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Business Profile

Student Loan Services

Docuservice

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Student Loan Services.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 3 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/15/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    got a phone call from a phone number claiming they were DocuServer Washington that came through my T-Mobile as a verified caller lady was nice on the phone but they were looking for my ex who lives in another state who's never been associated with my current phone number that's been mine for well over a year and she was hesitant when she started saying his name kind of made me curious. she have me a *********** number. I took down the information from her she said that it was concerning a mitigation hearing with j a h or j a a and she gave me a case number. but officially the number came thru as a **********. when I star 67 the phone number it would not allow me to block my number so when I start 6 7:00 to 855 number it immediately hung up on me

  • Initial Complaint

    Date:09/11/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    phone number of ************** called saying they have a matter that I did not respond to. They made several threats to put a lien on my property and my assets if I did not take care of the matter. The company DocuserviceOK would not give me any information relating to the debt or state how I could take care of the matter. The man calling made several comments stating how I thought I was so smart and knew everything. The company still refused to verify the debt that they state is from 2016.

  • Initial Complaint

    Date:08/07/2024

    Type:Order Issues
    Status:
    Unanswered
    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.
    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

    Date:03/21/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 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

    Date:10/19/2022

    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.
    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

    Date: 11/02/2022

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

  • Initial Complaint

    Date:10/18/2022

    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.
    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

    Date: 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

    Date:07/25/2022

    Type:Order 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.
    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

    Date: 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

    Date:07/02/2022

    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 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

    Date: 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

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