ComplaintsforFiducius

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Failure to respond for request for tech support. No resolution.

  

  Business response

  03/26/2024

  *** ******** contacted Fiducius on 3/18, stating a problem with uploading the required documents. A representative responded on 3/19, asking for clarification on what was occurring, and provided detailed directions on obtaining the information needed. On 3/21, Fiducius received another email from *** ******** stating that there was still a problem with obtaining the required information; within a couple of hours, Fiducius responded, asking for a screenshot of the error that was occurring to help further. When Fiducius didn’t receive a response after a couple of hours, a representative attempted to call; however, had to leave a voicemail. A representative also emailed to schedule an appointment with *** ******** to assist with needed information over the phone. We received this complaint shortly after this occurred with a couple of documents attached; neither of these documents is required to move forward, which would explain the difficulty uploading the files. As of 3/25, Fiducius had not heard back from *** ********; a representative contacted her again via phone to walk her through the information we need. *** ******** and a representative was able to walk through the process of obtaining the required information and this is when *** ******** realized she was not retrieving the correct information needed. Fiducius believes she is now satisfied with her services, and we look forward to assisting her further!

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November, I received an email from Fiducius asking for my username and password for AidVantange. This is the official Federal government servicer for student loans. I felt uncomfortable providing that information to Fiducius and asked for an explanation as to why. I received an mail back with steps on how to upload the information they requested to my Fiducius portal and stated this way they can manage my student loans. I was not satisfied with their response. I set up a phone conference call 12/5 at noon MT and they never called me. I confirmed the appointment as well. The do not have a phone number one can call and speak to a representative. All communication is done through email appointments and call backs. Fiducius is the student loan organization for ******* ******, which is in 22 states and hundreds of hospitals that are in their network. If this company is fraudulent, it will impact thousands of employees! I paid them for their services, and I have yet to receive resolution to questions, concerns and move forward on 9 years of working for a non-profit hospital to student loan forgiveness. Their behavior is unprofessional, and unacceptable. I will pursue a complaint with my employer, ******* ****** System as well.

  

  Business response

  12/12/2023

  Mrs. ***** signed up for services in early 2017 and has been a loyal client since. We have had several conversations and email correspondence throughout the years regarding student loans and her overall financial wellness. We greatly apologize if the response provided to Mrs. ***** did not make her feel comfortable or satisfied with the answer provided. This complaint was submitted on 12/5 when the call she was referring to was missed; however, a representative called and spoke with her on 12/6 and apologized for the scheduling error. During the call, the representative explained the following steps to Mrs. ***** and provided her with paperwork to continue. Fiducius received notice of this complaint several days later. To ensure that Mrs. ***** was satisfied with the representative's responses and was clear on the next steps, a member of management called her and spoke with her regarding any concerns she may have. Fiducius believes she is satisfied with her services, and we look forward to assisting her further with her student loans!

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have an account with Fiducius and am trying to complete paperwork related to my student loans. I have tried contacting them several times regarding paperwork that is incorrect, but they have not corrected the paperwork or reached out to me at either my phone number or email provided. I have sent messages with no response, called the advisor for whom I have a phone number and called the listed number for the corporation, but have not been able to get ahold of anyone.

  

  Business response

  11/29/2023

  *** ******* first notified us on 11/14 that the form was incorrect; Fiducius sent him a reply on 11/15 stating that the form was reviewed and that we did not see an error; we asked what the error was that he was seeing on 11/22 (the same day this complaint was made) another email was sent to *** ******* providing directions on how to complete the paperwork, we did not see a reply from him on what the error was that he was seeing. We apologize for the delay; however, due to the Thanksgiving holiday, Fiducius received this communication to contact him on Monday. A team member has spoken with *** ******* in response to this message and answered his questions regarding the paperwork and how to move forward. Fiducius believes he is satisfied with his services and look forward to assisting him further with his student loans!

  Customer response

  11/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *******
  

• Initial Complaint

  11/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is a third party who preys on people with student loans and who qualify for the Public Service Loan Forgiveness (PSLF). This is illegal. All PSLF applicants go through one agency and right now it's Mohela. Also, we NEVER pay money to be out on the PSLF program. I did not know this until a few months ago. This company is called Fidicius but was formerly called IsLoan Solution. They probably changed their name because they got caught scamming people. I started the program with IsLoan Solution in 2016. They have taken thousands of dollars from me. I want all of my money back, every single cent. Again, it is illegal for third parties to take money from people to "do paperwork" for the PSLF. I have faced financial hardship for years because of this company scamming me. This has added to my stress, anxiety, and overall health. This company needs to give everyone they scammed a settlement and shut down permanently.

  

  Business response

  11/22/2023

  *** ******** signed up for services at the suggestion of a friend in 12/2017 after speaking with an Advisor. The Advisor provided her with a student loan forgiveness plan that outlines ten years of payments towards loan forgiveness and overall financial wellness, including lowering monthly payments and planning for retirement. Fiducius reviews all financial aspects of a borrower’s situation, including tax preparation and retirement planning; this ensures payments are as low as possible.
  
  Fiducius is concerned by the claim of scamming people after completing several steps to allow *** ******** to reduce her monthly payment significantly and begin participating in the program. She came to IsLoan Solutions for help with her student loans, and in turn, her monthly payment was reduced by more than 700% from what she was paying when she called.
  
  *** ******** is correct that all PSLF applications are now submitted to Mohela for processing for the Department of Education; prior to that, it was FedLoan Servicing. Fiducius/IsLoan Solutions clearly states in the client agreement and documentation that there is no affiliation with the Department of Education. Fiducius fee is for knowledge regarding all aspects of federal student loans and overall financial wellness, not only assisting with documentation. It is common to hire a professional to handle a task you can do on your own, however, hiring an expert in that field ensures it is done properly and efficiently. You pay a CPA to ensure your taxes are correctly completed, and you are paying only what you should.
  
  The services have already been used; therefore, we cannot provide a refund for the services previously provided, however, if she would like to maintain her forgiveness directly with the loan servicer moving forward, she can do so. A manager reached out to her and left a voicemail with his information so that he could answer any questions she may have so we could move forward.
  

  Customer response

  11/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. Third parties are not supposed to be taking money from loan borrowers to be put on the PSLF. I got this information directly from Mohela. This company has had nothing to do with planning for retirement or tax services. It's ridiculous that they would even say this in their response. I'm a public school teacher, therefore my retirement fund is through the **** Department of Education. This company should not being in operation and I want all of my money back. I will not accept anything but a refund.
  
  Regards,
  
  ******** ********
  

  Customer response

  11/28/2023

  I do not have a contract from the company. I'm not sure what kind of documentation you need. I have emails and proof that the money was deducted from my bank account. 

  

  Business response

  12/05/2023

  The signed contract can be accessed on *** ********** portal under the My Documents section.

• Initial Complaint

  09/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid this company $1000 fee for their student loan service. During Covid there were no payments on loans, and they fid not provide me any service. My student loans have been forgiven and I am requesting a refund of my $1000. since I did not need or use their service. I have7 tried to email proof of loan forgiveness, but cannot download anything to them. They do not have a human to speak to only a list of processes to go through. I can't download proof because it says account inactive. I would like my money returned but am not getting in cooperation. Please help!! Serita Johnson

  

  Business response

  09/22/2023

  **** ******* signed up for services in June 2018 per her employer's suggestion to assist with student loans and overall financial wellness. Upon signing up, Fiducius completed several necessary steps to allow **** ********* loans to maintain in compliance with regulations. When it was time to make payments, we assisted in the necessary steps. We waited for confirmation that it was established from her. We are delighted that she has received forgiveness for her student loans! We always love hearing our clients receive forgiveness. Fiducius provided the services outlined in **** ********* agreement on 6/7/2018. The services have already been used; therefore, we are unable to provide a refund for the services previously provided. A member of management is contacting **** ******* to answer any questions she may have regarding her account with Fiducius.

• Initial Complaint

  09/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Fiducius has been charging me excessive amounts for a service readily available for free. and their communication has completely dropped off after I expressed desire to terminate my contract/accounts. i have been charged for them quite literally doing nothing for months, and justy realized that the service is dubious, or a scam at best.

  

  Business response

  09/07/2023

  *** ****** contacted Fiducius in December 2021 upon the suggestion of his employer. His employer felt that Fiducius offered services that were beneficial to overall financial wellness and provided information on contacting Fiducius. *** ****** was presented with a detailed plan on how Fiducius could assist him, and he chose to sign up in September 2022. Like hiring and paying an accountant to ensure that tax laws are followed correctly, and you only pay what you should, Fiducius also has a fee for our services. We do not want to burden our clients, so we allow them to choose from different payment options, from paying in total to breaking it up into 12 months. *** ****** chose our 12-month payment option. It may seem as if the recent payments are not going towards services; however, due to the payment plan chosen, all services were rendered months ago. On August 28th, *** ****** stated that he did not authorize the credit card transaction that had occurred, and he wanted to cancel. However, when he signed the agreement and 12-month payment plan in September 2022, that is what he was authorizing. He asked us to contact him because he wanted to cancel, and we sent him an email back on 8/28, 8/29, 8/30, and 8/31. Fiducius is still determining why *** ****** intends to cancel his account after completing the work for his first year of service. A manager has reached out and is waiting for a call back from *** ****** so we can speak with him and move forward. 

• Initial Complaint

  08/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I reached out to Fiducius for assistance with my federal student loans in November of 2021. I was prompted for payment for assistance to enter the Public Service Loan Forgiveness program. I paid this and submitted a lot of personal financial documents. Then, I heard nothing. I was not able to reach anyone on the phone, nor were my inquiries via their website answered. Finally, their portal indicated that I should check for enrollment into the program via the ****** website. I did this for months to no avail. They never enrolled me into the program. Upon taking steps on my own to enter the Public Service Loan Forgiveness program, I requested a refund of the money I paid Fiducius. After more than two months, someone finally reached out to me, but my request for a refund was denied. This is predatory. I want my money back, and I want to protect others from this scheme.

  

  Business response

  08/25/2023

  **** ********* contacted Fiducius per the suggestion of her employer in November 2021. Fiducius provided her with a detailed plan on how to make the lowest qualified payments towards the Public Service Loan Forgiveness (PSLF) program. On 11/22/2021, Fiducius sent paperwork to ******* Servicing, who at the time was the Department of Education loan servicer, to manage all borrowers participating in the PSLF program to align her loans with them. It typically takes 4-6 weeks to align loans, which must be done before a repayment plan can be requested. In addition, Fiducius provided some suggestions and examples of other financial changes that **** ********* should make before making payments. A repayment application was provided to **** ********* to complete when she was ready to begin making payments. On 8/18/2022, she signed and completed the application, and it was submitted that day to the loan servicer to apply the new income-driven payment on her loans.
  
  Unfortunately, out of **** ********* and Fiducius’s hands, the Department of Education moved her loans to another loan servicer prior to the documents being submitted. She notified us of this change, and we resubmitted the paperwork to the proper loan servicer on 8/22/2022. Because the Department of Education changed tens of thousands of borrowers’ accounts to different loan servicers, some of their daily processes stopped. It was not uncommon for a borrower to wait months for a loan servicer to complete something for their loan that normally would take a week. Loans were continually moving to more loan servicers, so often, loans would be in between loan servicers for several billing periods at a time. This became very difficult to follow, and Fiducius could understand **** *********** frustration not knowing her loan status.
  
  The good news is that **** *********** loans were in good standing, and any month that was passing, if her employment was still qualifying for PSLF, would still qualify for the program. When loans started to settle in March 2023, we requested detailed information from **** ********* so that we could review her loan detail so we could move forward and review where her loans were located, ensure they were all where they should be, and verify they all had the proper repayment listed. We were able to identify from that information that her loans were in great shape, and we would begin her annual review the following month in April.
  The Department of Education requires that annual documentation is submitted to remain enrolled in the specific repayment plan that **** ********* is participating in. We explained that it would begin in April, and in April, she started the renewal process.
  
  During the renewal process, she spoke with a few representatives and a member of management, expressed the concerns listed above, and requested a refund regarding ****** not receiving an enrollment into the PSLF program from Fiducius. There is no enrollment application into the PSLF program. However, an employment certification form is completed after every year of participation in a repayment plan. Now is the first time **** ********* would have been asked to complete the form that would count previous payments made towards the program.
  
  However, due to the confusion, we can offer **** ********* a free year of service for this year. We will be more than happy to assist in submitting all required paperwork for the next year of participation.  

  Customer response

  08/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I am requesting a full refund of money paid because never did Fiducius representatives communicate with me any of the information included in their response related to steps taken after my first meeting with documents were provided to them for loan consolidation, an act I had to perform.  Instead, for more than a year, I have been instructed to continually try to access a record with ****** that doesn’t exist. The communication from Fiducius in response to my complaint indicates that paperwork was never completed to initiate an account with ******. Why was I instructed to check for this? 
  

  My larger issue is the impossibility to communicate with this company by my initiative. The phone number gives no options to connect, so my messages through their portal were my only means for contact. That contact repeatedly went unanswered. The only guidance I received was through the step on the portal that instructed me to access a ****** account that they didn’t complete paperwork to create.

  Fiducius was misrepresented to me through my initial interactions when the fees were paid as I was contacted often. This did not continue. Explanations were not received, guidance was not given, and communication was completely neglected. I am due a full refund because the process and service Fiducius was paid to complete was not rendered. The offer of a free year is simply an attempt to perform a service that was paid for and expected over a year ago. That is unacceptable for a few reasons: 1. I’ve fulfilled what was needed from this company on my own. 2. I do not wish to do business with a company that does not communicate with me nor offer me a way to connect for a conversation.

  I am seeking a full refund because services paid for and expected were not rendered.

  Regards,
  
  ******* *********
  

• Initial Complaint

  06/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid for service several years ago. It’s a service for public servants that is suppose to help you manage your student loan repayment, throughout the repayment period until public service loan forgiveness. When I logged in this week, there is a message that I need to pay an additional $249 fee for continued service. I reached out to the company via their message system as it is the only way to contact them. They have not responded, aside from sending additional messages to pay the $249 fee in order to “unlock savings”. When I paid for service in 2016, there was no reoccurring fee and my account was paid in full. This is the first time I’ve had an additional bill from them as the entire service was paid up front. Additionally, when I paid for the service, you could call them with questions and talk to a person and a team of people helped manage your account. That level of service is gone, and now it is a website with a “contact us” page. The service has declined significantly. The entire cost I paid should be refunded; however, I’d be willing to continue service as it is without any additional payments.

  

  Business response

  07/03/2023

  Mrs. ********* signed up for service several years ago, as she stated, Fiducius/ISLS (the company name when she signed up) assists borrowers with student loans during repayment. Annually the Department of Education requires documentation to be submitted to them to continue participating in repayment plans towards the Public Service Loan Forgiveness Program. Although Mrs. ********* signed up for services several years ago, her student loans have only been in the “repayment period” for less than a year. It is approaching the year mark when the Department of Education requires the documentation to be submitted again. The agreement she signed in November 2022 references the renewal fee, “Renewal Service Fee: ISLS charges an optional renewal service fee for PSLF plan review, filing required statutory documentation and certifications for the Federal program compliance.” The ongoing management of the program is optional and is not required. She can manage the remaining years on her own at no further cost. A member of management contacted Mrs. *********, left a message, and sent an email to schedule a time to discuss her account and options with her.
  

  Customer response

  07/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  Forgiving the fee for this year is only a short term resolution. I’d prefer a refund and cancellation of the service. 
  
  Regards,
  
  **** *********
  

  

  Business response

  07/27/2023

  Fiducius is unable to provide a refund for services completed per the agreement signed in November 2016. A manager has communicated with her on how to move forward if she chooses to do so. 

• Initial Complaint

  05/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/30/2023 I paid my fee to assist with my student Loans. Since then I have been trying to log in and upload the requested documents. I have had no luck accessing my account. I have been with this company since 2014 and they have gone from having amazing customer service to No Customer Service. This is extremely frustrating. All I would like is for someone from Fiducius to contact me to make sure that everything is being done.

  

  Business response

  05/12/2023

  *** ******** has been a valued client since 2016, per the suggestion of his employer. On Sunday, May 7th, he attempted to log in to his portal but could not. Due to trying the incorrect password too many times, his account was locked. An email was sent to him when the account was locked with the link to click to unlock the account and the email address to contact for help if needed. Our contact email address for log-in help is on the portal log-in page. We apologize that he didn’t see the email address for help and felt frustrated that Fiducius was not supporting him. On Monday, May 8th, a management member spoke with him, assisted him in unlocking his account, and reviewed his account information with him. Fiducius believes he is satisfied with his current services.
  

  We look forward to assisting him further in the Public Service Loan Forgiveness program for many more years.

• Initial Complaint

  03/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for this service in September 2022 to help with my student loan forgiveness. After they collected my money (thousands..I would have to look up the exact amount) I have not heard anything. There is no phone number to get a hold of anyone. I did send an email this past week asking about the progress of my account and they sent me an automated email stating that they need more paperwork, which I have already downloaded in my account. Now, when I go to login it states my login information is incorrect. I sent an email to customer service and they sent me an email on how to reset my password, which does not work. I emailed them again and I haven't gotten any response. I am looking to get my money back due to not getting anywhere with this company and having no customer support. This business should be closed down.

  

  Business response

  03/20/2023

  Mrs. ********* signed up for services in September 2022 per the suggestion of her employer for Fiducius to guide her through the participation of the Public Service Loan Forgiveness Program. Fiducius called and spoke with her to welcome her the day after signing up and sent an email with the next steps. Since Mrs. ********* was still enrolled in school, and loans needed to be in the proper status and were not at the time, Fiducius could not move forward with the following steps to align loans for the program and establish an income-driven payment plan. She had asked questions regarding her loan status, and Fiducius requested loan details to answer those questions correctly. Fiducius has verified that she can now access her portal to share loan information and discussed the methods of communication with her and how to move forward with loan alignment and program participation. Fiducius believes she is satisfied with her current services.
  We look forward to assisting in further involvement in the Public Service Loan Forgiveness program for many years.

  Customer response

  03/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  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. ↩