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Business Profile

Student Loan Services

Edu Doc Support

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Student Loan Services.

Complaints

This profile includes complaints for Edu Doc Support's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 7 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/17/2023

      Type:Product Issues
      Status:
      Answered
      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 paid **** for a serviced that they promised to help me with my loan forgiveness, I have waited and they didnt even contact me to tell me now that I have to deal with my loan provider and that I have to do another recertification , if I didnt call to find out they wouldve never call me , theres misleading and promised to help me out , please dont waste our time and money Iam a low income with food stamps and housing and I had to sacrifice to make these payments and at the end of the day it was for nothing, I want my money back asap please and thank u

      Business Response

      Date: 01/28/2025

      We appreciate you letting us know about your negative experience with our company. I am sorry to hear that your experience was less than desirable and that we were not able to meet your needs. Per your request we canceled your file back in 2022 and have been trying to reach out to you to confirm your bank information to 
      issue a refund back to your account. Please contact our customer service department at ************** so we can confirm your banking information to make sure your refund process runs smoothly. Our hours of operations are Monday - Friday 8am - 5pm PST. Our apologies for any misunderstanding and inconvenience this may have caused.

    • Initial Complaint

      Date:02/08/2023

      Type:Billing Issues
      Status:
      Answered
      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 is one of the emails from EDU doc support for the payments I made:Hello *************************,Client ID: ********* This is a friendly reminder for your upcoming payment of ****** on 10/18/2021. If for any reason you cannot make this payment or may have insufficient funds, please contact us immediately to accommodate you. In the interest of finishing your program as scheduled, please make sure that this payment is resolved. If you fail to make this payment it may disrupt your loan forgiveness application process.Do not risk falling out of the loan forgiveness program! We know that these are financially difficult times for you. We understand there are situations that arise which make it difficult to meet your obligations.If any changes need to be made on your account please contact customer service department at ************** on Monday - Friday between the hours of 8am - 5pm (PST) or simply respond back to this email otherwise it will be debited as scheduled.(This is a friendly reminder; Your payment is scheduled to be automatically drafted)Your ********************************** is another **************** <****************************************************************>Oct 11, 2021, 4:11 PM to me Hi ******,You are scheduled to pay 6 payments of $******. You fulfilled 3/6 payments. ********************************* <*************************>Nov 12, 2021, 12:05 PM to Customer I have an urgent question for you I am having calls from people claiming about my student loan payments and I thought this was supposed to be that. I dont understand what is going on ???& Now I am seeing that not only did they log into my Federal student government account & change my password at one point but that non of my payments were ever included even though they claimed they would be. I feel an invasion of privacy, & swindled as a student by their disregard of my apparent struggle.

      Business Response

      Date: 01/28/2025

      We appreciate you letting us know about your negative experience with our company. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.The Client Agreement you signed on July ******* clearly states that we are a private third-party document preparation company assisting assisting borrowers, by placing them into a plan with their loan servicer, and that the payments you were making to us are not going towards your loans and are a service fee for us to complete these documents on their behalf. We will be more than happy to assist you by issuing a full refund but will need to confirm your banking information so we can make sure you receive your refund successfully. Please contact us anytime at ************** Monday-Friday PST. We apologize for any misunderstandings or inconvenience this may have caused.

    • Initial Complaint

      Date:02/03/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      EDU doc support lied about completing services I had hired them for. I paid them $1,199.95 to prepare these documents.and file them with the federal loan servicing company I was with. They agreed to prepare and file documents for my school loan. They were supposed to file the paperwork for a ************** Loan Forgivenesses (PSFL) form as well as apply to the Income Driven Repayment Plan (***) with the department of education pertaining to my school loans. They informed me that they had completed the forms and that I now had a monthly payment to my school loans for $29.99. They started deducting this amount regularly until the pandemic hit. They paused and attempted to start deducting again in March of last year, but stopped after one payment. Recently it came to my attention that I was not enrolled in the **** program. I called my new loan servicing agent to inquire about it, Thai is when I discovered that EDU Doc Support filed fraudulent paperwork to studentaid.gov re my school loans. They falsified information for the *** paperwork and never applied for the ****. I contacted EDU Doc Support to demand all forms and documents re: my school loans were to be sent over to me immediately. They responded with an apology for misunderstanding and stated they would reimburse me for the full amount. I did see the funds were being returned to my account. Once the funds cleared they started deducting the funds from my account again with out my authorization. They have now placed my bank account into a negative balance due to their actions. They are not a legitimate business and are performing fraud on government forms.

      Business Response

      Date: 01/28/2025

      Thank you for taking the time to write a review about your experience with our company. We apologize for any misunderstanding you may have had prior to signing up with us. Our Client Agreement you signed on July 30, 2020 clearly states that we are a private 3rd party documentation company assisting borrowers, by placing them into a plan with their loan servicer, and that the payments you were making to us are a service fee to complete these documents on their behalf. We Successfully placed you in an IDR under the Pay As You Earn Plan with a monthly payment of $0 as of October of 2020. The payment of $29.99 you were making to us was also a service fee for us to submit your recertification for you on your behalf, which was completed on time on October ******* and again on October *******. We then went ahead and canceled your account and issued a full refund as you requested. According to our records your last payment made to us was August ******* and none were taken out after that. Again we apologize for any misunderstanding and inconvenience this may have caused. Please feel free to contact us anytime at ************** Monday-Friday PST. Thank you.

    • Initial Complaint

      Date:12/19/2022

      Type:Product Issues
      Status:
      Resolved
      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 scammed by this company in 2020 Starting May 8,June8,July 8,August8,September 8 ,$199.80 was taken out of my account as well a** $11 each month thereafter.i would like a refund for misleading information about my student loan

      Business Response

      Date: 01/28/2025

      We appreciate you letting us know about your negative experience with our company. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.The Client Agreement you signed on April 22, 2020 states that we are a private third-party document preparation company assisting assisting borrowers, by placing them into a plan with their loan servicer, and that the payments you were making to us are a service fee to complete these documents on their behalf, which was also explained to you again from one of our representatives on September 16, 2020. Our records show that we only received 4 payments of $199.80. We will be more than happy to assist you by issuing a full refund but will need to confirm your banking information so we can make sure you receive your refund successfully, since your file was from the year 2020. Please contact us anytime at ************** Monday-Friday PST. Thank you.

      Customer Answer

      Date: 01/31/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ****** ****

       

    • Initial Complaint

      Date:09/12/2022

      Type:Order Issues
      Status:
      Answered
      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 been scammed by this "student loan company" for almost 3 years. They called me claiming to want to consolidate my student loans and if i payed 300 for 3-4 months then my payments would be lowered to 40$ a month. I am discussed, livid and sad that people still do things like this. I am a single parent and have been tricked out of thousands of dollars.

      Business Response

      Date: 09/14/2022

      Weve searched our records extensively using the customer information provided and have no record of you being a client with our company or any contact made from the phone number provided. If you find this to be in error, wed love to resolve this as quickly as possible and find a solution that works for you. At your earliest convenience, please reach out to us so that we may be able to come to a satisfactory resolution. We can be reached ************* during our hours of operation, Monday to Friday 8AM-5PM PST.

      Respectfully,
      EDU Doc Support

    • Initial Complaint

      Date:08/13/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Doc Support contacted me by phone to set up a payment plan to wash away my student loans. If I paid them 8 payment of $199.88 and $79 dollars a month for 3 years, and then 0 for a total of 10 years my loans would be gone. I have been paying every month since March of 2021. I contacted my loan company who owns my loans and they told me I been scammed, this isn't true. I'm on a income driven plan and I should have been paying nothing. DOC Support is a third party company who has nothing to do with my loans. The money I been paying them, didn't go to my loans at all. I have paid them a total of *******.. I want a full refund. They scammed me, told me the money I paid was towards loans. I canceled my credit card were I paid them, now they are treating to garnish my wages if I don't pay in 72 hours and my loans will go to collections.

      Business Response

      Date: 08/26/2022

      We appreciate you letting us know about your negative experience with our company. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.The Client Agreement you signed on February 24, 2021 clearly states that we are a private third-party document preparation company assisting borrowers with their enrollment into the assistance programs offered by the U.S. ********** of ********** It is also stated in the Client Agreement that your payments go towards our services in preparing your student loan assistance application.We have fulfilled our end of the Client Agreement, as we were able to get your loans consolidated and enrolled into a repayment plan. Since signing up with us, we were also able to recertify your loans for another year.As requested, we have canceled your client file and issued a full refund to your account. Please accept our sincerest apologies for any trouble or inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at what we do.Respectfully,
      EDU Doc Support

    Edu Doc Support is NOT a BBB Accredited Business.

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