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:09/14/2025

  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.

  In ******** I hired Ipsan West (Bill **********************, *********, **) for student loan settlement/credit services. I paid a total of $15,500 ($15,000 for payoff + $500 fee). Later **** refunded $2,500, saying he could resolve for less, leaving $13,000 still in his possession.For the past 5 years I have repeatedly requested bank-grade proof that my funds were remitted (wire confirmation, ACH trace, or DOE posting reference). None has been provided. Instead I have received shifting explanationsclaims of payments, refunds, or delayswithout any supporting documentation.On July 14, 2025 the **************************** ************************ confirmed in writing that no payments were ever credited to my account. This directly contradicts Ipsan Wests repeated assurances that the loans were resolved or that the money was disbursed to a collection company.I also confirmed with the ************** that Ipsan West does not appear on the **************************** registry (No Record). I submitted San Diego County Fictitious Business Names tied to Mr. ********************** for cross-reference and requested any bond filings from the California Secretary of State. Despite requests, Ipsan West has not provided the legally required CSO documents, including:The Information Statement with surety/bond details *** registration certificate/number $100,000 surety bond information Monthly statements/accounting of how my funds were handled Harm: Direct loss of $13,000, loss of use of those funds for more than 5 years, exposure to additional interest and penalties on my loans, and significant stress from years of shifting explanations without documentation.Resolution Requested: Full refund of $13,000 plus statutory interest; or verifiable bank-issued proof showing the funds were actually applied to my loans, along with the legally required *** registration and bond information.

  Business Response

  Date: 09/15/2025

  Dear ****** K and BBB, we have all of these items and documents, as well as important others that pertain to his file work and we will not post or disclose them to the general public nor to him as they are part of the defense team if wants to go to court. He is asking for many actions that change continuously and are inconsistent with the final result we both need and want. Whatever or how many posts he will do will not further the conversation to close this out. It will only extend it as we have to address these almost daily post that come in the the early morning of the weekend hours. We have our Bond and by personal recent email communication to him I asked him if he wanted to hit the bond which he can do however, I explained it is time consuming and it is not immediate. And that he cannot have both the BOND action or the refund. In addition he has asked for various amounts of financial payments which change and once we complete the investigation with collection company and other factors we will reach out to him at that time. ****** is and has been aware that we are working with legal and that we have already addressed him by email as recently as last week that we will be responding to him once we have answers back from legal.. 

  Customer Answer

  Date: 09/15/2025

  Mr. Ipsans reply contains misrepresentations and does not address the core issue. He claims to have all of these items and documents but refuses to provide them to me or the BBB. As the paying customer, I am legally entitled to proof of how my funds were handled. For over five years I have asked for basic documentation showing that my $15,500 was transmitted to the **************************** or Coast Professionals, and none has ever been provided.

  He states I am asking for many actions that change continuously. This is false. My request has always been the same: proof that my funds were properly applied to my loans, or a full refund with interest if they were not. These are consistent, reasonable, and directly tied to the services I paid for.

  His discussion of a bond is misleading. Filing a bond claim is my legal right and does not cancel his responsibility to issue a refund if no payment was made. Despite repeated requests, he has not voluntarily disclosed the bond information as required under California law.

  The claim that an investigation with a collection company is ongoing has been repeated for years. The *********************************************** have already confirmed that no payment was ever received on my account. There is nothing left to investigate.

  This pattern of delay and evasionpromising responses soon, withholding documentation, and shifting explanationshas continued since 2019. I respectfully maintain my request: either provide verifiable proof of payment on my behalf, or issue a full refund of $15,500 plus interest. His refusal to produce documents only confirms that no payment was made and that I have been wrongfully deprived of my funds.

  
  

  Business Response

  Date: 09/15/2025

  BBB is not a governmental agency and is not mandated to make any decision(s) on behalf of ****** * or our company. Considering ****** has continued to pursue all three options at the same time, we reserve the right to pertinent information by legal in our defense in the interest of the court if and when such event occurs.

  ****** is requesting all three at the same time:

  1) To hit the Bond that we do have for $ *******. 2) To sue us which at this time has not occurred and/or 3)  To obtain the refund which he adjusts depending on the week from different amounts. Legal has been addressing the settlement refund option but will have to shift depending on his choice. 

  This we have been addressing him directly based on new information obtained, almost weekly, but he has something more to share publicly which has nothing to do with our mutual desired outcome.

  All three of these actions he is pursuing at the same time cannot be all of them. He has to choose one of them.  So we can determine the potential outcome. Mr. * is aware as of last week and our previous responses to his email directly and here as well, that we have previously stated that legal is shifting managing multiple outcomes depending on his choice. The initial and most recent we believe will be concluded with the settlement which we both have been in communication with but he insists on certain immediate time constraints that we cannot guarantee. We are doing the best based on all that he is throwing at us and once legal reports to us, as we have stated in earlier emails he will have to sign off based on our mutual agreement and this should be concluded. The more he does throw at us the more we have to deal with in legal and in responses which potentially takes away from the mutual desired outcome.

   

  Customer Answer

  Date: 09/22/2025

  I respectfully disagree with the businesss characterization of events.

  Consistency of Claim: From the beginning, my claim has been clear and consistent I paid Ipsan West $15,500for student loan settlement services. Mr. ********************** refunded $2,500, leaving $13,000 in his possession. Despite five years of requests, I have never been provided with verifiable proof that any portion of my remaining funds was transmitted to the ****************************. On July 14, 2025, the Department of *********************************** confirmed in writing that no payments were ever credited to my account.

  Settlement Options vs. Rights: The company misrepresents my actions by saying I am pursuing all three options at once. As a consumer, I am entitled to pursue all legal remedies available under California law: (a) filing a civil lawsuit, (b) submitting a bond claim, and (c) requesting restitution. These are not mutually exclusive, and it is inaccurate to suggest that I must choose one. In fact, the ************************** Act expressly authorizes recovery from both a bond claim and civil action if damages are not satisfied.

  Changing Amounts: The company claims I adjust the refund amount depending on the week. This is false. The amount owed is fixed and documented: $12,500 principal + $500 service fee + interest/damages. My settlement proposals have varied only because Ipsan West has refused for five years to return my money, forcing me to calculate statutory interest and damages as time passes.

  Delays & Shifting Explanations: The business continues to delay by referencing legal review without producing any results or documents. For over five years, I have requested basic proof such as wire confirmations, cancelled checks, or accounting statements. None have been provided. Instead, Ipsan West has repeatedly shifted explanations and timelines