Complaints

The 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:14/12/2023

  Type:Customer Service Issues
  Status:

  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 was with consolidated credit for a couple years, paid a lump sum to have all my creditors paid out back in January 2023. I was informed all balances were paid and I was unenrolled from the service. I went to check my credit score and it says I have an open derogatory account with ****** ****. That account was one of the ones to be paid off. I’ve tried contacting them via email due to time of open hours. I’ve sent multiple emails with no response whatsoever. Did they actually pay out all my accounts? If so why do I have an open account still?

  Business Response

  Date: 05/01/2024

  Dear Sir or Madame:
  
  This letter will serve as a formal response to your office’s correspondence regarding the above referenced case. We have reviewed the aforementioned client’s file and we would like to clarify this situation by offering you the following background information, as well as our position regarding the status of this matter up to this point.
  
  ************ ****** ********** ******** ** ******* **** ** * ********* ********** ****** *********** *******  ***** *** ********* ** ***** *** ************ *** ******** **** ******** ****** ****** **** **** ************ ********* *************  ************ ****** ********** ******** ** ******* **** ** ********* ********* ********* ** ******* *** ********** ******** ** ******** ** ********* ** * ******* ******  *** ********* ** ********** ********* *** ** ******** ** **** ** *** **** ************* ******** ******* ** *** *********  ** ********* *** ****** ******* *** *********** ***** ** **** ******* *** **********  ** ******* * ******* ******* *** *** *** *** ******** *********** *** *********
  
  Since receiving your complaint, we reached out to our Client and reviewed the activities relating to the issue in the complaint. The issue is resolved; our Client is content with the outcome and has requested that the BBB close the complaint.     
  
  We are happy to have had the consumer as a Client of Consolidated Credit Counseling Services and apologize for any misunderstanding.  
  
  Consolidated Credit Counseling Services of Canada, Inc. has a long history of providing a quality service and has an excellent reputation.  It is our policy to endeavor to resolve any dispute to the satisfaction of all involved. We appreciate your bringing this Client’s concerns to our attention.
  
  If you have any questions, please do not hesitate to call me.
  
  Sincerely,
  
  Jeffrey S.
  Executive Director
  

  Customer Answer

  Date: 05/01/2024

  
  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,
  
  ******* *******

• Initial Complaint

  Date:03/11/2023

  Type:Billing Issues
  Status:

  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.

  When I initially started credit counseling with consolidated credit canada I asked very specific questions. I asked is this the same as a bankruptcy or consumer proposal? I was assured that credit counseling was the best solution that it was completely different. I asked will this stay on my credit report for 6 years? I was assured that it would only be on my bureau for 2-3 years. When I chose to cancel the program because things changed financially I paid off all my accounts ahead of schedule and canceled the program. However my one account was paid in full by me paying a large lump sum to consolidated credit canada. I was advised that I had to pay it off through Consolidated credit to have it removed from the program. This file is now on my ******* report listed as an I7. ******* now tells me that credit counseling is a consumer proposal and it's stuck on my bureau for 6 years not 2-3 as promised. My credit report is now in ruins as I am also attempting to apply for a mortgage. We were lied to by consolidated credit canada and we need help removing this from my accounts on *******.

  Business Response

  Date: 13/11/2023

  Case # ********
  
  Dear Sir or Madame:
  
  This letter will serve as a formal response to your office’s correspondence regarding the above referenced case. We have reviewed the aforementioned client’s file and we would like to clarify this situation by offering you the following background information, as well as our position regarding the status of this matter up to this point.
  
  ************ ****** ********** ******** ** ******* **** ** * ********* ********** ****** *********** *******  ***** *** ********* ** ***** *** ************ *** ******** **** ******** ****** ****** **** **** ************ ********* *************  ************ ****** ********** ******** ** ******* **** ** ********* ********* ********* ** ******* *** ********** ******** ** ******** ** ********* ** * ******* ******  *** ********* ** ********** ********* *** ** ******** ** **** ** *** **** ************* ******** ******* ** *** *********  ** ********* *** ****** ******* *** *********** ***** *** **** ******* *** *** **********  ** ******* * ******* ******* *** *** *** *** ******** *********** *** *********
  
  The Client engaged the services of our organization on January 24th, 2022 in order to receive assistance in fulfilling the debt obligation to the Client’s creditors. Upon receiving all of the necessary information to properly process the Client’s file, we immediately contacted the Client’s creditors and made arrangements that would allow the Client to make one monthly payment through our office and be able to re-pay the enlisted debt and receive a considerable reduction in interest charges. The Client’s first payment was due to our office by February 4th, 2022, and the final payment was dispersed to the Client’s creditors on March 18th, 2022.
  
  The Client has alleged that Consolidated essentially provided false information at the onset of the program and is seeking help in getting the creditor reporting to ******* removed. As a matter of course, we review recordings of the counselling sessions between our Counsellor and the Client and from the recordings available, our Counsellor correctly made the distinction between the debt management program and consumer proposal and specified to the client that they are not one of the same. Our counsellor further stated to the client that on the program, the creditors will re-rate the debts and place a notation on the credit report that the debts are being consolidated through a credit counselling service. Our counsellor informed the client that it is going to prevent the client from getting any additional debt whilst on the program and so, not to apply for anymore debt throughout its duration. The client specifically asked if that included a mortgage loan to which the counsellor responded that it did and reiterated that the client should not apply for anything.
  
  We would like to emphasize that on October 16th, 2023, prior to our organization receiving your agency’s correspondence, we addressed the concerns outlined in the client’s complaint with the client. To ensure transparency and clarity, and to support the client in their efforts to work with their creditors, we have diligently provided all relevant information regarding payment history and creditor paid in full confirmation to the client for the client to dispute any inaccurate reporting by the creditor in question.
  
  The client reached out to us on November 3rd, 2023 (with the same concerns in the filed complaint), this time indicating the hindrance in obtaining a mortgage loan due to the creditor reporting. We attempted to reach the client to no avail, to inquire if the client filed the dispute with the credit bureau(s), also, to offer the assistance of a Specialist from an ********* ********* ***** who can reach out to the client and discuss options in getting help with a mortgage loan. Decisions on extending any credit rest with the creditor, and Consolidated Credit cannot impact those decisions.  We can, however, identify potential creditors that may help clients achieve their goals such as home ownership etcetera.
  
  While it is typical of the creditors to re-rate the debts on the program, it is by no means consistent. How the creditors report to the credit bureaus is up to them and varies from creditor to creditor. As well, these ratings may change over the course of the program according to their practice/internal policy.  This is not something that Consolidated Credit can affect. As a debt management agency, Consolidated Credit Counseling Services of Canada does not report to the Credit Bureaus nor resolve credit bureau report issues. 
  
  We regret that the client is dissatisfied with the program experience and trust that the client will contact us so that a Specialist from the********* ********* ***** can reach out to the client in an effort to help advance their goals of home ownership, or at the very least, assess their family situation and introduce alternative financing options to the client as a backup plan in the event that their current bank negotiations fail.
  
  Consolidated Credit Counseling Services of Canada, Inc. has a long history of providing a quality service and has an excellent reputation.  It is our policy to endeavor to resolve any dispute to the satisfaction of all involved. We appreciate your bringing this client’s concerns to our attention.
  
  If you have any questions, please do not hesitate to call me.
  
  Sincerely,
  
  Jeffrey S.
  Executive Director

  Customer Answer

  Date: 13/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  When the mentioned account was being closed (easy financial) and dropped from the program we were advise we had to pay them out through the consolidated credit company. This was false information. If we received the drop letter and paid the account directly to easy financial it would not have been listed as a crefit counciling program on *******. 

  All other accounts were handled accordingly and no othere ossues arose.

  if proper advise from Consolidated credit canada was provided the appropriate actions would have been made.

  
  ******* *******

  Business Response

  Date: 29/11/2023

  Case # ********

  Dear Sir or Madame:

  We previously mentioned in our prior communication that as a debt management agency, Consolidated Credit Counseling Services of Canada does not report to the Credit Bureaus nor resolve credit bureau report issues. We also disclose the possible impact that the program may have on a client’s credit rating or credit score in the membership agreement that potential clients are required to sign in order to become members of Consolidated Credit.

  While we suggest that pay offs are processed via the company, we do not require clients to do so. Typically, upon receipt of payment in full, creditors perform balance updates showing that the debt obligation is satisfied but they may or may not remove their reporting that the consumer was enlisted in a debt management program and this holds true even when a client pays off their creditor that was once onthe program, directly.

  Since receiving the client’s rebuttal to our response to the initial complaint, we reached out to the creditor’s agent who has requested a copy of the client’s credit report, from both ********** and *******, if the client has them available, showing the rating the client has claimed that the creditor is reporting. We have left a detailed message for the client with the creditor’s agent request. Should the client cooperate and send us a copy of the credit report(s), we will oblige and send it/them to the creditor’s agent as they have requested. As very vague information is being disclosed by the creditor agent at this time, we can provide no assurance of a satisfactory outcome.

  We have already provided all relevant information regarding payment history and creditor paid in full confirmations to the client for the client to dispute any inaccurate reporting and have nothing further to add.

  We are happy to have had the opportunity to assist the Client with their financial situation.  We do not feel that any error was made on the part of this organization and once again, we cannot take responibility for the credit reporting actions of creditors.

  If you have any questions, please do not hesitate to call me.

  
  Sincerely,
  Jeffrey S.
  Executive Director

  Customer Answer

  Date: 29/11/2023

  
  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

  Date:27/09/2023

  Type:Billing Issues
  Status:

  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 did not fully understand the process of credit consolidation, *** * ******* **** ******* ***** ** ****. When you are going to go a consumer proposal or bankruptcy route, there is absolutely no reason to use this service. However, I was signed up and charged three payments of $525 just to be referred to a licensed trustee - WHICH IS FREE. To this company: if you KNOW someone cannot do consolidation and they have to go this route…why charge them $1500+ for your “counselling” which in reality…is simply referring them to an LIT. Honesty should be foremost: let your customers know that if they don’t need debt consolidation and will end up doing a consumer proposal or bankruptcy, then it is unnecessary to pay Consolidated Credit - they can only refer you to an LIT. Now I am out $1000 just to be referred (because that is all consolidated credit did for me) when if I had reached out to an LIT myself, it would’ve been free. You are supposed to help people in debt, not line your pockets with $1500+

  Business Response

  Date: 05/10/2023

  
  Case # ********
  
  Dear Sir or Madame:
  
  This letter will serve as a formal response to your office’s correspondence regarding the above referenced case. We have reviewed the aforementioned client’s file and we would like to clarify this situation by offering you the following background information, as well as our position regarding the status of this matter up to this point.
  
  Consolidated Credit Counseling Services of Canada, Inc. is a national, non-profit credit counselling agency.  Since our inception in 2007, our organization has assisted many families across Canada that were experiencing financial difficulties.  Consolidated Credit Counseling Services of Canada, Inc. is currently servicing thousands of clients and disbursing payments to hundreds of creditors on a monthly basis.  Our operation is completely automated and is operated by some of the most sophisticated computer systems in the industry.  In addition, our client service and counselling staff is well trained and dedicated.  We provide a quality service and ask for our clients’ cooperation and patience.
  
  The client originally came to Consolidated Credit Counseling Services of Canada, Inc. on May 30, 2023 to obtain debt counselling with the goal of retiring their debt.  The assessment at the time indicated that a debt management program would be the best option, and the client agreed.  The documentation was executed on May 30, 2023.  Two payments towards the debt management program were received, and one was paid out to the creditors.  On July 19, 2023, the client notified Consolidated Credit that the payments had become unaffordable and would like to explore alternative options to retiring their debt.  As such, the second payment was refunded to the client on July 25, 2023 and the debt management plan was cancelled.
  
  On July 19, 2023, the client’s file was transferred to Consolidated’s alternative solution team, where the client would go through another more in depth assessment of their expenses, income, assets, liabilities, financial transactions and goals relating to thier financial situation.  While there is no charge to speak with someone in this department, the client was informed of the fees for the services available if they chose to go forward with implementing an alternative solution and the ongoing support and education throughout the process.  These services include, but are not limited to, acting as an advocate on the client’s behalf with a Licensed Insolvency Trustee and preparing the client and their support documentation ahead of this referral, guiding the client through the process and ongoing credit rebuilding education, strategies and support. The client agreed with the fees and the services as indicated on the document executed on July 19, 2023.
  
  Since receiving correspondence from the Bureau, we stopped all further payments owing on this account, while the client continues to work with Licensed Insolvency Trustee recommended on the advice provided and the work completed on the file by Consolidated.
  
  We are happy to have had the consumer as a client of Consolidated and apologize for any misunderstanding and or any inconvenience.  
  
  Consolidated Credit Counseling Services of Canada, Inc. has a long history of providing a quality service and has an excellent reputation.  It is our policy to endeavor to resolve any dispute to the satisfaction of all involved. We appreciate your bringing this client’s concerns to our attention.
  
  If you have any questions, please do not hesitate to call me.
  
  Sincerely,
  
  
  Jeffrey S.
  Executive Director

  Customer Answer

  Date: 07/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  When transferred to the other department, I was not given the new information that I was able to do a consumer proposal WITHOUT their help.

  Furthermore, two errors were made on part of Consolidated Credit which made me less than satisfied. As you have stated in your reply, part of the services rendered by your company is, “where the client would go through another more in depth assessment of their expenses, income, assets, liabilities, financial transactions and goals relating to thier financial situation.”
  

  During this explanation, the Senior Credit Counsellor made two large errors: one, he listed me as single, which voided all the calculations and papers he had done. They all had to be redone by my LIT. I know for a fact I told him I was common law and in fact, shared with him that I was to be married at the end of August, and received his congratulations.

  Second, this senior credit counsellor also neglected to put my student loans on my account, despite it being included in the files I sent to him, and I know I mentioned it in my debts. So, by missing this, the payment amount quoted to me by Consolidated jumped up by double, and again, all the paper work had to be redone.

  Third, this counselor also told me to let him know when my appointment was with the LIT so he could coach me. I did, and he replied with, “Great, let me call you in the morning.” Never did receive that call, or a follow up email. Nothing. Would be happy to post receipts here :)

  So ya, I paid Consolidated $1000+ for this “help” towards attaining an LIT - where they created way more work for them to do, so they redid everything Consolidated had done, so what did I pay for? I had to redo the whole process, resend all paperwork, etc…and I was out money in my time of need.

  Thanks for your explanation on these errors,

  Business Response

  Date: 19/10/2023

  
  Case # ********
  
  Dear Sir or Madame:
  
  This letter will serve as a formal response to your office’s correspondence regarding the above referenced case and the additional response from the consumer. We have reviewed the aforementioned client’s file, recorded calls, and we would like to further clarify this situation by offering additional information, as well as our position regarding the status of this matter up to this point.
  

  After further review of the information provided by the client, information that was already on the file and a review of the credit report, the counsellor’s interpretation and handling of the information led to the advice provided.  This includes the student loan, which may be added to the proposal but may survive the proposal as a result of the date which it was opened and studies ended.
  

  We would like to thank the consumer for bringing this to our attention, and as a result, the counsellor has been advised and educated on the importance of paying attention to all the details of a particular situation, and fulfilling all the undertakings relating to servicing the client and their file.
  

  As always, Consolidated Credit Counseling Services of Canada, Inc. has a long history of providing a quality service and has an excellent reputation. To the client, we appreciate having them as our client and it is still our policy to endeavor to resolve any dispute to the satisfaction of all involved.
  

  If you have any questions, please do not hesitate to call me.
  

  Sincerely,
  
  Jeffrey S.
  Executive Director

  Customer Answer

  Date: 20/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  While I do appreciate the effort in educating your employees, I am wondering if I could have a refund, for the services rendered by Consolidated Credit only added stress to an already stressful time. Not only did the Licensed Insolvency Trustee have to do redo all the forms - so did I. Consolidated made this process difficult for me, so to learn it could have been avoided by proper employee training, is frustrating to me as a consumer. You must understand that you are dealing with, as a business, vulnerable members of society going through a tough time. You do not know my specific situation, nor do you need to, to feel sympathy for the situation I’ve gone through, in part due to your company’s error. Going through financial issues is difficult enough on its own.

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

• Initial Complaint

  Date:21/07/2023

  Type:Billing Issues
  Status:

  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 went to CCC for help after loosing my job and following behind on payments. I enrolled in their credit counseling program, and after 3 months of payments was informed that : 1) some of my creditors would not work with them, hence not resolving me issue 2) I would have to resolve others outside the program. I called back and was told my only option was to file a consumer proposal. I went through the process, and was really happy with the individual who helped me and referred my case to a trustee for filing. I was told my payments would be 800$ per month for 60 months. Two payment of $801 were debited from my account before I even met with the trustee; which is where I had to sign an acknowledgement that the 3 payments of $800 ( totally $2400) being paid to CCC was "volunteered" and would not count towards my proposal. There are NO fees to go to a trustee and file yourself!! This information was NOT provided transparently; otherwise I would have never proceeded with them. $2400 for a single parent who is struggling to pay off bills is preying on individuals!!! (File: ****** )

  Business Response

  Date: 02/08/2023

  Complaint ID: ********
  
  Dear Sir or Madame:
  
  This letter will serve as a formal response to your office’s correspondence regarding the above referenced case. We have reviewed the aforementioned client’s file and we would like to clarify this situation by offering you the following background information, as well as our position regarding the status of this matter up to this point.
  Consolidated Credit Counseling Services of Canada, Inc. is a national, non-profit credit counselling agency.  Since our inception in 2007, our organization has assisted many families across Canada that were experiencing financial difficulties.  Consolidated Credit Counseling Services of Canada, Inc. is currently servicing thousands of clients and disbursing payments to hundreds of creditors on a monthly basis.  Our operation is completely automated and is operated by some of the most sophisticated computer systems in the industry.  In addition, our client service and counselling staff is well trained and dedicated.  We provide a quality service and ask for our clients’ cooperation and patience.
  This is a returning Client who previously used our service in 2017 but dropped from the program after making only one valid payment as the others were not honored by the Client’s bank. The Client indicated, they were going to be settling the accounts with the creditors instead.
  The Client started this program on January 20th, 2023 and proposals were sent to the Client’s creditors on February 8th, 2023. All creditors were contacted and the Client was notified of the creditors’ terms prior to receiving any funds from the Client; one creditor delayed their response but it was received before the payment from the Client cleared.
  The Client made bimonthly payments however, three of the first five payments made, were not honored by the Client’s bank. And while the payment due in February 2023 was eventually made up on March 14th, 2023, the creditors that had already accepted our proposal were expecting their payment by March 1st, 2023, according to the arrangements.
  
  Creditor qualifications for approval vary by creditor, likewise, their response time. Within forty-eight business hours of receiving the Client’s agreement, the Client was notified that four of the creditors could not be included in the program. We notified the Client the same day of receiving the fifth creditor’s non-participation; which is approximately one month after receiving the Client’s agreement. In each instance, the Client’s monthly payment amount was updated and lowered as accounts were removed and the Client was notified accordingly.
  A discussion with the group of counsellors that specialize in alternative solutions was suggested as the Client’s largest creditor offered the Client a settlement which the Client advised us was unaffordable and inquired if we had other options.
  While there are no fees attached to this conversation and the guidance provided, it was outlined that should the Client wish to proceed and have the representative act as an advocate for the Client, facilitate the introduction to an appropriate Licensed Insolvency Trustee, be provided with ongoing support and educational services,  there would be fees attached, and those fees were described separate and distinct from any repayment made to the Client’s creditors.
  At the time of writing, the Client had made an insolvency filing with the recommended Licensed Insolvency Trustee effectively dealing with their debts.  We continue to reach out to the Client to resolve this issue, however, we have been unsuccessful to date.
  We are happy to have the consumer as a client of Consolidated and apologize again for any misunderstanding and or any inconvenience.  
  Consolidated Credit Counseling Services of Canada, Inc. has a long history of providing a quality service and has an excellent reputation.  It is our policy to endeavor to resolve any dispute to the satisfaction of all involved. We appreciate your bringing this client’s concerns to our attention.
  If you have any questions, please do not hesitate to call me.
  Sincerely,
  Jeffrey S.
  Executive Director
  

  Customer Answer

  Date: 03/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The company did not indicate that the fees I was paying was "voluntary" for a free service available as a Canadian Citizen as part of the insolvency act. They have debited my account in the amount of $1600, and have plans to remove an additional $820 from my account, as a fee to transmit documents to an insolvency trustee, who charges ZERO for this process. The gap between ZERO and $2400 is too large, especially when their customers comes to them for help due to financial issues.
  

  They run an unethical practice, preying on individuals in times or hardships.

  To Date: CCC has not attempted to contact me with any resolution.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:12/07/2023

  Type:Billing Issues
  Status:

  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.

  Dear Better Business Bureau, I am filing a complaint against Consolidated Credit regarding two critical issues impacting my credit rating and financial opportunities. I kindly request your intervention and assistance in addressing these concerns. Firstly, an unauthorized collection was added to my account during my participation in Consolidated Credit's credit counseling program. I have repeatedly contacted the company to remove this collection from my credit report, but they have not taken any action. This unauthorized collection has unjustly affected my creditworthiness. Additionally, several accounts I paid off during the program are inaccurately reported as open on my credit report. Despite my attempts to rectify this issue with Consolidated Credit, they have failed to update the account status accurately. The incorrect reporting of closed accounts misrepresents my financial responsibility.And some accounts are not showing up closed status and show pending balance. The presence of an unauthorized collection and the incorrect reporting of closed accounts have adversely impacted my creditworthiness. Please investigate and ensure Consolidated Credit takes prompt action to rectify these issues. I trust the Better Business Bureau's expertise and influence to facilitate a fair resolution in this matter. Your immediate attention to this complaint is appreciated. If you require additional information or documentation, please contact me. I am fully committed to cooperating with the Better Business Bureau. Thank you for your time and consideration. I look forward to a positive resolution that restores the accuracy of my credit report and holds Consolidated Credit accountable. Sincerely,

  Business Response

  Date: 24/07/2023

  
  Case # ********
  
  Dear Sir or Madame:
  
  This letter will serve as a formal response to your office’s correspondence regarding the above referenced case. We have reviewed the aforementioned client’s file and we would like to clarify this situation by offering you the following background information, as well as our position regarding the status of this matter up to this point.
  
  Consolidated Credit Counseling Services of Canada, Inc. is a national, non-profit credit counselling agency.  Since our inception in 2007, our organization has assisted many families across Canada that were experiencing financial difficulties.  Consolidated Credit Counseling Services of Canada, Inc. is currently servicing thousands of clients and disbursing payments to hundreds of creditors on a monthly basis.  Our operation is completely automated and is operated by some of the most sophisticated computer systems in the industry.  In addition, our client service and counselling staff are well trained and are dedicated.  We provide a quality service and ask for our clients’ cooperation and patience.
  
  The Client engaged the services of our organization on June 19, 2018 in order to receive assistance in fulfilling the debt obligation to the Client’s creditors. Upon receiving all of the necessary information to properly process the Client’s file, we immediately contacted the Client’s creditors and made arrangements that would allow the Client to make one monthly payment through our office and be able to re-pay the enlisted total debt, completely interest-free. The Client’s first payment was due to our office by July 15, 2018 and the final payment was dispersed to the Client’s creditors on October 27, 2020.
  
  The Client has alleged that Consolidated was contacted repeatedly regarding the concerns of the complaint and Consolidated took no action.
  
  On February 22, 2019, the Client queried why one of the creditors was not showing receipt of payments on the credit bureau. Our Representative informed the Client that some creditors do not report payments made via the program, however, we will walk the client through the process of filing disputes to address the reporting if needs be, once the program is complete.
  
  On November 17, 2020, the Client requested that we provide a paid in full confirmation for each of the four accounts on the program in order to update the credit bureau. Our Representative advised the Client that we had received paid in full confirmations from only three of the creditors so far and supplied those to the Client. On November 23, 2020 we received the paid in full confirmation from the fourth creditor and provided it to the Client.
  
  In July of 2021 on the fifteenth day, the Client notified us of a collection reporting on the credit bureau, inquired who the creditor was and why they were not being paid [by Consolidated]. All accounts enrolled in the program were being paid and so we advised the Client to contact the collection agency and find out who is the original creditor.
  
  We next heard from the Client on July 13, 2023 indicating that a named creditor did not report the account as being paid in full. Our Representative advised the Client of the dispute process and escalated the issue as the Agent for the named creditor had provided us with a paid in full confirmation from the creditor. Our Specialist reached out to the Agent of the creditor in question who advised us that they escalated the issue to the creditor for further review and will inform us once an update has been provided. When the Client returned our call on July 18, 2023, our Specialist advised the Client of the information we received from the creditor’s Agent and that we had provided all documents needed for the Client to initiate disputes with the credit bureaus. Our Specialist suggested to the Client to include a dispute regarding the named creditor whilst they conduct their review to expedite the update of the credit bureaus to show the account as paid in full and if the creditor does not make the amendment within the next sixty days, to notify us and we will further follow up with them.    
  
  Since receiving your correspondence, we noted that our Specialist had already reached out to the Client and discussed the concerns mentioned.
  
  While it is typical of the creditors to re-rate the debts on the program, it is by no means consistent. How the creditors report to the credit bureaus is up to them and varies from creditor to creditor. As well, these ratings may change over the course of the program according to their practice/internal policy.  This is not something that Consolidated Credit can affect.  Consolidated Credit Counseling Services of Canada does not report to the Credit Bureaus nor resolve credit bureau report issues.  Our Client was furnished with a disclosure supplied with the Membership Agreement which is signed by the Client, stating, “Entering into a debt repayment program may lower your credit rating or credit score. Your credit rating is used by lenders and creditors, insurance companies, landlords and potential employers to assess applications for items such as loans, lines of credit, credit cards, insurance, apartment rentals and employment.” And in the disclosures of the Agreement that “The Client understands that the Client’s participation in a Debt Management Program may affect the Client’s credit rating either favourably or unfavourably …”.
  
  We can continue to support the Client with documentation that they have paid off their debt in full and we communicated this to the Client. Decisions on extending any credit rest with the creditor, and Consolidated Credit cannot impact those decisions.  We can, however, identify potential creditors that may help clients achieve their goals such as home ownership etcetera.
  
  We understand how the Client may feel regarding their credit rating and while this is important, our program is designed to assist with becoming debt-free and being in a better financial position at its conclusion. The Client has benefitted from repaying the enlisted debts completely interest-free which amounted to saving thousands of dollars compared to paying on their own at the initial contractual rates that the Client had with their creditors; this and becoming debt free have a much larger impact on credit worthiness over time.
  
  We are happy to have had the opportunity to assist the Client with their financial situation.  We do not feel that any error was made on the part of this organization and do not take culpability for the credit reporting actions of creditors.
  
  Consolidated Credit Counseling Services of Canada, Inc. has a long history of providing a quality service and has an excellent reputation.  It is our policy to endeavor to resolve any dispute to the satisfaction of all involved. We appreciate your bringing this Client’s concerns to our attention.
  
  If you have any questions, please do not hesitate to call me.
  
  Sincerely,
  
  Jeffrey S.
  Executive Director
  
  
  
  

  Customer Answer

  Date: 30/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I am writing to express my deep distress and frustration regarding the unresolved credit reporting issue that has been affecting my financial standing. Despite repaying all my debts, the correct information has not been updated on my credit report. **** ********** ** *** **** ** **** ******* *** ****** ** *********** ******** *** **** ** ******* **** * ****** ** *** *******

  It is disheartening to see that one of my credit cards still shows a pending balance, despite my consistent efforts to resolve the matter. Your company's failure to update the information and the repeated requests without any resolution has left me feeling utterly powerless and trapped in a never-ending loop of frustration.

  I want to emphasize how crucial accurate credit reporting is for me and my financial future. The erroneous reporting is severely impacting my credit score and hindering my access to various financial opportunities. I trusted your company to handle my debts responsibly, and this situation has shattered that trust.

  As a victim of this credit reporting discrepancy, I demand immediate action and a concrete plan to rectify this situation. I expect your company to take full responsibility for this oversight and work diligently to update the information on my credit report as it should be.

  Moreover, the lack of communication and clarity during this ordeal has been extremely disrespectful. I deserve better treatment as a customer who relied on your services in good faith. The dismissive response of "call the bank" without any resolution adds to my frustration and disappointment.

  I urge you to take this matter seriously and provide me with a prompt and satisfactory resolution. My financial well-being and future prospects are at stake, and I will not rest until this issue is resolved to my satisfaction.

  I demand a written confirmation once the necessary corrections are made to my credit report. Furthermore, I expect your company to take measures to prevent similar incidents from occurring in the future and to improve communication and customer service.

  Your immediate attention to this matter is crucial. I hope to receive a response detailing the actions being taken to address this issue as soon as possible.
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:23/03/2023

  Type:Billing Issues
  Status:

  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 spoke with a representative yesterday and was very satisfied with the outcome of that conversation. Although the payback amount was more than we were hoping we thought we could make it work. Unfortunately, today we received an email that was $300 more than originally quoted saying they were taking that amount from our account instead. Unacceptable and by their representative that I spoke with today, said it was well beyond our budget we would have to not pay other bills to pay your business! Completely the opposite of the expectations of getting out off debt. Then when speaking with a manager who agreed it was their representatives fault for the misquote, as she put it under the wrong field, would not stand by the contract originally signed yesterday. Completely unacceptable! I feel we were asked to sign a contract and then sent a new one completely out of our price range in order to get more money and we wouldn’t notice. Sad; when we were feeling so hopeful.

  Business Response

  Date: 06/04/2023

  Thursday, April 6, 2023
    
  
  Dear ******* *.:
  
  This letter will serve as a formal response to your office’s correspondence regarding the above referenced case. We have reviewed the aforementioned client’s file and we would like to clarify this situation by offering you the following background information, as well as our position regarding the status of this matter up to this point.
  Consolidated Credit Counseling Services of Canada, Inc. is a national, non-profit credit counseling agency.  ***** *** ********* ** ***** *** ************ *** ******** **** ******** ****** ****** **** **** ************ ********* *************  ************ ****** ********** ******** ** ******* **** ** ********* ********* ********* ** ******* *** ********** ******** ** ******** ** ********* ** * ******* *****.  Our operation is completely automated and is operated by some of the most sophisticated computer systems in the industry.  In addition, our client service and counseling staff is well trained and dedicated.  We provide a quality service and ask for our Clients’ cooperation and patience.
  One of our newer Counselors inadvertently misquoted the monthly program payment to our Client which caused the Client’s misperception of the Company’s key function. A member of our upper level Management Team has already reached out to our Client and apologized and has offered concessions to our Client’s satisfaction. We are still working with our Client to execute the best re-payment arrangement that will be acceptable to our Client’s creditors.
  
  Consolidated Credit regrets the inconvenience our error has caused our Client and has addressed the matter internally for careful adherence to protocols to avoid mishaps. We are happy to have the consumer as a client of Consolidated and are committed to ensure that the remainder of our Client’s stay with us is satisfactory. 
  
  Consolidated Credit Counseling Services of Canada, Inc. has a long history of providing a quality service and has an excellent reputation.  It is our policy to endeavor to resolve any dispute to the satisfaction of all involved. We appreciate your bringing this Client’s concerns to our attention.
  
  If you have any questions, please do not hesitate to call me.
  
  Sincerely,
  
  Jeffrey S.
  Executive Director
  
  

• Initial Complaint

  Date:27/02/2023

  Type:Billing Issues
  Status:

  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.

  We contacted this company to help us with consolidate our debts. They told us they would handle everything and it would be done within 10 days. Our payments were supposed to have started on Dec 28th 2022. When I contacted them on Dec 21, 2023, they told me that the proposals to the lenders hadn't been completed yet. I said my payments would have started soon and I don't want to be paying twice. She told me on the phone that it would take up to 45 days to complete the proposals with the lenders. I told them that I cannot defer payments for that long. I cancelled the consolidation loan with them and told them I don't want to pursue with this any further. This company didn't contact the lenders to let them know of the cancellation and now we have a R9 rating on our credit history even though we didn't use them. We were never late on any payments to the lenders but now I'm faced with a bad credit score. I now have to contact the credit bureau to file a dispute because two of the lenders have put a note on our credit score saying we used a consolidation company. This company is ***** to their consumers and should not be in business if they are not doing what they say their going to do. They also told is our credit history would be fine if we used their services.

  Business Response

  Date: 07/03/2023

  
  March 7, 2023
  
  
  Complaint Administrator
  BBB Serving Central Ontario
  903 - 30 Duke Street West
  Kitchener, Ontario
  N2H 3W5
  Canada
  
  Case # ********
  
  Dear Sir or Madame:
  
  This letter will serve as a formal response to your office’s correspondence regarding the above referenced case. We have reviewed the aforementioned client’s file and we would like to clarify this situation by offering you the following background information, as well as our position regarding the status of this matter up to this point.
  
  Consolidated Credit Counseling Services of Canada, Inc. is a national, non-profit credit counselling agency.  ***** *** ********* ** ***** *** ************ *** ******** **** ******** ****** ****** **** **** ************ ********* *************  ************ ****** ********** ******** ** ******* **** ** ********* ********* ********* ** ******* *** ********** ******** ** ******** ** ********* ** * ******* ******  *** ********* ** ********** ********* *** ** ******** ** **** ** *** **** ************* ******** ******* ** *** *********  ** ********* *** ****** ******* *** *********** ***** ** **** ******* *** **********  We provide a quality service and ask for our clients’ cooperation and patience.
  
  The client’s file was received and processed by us on November 30th, 2022 with a selected payment due date of December 28, 2022 and a corresponding payment disbursement date to the enlisted creditors on or before January 6th, 2023. Consolidated Credit submitted proposals to the client’s creditors on December 16th, 2022 and were awaiting their response but after speaking with one of our Representatives on December 21st, 2022, our client opted to cancel the program and we obliged.
  
  Since receiving correspondence from the Bureau, we reached out to the client and addressed all the concerns that were stated in the complaint, also, additional complaints that were raised during the conversation. We clarified the timeline of proposal generation and acceptance and payment disbursement and creditor expectations.  Additionally, we advised our client that Consolidated Credit Counseling Services of Canada does not report to the credit bureaus, nor can we impact that reporting.  Reporting resides with the creditors.
  
  Regardless of our ability to impact the bureaus, we advised our client that we had reached out to the creditors to confirm that the client was no longer with our service and cancelled on December 21, 2022 before the program started. We requested that the accounts be updated that the client is not on the Debt Management Program and that their credit bureau reporting be adjusted to reflect accordingly. We notified the client that we received a vague response from one of the two creditors and will reach out back to them for specifics. We advised our client that we can make no guarantees as the creditors may choose not to delete the reporting of the involvement in the Debt Management Program, but simply report an update that the client is no longer participating, which is their basic obligation.
  
  According to the client, the accounts are now paid in full, a payment was never skipped nor were they ever late. We advised our client that that should eventually bolster the debt to income ratio and the overall credit score and that the timing would likely negate any significance of the reporting that the client was on a Debt Management Program. We will be in-touch with our client and relay the creditors’ responses.
  
  As a third party, we do not report to credit reporting agencies. The responsibility to report to credit bureaus has always been that of the creditors. Typically, creditors simply make relevant status updates. We discussed the client’s options of disputing any inaccurate reporting or adding a succinct consumer statement to indicate that the client cancelled the program before payments started and paid the accounts in full, which the credit report would substantiate.
  
  We are happy to have had the consumer as a client of Consolidated and apologize again for any misunderstanding and or any inconvenience.  
  
  Consolidated Credit Counseling Services of Canada, Inc. has a long history of providing a quality service and has an excellent reputation.  It is our policy to endeavor to resolve any dispute to the satisfaction of all involved. We appreciate your bringing this client’s concerns to our attention.
  
  If you have any questions, please do not hesitate to call me.
  
  Sincerely,
  
  
  Jeffrey S.
  Executive Director

• Initial Complaint

  Date:13/12/2022

  Type:Service or Repair Issues
  Status:

  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 signed up for consolidated credit to help pay down my bills at a lower interest rate. The entire application was done over the phone and the agreement was that I pay a fee to these guys and they pay my 3 creditors back at a lower interest rate. Before I started this service, my credit was good. The only issue was the high balances on my credit cards.. It’s been only 2 months into the program and I noticed that my credit score has dropped almost 100 scores and is now poor.. I noticed they made the payments after my due dates which resulted in late payments. So I changed my due dates to an earlier day in November to avoid these late payments.. But for the month of November, they failed to pay 2 of my creditors which resulted in missed payments on my credit bureau..Even though I made extra payments for that month, only one of my creditors was paid. This was not the agreement and not what I signed up for. I have tried calling customer service and they are not helpful whatsoever. I need this issue escalated. I want to close my account with consolidated credit and pay off the balance.

  Business Response

  Date: 20/12/2022

  Dear Sir or Madame:
  
  This letter will serve as a formal response to your office’s correspondence regarding the above referenced case. We have reviewed the aforementioned client’s file and we would like to clarify this situation by offering you the following background information, as well as our position regarding the status of this matter up to this point.
  
  ************ ****** ********** ******** ** ******* **** ** * ********* ********** ****** *********** *******  ***** *** ********* ** ***** *** ************ *** ******** **** ******** ****** ****** **** **** ************ ********* *************  ************ ****** ********** ******** ** ******* **** ** ********* ********* ********* ** ******* *** ********** ******** ** ******** ** ********* ** * ******* ******  *** ********* ** ********** ********* *** ** ******** ** **** ** *** **** ************* ******** ******* ** *** *********  ** ********* *** ****** ******* *** *********** ***** *** **** ******* *** *** **********  We provide a quality service and ask for our clients’ cooperation and patience.
  
  The Client engaged the services of our organization on August 29, 2022 in order to receive assistance in fulfilling the debt obligation to the Client’s creditors. Upon receiving all of the necessary information to properly process the Client’s file, we immediately contacted the Client’s creditors and made arrangements that would allow the Client to make one monthly payment through our office and be able to pay two of the enlisted creditors, at a substantially reduced interest rate and second largest creditor, interest-free. The Client’s scheduled payment date was changed to, due to us on twenty second monthly and scheduled to be disbursed by our organization to the creditors, on or before the twenty-eight day of each month as stated in our proposal to the creditors.
  
  Since receiving your correspondence, we reached out to the Client to contact us for an in-depth programme review and to relay additional information that we had received from the creditor in question.  The Client contacted us to cancel the programme and we complied and discussed the programme in detail. The client had made an additional payment in November 2022 via our web portal and at that time, changed the scheduled due date. Inadvertently, one of the payments was sent to only one of the client’s creditors instead of being disbursed to all creditors as scheduled. A double payment was disbursed to the creditors ten days later. We spoke to the creditor’s Agent and they are researching to see if there may be another, or, supplementary causation factor as to why the account would have been reported past due.  Additionally, the creditor Agent indicated that the double payment that was sent by us earlier this month, will change the current reporting. Based on the creditor’s Agent research findings, we will submit a request for consideration for an adjustment to the creditor’s November reporting as the delayed payment remittance was due to no fault of the Client. We can make no guarantees and notified our Client accordingly.
  
  While it is typical of the creditors to re-rate the debts on the program, it is by no means consistent. How the creditors report to the credit bureaus is up to them and varies from creditor to creditor. As well, these ratings may change over the course of the program according to their practice/internal policy.  This is not something that Consolidated Credit can affect.  Consolidated Credit Counseling Services of Canada does not report to the Credit Bureaus nor resolve credit bureau report issues.  Decisions on extending any credit rest with the creditor, and Consolidated Credit cannot impact those decisions.  We can continue to support the Client with documentation, to say that the payment disbursement delay in November 2022 was not the consumer’s fault as we did not disburse it in a timely manner and we communicated this to the Client.
  
  We understand how the Client may feel regarding their credit report and while this is important, our programme is designed to assist with becoming debt-free and being in a better financial position at its conclusion. We regret our oversight but there have been no misappropriations of funds whatsoever. Our client was not comfortable closing this complaint until confirmation was received from the creditor in question that the double payment was applied. As this response is being drafted, we received confirmation from our bank that our cheque for payment to the creditor in question was cashed by them. 
  
  Consolidated Credit Counseling Services of Canada, Inc. has a long history of providing a quality service and has an excellent reputation.  It is our policy to endeavor to resolve any dispute to the satisfaction of all involved. We appreciate your bringing this Client’s concerns to our attention.
  
  If you have any questions, please do not hesitate to call me.
  
  Sincerely,
  
  Jeffrey S.
  Executive Director
  
  
  
  

• Initial Complaint

  Date:12/10/2022

  Type:Sales and Advertising Issues
  Status:

  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.

  several days i got a call that said *** ***** and since i have never had any dealings with them i ignored the ca;;. A voice mail came in and when i listen to it it was a credit counselor call. i never requested that either. they called again and again so i blocked their calls and then they were getting thru to my voice mail without the phone ringing. I tried calling that number back but could not get thru but they did register my call because today i got an email saying they are sorry they missed my call. **** ** ******** ********* **********.

  Business Response

  Date: 20/10/2022

  October 20, 2022
  
  Complaint ID ********
  
  Dear Sir or Madam:
  
  This letter will serve as a formal response to your office’s correspondence regarding the above referenced complaint. We have reviewed the aforementioned consumer’s information and we would like to clarify this situation by offering you the following background information, as well as our position regarding the status of this matter up to this point.
  ************ ****** ********** ******** ** ******* **** ** * ********* ********** ****** *********** *******  ***** *** ********* ** ***** *** ************ *** ******** **** ******** ****** ****** **** **** ************ ********* *************  ************ ****** ********** ******** ** ******* **** ** ********* ********* ********* ** ******* *** ********** ******** ** ******** ** ********* ** * ******* ******  *** ********* ** ********** ********* *** ** ******** ** **** ** *** **** ************* ******** ******* ** *** *********  ** ********* *** ****** ******* *** *********** ***** ** **** ******* *** **********  We provide a quality service and ask for our clients’ cooperation and patience.

  The consumer’s primary concern is with the Caller ID on the call made and the call that was made to them.
  
  On or about October 5, 2022 the consumer filled out a form and submitted information on a website for financial services.  As outlined on that form and listed prior to submission, the consumer grants consent and acknowledges that either the website publisher or any of it’s partners may contact the consumer by phone or email.
  
  After which, the information was electronically passed to Consolidated Credit Counseling Services of Canada, and we reached out to contact the consumer by phone.  No contact was made, so we reached out again at another time.  There was still no contact so an email was sent to the email address on file.
  
  I would like to thank the consumer for bringing this issue to our attention as it has allowed us to research a serious concern that was and is occurring outside of our knowledge and control.  After further detailed examination, and an unsuccessful attempt to discuss this with the consumer, we have found that even though the number from which our call went out by is registered to us, ****** ************** has erroneously ascribed the Caller ID to the *** *****.  This is the only service provider that shows this Caller ID on the number in question.  The Caller ID that is displayed is controlled by recipient’s service provider.  Since that time, and until ****** ************** corrects this issue, we have substituted that outbound telephone number and removed the consumer from our contact system.
  
  As indicated above, there was no intent to mislead the consumer, and in fact, this occurred without our knowledge or control.  As well, the submission and consent provided by the consumer, initiated our action to reach out.
  
  Consolidated Credit Counseling Services of Canada, Inc. has a long history of providing a quality service and has an excellent reputation.  It is our policy to endeavor to resolve any dispute to the satisfaction of all involved. We appreciate your bringing this consumer’s concerns to our attention.
  
  If you have any questions, please do not hesitate to call me.
  
  Sincerely,
  
  
  ******* ********
  Executive Director 

  Customer Answer

  Date: 23/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:how did they get my number and had my email address also. they have to be surreptiously gathering all the information on a person without their consent or knowledge as they proved i am imbedded in their business base. **** ** ************ ** *** ***** ** ********
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:31/05/2022

  Type:Customer Service Issues
  Status:

  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 signed up with consolidated credit Canada to consolidate my credit debts over a year ago. About a month ago I came up with a lump sum to take care of all my creditors. I have five creditors on file. With a total of over $10000 owing. I sent it all in to pay off my creditors. It's over a month now and it appears that a few of the creditors are paid. And the others have not received the payment yet. Why is it taking this long? I requested a completion letter. And they can't provide me with it. They tell me they are still waiting for the payoff total of one of my creditors. I thought the amount and total payment was already set when I first signed up on the program. Also now that I need to remortgage my home. My mortgage lender is requesting some documents from consolidated Canada. I.e. -certificate of full performance proposal -report of administrator on consumer proposal -statement of affairs They can't even provide me with any of these documents to provide to my mortgage lender. They keep telling they are waiting on my creditors to get closing and completion letters from them. I have been calling them 2 times a week to get updates. Same answer evertime I call. For some reason I can't go on there live chats for help anymore. It automatically logs me off.

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/06/03) */ June 1, 2022 Dear Sir or Madam: This letter will serve as a formal response to your office's correspondence regarding the above referenced case. We have reviewed the aforementioned client's file and we would like to clarify this situation by offering you the following background information, as well as our position regarding the status of this matter up to this point. ******************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************* Our client's primary concern is with the timeframe to obtain specified documents. On May 9, 2022, we received and remitted the funds wired by our client to pay in full four of the five creditors enrolled in the debt management program. On May 16, 2022, we received wired funds from our client to pay in full the final creditor on the program; we disbursed those funds to the creditor on May 17, 2022. The same day, our client requested that we provide a program completion letter and we obliged. We advised the client, we had requested paid in full confirmations from all the creditors and explained the protocols for the client's individual creditors, also, their turnaround time in getting the information to us. Upon receipt of the confirmation from two of the client's five creditors, we promptly sent them to the client; one on May 25, 2022 and the other on May 27, 2022. On May 30, 2022, the client reached out to us for additional information and we complied and furnished a complete payment statement history, a letter advising that the client does not need our permission to obtain a mortgage loan, additionally, we re-sent the program completion letter. On May 31, 2022, we received yet another request from the client for the same information and yet again, we obliged. We are still currently awaiting three creditors' account paid in full confirmation and we have been working with the creditors to obtain these as expeditiously as possible. By way of this complaint, the client is requesting a "certificate of full performance proposal -report of administrator on consumer proposal -statement of affairs". Consolidated Credit provides credit counselling and offers a debt repayment program which is not one and the same as a consumer proposal program. Since receiving your correspondence, we reached out to our client and explained we are unable to produce and or provide those documents as we do not offer consumer proposal services. We also confirmed our client's receipt of the documents requested via our customer service portals, which we sent. Additionally, we advised our client that another of the creditors responded to us, only to indicate that they are awaiting posting of the payment after which they will generate the account paid in full confirmation. This is one of the four creditors to whom we disbursed payoff funds, on May 9, 2022. Our client inquired if the loan officer has contacted us and we advised to date we are yet to hear from them. The client indicated that the rush is due to the deadline that they are up against. We assured our client that we are still feverishly trying to get the remaining three creditors to accelerate the paid in full confirmation requests and are doing everything within our control to facilitate it. ********************************************************************************************************************************************************************************************************************************************************************************************************* If you have any questions, please do not hesitate to call me. Sincerely, Jeffrey S. Executive Director Consumer Response /* (3000, 9, 2022/06/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes.. if its out of their control to get completion letters from the remaining creditors. Than there's nothing much we can do. It would of help if we knew that the company has no control of the creditors before I signed up for the program. Also consolidated credit Canada mentioned that they are a non profitable company. I just noticed I was charged $45 monthly towards them. What was that payment going towards? Business Response /* (4000, 14, 2022/06/17) */ June 17, 2022 Dear Sir or Madam: While Consolidated Credit Counseling Services of Canada, Inc. works with a plethora of creditors in the credit community to provide debt management services to consumers nationwide, we do not create or set standards for their procedures and processes. We do follow up on our end to ensure that the program benefits are in place and that at the culmination of the program, creditors provide confirmations of the paid in full status of the accounts retired via the program. Although a written confirmation is preferred, we have no jurisdiction over how a creditor chooses to confirm that an account is paid in full. Consolidated Credit Counseling Services of Canada, Inc. is a national, non-profit credit counselling agency. The client dues paid by our clients help to facilitate the provision of our services to our enrollees. We appreciate your bringing this client's additional concerns to our attention. If you have any questions, please do not hesitate to call me. Sincerely, Jeffrey S. Executive Director