he couldnt help and referred me to customer service. Was charged ****** for management fees/document preparation. Im Im super scared that I provided my bank information to a scam and dont know what to do. They had all my personal information already including my social security number.