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:03/18/2025

  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.

  I was misled into believing that Prosperity Bank Services was directly affiliated with ****** for processing my student loan payments. Based on this misrepresentation, I made recurring payments to this company, only to later discover that they had no legitimate connection to *******Upon reviewing my banking records, I found that Prosperity Bank Services fraudulently withdrew funds from my Navy ******************** accounts linked to debit cards ending in 0651 and 3906. The transactions include:Total fraudulent charges: $1,700 Nature of the ********************************************************* falsely claimed affiliation with ****** to obtain my financial information and collect payments.Unauthorized Transactions Payments were debited from my accounts without my informed ***************** Harm These fraudulent withdrawals have resulted in financial loss and undue stress.Failure to Provide Services I have not received any valid student loan assistance or services in exchange for these payments.Requested Actions:I am seeking the **** immediate investigation into this matter and appropriate enforcement action against Prosperity Bank Services for fraudulent and deceptive practices. Specifically, I request:A full refund of all unauthorized charges.Investigation into Prosperity Bank Services business practices to prevent further fraudulent activity.Potential legal action against the company for deceptive financial practices.I have already taken steps to report this issue to Navy ********************, requested a fraud investigation, and canceled my debit card to prevent further losses. However, I believe this company must be held accountable for its fraudulent activities.

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair 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.

  This company in connection with Public Processing *******************************************************************************************, which I also filed a complaint with claim to have provided me with loan consolidation paperwork and a membership with services and assistance in consolidating my student loan, they have provided me with nothing. No emails, no letters, no phone calls, no services. I want my money refunded I have been deducted $289.99 since February 13th 2024. I cannot get a hold of any associate from this company they are taking advantage of graduates trying to pay back their loans.

• Initial Complaint

  Date:03/13/2024

  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 signed up with this company in May 2022, since then they have been charging me monthly $39.99 for services that they have not rendered. When I spoke to the first employee, she stated the company did not complete the information on their end and if I wanted to sign up again, I was able. I asked about a refund for the $919.77, that I was charged already. She gave me a number to a different company. I call the number I was given and they direct me back to **** The next employee tells me they have a refund process but the refund committee would have to review it. When I told him the amounts, he then proceed to tell me they cannot refund the member fee. The supervisor stated it was my fault and they couldn't refund anything.

  Business Response

  Date: 03/15/2024

  We apologize, but ************** is confusing Prosperity Benefit Services with a different company. Her complaints that services were not rendered, and the company did not complete the information on their end,both refer to this other company and we explained this to her when she called.
  We dont know what happened between her and that other company, however we offered to help her with preparing an application for her student loans. She agreed to this and our representative emailed the documents to her. She later called in again to cancel her membership, and we processed this request along with a confirmation by email. Nevertheless, she can still use the prepared application if she chooses to follow the instructions in the email and submit them.
  Though she was denied her requested refund at the time of call were a membership-based company, not a service-based one we ask that she call us again and we can discuss the possibility of a partial refund of her membership dues.

• Initial Complaint

  Date:03/08/2024

  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.

  This company stole money from me under false pretenses and took advantage of me. They stole over $2,000 from me, after telling me once I paid their fees I would no long have student loans, but total loan forgiveness. Then they continued to charge me $39.99 for a membership and when I asked them why, they said it was because they did not get any documentation that my loans were forgiven. I called recently, and they said my loans were in fact not forgiven and blamed the lack of information I was given on my loan servicer. I called my loan servicer, and they had never heard of this company. I looked at the reviews for Prosperity Benefit Services and many others have had the same experience of being scammed out of money due to being told that their student loans would be forgiven. I want all of my money back.

  Business Response

  Date: 03/12/2024

  Unfortunately, there is some confusion in **************** complaint.Prosperity Benefit Services never claimed to **************** that she would receive total loan forgiveness; that is something her servicer would have to ***** (though forgiveness is a part of many Income-Driven Repayment plans).
  On March 4th, 2024, we spoke with **************** and she claimed that we ***** charged her around $200 a month, but we clarified that must have been a different company because that wasnt our membership fee and we have no record of charging her that amount. 

• Initial Complaint

  Date:02/27/2024

  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 contacted by Prosperity Benefit Services portraying to work alongside finanical aid NELNET requesting personal information stating I can cancel my student loans debt by paying $289.99 for six months. Those payments has been electron withdrawn from my bank from August 2022 until January 2023. As well as monthly fees of $39.99 from August 2022 until January 2024. I was told those payments would be applied to my student loans and I will no longer be responsible for student load debt over the course of 20 years. Furthermore, I was told I would not have a monthly fee of $39.99 since I paid the monthly fee of $289.99 for six months. However, I spoke with a representative from NELNET who informed me, there has not been any payment accredited to my student loan account.

  Business Response

  Date: 03/12/2024

  Regrettably, ******************** is confusing Prosperity Benefit Services with another company. She was referred to our company by a document preparation company because they determined our membership services might be a good fit for her. We never contacted ******************** stating we worked alongside ******,neither do we claim that we can cancel anyones student loan debt. Charging someone $289.99 for six months is not a membership plan of ours.
  In order to become a member, a potential client must go through a series of questions that outline all the terms and conditions of membership with us. Two such questions ******************** was asked if she understood that our membership fee is recurring monthly and that this fee is not paid toward her student loans.******************** replied in the affirmative to both questions, indicating that she understood.
  ******************** reached out to us near the end of February this year and we explained all of this to her. We did cancel her account at that time, as she requested.

  Customer Answer

  Date: 03/20/2024

  I did not agree to any terms of being charged a recurring fee. I was told there wouldnt be a fee by me paying the $289.99 for 6months which will go towards my student loan. If you all did not receive the $289.99, then who do? Because my student loan financial advisor them do not see anything towards my loan. 

  Business Response

  Date: 03/27/2024

  As stated in our initial response, ******************** was referred to us by her document preparation company. We assume she is confusing their fee with our monthly fee because we do not charge $289.99 for six months.
  We apologize if there was confusion there, but as we said,we cancelled her account with us when she reached out.

• Initial Complaint

  Date:11/20/2023

  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.

  On 10/13/23 I called Prosperity Business Services after my mother received a letter mimicking that of a federal document from them regarding my federal student loans, which we figured was only because I was a minor when I started college. The entire call I was pressured to act right then, including sending over paperwork needing to be signed and sent to my agent without reading it first. After signing, which I admit is my fault, my agent assured I could call and email her with any questions. Once I read the whole document I tried calling my agent's direct line with pressing questions about information in the document contradicting what I was told on the initial phone call several times and only reached voicemail. The next day I sent an email with my questions, attached below, and concluding with "These points combined make your business sound like a scam." Later that day, 10/18/23, I received the following message from my agent: "i called you there is no voicemail setup.. when can you schedule an appointment to go over this again." I never received a call and I do have voicemail set up, and coupled with the sudden poor grammar raised even more red flags. Despite calling multiple times, leaving voicemails and a callback number, and expressing I wanted to cancel my agreement, I never got further communication. The general Prosperity Business Services helpline only said that the only person who could help was my illusive direct agent. On 10/20/23 I was charged $1,539.99, which I disputed with my bank. I also had to put a stop money order on DocPrepPay, the company collecting the payments. I've received multiple emails from multiple people under ***************** Services since about a paper information packet, but nothing from Prosperity Business Services. After not hearing anything from anyone for a month, even a simple notification to answer my questions or that the agreement was terminated, I sent a formal cancellation letter through the mail on 11/17/23.

  Business Response

  Date: 03/12/2024

  First, we apologize for replying to this complaint in such a late manner.

  
  After reading this complaint, it appears Ms. ************** issue is with a different company, not Prosperity Benefit Services. She even mentions a different company by name in her complaint.

  Nevertheless, we received a letter from **************************** requesting to cancel her membership. Her membership was cancelled on November 30th, 2023 and she received an email from us the same day.

• Initial Complaint

  Date:07/21/2023

  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.

  This particular company has been charging me for years for services they're not even providing. I have continued to get charges from a third party company called doc prep pay prosperity said they are helping me file my documents that are free pretty much everywhere else. I started working with another company Mohela that helps with your settlements and or loans being paid back for your schooling. I have not been charged for anything with this particular company. The sad part is I canceled my services with prosperity over 2 years ago to my knowledge I think the transactions were just changed as far as the name and now I'm being told I'm being charged for documents that I don't even know about that I haven't even filed or needed or requested every month for $40. I tried to look up the company doc prep pay with the Better Business Bureau to file a complaint against them their name doesn't even come up so I can't even file a complaint against a company that is basically unheard of I continue to ask Prosperity what exactly they're doing for me and what exactly I'm paying for they couldn't give me a clear answer except for "DOCUMENTS" which is the worst explanation I've ever heard in my life. I called this company and canceled a couple years ago so I feel like it's my word against theirs I don't have any proof that it was canceled but all I know is I'm still being charged I had to close my account because for all I know though just change the name again and I'll continue being charged from a different company or third party that they're saying that they used to receive payments that they still shouldn't even be receiving SMH. If people are already having to reach out to companies to help them pay off loans and or get assistance it's sad that you have to worry about being scammed. I'm sure the odds will be getting this money back is slim to none, to make things worse when looking up the third party company it says they're involved in a class action suit.

  Business Response

  Date: 07/27/2023

  After a thorough investigation of the issues the client raised, we would like to provide some clarifications.
  
  1. The client enrolled with our companys membership on May 29, 2019, which explains her monthly fee.
  2. The client is being charged by a third-party payment processing company that will charge our members on our behalf. Doc Prep pay is not a servicing company, but a payment processing company that we work with.
  3. Client never terminated her agreement with our company. We have a cancellation process that requires the client to submit correspondence with any request. If she cancelled, she would have a written notice, since she is the one who would of sent it in.
  4. Client says we never did any work on her behalf, we can provide a timestamp showing the contrary. We worked with the client for over three years.
  5. The Client states she asked what we do, and we responded with DOCUMENTS, This is a false statement. None of our records indicate that. Must be confusing that conversation with another company.
  6. Client is accusing our company of changing company names to continue to charge her account. Not only are these false accusations by the client, but we have been operating under the same business name for over six years. This information is under her signed agreement with our company, which she has a copy of.
  7. Prosperity Benefit Services is not named in any class action lawsuit, or any lawsuit for that matter. The attachment provided by client regarding the lawsuit is not affiliated with us whatsoever.
  8. We made the effort to resolve this matter with the client on July 25, 2023, but she refused to have it resolved directly with our company.
  9. The client has worked with us for over three years, she never had any issues working with us until now, she never expressed any concerns during that period.

• Initial Complaint

  Date:07/12/2023

  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.

  This company particularly representative *********************** led me to believe if I joined the program I would have my student loans forgiven. I sent personal documents and income for verification to this company and sent an initial payment of $1,138 that I couldnt even afford I was trying my best to make the right decisions in getting debt relief from student loans and I was led ti believe this program was the solution but its fruad. And when I reached out to *********************** in regards I never heard back from him since.. its such a shame to be conned. I just want this misery over with and a full refund! I tried to issue one with my bank but I couldnt since it was after the ************************************************* the program awaiting results! Only to have nothing but a silly service that I could have done myself. It had nothing to do with anything towards student debt relief. Such a **** shame! I want my full refund I deserve so I can make better use with my money in these hard times! Not taken advantage of. Im so upset!

  Business Response

  Date: 07/13/2023

  Thank you for bringing your concerns to our attention.

  Firstly, we want to clarify that the representative being mentioned in the complaint is not affiliated with Prosperity Benefit Services. Therefore, it seems there has been a misunderstanding or mistaken identity.

  Additionally, we do not offer the specific service being mentioned in the complaint. It appears that the consumer *** have been referred to us by another company, but we do not engage in the program being described. We apologize for any confusion caused by this referral.

  To address your concerns effectively, we recommend reaching out directly to the company that referred you to us. They will have the necessary information to assist you and clarify any miscommunication that *** have occurred.

  We apologize for any inconvenience this *** have caused, and we hope this clarifies the situation. If the client has any further questions or requires assistance within our scope of services, we would be more than happy to resolve all concerns via telephone.

• Initial Complaint

  Date:06/29/2023

  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 made payments November 7th 2022 of $289.74 reoccurring December 7th 2022 January 18th 2023 February 2023 March 2023 April 2023 I spent $1,238.94 the representative explained to me that I was in the clear of up to $20,000 once I made these payments I asked for a refund they said they couldn't give me a refund only refund they gave me was the reoccurring $39.99 one time after I canceled it. The transactions were made through my **** of *************** account. I called my student loan ****** and they explained to me the ***** administration did not pass the law yet that I am being scammed my loan is still on pause from covid-19. I noticed prosperity benefits services is using nail nuts address but the *** code is different.

  Business Response

  Date: 07/07/2023

  The client acquired a membership with Prosperity Benefit Services on 10/31/22. The payments she mentioned of $289.74 were not payments made to Prosperity Benefit Services, and in fact were payments made to another company that she hired for other services. We understand her concerns regarding her student loans and student loan consolidation, but unfortunately thats a service we did not assist her with and she would have to contact the appropriate company for further assistance.

  We spoke to the client on June 14,2023. During that conversation the client had questions which were all answered. The client decided to terminate her membership and a partial refund was mailed to the client. Most of her concerns on the complaint do not pertain to Prosperity Benefit Services, but we would be more than happy to further assist her with any questions regarding our company.

• Initial Complaint

  Date:01/30/2023

  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.

  In June of 2019, I looked into consolidating some of my school loans to get on a payment plan that lowered my student loan payments each month. I began this process with the help of Prospertity Benefit Services. I have been making payments to this company since then, under the impression that the money I paid them was to go towards my student loan payments. Last week I discovered that the company that now has my consolidated loans (Nelnet) has never received any payments from me. I contacted Prosperity Benefit Services today and was told that my payments were going towards a membership that I have with their company. In total, I have paid this company roughly $2,400 over the last three years for a membership with them so that they could "help consolidate other loans in the future." *********** has not done anything to help me in the last 3 years to justify these payments. I have not attempted to consolidate or do anything with my school loans since 2019. I hadn't even received any contact from this company since around the year 2020. I would have cancelled my "membership" with this company years ago had I known that the money I was paying them was not contributing to my student loan repayment. I believe that I was taken advantage of. I do not expect to receive a refund at this point because I understand that I had initially authorized payments to Prosperity Benefit Services. That said, I do not think that this company was right in continuing to take money from me because they did not help or contact me in years. This is a bad business that took advantage of a young graduate who was just starting to learn how the adult world works. I thought I was helping my future self by paying this company, but I was wrong. I'm not sure that they falsely advertised to me, but I do think that they did not do enough to explain to me exactly what I have been paying them for. I have stopped all future payments to them. I hope to help other graduates from falling prey to this company.

  Business Response

  Date: 02/03/2023

  The consumer was referred to our company (Prosperity Benefit Services) by her document preparation company because they found her a good fit for our membership. In order to become a member, the consumer must go through a compliance call that outlines all the terms and conditions of the membership. Upon the consumer agreeing to the terms, they are required to sign an agreement that also outlines the terms of the membership. The consumer went through the compliance call and signed the agreement and decided to acquire the membership from us on May 20, 2019. Our company is membership based and offers a variety of services for our members to use when necessary, at no further cost.

  
  The consumer was never told by Prosperity that we would take charge of her student loan payments, it is not a service we provide. The consumer either misunderstood or is confusing is with her document preparation company. We have also made many attempts to contact the consumer over the past years but the consumer was non-responsive.She was contacted multiple times throughout the year for updates regarding her service.

  When the consumer finally called us back, she stated that she believed we were paying her student loans and decided to cancel her membership.Again, Prosperity made it very clear that we do not make any payments on her behalf and it would be impossible because we dont do the type of student loan services she is describing, we believe she is confusing us with her document preparation company.

  We have no issue working out a refund as a courtesy to the consumer, but a full refund is out of the question since services were rendered. We would recommend she contacts the correct company so they can help her resolve her issues.

  Customer Answer

  Date: 02/07/2023

  After speaking with the supervisor, *****, I now understand that this company had been submitting recertifications for my student loan repayment plan from the years 2019 to 2020. I definitely did not understand that this is what I would be paying for when my information was passed along to this company. That is my responsibility, and I will take accountability for that. That being said, I didn't even realize that there was a difference between the Prosperity Benefit Services and my actual loan servicing company, which is why I misunderstood what the monthly payments were for. What I don't understand is why I was making monthly, year-round payments for a service (the recertification process) that was only used once a year. I could justify making a payment for when they do the recertification on my behalf, but this service probably only took a couple of weeks to process on their end. I should have only paid for this service when it was used rather than be put into a membership with this company. I'm not sure how they think this is an okay business practice. Again, as stated in my original complaint, I feel that this is a bad business practice and very misleading.

  Most importantly, because student loan repayments were paused in March of 2020, I don't understand why would I need to pay this company from 2021 to early 2023 for doing nothing on my behalf. This is absolutely unethical. They were not or should not have been doing any loan recertification services on my behalf because of the national student loan deferment. I feel I am entitled to a refund for the years 2021-2022 (roughly $960 in total) because of this.

  Business Response

  Date: 02/08/2023

  Prosperity's membership comes with various services, not just recertification assistance. The consumer was more than welcome to use any of the other services we offer while her membership was active. The consumer would use the recertification assistance service as their primary service and through this process, we found it very difficult to reach the consumer most of the time. We successfully completed recertifications for the consumer. 

  We understand that many received automatic forbearances from the ********** of ********** However, it remained necessary to keep up with the recertification for the servicers to have updated information from all consumers. During the year 2020, we attempted to contact the consumer many times without being able to reach her. To be successful with the recertification, communication with the consumer is essential; otherwise, applications get delayed or denied. 

  In 2021 we continued communication with the consumer's servicers. There were times we needed new documents from the consumer,  and the consumer remained non-responsive. We can confirm that phone calls were made, and emails were sent to the consumer asking for a callback. 
  
  

  Overall, communication with their servicers remained intact, and recertifications were still necessary. The annual recertification would only benefit the consumers, regardless of a forbearance being in place. We would have to disagree with the consumer that "Nothing" was done on her behalf, especially after being non-responsive most of the time. We did offer a partial refund to the consumer over the phone, and that option will remain available.

  Customer Answer

  Date: 02/14/2023

  I would like to see the log of attempted phone calls, the number of voicemails left, and the email log of how many times you tried to reach me. As far as emails go, I'm pretty positive they were sent to my spam mail folder, which I do not check. As far as calls go, I know that it wasn't until I reached out to you this year that I had your number saved in my phone. If you had attempted to reach me, I did not have the number listed, and it is likely they were labeled as spam calls to my phone. Because again, as previously stated, I did not realize that my information was passed along to your company. I thought you were the same company that I originally sent my information to, which was called Bridgepoint Benefits.

  These "failed" attempts to reach me lead to you giving false information on my recertifications because I have moved and changed jobs several times since this relationship began.

  I still do not understand why any recertifications would need to be done when no one is required to pay back student loans because of the national forbearance. 

  It is obvious that I did not use any of the other services that your company may offer, as I did not realize I was paying your company in the first place. I still don't understand how you can justify me paying for a service all year round that I did not use. I would still like the refund of $960 as previously stated.