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:08/01/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Western Benefits Group was to handle my student loan, I had to pay them. Not only have I had to pay for a service that they did not help! Now I get an email telling me that they can no longer service my loan! So I paid so nothing! Do not do business with this company! Not only do I owe enough in student loans, I have to deal with this company! So upset!

• Initial Complaint

  Date:08/01/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  In 2015 I contacted Western Benefits to help with getting documentation for the ************** Loan Forgiveness program-in my case, for teaching in public schools for 10 years. I paid $35 monthly until the pandemic, when they changed it to $19 a month. I checked with Western Benefits a few times over the years to confirm, and was assured that I was still on track for the **** program. Western Benefits stopped charging when the loan was taken over by ******. I contacted ****** to confirm that I was still on track for the **** and was told there was NO INFORMATION or application made. I then contacted Western Benefits and was told that I never applied for ****! This is specifically why I contacted them in the first place! When I asked what I was paying them for for the last 8 years they said they were recertifying me to make sure I was paying the best interest rate for my student loans! What does that even mean? I feel I have been sending them money monthly for no reason. They did nothing but rip me off. I received nothing at all for my money. I now have to go back to 2015 and get the info needed to do the work I was paying Western Benefits to do. I want and deserve a refund, plus pay for my time that I will be spending on doing the work they should have done.

• Initial Complaint

  Date:01/25/2023

  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 believe I've fallen victim to a loan repayment scam. Western Benefits Group has been auto withdrawing $35 dollars from my checking account each month since 8/3/2017. Salesmen tactics on the phone before setting up my agreement were misleading and money was requested immediately. This group did not pay off any of my loan amount. These payments are resuming though my loans are on hold. I cannot access any website to determine more from ***. On 1/13/2023, I received an email from mystudentservices.org with an immediate request for 2 recent paystubs and the first 2 pages of my recent tax return. The contact information *************************** / Fax: ************** /Mail: ****************************************************************) leads to ***. The sender did not provide a last name or contact information to respond directly. I did not receive any of the services listed in the original agreement listed below:"*** shall provide Member with access to its Value Benefit Program package of benefits, which may include but are not limited to roadside service benefits (tow service, emergency fuel, battery jump, emergency lock-out), online farmers market benefits, fitness network benefits, extended warranty registration benefits, tax hotline and preparation benefits, financial, credit and student loan coaching, consulting and education benefits (including courses on credit, debt and repayment, college and money, FAFSA, loan guidance, spending and borrowing, the psychology of money, and others), identity risk scoring benefits, identity monitoring and alert benefits, and other benefits. Benefits may include discounts on services or products provided by third parties. The *** list of benefits is incorporated into this Agreement by reference and made a part hereof. *** reserves the right to reasonably change, modify or delete benefits at any time and at its sole discretion, including but not limited to situations in which through circumstances beyond ***s control the deleted benefit becomes unavailable. *** may use reasonable efforts to substitute a benefit of substantially equal value and type for any benefit that is deleted."Sadly, I believe I've been paying this company for no reason without any services provided. My submission federally for loan forgiveness was accepted. Thank you kindly for any support in this matter.

  Business Response

  Date: 02/03/2023

  ************** initially contacted us on August 30th, 2017 to request assistance with her debts. A trained *** counselor provided ************** with a budget counseling session and explained our member benefits package,which includes a range of financial education services and related discounts intended to assist our members to lower their monthly expenses and reduce their debts. In reviewing Ms. ****** budget, the *** counselor noted that she could save money using ***s benefits program and reduce some of the expenses to increase cash flow needed for basic necessities. In reviewing ************** budget,the *** counselor also noted that she had multiple student loans at varying rates and payment amounts and determined that she would benefit by taking advantage of a suitable consolidation and repayment program offered by the US ********** of ********* (***). ************** spoke to the counselor requesting help to lower her monthly budget to ensure that she can take care of her basic needs. ************** then requested our assistance with selecting an appropriate program and submitting her application. Consistent with our procedures, the *** counselor first provided ************** with an explicit disclosure informing her that *** is a private company, and is not in any way affiliated with the *** or any other governmental agency, and that student loan borrowers can apply for consolidation and select a *** repayment program on their own for free directly through the *** website, rather than pay a private company to assist them. The counselor further explained that *** charges a fee for assisting borrowers with their loan consolidation, and that that assistance is limited to helping them to prepare the application and assemble the required documents.
  *** counselor determined that the most suitable *** program for her, based on financial situation, would be the ***s Graduated repayment plan; the aspects of which were clearly explained to her by the *** counselor.Armed with this information, ************** then retained *** to assist her with her application. The same disclosures that were provided to ************** during the course of the call are also included in the written agreement governing our services that ************** executed on August 30th, 2017.
  On September 15th,2017 *** personnel reviewed and submitted the completed consolidation application to the *** on ************** behalf.
  On November 9th, 2017, we received confirmation that application was approved, and her program was approved for a $157.73 per month.
  On September 20th, 2017 per our agreement, *** activated and mailed out a benefits card to **************.
  We want to remind ************** that *** performed all the required service requested by her. This includes assisting her with all the documentation to consolidate her different student loans and submitting the application.
  As previously mentioned, ************** also received a benefits card with detailed information of all the benefits that she will received by being a member of ***. *** provide members with a dedicated telephone number for questions in regards to their benefits and how to use them. Clients can also access our website to get a list of all benefits offer by ***.
  Western Benefits Group is committed to provide all our members the best service possible so our clients can reach their financial goals. With that being said, Western Benefits Group has a 100 %satisfaction guaranteed and in case the service doesnt meet our clients expectation, Western Benefits Group will work with the client to find a positive resolution.
  Western Benefits Group attempted to communicate with ************** multiple times via phone but havent receive a response from **************.  We will continue our efforts to get in contact with ************** to reach a positive resolution.
  
  

• Initial Complaint

  Date:11/06/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was searching online for loan forgiveness program, and I was contacted by western benefits group to help with that issue, I was told that I will pay a fee for the process of getting the loan forgiven. It has been 6 years, from 9/16/16 to this day I have been getting charged every month with no change in the amount of my loan. From all the complaints I've read it's like you guys misrepresented yourselves, I have been charged for no reason for all these years. I would like a refund and cancelation of this account. This is fraud, you stated that you will do one thing and offer another.

  Business Response

  Date: 11/16/2022

  ****************** initially contacted us on September 16th, 2016 to request assistance with her debts. A trained *** counselor provided her with a budget counseling session and explained our member benefits package, which includes a range of financial education services and related discounts intended to assist our members to lower their monthly expenses and reduce their debts. In reviewing ****************** budget, the *** counselor noted that she could save money using ***s benefits program and reduce some of the expenses to increase cash flow needed for basic necessities. In reviewing ****************** budget, the *** counselor also noted that she had multiple student loans at varying rates and payment amounts and determined that she would benefit by taking advantage of a suitable consolidation and repayment program offered by the US ********** of ********* (***). ****************** spoke to the counselor requesting help to lower her monthly budget to ensure that he can take care of her basic needs. ****************** then requested our assistance with selecting an appropriate program and submitting her application. Consistent with our procedures, the *** counselor first provided ****************** with an explicit disclosure informing her that *** is a private company, and is not in any way affiliated with the *** or any other governmental agency, and that student loan borrowers can apply for consolidation and select a *** repayment program on their own for free directly through the *** website, rather than pay a private company to assist them. The counselor further explained that *** charges a fee for assisting borrowers with their loan consolidation, and that that assistance is limited to helping them to prepare the application and assemble the required documents to submit to the ***.
  *** counselor determined that the most suitable *** program for her, based on financial situation, would be the ***s Revised Pay As you Earn; the aspects of which were clearly explained to her by the *** counselor.Armed with this information, **************** then retained *** to assist her with her application. The same disclosures that were provided to **************** during the course of the call are also included in the written agreement governing our services that he executed on September 16th, 2016.
  On October 14th, 2016, *** personnel reviewed and submitted the completed consolidation application to the *** on ****************** behalf. ****************** requested *** to submit her application that consisted of 11 different student loans at varying interest rates. The request to submit this application was made by ****************** as she needed additional assistance with the paperwork after completing his budget counseling session.
  On November 3rd, 2016, we received confirmation that application was approved and her IDR program was approved for a $0 per month based on her financial situation.
  On October 27th, 2016 per our agreement, *** activated and mailed out a benefits card to ******************.
  As part of *** membership, clients may request assistance to complete the yearly re-certification required by the ********** of ********* to maintain an income-based plan, benefit which ****************** used for the following years.
  We want to remind ****************** that *** performed all the required service requested by her. This include assisting her with all the documentation to consolidate her 11 different student loans and submitting the application for an Income Based Program. In addition to the initial paperwork, *** assisted ****************** on her yearly recertification as required by the ***. Last recertification was submitted by *** on October 8th, 2021.
  Western Benefits Group is committed to provide all our members the best service possible so our clients can reach their financial goals. With that being said, Western Benefits Group has a 100 %satisfaction guaranteed and in case the service doesnt meet our clients expectation, Western Benefits Group will work with the client to find a positive resolution.
  Western Benefits Group attempted to communicate by phone but havent receive a response from client. We will continue our efforts to get in contact with ****************** to reach a positive resolution.
  
  

• Initial Complaint

  Date:10/15/2022

  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 set up for a reoccurring payment with this company to help to cancel student loans. I have read this company is a scam, so I have been attempting to cancel this. I call every weekday but cannot get through to customer service most the time (put on hold) and if I do, they will not cancel the payment nor give me the reason why. I have requested my bank to stop paying since I don't know what to do. With their limited hours and my work week, I am unable to get this cancelled.

  Business Response

  Date: 11/04/2022

  ******************** initially contacted us on April 13th, 2016 to request assistance with her debts. A trained *** counselor provided her with a budget counseling session and explained our member benefits package, which includes a range of financial education services and related discounts intended to assist our members to lower their monthly expenses and reduce their debts. In reviewing ******************** budget, the *** counselor noted that she could save money using ***s benefits program and reduce some of the expenses to increase cash flow needed for basic necessities. In reviewing ******************** budget, the *** counselor also noted that she had multiple student loans at varying rates and payment amounts and determined that she would benefit by taking advantage of a suitable consolidation and repayment program offered by the US ********** of ********* (***). ******************** spoke to the counselor requesting help to lower her monthly budget to ensure that he can take care of her basic needs. ******************** then requested our assistance with selecting an appropriate program and submitting her application. Consistent with our procedures, the *** counselor first provided ******************** with an explicit disclosure informing her that *** is a private company, and is not in any way affiliated with the *** or any other governmental agency, and that student loan borrowers can apply for consolidation and select a *** repayment program on their own for free directly through the *** website, rather than pay a private company to assist them. The counselor further explained that *** charges a fee for assisting borrowers with their loan consolidation, and that that assistance is limited to helping them to prepare the application and assemble the required documents to submit to the ***.
  *** counselor determined that the most suitable *** program for her, based on financial situation, would be the ***s Income Based Program;the aspects of which were clearly explained to her by the *** counselor. Armed with this information, ******************** then retained *** to assist her with her application.The same disclosures that were provided to ******************** during the course of the call are also included in the written agreement governing our services that he executed on April 13th, 2016.
  On April 29th, 2016, *** personnel reviewed and submitted the completed consolidation application to the *** on ******************** behalf. ******************* requested *** to submit her application that consisted of 5 different student loans at varying interest rates. The request to submit this application was made by ******************** as she needed additional assistance with the paperwork after completing his budget counseling session.
  On June 14th, 2016, we received confirmation that application was approved and her IDR program was approved.
  On April 28th, 2016 per our agreement, *** activated and mailed out a benefits card to ********************.
  As part of *** membership, clients may request assistance to complete the yearly re-certification required by the ********** of ********* to maintain an income-based plan.
  As of November 3rd, 2022, we have no records of ******************** contacting Western Benefits Group to request a cancellation. We have cancelled the account and no future payments are scheduled.
  Western Benefits Group is committed to provide all our members the best service possible so our clients can reach their financial goals. With that being said, Western Benefits Group has a 100 %satisfaction guaranteed and in case the service doesnt meet our clients expectation, Western Benefits Group will work with the client to find a positive resolution.
  Western Benefits Group attempted to communicate by phone and email but havent receive a response from client. We ask that ******************** contact us so we can resolve this complaint.
  

• Initial Complaint

  Date:08/31/2022

  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.

  ****** took over my student loan - in the meantime, Western Benefits Group (WBG) kept on collecting payment for my membership with them. It took forever to contact WBG and when I finally got a hold of a person on the phone, it took about a half hour to cancel and for them to start processing stop payment. I would have been happier if they offered refund on the membership fees paid all this time when they sold loan to ****** a year ago,

  Business Response

  Date: 09/10/2022

  ******************** initially contacted us on September 26th, 2017 to request assistance with his debts. A trained *** counselor provided him with a budget counseling session and explained our member benefits package, which includes a range of financial education services and related discounts intended to assist our members to lower their monthly expenses and reduce their debts.In reviewing ******************** budget, the *** counselor noted that he had multiple student loans at varying rates and payment amounts and determined that he would benefit by taking advantage of a suitable consolidation and repayment program offered by the US ********** of ********* (***). ******************** then requested our assistance with selecting an appropriate program and submitting his application. Consistent with our procedures, the *** counselor first provided ******************* with an explicit disclosure informing his that *** is a private company, and is not in any way affiliated with the *** or any governmental agency, and that student loan borrowers can apply for consolidation and select a *** repayment program on their own for free directly through the *** website,rather than pay a private company to assist them. The counselor further explained that *** charges a fee for assisting borrowers with their loan consolidation, and that that assistance is limited to helping them to prepare the application and assemble the required documents to submit to the ***.
  *** counselor determined that the most suitable *** program for him, based on financial situation, would be the ***s Pay As You Earnplan; the aspects of which were clearly explained to his by the *** counselor.Armed with this information, ******************* then retained *** to assist him with his application.
  On October 17th, 2017, *** personnel reviewed and submitted the completed consolidation application to the *** on ******************** behalf. Per our record, Consolidation was approved on November 9th, 2017
  On December 13th, 2017, we received confirmation that ******************* IDR program was approved with a $44.89 payment.
  As part of *** membership, a benefits card was activated and mailed to ******************** on October 23rd, 2017. ******************** first payment for this membership was on November 27th, 2017.
  Western Benefits Group is committed to provide all our members the best service possible so our clients can reach their financial goals. With that being said, Western Benefits Group has a 100 %satisfaction guaranteed and in case the service doesnt meet our clients expectation, Western Benefits Group will work with the client to find a positive resolution.
  On August 30th, 2022, Western Benefits Group received a call from ******************** asking for his account to be canceled due to his student loans getting transfer to a different servicer and he will manage his loan moving forward. ******************** account was immediately deactivated and the account is Inactive in our system.
  Western Benefits group is not the loan holder and the transfer of ******************** loan was done by the ********** of *********. We attempted to reach out to ******************** to go over his concerns but unfortunately,we were not able to reach him by phone or email.