ComplaintsforCanadian Customer Debt Relief Inc.

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted CCDR on May 8th looking for a consultation on my debt. I was ask a few questions in my financial situation mainly my income and expenses, very rough. The only option that was offered to me was a consumer proposal. At the same time the representative ****** keep cutting out and I told him that. I asked that he send everything in an email as he was very hard to understand due to the cutting in and out. An email was sent but not complete. I was then transferred to another person to complete my payments plan. I didn’t understand why I still had questions that were unanswered. I then got transferred back to ****** who told me it’s okay just sign the agreement we will figure everything out after. Don’t worry but make sure you have the $*** payment for use or we will not be able to work on your file. This lead to more questions, what paperwork. I sent numerous emails with questions to *** my account manager with no response. I didn’t send any information but got numerous email reminders to make a payment. I couldn’t get a call back to answer my questions. Then when I finally had enough of the run around I decided to cancel everything I started getting calls again but no one would listen to what I was saying just telling me how much interest I would save without listening to what my financial situation actually was. I requested a refund or partial refund for the $*** payment I made to stop the numerous calls and emails I was getting for payment. Again I was told this is my only option there’s nothing else I can do instead of listening to the fact I wasn’t comfortable with this option due to the amount of questions I have that have not been answered. Then I was sent an email stating they worked on my file for 3 months and deserve to be compensated. It hasn’t been a month and I didn’t send them requested information because I wasn’t getting my questions answered.

  

  Business response

  04/06/2024

  To the Better Business Bureau and Ms. *******:

  
  We at CCDR™ apologize for any miscommunication and inconvenience caused during Ms. *******'s consultation process. We acknowledge Ms. *******'s concerns regarding the clarity of communication, the incomplete information provided, and the unanswered questions.
  We understand Ms. *******'s request for a refund, and we agree to fully refund the $*** payment she made. This refund will be processed within 2 business days.
  Furthermore, we apologize for any undue pressure or perceived lack of responsiveness from our representatives. Our goal is to provide clear and transparent guidance to our clients, and we regret that this did not meet Ms. *******'s expectations.
  We value all feedback, and we will use this experience to improve our communication processes and ensure that our clients have all the information they need to make informed decisions about their debt management options.
  

  Thank you for your understanding.
  

  Sincerely,
  **** ******* CEO

  CCDR™ Canadian Customer Debt Relief Inc.

  Customer response

  04/06/2024

  
  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

  28/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted CCDR as a result of an ad on ******** to help with my consumer proposal that I was perusing. They advised me that the fee for such was ****, which I paid within the next several weeks. I was advised that the first six months of the proposal would be processed by them and the remainder through another agency. I asked if those first six payments were additional charges and they categorically said no. I was left distinctly believing the first six month’s payments which I gave for automatic account withdrawal would go towards paying down the outstanding debt. This was completely their statement . The amount to be paid over 60 months was ****** a month. I have paid the initial fee of **** and to date an additional ****** monthly for six months to them for a total of **** dollars. I agreed to the initial fee of **** ( ***** ** ********* ** ** ******* ******) and then **** over the last six months through again automatic withdrawal. I am seeking the return of the 6 months of payments as my proposal was rejected by my creditors. ** **** ******** ** ** *** ****** ** ********* * ** * ******* ****** ** *** **** *** * ** ******** ** ****** **** ******* ******* *** ****** ** ********** ********** **** **** * ** ****** ******* *** ***** ****** ** ****** ** *** ***** ******** ** * **** ********* ** **** ******* **** ** ******* * **** *** **** ****** *** **** **** * ******. I have let voicemails on their official telephone number without any response. * ** ********* **** ***** ****** ****** **** ****** *** * *** *** *** * ****** ** ******** ** * ******** ******** ** ** ******** ** *** ***** *** *** **** *****

  

  Business response

  28/05/2024

  Dear Mr ****,
  

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We understand your frustration regarding the rejection of your consumer proposal and the associated fees. We aim to provide clarity on the situation and address your specific concerns.
  Firstly, we acknowledge that you paid an initial fee of $***** and six monthly payments of $******, totaling $*****. These payments, as outlined in the signed agreement and final recap, were for the administration of your consumer proposal file. This was thoroughly explained to you, and you agreed to these terms before proceeding.
  Our services involve comprehensive assistance in preparing your consumer proposal, and managing the communications with the trustee. These services are rendered regardless of the final outcome of the proposal, as our expertise and efforts are invested in advocating for your financial interests.
  We understand your disappointment with the proposal rejection. However, it's important to note that the approval or rejection of a proposal rests solely with your creditors. We have no control over their decisions, but we strive to present the strongest possible case on your behalf.
  Regarding the monthly payment amounts, your initial proposal was indeed for $*** per month, but it was rejected due to your sufficient monthly income to support a higher payment. The proposal was subsequently revised to $*** per month for a 60-month term to better align with your financial capacity. You have agreed to and proceeded with the new proposal and it was accepted by the creditors.
  Our fees, as explained in the agreement, are for the administration of your file and are not refundable, irrespective of the outcome of the proposal. This is standard practice in the industry, as our services are rendered regardless of the creditor's decision.
  We acknowledge that our fees might seem high, but they reflect the complexity and extensive nature of our services. *** ** ****** **** *** *** ** * ********* ** *** ********** ** ************* **************** *** ******* ********** ** **** ************ ******** ******** ******* ** ********** ***** **** *********** *** *** ***** ****** ****** *** *******
  We apologize for any misunderstanding regarding the nature of the fees or the proposal process. We value your feedback and are always striving to improve our communication and service delivery.
  We encourage you to review the signed agreement and final recap for a comprehensive understanding of the terms and conditions. If you have any further questions or concerns, please don't hesitate to contact us directly.
  

  Sincerely,
  ******* *******
  CEO
  CCDR

• Initial Complaint

  25/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  When I signed up for this the first thing I asked was if there was was any other changes other then the $500.00 they wanted for all the fees. I was told there wouldn’t be any other charges that I would just pay back the $10000.00 they would lend me with monthly payment. After I paid them the $500.00 they contacted me and told me it would be $14000.00 that I had to pay back. I also ask them if I paid it back in a couple of months if there was any penalty I was later told that I would have to pay the $14000.00 back that it didn’t matter how soon I paid it off.

  

  Business response

  26/01/2023

  Spoke with Client was a clear misunderstanding and agreed to refund in full once complaint is closed.

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