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:04/28/2025

  Type:Service or Repair 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.

  Your company is impossible to get a hold of. I need to change my banking info and have tried calling for a week. Also when I tried to register online my ID on the contract was incorrect. When I finally got someone I got the correct ID (which is terrible after two years) I registered BUT I cant update my banking info there either! FIX your website. I had also emailed repeatedly without a call back - this is unacceptable for customer service. You may be a non profit but I do pay you ***** a month and put with with many errors from the beginning. Call me **** to update my account. I work ***************************************************************************************************************** call my wife, she has my permission to handle all of my banking needs, etc.

  Customer Answer

  Date: 04/29/2025

  Hello,
  
  I am writing to let you know that this complaint filed on April 28, 2025 has been resolved as of April 29 2025.
  
  "I want to thank the management for responding in such a quick and timely manner. Their area had a widespread phone outage causing multiple problems for their company. Everything has been updated as needed and I am happy to write that this is an excellent company to work with and highly recommend them."
  
  *** *******

• Initial Complaint

  Date:04/04/2025

  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.

  When I first contacted CCCS my credit cards had never been late and I had good credit. They contacted me and convinced me that this would be better because the interest rates would be lower. That is not true. They destroyed my credit they caused late fees and they stole my money with no service in return. I've been hounded by creditors for payment and now the opt-out process is even worse. I attempted to pay my payments and now they are waiting on letters from ****. HUGE MISTAKE I'll never make again. Not only that their customer service is rude.

  

  Business Response

  Date: 04/15/2025

  A review of Ms. ******* account indicates that she contacted our organization on January 29, 2025, to inquire about our credit counseling and debt management services. During this initial interaction, she spoke with one of our certified credit counselors, who conducted a comprehensive budget analysis. This analysisrequired by state lawincludes a detailed review of the consumers financial situation, including income, expenses, and current credit card debt.Its purpose is to determine whether enrollment in a debt management plan (DMP)would be appropriate and beneficial based on the consumers unique financial circumstances. Following a thorough review of the information provided by Ms. ******* the credit counselor recommended enrollment into a DMP. Ms. ****** agreed with the recommendation and proceeded with the enrollment process.

  As part of our standard procedures, CCCF typically submits initial proposals to a clients creditors around the time the first DMP payment is scheduled. During the enrollment process, Ms. ****** was asked to specify her preferred monthly draft date and the desired start date for her DMP. Clients are strongly advised to select a draft date that allows adequate time for the funds to cleartypically four business days after draftingand for the timely disbursement of payments to creditors. Additional consideration is also given to whether a creditor accepts payments electronically via RPPS or only by paper check, the latter of which may involve longer processing times. It is important to note that, depending on the draft date selected and the varying due dates set by individual creditors, there may be instances where payments arrive after the due dateeven when CCCF disburses funds within the timeframe considered standard within the credit counseling industry.

  Ms.****** selected the 6th of each month for her drafts and requested that her first payment be scheduled for March 6, ****** days after her enrollment. She was informed that she would be responsible for making any necessary payments directly to her creditors between the date of enrollment and her first scheduled CCCF payment. Ms. ****** acknowledged and confirmed her understanding of this information. In accordance with her request, CCCF drafted her first payment on March 6, 2025.The funds were disbursed on March 12, 2025four business days following the draft date, consistent with industry standards. Ms. ****** enrolled three creditor accounts in her DMP: two accept payments by paper check, and one accepts payments electronically via RPPS. The two creditors receiving paper checks processed their payments on March 18, 2025. Documentation is attached,including front and back images of the cashed checks, which show the endorsement stamps of the respective creditors. This confirms the payments were received and processed within six days of mailing. The creditor receiving payment via RPPS processed the payment on March 14, 2025. Supporting documentation from the Mastercard RPPS system is also attached to verify receipt.

  Regarding Ms. ******* claim that CCCF negatively impacted her credit, we find this allegation to be categorically false. CCCF drafted and disbursed funds according to the schedule she selected, and within the timeframes required under credit counseling industry standards. It appears that Ms. ****** may not have made direct payments to her creditors for any amounts due prior to her first scheduled DMP payment, which may have contributed to any negative credit reporting.

  As for Ms. ******* assertion that she was not treated professionally or courteously by CCCF representatives, we respectfully disagree. Our staff made repeated efforts to provide Ms. ****** with responsive, respectful, and professional service. Each time she contacted our office, our team made every attempt to address her concerns thoroughly and courteously. Unfortunately, ********** interactions with our staff frequently included disrespectful and verbally abusive behavior, which we do not tolerate. While we are committed to delivering exceptional customer service and addressing all client concerns professionally, we also expect our clients to interact with our staff in a respectful manner.

  Finally,a review of Ms. ******* account notes indicates that her frustration may have stemmed from one creditors refusal to accept CCCFs proposal. This decision was based on the creditors internal policy, which requires that an account be open for at least nine months before being eligible for inclusion in a DMP. As this condition was not met, the creditor declined participation.
  

  Ms.****** elected to cancel her services with CCCF on April 4, 2025.

  
  

• Initial Complaint

  Date:03/18/2025

  Type:Order 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 signed a contract with this company for debt management plan. My contract states my payment is $1351.00 ($1301 + $50 fee) per month for 54 months. I received an email today stating my they will be debiting my account for $1451.00. I immediately called the company and the person I spoke with could not help me. I expect the company to honor their contract payment of $1351.00. Very disappointed with this company and I feel like Ive been scammed. I need my payment to be $1351.00 otherwise I cannot afford the program. I communicated this with the person who signed me up with the program. He lied, obviously.

  

  Business Response

  Date: 03/19/2025

  Dear Ms. ******************** you for bringing your concerns to our attention. We sincerely apologize for any confusion or inconvenience regarding your monthly payment amount.

  Upon reviewing your account, we have identified that the increase in your monthly ACH debt amount was due to a system error, which has since been corrected. As a result, your service fee has been adjusted back to the stated amount of $50.00, ensuring your total monthly payment aligns with the $1,351.00 reflected in your agreement, and is effective immediately.

  However, we would like to clarify that during the proposal process with your creditors, the required payment amount specifically related to your creditor payments may increase slightly based on their final approval and terms. The figures stated in your client agreement paperwork are estimates, as disclosed in the agreement, and are based on the financial information you provided and the details obtained from your credit report. This process ensures that your debt management plan remains effective in meeting creditor requirements.

  If you have any further questions or concerns, you may reach out to our Proposals Manager, ****** *********, for any inquiries related to your creditors, our ******************* Manager, ******* *****, for any questions regarding your payments, or our Operations Manager, ****** *********, for any concerns regarding your account overall. Our team can be reached at **************, Monday through Friday, from 7:00 AM to 5:00 PM PDT.

  We sincerely appreciate the privilege of assisting you on your journey to becoming debt-free and remain committed to supporting you every step of the way.

  Customer Answer

  Date: 03/19/2025

  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.
  

  I appreciate CCCF addressing my issue. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/18/2025

  Type:Product 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.

  This company assured me my credit score wouldn't change I went from a 727 credit score to a 614 they destroyed my credit score. Also I had to give them a down payment of a hundred dollars. They said if I canceled they would refund my money which they refused to. It was alot of deception from the person I first spoke with. These people are not honest. I want them to return my hundred dallors which they promised to return if I canceled. And they did not make my payments on time at least one that I know of my credit is destroyed because of there lak of honesty. I want my money returned with an apology and for messing up my credit. One of there employees told me that they didn't make the payment on time. I just want my money back and again this is a conversation I had with them before I signed a contract. They did not return it.

  

  Business Response

  Date: 02/27/2025

  Thank you for the opportunity to address the concerns raised in the complaint submitted by Mr. *****.

  By way of background, Consumer Credit Counseling Foundation, Inc. (CCCF) is an ISO 9001:2015 certified 501(c)(3)nonprofit organization, founded in 2002, specializing in free and low-cost financial education, credit counseling, and debt management solutions. Our services include community seminars and outreach programs aimed at helping consumers manage their debt and achieve financial stability.

  A review of Mr. ****** account indicates that he initially contacted CCCF on November 12, 2024, to inquire about our credit counseling and debt management services. During this initial interaction, Mr. ***** spoke with one of our certified credit counselors, who conducted a comprehensive budget analysis. This analysismandated by state lawinvolves a thorough review of a consumers financial situation, including income, expenses, and outstanding credit card debt. It is used to determine whether enrollment in a *************** Plan (DMP) is a suitable option based on the consumers financial profile.

  Following the review, the counselor recommended that Mr. ***** enroll in a DMP, which he subsequently agreed to.During the enrollment process, it was explained that CCCF typically submits the first proposals to creditors around the same time the clients first DMP payment is scheduled. Clients are strongly advised to continue making necessary payments directly to their creditors during the initial waiting period to prevent any lapse in payment, which could negatively impact their credit score.Additionally, clients are encouraged to select a recurring ACH payment date aligned with their pay schedule and creditors due dates to ensure timely payments.

  Mr. ***** chose to initiate his DMP on the 25th of each month, with his first payment scheduled for November *******approximately two weeks after his enrollment. He was informed that, based on this start date, he would remain responsible for making any required payments to his creditors until his first scheduled DMP payment was processed.
  Regarding Mr. ****** claim that he was assured his credit score would not be negatively impacted by enrolling in a DMP, we find no basis for this assertion. Industry standards for credit counseling require full transparency, and CCCF ensures that clients are informed that enrolling in a DMP may impact their credit score. While a DMP itself is not reported to credit bureaus, creditors may note an accounts participation, and adjustments to payment terms could affect credit ratings.This disclosure was provided to Mr. ***** during his initial consultation and enrollment process and is also outlined in the debt management service provider agreement and disclosure forms, which all clients are required to review and sign.

  With respect to the $100.00 payment referenced in Mr. ****** complaint, this was a one-time account setup fee,which is standard in the industry. Such fees help cover administrative costs,including creditor communications, account processing, and financial education services, ensuring clients receive effective debt management support. CCCFs policy allows for a refund of this fee if a client cancels within 30 days of enrollment. Records indicate that Mr. ***** first contacted CCCF to cancel his account on February 17, 2025well beyond the refund eligibility period.However, CCCF reviews refund requests on a case-by-case basis, including those submitted outside the stated timeframe.

  Regarding Mr. ****** concerns about payment disbursements, CCCFs records confirm that all funds were disbursed to his creditors on time. Industry standards dictate that credit counseling agencies typically remit client payments to creditors within 7 to 10 business days after receipt. Since Mr. ***** selected the 25th of each month as his recurring payment date, CCCF processed disbursements in a timely manner, in accordance with industry standards, as funds, according to CCCFs records, were disbursed typically around the 2nd of the following month, which is within the required time-frame. It is important to note that disbursement timelines do not directly correlate with individual creditor due dates, and it remains the clients responsibility to select a payment date that allows sufficient processing time. If any of Mr. ****** creditors reported a late payment, this would be due to the specific due date set by the creditor in relation to ********* selected payment schedule.

  Our Operations Manager, ******,contacted Mr. ***** on February 19, 2025, to address his concerns directly. As a result of this discussion, our records indicate that Mr. ***** was approved for a refund of his one-time enrollment fee and elected to continue with his *************** Plan (DMP) with CCCF. A full refund of the $100.00 account setup fee was issued via check and mailed on February 20, 2025.

  Both creditor accounts enrolled in ********* *************** Plan (DMP) are currently listed as Accepted,confirming that his creditors have approved the proposed payment terms.Additionally, our Operations Manager has provided Mr. ***** with direct contact information, ensuring he has a dedicated point of contact for any future questions or concerns regarding his account. We remain committed to supporting Mr. ***** on his journey toward financial freedom.

  We trust this response clarifies the concerns outlined in the complaint. Please let us know if further information is required.

  
  

• Initial Complaint

  Date:02/18/2025

  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 sent automatic payment from ***** personal online banking to CCCF, they are claiming there is not tracking of any payments from ********** or my self ********* ****** at all, after receiving a reversal payment from CCCF. I called accounts manager back from CCCF back and notify him proof of recent reversal payment, he is still claiming no proof of reversal or payment from myself ********* ****** and or chase ***** ********** **************** sent me Proof of Payment being sent to CCCF and received and deposit to their company ***** Total of $610 of each $100 monthly payments with the exception of one payment of $110.

  Customer Answer

  Date: 02/28/2025

  These are recent statements and proof my mom is a consumer of CCCF, as you can see from their email that was sent to my mom, Consumer Credit Counseling Foundation also abbreviate and/or initial the along with their address. As how it was told to my mother when making a payment. 

  
  

  Please see attachment for your review

  Customer Answer

  Date: 03/03/2025

  Can you ask them how are they going to address my concerns directly because communication over the phone, nothing gets solved or done. I have the emails to prove that as well.

  
  

   Blessings,

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

  

  Business Response

  Date: 03/03/2025

  Consumer Credit Counseling Foundation (CCCF) appreciates the opportunity to respond to the complaint filed by Ms. ********* ******. After thoroughly reviewing our records, we can confirm that Ms. ****** is not currently and has never been a client of CCCF. However,we understand that Ms. ****** claims the checks in question were sent to CCCF for application to her mothers account, who is an active CCCF client.

  It is important to note that ********* initially filed this complaint under her own name. When CCCF notified the BBB that Ms. ****** was not, and had never been, a client or anyone CCCF had conducted business with, she subsequently amended the complaint by fraudulently using her mothers name and address as the complainant. However,the content of the complaint itself did not change. Due to these actions, CCCF reported this matter to the BBB, as we believe Ms. ****** was acting in a deceitful manner in an attempt to circumvent our initial response.

  The events in question occurred over the course of several months, beginning in April 2024, when, according to **************** the first check was mailed to CCCF. However, Ms. ****** did not reach out to CCCF regarding these payments until August 2024. Following her initial contact, Ms. ****** continued to reach out to CCCF over the next several months, demanding that CCCF refund her for the checks. She repeatedly stated that her bank had informed her that CCCF had received and cashed the checks. Each time, CCCFs Operations Manager spoke with Ms. ****** to confirm once again that CCCF had not processed any of the checks in question and advised her to contact her bank to resolve the matter.

  It is also important to clarify that Ms. ****** is not an authorized co-applicant on her mothers account with ************************** to state and federal laws protecting consumer information and privacy, CCCF was not able to discuss any details pertaining to her mothers account with her. This legal obligation prevented us from verifying or confirming any account-specific information that Ms. ****** requested.

  As a matter of policy, CCCF requires verifiable account information to properly allocate payments. Since the checks sent by **************** did not contain any identifying details related to her mothers accountonly Ms. ******* nameCCCF would not have been able to deposit or process these checks. Any such payments received without clear account attribution would have been returned to the sender. Additionally, at no point did either Ms. ****** or her mother contact CCCF to provide advance notice that **************** would be sending checks on her mothers behalf.

  To further investigate Ms. ******* concerns, CCCFs Operations Manager facilitated a conference call on December 17, 2024, between Ms. ******* *************** (****************), and himself.During this hour-plus-long discussion, ********** confirmed that CCCF did not cash any of the checks that were allegedly sent via U.S. Mail to our mailing address. ********** also verified that while the checks included Ms. ******* name, they lacked an account number or other necessary details to identify where the funds should be applied.

  Furthermore, Ms. ******* claim that CCCF initiated a payment reversal is inaccurate. ********** confirmed that it was they who processed the reversal of one of the checks in question, not ************************* the conclusion of the conference call, all parties involvedincluding ********* and ***** Bankunderstood that CCCF never cashed any of the checks in question and, therefore, is not responsible for reimbursing Ms. ****** or her bank. ********** indicated that they would work directly with Ms. ****** to explore options for reimbursing her funds.

  At this point, there is nothing more that CCCF can do regarding Ms. ******* request for reimbursement, as CCCF never processed or deposited any of the checks she claims were sent to us. CCCF has gone above and beyond in conducting a thorough and detailed investigation into this matter, including facilitating an extensive conference call with **************** which ultimately confirmed that CCCF had no involvement in cashing or reversing any payments. Ms. ****** must now move forward and work directly with her bank to resolve this matter, as CCCF will not continue to go in circles readdressing a situation that has already been fully investigated and resolved.

  CCCF remains committed to transparency and consumer protection. We trust that this response clarifies our position and the resolution of this matter.
  

  
  

  Customer Answer

  Date: 03/10/2025

  Please see the attached

  

  Business Response

  Date: 03/12/2025

  CCCF acknowledges that Ms. ****** has rejected our initial response to her complaint. However, CCCF stands by everything stated in its initial response, as there is nothing in her rejection response that differs from her initial complaint in a way that would compel or elicit a different outcome.

  That said, ******, our Operations Manager, agreed to reach out to Ms. ****** one final time, which he has done as of March 11, 2025. During their discussion, both parties agreed that Ms. ****** would schedule a day and time in the near future to visit her local bank branchwhere she previously requested that the branch begin sending the referenced bill pay auto payments via check. During this visit, she will facilitate a call between herself, the bank branch manager, ***** customer service, and ******.

  At this point, CCCF is awaiting ********** confirmation of the scheduled day and time to facilitate the call.

• Initial Complaint

  Date:12/19/2024

  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.

  Starting from September 2023, I've been using CCCF as a part of a *************** Program. They were successful in reducing the interest rate of the accounts. I was told at first that the payments would be $470/Month and a $100 fee for a credit counseling service and set up. I was told that $100 out of the $470 was a fee and going to an account as a backup if I was unable to pay. After the settlement with the creditors, my monthly was raised to $524/Month. I was ok with that since the balance of an account had gone up a bit. Little did I know, the $100/month was just a fee for the service. A year goes by, and I looked over how much is left on the accounts that they had settled, and a decent dent was made in paying off the debt. I appreciate that part, but I don't appreciate that I've been overpaying $40/Month for the monthly fee according to the ******** State Law. Code of ******** Title 6.2. Financial Institutions and Services Subtitle III. Other Regulated Providers of ****************** Chapter 20. Agencies Providing *************** Plans ********. Fees and contributions For establishing and maintaining a DMP, a licensee may charge or receive fees or contributions in an amount not to exceed the following: (i) $75 for a set-up fee; and (ii) a monthly maintenance fee of 15 percent of the total amount disbursed, but in no event more than $60 per month. 2004, c. 790, 6.1-363.17; 2010, c. 794.On December 8, 2024, I raised an issue on their website ***************************** and submitted an inquiry about why I am overpaying the fee. Waited at least a week and never got an answer. I'm looking for a resolution for this matter.

  

  Business Response

  Date: 12/30/2024

  Thank you for the opportunity to address the concerns raised in the complaint submitted by ********** We sincerely apologize for any inconvenience or confusion caused.Below, we outline our findings and the steps we have taken to resolve this matter:
  

  Initial Setup Fee and Monthly Payments - Upon reviewing Mr. ******* account, we identified that the initial setup fee charged was $100, which exceeds the maximum allowable fee of $75 as stipulated by ******** of the Code of ********* Additionally, the monthly maintenance fee of $100 exceeded the allowable maximum of $60. Both errors were the result of a system issue during an upgrade to our systems and routine maintenance. Additional safeguards have been implemented to prevent such errors in the future. We deeply regret this oversight and the inconvenience caused. Additionally, if Mr. ****** was informed at any point that the service fee from his monthly payment would serve as a backup fund for non-payment, we acknowledge the potential miscommunication and regret any misunderstanding.
  

  Resolution: Reimbursement of Overcharges - After calculating the total overcharges from both the setup fee and monthly fees, we have refunded $600.70 to Mr. ******* original method of payment. The refund was processed on 12/20/2024 and should reflect in his account within 35 business days from the date the refund was processed.
  

  Communication Improvements - We also acknowledge and apologize for the delayed response to Mr. ******* December 8, 2024, inquiry. It is possible that the aforementioned system upgrades also affected our receipt and ability to respond to client inquiries in a timely manner. We have since enhanced our response procedures and implemented new systems to ensure uninterrupted and effective communication with all clients.

  Our Operations Manager has already reached out to and spoken directly with Mr. ****** regarding his concerns. During this discussion, the Operations Manager provided Mr. ****** with his direct contact information to ensure he has a reliable point of contact for any future questions or concerns regarding his account.
  

  We value Mr.******* trust and regret any frustration this situation may have caused. We appreciate his patience and understanding as we worked to resolve this matter.

  
  

• Initial Complaint

  Date:12/14/2024

  Type:Service or Repair 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.

  On December 12th, I received information about a debt relief program and went ahead and signed up for it. Later that same day I changed my mind and decided to cancel the plan which I was told I could do at any time with no issue. It took me hours to get in contact with someone to help me close my account and at every step they tried to convince me not to close the account even though I was adamant about wanting to close it. They kept asking me why I changed my mind and despite having answered already they gave me a hard time to cancel. Finally, they agreed to cancel the plan and not charge me so I asked for a confirmation email that I wouldn't be charged and they just typed up a plain email with no official information saying that I wouldn't be charged. Today, December 14th, they attempted to charge my locked card for the $100 set-up fees despite my asking for them to cancel and not charge me. I want all my bank information removed from their business immediately and I don't want to get any more charges at any point or I will be filing fraud. Please make sure this is resolved.

  

  Business Response

  Date: 12/18/2024

  We are writing in response to the recent complaint submitted by Ms. ******** ******* regarding her experience with Consumer Credit Counseling Foundation, Inc. (CCCF).
  

  About CCCF - Founded in 2002,CCCF is an ISO 9001:2015-certified, 501(c)(3) nonprofit organization dedicated to providing financial education, credit counseling, debt management solutions,and community outreach programs. Our mission is to help consumers achieve financial stability through personalized guidance and support.
  

  Ms. ******* Engagement with CCCF - On December *******, Ms. ******* contacted CCCF to inquire about our services. During this initial interaction, one of our certified credit counselors conducted a comprehensive, complimentary budget analysis, as required by state and federal regulations. This assessment included a thorough review of Ms. ******* income,expenses, and credit obligations. Based on this analysis, enrollment in a debt management plan (DMP) was recommended, and Ms. ******* agreed to proceed.
  As part of our standard enrollment process, CCCF discloses all associated fees for the chosen service, both verbally and in writing. Ms. ******* was informed that a one-time setup fee of $100.00 and a monthly service fee of $50.00 would apply. ********** acknowledged and agreed to these terms at the time of enrollment.
  

  Cancellation Request - We sincerely regret any frustration Ms. ******* may have experienced during her cancellation process. CCCF does not and will not prevent a client from canceling their account. However, as part of our commitment to providing excellent service, we address any questions or concerns clients may have regarding their plans before finalizing a cancellation. This practice, known as account retention, is standard in the credit counseling industry and reflects our dedication to ensuring clients have all the necessary information to make informed decisions.
  That said, we fully respect Ms. ******* decision to cancel her account. Our records confirm the following:
  1. Ms. ******* account was canceled on December 12, 2024, per her request

  2. A written confirmation letter was sent on December 13, 2024

  3. An email confirmation was sent on December 16, 2024.
  

  Account Closure and Charges - ******************** account was canceled on December 12, 2024, an internal error resulted in an automated attempt to charge the $100 setup fee on December *******. We take full responsibility for this oversight and deeply regret the inconvenience caused.
  

  Ms. ******* Banking Information - Regarding ********** request to have her banking information removed, CCCF adheres to California state laws concerning record retention for 501(c)(3) nonprofit credit counseling agencies. Per California law, client records must be retained for at least five years from the date of the final entry in the record. While we are legally required to maintain these records, we assure Ms. ******* that no further attempts to charge her account have been or will be made.
  

  Conclusion - We sincerely apologize for any inconvenience Ms. ******* experienced and hope this response clarifies our actions and procedures. Her account has been fully canceled, and no further fees or charges will be attempted. Should Ms. ******* require any additional assistance or have further concerns, we encourage her to contact our Operations Manager, ******, directly via telephone at **************.
  

  At CCCF, we remain committed to providing exceptional service and financial solutions to all clients.
  
  

  
  

  Customer Answer

  Date: 12/18/2024

  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:11/13/2024

  Type:Product 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 closed my account with ********************** on 11/7/24 and was told no further payment would be pulled, auto play stopped, and a refund of the signup fee. The sineup fee was refunded however the auto pay is still drafting from my account. I was charged on 11/12/24. All I want is that amount refunded and the autoplay turned off.

  

  Business Response

  Date: 11/26/2024

  We have thoroughly reviewed Mr.***** ********* account and confirm that he contacted our organization to cancel his debt management program. Upon his cancellation request, we promptly refunded the one-time enrollment fee he paid.
  

  dditionally, we have processed a refund of his bank draft in the amount of $98.00 to his original method of payment. Mr. ******** should expect to see these funds deposited to his account within the next 3-5 business days, if not sooner. For your convenience, we have attached documentation evidencing the refund of $98.00 back to his bank account.

  We also want to assure Mr. ******** that no further funds will be drafted from him at any point in the future.

  
  Our General Manager, ******, has personally reached out to Mr. ******** to resolve this matter and inform him of the refund.

  
  We sincerely regret any inconvenience this situation may have caused and remain committed to ensuring Mr. ********* satisfaction.

  
  Thank you for bringing this matter to our attention.

• Initial Complaint

  Date:11/12/2024

  Type:Product 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.

  This is a credit counseling company that has been attempting to take money out of my bank account, they succeeded once. I get emails and text messages daily. I don't know who these people are, nor have I ever done business with them. I don't know how they got my account information as I have never given any social security number or bank in formation. This is the third time this month they have tried to take money from me.

  

  Business Response

  Date: 11/26/2024

  Thank you for providing us the opportunity to address the concerns raised by Mr. ***** ******. We have thoroughly reviewed our records and would like to clarify the details regarding Mr. ******* interactions with our organization.

  
  On January 4, 2023, Mr. ****** reached out to CCCF to inquire about our credit counseling and debt management services. During this initial contact, Mr. ****** spoke with one of our certified credit counselors,*****, who conducted a comprehensive budget analysis. This analysis, required by state law, reviews a consumers financial situation,including income, expenses, and credit card debt, to determine if a debt management plan (DMP) would be a viable solution.
  Based on this analysis, ***** recommended that Mr. ****** enroll in a ******. ****** agreed and chose to proceed with enrollment. His first scheduled payment was set for November 5, 2024. However, on November 7, 2024, we received a notification from our bank indicating that ********* had placed a stop payment on the scheduled draft.

  
  Following this, we made several attempts to contact Mr. ****** regarding the returned payment and to discuss the status of his DMP, which we had already initiated by contacting the creditors he had elected to enroll in the program.Unfortunately, despite multiple outreach efforts via phone and written correspondence, Mr. ****** has not responded to any of our attempts to resolve this issue.

  
  Additionally, it is important to note that no refund is due to *********, as the scheduled bank draft was stopped and returned by his bank. Since we did not receive any funds, there are no payments to refund.

  
  To further address Mr. ******* concerns, we have attached a copy of the service agreement forms that he executed during the initial consultation process.These documents clearly demonstrate that Mr. ****** retained our services and conducted business with our organization.

  
  We are perplexed by Mr. ******* assertion that he has never spoken with CCCF or done business with us, as the documentation and account history contradict this claim. We remain available to address any outstanding questions or concerns he may have and encourage him to contact us directly.

• Initial Complaint

  Date:11/08/2024

  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 helped my dad set up payments to get his debt under control so he did not have to file for bankruptcy. Unfortunately the payments are still to high. I have tried getting a supervisor but they have no solutions to try to help him. Also one of his cards the interest rate some how went so high and his balance is getting higher on his Onpoint account. Now I have to help him file for bankruptcy. Do not use this company

  

  Business Response

  Date: 11/26/2024

  Thank you for bringing this matter to our attention. After thoroughly reviewing the account of Mr. ****** ******, we would like to address the concerns raised in the complaint filed by his daughter.

  
  Unfortunately, as Mr. ******** daughter is not listed as an authorized person on the account, we are unable to share or disclose any information related to his account due to state and federal privacy regulations. These regulations are in place to protect the privacy and confidentiality of our clients, and we must strictly adhere to them.

  
  We sincerely encourage Mr. ****** to reach out directly to our management team regarding any concerns he may have about his services with CCCF. For his convenience, he may contact our General Manager, ******, at **************.****** is available to assist him Monday through Friday between the hours of 8:00 AM and 5:00 PM PST.

  
  We remain committed to resolving any concerns Mr. ****** may have and appreciate his understanding of our privacy obligations.