ComplaintsforStudent Debt USA, LLC

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  06/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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 response

  04/13/2024

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

  

  Business response

  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

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  02/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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 response

  03/09/2024

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

  

  Business response

  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 response

  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

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 response

  02/17/2024

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

  

  Business response

  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

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I started with Student Debt USA, they were amazing. Super helpful and easy to get ahold of with questions. In the last few years, the service has fallen off and it is impossible to have any contact with them. I can't get an answer to emails, phone calls, text messages, etc. *********** always said to notify them if you were going back to school. I reached out in the middle of 2022 when I considered going back to school to see how it would affect my loans. I could never get ahold of anyone. I ended up starting back at school in Jan of 2024, and completed the research of how that will affect my **** myself. I have completed the forms from my job to continue the **** program myself. I have now tried to contact the company several times about cancelling my automatic payments, and still can't get a reply. I am in the process of using my bank to stop these payments, since they have not done anything or responded to me in at least a year now.

  Customer response

  02/11/2024

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

  

  Business response

  05/30/2024

  Congratulations on getting into school! Thats fantastic news.
  Its troubling that you didnt hear from us about your recertification due on January 9th. We should have reached out but didnt. Were fixing our system to ensure this doesnt happen again.
  Weve always maintained an A+ BBB rating, so its concerning to see a decline in our service. I am really sorry this happened. Please know that I am doing everything I can to make sure this doesn't happen again. You signed up for a service and we did not deliver as promised.
  Heres what I am going to do:
  Cancel Automatic Payments: Your automatic payments are canceled effective immediately. You wont be charged any further fees. We also stopped all charges for all clients from February 27, 2024, to May 24, 2024, to improve our services.
  Assigning a Case Manager: ****** is now your case manager. She will be your main point of contact. All emails and calls will go to ******. If you or ***** have any questions, you can reach me directly at ************.
  Review of Payments and Services: We reviewed your account to ensure everything is correct. This includes checking if your payments are set up properly and if youre paying the right amount. Sometimes loan servicers make mistakes in recalculating payments. We want to ensure youre on the best repayment plan.
  Contact Information Update: To prevent future communication issues, please provide your preferred contact method and any updated details. This will help us reach you promptly. Not having critical login information can slow things down.
  Next Steps:
  We will contact you within 48 hours to discuss your refund and any other issues.
  If you dont hear from us within this timeframe, please call me directly at ************.
  Again, I apologize for the inconvenience and the breakdown in our service. Your feedback is invaluable, and we are committed to regaining your trust.
  Thank you for your patience and understanding.
  Best regards,
  **********************************
  Managing Director
  Student Debt USA
  ************
  Direct Phone: ************
  Direct Email: **********************************

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Requesting refund of $840 ($35x24months)I have been using and paying Student Debt USA since 2017. Starting in 2022, this business has not been the same. I have been trying to get in contact with this company for the last 24 months. I have reached out via phone, text, fax, and email and NO response. I have been trying to cancel my service for the last few years because I was not satisfied with the communication level of my account. I have had NO RESPONSE from this company regarding my cancellation request. Please help me cancel my service and get a refund.

  Customer response

  02/08/2024

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

  

  Business response

  05/29/2024

  Hi ******,
  I'm sorry to hear about your recent troubles and understand your frustration. If we owe you any refunds, I want to process them immediately. Could you please confirm the name you prefer to go byAmanda ******** or *************************? Also, can you update me on the status of your loans? Are your payments set up to be drafted from your bank account? When was your last repayment plan recalculated? Have you received any letters from ****** recently? Are you receiving emails from us because we have been locked out of your account.

  To assist you, I need access to your loan servicers account, including your FAFSA username and password. Please note my cell phone number: ************. Feel free to call or text me outside of regular business hours (9-5 mon-fri.)
  
  To provide the best service, I need your updated login information. Heres what I will do once you send it to me:
  Verify your employment months in public service.
  Ensure your payment plan is set up correctly.
  Confirm payments are drafted correctly.
  Identify any additional loans.
  Address any issues with your loan servicer.
  Please call us at ************ or email *********************************** If needed, you can reach me on my cell at ************.
  
  Talk to you soon.
  
  **********************************
  Managing Director
  Student Debt USA
  ************
  Cell: ************

  Customer response

  05/29/2024

  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. 

  My name is *****************************. Please refund my account as requested. I no longer want to use your services to manage my student loans therefore I am not giving you additional information about such loans. Please refund my money because I requested to cancel my accounts months ago.]
  
  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
  
  Regards,

  ******

   

   

  

  Business response

  06/06/2024

  Hi ******,

  I am really sorry about the inconvenience and lack of communication youve experienced. Your account has been canceled as requested.
  We will process a refund of $840 to the bank account used for payments. You should see this reflected within the next 7-10 business days.
  If you need any help with your loans, please let us know. Since your login information has changed, we haven't been able to access your account. I will provide our services to you for free until your loans are forgiven.
  Thank you for your patience, and Im sorry for any frustration this has caused. If you have any further questions, please contact me directly at ************ or **********************************.

  Best regards,

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

   

  Customer response

  06/18/2024

  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. 

  As of June 18, 2024, I still have NOT received the refund that the company said they would be sending on May 6, 2024 to resolve this matter. This company is taking advantage of me. They can also send the refund via check to my home address: ******************************************
  
  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
  
  Regards,

  ******

   

   

  

  Business response

  07/31/2024

  Hi ******,

  We issued the refund on July 3, 2024. Please refer to the email you sent me confirming receipt (see attachments). Please let me know if you have any questions or concerns.

  Thank you,

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

  Student Debt USA

  ************ 

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are charging $35 a month for their services and have not provided any services to me since 2020. I have tried to get in contact with someone at the company numerous times and no one responds. I want to cancel their services!

  

  Business response

  05/29/2024

  Hi ********,

  I have access to your Mohela account. However I can't get into your FAFSA account. Do you mind emailing this to me? Please refer to attached. I need to monitor the transition to the new platform. 

  Do you have our ***** phone number? If you have trouble getting in touch with me, please call my cell **********.  Thanks!

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

  My cell is **********/

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After mishandling my account this past year and claiming that I "fell through the cracks" when it came to restarting my loan payments on time something two of my friends were also told by this company over the same time periodI reached out to cancel their service. I have not heard back after three phone calls and an email. I have been charged this month despite requesting to cancel and am still waiting for a refund from a double charge in August of 2022 that I was promised on multiple occasions over the last year and a half that I would receive and I still have not. The person who runs this account is impossible to get ahold of and never gets back to me or my two friends who also use this service. DO NOT USE THIS SERVICE. It is a waste of time, money, and patience. You can file the paperwork easier yourself and save the $35/month.

  

  Business response

  05/17/2024

  Dear ****,

  I have been trying to get in touch with you for over a month. We scheduled an appointment for this morning, but you were unavailable. This is the second missed appointment despite our arrangements. While I understand that unexpected events happen, it has been challenging to reach you by phone.

  On April 15, 2024, at 1:01 PM EST, we issued a $105.00 refund to you. I have attached a screenshot of the batch of refunds processed that day for your reference.

  You are requesting a refund for 29 months of payments (over $1,000), claiming no work was done on your behalf. I offered to resubmit the forms you mentioned, but you declined.

  You have indicated that youll be filing a 30-day demand through the ***************************** and an affidavit through your bank. However, we have conducted an extensive review of your file and have concluded that there will be no additional refund issued. We have corrected the issue from a double charge in 2022 and also corrected the issue of being charged one month after canceling. We even provided an extra $35 refund to account for fees you had to pay your bank.

  Im not sure what else to do because you continue to write negative reviews and complaints despite repeated attempts to resolve the issue. At this point, if you arent willing to speak with me, I dont know what else can be done.
  
  Sincerely,

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

  Managing Director

  Student Debt USA

  Customer response

  05/20/2024

  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. 

  Hi ***,

  You only "attempted" to reach out to call me one time, though my phone never rang and I have no evidence of the voicemail you claim to have left. Though you state that you have issued a refund for the double charge on my account from nearly two years agothat I repeatedly asked for for 18 monthsI have not been refunded. I instructed you that the refund would have to be in the form of a check because after I ended my contract with you, you continued to charge me and not respond to my many attempts to contact you (phone, text, email), so I needed to place a block against all transactions with your company through my bank. 

  I paid your organization $35 every month to certify my account. Upon terminating my business with you, there were 29 months that you did not complete the service for which I paid. Therefore, I would like a refund for the money I paid you to complete the service that you didn't do for those 29 months. Offering to complete it after the fact is not a solution, especially when I already completed it myself due to your inaction and lack of communication. 

  I included a PDF of our email exchanges that document your one "attempt" to call me and my many requests to resolve all of this. 

  
  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
  
  Regards,

  *******

   

   

  

  Business response

  05/28/2024

  Update Tuesday, May 28, 2024:
  ***************** is not budging. He wants 29 months' worth of service fees he paid us refunded to him via a paper check. I have authorized the return of 6 months' worth of service fees he paid us. This is in addition to the refunds already discussed. I will also provide our services free of charge until his loans are forgiven. According to my records, January 2025 is his estimated eligibility date to have all his federal loans forgiven under the ************** Loan Forgiveness program.
  My stance is firm.
  Best regards,
  **********************************
  Managing Director
  Student Debt USA
  ************

  Customer response

  06/04/2024

  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. 

  After three phone calls and several email exchanges, *** has still not provided the partial refund he promised. He has claimed that the company has never had to issue a physical check for a refund before, though he keeps insisting that I will receive it, yet I still have not. Previously, *** claimed that he also would be providing a bonus month of a refund, but that was untrue. I was charged two months after I canceled services before my bank put a stop on the charges and he insinuated that one of these charges would be a generous gift, which it is not. I have reviewed the terms and conditions of the contract and have found StudentDebtUSA liable for negligence with communication and execution filing my paperwork with the federal agency to have my loans forgiven. I am also firm in my response that I will pursue legal action if I am not refunded for the months that I paid them to complete the service when they did nothing. When I have held my ground, *** has used guilt tactics claiming that the total refund I requested would be "a huge burden for their company." When I signed up with this company, I expected the services I paid for to be completed. Since they were not, I simply want my money back. It is not my fault that they mismanaged their accounts and I will not be guilted into waiving this refund. 

  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
  
  Regards,

  *******

   

   

  

  Business response

  06/10/2024

  Hi ****,
  You requested a refund for 29 months worth of service fees, feeling that no work was done on your account during that time. This is simply untrue. We acknowledge that we could have followed up to ensure the form was properly processed. As a result, we feel it is the right thing to do to issue you a more substantial refund.
  
  If you recall, on April 9, 2024, we issued a refund of $105.00, but it was not processed due to the closed account. We will now send this refund via *****. Since this isnt Student Debt USAs typical policy, we want to thank you for your patience while we get it set up. As I mentioned via text message, you can expect to see this refund sometime this week. I would prefer to get it done immediately so we can move forward.
  
  I have authorized the return of 6 months worth of service fees ($35 per month), totaling $210. Therefore, the total amount being refunded to you is $315 ($105 + $210). Once the refund has been issued via Venmo, I will provide you with confirmation via email as well as on the BBB.
  
  We will also provide our services free of charge until your loans are forgiven. I want to reassure you that you are still on track for forgiveness under the ************** Loan Forgiveness program, estimated to be in January 2025.
  
  Best regards,
  ********************************
  Managing Director
  Student Debt USA

  Customer response

  06/18/2024

  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. 

  After MONTHS of back and forth communication, *** finally authorized a Zelle payment in June of 2024 to cover the double charge of my account in August of 2022 and the two months of charges after I requested to cancel my account and they failed to respond. They also reimbursed me for 6 months of payments as they neglected to certify 29 months of payments with ******. I will be pursuing the remaining 23 months of payments through legal action as they have refused to hold themselves accountable for their inaction. 
  
  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
  
  Regards,

  *******

   

   

*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. ↩