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:06/18/2024

  Type:Billing 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.

  ********************* of Superior Service reached out *** me via phone call on January 30th, 2024. I was promised a bill of $49/month for 240 months toward my student debt. The remaining debt after the 240 month would then be forgiven. In order to start the process, three installments of $333.00 were required. The first payment on February 9th, the second on March 1st, and the final on March 22nd 2024. The $49/month would then start on April 5th 2024, and continue on the fifth of every month. Under the impression that this was a government entity, and not a third party, I eagerly jumped on the offer. After receiving multiple notices from ****** and Aidvantage, I figured something was up. I then did some research and found a plethora of identical complaints against Superior Service. I then called Mohela and Aidvantage and there has been no signs of payments made on my end, despite making payments to Superior Service. I learned that I could have set up my own $50/month payment plan without hashing $1,000 to Superior Services. Myself and many others have been mislead by this fraudulent company, and want to end communication as well as a full refund. Furthermore, it doesn't make sense that my payments would remain $49/month for 240 months since monthly payments are income driven so I don't see how this would make sense. thank you,***********************

  Business Response

  Date: 07/01/2024

  Hello *****,
  
  We will be reaching out to you regarding your complaint, and to go over a possible resolution with you. Our customer service number is **************.
  
  
  Best Regards,
  Superior Servicing

  Customer Answer

  Date: 07/13/2024

   
  Complaint: 21867057
  
  I am rejecting this response because:

  no attempt to resolve issue was made by business. I never received a voicemail or call. I wish to no longer participate in their services and demand an immediate refund. 

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

  Business Response

  Date: 07/23/2024

  *****,
  
  That is incorrect. All our calls are recorded, and we have called you several times and have left voicemails every time we have called you. Since we never heard back from you via phone call, we had our bank mail you out a refund check; It is set to deliver on July 30th. If you have any questions regarding this matter, you will have to contact us since we cannot seem to get a hold of you. Our number is **************.
  
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:06/17/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 24, 2023 I was contacted by Superior Serving about providing a service that would assist me in repaying my student loans. They took three installments in the amount of $333.00 and here are the dates the payments were taking out my account.First Draft Date:Sep 14, 2023 for amount of $333.00 Second Draft Date:Oct 12, 2023 for the amount of $333.00 Third Draft Date:Nov 09, 2023 for the amount of $333.00 Total Amount: $999.00 A recurring payment of $49.00 on the 23rd of every month for 240 months would occurred after the first three installments were made towards my student loans. I realized my student loan amount was never decreasing after the first three months went by. Superior Serving told me they would help consolidate all of my student loans and to put me in a payment plan to pay off my student loans after 240 months. It wasn't until the ********** of ********* called me about making payments towards my student loans. In which I thought I was in a payment plan already through Superior Serving. The ********** of ********* told me that Superior Serving is a third party company and doesn't help students with paying off student loans. In which the opposite of what I was told from Superior Serving. I called the company regarding a refund and was told that I couldn't be refunded and the money was for their service of the paper work. I'm trying to see where do I go from here and what I need to do in order to begin the process of a refund.

  Business Response

  Date: 06/28/2024

  Hello *******,
  
  We will be contacting you regarding your complaint, and to go over a possible resolution with you. Our customer service number is **************.
  
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:06/13/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Superior services lead me to belive that my payments would be for my student loans. This is false information. I have been paying $49 for months In belive that my loans would be paying monthly. Until recently that I was sent a letter from the department of eduction stating I had not been paying the monthly fee.

  Business Response

  Date: 06/25/2024

  Hello ******,
  
  On June 13th, we spoke with you on the phone, addressed your complaint, and went over our resolution process with you. If you have any further questions regarding this matter, please contact our customer service department at **************.
  
  
  Best Regards,
  Superior Servicing
  

• Initial Complaint

  Date:06/13/2024

  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.

  They said they are student aid service and scammed me $400

  Business Response

  Date: 06/25/2024

  Hello Nahom,
  
  We did not scam you, as you signed a service agreement with us. We will be reaching out to you regarding your complaint, and to go over a possible resolution with you. Our customer service number is **************.
  
  
  Best Regards,
  Superior Servicing

  Customer Answer

  Date: 07/10/2024

  Hi.

  You said this complaint is resolved. It is not. The company called me and told me they will send a refund check in 12 days. I haven't yet received the refund from the company. Please, don't close the case. I will let you know when I receive the appropriate amount of money they took from me. Thank you.

  Business Response

  Date: 07/22/2024

  Nahom,

  Our bank has already mailed out your refund check and you should've received it on July 19th. If you have and questions regarding this matter please contact our customer service department at **************.
  
  
  Best Regards,
  Superior Servicing

  Customer Answer

  Date: 07/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/12/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have fallen for the Superior Servicing LLC scam income driven student loans program. They offered me to pay $49 a month to cancel my student loans in 5 years with an upfront processing fee of $299 by ACH on 1/4/2024 then automatic monthly debit payments of $49. I started receiving delinquent notifications from the US ********** of ********** Called to clarify that I have been paying Superior Services and they orientated me about the scam and to file a complaint to consumer bureau. I called my bank to report the scam and place a stop payment to the recurring automatic payments. My bank also put a dispute to ***** and May charge so hopefully these two payments would be refunded. But I would like to be fully refunded the other $446 total charges.

  Business Response

  Date: 06/25/2024

  Hello ******,
  
  This is not a "scam." We will be reaching out to you regarding your complaint, and to go over a possible resolution with you. Our customer service number is **************.
  
  
  Best Regards,
  Superior Servicing

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21835629
  
  I am rejecting this response because:
  My student loan servicer per ********** of ********* continues to be Mohela. Every amount paid to Superior Servicing was not applied to my students loans. They misled me to believe that my payments and transactions fees were towards my student loans their instructions were to use an address from ******* in the documents when I live in *********** and never mentioned that they were third parties.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/08/2024

  ******, 
  
  It was clearly stated on the notice you received to call us and on the service agreement you signed, that we are not affiliated with the ********** of ********* in any way. We have also tried calling you multiple times and have yet to get a hold of you. If you would like for us to go over the resolution process with you, please contact our customer service department. 
  
  
  Best Regards,
  Superior Servicing
  

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21835629
  
  I am rejecting this response because:
  I havent been fully refunded for the $446 paid for a service that had nothing to do with my student loans. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/22/2024

  ******,
  
  As we have previously stated we prepared your federal documents in order for your loans to be consolidated and entered into the SAVE forgiveness program, which has everything to do with your student loans. If you did not mail out those documents as we had instructed you, then that is why no changes are reflecting on your student loan account. We have also tried calling you multiple times and you do not answer our calls. In order for us to provide you with a resolution, you will have to call our customer service department.
  
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:06/11/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was promised that my existing student loans would be consolidated then eventually forgiven by Superior Servicing. I had to make 3 initial payments of $333 then continue to pay $49/month. I was told that my loans had been successfully consolidated and now I just received my first bill from the department of education alluding to the fact that there has been no change to my federal student loans. This is in fact a complete scam. Not to mention, who knows what is being done with the sensitive information that they have received.

  Business Response

  Date: 06/19/2024

  Hello ******, 
  
  We spoke with you on a recorded line on 6/17/2024, and went over our resolution process. If you have any further questions or concerns regarding this matter, please contact our customer service department.
  
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After Superior Servicing LLC reached out regarding a program to consolidate student loans - including details on my personal loaner information - I took detailed notes of my first and only call with them when they stated that the process would take a few of months to go into effect and no payments would be due towards my student loans until its start.The program was supposed to help lower my total balance owed on academic debt, while also decreasing my monthly payments and offer forgiveness after **************************************************************************** under duress and completing the signature of the documents as fast as possible to get the paperwork started ASAP before the repayment date came up.They also state a 30 days refund policy, one that is conveniently impossible to enforce because it negates the possibility of an official notice for repayment, one that would expose their scheme.It was not until mid-January that I realized that I had a past due balance after receiving emails from my actual provider since payments restarted late November.I immediately tried to call Superior Servicing for a couple of days, thinking an honest mistake or misunderstanding had occurred. There was absolutely no way of getting a hold of ******* or any representative there. After doing a simple ****** search of their company, I quickly found out I fell for a scam like many others in a sensitive time when their legit scripted approach with personal information already at their disposal made it easy to strike on indebted college graduates. This is how I realized my loans would not be consolidated, my balance would not be lowered & my loans never had a chance of being forgiven in this context. I have since filed complaints with the *** & the ***** as I am currently awaiting a response. To this day, my dispute stands in reason of consent by fraud since I was a victim of their deception about the nature of their operations which have been proved a con.

  Business Response

  Date: 06/17/2024

  Hello ***********,
  
  This is not a "con," as you signed a service agreement with us, which we have attached to this complaint. We will be reaching out to you regarding this matter, and to go over a possible resolution with you. Our customer service number is **************.
  
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:06/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying my student loans to this company, including a down payment of $900 and $50 a month since August 2023 and none of my payments have gone towards my student loans.

  Customer Answer

  Date: 06/04/2024

  The company contacted me as the student government loans who handle the Public Student Loan Forgiveness. They stated that I would qualify to make $49.00 a month payments for 120 payments to receive full forgiveness. I paid $799.00 on July 13, 2023 for the paperwork to be filed and begin the monthly payments of $49.00 since the date. I received a call from my actually loan servicer on 6/3/24 MOHELA stating they have never received any payments and superior services in not associated with them. The applications I received from superior services said ****** on them and the lady who I was in direct contact with (******) stated that she was apart of the **** program. I have attempted to contact the company with no success, I had to close my current bank account due to this situation. Superior Services has flagged on BBB I seen starting March. Thank you for taking the time to look into this process! 

  Business Response

  Date: 06/17/2024

  Hello ******,
  
  What you have been paying us is a service fee for helping your loans get enrolled in the **** program and making sure you are recerified in the program as well. Based off of our records your loans are consolidated, you were approved for a $0 payment towards your loans, and your recertification date to stay in the program is on 9/6/24. We will be contacting you regarding your complaint, and to go over a possilbe resolution with you. Our customer service number is **************.
  
  
  Best Regards,
  Superior Servicing

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21796417
  
  I am rejecting this response because: I have been in contact with my direct loan servicer, MOHELA where all my student loans are.

  They have no record of superior servicing enrolling me in PSLF or any payments for consolidation so this information is false. If they are apart of PSLF the loan servicer who currently requires payments would have received information from Superior Servicing and I would not be receiving bills. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/28/2024

  ******,
  
  We went over with you on a recorded line what your current loan status was, and told you to log into your Mohela account so you could see that your loans are consolidated and in the SAVE program. We are not sure why ****** told you that you weren't, and that is of much concern on their part as a student loan servicer. Regarding your refund, it was already sent to you and it was set to be delivered by today. If you have any further questions or concerns regarding this matter, please reach out to our customer service department, as we have already addressed and resolved your complaint here on BBB. 
  
  
  Best Regards,
  Superior Servicing
  

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21796417
  
  I am rejecting this response because: i have been watching the mail, no check was received from you as of today July 9th. On the recorded line I specifically asked an email to be sent regarding the check amount that would be sent and have not recieved anything still. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/22/2024

  ******,
  
  All our calls are recorded. We origianlly spoke with you regarding your refund on June 17th and confirmed the mailing address on the phone with you. After our bank had mailed out the check on June 21st, you called us on July 17th to check on the status on the refund and then changed the address you wanted it mailed to. Due to this issue we had to place a stop payment on the previous check with our bank, and will now have to wait for them to issue and mail you a new check. If you have any further questions regarding this matter, Please contact our customer service department.
  
  
  Best Regards,
  Superior Servicing

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21796417
  
  I am rejecting this response because: When I contacted I was never confirmed that the check was resent. I was placed on hold several times to "verify" if the check was cleared and was told that I would receive a call back. When I called on Tuesday to checkin they told me that it had to be issued still and I offered a new mailing address since the check never went to the other address. No one ever said a check was already distributed again...Then I was told last week I would receive a call to confirm that they check has been mailed and once again verify the mailing address which I still have not received any communication on. Every time I call the customer service number it is incorrect according to the email numbers that were listed. This refund has now affected me being able to return to college in the fall, all I ask is to receive my refund so I can complete schooling in a timely manner because this issue has been dragging on a month now.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/24/2024

  ******,
  
  Every check that is generated has a transaction number and delivery date that is set by the bank since they handle all of our refunds. Anytime a client claims that they did not receive a check, there is a process. We have to check whether the check was cashed or not, we then have to place a stop payment on that check, and then have the bank issue a new one. At this moment in time they have issues and sent out another check to the new address you gave us; The delivery date shows as July 30th. If you have any other questions, please contact our customer service department. 
  
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September of 2023, I was contacted by Superior servicing, LLC concerning my student loans. They explained to me that they would consolidate my loans into one payment plan and I would be making payments directly to them for the federal loans. I am now receiving notification from the federal student loan organization that I am behind on payments to my loan,I decided to do some research and just discovered that Superior Servicing LLC is not a legitimate company. They are not making payments to my federal loans as they said. Please help

  Business Response

  Date: 06/17/2024

  Hello *******,
  
  We are a legitimate company and will be reaching out to you regarding your complaint, and to go over a possible resolution with you. Our customer service number is **************.
  
  
  Best Regards,
  Superior Servicing

• Initial Complaint

  Date:06/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted in early January and pressured into signing into this service and repeatedly lied to about the terms. My IDR and forbearance were not submitted even though it was mailed to the correct address.. I was told that I was gauranteed to get into this repayment plan and that I qualify even though the contract they rushed me through over the phone says the opposite. Every person I can find says the same thing and that they were not in the plan they assumed to be based on the phone conversations and yet money was repeatedly taken out. These people are scum of the earth, use deceptive tactics and pressure to get others to sign up, and then have the ***** to refuse your fraud or scam filings at the bank because they provide the contract that is in violation of everything they promise on the phone. Might as well shoot them.

  Business Response

  Date: 06/17/2024

  Hello ******,
  
  We will be reaching out to you regarding your complaint, and to go over a possible resolution with you. Our customer service number is **************.
  
  
  Best Regards,
  Superior Servicing