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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/12/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I have contacted this company multiple times to discuss my account with them. I was contacted due to being locked out of an account that this business was supposed to file papers on my behalf. I have called repeatedly, left messages, emailed, and sent social media messages for someone to contact me since October. The services promised were not delivered, and I had to seek outside assistance. I continue to call and leave messages, but I have not had anyone return my communication.Customer response
01/22/2024
I have not heard from the business in response to my complaint.
Business response
05/29/2024
Dear ******,
First and foremost, I apologize for the trouble youve faced while working with us. I understand your frustration and want to get things back on track.
Since you joined us in 2018, youve been paying $35 per month for us to manage your loans in relation to your PSLF enrollment. To ensure we provide the best service, I need your login information to review your account.Assuming you send me your Mohela login information + FAFSA login info (security questions need to be updated with us), Heres what I will do:
Verify Employment: Ensure all months you worked in public service are counted.
Review Payment Plan: Confirm your plan is set up correctly and is the best fit for your income, family size, and other factors.
Check Payments: Ensure payments are being drafted correctly from your account.
Identify Other Loans: Find any other loans and provide guidance.
Contact Loan Servicer: Make sure everything is set up to your satisfaction and fix any issues promptly.
Its important we have your updated login information. From 2020 to 2024, we have been locked out of your servicers account several times. I understand this is likely an oversight, but there isnt much we can do without it.
Please let me know if you would like my help. If so, send your login information at your earliest convenience.
Additionally, if you believe any refunds are due, please let me know so we can review and address them promptly.
Thank you for your patience and for giving us the opportunity to make things right.
Best regards,
**********************************
Managing Director
Student Debt USA
************My cell phone number is **********
Customer response
05/29/2024
[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
01/10/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
A phone call was attempted early September of 2023 to request information to request information on cancelling services. There was no answer, nor any return contact from the message I left.An email was sent 10/2/23 requesting cancellation of services. I received no response.I sent a text message regarding cancellation of services to a number I had previously communicated with in 2021 *************) on 11/13/23. I received no response.I mailed a signed, written letter on 12/11/23 requesting cancellation of services that included my contact info but have again not received a response.My account is being charged $35 per month and I no longer require their services. I would like to cancel this properly but they have been non communicative and there information on their website regarding cancellation process or other communication methods I have not tried.Business response
05/15/2024
Dear ****************,
We sincerely apologize for the frustration youve experienced while trying to cancel your services. We understand how distressing this situation has been and deeply regret deviating from the level of support our clients depend on us for. We have expanded our team, improved our payment processing system, and are committed to providing the high level of service our clients have relied on for over 10 years.
Your services have now been cancelled (attachment email), and no further charges will be applied. We just issued a refund for the monthly fees charged since your initial cancellation request in September 2023. Please allow 4-7 business days for the refund to process (attachment refund).
In light of the payment processing upgrades implemented, we decided to give all of our members two months free (we did not charge any of our clients for March 2024 & April 2024).
For any future concerns, you can reach us at:
Phone: ************ + ************
Text: ************
Fax: ************
Email: **********************************
Best regards,
***********************
Managing Director
Student Debt USA
************Customer response
05/16/2024
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
01/03/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I recently closed my account with this company due to lack of communication, and the fact that their BBB accreditation was revoked. Their website still claims to be a BBB accredited business, and in November, I contacted the owner of the company to complain about this as false advertising. He acknowledged wrongdoing and said he'd take accreditation off of their website. It is now January ****, and they are still advertising as a BBB accredited institution, using this to draw in more clients.Customer response
01/14/2024
I have not heard from the business in response to my complaint.Business response
05/19/2024
Do you remember who you spoke to at Student Debt USA? We removed all mentions of BBB accreditation from our website on April 5 2024 (attached).
To make up for any inconvenience, wed like to offer our services to help with your loans for free until January 1, 2025. Please reach out if you have any questions or need assistance.
Best regards,
**********************************
Managing Director, Student Debt USA************
Initial Complaint
12/31/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I have tried to contact them on multiple occasions and never received a response. I have been paying them monthly towards my student loan for years. When I signed into my Nelnet account, it states no payments have been made to them. Where did all the money I paid this company to pay my loans go?Business response
01/02/2024
I apologize for the late response. Nelnet is different from Mohela...which is the main student loan service now. I will fix it by tomorrow.Customer response
02/13/2024
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.
They stated they applied my funds to another account and will move, which they have failed to do so. I asked them for a print out of where my payments were applied and was ignored every time I asked
Business response
06/03/2024
I'm sorry to hear about your experience. Do you remember the name of the person you spoke with at Nelnet? Loan servicers are contracted by the ********** of ********* to assist borrowers with these types of questions. The representative may have left out some important details, but your current income-based repayment plan means that your monthly payments are primarily based on your income and family size, not just the amount you owe. However, the loan balance still plays a role in the overall repayment strategy, especially regarding interest accumulation and total repayment over time.
If you are working in public service, you can qualify for loan forgiveness after making 10 years of on-time payments while working full-time for a qualifying employer. For those not in public service, loan forgiveness is available after 25 years of making income-based payments.
****** will ensure that your payments are set up correctly moving forward and will confirm with you once that has been completed. It's important to address these issues now because of the on-ramp period, a transitional phase allowing borrowers to get back on track with their payments without penalties. Ensuring everything is correct now will help avoid any future complications once this period ends in September.
Please feel free to reach out if you have any questions about this process. I want to ensure that you have a clear understanding of all the details involved. We can schedule a phone call to go over everything and ensure clarity. Additionally, I would like to discuss the fees associated with the work we will be doing for you. I am available to talk at your convenience.Initial Complaint
12/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been with this company since before covid. I have made a $35 payment to them each month throughout covid. I have had no contact with them in over a year. I have attempted to call, leave voicemails, emails, and text with no response for over a month now. I would just like confirmation from someone at the company that my account will be closed. I have asked my bank to stop payment.Initial Complaint
12/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was with Student Debt USA from 2014 or 2015. It started out well, the lines of communication were open with the reps and even upper management. My wife and I signed up with them and they helped us tremendously at that time. So from about 2014 or 2015 to about 2020. The lines of communication got really bad because you could not talk to anyone, just text or email. So my wife and I student loans were forgiven! Mine was forgiven around 6/23 or 7/23. *** at Student Debt USA even congratulated me. Since then they have been continuing to take $35 a month! I need to get reimbursed immediately, this is ridiculous. Again the company helped me and my wife and I need to be reimbursed and my bank info deleted immediately.Business response
12/01/2023
I'm sorry. I'm still looking for the email from Lonnica ******************************* about cancellation. I just want to make sure she personally sent a request to cancel.Initial Complaint
11/21/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have been attempting to contact studentdebt *** for over a month now. This includes at least four emails and three text messages to their contact information. I received no response. Furthermore, I found that my account payment was not set up correctly, leading to a default in payment when student loan payments resumed this year. This is unacceptable. In addition, I have requested a copy of my original executed contract and instructions on how to immediately terminate my relationship and my account management with studentdebt USA. I do not wish to have a relationship with studentdebt *** any longer. But yet I am unable to reach anybody to discuss the closure of my account and relationship with studentdebt ***.Business response
11/22/2023
I'm very sorry that we didn't contact you. Things have been a lot crazier at work with payments starting again. things are starting to slow down again, so we will be back to contacting everyone either on the same day or the following. I will have your account closed and let you know as soon as it is done. Once again, I'm sorry for the trouble! ****Customer response
11/28/2023
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.
Since receiving this response, I have yet to hear from this organization. I have not received confirmation that my account have been closed, and I am not even sure what the next steps would be after account closure. How do I know that my credentials are not going to be saved by this organization once they close my account? What are the next steps after account closure? Also. I need records of my original contract and a summary of the number of payments that have been completed. Since opening an agreement with this organization, and the number of remaining payments needed to close out my student loan responsibility. I need this company to contact me directly otherwise I am not going to close this complaint.
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
11/30/2023
I will absolutely contact you. I can't answer most of your questions on a response that *** be made public. I will email you to set up a time to talk over the phone.Initial Complaint
10/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company has been super helpful at monitoring my student loan account for 7 years with no issue. Once payments began again after the pandemic, they have not responded to any emails or phone calls regarding my account. They reset my security questions so now I have to call and get them reset by my loan servicer. They take out a revolving $15 from my checking account every month for their services, but haven't done anything for my accounts since our last communication in October of 2022. Now I have to go to my bank to stop the monthly payments. I have called all numbers available multiple times, emailed and texted in the last month and haven't received any response.Business response
11/27/2023
I apologize for the delayed response. We have continued to work on your account. We don't email people unless there is a problem. I don't know why we missed your previous attempts to contact us and I will certainly look into it. Everything is calming down now that payments have started again, and we will be able to return to answering emails within a day. Once again, I'm so sorry.
Initial Complaint
10/12/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been trying to get in contact with someone from student debt for months to cancel my account with no response. Ive emailed done the text tried to find numbers but no one responds back. They did contact me though wanting my moehla account password. When I replied to that email still no response. I have been losing $35 a month because they wont contact me back!Business response
10/13/2023
Everything over the last 2 -3 months has been crazy with the payments beginning again. We will certainly provide a refund. I'm sorry for the delay. If you need to reach us again, you can email *************************. I've starting using this account more and more because we have been overwhelmed with everything going on. I'm sorry.Initial Complaint
09/25/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I started using this company in the spring of 2017 and they were great until the end of 2022. I am on the ************** Loan Forgiveness program, which needs to be recertified every year. I recently found out through my loan provider that this hasn't been done since the government started deferring the loans. I have been paying Student Debt USA $35 each month while nothing has been done regarding my account. I am now having to do all the paperwork myself, which I am capable of doing, however, I didn't think I would have to since I was paying a company to do it. I also found out I have actually overpaid my student loans on the 10 year plan because Student Debt USA did not give me all the information I needed to apply for all the years I have been teaching. I have tried reaching out to this company via email and phone, but nobody ever answers or responds.Business response
10/23/2023
I apologize that we haven't provided a response as fast as we could have. We are trying to contact every member and, at the same time, contact ******, about every problem that our members have We are going as fast as we can, and we have started using a new email address in order to respond to questions faster. You can reach us at *************************.
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