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:04/29/2024

  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 speaking with my student loan provider, they informed me the Service done through Signature Processing Services should not have been charged to me. When asking a representative refused to elaborate nor help. Currently they have been taking money from my bank account for several months and offer no explanation regarding loan services

  Business Response

  Date: 06/10/2024

  First and foremost, we apologize for the lateness of this reply.
  Signature Processing Services (SPS) is a private, for-profit company that offers document preparation services for our clients. We prepare the documents required for them to enroll in consolidation and loan forgiveness programs offered by the ********** of ********* (DOE).
  
  When we spoke with ************** initially, his loan servicer was MOHELA. Before we prepared paperwork for **************, he was asked a series of questions to make sure he understood what we were providing. One of these questions that was asked was if he understood that he could fill out the paperwork independently, but is electing us to prepare them for a fee. He answered, Yes,to this question, indicating that he understood.
  It appears this his new servicer is ******, so it looks like the paperwork we prepared was accepted. If ************** did not want our help, he could have stated so before the application was submitted.
  Were sorry if he is now unhappy with our services, but that doesnt change the fact that they were used.

• Initial Complaint

  Date:02/21/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 claimed to be partners with my loan provider ****** and I contacted my provider and they told me that this company is a fraud and they scammed me of my money and identity. They also claimed that they would forgive my loans, but told me to pay them 290 for six months and an additional two payments of 40 where only 1 out of the 2 was taken of the 40.

  Business Response

  Date: 03/27/2024

  Signature Processing Services (SPS) is a private company that offers document preparation services for our clients. We prepare application documents that allow them to enroll in consolidation and loan forgiveness programs offered by the ********** of ********* (DOE).
  
  Contrary to ************** complaint, we don't claim to be partners with any loan servicer. Neither do we claim to forgive someone loans;we do not have the power to do so. We only prepare application documents and provide no other service. According to our records, ************** received his prepared application and he told us he mailed it to ****** using the prepaid envelope we provided.
  It's regrettable that ************** feels she was scammed, but we did no such thing. We especially did nothing with his identity. Mr. ********** that his provider is ****** confirms that we did all we said wed do,which was prepare his application and that it would be accepted.

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21321842
  
  I am rejecting this response because: I was not told that they were a third party business over voice call with them. They also promise told forgive my loan because the claim they had the power to do so and they also claimed to be working with ******. Also a number they gave me to contact for questions also dont work because its not in service all of a sudden. This business is a fraud and and an identity thief. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/02/2024

  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.

  This business is a scam that is trying to take my money and use my information to fraudulently impersonate me.************************************************************************

  Business Response

  Date: 01/25/2024

  Signature Processing Services (SPS) is a private company that offers document preparation services for our clients. We prepare application documents that allow them to enroll in consolidation and loan forgiveness programs offered by the ********** of ********* (DOE). Ms. ******** complaint states that we are trying to use [her] information to fraudulently impersonate [her], however that is not what we do. If she had continued services with us,we would have prepared her application, and she would have reviewed it before submission, but thats all.
  It is regrettable that ****************** felt she needed to file this complaint, but we can confirm that her account was cancelled when she contacted us per her request, no funds were collected, and no work was performed on her behalf.

• Initial Complaint

  Date:11/17/2023

  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 believe that Signature Processing Services engages in deceptive practices by misleading student loan customers into thinking that they represent the ********** of ********** Last year, around December, I received a letter from the company stating that it was my last opportunity to consolidate my federal student loan. Upon calling, the customer service representative created the impression that they were affiliated with the ********** of ********** They assured me that they could consolidate my three loans, which had interest rates ranging from 6% to 6.6%, into a single 3% loan, promising significant savings over the life of the loan. Believing that the ********** of ********* had contracted with this company due to misleading statements from the Signature Processing Services customer service rep, I agreed to the loan consolidation. Subsequently, I was informed of a $289.99 monthly fee for six months for the consolidation.To my dismay, I discovered today, upon contacting my official loan servicer Nelnet, that the ********** of ********* offers loan consolidation free of charge. Additionally, Signature Processing Services insisted that I pay a $39.99 doc prep fee through ******************* Services for several months before being eligible to cancel the service. I contacted Prosperity today, and they promptly processed my cancellation request.I am seeking a full refund from Signature Processing Services due to two primary reasons: firstly, the customer service representative misrepresented themselves as being from the ********** of *********, and secondly, they promised a low loan rate of approximately 3%, which is significantly different than my current consolidation rate of $6.375%.Having read similar complaints on the BBB website, it's evident that I am not the only victim of Signature Processing Services' misleading statements and practices.

  Business Response

  Date: 01/03/2024

  Signature Processing Services Signature Processing Services offers documentation preparation services for our clients. We prepare the documents required for them to enroll in consolidation and loan forgiveness programs offered by the ********** of ********* (DoE).

  When ******************** signed up for our services in November 2022, he went through a compliance call, like all our other clients. In this compliance call we ask if the client understands that we are NOT the ********** of ********* nor the servicer of their student loans. ****************** said yes to this question, so he was aware that we were a third-party company and not the DoE or his servicer. In that compliance call we also asked if he understands that this is something he can complete independently but has chosen us to prepare these documents for a fee. ***************** also said yes to this question so he was aware that this is something he could have done on his own for free but chose to pay us for our services.

  We assisted ****************** with the document preparation for his student loan consolidation which we confirmed was approved. Therefore, Signature Processing Services completed the service that ****************** hired us for. 

• Initial Complaint

  Date:11/13/2023

  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 that looked very official regarding federal student loan relief. The "Final Notice" said that in order to benefit from this federal adjustment I would have to call by 12/1/2023. I called the number provided **************, the agent affiliated the company and herself with the US department of education. Her **************************************** and the other agent, *************************** *************************************** made multiple false and misleading statements and promises in order to get me to sign a contract and to steal my personal information such as my name, ***, my SS#, my address, my phone #, my email, my routing number, bank account #, and personal names and contact information of two of my references. They masked themselves as loan servicers contracted with the federal government to provide services for federal student loans on behalf of the federal aid. After getting all of my info and student loan data, the agent said because of my non-profit job, under the new SAVE program the rest of my student loans will be forgiven. He said in order for me to apply I would have to pay monthly processing fees for 8 months. I was under the impression that this services was free. While on the phone, all of a sudden when it was time to answer important questions, I kept saying no and refused moving forward during the compliance call. I realized something was wrong when they hung up immediately after and refused to answer my calls after. I called and emailed to cancel the contract, but they did not let me even though the contract said I could via email. The contract waives my legal rights and does not even provide the complete services that they said they would provide. The contract is vague and also mentions another fraudulent company called Prosperity Benefit Services.

• Initial Complaint

  Date:09/05/2023

  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 a letter in the mail that looked very official regarding federal student loan relief. The "Final Notice" said that in order to benefit from this federal adjustment I would have to call by 8/18/2023. I called the number provided ************ the agent affiliated the company and herself with the US department of education. Her and the other agent, made multiple false and misleading statements and promises in order to get me to sign a contract and to steal my personal information such as my name, DOB, my SS#, my address, my phone #, my email, my routing number, bank account #, and personal names and contact information of two of my references. They masked themselves as loan servicers contracted with the federal government to provide services for federal student loans on behalf of the federal aid. After getting all of my info and student loan data, the agent said because of my non-profit job, under the new SAVE program the rest of my student loans will be forgiven. He said in order for me to apply I would have to pay monthly processing fees until March ****. I did not know this service could be given for free. While on the phone, all of a sudden when it was time to answer important questions, I heard extreme static. When I kept saying I couldnt hear they hung up the phone on me. They still withdrew $289.99 on August 25. I realized something was wrong because I still received withdrawal from my Nelnet account too something they told me wouldnt happen. I called and emailed to cancel the contract, but they did not let me even though the contract said I could via email. The contract waives my legal rights and does not even provide the complete services that they said they would provide. The contract is vague and also mentions another fraudulent company called Prosperity Benefit Services. They still continue to email me even after I emailed them to cancel.

  Business Response

  Date: 10/12/2023

  Signature Processing Services offers documentation preparation services for our clients. We prepare the documents required for them to enroll in consolidation and loan forgiveness programs offered by the ********** of *********. 

  ************* is claiming that we stole her personal information but all the information we requested was information that had to be included in the documents that she hired us to prepare for her. 

  When ************* signed up for our services in August of 2023, she went through a compliance call, like all of our other clients. In this compliance call we ask if the client understands that we are NOT the ********** of ********* (DoE) nor the servicer of their student loans. ************* said yes to this question, so she was aware that we were a third party company and not the DoE or her servicer. In that compliance call we also asked if she understands that this is something she can complete independently but has chosen us to prepare these documents for a fee. *************** also said yes to this question so she was aware that this is something she could have done on her own for free but chose to pay us for our services to prepare the documents.

  Furthermore, ************* signed an agreement which included her payment schedule. She knew the payment dates and the amounts that would be automatically withdrawn from the account she had provided to us

  *************** is requesting a refund however there is no refund to give. Once we received her email requesting to cancel and requesting a refund, we provided her with a response via email, on September 11, 2023, informing her that her account has been cancelled, all future payments will be cancelled as well and a refund in the amount of $289.99 would be provided to her, however, *************** Disputed that payment with her bank.

• Initial Complaint

  Date:08/25/2023

  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.

  On 08/25 I was misled into sharing my personal information and student loan details with reps from "Signature Processing Services", who both misrepresented and misadvertised their affiliation with the ** ********** of ********** They are charging a fee for something student loan borrowers can access for free and failed to provide full transparency regarding their business and services prior to sharing my information with them. This is a malicious attack against vulnerable and hopeful individuals seeking financial relief, and a threat to personal security.

  Business Response

  Date: 09/14/2023

  On 8/25/23, we spoke with ******************, who was seeking assistance with her student loans. Our initial conversation involved asking ****************** a series of questions to determine her eligibility for various programs offered by the ********** of ********** It's important to clarify that, at no point, did we claim or suggest any affiliation with the ********** of ********** and we do not advertise any such association.

  As a private company specializing in document preparation services for consumers, we operate under a fee-based model. It's important to note that the services we offer are also available for consumers to undertake independently. We make it explicitly clear to our clients that they have the option to complete these services themselves. The decision of whether to utilize our services or handle the process independently ultimately rests with the consumer, and we respect their discretion in this regard.

  If a consumer chooses not to use our services, their personal information is securely encrypted and eventually removed. This process is designed to provide our clients with peace of mind, knowing that their data is always safeguarded and will be securely removed as per our established procedures.

   

  If you have any further questions or concerns related to this matter, please do not hesitate to reach out to us. Your feedback is greatly appreciated as it helps us enhance our services.

• Initial Complaint

  Date:07/27/2023

  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 have student loans that the business offered to consolidate as they 'eloquently' presented they were in affiliation with the ***** of Ed.. *** business gathered sensitive information including but not limited to identification, SSN, and bank routing. Moreover, the business plans to charge $1500

  Business Response

  Date: 08/16/2023

  Signature Processing Services does not represent ourselves as being affiliated with the ********** of ********** All clients go through a compliance call where they confirm that they understand that we are not part of the ********** of ********* and that we are not their loan servicer. If ************* did not agree that he understood this information, we would have not enrolled him as a client. We are a document preparation company that prepares documents for student loan borrowers to enroll in certain programs available through the ********** of ********** All of this information is explained to every client and is also outlined in the agreement that all clients, including *************, sign. 

• Initial Complaint

  Date:07/24/2023

  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.

  Signature Processing Services is conducting a student loan scam. I received a letter reading final statement in large, bold letters. The letter is deceptively written. It states that in order to receive the one time account adjustment for student loan relief, I must call a ***** number by 8/18/23. The amount of my student loan is listed. The letter reads as though the ***** number is for the ********** of ********* when in fact it is for the company. There is tiny print at the bottom of the page which states it is a private service. It is deliberately deceptive and predatory.

• Initial Complaint

  Date:07/14/2023

  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 company contacted me and said they were dedicated to helping me save costs and cut down years spent paying off student loan debt. After 6 months of payments to them my loans were supposed to be transferred with all paperwork taken care of. I tried to contact them and its like the company doesnt exist anymore. Almost $2,000 they took from me.

  Business Response

  Date: 08/16/2023

  We are currently in the process of helping *************** with preparing and following up on the documents necessary to get her enrolled in a program offered by the ********** of ********** We are unsure why she is saying that she cannot contact us and that it seems like we don't exist anymore because we have spoken to her several times over the last 4 weeks.