ComplaintsforDocuPrep Xpress

• Initial Complaint

  01/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  July 2021 Docuprep xpress contacted me about student debt forgiveness. I googled the business to make sure they were real and they were. Then I signed up for their program which required me to give them my full name, my social security number, my home address, and they have access to withdrawal from my checking account. When I signed up for the program they said I would be paying a year at $150 a month and then the remaining 3 years at $50 a month. I received a piece of mail from Nelnet, late November early December 2023, which is who my actual student loan is through. It was informing me that I still owed the total of my student loan, as of July 2021, to them. I called docuprep xpress to ask them what was going on and they proceeded to inform me that the agreement had not been for a 60 month repayment plan but a 240 month repayment plan which would then equal out to me paying them around $15,000 for an $8,000 student loan debt. I contacted the department of education and ******, finally being able to talk to someone, and was able to confirm that they did not work with docuprep xpress.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  For the past 3 years I have thought I was paying my student loan payment with Docuprep Xpress the amount of ***** per month. But when I had filed my taxes this year my tax accountant brought to my attention that Docuprep Xpress is a scam. I talked to Docuprep Xpress as to where my student loan payments are going to. I had spoken to one representative and they said that it's going to re certification fees. And then I spoke to process manager ***************************** and she says it's going towards my Student Forbearance Forgiveness program. Another thing I find funny about this organization is that I was checking the amount of the money I owe for student loan through studentaid.gov I have not seen in change or decrease in the amount I owe back. Another thing I find funny is that I don't have an online account to actually check or have access to any documentation in regards to my student loans. I either have to call or email them about it. I later saw that I am actually sign with an actual loan service provider called ****** that's not charging any student loans till October due to Covid. That being said, I asked the process manager to cancel my agreement with Docuprep Xpress and to recover the payments I made for the last 3 years. Her response was that she can recover the payments for this year but not previous years. And she refunded me the payments I made this year the amount of ******. My desired solution is that I like all of my payments from the past 3 years refunded to me back in my account including the installment fees I made. Docuprep Xpress owes me a total of ******* from when I started on June 26, 2020 to December 26, 2022. Because I felt like I wasted the past few years paying out of pocket for nothing. This would do me a great deal! Thank you for time.

  Business response

  07/27/2023

  Hey ******,
  
  The company that held your loans previously was ***********. You paid our company to assist you with the enrollment process of the Income-Driven Repayment programs which gives you a payment plan based on your financial situation & family size. This program also allows forgiveness at the end of the term if there is any remaining balance. Furthermore, you are now held with Mohela because of the consolidation that was submitted along with the *** program. Therefore, we did exactly what you paid us to do. Every client we enroll goes through a series of compliance question to confirm who we are, what we are doing for you, and where your fees are going. To address you having the same loan balance, yes that is because you are in a program that allows you to pay $0.00. The monies collected from you does NOT go towards your student loans, which was also made transparent to you upon enrollment. We want you to know the payments were not for nothing. Because of the services rendered, you were able to successfully consolidate your student loans, place you into the *** program, and apply the **** benefit which allows you to have loan forgiveness on 120 month terms, rather than a 240 month term. You've been dealing with these loans since 2015. For 5 years, up until you enrolled with us, at any time could you have been enrolled into these programs and apply ****. But yet again, your loan servicers either withhold the information or simply do not tell you how to qualify. We have sent a partial refund already. If there is any further explanation needed please give our office a call and we will try to accommodate you as much as possible. Thank you.

  Customer response

  07/29/2023

  Hi there,

  So actually when I was with my loan service provider they did require me to apply each year for the *** form. I had spoken with your representatives name **** or ******** in ************************************************************************************** to that belief. So thats why I am inquiring my refund. Yes I did receive partial refund but I like it all in full since I am officially no longer interested in Docuprep Xpress anymore.

  Thank you for your time

  ******

  Business response

  08/07/2023

  ******,
  
  We have cancelled your account with us. Our team will discuss what we can do for you regarding additional refunding. You will hear from us within the next ***** hours. Thank you.

  Customer response

  08/10/2023

  Greetings ********,

  Thank you for your message. However from the looks of it my account throught ********************** was already cancelled back on June 14th by your processing manager *****************************. And I did see more refunds popping ** in my bank account. And actually if you can discuss with your team about making sure every last cent of my hard earned working money is refunded me that would make me a very happy camper and to put this situation to rest once and for all.  

   

  Thank you

   

  ***********************

• Initial Complaint

  02/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On or about May 22,2020 I received a phone call from ***************** from DocuPrep Xpress on behalf of the Student Loan Forgiveness Program in terms to help me with the application process. He stated that he was working with the department of education. I had to pay $166.50 x 6 = $1,256.50 which he claims is the company's fee to help me process the application and additional paperwork. Each year after I was told that the fee of $295.00 due for recertification each year until notified that the student loan was forgiven. I begin be feel uncomfortable about them so I contacted the department of education to see if they had ever received my student loan forgiveness application. They told me no in addition I could not ever get into my account because DocuPrep Xpress had created an account on my behalf. I contacted tech support, changed my password and discovered I missed the opportunity to sign up for the student loan forgiveness program myself. I made contact again with DocuPrep Xpress due to a week prior of paying another 1/2 fee of $****** telling them what I had learned, and they were upset and told me they would refund my recent payment of ****** and canceled my case as I requested on or about 1-24-2023. I want all my money back. I have been deceived and very unhappy about this. I am submitting an additional letter with a little more information explaining my mishap with this company. I have keep in contact with these people waiting to hear that my loans had been forgiven or some part of it forgiven and wondered why was it taking so long, they referred me to information in the news about that president ***** had the forgiveness program on hold, then confessed to me after my questioning that they was actually operation a loan consolidation program for student loans, I told them this is not what I signed up for. The call ended abruptly, and few days later I was credited $****** but I want all of my money back from the start to the end as claimed recert fees.

  Business response

  03/02/2023

  Hey *******,
  
  Lets recap your time here with us as you've been a client with us since May of 2020. Prior to working with us, you were with a company called Fedloans servicing under a repayment program that asked you to pay $500 a month. After going through our services, we were able to successfully enter you in the best possible program, the REPAYE. This allowed you to have a $0.00 payment on your student loans as you are on a fixed income and no possible way to make a $500 payment to Fedloans. Fast forward 2 years later, ******** did not renew their contract with the **** so they sold your loans over to ******. Mind you, for the past 2 years we've also submitted your Re-Certifcation for the program to maintain your REPAYE Program. Furthermore, we did in fact submit the ***** cancellation on your behalf as well, but it would discharge 10k of the 90k+ loans that you owe. Therefore, your REPAYE program is still a priority that must be resubmitted ever year to maintain the $0.00 payment, which we've done every year successfully. *******, as explained to you during the phone call, the loans are not discharged until you reach 240 payments (20 years). Based on your example, if you have been in the program now for 3 years you would still have 17 more years to go of paying $0.00 towards the loans. The only thing your responsible to do is to make sure you recertify each year otherwise that payment will go back to $500 or more through a standard repayment. We would be more than happy to clarify this over the phone and answer any concerns that you had, just based on our last phone call you would not let our representatives answer your questions without interruptions. We will reach back out to you again and hopefully we can resolve this internally. Thank you. 

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Student Loan Scam - Docuprep Xpress collected information and said they would consolidate student loans on my behalf. They collected monthly payments of $333 that they claimed would be paid to my new loan servicer after consolidation. In addition to the $333 monthly payments, they collected $39.99 each month for their "services." There was no attempt on their behalf to either consolidate my loans or apply my monthy payments they collected to my existing loans. When confronted about why no payments or action was being taken, they lied and claimed there was an issue with my social security number. I recieved this lie several times after speaking with a few different people on separate occasions. When it became clear to me that I was being scammed out of my monthly payements of $333 and $39.99, I confronted a supervisor requesting that I recieve a full refund and that I be unenrolled from any further payments or withdraws. As of today, 10/21/21, they did comply and refund me.

  Business response

  10/25/2021

  Dear ****,
  
  We sincerely do apologize for your experience here with DocuPrep Xpress. Your consolidation application was submitted properly, but we did infact received a denial letter because the information you had given us was not consistent with the DOE's records, therefore we had issues completing the services. Cases like this, where the information does not match, they do not give us a specific reason, it can be social, dob, name, maiden name, address, etc. Upon reaching out to you to confirm that information, it seems you made a mental decision not to proceed any further, and we could not work together to solve the issue. Regardless, we wish you the very best and hope you find what you are looking for with your student loans. As requested, we sent a full refund on your account. Thank you. 

• Initial Complaint

  06/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company claimed to be student loan forgiveness program! Attempting to collect over $11,000 !

  Business response

  06/24/2021

  *****,
  
  First off, you signed a contract to pay a fee of $999.00 for our services, not $11,000.00. Furthermore, we did not claim to be anything other than a doc prep company assisting students like yourself with the application process for the loan forgiveness program. Your currently owe $16,903.00 ALL of which is currently defaulted and with collections. You enrolled with us on 6/21/2021 & requested to cancel on 6/23/2021 which was confirmed and cancelled. We truly hope you find a solution for your student loans. Thank you.

*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. ↩