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:11/06/2023

  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.

  I am writing to file a formal complaint against a company named Superior Servicing, which I believe is involved in deceptive and fraudulent practices. I recently received a letter in the mail from Superior Servicing, which prompted me to contact them. They posed as agents of the ********** of ********* and misled me into thinking that they could offer me a better payment plan for my student loans than my current provider.During the phone call, their representatives pressured me to make an immediate decision to ************** servicing to them, assuring me that their payment plan would significantly lower my monthly payments. Succumbing to their pressure and persuasive tactics, I agreed to change my loan servicing to Superior Servicing and signed the required documents.However, after I received the documents and had a chance to review them, I became increasingly skeptical about the legitimacy of this company. Concerned for my financial well-being, I decided to conduct an online search to learn more about Superior Servicing, only to discover that they are associated with fraudulent and scamming activities.I now feel deceived and taken advantage of by Superior Servicing. Their actions are not only unethical but potentially illegal, as they misrepresented themselves as agents of the ********** of ********* to manipulate and pressure me into making a ***** decision.I am currently unable to reach Superior Servicing through phone calls or emails, and my attempts to rectify this situation have been in vain. Therefore, I kindly request the Better Business Bureau's assistance in addressing this matter and taking appropriate action against Superior Servicing to prevent them from further preying on unsuspecting individuals.I have attached any relevant documentation and evidence to support my claim. I would appreciate it if you could investigate this company and take the necessary steps to protect other potential victims from falling into their fraudulent schemes.

  Business Response

  Date: 11/17/2023

  Hello ****,
  
  We are a legitimate document preparation center that prepares federal documents for applicant to apply for government programs. All our calls are recorded for compliance purposes, and we never claimed to be affiliated or to be working for the ********** of ********** The initial notice we sent you discloses that information at the bottom, as well as the signed service agreement that you attached. By signing that agreement you confirm that you read it and were aware of that information.  It is clearly not a "fraudulent scheme," as we still prepared your federal documents and emailed them to you with mailing instructions without ever charging your bank account because you chose to cancel out from our services. We have also sent you a cancellation confirmation email. Moving forward we can no longer assist you. Best of luck with your student loans.
  
  Best Regards,
  Superior Servicing

  Customer Answer

  Date: 11/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Your company is fraudulent and provided misleading information. You prey on individuals who are vulnerable. 

  Remove all of my information from your database. I never want to have any other communication in any form from your fraudulent companies.

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

• Initial Complaint

  Date:11/06/2023

  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 cannot contact anyone in this company. I have been scammed. I cannot make payments to reduce my loan amount. This is a student loan servicing company. They will not answer their phones or call back. Please help me to get refunded and having the student loans returned to my previous loan servicer.

  Business Response

  Date: 11/17/2023

  Hello ********,
  
  We are a legitimate document preparation center. All calls are recorded for compliance purposes, and our records show that we spoke with you multiple times about the federal documents we prepared for you, as well as how to mail them in to your servicer. Since your complaint, we also called you several times to try and get the matter resolved. On 11/7 and on 11/8 and finally got a hold of you on 11/9. As we mentioned to you on the phone, you will be refunded the amount you paid via a mailed check to the mailing address you verified with us. If you have any further questions regarding your refund please call our customer service department at **************. Best of luck with your student loans.
  
  Best regards,
  Superior Servicing 

• Initial Complaint

  Date:11/06/2023

  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.

  Date of the transaction: 09/27/2023 Amount of money you paid the business: $1,000.00 What the business committed to provide you: Federal Student Loan Forgiveness Plan (SAVE)What the nature of the dispute is: Company impersonating the Federal *********** service provider using FAFSA.Whether or not the business has tried to resolve the problem: No ************************************* the issue involves advertising, when and where was the ad seen or heard: 5/1/2023 through a mail final notice document stating Student **************************** Reduction Program Prepared for: *************************"

  Business Response

  Date: 11/17/2023

  Hello *****,
  
  We are not "impersonating the Federal *********** service provider using FAFSA." We are a 3rd party document preparation center that prepares documents for applicants to enroll into government programs for a fee. Per the service agreement you signed, you enrolled in our services and agreed to make the payments for the document preparation fee. Even though we already completed our services by preparing your federal documents and emailing them to you with mailing instructions, we will honor your request and give you a refund via a mailed check. Our customer service department will reach out to you to confirm your mailing address. Best of luck with your student loans.
  
  Best Regards,
  Superior Servicing 

• Initial Complaint

  Date:11/01/2023

  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 received a letter in the mail concerning my financial aid to consolidate loan I called 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 dollars for the first 3 months my future payments would be $50.00 a month and told me that he need information like routine number and account number for the payments to get processed I was sent a link to sign and mail off Ive payed $498.00 dollars and those payments havent went towards my student loan I havent received any legit documentation/statements concerning anything They are scamming/posing as federal student loan department getting people into believing that they are helping them when theyre not. I called student aid and they stated that this a third party and they dont give out information to third party also I want to know how did this company obtain my information and such

• Initial Complaint

  Date:10/31/2023

  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.

  This is an organization that is not forthcoming in WHO they are which is just a 3rd party seeking profit on consolidating loans for students. They wait until the end of a phone call to try to slip in their $1100 fee to consolidate loans for you, all the while not even mentioning the true name and purpose of their organization (not on the mail they send you or when they pick up the phone)

• Initial Complaint

  Date:10/31/2023

  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.

  Hello, I received a letter to assist with aid for my student loans. I spoke with ******************* of Superior Servicing on consolidating and lowering my payments and loan total. I had to pay $899 to consolidate my loans the a $49 a month payment for the next $240. I thought this was a legit business since the number was after reading the letter I received and still have a copy of. All in all I don't see where my money is going and I can't get in contact with ANYONE. From the company down to the bank that is withdrawing from my account. I just want my money back.$299.67-07/20/23 $299.67-08/04/23 $299.66-08/21/23 $50 -08/30/23 $50-09/30/23 $50-10/30/23 Thank you,

• Initial Complaint

  Date:10/31/2023

  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.

  This company is a scam. They charge $299 to initially file paperwork to assist with student loan forgiveness and income-driven repayment plans. Then they told me that I would be paying $49/month toward my student loan-and that would be my new income-based payment. But I was told just now by another rep that they are charging me $49/month not toward my student loan, but toward their service to maintain the paperwork. Which only is required once a year. And I can file that paperwork without them, so why would I pay someone else to do it? They lied about the service they provide. It's a scam. I paid $49/month four times before I realized the money was going toward their service instead of toward my student loans. I request reimbursement for those Four $49/monthly payments = $196.

• Initial Complaint

  Date:10/30/2023

  Type:Service or Repair 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 couple days ago I got a letter in the mail about student loan consolidation and potentially lowering my student loan payments and potential forgiveness. I called the number and a guy answered stating that superior services worked with the department of education and wanted to see if I qualified for consolidation. The company already had the majority of my information so I thought it was legit. Little did I know I was fooled and sign the contract they have you sign. It wasnt but a day later I did some research on the company and saw the filed complaints and reviews and decided to cancel. I had the hardest time getting someone to answer the phone. The guy I spoke with provided me with some phone numbers, including his line. Everytime I tried to call his line, it would rang a couple times then go straight to voice mail. Then I called the customer service number he gave me and that went straight to voicemail everytime I tried to call. I had to call the number on the letter I received in order to get a hold of someone, and when they picked up, they said a completely different company name. This time is was superior solutions. Low and behold I finally got in contact with customer service to and she said she was cancelling my account. If I dont receive an email of this confirmation I will be calling back cause I do NOT authorize this company to be making payments for me. I will be checking my bank account frequently for a charge, and needless to say they will be getting a lovely call if one ensues.

  Business Response

  Date: 11/07/2023

  Hello Hunter, 
  
  According to our records your file was cancelled on 11/27/23, and a customer service representative called you that same day at 8:25am PST to confirm you were already assisted with the cancellation. All calls are recorded for compliance purposes, and we never claimed to be with or working for the ********** of ********** We are a private document preparation center that prepares documents in order for applicants to enroll in government programs. Not only is this stated in the notice you received, but also in the service agreement you signed. We have attached the service agreement so you can re-read it. Furthermore, since your file was cancelled out, we have honored that, and no payments were ever taken out of your bank account. We wish you the best of luck with your student loans.
  
  
  Best Regards, 
  Superior Servicing

  Customer Answer

  Date: 11/07/2023

   
  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:10/24/2023

  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.

  Date of transaction: 10-23-2023 - I would have to pay 3 initial payments of $299 starting Nov 3rd and then by Feb 5th the continuously starts for $49 a month; if they do not cancel my plan/account as I asked them to the money does end up coming out and I am unable to dispute it. -They lied on the phones saying that they were affiliated with the ********** of ********* yet on their Service Agreement(upon rereading it) and the website; they backpedal and say they are not affiliated with the ********** of ********* at all. -Even in the letter they sent they fail to mention their company name to act as though it is an official letter from the ***** I also found out that they are going against the ************************************ as despite my inquiring as to why I couldn't just pay on my own when it was time and why I had to be enrolled in auto payments; it pretty much boiled down to "It's how it's set up with ***/ just the process of how it goes". -Looking back they were vague every time I would ask who would be taking the money out of my account since the *** is partnered with lenders/who to make an account with. Which again boils down to; "oh we're not in that step; that's after you get approved and get everything processed"-They claim to have students' in their best interests but is committing fraud.ie. I told them about my family size but they failed to mention that that question was in reference to IF any of my family members depended on my income-which isn't true. So I actually had to call in to get the *** form corrected. The person I was transferred to tried to justify the fact the enrollment agent did it to "help me get the lowest rate possible." I told him despite trying to help out you shouldn't be dishonest on documents, especially federal/government ones. -Again I'm not looking for BBB to do a criminal charge, I'll go through the proper channels for that; it's just they as a business really need to be investigated and shut down.

• Initial Complaint

  Date:10/23/2023

  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.

  On September 28th, I contacted a company who claimed to be a loan consolidator specifically for student loans, Superior Servicing LLC. They had all my information including SSN and bank information on-hand, including information about my loans and told me I was eligible to have about 50% of my student loans forgiven and offered a lower-increment payment plan through them. After signing and sending the documents they requested, believing they were a real business, I was unable to reach anyone from the company and was hung up on on multiple occasions. I also paid them $299 in "legal fees" to have my loans consolidated which was paid by me on October 6th, before any paperwork had reached them. On October 19th, after not hearing anything from Superior Servicing LLC, I reached out to MOHELA, my federal lender, who confirmed no paperwork was received. They were also able to confirm that they had no correspondence with any offices or approved loan consolidators based out of Greenwich, *****, which is where Superior Servicing LLC requested my documents be mailed to. After multiple attempts to figure out why ****** had not received my documents, Superior Servicing LLC told me that ****** was incorrect and passed me from voicemail to voicemail rather than elaborating on why I was told there were no MOHELA offices in *****. After multiple attempts to reach a representative, I called and told them I do not want to be enrolled with them anymore to which they said they would unenroll me, but still took a payment out of my bank account of $49, despite no paperwork being filed with ****** and me requesting to be terminated from their plan. They also told me I would receive a notice in my email confirming that I was unenrolled but I have not received said email. I'm concerned because if it was that easy for them to get my information and avoid me trying to unenroll, there may be hundreds of other students who have fallen victim to their scam. Thank you.

  Business Response

  Date: 11/17/2023

  Hello *********,
  
  All calls are recorded for compliance purposes. We did not have your banking information on file prior to you calling in. You provided us with that information and signed a service agreement confirming you enrolling for our services. We are a document preparation center that prepares documents for student loan programs for a fee. We went through the calls and our customer service representatives never hung up on you. We assisted you every step of the way and answered all your questions. Also, whoever you spoke with at MOHELA must've given you false information because the ** Box we provided you to mail in your documents is on their website, which we told you was ********** not "Greenwich." We have attached a screenshot of their website as well as a copy of the service agreement that you signed. Even though we completed our services by preparing your federal documents, we have honored your request to cancel and the funds were returned to your account via a stop payment. We also sent you a cancellation confirmation email. Best of luck with your student loans.
  
  Best Regards,
  Superior Servicing