Complaints

This profile includes complaints for Student Debt USA, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Student Debt USA, LLC

  25 Wadsworth Ln Duxbury, MA 02332-5116

• 

  Student Debt USA, LLC

  1301 Orange Ave NE Ste C Roanoke, VA 24012-8116

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:03/04/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the past few years, Student Debt USA has been extremely helpful with filing necessary documents and making sure I have what's needed in order to properly achieve debt forgiveness via PSLF. They would routinely check in, especially to file recertification documents, providing me a hands-off approach to debt forgiveness. I have record of numerous friendly email conversations, but some of the more important ones were from 10/24/2023 when *** notified me that MOHELA was incorrectly calculating the number of years of PSLF employment, to which I provided the information on the same day, but never received a response. I followed-up on that chain on 11/27/2023 and then once more on 4/10/2024, with no response. To this day I have yet to get an answer on that chain.I also received a 1098-E on 3/20/2024. Then on 8/16/2024, I was notified by ****** that my loans were transferred to MOHELA, which was fine with me, but fast-forward to end of 2024, and I began to wonder when they'd contact me to recertify. I waited, but heard nothing. Then on 1/28/2025, I reached out via email to see if they had record of a 1098-E for me, but received no response. I followed-up on 2/24/2025, but received no response. I then reached out through their website contact form, but unfortunately have no record of that exact date or time, and desperate to get an answer, I sent another email on 2/27/2025, with no response. I eventually took it upon myself to access MOHELA and obtain what was needed, attempt to recertify, and found unnerving information on my account, which seemed suspicious.I am paying a monthly fee for a service but am not receiving anything in return now. At this point, I'd like either services rendered for my payment, but if that cannot be done, I'd like to cancel my subscription to their services with no penalty, as well as a refund for the month of September 2024-March 2025, since I have not heard anything since August, even after numerous attempts to make contact with them.

  Business Response

  Date: 03/10/2025

  Hi ****,
  I appreciate you reaching out and apologize for the delay in getting back to you. The discrepancy with your **** employment has been resolved, but we still need updated recertification information, as your monthly payment amount expires on May 24, 2025. Keep an eye out for an email from our processing team requesting the necessary details.
  Additionally, wed like to get an updated PSLF payment count, so youll receive a separate email from our processing team regarding that as well.
  To better assist you moving forward, Ive assigned you a dedicated account manager, ****** ******. You can reach her directly at ********************************* or by phone at **********************.
  If you need immediate assistance, were also available via text at ************** or by phone at ************. Let me know if you have any questions in the meantime!
  
  Thank you,

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

  President

  Student Debt USA

  Customer Answer

  Date: 03/10/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** ******* **

• Initial Complaint

  Date:01/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reconsolidated my Student Loan with Student Debt USA in 2018. My Student Loan was entirely Forgiven in 2023 under ********* Bidens Student Loan Forgiveness Act. On January 8, 2025 Student Debt USA contacted me with an urgent email to set up my repayment plan. Predatory practice. I suspect this company is doing this to others and I am willing to participate in a class action suit if there is one pending.

  Business Response

  Date: 01/11/2025

  Your account was mistakenly marked as active, which caused a standard reminder email about student loan recertification to be sent. I updated your account, so you will no longer receive emails from us. 
  For more than 10 years, Student Debt USA has upheld a strong reputation with no history of predatory practices. Congrats on receiving forgiveness. 
  Thank you,

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

  President 

  Student Debt USA

  
  

• Initial Complaint

  Date:11/12/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I joined Student Debt in 2014 and they promised to manage my paperwork for loan forgiveness through the Teacher Loan Forgiveness program, with payments based on income. For years, I submitted forms as required and ended up making 190 payments70 more than the 120 requiredbut my loans remain unpaid. No one answers phone calls, and emails go unanswered. Despite paying $35 monthly for over 10 years, I still have all my loans and nothing to show for it.

  Business Response

  Date: 11/17/2024

  Thank you for reaching out, and Im sorry to hear about your frustration.
  To qualify for loan forgiveness under the ************** Loan Forgiveness (PSLF) program, you need to make 120 qualifying payments while working full-time for a qualifying employer. Based on our records, your employment history includes full-time service at ******** ISD from August 18, 2014, to May 25, 2019, and at ************************* starting in February 2022. Please confirm if you are still employed at ************************* or provide any updates on your employment history, as this will help us verify your qualifying payments.
  Its important to distinguish between qualifying payments (those made while working for a qualifying employer) and eligible payments (which require verification of employment). Without verified employment, payments may not count toward the 120 required for forgiveness. This is why its crucial that we have up-to-date employment certification.
  Weve been unable to access your FSA account because the password was changed without notifying us. Weve reached out via email for an update, but we have not received a response. If you could please text your current FSA password to ************, we can immediately check the status of your PSLF progress and make any necessary updates.
  You signed up with us on August 10, 2016, and we have consistently provided the services promised. Your monthly maintenance fee was paused in February 2024. We remain committed to helping you obtain loan forgiveness, and at this stage, its simply a matter of confirming your employment dates and submitting the correct forms.
  I appreciate your cooperation and will follow up with you tomorrow to make sure this gets resolved. 
  

  Thank you,

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

  Student Debt USA

• Initial Complaint

  Date:09/22/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have student loans that were put under an income-driven repayment plan. Student Debt USA is a company that I found to help with the servicing side of paying for income-based payments. The website is ***********************************. They have been taking income-based payments since 2015 or 2016 and were supposed to be posting to my student loans each month and after 10 years of income-based payments, the loans would be forgiven. After contacting ******, which is where my student loans are, I was informed that there had not been any type of payments made on my account and just had been put in forbearance the entire time. This company has been extremely difficult to get a hold of through calling so I immediately sent an email demanding to cancel service with this company and to request all money that I've paid through the years to be returned to me. They are still charging me $35 a month on the 11th of each month even after I sent an email to multiple contacts with this agency trying to stop service. They were at one time accredited with the BBB but seem to have lost their accreditation through what seemed to be fraudulent business practices with others as well. I have tried to reach out multiple times but am getting nowhere. One of the emails I did receive from them was sent between two of the people who work there and it looks like they CC'd me by mistake saying that it's part of a contract that I signed and I don't ever remember signing a contract. I replied asking for a copy of this contract I signed and haven't heard back. That was back in June. I'm at a loss on what to do and how to remedy this situation because I was misled due to what I thought was an honest company to help people and I feel like I've lost not only money but the time I've invested with them on trying to pay off my student loans.

  Business Response

  Date: 09/24/2024

  Hi *****,
  
  Prior to the charge on September 11, 2024, the most recent fee we collected from you was on March 11, 2024. We have noticed, however, that you had emailed us in June requesting a cancellation of our services. At that time, your account should have been closed, but was not. We sincerely apologize for this oversight and want to work with you to ensure your student loans stay on the right track. We have just issued a refund of $35 to your account ending in 3928. Please allow 3-5 business days for this to process. We can confirm that your account with ******************** is now closed, and you will no longer be charged for our services going forward. If you have any specific questions about your account, please feel free to reach out to us at *********************.

  Thank you,

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

  Student Debt USA

  
  

  Customer Answer

  Date: 09/26/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  I appreciate that there is a response finally after having to reach out to the BBB for help with resolution. After reaching out to my student loan servicer, ****** then explained that there has been no sign of any payments made towards my student loans in over 8 years of being with your company. I would like a full refund of all the payments taken from my account from the time I've started due to your company not fulfilling your end of the contract that you claim that I signed (and never received despite my request). I've paid all these years faithfully each time you've drafted my account and the funds were never applied to my student loans.

  
  Regards,

  *****

   

   

  Business Response

  Date: 10/21/2024

  Hi *****,

  You canceled your account with Student Debt USA in June 2024, but your last payment was in March, leaving a past-due balance. However, we canceled that balance and refunded you for the September 11 charge (please see attached confirmation). We sincerely apologize for any confusion and frustration youve experienced but we are unable to provide any additional refunds.
  
  It's important to note that while deferments or forbearances can be granted under certain conditions, they differ from payments made under an income driven plan. Your student loan payments are recalculated annually based on your household income and family size. Even during months when your required payment was $0, those payments still counted as qualifying payments toward loan forgiveness. Please let us know if youd like us to reach out to your loan servicer to clear this up.
  
  Thank you,

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

  Student Debt USA

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

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

  Customer Answer

  Date: 10/22/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  Good morning, ******! 

  After several attempts to reach out to Student Debt USA for several months in 2023 and 2024 (several phone calls, emails, texts, etc), I've been unsuccessful and have had to resort to complaining to the BBB to get any sort of response from you all. After eight years of paying income-based payments to Student Debt USA, there has been ZERO payments made to them, ****** (my student loan provider), from Student Debt USA, despite my payments being on time for EIGHT YEARS. I've since been in contact with ****** several times in the last year or so, and they've got records of Student Debt USA making ZERO payments in EIGHT YEARS. My apologies for your confusion on this matter, but we've done our part for eight years and made payments, with ZERO effort from Student Debt USA besides them drafting my bank account and taking my money. The months that were drafted should have had payments applied towards ******, my student loans provider, but there were none. I've got several records from ****** proving this and several documents proving of my multiple attempts to resolve this matter with Student Debt USA (through phone calls, emails, and texts), and I've been met (when they rarely respond) with copy and pasted answers that aren't even answering my question. I'm disappointed that after all these years, eight years total, and after all this money I've spent with you all at Student Debt USA, that I've got NOTHING to show for it. Now I've got to start from ground zero making income-based payments through ******, when if Student Debt USA would've held up their end of the bargain, I would've had student loan forgiveness within another year or two. In addition to this, I've asked several times for my "contract" that I supposedly signed eight years ago, and I've been met with unresponsiveness and circling around my request from Student Debt USA. 

  Regards,

  *****

   

   

• Initial Complaint

  Date:06/27/2024

  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.

  I entered into an agreement with Student Debt USA in 2019, from there I paid 35 dollars for a maintenance fee up until Feb, 2024. I cannot get a hold of them and they will not answer texts, calls or emails. I have been trying to contact them for over a year. Their original contract was sent to a previous email.

  Business Response

  Date: 06/28/2024

  Hi ******,

  Thank you for taking the time to speak with me today. I am going to be looking into what happened on our end and I look forward to working with you to get you a refund that is fair for everyone (Phone call set for Saturday morning Jun29, 2024). 

  Best,

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

  Student Debt USA 

  ************ 

• Initial Complaint

  Date:06/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to contact Student Loan Debt USA unsuccessfully for months and months now. When I first started doing business with them, they were prompt with responses. Now they do not respond by any form of communication. At this time, I really want to cut ties with them as I feel they are not doing what I paid them to do. I initially paid $800 for the service of managing my student loans and then $35.00 each month after. For the last six months, the company has not deducted the monthly fee. I should be at the point where my loans should be forgiven. However, I cannot get any information from them due to their failure to respond. I can't even find out if they filed bankruptcy or something since they have not collected their monthly fee for at least six months. These are extremely poor business practices. I am very unhappy and stressed due to these issues with Student Debt USA. I feel like they are taking advantage of clients who have the burden of student loan debt. I need to know what is going on. I'm a single mom of 4 and a teacher. It is unethical to treat anyone, especially someone in my situation, like this for the sole purpose of gaining a profit with minimal to no work put in.

  Business Response

  Date: 06/13/2024

  Hi *******,
  We have been actively working on your account and have been trying to reach you. ************************* sent emails to ***************** on April 26, June 5, and June 13, 2024, requesting employment verification as soon as possible (please see attached).

  We updated our payment processing system and waived the monthly maintenance fees from February 27, 2024, to May 24, 2024, for all our clients. I also sent you an email on April 26, 2024, informing you about waiving the fees (see attached screenshot).

  Email Activity:
  Email sent: 06/13/2024 2:39 pm - *************************
  To: *****************
  Subject: Employment Verification Needed ASAP!
  Email opened: 06/13/2024 2:42 pm
  Email sent: 06/05/2024 10:05 pm - *************************
  To: *****************
  Subject: Employment Verification Needed ASAP!
  Email opened: 06/05/2024 10:09 pm
  Email sent: 04/26/2024 3:54 pm - *************************
  To: *****************
  Subject: Employment Verification Needed ASAP!
  Email opened: 04/26/2024 3:58 pm
  Did you call **************? We do not have any missed calls or voicemails from the phone numbers listed on your account. The most recent email we received from you was in April of this year. This is the contact info we have on file for you:
  Email: *****************
  Home Phone: ************
  Work Phone: ************
  We regularly check the following emails: *********************************** ************************************** ********************************** and *******************************. 

  Your monthly maintenance fee of $35.00 is due on 06/15/2024. Please call me directly on my cell at ************ if you have any questions. 

  *******************************
  Managing Director
  Student Debt USA
  ************

   

• Initial Complaint

  Date:04/02/2024

  Type:Product 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 started with Student Debt USA in 2018 and they were very helpful. I was able to contact representatives fairly easily and received prompt responses. However, in the last couple of years, the service has become poor and it is impossible to contact anyone. No one responds to any type of communication. I reached out in 2021 to apply for PSLF because I have been teaching in public schools for 18 years now and still owe on my master's degree. I did reach someone at first, but then never heard back from anyone. I submitted the application and needed documents and have tried to contact the company multiple times. Recently, I received a letter from ****** stating that my "Forbearance" application had been approved. I know nothing about the application and still can't get ahold of anyone to talk to about my account. Finally, a representative called and left a voicemail for me to call back. He stated that he is my account manager and to call back to make a "call appointment". I called back to speak to someone and the Student Debt USA phone number is no longer a working number. I called back the other number listed on my voicemail. A recorded message came on that states to leave a voicemail due to "high demand" but then hangs up. At this point, I want the money back I have invested into this company handling my student loans. I plan to take care of it myself and hopefully get my student loans paid off before I retire.

  Customer Answer

  Date: 04/13/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 04/27/2024

  Hello ********,
  
  I'm truly sorry to hear that our service hasn't been what you hoped for recently, especially after such a positive beginning. I want to reassure you that we're on top of it and committed to sorting out any issues as quickly as we can. The mix-up with your administrative forbearance was due to a small error in calculating your monthly payment by your loan servicer. This type of forbearance means no extra costs or interest for you, and you're still accumulating those important months towards PSLF forgiveness. It was a precautionary measure to account for the error. 

  I sent you an email to kick-start the process of submitting a new form. Additionally, I'm eager to dive deeper into your experiences, especially regarding the voicemail issue you mentionedI'm unclear about the specifics and whom you've been in contact with. Please remember, our team is accessible via two phone numbers, ************ and ************, or you can reach out to us at ************************************* for email correspondence. Could you also verify your contact number for me? I attempted to reach you at the number registered on your account, ************** (3/28/24), but haven't received a response yet. I'm looking forward to our conversation! Thank you!

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

  Managing Director

  Student Debt USA

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

• Initial Complaint

  Date:03/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted Student Debt USA several times since last April. My loans were thankfully forgiven, and they were great in helping. Once 2023 rolled around, they are a different and unethical company. Now, I have had 11 payments of $35.00 come out of my account to pay them even though they are no longer servicing my loans since last Spring due to the forgiveness.I am requesting a refund for the $385, and to stop taking the $35 fee each month from my account. If I request a stop payment monthly, I have to pay $30 per time, and I believe that they know this, and are taking advantage of the fact that it cost about the same as them just receiving their money. I contacted my Representative, and she suggested that I contact the Better Business Bureau to give another chance at making things right, as you were good for years in helping me manage these loans.Please reply; thank you in advance!*****

  Business Response

  Date: 03/19/2024

  Dear *****,
  
  We are pleased to hear that your student loans were successfully forgiven with our assistance. However, it is with sincere regret that we learn of the difficulties you have faced concerning the unauthorized payments. Please accept our apologies for any inconvenience this has caused you.
  
  Upon review, we have found that your account was indeed incorrectly charged. We have taken immediate action to rectify this error. Your account has been updated to reflect the termination of our services, and as such, no further charges will be incurred.
  
  Furthermore, we have processed a refund for the total amount of $385.00. Please allow for standard processing time for the funds to be credited back to you.
  
  We appreciate your patience and understanding in this matter. Should you require any further assistance or have additional concerns, please do not hesitate to reach out to our customer service team.
  
  Warm regards,
  
  *************************
  Customer Relations
  ********************

• Initial Complaint

  Date:02/27/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am complaining because I have tried for months to cancel services with this company. Emails are not responded to and phone calls not returned. I have paid $245 in ridiculous fees since I requested to cancel services and they keep getting pulled out of my account. $35 a month, sometimes twice, when I have requested for them to stop.

  Customer Answer

  Date: 03/09/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 03/19/2024

  Hi *****,

  We truly regret the inconvenience and frustration you've experienced while trying to cancel our services. We noticed your complaint mentioned charges of $245 since the cancellation but you requested a total refund of $420. To make things right, we've decided to go a step further and have processed a refund of $420 to your bank account. This is our way of acknowledging the oversight and ensuring you're compensated fairly for the trouble. If there's anything more we can do to assist you, please don't hesitate to reach out. We're genuinely sorry for any distress this situation has caused you and are committed to resolving it to your satisfaction.
  
  Thank you for your understanding and patience.

  
  

  Customer Answer

  Date: 03/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:02/06/2024

  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.

  My student loans were being paid back via "loan forgiveness" ie., lower payment plan and paying Student Debt USA a monthly fee. After covid, they have had minimal contact with me and changed the terms of the contract. I have reached out countless times with minimal and sporatic contact and no answers provided.

  Customer Answer

  Date: 02/17/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 03/26/2024

  Hi ********,

  Firstly, I want to extend my sincerest apologies for the frustration and inconvenience you've experienced recently with our lack of communication. At Student Debt USA, we strive to maintain the highest standards of service and support for all our clients, especially in navigating the complexities of student loan management.
  
  I understand that our communication gaps have caused significant concern regarding your account. It's clear we fell short in providing the level of service you expected and deserved during these challenging times, and for that, I am truly sorry.
  
  We're taking immediate steps to improve our communication channels and response times. Your experience has highlighted areas for improvement, and we're dedicated to ensuring this doesn't happen again.
  
  Please let me know a convenient time for you to discuss this further or if there's anything specific you'd like us to address immediately. Your satisfaction is our top priority, and we're here to support you every step of the way.
  

  Thank you,

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

  Student Debt USA