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Business Profile

Debt Consolidation Services

National Student Servicing

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Debt Consolidation Services.

Complaints

Customer Complaints Summary

  • 27 total complaints in the last 3 years.
  • 2 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/03/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 trying to reach them in order to pay my monthly payment, but have been unsuccessful. My debit card that they had on file for automatic payments was compromised so I had to get a new one and have not been able to reach them to give them the new number. I am now months behind and do not know what to do. Please have them contact me.

  • Initial Complaint

    Date:09/20/2023

    Type:Order Issues
    Status:
    Unanswered
    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.
    Have been trying to contact *************************, or anyone in billing, for quite a while. Have sent emails, texts, phone calls, everything but Carrier Pigeon, to notify National Student Servicing that I have a new DEBIT card and to supply them with the information. Have received no answer, phone call, email, from anyone concerning this matter. I would sure like to straighten this out once and for all, please call me at **************, cell, or ************** home, *************************!!

  • Initial Complaint

    Date:09/19/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 trying to contact NSS for over a month about closing my account as I have fully paid of my loans and no longer need their services. I have called, left voicemails, sent emails, and even tried the text number left on their recording. With over 13 varied attempts to contact them I have not heard a word back and have still been charged two additional monthly fees ($19.50 each). It seems filing a complaint is the only way to get a response and resolution.

  • Initial Complaint

    Date:09/11/2023

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Since June, 2023, I have been trying to resolve my past due account with to get the monthly payment issues resolved. This issue was out of my control due to replacing the cancelled debit card three times because they were compromised after three bank alerts. In May, via email, I asked her to send the credit card form to fill out, which was their secure process, but I did not get a response. I was also afraid to expose the new credit card via email. On June 9, I received this email: This email is a reminder that you have a payment that declined. If you have tried to reach our office and have not received a response. Please reply to this email "TICKET" and we will provide you a ticket number. I responded on June 12 but did not get the ticket number. I resent emails: Please retrieve new number per phone msg; June ******* Declined: I texted the credit card information to ************ several times. ****************** has had all my card information since July 3rd, 2023. In my email, I also attached the screenshot with my security code to today's 7.31.23 text message to ************. I am highly frustrated my email replies and phone messages have been IGNORED. I did as they asked but my account still not been resolved. I kept calling but they ended up going into voice mail or flubbing, or hanging up the phone call. In June, ****************** asked if she could debit my card for the past due POST COVID RELIEF HARDSHIP payment. But the text message with my new card requirement they needed to debit was not processed. If someone could call me instead to resolve the matter that would be great as it is now September and the account issue is still unresolved. But the text message with my new card requirement they needed to debit was not processed. I wish to continue with the service. If someone could call me instead that would be great as it is now September and the account issue is still unresolved. I am in the dark about the repayment amount starting in October. Help please.

  • Initial Complaint

    Date:08/21/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Please note that I have been trying to contact NSS for the last month in response to their email regarding the application renewal amount and an email I received from Nelnet. I have reached out via email, voicemail and text message, and not have heard back.I understand that there may be a back log and that everyone is swamped, but at least get back to me timely stating that someone is working on my account or there will be an update soon.This is VERY VERY critical as the repayment amount is extremely high and Nelnet is stating that I have to start repayment in October 2023. It is already August 2023 and I do not want this to be handle last minute. Ultimately, this is extremely important as I am currently unemployed and not earning any income except unemployment, which barely gets me by.I hate to have to submit a complaint, but someone needs to reach out ASAP and get this taken care of, or at least reach out with a reply.

  • Initial Complaint

    Date:07/07/2023

    Type:Service or Repair 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 have been paying this company $19.50 for close to 10 years. I have tried to cancel their service but was told I could not do so. I have tried to contact them via phone and email, but have gotten no response back. I have tried to go to their website, but it is not a working website. I no longer need their services and have put a stop payment on them because after much effort to contact them to cancel they have not responded.

    Business Response

    Date: 07/07/2023

    To Whom It May ***************** recently received an email by the client *********************** today at 6:59 AM requesting to cancel services. First email ever received and has filed a BBB report when we have no other communication with client. Client was contacted 3 times by phone and no answer and a message was left on her phone on how to cancel her services with NSS. I also sent her an email in response to her email:

    (CLIENT)

    lynnstinson24
    6:59?AM (9 hours ago)
    to me

    Please contact me with a working website that I can log into and see my account information.
    I would like to cancel my services with your company as soon as possible as I no longer need them.
    Thank you
    ***********************

    (AGENT)
    ***Reply to client:
    Hi ****,
    Thank you for your email, I tried to reach you by phone just now and left a message. If you would like to cancel services you will need to write a letter of cancellation and explanation of cancellation. Be sure to include your signature otherwise it will not be valid. Once your letter is received by email we will close out your account as soon as possible. Try to send it in before your next payment that is due on 07/13/2023. Thank you for your patience and wish you the best of luck.

     

    We hope that ******************* will follow cancellation policy to ensure her request. Thank you.

    Customer Answer

    Date: 07/08/2023


    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:07/05/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 tried to call, email and text National Student Servicing about my monthly payments for$28.00 for the student loan program. I noticed that the last payment they took out for my account was April 2023. I have not heard anything from them regarding why they have not taken the May or June payment.There is no one there to answer or return a phone call. I really do not want to be dropped from a program I have been in for 9 years. What can I do?

  • Initial Complaint

    Date:05/23/2023

    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.
    My loans were paid off 5 months ago however National Student Services keeps charging $19.50 a month. They dont answer their phone and the charges keep coming. Looking for some refunds.

    Business Response

    Date: 05/24/2023

    To whom it may concern: 

    After checking on client's loans, we have verified that clients loans were reported a zero balance. Therefore we have cancelled the account as of 05/23/2023. 

    ************** and wife were contacted and explained about the cancellation process and let them know that account was cancelled after receiving their email yesterday 05/23/2023. We also mentioned to clients that there will be no refunds because they still had a balance on their loans. No more charges will be processed.

    This matter has been resolved.

  • Initial Complaint

    Date:04/14/2023

    Type:Service or Repair 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.
    Over a month ago, I wanted to get in contact with National Student Servicing about needing to get a payment issue resolved. This issue was due to having to replace my lost debit card. I have tried and failed to get any sort of response from them through email, text, or phone calls. Yes, they reached out to me on March 16th and said I could contact them anytime. I did try once but ended up flubbing the phone call. If they could call me instead then that would be great.

    Business Response

    Date: 04/22/2023

    Client was contacted on 04/19/2023 and we have resolved this matter. Thank you

    Customer Answer

    Date: 04/22/2023


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They did contact me and the complaint was resolved. 

    Regards,

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

     

  • Initial Complaint

    Date:04/09/2023

    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.
    National Student Servicing advertised as a student debt consolidation service. They have now been charging $19.50/** for several years, but have not made any changes to my actual student debt amount. I have requested to discontinue billing as they have not done what they advertised, but they have been unresponsive and continued to charge. I need help to have them stop charging my account.

    Business Response

    Date: 04/17/2023

    To whom it may concern:

    We have made several attempts to reach client by phone, email and by text message. We are unable to reach client to resolve this matter. We have checked all correspondence and see no emails or calls from client. Client needs to call us back to resolve this issue at ************ thank you

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