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: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.

  Its a huge scam hiding under the guise of a document servicing company. Mr ********************* sent me some "verification codes" to my phone number to confirm my identity and had me verify my social security number, name, address, email, and employer. Now, heres were things get very criminal. These verification codes he was sending me turned out to be password reset verifications from the studentaid.gov website. He was essentially signing in on the website, a government website mind you, using the "forgot password" feature, and then having me read back the verification codes so he could reset my password and access the account. This is a big felony, which is why Im getting the *** involved. He did not tell me he was doing this. He reset my password and even had me log in with it to ensure everything was working correctly. This is clearly unauthorized and fraudulent use of a U.S government website.Then wired money out of my bank account for $449.

  Business Response

  Date: 11/17/2023

  Hello ******, 
  
  This is not a scam. We are a document preparation center that prepares documents for applicants to enroll into student loan programs. You also signed a service agreement with our company, which by signing you gave us consent to have access to your information for the sole purpose of preparing your federal documents. We did not "wire" money out of bank account, as you provided your routing and account number for us to withdrawal payments from your account for our services via ACH. Since you cancelled out of our services and placed a stop payment on all charges, we did not withdrawal any money from your account, even though we had already prepared your documents and had emailed them to you. We also sent you a cancellation confirmation email. We wish you the best of luck with your student loans.
  
  Best Regards,
  Superior Servicing 

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20760832
  
  I am rejecting this response because: This is most definitely a scam. You skipped over the part where your "representatives" log onto the victims studentaid.gov account and gain unauthorized access to the account by having the student verify the 6 digit verification codes over the phone unsuspectedly and not knowing that the representative is actually resetting their studentaid.gov password without their knowledge. There is a clear banner when logging into the website informing you that THIRD PARTIES ARE NOT AUTHORIZED to access this website or account, and only the student is authorized to access the account. It is unauthorized use of a U.S government information system which will subject you guys to criminal and civil penalties. Its fraud. The company is committing fraud on a massive scale. The principal and managing member is *********************************** who should be referenced when taking legal action.

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

  Business Response

  Date: 11/22/2023

  We have already attached the service agreement which states that you gave us access to your FSA in order for us to prepare your federal documents, meaning it was not unauthorized access. You signed this agreement which is a legal binding contract. If we were a scam we would not be on the BBB, we would have ignored your complaint, and we would have taken money from your account after you had cancelled with us, but yet we did not. This is a legitimate business that charges a fee for a service we provide. You chose to cancel out of your account with us, which we have already done for you. There is nothing more we can do for you as we did not take any payments from your bank account.
  
  Best Regards,
  Superior Servicing 

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20760832
  
  I am rejecting this response because: I require a legally binding FORMAL notice. A typed email is insufficient; I need a document that formally and unequivocally confirms the cancellation of any services, contracts, and agreements with Superior Services LLC.

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

  Business Response

  Date: 12/11/2023

  Your account with us has been cancelled out, and all of your personal information has been removed from our system since 10/23. As you mentioned, we have already sent you a cancellation email as confirmation to you. We have been more than cooperative to ensure you were cancelled out from the binding contract you initially signed to enroll in our services, that no payments are taken out of your account, and that all of your personal information is removed from our system. There is nothing more we can do for you.
  
  Best regards,
  Superior Servicing

• Initial Complaint

  Date:10/19/2023

  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.

  I was tricked into thinking my student loan payments would be lowered, not that I was just paying this company a "fee" for 300 months and my loans would disappear. Need this to be cancelled ASAP. I sent an email stating this, and will take further action if needed.

• Initial Complaint

  Date:10/18/2023

  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 was lead to believe superior servicing would be taking over my student loans and paying an initial down payment of ******* and 24 month payments of ***** and that my student loans would be paid in full well it turned out that wasn't the case at all they scammed me

  Business Response

  Date: 10/31/2023

  Hello ******, 
  
  All calls are recorded for compliance purposes. We never claimed that we would take over your loans or that the initial fee was a "down payment" for anything. We are a document preparation center, and we charge a document preparation fee in order to prepare federal documents to assist you in getting into a government forgiveness program. The service agreement you signed discloses all this information. Based off of our records you reported all charges as stop payments to your bank, so no funds were ever taken out. Moving forward we will no longer be able to assist you with your student loans. We wish you the best of luck. 
  
  Best Regards, 
  Superior Servicing 

• Initial Complaint

  Date:10/09/2023

  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.

  Company sent me emails stating that show that they were ****** and masqueraded as them and I have all the emails -- they took over 1 k of my money.I will be filing with State Attorney -- total fraud preying on students.

• Initial Complaint

  Date:10/03/2023

  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 April of 2023 I was contacted by a ***************************** ( telephone number ************) with Superior Servicing. They stated that they would be able to consolidate all my student loans that at the time totaled $30,984 and be able to give me a forgiveness of $18,000. All I had to do was pay $299 for the "filing fee" and then pay $49.00 a month for a total of 240 months and all my loans would be gone and I would have a better credit score. None of this is true. I got letters from Aidvantage(who is affiliated with student aid.gov) stating that my payments were still on deferment and my monthly payment was $0.00. My loans were still with them and even acquired another $1,000 due to my interest rate. This is when I knew I was being scammed. I am out my money when I could have been actually paying off my real ****

  Business Response

  Date: 10/31/2023

  Hello Analycia, 
  
  We prepared your federal documents in order for you to get into the SAVE program, which is a government forgiveness program. You received a letter from Aidvantage stating you are enrolled in this program, and your recertification date is on  05/16/2024. That is why we charge a document preparation fee and a $49 monthly service fee, to ensure you get into the correct program and stay in it as well. We never claimed to be your lender or to be in hold of your student loans. The service agreement you signed discloses all of that information, and by signing you confirm that you are aware of this information as well. Even though we did assist you into getting into a forgiveness plan, we have approved a partial refund of $196.00 and will be mailed to you in the form of a check. Moving forward we will not be able to assist you with your student loans. We wish you the best of luck.
  
  Best Regards,
  Superior Servicing

  Customer Answer

  Date: 11/01/2023

   
  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,
  
  Analycia *******

• Initial Complaint

  Date:10/03/2023

  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.

  This is a scam. They are phishing for your personal information by sending out letters telling people they qualify for a loan consolidation and forgiveness program. When you call them they send you a bunch of documents for you to fill out, some **** of *** some they made up themselves, that gather your personal identifiable information. They say that you will have to pay 2 payments of 299.66 and 1 of 299.67 for a total of ******. After they will charge ***** monthly. They claim these charges go towards your student loan debt but the paperwork says its their service fee. They use your information to then charge your account false charges. Leaving you angry and questioning the state of your federal student loans. Dont be fooled.

  Business Response

  Date: 10/31/2023

  Hello ******,
  
  Based on the information you provided, we do not have any file or record for you in our database. I would ensure you are making a complaint against the right company, as we do not make any outbound calls or "phish" for anyone's information. We only assist applicants that call into our office directly. 
  
  Best Regards, 
  Superior Servicing

• Initial Complaint

  Date:09/27/2023

  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 the letter in the mail about a company that was affiliated with the department of education. The letter was so that I could make loan payments toward my student loan using the latest act that President ***** is working on. I contacted the company via phone and gave them some of my information and had a discussion about possibly starting to repayment plan after I was able to investigate the company. They sent me an email and said that I needed to sign the information to secure that pay rate agreement. I did sign the document under the pretenses that there was a cancellation policy which is listed in the document that I sent for verification number five. This business did debit $299.67 out of my account on September *********. On the original phone call I was told that I needed to print out some documents which I still have in my email and sign them so that I could start the loan replacement plan and the payments. I never signed those documents or return them because I learned that this company was a scam. I was under the assumption that being that I did not find the documents that there would be no money taken from my account. I have called them over seven times today and requested a call back from managers which they have refused. I got a call back from a regular team member and I was told that they would not be able to give me back my refund. That is not what is in the contract that I signed, nor is there a legal agreement that I want to be a part of this program. I'm not sure if I need to seek legal counsel or what steps I need to take to receive my compensation and also to notify the world that this is a fraudulent company. Please help as I have been taking advantage of and can't seem to get any help from this company or business. I brought up the fact that the actual cancellation policy states that as long as I canceled within 30 days even though I don't even feel that I agreed in the first place that I will receive a full refund.

  Business Response

  Date: 10/10/2023

  Hello Siedah,
  
  The letter you received in the mail and the service agreement you signed never claimed that we are affiliated with the ********** of ********** We always make that very clear on that. We are a document preparation center that prepares federal documents for applicatns to take advantage of goverment programs. Per the service agreement you signed the refund policy is 3 business days not 30, and even though you requested a refund after 3 business days and after we sent you your federal documents, we still approved your refund and it will be mailed to you. Furthermore, all our calls are recorded for quality assurance, and you expressed some very vulgar and disrepctful words towards our customer service representatives even though their job is simply to assist you. We do not conduct business with applicants like this, so we can no longer assist you, and we wish you the best of luck with your student loans.
  
  Best Regards,
  Superior Servicing

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20660686
  
  I am rejecting this response because: the recorded phone calls need to be provided for reference. You guys sent me three pages to sign initially and I did not sign them. I was told by your representative on the recorded call that I needed to print out documents and sign them and send them to you so that I can be enrolled in the program. Once I called you guys on the day of the withdrawal which was the 25th, you verbally stated that you could not give me a refund. That is why the phone calls need to be released. The money was debited out of my account overnight and I called you guys the very next morning and you guys verbally stated that you denied the refund. I express to you respectfully that I did not want to be in your program and that this was clearly All in misunderstanding. Your representative stated that I was not going to be able to get a refund, whether three days or 30 days. You guys are a scamming company, and that's the bottom line. I would hope that you would be willing to rectify the situation by sending me a paper check. I will not believe it until I receive that check, as I was told numerous amounts of times that you guys would deny me a refund. I was specifically told on the phone call that the money would be placed into an account and that it would not be sent or used in any way to rectify any agreement with any type of student loan, which entails a total loss. You are very right that after about the 12th phone call I probably didn't have the best tone. When you are playing with people's livelihood, people that are trying to rectify their futures by fixing their student loans, that is disturbing and very very unethical. This LLC company should not be manipulating people out of their funding, knowing that they have no authentic intent to assist the individual with their student loan. If you are stating that you guys are a viable company it would be great to see some of the accounts that you have rectified.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 10/12/2023

  If the company actually sent out a check, I feel that they need to provide proof in this mediation setting and also I wanted to upload a copy of the agreement that was originally emailed to me that stated that I could receive a full refund and cancel any services within the first 30 days, although I never signed the papers and mailed them in. This is all a matter of me simply wanting my funding return. I reached out to this company immediately within hours of them stealing money out of my account, so the accusation of me not reaching out within 3 days even if that were within the policy of this company, is false. Trust that I would like to have no dealing with this company as they stated that they did not want to have any further communication with me. The right thing for them to do would simply be to show proof of a mail check and this can all be solved since they won't debit it back into the account they stole it out of.

  Business Response

  Date: 11/07/2023

  Hello ******,
  
  We had mailed out a refund check of $299.67 and our records show it was delivered on 10/18/2023. However, you had placed a stop payment with your bank, meaning the funds were never taken out of your account. Due to this matter, we have placed a stop payment on the check that we mailed to you, and it will no longer be valid. We have also attached the service agreement you signed that states everything we do as a company, and it clearly states that the refund policy is 3 business days. The 30 business day refund only applies to our 49 monthly fee, which is also stated in the service agreement. Please make sure you re-read the agreement. We originally tried to help you with the entire process, but as stated before, you were cursing and using foul language towards our customer service representatives. We do not tolerate this type of behavior, and can no longer conduct any business with you. Best of luck with your student loans. 

  
  Best Regards,
  Superior Servicing 

   

• Initial Complaint

  Date:09/26/2023

  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.

  I believe this is a student loan scam. They are fraudulently posing as government or government affiliates to scam people into giving personal and bank information. They are offering to manage your loan services for two $400 payments, which would not be charged by the government. They are sending letters offering to enroll you in the SAVE student loan program, but this is not an authentic form of enrollment, and a scam to charge you their management fee as well as possibly consolidate your loans to exploit at a predatory rate.

• Initial Complaint

  Date:09/26/2023

  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 from Superior Servicing regarding the consolidation of my student loan through the ********** of ********** I was advised by the ********** of ********* that Superior Servicing is a third party company charging a fee for FREE services offered through the ********** of ********** I requested to speak to my spouse before funds were taken and that promise of broken when I noticed that the funds have been prematurely drafted without my verbal consent. PLEASE DO NOT PROVIDE FINANCIAL INFORMATION TO THIS ORGANIZATION AS THEY WILL USE THAT TO DRAFT FROM YOUR ACCOUNT WITHOUT CONFIRMATION FROM YOU! Through the phone call I made in response to this letter, the services offered were presented as though this is a Loan Servicing company that will manage my Loan Debt through consolidation and controlled payments for a fixed term. I am disappointed in the misinformation and carefully selected wording and disclosures only buried in a complex document referred to as the Service Agreement and the immediate pressure of a payment for services. I have emailed the customer service contact via the cancellation policy in the Service Agreement and have requested a full refund of the $799 fee that was presented and prematurely drafted from my bank account.

• Initial Complaint

  Date:09/26/2023

  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 a letter in the mail July 16th for an opportunity to consolidate financial aid loans. Called the number on the letter. Repeatedly asked if they were legit and looked them up online. At the time they showed up as a legit company who helps consolidate student loans along with other loans. I am not going to argue whether they are legit or not, but the fact that they charge you for a free service you can do yourself (I didn't know this at the time) and the fact that they don't even do anything with your account for student loans even AFTER you have made payments is what gets me. $50 a month would go to them after they pay off all of your loans? Then what? I don't even understand but somehow they made it seem so clear at the time and I agreed. I just want to be as debt free as possible. After a while I decided to look them up again and see SO many others complaining about them. With the same experience. Nobody ever got a refund if they paid. They state they have a 3 day policy on refunds. I don't even remember signing the paper with that policy. I asked to send it to me so they did. I reviewed it and the information wasn't even correct! My birthday was incorrect and so was my zip code. I called multiple times. Was told there were no managers in and they would call back Monday. I called one last time and asked if there were managers working today and if I could talk to one. THIS TIME THEY SAID THEY WERE WORKING BUT WERE BUSY. I just want my money back and to make sure noone else has to go through this.