We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Student Loan Services

Launch Servicing, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Student Loan Services.

Complaints

This profile includes complaints for Launch Servicing, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Launch Servicing, LLC has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 245 total complaints in the last 3 years.
    • 154 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/27/2023

      Type:Billing Issues
      Status:
      Resolved
      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 paid off a loan with a overpayment of 528.63 on 9/28/23. I was told by Launch that it would take 30-60 days to issue my refund. Since the check was issued by a mortgage co through a debt consol loan, I was told the check HAD to be issues to them. On 10/24, a letter of refund was issued but no check. I contacted Launch after recpt of the letter and was then told it would take 30-60 days from 10/24 and not 9/28 (date of receipt of loan payoff). As of 12/27/23, I continue to be told that the check has not yet been cut and all Cust Svc can do is make a note in my account to see where the check is at. I requested a call from a supvsr on 12/27 which was also "noted" but they cannot tell me how long that it will take to receive the call. What a joke! Stay away from this company if you have any options at all! Ironically, a collection company that won't pay what they owe!!

      Business Response

      Date: 01/08/2024

      We appreciate your concerns and the opportunity to address them. A letter was mailed on January 5th, 2024, to the customer addressing their concerns.

      Customer Answer

      Date: 01/11/2024

       

      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:12/19/2023

      Type:Billing Issues
      Status:
      Answered
      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 originally took out a loan from ********* ******* ******** for 5000.00 in 2007, the loan has since been serviced and moved to different lenders. It is now owned by LAUNCH who claims I owe 13,664.05 on 4 different accounts. I wrote to them in July asking for validation of this debt--a full payment history through different lenders and promissory notes showing what I agreed to borrow and our agreed upon interest rate. They provided me one brief statement from *** (one of the servicers) and the original "promissory note" from ********* ******* ******** for $5000 - no interest rate is noted. I have been making payments on this debt to keep in off my credit report, but I have paid over 14,000.00 just since 2016 and the balance isn't going down. It doesn't add up, and LAUNCH will not send evidence of how much was originally borrowed, the interest rate, or full record of my payments. In our documented communication, they said I can contact ******** ******** **** to see if they have more records or I can call and talk to someone at LAUNCH. I don't need to have a conversation; I would like to see the promissory notes and proof that I owe this debt. I stopped making payments and sent a cease & desist letter to LAUNCH on 11/28/2023 and they have now reported me to the credit bureaus. I have filed disputes with the credit bureaus and a complaint wit the ****, and now BBB. Records of all of our communications, and the only information they have provided (the 5000.00 promissory note and a brief *** payment history is attached.)

      Business Response

      Date: 12/28/2023

      We appreciate your concerns and the opportunity to address them. A letter was mailed on December 28th, 2023, to the customer addressing their concerns.

      Customer Answer

      Date: 01/08/2024

      I asked LAUNCH to validate this debt in July of 2023.  They provided one promissory note (out of four) and no further information in August of 2023.  It wasn't until I made complaints with the **** and BBB that all promissory notes and a full explanation was provided.  Now that he debt has been validated, I have brought the account to date.  Given that LAUNCH did not properly validate the debt when I initially requested this, I would like the late payment notation removed from my credit reports. 

    • Initial Complaint

      Date:12/04/2023

      Type:Billing Issues
      Status:
      Resolved
      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 signed an income share agreement to pay my tuition at a coding bootcamp in September 2020. The agreement stated that I would not make any payments on the education unless I had an income. When I got a job in June 2021, I made all my payments on time and never skipped/deferred while having a job. At some point, my income share agreement was sold off to Stride Launch Servicing. I had no decision in the matter. In August 2023, I was laid off from my position and contacted them, I could defer my payments. I provided them with my layoff letter and they deferred my payments. In November 2023, they began billing me again. After multiple attempts to contact them via phone and their secure message portal, my payments have not been deferred. How can I share my income with them if I have no income? They have not asked me to provide additional information or have even responded to my message. The agent I spoke with on the phone told me they viewed my message but to wait for a response. This is in direct violation of my income share agreement and Launch Servicing refuses to amend it.

      Business Response

      Date: 12/14/2023

      We appreciate your concerns and the opportunity to address them. A letter was mailed on December 14th, 2023, to the customer addressing their concerns.

      Customer Answer

      Date: 12/14/2023



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********. Prior to this official response, I received resolution to my issue with the business and find that this resolution is satisfactory to me.




      Sincerely,



      ***** ******

    • Initial Complaint

      Date:11/29/2023

      Type:Billing Issues
      Status:
      Answered
      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 accordance with the Fair Credit Reporting Act, this creditor has violated my rights under 15 USC 1681 section 602 states I have the right to privacy (15 USC 1681 section 604a section 2) it also states a consumer reporting agency can not furnish on an account without my written instructions under 15 USCS 1666b a creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.

      Business Response

      Date: 12/07/2023

      We appreciate your concerns and the opportunity to address them. A letter was mailed on December 7th, 2023, to the customer addressing their concerns.

    • Initial Complaint

      Date:10/16/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      My complaint is about the shady practices of the student loan servicing company called Launch Servicing. I have given them all the documentation necessary to have my payments deferred until I finish school - and they keep changing what is needed, telling me I actually have to submit different forms - I submitted my tax paperwork for 2022 and they told me that was great and then like a month later they said actually we can't accept it because - my Mom had made a notation on the last page and I made less than $600.00 all of 2022, so my parents claimed me and I didn't file. So then they asked for a 4506-T IRS form and I did that but needed help figuring out how to email it to them from the IRS site - so when I finally heard back they didn't answer my question to help me - instead they said oh sorry it's too late to submit that now. Then they wanted my school to fill out an in school verification form- so I got that for them - sent it in and- never on the form they sent did it ask for a school code - but now that form they sent ME wasn't good enough because there was no school code- so I go to ************* which is a legitimate tech Bootcamp that has won best bootcamp for 2 years in a row- you can see it on the Course Report website. No where in my contract does it state I can only get a deferment if I only go to a school with a code- and I honestly feel very bullied.

      Business Response

      Date: 10/26/2023

      We appreciate your concerns and the opportunity to address them. A letter was mailed on October 26th, 2023, to the customer addressing their concerns.

      Customer Answer

      Date: 10/26/2023



      Better Business Bureau:



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




      Sincerely,



      ******* ******

    • Initial Complaint

      Date:10/10/2023

      Type:Billing Issues
      Status:
      Answered
      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 had an account with ******** *********, for about seven years, for a solar installation on my West Wareham MA home. All payments on the account had been made on time and above minimum requirement. On September 1, 2023 Launch Servicing, LLC took over servicing of ******** ********* accounts. I did not receive any prior notice of the change. On 1 September 2023 I contacted ******** ********* by phone to make my final solar payment and was told they did not have a recorded of my account number or the last 4 of my social security number. I was told to call back in a few days. Since the first was on a Friday I called back on Monday 4 September 2023. On Monday they found my account using the last 4 of my SSN. At this time I made the final payment, $531.22, on my solar account and now have a paid in full letter.
      On my Monday's call after I paid off my account I was ask to make a payment on my Rhode Island account. I stated I do not own and never have had any property in RI. I stated that I have never contracted for a solar project in RI. Since the 4th of September I have contacted Launch Servicing repeatedly and they will not remove the RI loan from my name. I have a ticket # ****** and complaint # ******. They have had six weeks but still no resolution. Please help. Thank You.

      Business Response

      Date: 10/19/2023

      We appreciate your concerns and the opportunity to address them. A letter was mailed on October 19th, 2023, to the customer addressing their concerns.

    • Initial Complaint

      Date:10/06/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 put solar panels on my house and did not finish the job. Also they would not let me read the contract. It take almost three months before I got a copy. That is when I found out they overcharging. I want them to get they panels off my roof, and repair my roof. It's leaking,

      Business Response

      Date: 10/13/2023

      We appreciate your concerns and the opportunity to address them. A letter was mailed on October 13th, 2023, to the customer addressing their concerns.

    • Initial Complaint

      Date:09/25/2023

      Type:Billing Issues
      Status:
      Answered
      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 deeply concerned about the sharing of my nonpublic information with credit bureaus and the resulting inaccuracies on my credit report. This situation has caused significant financial and emotional distress.

      Under 15 USC 1681 Section 602, I have the right to financial privacy, and I expect my information to remain confidential.

      Furthermore, 15 USC 1681 Section 604(a)(2) states that a consumer reporting agency cannot furnish account information without my written instructions, which I have not provided.

      I have identified inaccuracies on my credit report from Launch Servicing, LLC, impacting my financial well-being. I request these inaccuracies be corrected promptly.

      Lastly, please remember 15 USC 1666(b), which prohibits treating payments on a credit card account as late under certain circumstances.

      For reference, my account details are as follows:
      Account Number: 9****

      I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws regarding my information.

      Failure to address these issues may compel further legal action. I anticipate your prompt response and resolution to these concerns.

      Thank you for your immediate attention to this matter.

      Business Response

      Date: 09/28/2023

      We appreciate your concerns and the opportunity to address them. A letter was mailed on September 28th, 2023, to the customer addressing their concerns.

    • Initial Complaint

      Date:09/18/2023

      Type:Billing Issues
      Status:
      Answered
      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 a charge off payment of 136.00 on my credit report from this business. I don't know what this bill is regarding or I never got any bill in the mail regarding I owe anything. Please tell me what this bill is for? This is putting a negative mark on my credit. I know nothing about this bill.

      Business Response

      Date: 09/21/2023

      We appreciate your concerns and the opportunity to address them. A letter was mailed on September 21, 2023, to the customer addressing their concerns.

      Customer Answer

      Date: 09/22/2023

      Consumer called in and stated the business sent her a letter but it didn't address her initial concerns. Consumer is stating she doesn't know anything about this bill or company and is requesting the initial bill or contract to show because she's not aware of the balance due which is reporting negatively on her credit. 

      Business Response

      Date: 09/29/2023

       Thank you for the opportunity to address your concerns. The additional correspondence the consumer requested was mailed on September 29th, 2023.

    • Initial Complaint

      Date:09/01/2023

      Type:Billing Issues
      Status:
      Answered
      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 had problems with Launch Servicing correctly reporting my payment history to the credit bureaus. After initially reporting my payments as delinquent after I had paid the loan off completely, they then erased my report form the bureaus resulting in my loan no longer showing and thus erasing years of credit history. My credit rating took a huge hit.

      I contacted Launch about this issue on numerous occasions, but with little avail. I hav tried to connect my launch account with ******** but the tool fails every time (not an issue with ******** ******* ** ***** *****). At this stage, I am building my credit score after a huge nose dive caused by Launch impacting diversity of credit and length of credit history. As someone who only recently started working in the US and building a life here, it has made it all the more difficult to do so. Launch need to be more pro-active in supporting this aspect of their servicing - they have a responsibility to their clients to accurately report their status to the bureaus and they are coming up short.

      Business Response

      Date: 09/08/2023

      We appreciate your concerns and the opportunity to address them. A letter was mailed on September 8th, 2023, to the customer addressing their concerns.

      Customer Answer

      Date: 09/08/2023

       

      Complaint: ********



      I am rejecting this response because:

      I did not receive a letter from the business. If they would like to re-send the letter, my current address is: 

      *** ****** ****** ******* *** *****

      My email is ****************************


      Sincerely,



      ******* ******

      Business Response

      Date: 09/15/2023

      An additional copy of the original response has been placed in the mail today, September 15, 2023. 

    Launch Servicing, LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.