Complaints

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:03/15/2023

  Type:Service or Repair 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.

  Right after I submitted my claim, a representative finally called me back interestingly. So, for now, I'd like to withdraw my complaint.

  Customer Answer

  Date: 03/15/2023

  I have been signed up with this company since 2014 when it was Innovative Student Loan Solutions. I use to have a person that would contact me directly, Marc D****, and he would walk me through any problems I was having each year which made it worth the money. In fact, the last phone call I received from this company was 2017. Ever since they changed to Fiducious, their customer service is non-existent. I have emailed them several times with my issue of not being able to complete a form because it keeps saying "something went wrong" when I submit it. It doesn't clarify what the problem is so that I can resolve it. The only way to contact them is through email as their phone number just redirects to the website. In my last several emails, I asked them to call me on my cell phone number and have only received their autogenerated response that a ticket has been filed under my name. I would like a phone call from this company to help me resolve my issues and I would also like a direct phone number for the future so that I can contact this company and speak to a person like it was originally set up.

• Initial Complaint

  Date:02/23/2023

  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 was locked out of my account, I started making calls to be able to resolve this issue in December after my semester grades came in. After many calls day after day, I called my HR department and they advised me to email them. After countless emails and not being able to get anyone to contact me to unlock my account, I reached out to my HR department and they gave me a direct extension to someone that works there. I called many times with no answer but I finally received a callback and was able to unlock my account, but now they are saying that I won't be able to file for my tuition reimbursement because I only have 60 days to file it, that there is nothing they can do when it's their fault I wasn't able to get into my account to file my reimbursement within my 60 day period. They don't even have the courtesy to give me a call. They just keep sending emails that say I was late submitting documents.

  

  Business Response

  Date: 02/27/2023

  Fiducius is a third-party administrator for the employer. As
  a third-party administrator, the role of Fiducius is to manage and adhere to
  the policies that the employer creates.
  
  Our records indicate that she could successfully log into
  the portal on 12/12/2022. Then on 12/13/2022, the account was locked for
  security due to too many invalid password attempts. Two emails were sent with
  instructions on how to unlock the account. Also, in the email, there was an
  email address to contact for help. We received an email on Friday, 1/6,
  requesting assistance and replied on Monday, 1/8, with instructions on how to
  gain access to the portal again. Fiducius and the employee had contact back and
  forth several times that week, with the final email Fiducius asking to schedule
  a time to talk over the phone to resolve the issue.
  
  We did not hear back from her until 2/17, which would have
  been after the 60-day window. We suggested that she speak with her employer to
  discuss a possible resolution. Fiducius always wants an employee to remember or
  be aware that their submission window is closing, so we send reminder emails
  every four days during the window.

• Initial Complaint

  Date:01/12/2023

  Type:Customer Service 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 signed up for Fiducius in 2020. After the initial meeting there has been very sparse contact. There is absolutely no way to contact anyone except in the 'contact us' portal. There have been multiple times when my questions go unanswered or I am told "I'm not sure" by the person who calls me back, IF I can get someone to call me back. I was told that they had completed my paperwork for the limited waiver however now I'm doubting that. I cannot get anyone to answer my messages at this point. There is ALWAYS a message on their website that this is their busy season and it may take extended time for responses. I would absolutely NOT recommend this company to anyone seeking PSLF. Save your money. I hope I can get mine back.

  

  Business Response

  Date: 01/16/2023

  Ms.
  **** signed up for services in June 2020 for Fiducius to guide her through the
  participation of the Public Service Loan Forgiveness (PSLF) Program. Upon
  sign-up, Fiducius assisted her in aligning her student loans for participation
  in the PSLF Program. Since signing up for services, the Department of Education
  has introduced additional programs to broaden participation in that program.
  Proper paperwork was needed for consideration which was completed by Ms. **** and sent to Fiducius and the Department of Education. Due to the increased interest
  in the program with the Department of Education and the DOE making several
  servicer changes simultaneously, the overall response time of any student loan
  servicer is significantly reduced. Due to the delayed response and processing
  time at the loan servicers, Fiducius and the borrower are waiting for answers
  to documentation and determinations. Before receiving a Contact Us request on
  Tuesday, 1/10, we had not received any questions or communication since July.
  However, her account was being checked, and Fiducius sent updates and submitted
  needed documentation to ensure processing. Before Fiducius received this
  request, Ms. **** had successfully scheduled a call to discuss her account
  status. On 1/13, she spoke with a manager and was able to review the status of
  her participation in the program. Fiducius discussed the methods of
  communication with her and believes she is satisfied with her account status.

• Initial Complaint

  Date:12/15/2022

  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 paid $829.99 to Fiducius, formerly known as Innovative Student Loan Forgiveness, on 2/15/2018. This was to help me enroll and complete the federal PSLF program as I am employed by a nonprofit. Everything was great. Then they became Fiducius. I logged on and paid an additional fee for help with the limited opportunity waiver, the deadline was missed as I have been locked out of my account and have no way of contacting anyone without having access to my account. I have followed Fiducius' procedures for resetting my password with no success. They never respond to my emails for help restoring my account and there is no longer a number I can call for customer service. One employee accidentally emailed me, and I responded for help with my account. She put a ticket in on my behalf but no one ever responded to help me restore my account. I have had to do the work to recalculate my income based payments on my own and am doing the PSLF process myself at this point. I'm beginning to suspect this company is a scam. I would just like all of my money back at this point. I feel I should contact police as they are stealing my money and do not respond to clients.

  

  Business Response

  Date: 12/21/2022

  *** ****** signed
  up for service in March 2017 per the suggestion of her employer at the time.
  Innovative Student Loan Solutions changed its name to Fiducius in 2018. There
  were not any changes related to the name change. *** ****** purchased the
  Fiducius product, Assure, for the Limited Waiver Opportunity and the Public
  Service Loan Forgiveness program. The deadline to submit documentation was
  10/31/2022. Fiducius submitted the required documentation on 4/22/2022 &
  10/28/2022 (submitted again to ensure compliance). On August 24th, *** ******
  contacted us about problems accessing her account; less than an hour later, we
  responded with a password reset link. Our records indicate that she had
  attempted to log in on 12/15; however, the incorrect password was entered. She requested
  a forgot password link and was sent the link to reset the password, but it
  still needs to be reset to date. Income-driven repayment plans require
  documentation submitted annually. This year's payment began in March 2022.
  Documentation for the next year needs to be submitted between
  November 2022 and February 2023. Fiducius
  reached out to her on 12/14 to start the renewal process, which led to her
  attempting to log in on 12/15. After receiving this notice on 12/16, a member
  of management called to speak with her. However, she could not talk and
  requested a call at a specific time in the afternoon. Fiducius was unable to
  reach her at her scheduled time. Fiducius also called and left a message on
  12/19 for her to return the manager's phone call to discuss her account. Her
  account will be reviewed for credit/refund when we speak with her.
  We look
  forward to hearing from her and moving forward with assisting in further
  participation in the Public Service Loan Forgiveness program. 

• Initial Complaint

  Date:11/14/2022

  Type:Service or Repair 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.

  It is impossible to get ANY customer service from this company. I have contacted them at least 3 times over the last month via their portal (the only way to contact them) and they refuse to respond to any requests. I have received a letter from my loan servicer saying my loans are the wrong kind for PSLF. Fiducius was supposed to be helping me through this process and they won't. For some reason even though I have submitted all documentation to fiducius the servicer does not have a record of my employer certification from 2020 until present time. I pay fiducius every year to help with this process and it never goes smoothly. Their BBB rating is very skewed.

  

  Business Response

  Date: 11/18/2022

  **** **** signed up for services in March 2016 and has been a valued client for over
  six years. The requests she submitted to us were not being received due to
  needing further information to be sent to the proper team member. We have
  spoken with her and reviewed her account in detail. The letter she received
  from her loan servicer was incorrect, and we explained why it was wrong;
  Fiducius is here to clear up these mistakes made by the loan servicers. A
  manager informed her that we submitted the documentation needed in August and
  sent it again after speaking with her. Fiducius believes she is satisfied with
  her account status.

  Customer Answer

  Date: 11/18/2022

  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.  They have fixed the issue this time, however the larger problem of poor customer service still remains. The only time I am able to get questions answered is by filing a BBB complaint.
  
  
  
  Regards,
   **** ****
  

• Initial Complaint

  Date:11/09/2022

  Type:Service or Repair 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 signed up for Fiducius services in October of 2016 per the recommendation of Kane County Regional Office of Education for student loan relief. At that time, the advisor recommended that I finish all of the schooling I wanted to in order to get the PSLF waiver. She also suggested that I take out grad plus loans because I would qualify for the PSLF waiver which increased my student loan amount. In January of 2017, I enrolled into a Doctoral program and will graduate officially in December of 2022. I updated my account with the appropriate documents in July, and now they have all switched back to what was uploaded in 2016. I have switched jobs and the number of dependents I have has increased which will impact the amount that I will have to pay on an IBR plan. I sent in a ticket (I cannot remember exactly when, but it was around August) and I received a response on October 17th at 10:01 AM. I attempted to contact the advisor who emailed me-the number he provided was not valid and the email I sent to him bounced back. I was forced to send back another "contact us" form on October 18th and I still have not been replied to. It would have been much easier to complete this process via my loan servicer, than with this company. I am so unsatisfied with this company that I will ultimately seek a refund without proper recourse and prompt communication. My loans go into repayment very soon and there are a lot of ends that need to be tied up on their end as well as mine. The way this company handles these matters, the lack of a telephone number for people who signed a contract and paid A HUGE LUMP SUM in the beginning is UNACCEPTABLE. At this point, I will not recommend this company to anyone as I have in the past.

  

  Business Response

  Date: 11/10/2022

  Client’s
  BBB Complaint was received 11/9/2022 at 10:45 PM, all concerns were addressed
  earlier in the day when a member of management spoke with her at 4:30 PM.
  Fiducius believes she is now satisfied with services and is no longer
  requesting a refund. 

  Customer Answer

  Date: 11/11/2022

  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,
  
  
  
  ***** ********
  

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair 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 have had 'service' (used loosely, as they rarely do much but ask for more money) from them for years. I have kept paying fees to continue this 'service,' but I have not seen much happen with loan payments. I may be wrong, but I can't get anyone to answer emails, and the phone number is useless (just a message to go to their website).
  I recently changed schools, so my email changed, and I quickly no longer had access to my email. I have wasted so much time and have sent over 10 emails in about 6 months trying to gain access to my account. NO RESPONSE. At this point, I have thousands of dollars tied up, and WHO KNOWS what's happening with my loan payments or credit, for that matter. I'm VERY ANGRY and feel like this business must be a SCAM.

  

  Business Response

  Date: 10/14/2022

  Ms. ****** signed up for services
  in March 2018 per the suggestion of her employer for Fiducius to guide her
  through the participation of the Public Service Loan Forgiveness Program.
  Annually she has used Fiducius’ services to assist in loan forgiveness. We do
  not have records of emails sent to our ******************************** or ******************************* email
  addresses before the email we received on 10/12/2022 (the same day we received
  this notice). On 10/13/2022, a manager spoke with Ms* ******, updated account
  information, and discussed the next steps. Fiducius believes she is now
  satisfied with the services and is no longer requesting a refund.  

  Customer Answer

  Date: 10/17/2022

  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,
  
  
  
  *** ******
  

• Initial Complaint

  Date:10/10/2022

  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.

  Fiducius has ZERO customer service. I do not understand what I'm getting for my money. I chose to pay them for a service, yet I'm doing ALL of the work and figuring things out on my own. When I have questions, I can only put a request online and wait for them to respond, if they respond. It is insane. This is supposed to be a business who provided customers with a service. I need my questions answered!

  

  Business Response

  Date: 10/14/2022

  *** ****** has been a valued client
  for six years. Before receiving two Contact Us requests on 10/10/2022, we had
  not received any emails or requests since December. Both Contact Us request
  questions were answered on 10/10. A manager contacted *** ****** via a phone
  call and left a message on 10/11 regarding this notice. The manager asked her
  to contact him to discuss any questions or concerns she may have.

• Initial Complaint

  Date:10/01/2022

  Type:Service or Repair 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 have paid Fiducius to help set me up to lower my payments and apply for the PSLP waiver. Yet, they have left me to do everything. Their communication is non-existent and I have no clue as to what to do.

  

  Business Response

  Date: 10/05/2022

  *** ****** signed up for services in
  March 2019 per the suggestion of her employer for Fiducius to guide her through
  the participation of the Public Service Loan Forgiveness Program. Recently, the
  Department of Education offered a Limited Waiver Opportunity (LWO) to
  complement the Public Service Loan Forgiveness Program. Fiducius offered a
  product called Assure to assist with LWO. *** ****** purchased and signed up
  for Assure in May 2022. Since she signed up for Assure, we have communicated
  several times, answering questions. Communication as recent as September 23rd
  with the next steps. We apologize if our communication was unclear and *** ****** had questions. A manager reached out to *** ****** to answer any
  questions or concerns and has scheduled a time to talk and discuss the next
  steps and possible refund.

  Customer Answer

  Date: 10/06/2022

  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,
  
  
  
  ****** ******