ComplaintsforSavi

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I opened an account with Savi and paid $60 for services that they have not followed through on. During an application process for the services promised, there was a technical issue, and after opening more than 15 tickets between 9/8/22 and 10/16/22 and being promised on 5 occasions for a call back from a project manager who could assist with the issue, I have not been given a resolution. I called on 10/16/22 requesting a refund because SAVI has failed to deliver on its promises or service, and I was told they would have to open yet another ticket. The two tickets that I think are most relevant are the last two opened: #****** (9/30/22) and #****** (10/16/22). The loan forgiveness application process is time sensitive, and they have robbed me of a month to be able to navigate this process and caused unnecessary stress by being an ineffective business. I should have been given a refund right away when I called on 10/16/22 as I was told when I opened ticket #****** that if I didn't hear back, they would honor that request right away, and here I am still waiting for a refund and for them to close my account. In addition to calling, I also emailed for a refund, and was given yet another ticket #******. Their services are terrible! Lots of opened tickets and no follow through for resolutions.

  

  Business response

  01/19/2023

  ***. ******** concerns were escalated to *********************************, Assistant Manager of Customer Success at Savi on 10/3/22 in which ************************, in detail, answered ***. ******** questions and concerns and outlined steps ******************* could take to complete her application.  There was no response to **. *********** email and a full refund was processed on 10/31/22 in the amount of $60. ***. ******* account remained active for the remainder of 2022 should she have decided to revisit and complete her application through the Savi tool.  As of January 1st 2023, her account is no longer active and no further charges will be drawn. A transcript of **. *********** email to ******************* is attached as well as the refund receipt.  
  

  
  

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  $60 USD was paid on March 8, 2022, for the Savi Essential Plan (Receipt #****-****) after a Savi presentation at my work. My employer advertised this reduced price as a "benefit." Since then, I have been working with 3 different customer service reps. First, I consolidated some loans (this step was successful). Now we're working on obtaining Employment Certification Forms from previous employers - this step has been ongoing for 3 months. Since March 2022 (3 months ago), I have communicated with at least 3 customer service reps via email (to my work email). The communication and tickets are not clear. One day I'm told one thing, and then another day I'm told something else. I provided all of the correct contact info for previous employers once received. I received an email today (Request #*****) stating that the correct contact info was not received. This is after I have already e-signed an authorization/release form for one of my previous employers. I also received a ticket from ***** (ticket *****) last week advising that she has been in touch with 2 of my previous employers that share the same HR Department. I have called Savi's support number twice and have been told to send an email. The emails are obviously not working. I am frustrated and tired - I thought by paying $60, the **** application would be easier. I was wrong - this has been a nightmare. I want Savi to finish their job and reach out to me directly. I recommend that others fill out the **** application themselves. BBB- I have additional ticket numbers that can be provided if needed.

  

  Business response

  01/19/2023

  Complaint ID: ********
  
  ****************** concerns were received by the Director of Customer Success at **********************, ***********************, on 7/6/22 and **************** was reached out to directly by *******************  **************** and ****************** stayed in contact over the course of the following month and ****************** concerns were addressed and his forms were successfully and correctly submitted.  **************** was also provided with a full refund of $60 on 7/6/22.  A full transcript of the email interaction between **************** and ****************** is attached to this response as well as a refund receipt.
  

  Customer response

  01/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  12/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 18, 2021, AARP offered a 2-hour zoom event with Savi titled "****: Student Loans 101 | Powered by Savi". I sat through the event and at the close of the event, the host offered a plan for assistance at a cost of $50.00 (which was refundable at any time if you are not satisfied). I purchased the plan, completed an extensive application, set up an account and discovered that there were additional fees to get the help I expected. I immediately requested a refund of the initial $50.00. Savi did not disclose the additional levels of plans and fees during the 2-hour event. I have requested a refund via email on November 19th, December 1st, December 10th and finally on December 20th. I have not received the refunds.The following is the transaction which posted through my bank:11/19/2021 POS Purchase Non-PIN ********************** - STUDENT LOANS WWW.BYSAVI.CO DC ****** ********* 11/18 17:38 -50.00 979.21

  

  Business response

  01/25/2022

  We have issued ****** a full refund and offered to continue to help if she desires. Please see the attached screen shots that show the refund was issued. As with many businesses, we have been experiencing longer wait times to reach customer support as a result of Covid and related policy updates. Since the Department of Education announced its major overhaul to the Public Service Loan Forgiveness Program, as well as an extended pause on payments, Savis support team has been experiencing unprecedented demand and volume of requests around these new changes, especially given the lack of guidance and support that servicers are willing and able to offer to borrowers. Our team has added significant support capacity though and is working around the clock to implement measures that will allow us to continue offering quick and thorough support to borrowers. As always, we offer a 100% money back guarantee, so users can always get a refund. Thank you and please let us know if there are any other questions or areas to address. 

  Customer response

  01/26/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  12/24/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 17, 2021 I paid $60 to become a customer of Savi for the purposes of pursuing student debt forgiveness (screenshot from my checking account attached). Shortly after that my wife and I completed our forgiveness application. Since completing our application we have had no communication from Savi. When I log into my account to check on my application status I get an error screen that says "403 Not Authorized" (screenshot attached). I have reached out to Savi multiple times to try to get resolution: November 29, December 8, December 15, and December 16. In my last contact I spoke with someone on the phone who said he could not help me but would escalate my concern. I would still like to participate in their student debt program, but if they cannot offer me some kind of resolution immediately I want my money back. More than anything I want to hear from someone from their organization who actually has the expertise and authority to help me. This is unacceptable.

  

  Business response

  01/25/2022

  We have issued ***** a full refund and offered to continue to help if he desires. We have provided ***** with information on how to take the next step with his specific loan circumstances. Please see the attached screen shots that show the refund was issued. As with many businesses, we have been experiencing longer wait times to reach customer support as a result of Covid and related policy updates. Since the Department of Education announced its major overhaul to the Public Service Loan Forgiveness Program, as well as an extended pause on payments, Savis support team has been experiencing unprecedented demand and volume of requests around these new changes, especially given the lack of guidance and support that servicers are willing and able to offer to borrowers. Our team has added significant support capacity though and is working around the clock to implement measures that will allow us to continue offering quick and thorough support to borrowers. As always, we offer a 100% money back guarantee, so users can always get a refund. Thank you and please let us know if there are any other questions or areas to address. 

  Customer response

  01/26/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******************************

  From: ****************************** <******************************>
  Date: Wed, Jan 26, 2022 at 10:59 AM
  Subject: Response to your email
  To: *********************** <************************************>
  
  Hi *****,
  
  I received your response to my email regarding my complaint against Savi. I wanted to follow up and confirm that after I filed my complaint I did receive a refund. I'm ultimately satisfied with the resolution although the amount of time it took to get any kind of response, even with multiple phone calls, was really problematic. 
  
  Thanks,
  
  *****
  
  ******************************

  Customer response

  01/26/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******************************

  From: ****************************** <******************************>
  Date: Wed, Jan 26, 2022 at 10:59 AM
  Subject: Response to your email
  To: *********************** <************************************>
  
  Hi *****,
  
  I received your response to my email regarding my complaint against Savi. I wanted to follow up and confirm that after I filed my complaint I did receive a refund. I'm ultimately satisfied with the resolution although the amount of time it took to get any kind of response, even with multiple phone calls, was really problematic. 
  
  Thanks,
  
  *****
  ******************************

• Initial Complaint

  10/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been paying this company and they are not doing what they advertise. I'm paying for student loan support and none of my work experience has been added to my fedloan loan forgiveness program.

  

  Business response

  11/09/2021

  We are issuing a full refund and offering to connect with this customer on the phone should she be interested in receiving any additional support. Thank you 

  Customer response

  11/10/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *************************
  

*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. ↩