ComplaintsforDocuservice

• Initial Complaint

  08/07/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Was contacted by focuses and told to ******************* and a** About a matter. ****** says I have a file that the want me to pay on right now or they are going to send proccesor to my house and or garnish wage.

• Initial Complaint

  03/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am a member of ************ for Student Loan Forgiveness. They had been taking money out of my ***** Fargo account. I cannot get a hold of them to continue payments. I've changed banks. The phone number is no longer in service for ************ and I cannot reach anyone. My Client Id number is: Client ID: ********* MY PHONE NUMBER IS ************ - YOUR SYSTEM WILL NOT ALLOW ME TO CHANGE MY PHONE NUMBER AND CHOOSE "CONTINUE". PLEASE CALL ME AT THIS NUMBER.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of first transaction was *********** and kept going on automated monthly payments: 5 payments of ******* and after that ** consecutive payments of ****** each. They promised to help me with my parent loan repayment plan, you can read contract I sent to you, but it was a total fraud. I tried to call the numbers they have on file and I have no anzwer. Phone numbers no longer in service. I need my refund total of ********* Thank you and God bless you.

  Business response

  11/02/2022

  Business Response /* (1000, 5, 2022/10/20) */ Please contact *************************

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been paying Docuservice for the past few years to help ********************************. I noticed last month that there was no payment made on my account. I tried contacting them and they just kept hanging up the phone without answering it. I tried many times and could not get a hold of anyone. My payment is coming up again this month and I still have not been able to talk with anyone. My understanding was that if I paid the specific amount for a period of time without missing a payment, ************************** Now it is looking like I am going to miss my payment. No one has tried to get in touch with me and I have no way of getting a hold of them since they just keep hanging up the phone. Initially, I felt it was a good program and a good company, but now it is looking like I was scammed. I have no idea how much I have paid them to scam me, but it has been a few years now.

  Business response

  10/20/2022

  Business Response /* (1000, 5, 2022/10/18) */ Please contact us a ************************* and we will be able to support you with this request Consumer Response /* (3000, 7, 2022/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I tried that and they said they would call, but I did not receive a call. I will not accept this resolution because I have tried it already. Business Response /* (4000, 9, 2022/10/20) */ When did you try email ************************** Consumer Response /* (4200, 11, 2022/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I tried contacting them on 10/13/22, and have been trying to call for weeks. Why haven't you contacted me before I filed a *** complaint?

• Initial Complaint

  07/25/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On March *** ***** there was a voicemail on my phone from *****, who claimed to be with Student Aid, an office of the U.S. Department of Education ****** She said I was eligible for a student loan forgiveness program but I needed to act fast because these programs expire very quickly. I called the number back and spoke to ***** **** He said I qualified for loan forgiveness but that in order to proceed, I needed to change my ************** password ** a temporary one that he assigned to me. He then put me on hold for about an hour. When he came back, he knew everything about my loans (the original amount borrowed, interest rate, current payment amount, etc.). I thought only *** employees had access to this information; I didn't realize until later that he could have used the temporary password ** get into my account. ***** emailed me a loan forgiveness application that was already filled in with all my personal information, including my social security number; I assumed he had it because he worked for **** He rushed me to electronically sign a service agreement, along with a limited power of attorney. He read the disclosures to me very fast even after I told him to slow down and wouldn't give me time to read the agreement. He also asked for a card number and charged my debit card for ******** which was the amount he had told me I would paying on my student loan while my application was being processed; he said that later my loan payment would be reduced to *** a month until it was forgiven in 20 years. I was also asked to send them my tax return. When I later read the agreement, it said the fee for their services was ****** in monthly payments ranging from ******* to **** I closed my bank account before they could collect another payment, but they kept texting me daily demanding that I pay them. My ************ to ***** went *********** Docuservice finally agreed to cancel the agreement but claimed they did nothing ******** They also refused to refund my money.

  Business response

  08/02/2022

  Business Response /* (1000, 5, 2022/07/25) */ Hi *****, I checked the recordings that we have on file and your claims are not 100% true. We did perform your consultation to see if you had a beneficial qualification (i.e. a significant decrease in monthly payments) through income driven repayment (IDR). The reason we put you on hold is to verify program eligibility and provide you with a soft quote of what is projected as your new monthly payment amount and confirm your decision on using our services. This allows our clients to make a determination if they wanted to move forward with our document preparation and submission services. We have many clients who have chosen to apply for programs on their own after our consultation and we are more than happy if they come to do that decision. What we provide is initial advisory services through our free consultation as the process for student loan forgiveness has been challenging for many borrowers, and we aim to educate borrowers on what is available and whether they would qualify. Part of the services we provide is projecting what future payments can look like and explaining the process such as income requirements and family size demographics. In addition, it is mandatory per our policy to ask compliance questions with every client after each initial consultation. This includes if the clients understand that we are document preparation company and we are not part of the government, nor are we affiliated with the Department of Education or your loan servicer. With all that said, we are willing to provide you with a full refund of the $139.80 that was paid as fees as we do believe that we should provide that back to you. To also show that we did what was requested as shown in the agreement, attached is the document that we prepared for you and proof that it was faxed to your lender on March 30, 2021, 5 days after enrolling with our services. In closing, we hope our services did help you determine qualification for income driven repayment (IDR) plan and that your application was completed successfully. Please let me know what would be the best number and time to reach you at so we can discuss refunding the $139.80. Consumer Response /* (2000, 7, 2022/08/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept their response because they offered to refund my money, which they had refused to do previously. The person I spoke to was very ********** and ************* which was not my experience with the other employees I had dealt with. He took the time to answer my questions to the best of his ability, unlike another employee who had ignored most of my questions and concerns. I was also satisfied to learn that this employee had since been terminated, which was the right thing to do given his lack of professionalism.

• Initial Complaint

  07/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been paying monthly payments to docuserve for almost 2 years and I just found out 2 days that they are fraudulent and now I am stuck because I can't afford to restart the ************************ program with another company.. I struggled all through the pandemic and made sure that I paid docuserve for my student loans because I didn't want to fall behind.. well I am now extremely behind and have ended up with ****$ in fees for my loans not being paid.. also it's to late to file with another company and I don't have the money to pay another company.. I am extremely overwhelmed with this and I have been having major panic attacks for 2 days now because I have no idea what I am going to do .. I thought I was doing something good and getting caught up but I was way wrong.. I'm behind more now than I have ever been

  Business response

  07/20/2022

  Business Response /* (****, 9, 2022/07/20) */ Hi *****, Please reference attachment "***** ********** - ******************************************* With our services, you were successfully placed into the ******* Pay as You Earn ******** plan. In the letter referenced above, it shows that your monthly payments between XX-XXX-XXXX and XX-XX-XXXX would be $0.00 a month pending annual recertification requirements such as your income and family size. In addition, we know that you still have placement in the program as our records indicate your *** plan anniversary date is ********** (i.e. recertification date), which means you are still receiving monthly credits for your income driven repayment plan. You don't have to ********** until October of next year ***** We even went above and beyond to get you into a program and based on the information you were able to provide us the best available program for placement. We worked on your application for months following up with you to get the required documentation. Please review the attach documentation referenced "***** ********** - ******************************************* Even after we agreed for placement into your income driven repayment plan we even tried to help place you into a disability discharge, but you were not able to provide us with the information for your total and permanent disability. We even gave you the information on how to obtain the required documentation from social security administration to prove your disability for discharge. Keep in mind that the *** also has this information and I hope they review the proof of work completion to show that we did get you into the best available program along with the signed service agreement. Consumer Response /* (3000, 11, 2022/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called the the social security office to get the letter of permanent disability and they told me that the agency requesting the information has to request it, plus they also stated that the specific document the company was requesting was no supplied by the social security office.. I did inform yall of that and I haven't heard anything about it since.. as for my student ****************, I had XXXXX$ forgiven according to the company but my credit report shows I still owe XXXXX$ ****************.. the amount hasn't dropped any, it has actually went up ****$ more than before I signed with the company.. another thing is that the company states that I was placed on a program that I qualified for but there is no record of me being on any type of program through the department of education.. I have also talked to 2 ***************** program agencies and both have stated the same thing.. I am not and have never been on any type of student **************** program.. when I spoke to the department of education I was also told that I qualified for total *********** not just XXXXX$, and the reason I haven't been contacted by the *********************** is because of the pandemic and the fact that all student loans were put off until the pandemic was over.. I was also told that starting in September I will be receiving a letter stating that I am obligated to pay up to ***$ monthly payments for my student loans.. Docuserve did nothing to help me and has actually made it worse than before.. I don't agree with anything the company has to say because now it's to late for me to be put in a *********** program and I will be stuck paying for my loans like before.. if there would have been a program I was on I wouldn't have had a problem with the company but I have been told by 3 separate agencies stating that I was never on a *********** program and now it's to late to be put on one. Business Response /* (4000, 13, 2022/07/21) */ Hi *****, Please keep in mind that the agreed upon service in the service agreement was for an income driven repayment plan (***) and not a disability discharge. Without proof of total and permanent disability we are unable to qualify you for that program and that is why we were asking for the required documentation. We did get you into the *** and even after completion of the service we were pushing for your disability discharge. Keep in mind that if you were able to get the documentation we requested we would have been able to process your disability discharge which would have allowed a much shorter timeframe for ****************. But since we couldn't get it, your placement into the ****** program which lowered your monthly payment to $0.00 until recertification of your income and household size. With all the said, we did complete the services for you but I'm willing to work with you on this and suggesting the following options: 1) We can work with you to get the documents from social security administration. If verified that you do have a total and permanent disability, we can complete the required documents and help you submit it. This way you can get your loans discharged by proving that you do have a total and permanent disability. Based on your response, this option should best address your concern. 2) If you do not like option 1, we are willing to refund half of all fees earned for services even though we completed the work specified on the service agreement. Please let us know what works with you. We are more than happy to help you get the documents you need to prove your total and permanent disability, but without that we cannot determine if you qualify or not. We can give you step by step directions from our processing team as this in my opinion would best service your current situation. Consumer Response /* (2000, 15, 2022/07/22) */ (The consumer indicated he/she ******** the response from the business.) Please just refund my money.. I have already started the process of a full *********** program through the department of *********** I no longer need to argue about the services you claim you did because I have never been in a *********** program.. I was told by **** that the XXXXX$ would be ************ taken off my balance after 5 years of paying.. that was a complete lie.. you had me on a so called repayment plan where my payments were 0 but *** I was already on that payment plan and I didn't need you to put me on it again because I was never taken off that plan.. I was already paying 0 monthly payments due to my disability and I sent them the information needed for the plan 9 years ago, so I didn't need your help with that.. and to reply to your first offer, I told **** multiple times that I wasn't able to get the documents yall were requesting because social security no longer sent those documents and any information towards the type of services yall were supposed to do for me had to be requested by your company not me.. so these documents you want from disability were your responsibility to get and I made that perfectly clear to **** and ********* multiple ******* so just refund my money please so I can be done with this Consumer Response /* (4200, 21, 2022/07/26) */ I'm just curious to how I am going to get the refund and when . Business Response /* (4000, 23, 2022/08/01) */ ***** - we spoke on the phone last week and I mentioned that we will be sending you a check for the amount that we discussed. Do you want me to give you a call again to discuss? Consumer Response /* (2000, 25, 2022/08/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have been in contact with Ken walker and the refund is being sent back to my account in installments, I have received 3 payments already into my account but I am still owed 239$ of the refund that hasn't gone through yet.. my bank told me to contact you and I sent Ken the pictures of what the bank said and the 3 refund transactions.. I am still waiting for the rest of the money

• Initial Complaint

  01/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company contacted me to help with my student loans. I signed a contract and made some payments. I have attempted to contact them to inquire about a balance and any interest paid for tax purposes. My first attempt was an email to my 'loan adviser' which came back no loner valid email. I have attempted to make contact through their 800 number and have sat on old for an hour or more. I am happy to upload documents and receipts at the time that a BBB representative makes contact with me.

  Business response

  07/18/2022

  Business Response /* (1000, 13, 2022/07/18) */ For ***************************** , we had completed all the work specified in our agreement with this client. We would like to work with her to explain but we have not been able to contact her and am hoping if BBB can support. Attached are the files showing that the agreed upon work was completed. 1. DocuService agreeemtn with ***************************** 2. Application for income driven repayment plan completed by DocuService 3. Screenshot showing successful placement into agreed upon program (IDR - Revised Pay as you Earn program) With that said, we would like to work with BBB and ****** to close out this complaint. Please email me back so that we can move forward with resolving this complaint. Best regards, ****

• Initial Complaint

  12/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been paying them $59.00 a month sing 10/2018 for payment of my student loans. I was called by ******* (who has my loans) to discuss options regarding my payment options. Once I talked with ******** I found out that DocuService has not been paying my loans. I would like to get full reimbursement from DocuService. I have been trying to call and email them for a week. No one response to the email or answers the phone.

  Business response

  01/14/2022

  Business Response /* (1000, 5, 2021/12/27) */ Contact Name and Title: **************** Contact Phone: ********** Contact Email: *******@docuservice.us Hello ***** We pride ourselves in customer service and response rate. Taking a look at our records, we have not once missed a call from you (during business hours), never not returned a call, and answered every email you sent to us. Furthermore, our manager has spoken to you multiple times throughout this entire process, You hired our company to assist you with the enrollment process into the Income-driven repayment programs which we've successfully done. You enrolled with us on 10/28/19. We've submitted your application on 11/08/19.. You have not even called us to cancel your services and yet you continue to make monthly installments and we've continued to follow through including your recertification renewal process as a docuservice client . Which to us, does not really make sense as you received confirmations of your new program through phone mail and email. ***** you paid a company a fee to do a service which we completed many months ago. We are very sorry you felt deceived, but the truth of the matter is we did everything right for you. During the enrollment we ask compliance questions so you understand who we are, what we are doing for you, and where your money is going. Furthermore, we've provided you correspondence throughout the entire process from start to finish. From the time of enrollment, to the time of submission, to the time of approval, and you receiving your new program details. Beyond that, there is not much more we can provide as a company. Thanks *****, we hope you find a better desired outcome for your student loans.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  July XX XXXX i was contacted by this company saying they were a student loan *********** company and had me believing them that I was entering an income based program to pay on my federal student loans. I paid $139.80 for the first 5 months and then it was $29.00 a month after that stating I would be in a repayment rehabilitation program for paying my federal student loans. I have been having issues trying to get back into college this is how I found out that this was a complete scam. My financial adviser at the college said none of my student loans have been paid on!!!!!! I also checked my credit report and it shows my student loans are in default. All this being said This company is a complete scam and want a refund or put the money owed towards my real federal loan debt! I sent an email asking for receipts to show the college that I was paying my loans and they never got back to me. This has affected me greatly now I have to wait 6 months to get back into college and start paying in my student loans all over again! Because this company had me believing i had been paying on my student loans this pay year in a half and now I have to start all over again with the right federal student loan debt company. I want a refund and I don't want them to do this to anyone else.

  Business response

  07/18/2022

  Business Response /* (1000, 26, 2022/07/18) */ We have tried to get in contact with ******* ***** regarding her situation for income driven repayment. We are willing to work with ******* on a refund as there were pending items that we needed from ******* and her existing federal student loan applications which caused complications to getting her into an income driven repayment program. Would you help us to get in contact with the client so we can work with her on this matter? ****

• Initial Complaint

  11/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up with this business for student loan forgiveness and nothing has been done~it's a scam. I made 5 payments of $159.80 and I'm requesting a full refund. I've sent numerous emails with no response. I've called many times, including today, and each call continually has been disconnected. I am requesting full refund of $799.00 from this fraudulent company.

  Business response

  11/04/2021

  Business Response /* (1000, 5, 2021/11/04) */ Docuservice provided client with the services that were offered to her. Client had 4 loans of which 2 were in a Collections Agency in Defaulted status. Collections was getting to issue the Adminsitrtive Wage Garnishment Judgement order against client to which we stopped by Consolidating all her into a 2 new loans with a new interest rate and which also removed the original 2 loans from default and back into a good standing. We also based on client's income and family size documentation provided placed her into an Income Driven Repayment Plan Program known as REPAYE which minimized client's payment to the very minimun. Our records also indicate that client's has only called 3 times and it was on 11/2/21 only no further call history since july 02,2021 Attached to this response are all the letters and proof of Docuservice's rendering services to ** ********* . Consumer Response /* (3000, 8, 2021/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not correct nor true. DocuServuce offered me a loan forgiveness program. I have attached email from DocuService stating "Congratulations! Your loan forgiveness program has been approved!" I felt like it was too good to be true and should have went by my instincts. In their response, I could have done that myself, at no charge. They were dishonest then and dishonest now. Please see the 3 attachments, showing their email stating that I have been approved for "loan forgiveness program", thanks. Business Response /* (1000, 18, 2022/07/18) */ For ****** *********, we had completed all the work specified in our agreement with this client. We would like to work with her to explain but we have not been able to contact her and am hoping if BBB can support. Attached are the files showing that the agreed upon work was completed. 1. DocuService agreement with ****** ********* 2. Application for income driven repayment plan completed by DocuService 3. Approval letter showing successful placement into agreed upon program (IDR - Revised Pay as you Earn program) With that said, we would like to work with BBB and ****** to close out this complaint. Please email me back so that we can move forward with resolving this complaint. Best regards, **** Consumer Response /* (3000, 20, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a Scam!!!! Their response is not correct nor true. DocuServuce offered me a loan forgiveness program. I have attached email from DocuService stating "Congratulations! Your loan forgiveness program has been approved!" I felt like it was too good to be true and should have went by my instincts. In their response, I could have done that myself, at no charge. They were dishonest then and dishonest now. Please see the 3 attachments, showing their email stating that I have been approved for "loan forgiveness program", thanks. Ian requesting full refund for the my payments, thanks. Business Response /* (4000, 22, 2022/07/19) */ Please reference the file L*** H********************************************** At the time of your enrollment, you had $********* in federal student loans. Based on your income and family size, our internal verification services, document preparation of required forms, and submission services reduced your monthly payment to $88.65 a month which is a large deduction based on how much you owe. The document also specifies that these payments will be effective between 05-25-2021 and 05/01/2022 until you need to recertify at which your income driven repayment amount will be re-assessed. We even have mandatory compliance discussion which talks about the process of what we will need in order to complete the services. You even worked with us to gather the documents and have us push through the submission for you. We even informed you about submission of your application so I'm confused where this is coming from. If you had complication with your submission and it didn't go through or it was rejected, we would absolutely give you a full refund without question. However, in this case, we did the work for you successfully and explained that we would support your initial program enrollment and you would handle it from there. If you are having troubles with your recertification, I don't mind getting on the phone and helping you out. If you haven't recertified, you should still be able to do so but I would do it as soon as possible. My only ask to you is that you review the document I sent you. I will re-attach for your reference. Then I suggest we get on the phone and I provide you with what happened here. I don't think this is very fair especially due to fact that all the documents are there and shows we did the work for you with good results and you write negative reviews. I have evidence showing the data above is accurate and so does the BBB. If you are asking for a refund still after reviewing the docs, I don't think that's right. But I'm willing to hear you out and help you if you still need support. We've always been here to help and we even provided you with awareness in your situation about what is available to support income driven plans, which probably helped out your financial situation. But if you gotten yourself in trouble or can't do it yourself, let me know and we'll help you. Consumer Response /* (4200, 24, 2022/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a Scam!!!! Their response is not correct nor true. DocuServuce offered me a loan forgiveness program. I have attached email from DocuService stating "Congratulations! Your loan forgiveness program has been approved!" I felt like it was too good to be true and should have went by my instincts. In their response, I could have done that myself, at no charge. They were dishonest then and dishonest now. Please see the 3 attachments, showing their email stating that I have been approved for "loan forgiveness program", thanks. I am requesting full refund for the my payments due to this business did not fulfill their offer for Student Loan Forgiveness. Please assist.

*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. ↩