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:01/22/2024

  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 have received four emails from Titan Prep stating my school loan was transferred from an unknown company. This is a deceiving attempt to confuse lenders. There are many other complaints about this company on the BBB.

  

  Business Response

  Date: 01/30/2024

  Hello ********, 
  
  We here at TitanPrep are happy to detail why we started contacting you and the type of contact you received. In 2018 you had agreed to utilize a 3rd party company to assist you with your federal student loan debt named Simple Repayment. In 2021 Simple Repayment files were transferred to us so we could continue to provide the services to their client's that were initially agreed upon. 

  Our goal at TitanPrep is to help borrowers like yourself understand all available options and show them how to manage the process themselves. However, due to the CARES Act federal student loan payment pause we made limited contact to you, our communication was focused on educational information regarding changes to student loan repayment/discharge. 
  
  Now that federal student loan repayment has resumed, we have recently begun to contact you to see if you would like assistance with your federal student loan debt.  In our attempts to contact you we have been explicit and clear in stating the following; "We wanted to reach out and offer a free consultation to determine what options fit best for your student loans and your goals. If you are interested in a consultation...". 

  At no time have you replied to one of the messages and requested for us to stop contacting you. Moving forward we have placed you on our Do Not Call status and you will no longer receive communication from us. If you change your mind, you will need to initiate contact. 
  
  Thank you, 

• Initial Complaint

  Date:12/11/2023

  Type:Order 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.

  This company is asking me to pay for my student loans. My balance has been forgiven because I work with *******************,, ********

  

  Business Response

  Date: 12/12/2023

  We have reached out via email and text a handful of times providing information on the following subjects.
  
  1.Their account was transferred to us from their previous enrollment company, we introduced our company and gave them contact information if they were interested in assistance with their student loan debt.
  
  2. The recently announced SAVE plan and how it is an opportunity for student loan borrower's to lower their monthly student loan payment and shorten their time spent in repayment before they are eligible for a loan discharge.
  
  In our only phone call with the potential client on 12/11/2023, which lasted 1 minute and 35 seconds, at no time did our representative ask the potential client to make a payment for services or discussed any services we could provide. As we were unable to determine if the potential client could benefit from our services.

• Initial Complaint

  Date:09/12/2023

  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.

  I spoke with ******* on Tuesday, September 12, 2023. I told him that I will not pay Titan Prep another dime to something I can do for free. He kept trying to talk about programs which I told him I am not interested. I ended up hanging up. I received an email and a text about a minute later to schedule a call because l submit a cancelation form. I called and asked for the form I was told by two different people that they are not authorized to send me the form. I told them that I would not talk to anyone and I just wanted the form. I an now afraid they will try to charge my card for a service that I have to them I no longer wanted. I tried to delete my bank account info but was not able. I will retain a lawyer they continue with this and not cancel the services.

• Initial Complaint

  Date:02/21/2023

  Type:Order 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.

  On 2/14/23 I spoke with **************, a representative of TitanPrep, who told me TitanPrep bought out Nelnet, my student loan company. They told me I needed to make a yearly payment to keep my loans in correct order with the federal government. They had all my information, and almost got me to send them a copy of my driver's license. We set up two payments of $162.50 to be withdrawn from my bank account this coming Friday, 2/24/23, and Friday, 3/10/23. They flat out lied. Nelnet was not bought out by any company, and ****** sent me an email saying yearly fees are not required to keep loans current. TitanPrep had me sign documents releasing my info from Nelnet to them, so I'm hoping that contract can be rescinded. I do not wish to contact them in fear of them using my voice or text to my disadvantage. Nelnet suggested I stop all payments and file a complaint with the BBB. TitanPrep, ******************** *************** *****************************************; ****************************** Thank you for your time. Please help in any way you can. I appreciate your expertise in the matter.

  

  Business Response

  Date: 06/02/2023

  ****************************;
  313 York St 
  Beaver Dam, ** 53916 
  Daytime Phone: ************** 
  E-mail: ****************** 
  
  Dear *******,  
  We apologize for any confusion you may have experienced. After reviewing the recorded call you had with our representative, *****, we determined that the misunderstanding stemmed from the transfer of your file from your previous third-party assistance company, **** Gen ******** (also known as Student Loan Direct) to TitanPrep for continued services. 

  For clarification we are not your servicer and never claimed to have received your loans from your servicer. Rather, we attempted to explain that your previous enrollment company closed their doors due to the pandemic and your file was transferred to ** for continued services.

  
  TitanPreps goal is to educate but more so its to help our clients learn how to manage their federal student loans to get a successful result in the end. 
  The reason we requested your DL license was due to your National Student Loan database showing an outdated name. Which is an error that is critical to be addressed to ensure a successful conclusion of your program.

  In our phone calls and emails our clients are informed several times that they can do this for free directly with their servicer, but most prefer to use our services to save time and focus on other things.  

  TitanPrep values customer trust and upholds the highest standards of integrity and professionalism. This experience will help us improve our processes and prevent future issues.  

  Please let us know any way we can assist you and we appreciate your cooperation bringing this issue to our attention. Again, we apologize and appreciate your understanding. We hope to resolve this issue to your satisfaction.  

  
  Sincerely,  
  

  TitanPrep Management 
  
  
  

  
  

• Initial Complaint

  Date:02/07/2023

  Type:Sales and Advertising 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 speaking with my case manager today (2/7/2023 10:32 am) regarding my file. After I starting informing her that I wanted to cancel their services and have my money refunded, she began discouraging me to do so. She stated that I would have to do all the leg work regarding my federal student loans. According to the ********** of ********** these services are offered for free. When I advised her of this, she continued to question if I was capable of doing the leg work myself. She questioned if I had the mental capability to perform the necessary filing for my student loans. I demanded to speak with her manager but she failed to transfer me. She still questioned if I was capable of doing the work as if to imply I was not intelligent enough to do it on my own.

  

  Business Response

  Date: 02/22/2023

  Hello, *******:

   

  We deeply regret the recent experience you had with your assigned case manager. As part of our commitment to maintaining a high level of service, we reviewed the call recording and determined that, according to our procedures, the customer service representative and case manager with whom you initially spoke followed the correct procedure, but require additional training in sensitivity to your employment schedule and the questions you raised on the calls.
  
  
  Our employees are required to adhere to strict scripting in order to comply with the laws that govern our complex industry. Based on our findings, our representatives sincerely desired to assist you, but were unable to convey this to you in a clear and concise manner. Your case manager is required to ask if you are aware of the exact requirements that optimize your chances of success working directly with your servicer but her choice of words and tone were received by you as condescending, and we have addressed that with her.
  
  We are also aware that the following day when their supervisor became aware of the situation, he called you immediately to address the issue and also apologized for the miscommunication. On that subsequent call, you and the supervisor were able to reach an understanding and we are happy to note that you agreed to continue using our services. 
  

  
  TitanPrep places the utmost importance on customer service, and we have discussed your experience with all of our customer service representatives and case managers to ensure that it has become a "teaching moment" for our company and will not occur again in the future. Thank you again for your continued TitanPrep membership.

   

  Sincerely,

  The TitanPrep Team

• Initial Complaint

  Date:08/26/2022

  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.

  TitanPrep takes advantage of people who don't understand how to manage their student loans their self. I requested my account to be but on hold with the pause of students loans repayment. They would not and required me to schedule my next bill for when I may want to resume. It was scheduled 5 months later. 5 months rolls around and I am unable to cancel or remove my card info from their system. They charge my account without informing at all. I call to cancel and for a refund and I get transferred to person to person. No one is able to assist. And now I'm out $162. Please just do your own research on how to manage your student loans yourself. It will save you a huge headache.

  

  Business Response

  Date: 09/22/2022

  BBB Response 
  Hello, *******. We sincerely apologize for the misunderstanding that has taken place.  We can empathize with the frustration you must be feeling and would like to summarize what has occurred. 

  
  You initially signed up for TitanPrep membership in 2021. We assisted you with repayment program submission, monitored for errors and kept you updated regarding developments. Upon request, your 2022 membership renewal was paused as you wished to wait for the federal forbearance to end. Your account was halted and membership fees were rescheduled. Several additional times we received communication from you that you would like to postpone payments over a 5-month period. As many of our current clients have made similar requests we were more than happy to accommodate your requests as you made us aware of your wish to wait. 

  
  While clearly this is something you can do yourself, and we state that several times during our initial consultation calls, our clients choose to work with us voluntarily because they do not have the time, energy or desire to do this on their own when considering keeping up with all the everchanging regulations, program updates and additional benefits. 

  
  Unfortunately, no communication was received after to your most recent pause request so the payment ran automatically. Once you closed that initial card and registered a different card, it became difficult to reverse the charge back to your original card, as is standard practice, so a refund check has been issued. We sincerely apologize for these events due to the slight miscommunication and merchant account policies. We addressed the issue as soon as we became aware.  

  
  We hope this clarifies what happened and are available to assist you again in the future, if you choose. You refund will arrive by mail in the coming days.  
  
  Sincerely, TitanPrep Management.