I've been lucky and have been able to speak to someone after being on hold for 20 mins.

Every time I call this place to pay my loans I am om hold for over 30 minutes. Makes sense. If we can't pay them they can continue to charge us interest and make money. Ridiculous. I am going to look into other options for repayment.

The first building was very hot and had no ventilation. The poor receptionist had to have a mini fan in her face and sit there under the heated lights all day.

Editt*** I’ve called a total of 19times today. You can’t even leave a message Edit**** I’m still having the same issue please explain to me how I’m supposed to make my payment if I can never get through to a rep. The phone doesn’t even ring anymore! If I threatened to SUE would somebody call me back this is horrendous and since nobody can answe the phone, we shouldn’t be responsible for late payments . I’m just going to put ina complaint to the better business bureau. There’s not even a point with this

They continuously called while I was at work, where I can’t answer the calls, even AFTER I returned the calls and asked them to not call me at work. Not only have I been receiving calls for almost over two weeks now , EVERYTIME I call back I always get a damn voicemail box. This is a Serious Inconvenience

Was lied to about numerous things they would do if I would rehabilitate my loan. Made first payment and at that point it has been almost impossible to contact them except for once after a 45min wait finally someone answered. I had uploaded some papers to their online portal and even received a email confirming uploaded files to their portal. Only to be told that they wasn't uploaded and they didn't receive the necessary paperwork to hold up on their end of deal that was made

I have been doing everything they ask of me to attempt to rehabilitate my loan. They do everything by mail and then say that I was not timely with getting back to them. They will not do anything by email or electronically. I have now signed the payment contract and now its practically impossible to make a payment. I have called multiple times and they will not answer the phone. Their links on the internet do not work and are not able to log in to the online website. I completely agree with most people on their reviews. This Company Does need to be shut down. Really believe this company is out to scam people.

Another update report this company if this is happening to you they are scamming people to default on their payment plan so they can garnish more money from you!!!! I have also been trying to make a payment for over a week nobody answers or calls back!!!!! Update - Still no call or answer it has been 3 weeks now!!!!!

So I had been diagnosed with cancer when they started bothering me. They said they’d help me rehabilitate my loan with a small payment since I had so many medical bills, but I just had to prove what all the bills were. I painstakingly gathered up all that info and sent it to them, they never took the time to look at it and kept asking me to sign a post-it just saying I own a car. Which is strange. I did and sent it to them twice, then had a bunch of back and forth calls with them while I was doing chemo therapy. They said they’d send me something to fill out once and it never came. Anyway, it was all too stressful so I decided to put off dealing with them for a while. They then eventually garnished my wages without warning — I thought there was supposed to be a a legal hearing involved — there wasn’t. Regardless I rounded up the entire amount for the loan since, only about $1,500 minus their fees if about $500. I was working two jobs now I could make that happen. I paid it in full through a “compromise” plan which would allow me to pay the $1,500 and not $2000 if I had let the garnishment happens. They said the wage garnishments would stop since my account was now closed and any overpayment refund would come from the lender. It’s a MONTH later and they’re still garnishing for over $250 a bi-weekly paycheck! I’m wondering if I sent my money to some scammers to be honest. Hello, I need that, I worked hard for it...please stop I’ve called you so many times!

Also to anyone looking to find employment here — you can find a better job. It must be terrible working here in my opinion, which is why I always try to be nice on the phone because my issues are not the fault of the call-people.

Can't make a payment online... The links are all broken...if you miss a payment, you can't rehabilitate your loan...and they get to continue to keep more of your money for longer...they do everything they can to ensure you fail...oh, and don't believe a word they say...their scripts may be 50% accurate, totally uninformed generic BS that may or may not apply to you when you actually go through the process.

They don't answer calls nor messages. This company needs to be investigated.

Update 1/29/19 = I have called multiple times to discuss my account and no one answers the phone or returns my messages. How can I pay a bill when it seems as-if this company is ghosting or scamming people? Absolutely horrendous customer service.

Original Post 1/15/19 - Called in regards to a threatening letter I received in the mail. It's deceiving because they put "US Dep of Education" but really it's coming from Bass, that's extremely misleading. Anyways, I called them and waited 15 minutes on the phone for an automated voice to tell me to leave a message and they would call me back. An hour later with no call. I will update this rating if anything else comes up.

I would give zero stars if I could. I’ve been trying to make a payment for my student loans for over a week. Left a voicemail every single day for a week now and no call back nothing. But I’ll be the one screwed over when it’s them who can’t do their job

I work here and it is a great place to work. Friendly people

Anyone find a solution to this madness? I just want to set something up before filing taxes. I called multiple times, I sent an email. Getting a hold of them is like getting in touch with the POPE, impossible.

horrible company!!! We have to wait an hour plus to pay them money!!!???? What kind of company does that??? Id give them zero, no negative stars if i could!!!!!!

Horrible! My loans were transferred here after the government did not update a loan forgiveness program that was approved for me. They have ruined my credit and do not answer the phone. My lawyer has tried to contact them and no response. How do you do business like this? Im just so frustrated, I have called at all different times, different days. This is so unfair and shady business they do with our own government........ very disappointed. And currently on hold for over 47 minutes........

This company is WORSE THAN THE MAFIA!!! I received a defaulted student loan letter from Bass and Associates after not knowing my loan was in default. The Dept Of Ed combined my loan with someone elses and could not find it and had no record of it. When they did, they threw it into default and with Bass and Associates. I received a letter from them and replied, they said I never did. I replied again with a COMPLETE financial breakdown from my attorney wanting to work out a payment plan.. They never kept in contact with my attorney and sent me a notice that after all of the work we went through to arrange a plan...they ignored it and said they were garnishing 15% my wages and totally ignored all the financial documents we sent them and do not discuss a payment plan. They want you to pay what they want or force you to bankruptcy. This firm is TRASH and underhanded!!!!!!!!!!!!! They need to be made to go to court and be held accountable for how they wreck people's lives!!!!!!!!!!!!!!!

I cannot rate because they never answered the phone. I have called over 5 times and still no answer to resolve my issue. I have not ever encountered a business that doesn't answer... I don't understand!!

Awful service. Calls drop after waiting on hold for hours. Its infuriating. Please, please fix this hold time!

Waited 2 hours and didnt talk to anyone

Couldn't her ahold of nobody!!!

I have been yet successful getting someone to answer the phone! I’m currently at 45 minutes on hold! Doesn’t deserve even one star!

IMPOSSIBLE TO GET A FREAKIN HOLD OF.

They were prompt and helpful

Helpfull people everytime I speak to someone.. they are doing everything they can to help me get my student loans back on track

Everything started off good at first, and I was enrolled with a rehab program for my student loans. I switched banks before the last payment, and tried contacting them to change it on my payment plan. And tried from March to around September to contact them and no one EVER answered the phone, then due to non contact the Department of Education is now taking 15% of my check every 2 weeks! This company has made my life a living h*ll!!

Paying then all of a sudden, they don't have my account. I call usdept and they say bass. Then bass says my loan is now with nelnet. Nelnet doesn't have me. Nobody knows where my loan is and I cant pay as a result. Lawyer time!!!

Simply put, they take entirely too long to answer the phone. I understand having a high call volume coming from a customer service background but at some point you have to try and find the best way to work it down. I have never waited less than 10-20 minutes for an answer and a lot of times the line just drops. I have been dealing with them off and on for a few years in regards to my student loan rehabilitation. Their service agents are friendly and knowledgeable. That's the only plus I can offer

Place takes forever to make a payment they keep you on hold for hours at a time but they are quick to run there mouth if your one day late.. pathetic shouldn't take hours to make a payment

Horrible fraudulent place

Been on hold for 1 week straight for an hour at a time!! I just want to pay them money. Answer your phone please!!

They don't answer their phone at all. Been on the phone 2 different times today for a total of over one and a half hours. Complete nonsense.

They never answer the phone...

Not sure what's going on with all of the bad reviews. I was on hold for about 30 minutes before I spoke to someone but she was very helpful and got me set up on a payment plan. She talked me through every single step and made everything very simple. Her name was Jan. She also said if you call between 8 and 830 am the hold time is much shorter? Only giving 4 stars because of the hold time and because I haven't had to deal with this company for very long so we will see how things go in the future.

They take forever to answer the phone. My longest wait time was 45 min

I've been calling for days and haven't been able to get anyone on the phone.

I would be sharing details of my experience with this company but I have yet to have one after trying to contact them for months with no answer. My income taxes were taken by the department of education because of this company yet I have never received a call, email, or letter in the mail from them. I went through the department of education and they told me this company was servicing my loan. I'm currently in the rehab program through ECMC and they have done absolutely everything to help me get back on track but I had no idea a second loan was being serviced by Bass and associates yet they still got my refund checks? These people need some lawsuits thrown in their lap because the damage this company has done to my, and a lot of people's credit score is unforgivable.

Spent over three hours on hold one Friday trying to GIVE these people money. Third phone call finally got through. Staff person was kind and patient and walked us through the process of repayment during a 70 minute phone call (after the wait(s)). Monday they call - all data were lost. Does this mean I need to take another half day off from work to wait for someone to answer the phone? Aigh! I am trying to help my offspring work out repayment of defaulted loan (small one) while he is going to school. Is this a way to compensate appropriate and needed attempts at adulting? No! Answer the phone and take our money.

The customer service was great and the Sunday hours are a plus! The young ladies were very helpful and knowledgeable. It was a great experience file this theatre mom!

Horrible company! I have been trying to settle a debt for six months. For five months I was being told the paperwork was mailed. It never was but I change my mailing address to my mothers because she has a private mailbox, still the paperwork never showed. They finally overnighted it and then sent out two other forms the next week. They had a supervisor all me to go over the paperwork and uwalk me through answering any questions. I mailed a copy and faxed one and kept a copy. I received a call from the supervisor going over my options. I agreed to a plan. He then said it would have to be reviewed and “approved” by a consolidation company. 3 weeks later (today) I get a call from them saying the paperwork was the wrong paperwork and I have to redo it. I want my stuff to go back to Dept of Ed. I am not waiting another six months to try and resolve this matter while my loan is growing interest of 2-5 dollars daily. Send my stuff to someone that can do the work properly

This organization is horrible. You can never get anyone on the phone. They give you the run around. No one on their entire staff knows what they're doing. Total incompetence at this place. They don't help you when they're wrong on their part. This place need to be shut down immediately.

Only gave them 3 stars because the Wait time is pretty crazy, but also depends on the day and time you call. Overall customer service is pretty good, never had a rude rep and they are willing to help.

Very helpful with my debt

Not sure why the Department of Education let such a small firm take such a big case of defaulted loans since it's obvious they can't handle it. Only a couple people in total answer phones so expect to be on hold waiting to talk to someone or make a payment up to 60 minutes.

THEY LIE!!! THEY DO NOT ANSWER THE PHONE OR WHEN THEY DO THEY TRANSFER YOU TO A DIFFERENT DEPT AFTER WAITING FOR 40 MINUTES. TOLD ME THEY WOULD NOT DO SOMETHING AND THEN DID IT ANYWAY. MAY THE ODDS BE EVER IN YOUR FAVOR WITH THIS NIGHTMARE OF A COMPANY.

Calling this place and not getting an answer is more stressful that having the debt itself

If it was possible to give them a 0 that's what they would get! This company is the MOST unprofessional business I've EVER encountered. They NEVER answer their phones, there isn't an option to do online payments because the janky website doesn't allow you to change passwords. They aren't helpful. To be honest I'm unsure how this company is still in business...Oh wait yes I do! They take their money and don't allow a way for you to communicate with them.

the damn website doesn't even work half of the time

They said because I'm on disability they couldn't help me with a repayment plan. I called the Department of Education they told me they can't deny me. Total sham

I have been trying to get someone to answer me for the past 2 months and still no luck. I already put in a complaint and hopefully they can return a call.

Their business practices are horrible.

If I could give 0 stars I would. I have been disrespected by this company so many times. I have been trying to talk to someone for the past 4 months. This is no lie that I have waited up to four hours on hold for this company to try to get my loans out of default. I was disrespected by somebody when I tried to ask about getting transferred to a supervisor. They “guaranteed” that I was not on a four hour hold. I have put in federal complaints with the student aide. If I could get out of debt or find someone to help me I would. This is outrageous, even for trying to pay a bill. I’m highly dissatisfied, disgusted by treatment of anyone that answers the phone. If you can find anyone elsewhere for help, I would. This company is awful.

I want to thank Juan G. at Bass & Associates for helping me get into the Rehabilitation Program to get my student loans taken care of and my life back together. Im trying to get back into school and this is how Im going to achieve that. Juan was so patient and helpful, I had no idea I was even eligable for such a thing! I want to thank him and his wonderful Team Lead for getting me into this program.

Very efficient and professional.

They will not answer the phone!

I have been calling for weeks... I have not received an answer... I have waited on hold for HOURS... I just wanted to get registered online to make payments... sad & pathetic are understatements!

I submitted all the documents they asked for weeks ago and have not heard anything from them. I have been calling every day this week and have yet to speak to someone. This company is ridiculous. They are clearly unqualified to be handling student loans or dealing with anyone's finances!

I have been calling this office every single day to settle my student loan debt. I can never get through to anyone!

I had better luck talking to the IRS. WOW- someone please answer the phone. I have been hold twice today for 1 hour each time!!!

I literally stayed on the phone waiting for someone to answer for over an hour. I’m reading all these reviews and now I understand why? I guess I’ll just stay in debt Thanks for nothing Bass & Associates ! I will be contacting the right people to handle this issue.

I have literally been on hold for 6 hours and 32 minutes. Most of my day at work. They are too busy stealing my money to answer my call. ANSWER YOUR PHONES. As for the people saying they love to work here. I bet you do... sitting on your behind ignoring our calls and getting paid with our money. Answer your phone.My aunt who works for the IRS said this is one of the biggest scam companies you can go through. BEWARE.

Currently on hold for 1.5 hours. They threaten legal action if payments are missed, yet don't answer to get payments.

If I could give negative stars I would. Spoke to the opeartor and claims the reason why calls aren't answered is because of phone issues back in February. What a waste of time.

You would think they’d have more available representatives answering the phones, if they’re really trying to collect debt. 30 minutes on hold is absolutely beyond ridiculous.

These people SUCK. They can take my money but can’t figure out how to answer a phone. I’ve been trying to call them at different times the last 2 weeks and left messages and they never answer or call me back. I gave them 1 star but they don’t even deserve that

If I could give half a star I would!! I have been trying to get my student loan into rehabilitation for 3 months now! This company and its employees are a sham! I have done EVERYTHING they have asked of me, faxed in the info they requested, was able to speak to someone in the very beginning so they could get my info (of coarse) then have not been able to get through to them. I was told an amount to pay that I could not possibly afford. So through email was advised to do a "recalculation" of which I have completed and faxed in. That was 3 weeks ago. I cannot even reach anyone to see if they received my fax. Now I have received a notice in the mail telling me I had not submitted my payment. WHAT A SHAM OF A COMPANY!! Who can they be reported to?

I have been dealing with this company for 5 months now trying to get my student loans into rehabilitation. I have turned in my documents several times and they continue to make claims that they were never received, they are filled out wrong or they cannot read them. I used these very same documents with ECMC for another student loan and had absolutely no issues. My taxes were offset by the Dept of Ed due to their lack of communication to let me know the documents I provided were not sufficient in their eyes (though they clearly work for another agency that does the exact same thing) even though I sent them in months before hand. You'll sit on hold for at least 40 mins every time you call before you even get to speak with anyone as well. Overall they shouldn't be allowed to handle federal student loan issues as they lack communication and execution on their end.

If we could give them ZERO stars I would!!! They are terrible and never answered the phone at all. I've called them 4 times and was on hold for a combined time of over 5 hours. They are the worst and should be shut down for good!!!

This company is a sham. Sending letters saying they are charging an extra thousand dollars for servicing your student loan. Asking for your social security number....... leaving you on hold for hours and hours. When you do get a hold if a person they claim to not have any supervisors and not be able to speak to you. They claim they are in the office next door. Report them to the fraud hot line on the department of education site specifically for these third party collectors. Might I add, we have requested a new pin number in order to pay this student loan for two years now, which we paid diligently before. The Obama administration changed the payment process just before leaving office. The company we paid our loan to previously was no longer allowed to accept our payments without the new pin number. The gentleman at the loan company said his administration had single handedly turned this process into a nightmare for their company, many other companies, as well as thousands of Americans. What a nice quick way to hold the taxes of folks all over the country who were previously making their payments as scheduled!

Took the majority of my taxes for a loan I’ve never had but won’t answer or return my phone calls to explain this!

GREAT COMPANY & HELPFUL AGENTS!!! ALL OF YOU COMPLAINING SHOULD PROBABLY FOLLOW UP W YOUR ACCOUNTS INSTEAD OF THESE AGENTS CALLING TO REMINDING YOU FOR YOUR PMNTS. I WONT DENY I STRUGGLED AT FIRST BUT AFTER I DID EXACTLY AS TOLD I AM NOW DEBT FREE AFTER SO LONG!! DONT GET A LOAN IF YOU CANT PAY IT OFF!!! DONT GET MAD AT THE AGENTS BECAUSE YOU CANT PAY OFF YOUR DEBT THIS IS YOURRRR LOAN DEBT YOUU REQUESTED. ALOT OF YOU ARE RIDICULOUS FOR BLAMING THE AGENTS FOR YOUR MISTAKES LOL. THIS IS THE BEST COMPANY MY DEBTS HAVE BEEN TRANSFERRED TOO! ALL OF YOU WHO WHIN SHOULD FOLLOW BETTER PROCEDURE THESE AGENTS PROVIDE. NOT SORRY. COMMON SENSE. YOUR PROBLEMS NOT THEIRS.

My husband died unexpectedly a few months ago, leaving me with 2 little ones to care for. I have been working with this company since Jan. 2019 and they have received 2 payments as of today and my only means of income was garnished today even though I met my obligation and set up payment arrangements. Guess what no one is answering the phone... go figure. I will contact my lawyer, the BBB, and who ever else I need to call. Just sad they claim to be here to help but they aren't.

Terrible Terrible Terrible I agree with everyone that have a problem with this company, from the phone calls, payments etc.. they are horrible! I'm saying this can't be real! Horrible Horrible Horrible services.

I've been calling all day. I was on hold for 3 hrs. 4 hrs total today and I have left two messages. I was told my loan was in collections with them and I just want to pay it.

I've been trying to reach them for several days with no luck. Keeps saying a representative will be with your shortly and no one ever answers. I have wasted 5 hrs of my time listening to the see elevator music and the same response over and over again.

I have had this problem where I call and nobody answered....3 months later I get a call saying I missed 3 payments I'm like ok ive been calling so now my refund was taken.....how can I get another company to work with I dont have time to make payments and my refund gets taken

Hello!!! I have been trying to call you for 2 weeks and your phone is always busy, I need to set up a payment arrangement....

Can never get through to them to make a payment!!!

I have been trying to make my payment for 2 weeks. It keeps saying "Sorry, the number you are trying to reach is busy, Please try again Later". I have never been late on a payment and now this is happening. The links do not work in the email, they bring to to a titanium website I have never heard of to change a password. I just want to pay my payment to get out of default. This is ridiculous and not right.

I have had the same problem sent emails asking for a call back, left several messages and still nothing. Not to mention I have made countless calls in an attempt to reach someone only to get either a busy signal or an automated system saying press 2 to speak with a representative, so I press 2 and the message just starts over this happens over and over again until finally the system just disconnects my call. However when I call them after hours I get a voicemail system that allows me to leave a message.... for all the good that it does.