Fiducius
Reviews and Complaints

Working with them to use their program for smaller student loan payments. Very good experience with them so far.

They got my debit card information and then ghosted me. I can't get in touch with anyone and I have had to do everything for my student loan consolidation and repayment plan myself. Great sales team which promised the sun, moon, and stars... terrible customer service follow-through. Can't reach anyone via phone, can't get an email response. TERRIBLE. RUN. AWAY.

When this company used to be Innovative Student Loan Solutions, I didn't have issues. They took care of everything beyond me filling out paperwork which is what I was paying them to do. Since Fiducius has taken over, their renewal fee each year has increased significantly and I have had many issues both with communication and recertifying. Last year, something went wrong with their communication with the loan servicer and the loan servicer thought I was delinquent. I had to coordinate many phone calls to get it sorted out, which I thought I was paying Fiducius to do! This year, they have made communicating very difficult. They took away the option of emailing "your team" so now either you can call and sit on hold forever or you can fill out a "Contact Us" request which results in not hearing back for at least a week. They also made recertification electronic this year, which basically means you do all the recertification steps yourself, including submitting the forms to the loan servicer, while still paying the $250 recertification fee. Definitely a good business move on their part because they still make a ton of money from those fees, but I'm sure they don't have to employ as many people now since their customers are doing the employees' former work. Now, they claimed in an email that making the recertification process would make it more streamlined and efficient. This may be true if the user didn't encounter multiple errors during the process. The electronic program kept giving me an error when I tried to pay the fee and it took two "Contact Us" submissions and an entire four (4!) weeks to get it fixed! Then in the very next step when I had to electronically sign a document, I encountered another error! It has been an incredible headache to recertify since Fiducius took over, but I am sure they have plenty of "valid" excuses to explain away all these issues. If they are going to have customers do the majority of the work to recertify, they need to reduce their fee back to what it was when ISLS was in charge.

The company was much better before becoming Fiducius. I had a team that was very knowledgeable and helped every step of the way and always got back to me in a timely manner. They would walk you through each step, help fill out paperwork, remind you of things needing done, and PROMPTLY return any calls/emails. I started my renewal process around August 8th, when I received one of the first renewal emails, I went on vacation and when I got back on August 30 I had an email from them stating that my account will be removed to inactive status by 11/8 If I don't finish the process and that if it goes to inactive status, I may have to refile and be charged again for the service I am already paying for. Today, September 1st, I went in to finish my renewal process and CANNOT login to my account in anyway. I tried resetting password but when I complete that process it just says password reset failed, I cannot log in to my fiducius account in anyway possible. I called the phone number but there is no way you can talk to a person, just a blurb about COVID disrupting the system and to login to my account to contact them. I CANNOT login to my account to contact you because I CANNOT login to my account! I tried the *** page, and they replied by saying, we received your request but it would be quicker if you login on the myfiducius portal! I sent an email from the reset your password link, to the support for resetting your password in hopes that something will happen as well as the support email on the home page. I am going to fax them as soon as I am done here. I feel like this was purposeful so they can recoup from the fallout of COVID. According to their own email, I have until ll/08/20 to complete the renewal and then my account will be listed as inactive, I feel like they have already inactivated my account just so I would have to create a new account and start the loan forgiveness process all over again, including paying the fees. Not happy. DO NOT utilize fiducius to help with loan forgiveness. Not worth the aggravation. Before the change to Fiducius, they were amazing! So helpful, reliable, accountable. Not anymore. Buyers Beware!

Fiducius is an absolute terrible company on all levels. When they were Innovative Student Loan Solutions they were extremely helpful and I would have given them 5 stars. ISLS used to walk you through the 5-7 document process, you pay the $149 yearly fee, they submitted everything for you and you were done. The process basically took 1 hour or less (once all the docs were filled out). NOW: - Changed fee to $249 - Create a "innovative" self service platform, that may be the worst and most un-user friendly platform I have ever used. It has a place to upload documents but with no logical guidance or instructions on what to do. They do have some self guided forms to be able to fill out online, but migrating form the old system has led to some huge errors that you can't solve in their platform. I spent more time trying to fix one form then this process has taken me the previous 6 years combined. Examples of the issues, are question wording are incorrect when compared to the real form, and it migrated over my place of employment 3 times with no ability to remove the duplicate ones. - They no longer submit your application for you, so there is literally no reason to use their platform or pay the fee. - Unfortunately I paid the fee first (like I have done the previous 6 years) before realizing all the changes, and with all the errors in the platform the documents I submitted lead to erroneous submission to myfedloans as part of the process which is putting my status in the program in jeopardy. But hey, I paid the fee so at least Fiducius can help me out, right? Wrong, they take on average about 2 weeks to reply to an email if you get a reply at all. The replies are usually helpful, but again you need to get one first. I have found the sweet spot is to email them 3 times on the same issue and then it might cut the response down to a week of waiting. All in all, don't use Fiducius, not only because of the things mentioned above, but because with this change of a business model and them having you complete the process yourself they essentially are digging their own grave. When I first started with Innovative Student Loan Solutions 6 years ago they told me flat out, you can complete this process yourself without them, but I paid for the convenience of just gathering the docs sending to them and they complete the rest of the process for a small annual fee. Now they want you to pay a fee and do all the work yourself. Whomever made this business decision knows how to destroy businesses faster than the COVID-19 pandemic.

This business is far too difficult to reach. I have had to spend time finding my own answers as you cannot call a person or even leave a voice message. I paid for a service that was supposed to be for the duration of my loans through forgiveness, and the service I'm being provided is not what I paid for. I'd like a refund of my payment and the cancellation of my service.

I have asked in prior months to please cancel services and have been assured things would change and action promised on my student loan would be completed however it hasn't. All the promises made were false and NOTHING was done! It has cost me hundreds of dollars for absolutely no services and no follow thru. I have made numerous attempts to cancel and they will not, make promises that are not kept, and there never follow thru. I would like a refund and feel completely scammed.

I wish to terminate my service with Fiducius and not be charged any further costs from this company. I requested termination on 2/25 and received no response. A second request has been made 3/8. I have been having extensive login trouble and am unable to request contact through my account. The phone number for the company does not allow you to speak with a human. I do not feel I have been served anymore. The company takes far too long to respond to inquiries and the documents I complete can simply be done on my own.

I started with this company 5 years ago to PSLF and up until now I have been fine. I paid my $250 fee for the year only to find that most of my paperwork has not been filed as I am getting denial papers from *** services. When I call the number there is no one to talk to, just a recommendation to submit a contact us form on their website. That usually takes days to get a reply, if I get one at all. I am concerned because I am half way through my PSLF and I feel like I am going to get screwed up and have to start over or end up paying a ton of interest.

I have been using Fiducius for the past 3-4 years for the Civil Service Loan Forgiveness and paid them the initial $1500 (roughly) fee and about $250 every year since then. The first two years I have been able to contact someone via phone and now you cannot. You cannot even ask for help with logon issues when you need it. We trying to renew my information, I could not and went to the Federal loan information to see if I could just do it on my own only to find out they had never put me on the plan I had asked for but in Forbearance only. I had tried reaching out to them earlier this year and it took them a few days to a week to respond and when I asked them why am I continuing to pay them to do nothing since I'm doing all the work, they had no answer. I used to be excited to talk about them, now not so much. I have no idea if I still qualify for this plan. I would like better customer service for something I pay for.

Three years ago, my employer recommended this company as a Loan Forgiveness option. I engaged in a contract with them and agreed to pay nearly $3000 for services over the next 10 years. My first year of loan repayment started one year ago, and we discovered that their analysis did not account for that my spouse and I filed our taxed Jointly. There assessment promised very low monthly loan repayments and loan forgiveness after 10 years that would result in Thousands of dollars in savings. With my income and tax situation we discovered we not see any benefit from their program at all. I am better off paying my loans as normal and will have them paid off nearly sooner and will see no loan forgiveness as what was sold to me. Now I have asked for some sort of prorated refund based on the fact that I will not longer need their services and wish to cancel. They have refused any sort of refund and are actually asking for more money. I feel totally taken advantage of and I have just thrown out $3000 out the window and have not seen any benefit. They are crooks.

I have used Fiducius as a company referred by my employer for assistance with student loan income driven repayment process and Public Service Loan Forgiveness recertification for 3 years. I paid a large sum at the beginning of our association to retain their services and every year I pay a fee prior to my recertification process. This year there have been multiple issues with the recertification. They no longer have a working phone number to contact customer service for assistance. The number they have refers you back to the "contact us" form on their website platform. I have requested contact and assistance through this form many times, beginning in February at the start of my recertification process, and have never once received a reply or assistance. They submitted my repayment to my student loan servicer incorrectly (after I have already paid them for their service), and I have repeatedly attempted to contact them to correct the errors to no avail. I have now had to go directly to my loan servicer to attempt to correct they errors they made, that would not have been made if someone had contacted me the multiple times I requested. I am still unable to get a reply or contact from their customer service.