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The Better Business Bureau is warning consumers to use caution while trying to consolidate their student loans.

According to a press release, the BBB office serving central, northern and western Arizona has received 27 complaints and five negative customer reviews about a Phoenix-based company called Sunrise Student Loan Services in the last 12 months. Complainants claimed Sunrise Student Loan Services charged them an upfront fee ranging from $299 to $499 to consolidate their student loans and reduce their monthly payments. Once the company got the money, though, it did not follow through with its promise to consolidate customers’ loans, the complainants said.

Customers questioned whether Sunrise Student Loan Services was actually working with the Department of Education as promised. They also reported having trouble contacting the company to discuss the status of their consolidation.

The BBB identified advertising, billing, refund, contract and customer service issues among the pattern of problems that led to the complaints against Sunrise Student Loan Services. As of this week, the company still had not fixed those problems. In fact, it has not responded to complaints since April. Sunrise Student Loan Service has an F rating with the BBB.