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:01/11/2024

  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 may be a legitimate "document preperation" business, but they are predatory and have access to information that they shouldn't have. I have been "working" with them for well over 2 years. I originally got in contact with them by calling who I thought was Navient, they had been harassing me with non-stop phone calls day and night so I wanted to get that resolved. The representative who I originally spoke to, ***************************, was very knowledgeable about my loan and seemed to be a representative of Navient (I also figured he worked for Navient because that was the number that came up on my caller ID) ***** explained to me that Navient was being investigated and sued for predatory practices, he was with a company called Alumni Support Center, and that there was an opportunity for me to save on my loan repayment. The scary thing is he had most of my personal information already (Last 4 of my social, name, address, loan amount, etc.) which lead me to believe the company was legitimate. I gave them my card information and made a 1 time payment of $100 which I was told would go towards my loan repayment. Alumni Support Center emailed me documents to sign and return, which I did, then they started charging me $9.99 monthly. I was unaware at the time that it was a "processing fee" and not going toward my loan repayment. Jump to 2023, my loan was sold (YET AGAIN) to another loan provider named ******. Upon contacting Nelnet to begin making payments again after the "student loan freeze" the representative that I spoke to mentioned never having heard of Alumni Support Center and that my loan amount had not been reduced or paid on. Upon learning this I contacted Alumni Support Center and told them to take my payment and personal information off of their file and stop charging me or I would take legal action. I got a response back via email that stated some BS about me having to be enrolled for 240 months for the loan reduction to take place, but claimed they deleted my file

  Business Response

  Date: 01/12/2024

  I hope this message finds you well. I wanted to address your recent concerns and actions regarding your account with **********************.
  At Alumni Support Center, we uphold a strong commitment to integrity and transparency in our interactions with our valued clients. We specialize in document preparation, offering assistance with the preparation and submission of documents to ensure your compliance with the Federal Forgiveness Program.
  We want to clarify that our role and purpose are clearly defined in our agreement and compliance process. We have never presented ourselves as a student loan lender, as this would not only be misleading but also unlawful. Our primary focus is to support you in the preparation of the necessary documentation for your participation in the Federal Forgiveness Program.
  We genuinely care about the satisfaction of our clients, and we make every effort to address their concerns promptly and effectively. We attempted to engage with you through phone calls and email communications to provide a resolution to the issues you raised. We believe that open and direct communication is essential in resolving any concerns.
  We understand and respect your decision to discontinue your engagement with our services. As per your request, we have proceeded to cancel your account.
  For your convenience, we have provided a link to the information related to the program you enrolled in: *****************************************************
  If you ever reconsider or have any further questions or concerns in the future, please know that we remain here to assist you. Your satisfaction remains a top priority for us.

  Customer Answer

  Date: 01/16/2024

  I wanted to update my complaint after speaking with a representative from Alumni Support Center. She offered to refund the full amount, which in actuality had amounted to $1,129. She claimed to have put the check in the mail yesterday 1/16/24. I will update my claim again in a month, or file a new one if necessary, if I do not recieve my refund.