ComplaintsforUSA Student Debt Relief

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This agency assure me that they will get pardon on my student loans, wich I discover its a lie. I have receive emails from my student *************** telling me that I,m behind payments. But Ive been paying this company (Studentdebtrelief) since January 27, 2021 so they can help me get forgiveness on my loans. They tosd me that I would have to make 5 payments of $112.50 after that it was $29.00 a month. And my student loan will be forgiven after 10 years of paying them $29.00 a month because I,m a public service and I,*** member of the ** ARMY. I don't have receipt but I can get the bank statements from my bank if they are needed. And I have a contract but it doesn't have the fisrt time that Sign it. Althought I didn't fill the contract they did it for me And they just told me to sign it.

  Business response

  02/23/2024

  As you will see, there was nothing wrong with how the application was handled. Our processing leader reconfirmed her ************** Loan Forgiveness application has been submitted correctly and her program is current. We have been trying to reach the client via telephone, we will keep trying to reach her so we can explain her current situation and the benefits to come.
  
  ********************** was contacted by one of our Case Managers on 01/13/2021; the agent followed all ***************** and Control standards and explained all services and program requirements. The service agreement, where all payment dates,amounts, terms, and conditions (as well as cancellation and refund policy) was explained, completed, and signed. A copy with all the information was sent through email and, during the call, was confirmed to be received. The client sent the required documentation, application was sent and approved on 04/07/2021 to an Income-Driven Repayment plan as was explained by the Case Manager. The program was monitored and recertification notices were sent on 09/07/2022 and 09/05/2023, confirming to the client that is still enrolled in the program with her next recertification due date on 04/07/2024. On 07/26/2023 we spoke with ***********************, contact and payment information was updated and the continuity of the program was confirmed. The requirements for the ************** Loan Forgiveness application were discussed and explained. We received supporting documents for program recertification on 10/04/2023, multiple customer service calls were made to resolve customer issues and on 01/03/2024 an email was sent reconfirming the services provided. The client confirmed the continuity of the agreement and approved pending payments. The application for the ************** Loan Forgiveness application was received, completed, and submitted.

  
  There was never a mention of a pardon; the explanation and the requirement to complete the duration of the program were fully explained and confirmed understood by the client on the enrollment and customer service calls. The client is in current status and the recertification process is not past due.Copies of the service agreement were sent by email after the signature was completed, client certified during the call that received the final document.Information in the Service Agreement was provided and confirmed by ********************** during the telephone contact and sent via email, after the client's review and approval, the Service Agreement was signed and a copy was sent.
  Understanding *********************** concerns, we have suspended her payment plan with us, but we will keep following up her application so all obtained benefits are maintained until we resolve all issues

• Initial Complaint

  01/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  USA Student Debt Relief uses trickery to access your federal Student account to see your outstanding Student loan debts. When you apply for their help they already have your email and if it's the same as your studentaid.gov account they trick you into giving them your password. They don't tell you they are accessing your personal studentaid.gov account but say you have received an email from us and we need the confirmation code. The email comes from studentaid.gov so it seems as if they're the government but they are simply breaking into your personal account to see personal information. It is illegal to access another person's account without their consent as the disclaimer states this every time you sign in. Once in your account, they check your debt and tell you to hang on for a minute. In that time, they sign you up for the CARE PLAN which is a government offer and they tell you they can forgive X amount of dollars. They then try to get your debit card information to have you pay them to pay your loans. I was smart enough to not give my personal card info to them but it easily could have happened. Please shut this company down as they are preying on ************ with advertisements everywhere on ****** when trying to search for information regarding the real government relief. It's disturbing and sickening what they are doing for profit. Thank you. Call me or email if you need any further details.

  Business response

  02/05/2024

  The client agreed voluntarily to every step of the process, and no misinformation was given. Our Case Manager confirmed twice we are not the government and that the payment was for our services, not towards the loans, Given that he requested a callback,  the payment plan was never activated and no application nor change was made to his FSA account... we only use it to consult.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have been with this company for a few years now and I cant talk to a person one on one to address issues with my file. Im now paying my monthly loannot through them for the date specified but with the loan provider and even though they have done NOTHING for me or will even talk to me, they take my money each month out of my account. *** tried to block them and they have gotten around that. I paid them even through Covid when payments had been halted.

  Business response

  01/22/2024

  We have not been able to resolve this issue or connect with *****************. The phone number provided by ***************** in this dispute is missing a digit. Additionally, we dont have
  any record of ***************** being a customer of our company -- **********************.  All of our customers have an assigned identification number. If she can
  provide her id number, that will enable us to review all transactions and connect with her.to resolve this matter.

  Customer response

  01/22/2024

   
  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 for now.  I will make sure that it is the correct business and not just a similar and refile when I have it.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I been enrolled in a company named student debt relief since January/2023 I paid them about 800$ to lower my student loans Witch they never did for me from my understanding that company USA student debt relief is a fraud everything that they promised me it never happened and they still charge my card today January/2024 its so sad I have to call my banks

  Business response

  01/05/2024

  Our General Manager at our call center just had a very productive talk with **********************. ************************** main concerns are the communications with his Lender and that he lost his job.
  I told him that we have proof that his application was sent since September, that we have been following up and, that since his complaint, our processing leader is personally handling his case and will update his application with the unemployment information. This will assure him a $ **** payment towards his loans. Also, that we will not charge him until he has a job again.
  Mr, ********* was very thankful and agreed to have another call once we have documentation to support what I explained. We will be sure to follow up with him and keep the BBB updated.

   

  Customer response

  01/08/2024

   
  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.
  
  Sincerely,
  
  *********************************

  Customer response

  01/19/2024

   
  Complaint: 21093778
  
  I am rejecting this response because:

  Hi I made a complaint against USA student debt relief and Im just kind of
  confused on my complaint Im looking forward to getting a refund from that
  company Sent from my iPhone

  
  Sincerely,
  
  *********************************

  Business response

  01/26/2024

  *********************** contacted us on 02/07/2023. The call was handled within our ***************** and Control Standards by one of our Case Managers. *********************** signed the Service Agreement where all payment dates, amounts, terms and conditions as well as cancellation and refund policy are explained from her IP address and personal email. There was never a mention of Loans having a reduction as a result of the payments, only the benefits obtained by completing the program. Thg Application was made on 02/14/2023 and Approved on 04/04/2023 for a $ **** monthly payment toward her student loans until 04/09/2024. The client was informed. *********************** contacted us and requested to cancel on 01/04/2024. The File was immediately canceled, payment plan finalized and personal information deleted. The Clients last registered payment toward us was on 12/22/2023. The Client does not comply with our refund Policy as explained in our Service Agreement.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  i was contacted around september 19th 2023 about student loan debt relief and they had me send in check stubs to get me into a income based payment plan and they had me start making payments to them on september 21 2023 and the payment amount was ****** and was for 4 payments of the ****** and then ***** a month for 120 mouths at witch time the balance would be forgiven but i keep receiving bills from the department of education wanting my payments and they have no records of them using this company for any kind of programs

  Business response

  01/19/2024

  We  had a very productive talk with ********************** in early January, his main concern are the communications from his Lender and that he lost his job.
  I told him that we have proof that his application was sent since September, that we have been following up and, that since his complaint, our processing leader is personally handling his case.  He will update his application with the unemployment information, which will assure him a $ **** payment towards his loans. Also, that we will not charge him until he has a job again.He was thankful and agreed to have another call once we have documentation to support what I explained.

  Customer response

  01/22/2024

   
  Complaint: 21086668
  
  I am rejecting this response because:
  i told you i wanted a refund but you keep ignoring my request 
  Sincerely,
  
  *****************************

• Initial Complaint

  12/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This company is falsely claiming that they will resolve student debt relief. Their employees/reps have you sign documents to look as if what they are saying is legit when in reality its a scam. Found that any money us students pay in to this company is not reflected on our tuition owed.

  Business response

  12/20/2023

  **************** voluntarily left his contact information by filling out one of our online forms. Case Manager contacted him and followed all our internal Quality Control and Assurance protocols; all programs and services where explained and agreed. **************** signed the service agreement where all payment dates, amounts, terms and conditions as well as cancellation policy are explained from his IP address and personal email. The fees were explained in detail, reconfirming our service to consolidate the loans, enroll into the program and to submit the application, as well as a monthly monitoring fee to recertify the application and keep it in good standing for the whole term of the program. There was never a mention of us being the ********** of ********* or any other *************** neither of the quoted payments going toward his student loans. There never was a cancellation letter sent to our email as it clearly states in the service agreement or a call-in order to let us resolve this issue. No charge was made to **************** payment method. File has already been canceled, personal information deleted and placed into our internal Do Not Call List.

  Customer response

  12/21/2023

   
  Complaint: 21011895
  
  I am rejecting this response because:
  This U.S.A. Student Debt Relief said in the name student debt relief. They first off contacted me saying they had received my number when I filled out and an application on Mohela.com for a payment restructure to my student loan payment. They Stated they could relieve my loans of ****** and I would pay *****. ***************************** under file# E146402 stated they would inform ******. So what they are stating is false and I would like them to cancel anything they have pinned to my name because they are offering a service that frankly isnt true. 

  Sincerely,
  
  ***********************

  Customer response

  12/21/2023

   
  Better Business Bureau:
  
  
  
  In regards to case #******** I *********************** will no longer need it open as I found that the business stated they closed/cancelled any payment charges on the account they HAD for me.
  
  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 24th I was promised to be out of default with my student loans within 30 days. I called repeatedly every single person told me something different. One person *********************** asked me to hold on that she was going to talk to her supervisor her supervisor told her that I would be out of default sometime in mid December. I called back the next day and talked to *************************, he told me that I lied, nobody told me that it would be mid December. Every time I call I get a run around and nothing's done or solved. I gave them my $100 because they told me I would be out of default within 30 days that was my promise to me. I asked him if I could have my money back. Everybody acts like they're clueless about everything.

  Business response

  10/12/2023

  We spoke with *************** on Thursday and confirmed we sent the refund and cancel her agreement. Also, we explained that the default status will be lifted as soon as the consolidation process is completed. She was thankful for the call,but hung up as soon as I mentioned the complaint.
  
  As background, we spoke with *************** in 08/21/2023. She received and signed the service agreement where all payment dates, amounts, terms and conditions as well as cancellation policy are explained from her IP address and personal email. Our Case Manager handled the call within our ***************** and Quality Standards and fully explained the service. The Client was interested in getting out of her default status. An alternative was offered and explained in which she would see the status lifted after 30 to 60 days from her payment and application. The payment was received, and the application was made on 09/24/2023. The Client called requesting an update on 09/26, 9/29 and 10/0. In every call the initial timeframe of 30 to 60 days from her payment was explained again. The Client is still within the original timeframe that was explained and as per the information in ***************** account, the default status will be lifted.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  What they offer I can do it myself. They have my identity information

  Business response

  09/21/2023

  Client came in via social media in 2020. There were many attempts to contact the client and 07/19/2023 there was a first call with a Case Manager. Client confirmed was interested in the service but expressed left his credit card at home. Our Case Manager scheduled a Callback for the same day in which they completed the process of enrollment for the application. The Call was handled in a professional manner and according to our ***************** and Control Standards. All questions where answered and the client received, reviewed and signed his Service Agreement, where all payment dates, amounts, terms and conditions as well as cancellation policy are explained from the ** address and personal email. Client's Application was submitted on 07/26/2023 and approved on 09/05/2023. There never was a cancellation letter sent to our email at ******************************* as it clearly states in the service agreement. Today, 09/20/23 we tried to contact the client to resolve this issue, client answered an email stating he would like to cancel the agreement, delete personal information from our system and place him in our Do Not Call list. All of these requirements were met and as a gesture of good faith, and a full refund of his $ ****** USD was sent.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I contacted this company for help with my student debt and ever since I spoke to whoever ******* is , my FAFSA account password keeps getting changed . Ive received multiple emails with the notifications. I do not want this company taking any of my money. My card is on file and I will press charges if any of my money is taken . I revoke all approved access to my information due to the actual student aid website saying there is no student debt relief programs currently . I have reported my bank and requested a payment block from this company. This is a scam and no one should use this fraudulent website . ***************************** and whoever else is involved needs to be arrested and charged. Her information is in the photos I will provide

  Business response

  07/31/2023

  Contract Received 07/18/2023
  Debited Payments: 0
  
  ******************** lead was received via ******* Case Manager ***************************** contacted the client, introduced the company and explained the services provided and the benefits. The Client agreed to continue with the process and check her situation in FSA. Our Case Manager managed the call in a professional way and complied with every Quality Control and ***************** Requirement. The Client received and signed the Service Agreement where all payment dates, amounts, terms and conditions as well as cancellation policy are explained from her IP address and personal email. The Client was thankful and closed the call with no further questions.
  There never was a cancellation letter sent to our email at ******************************* as it clearly states in the service agreement or a call-in order to let us resolve this issue. No payments were taken from the clients registered bank account and all information has been deleted from our system.

  Customer response

  07/31/2023

   
  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.
  
  Sincerely,
  
  **************************************

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They lied and said they were from ** **** of loan forgiveness.

  Business response

  07/12/2023

  Our Operations Manager listened to the calls with ******************* and checked her case.
  Based on his review, we believe the Case Manager, who spoke with ******************, did a good job on the enrollment call. There was no misleading information that would guide the client to believe we are part of the ********** of ********* or any *************** The client wasnt aware of the Forgiveness Programs and only confirmed applied to the **** benefit, which was explained can only be obtained if you are enrolled in a program. The Client confirmed every PV question and thanked the Case Manager for her time and patience.
  
  Our Operations Manager tried calling ******************* to give our apologies and confirm she met our refund policy. So a full refund was granted; Unfortunately he only got her voice mail so he sent an email explaining the situation, and will try to call back again.
  

  Customer response

  07/13/2023

   
  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.
  
  Sincerely,
  
  ***************************

*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. ↩