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:09/21/2023

  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.

  On 09/08/2023, I called a number I had gotten from a friend who said that the number could help me with my student loans. I called that number and someone answered & then I told them why I was calling, and the representative *******************************, immediately started asking for personal info and acting more deceptive. He was working to hack my FSA (student loan servicing) account and like an idiot I gave him the codes that were texted to my phone for 2 factor authentication. Of course, he was deceptive and lying and saying he needed the codes for something else. Then he asked me like 2-3 questions and said he was going to text me a link to sign. He wanted me to sign without reviewing the documents and began expressing much more urgency and panic and telling me that I wouldn't qualify for any deferment program again if I don't take this one. He told me it would be close to $800 one time payment then I'd be paying $49 a month for my loans for 240 months. I reviewed the business and that's when I discovered that ****** was lying about his employer & what his company does to make an easy buck from me. This company needs to be shut down and needs to have a lawsuit filed. So many illegal things ****** did and he should not get away with it.

• Initial Complaint

  Date:09/18/2023

  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.

  Scamming acting like they are part of the department of education and financial assistance. Obtained private information to access information and then give me false information to obtain my bank information. I was led to believe one thing when it was really another.

  Business Response

  Date: 10/10/2023

  Hello *******,
  
  Per the service agreement you signed, we never claimed to be the ********** of ********** It states that very ******. We also did not obtain any of your information without you providing it or giving us access to it, as it is necessary in order for us to prepare your federal documents to enroll into a goverment program. This is also stated in the service agreement you signed. Even though we completed our services by emailing you your documents, we did not take out any funds from your account per your request. Please always make sure you read a legal binding document before signing it so you understand what it is you are signing up for. Moving forward we can no longer assist you, and we wish you the best of luck with your student loans.

  Best Regards,
  Superior Servicing 

• Initial Complaint

  Date:09/18/2023

  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 called this business after receiving a letter in the mail. I will admit, I did not read it carefully enough, and that was my first mistake. I called and spoke with a man from Superior. I agreed to the terms and conditions and had what I thought was a big break from my student loans. I was telling my DOE colleague about the awesome service and was told they could help me for free, without a processing fee. I then had a big financial strain come up, so I called to cancel. I was treated very poorly by the customer service rep and was told my account would be cancelled and that I would receive a confirmation email stating so. I never received said email and I even put IN writing as the cancellation terms on the agreement stated to make sure my request was put in all waysand I still have not received any contact back from this company. I will be calling until we get it sorted. I cancelled before any money was taken from my account, but I am afraid my personal information will not be deleted as well.

  Customer Answer

  Date: 10/02/2023

  I received a verification email (2 in fact) from the company stating they had cancelled my account. No money has been withdrawn, or tried to be withdrawn from my account from this business. 

• Initial Complaint

  Date:09/08/2023

  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 was contact by the company by mail. They said they worked with the ********** of ********* in the Loan forgiveness area. They claimed they forgave me for part of my student loan and said i need to make a payment of $899, then my payments would reduce to $49 a month for 25 years.Then this monring I received an email from the ********* ********** of student loans saying my payments of $597 would begin on 9/29/23.I believe i have been scammed. i am not able to contac ****** who claimed he gave me his direct line *************) nor can i get in touch using the customer service line (just goes to a voicemail) ************

  Business Response

  Date: 09/19/2023

  Hello ******,
  
  Per the notice you received and the contract you signed, we do not claim to be working with the ********** of ********** We only assist in preparing the federal documents for applicants in order to take advantage of government forgiveness programs. The fee we charge is for the service we provide, and we sent your prepared documents on September 6th. Our customer service department has also been in contact with you, in which on one of the occasions you hung up on the representative. You requested to be cancelled out of your contract, which is exactly what we did; We also did not draft any payments from your account. Please make sure you read a contract before signing it so you fully understand what it is you are signing up for. We wish you the best of luck with your student loans.
  
  Best Regards,
  Superior Servicing

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20574497
  
  I am rejecting this response because:
  I did not hang up on the representative.  She rudely hung up on me after telling me that I will be stuck with loan payments of $2000.  I proceeded to call back and spoke with a young man named ******* who arrived me my contract was cancelled and that he apologizes for the rude behavior I experienced. They told me the phone call was recorded.  So I advise them to go back and listen to the conversation.  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/10/2023

  As we mentioned before all calls are recorded and kept for compliance purposes. That was our evaluation of the call when you spoke to customer service, and you were in fact being rude to our representative. You also accused our company many times of being a scam, when in fact we completed the service we promised, and also did not charge you the fee you agreed to pay for our assistance by signing the service agreement we previously attached. We honored your request to cancel and will no longer be assisting you with this process.
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:09/06/2023

  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.

  These scammers keep sending me text messages. I don't know how they got my number. I've blocked them and they're still sending messages. I don't deal with scammers and only working with the actual servicer. I'm tired of these folks already i'm not paying you a xxking dime to do anything for me. Leave me the f alone. I'm filing complaints for fraud.

  Business Response

  Date: 09/08/2023

  Hello ******,

  It looks like you are not in our system our database. Therefore, that means we have not assisted or been in contact with you. We only assist applicants that call us directly. We suggest you call that number and asked to be removed from their list. Best of luck with your student loans. 

  Customer Answer

  Date: 09/19/2023

  I've never contacted you, ever. I only deal with my loan servicer another thing is my loans aren't even in repayment. I don't deal with crooks if i contacted you on my own then i wouldn've filed a report. Remove my information, i'm on the optout list. You stole my information is how you got it cause once again i don't deal with scammers and don't need an outside scamming company to do nothing on my behalf. I cannot stand y'all greedy blood suckers. Y'all sent a text to my phone out the blue, i don't know y'all and have NEVER contacted y'all so don't you sit here and lie. I receive my letters pertaining to my discharge directly from *** Why the heck would i get in touch with a scammer? Go somewhere where with your "this is your last chance" bull c*** ok. I already told y'all to remove my personal information, don't even know how you got it. Next report is going to be higher up now take note of that.

  Business Response

  Date: 11/07/2023

  Hello ******,
  
  As we mentioned before, your information is not in our system meaning we cannot remove you from a contact list that is not ours. We do not know who you are, as we have never contacted you via text or conducted any business with you. This is a legit business and we do not "steal" anybody's information. We advise you call whichever company is texting you and ask to be removed from their list. 
  
  
  Best Regards,
  Superior Servicing

  Customer Answer

  Date: 11/08/2023

  You're a liar ok, the screenshot that i attached is your phone number. When i called the girl told me who y'all were. Stop lying already, i called the number. I wouldn't make a complaint for no reason. 

  Business Response

  Date: 11/09/2023

  That is incorrect. Our number is **************. We do not recognize the number you have listed, and do not appreciate the false accusations you have made. We already mentioned to you that we take inbound calls only, and we have never conducted any business with you.
  
  Best Regards, 
  Superior Servicing 

  Customer Answer

  Date: 11/09/2023

  It's not false and not an accusation own up to it. I don't care what number you claim to have becausemany of you scammerstend to use different numbers. I never said a call was made so obviously you're not paying attention to what the bbb report says. It was a text message i guess you also didn't look at the screenshot because it shows its a text. Yes tf someone did tell me y'all were superior servicing when i asked what company was it. You unprofessional scammer no worries because i've already reported y'all for fraud. Stop preying on people with student loans its illegal, scumbye

• Initial Complaint

  Date:08/31/2023

  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.

  Received a letter in the mail that appeared to be associated with Federal Student Loans and the ********** of ********** I called the phone number given in the letter and the person on the phone, "**** (*****************************)", claimed to be affiliated with the ********** of ********* and requested my personal information to "confirm" my identity. "****" then sends me an email with a contract to sign, none of which looks to be affiliated with the ** Government, Federal Student Loans, nor the ********** of ********** At this point I refuse to sign the contract and request that all of my personal information be deleted and that I am not contacted again by this company.My main complaint is that it falsely claims to be affiliated with the US Government with alarming words such as "FINAL NOTICE" printed on the envelope and in the letter, and that I have to take their word that my personal information that they have taken has actually been deleted.I would like for their business to be shut down.

  Business Response

  Date: 08/31/2023

  Hello ****, 
  
  Per the service agreement that was sent to you, on page 2 it states that we are not affiliated with the ********** of ********** We provide a service, which is preparing the federal documents for applicants so that they may take advantage of goverment programs for student loans. The notice that was sent to you also reads at the bottom of the letter, as a disclaimer, that we are not the ********** of ********** We have completely closed out your file with us, as you did not complete the service agreement we sent you. We can no longer assist you or draft any sort of payment without your consent, as that is not legal. Please make sure, in the future, that you carefully read notices and agreements that are sent to you so that you don't make false acusations. We wish you the best of luck with your student loans. 
  
  Best Regards, 
  Superior Servicing 

• Initial Complaint

  Date:08/23/2023

  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 received a letter in the mail from this company about student loan forgiveness. I called them on 8/22/2023. I was asked for my #SSN which they had the last 4 digits of , and account info. They did ask for references and I gave them two of my friends numbers and addresses. I did call my back to make sure nothing came out of my account from this company and filed a complaint with the **** I also called the company the next day 8/23/23 and they did cancel my plan and sent an email. I ran a credit report for additional security. Superior Services is what appeared on the cancellations email under the company name. Please be careful everyone.

  Business Response

  Date: 08/24/2023

  Hello ***,

  Superior Servicing is a third party document preparation company that assists applicants in getting enrolled into goverment assistance, and forgiveness programs for student loans. As you stated, you had initially called us for assistance and one of our representatives walked you through the steps and process of enrolling in these types of programs. You also signed a servicing agreement, which confirms that you were aware of this information, and agreed to pay for the services we provide. We went ahead and cancelled out your file, sent you confimation upon your request, and did not take any funds out of your bank account while still completing our services; Your federal documents were sent to the email you had provided us. We wish you the best of luck with your student loans.
  
  Best Regards,

  Superior Servicing

  Customer Answer

  Date: 08/29/2023

  
  
  
  
  
  
  
  
  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. 
  Yes, my file was canceled  and an email was sent to me to confirm. However, after having a day to ******* everything I felt uneasy about the situation and I decided to go ahead and ask that my file with my information be canceled. No funds were taken out of my account but for future precautions, I called my bank to do a payment stop and took additional measures just to be safe on my end. 
  
  Sincerely, 
  
  *******************
  

• Initial Complaint

  Date:08/21/2023

  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 is posing as a Federally mandated student loan servicing company and reached out to me to consolidate my outstanding loans with the ** ********** of ********** When I initially responded to the postal mail notice, I was very skeptical and was not forthcoming with any of my information at all, but they somehow had independently obtained all information related to my loans which eased my suspicions. I then challenged them/went back and forth several times and felt some sense of assurance that they (my thought of them being the authorized loan servicer of the US **** of ********** would, although extend my loan term, would lower my monthly payment and interest rate (quoted at a rate of 2.5%) which would net positive/beneficial to myself; I then finally succumbed to them processing the Loan Consolidation Application and charging me a processing fee of $800. They then sent me a Loan Consolidation Application (with again, all of my outstanding loan information that I did NOT provide to them) but I even questioned them again because they only sent me 5 pages of the 16-page application which was very strange. However, by that point they had already debited the money from my account and, again, came up with convincing lies to combat my arguments so I unfortunately obliged. I most recently got in touch with Aidvantage who advised me that this was a scam and while this company did process the Loan Consolidation application on my behalf I would (obviously) not be receiving a rate of 2.5% but actually a rate that would be higher than the current rate I'm paying (reflective of the current market interest rates), and they must've independently obtained my information somehow from StudentAid.gov. The Aidvantage representative also advised me that if ever previously, now, or in the future wanted to apply for a Loan Consolidation myself, I could so at NO charge and the fee that they charged me for "processing" was an erroneous fee.

  Business Response

  Date: 08/31/2023

  Hello *****,
  
  By signing the service agreement we sent to you via email, you confirm that you knew we are a third party company that assists in preparing documents for goverment programs. The service agreement also states that by no means do we claim to be or work with the ********** of ********** and all calls are recorded for quality and compliance purposes. You attached the federal documents and mailing instructions we sent you, which shows that we completed the services we promised for a charged fee. However, you placed stop payment with your bank which means all forms of payment were blocked. We cannot provide a refund as no funds were ever taken out of your account, even though we fulfilled the services we promised. We wish you the best of luck with your student loans.
  
  Best Regards, 
  Superior Servicing 

• Initial Complaint

  Date:08/10/2023

  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 am filing a complaint about Superior Servicing. They called and offered me a loan consolidation program and I did not realize they were a third party group. They told me I could do a three payments of $386 biweekly beginning soon and then in October my payments would drop to $50 a month and after making 300 payments, my loans would be forgiven. They have my bank account information and are looking to pull money automatically. I do not want to use this company, they are a third party.

  Business Response

  Date: 08/22/2023

  Hello *******, 
  
  Based off our records it looks like you had initially called us for assistance on August 8th, as we do not reach out to applicants. You proceeded to enroll in a government assistance program with one of our representatives, per the attached service agreement you signed. On August 10th you spoke to a customer service representative and per your request, we cancelled your account with us. Since your file was cancelled out, we did not draft any payments from your bank account. We wish you the best of luck with your student loans. 

   

  Best Regards.
  Superior Servicing 

• Initial Complaint

  Date:07/24/2023

  Type:Billing 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 contacted by this company via mail to set up an account/plan for consolidating my student loans. I was told this was required, and not having experience with this before, I went ahead and agreed. About 5 mins after my phone call I got off the phone with student aid.Gov who told me to cancel immediately as this service is not needed and is likely a scam. I immediately called back and cancelled-I was told it would not be processed/charged, and everything would be discarded/cancelled. A couple of weeks later, I saw I was charged in full. After multiple phone calls, I was able to get a refund promised to me and a check was sent to my home. Unfortunately, the check bounced back due to insufficient funds on their end and now I cannot get a hold of anyone. I not only need a full refund but I need to speak to someone to ensure everything was deleted and I will not be charged further.