Complaints
This profile includes complaints for MSB's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 9 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/23/2025
Type:Service or Repair IssuesStatus: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.
From 2020 to 2023 I was making payments through gila msb for a mistake. I had made an early 2020. OK, that was five years ago. To my knowledge, everything was paid off. I kept every single transaction, every single email confirmation that I made payments. Yet I dont believe that two of the payments were sent over to the court. Ive been dealing with this all day all day the court cant help me. They told me to contact MSB but their website is gone. Their phone number is shut off. I was making $50 and $ 100 payments. It showed that I was short $100 but when I called and then also drove down there today the the court only sees 17 payments. When in fact, I have email confirmation for two more. My charges wouldve been wiped clean automatically under the clean slate law. But apparently all these years I didnt qualify because of that $100 balance that I have proof I paid.!Business Response
Date: 06/24/2025
We are in receipt of the below complaint, however; the consumer has not provided enough information to identify an account. We ask that the consumer provide an account number, license plate number or violation number in order to locate an account. Once this information is received, we may be able to locate an account and assist the consumer.
Thank you,
Caleigh Learn
Sr. Complaint Resolution Specialist
Initial Complaint
Date:03/12/2024
Type:Billing IssuesStatus: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.
I keep getting phone calls from the following number from Navient daily several times a day ************* I do not have an outstanding student loan I do not have a current student loan I did not and do not wish to apply for a student loan The caller never leaves a message which leads me to believe it is a spam caller. Please contact the business and have them cease the calls.If they owe me money they can mail me the check.Business Response
Date: 03/13/2024
Good morning, thanks for your notification. We have forwarded your concerns to Navient.Customer Answer
Date: 03/19/2024
Complaint: 21418973
I am rejecting this response because: I have not received a response from Navient and they continue to call my phone incessantly from the following numbers: *****************-522-7118. The caller does not leave a message and I have blocked their calls and they still are able to call my number.this is unacceptable! Already today they have called 5 times back to back within 2 hours.
Regards,
*****************************Business Response
Date: 04/29/2024
A response should have been mailed directly from Navient.Initial Complaint
Date:09/01/2023
Type:Billing IssuesStatus: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.
This company is drafting money from my account WITHOUT any knowledge to me as why. We have ZERO debt in collections. Its impossible to get ahold of anyone at this company. I will be seeking legal action.Business Response
Date: 09/27/2023
Good morning,
Please be advised that the account is no longer with our office. The consumer will need to contact the client directly.
We apologize for any inconvenience.
Initial Complaint
Date:12/21/2022
Type:Service or Repair IssuesStatus:ResolvedMore 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.
I have made regular $50 payments but not all payments are being turned in. I have email proof that they have been made. I was also not notified that there would be a portion of my payments being kept.Business Response
Date: 12/30/2022
Good Morning,
Attached, please find our response to this complaint.
Should you have any questions, please reach out to our customer advocate ********************.
Thank you,
*********
Customer Answer
Date: 01/10/2023
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.
Regards,
*****************************Initial Complaint
Date:09/15/2022
Type:Sales and Advertising IssuesStatus: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.
I received an email from municipal services bureau (MSB) claiming that I owe money to the ******** County clerk of court. I am completely unaware of any such debt or why I would owe any money to the county court. Is this a scam???
The only reference number they provide it is “citation number” ********.Business Response
Date: 09/28/2022
Good Morning,
Attached please found our response to this complaint.
Should you have any questions, please contact me.
*********
Initial Complaint
Date:09/09/2022
Type:Sales and Advertising IssuesStatus: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.
Automated calls are harassing us daily, sometimes multiple times per day. I cannot resolve this myself, as this is not my account and I am unable to speak to the collections agency directly to stop to harassment due to these calls being recordings only. It has been YEARS that we have been unfairly receiving daily calls from this agency. They are trying to get a hold of someone who previously had this phone number many years ago. This collections agency needs to please stop calling and update their address book so that they are reaching the correct party. This is incredibly frustrating and forces us to turn off our phone rendering it unusable to avoid these harassing calls.Business Response
Date: 09/20/2022
A detailed response to the complaint is attached.Initial Complaint
Date:09/06/2022
Type:Sales and Advertising IssuesStatus:ResolvedMore 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.
Gila LLC continues to call a business phone line requesting payment of a debt for someone that has never worked at this business and is not associated with the business in any way. That individual may have had the number prior to it getting assigned to my employer. Multiple times I've called these debt collectors to request cease and desist on the calls, but they continue - typically from a different phone number. I then began blocking the robo calls from this company and they just change phone numbers and the robo calls begin again.I am requesting now, through this BBB complaint, that Gila LLC cease and desist calling my business line for attempts to collect a debt from someone that is not and has never been an employee at this business.I've attached an image to this complaint showing just a sample of how often Gila LLC continues to robocall my business phone line about debt collection.Business Response
Date: 09/15/2022
Our response to the complaint is attached.Customer Answer
Date: 09/16/2022
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
Date:08/25/2022
Type:Customer Service IssuesStatus:ResolvedMore 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.
Navient refused to pause my student loans during the pandemic and currently which is the law. I have 17 years of federal government work history and have submitted several applications for student loan forgiveness hearing nothing back. Navient calls daily to harrass me over a $5 under payment during a time when student loans aren't even due. ***** has also canceled 10k in loans and I owe 3k currently. I meet all income requirements earning under 125K personally and 250k combined income. I have deleted all ongoing payments to Navient going forward. I wish to have no further contact with this business as I do not owe anything to them at this point.Business Response
Date: 09/14/2022
A detailed response to the complaint is attached.Customer Answer
Date: 09/15/2022
Complaint: 17767049
I am rejecting this response because: there is an acct. its should be under ********************************. This is my maiden name. My email addresses and phone numbers linked to this acct are ******************* and **********
Regards,
*************************Business Response
Date: 09/28/2022
A detailed response to the rejection is attached.Customer Answer
Date: 10/03/2022
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
Date:08/17/2022
Type:Billing IssuesStatus: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.
I have been receiving calls for over a year from a company that comes up as Gila, LLC. They would never leave messages so I finally called back. The first conversation was unsettling because the clerk **** or ***** would not tell me why she was calling until I verified myself. Once I verified my info, she proceeds to tell me I owe a balance from a toll. I let her know I was told that the toll was taken care of because I was Active duty at the time. I never received anything in the mail and I called the Texas toll place to verify numerous times. She proceeded to ask if I would pay the balance in full that same day. I told her I would prefer verification in writing before paying. She asked for my address, and once she realized I live in ******, ** told I need to be transferred. After being on hold almost 30 mins I called back. I asked why it matters where I live when she was just about to make me pay before verifying my current location. She was rude, dismissive and immediately placed me on hold. I have no issues with paying anything I owe. I find it extremely counterproductive to tell me I owe a debt and expect me to pay without any documentation. Then when I ask, all of a sudden you arent licensed for the state I reside in. We are military, I am not a resident!!! What would have made sense, was her explaining why I was being transferred, and making sure there was someone on the other end. These collectors are expected to do a job but you cannot mistreat customers when they are trying to resolve issues. In my case, this was a misunderstanding, like I stated, the charge occurred on Active Duty.Business Response
Date: 08/30/2022
******,
I have included our response to the consumer's concerns.
Please contact me if you have any questions.
****
Customer Answer
Date: 08/31/2022
I just read the correspondence. And I never spoke to this business. I only spoke with a representative for ***** Pike pass in 2019. In 2019 I was on Active duty and that is when I was made aware that there was nothing due on my end. In my complaint, I reached out to the company due to the calls I began receiving. To this date, I have not received any letters. When I updated my address and requested documentation, I have yet to receive anything. The representative on the phone was not professional, and they need to review both calls. That is what led to my complaint. Anyone can call me telling me I owe something. I asked for something in writing and immediately was met with push back from the representative. What is the next step?
Business Response
Date: 09/16/2022
******,
I have included our response to the consumer's additional concerns.
Please contact me if you have any questions.
*********;
Customer Answer
Date: 09/22/2022
I received the response and it sounds they have gotten some of the details correct. However, I believe their correspondence was sent to the wrong address. My complaint was a result of the conversation I had with their client. That client was provided my updated address which is in ******. To this day, I have not received anything in the mail.
I ended up just reaching out to the ***************** via email. They contacted me right away and I was able to pay the balance. To this day I still have not received anything from this company and dealing with them is counterproductive. Im glad I reached out to the state because I feel they wouldve given me the run around for months. Like I mentioned before, paying was never the issue, I just needed something in writing to cover me if they ever tried to come back & say I didnt pay
Business Response
Date: 10/04/2022
******,
I have included our response to the consumer's additional concerns.
Please contact me if you have any questions.
****
MSB is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.