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:10/28/2024

  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.

  My problem is with way the company treats people and your rating They were no help, I trusted them and should not have. They are rude and try to bully people. They also commit fraud in the beginning by adjusting the qualification information you give them, They take advantage of people's trust and BBB is complicate in their deception and fraud by allowing them to use your rating as a positive rating in their advertising. They give you a lot of paperwork to sign with no expiation then put a bunch of disclaimers in to protect themselves. There is a addendum to the contract that lists the terms that each creditor requires, I signed with Credit Guard on 06/20/24, but did not have access to the review that addendum till 08/20/24. I had to call and request that addendum. Another issue I have is two creditors listed in that addendum with acceptance terms never agreed to to participate program but I was never told about that, yet we paid them. Those creditors were paid even though they never agreed to participate,

  

  Business Response

  Date: 11/01/2024

  We have received the complaint from your office on behalf of ****** *********. Pertaining to Mr.Quattrones statements, CreditGuard of America takes pride in our enrollment process and exceptional customer service. All of our calls are monitored for quality and training purposes.

   The New Client Addendum listing all the creditor policies and requirements was sent to the client via clients online account with our agency on 6/21/2024, 7/1/2024, and then again on 08/20/2024. Attachment #1

  Please be advised that when Mr. ********* signed a Contract with CreditGuard of America and joined our voluntary debt recovery program on June *******, he acknowledged to the Terms of Service in his contract.   Attachment #2
  As it pertains to payment sent to creditors who had yet to agree to the program, the Terms of *************** Program of the Contract, item 9,states Funds debited from ************ Account and all other payments made to CGA for payment of the Listed Debts will not be returned to Client at any time for any purpose, but will be paid to the account(s) within the Creditor Listing to pay or reduce Listed Debts. 
  In addition, Item 17 of the Terms of *************** Program in the Contract states CURRENT ACCOUNT DISCLOSURE: A "current account" can be assessed late fees during the transition period, which is usually one to three months depending on the creditor, until the account is re-aged, which means to bring it to a current status. Entering a DMP may affect a Clients credit rating and credit score. But, if you have other accounts that are behind, your credit history has already been affected. Participation in a plan may not prevent litigation, garnishment, attachment, repossession, foreclosure,eviction, or loss of employment, and may not stop efforts to collect a debt from the debtor.
  Therefore, any payment our agency received from ************ would have to be disbursed to his creditors as scheduled unless ************ elected to remove the account in question from the program.  Mr. ********* removed the account in question, Credit One, on 9/20/2024 and we have discontinued any payment to them since that time. 
  As a result of these findings, we have determined that CreditGuard of America, Inc. acted in full accordance with our signed contract and are unable to process any refund to Mr. **************** hope that his response has satisfied this matter. 

  
  

  Customer Answer

  Date: 11/03/2024

   
  Complaint: 22478316
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *********

  Line 19 0f the the *** states the debts listed are part ***.  The creditors that did not agree should have been listed or paid since they did not agree to participate.Had I known those creditors had not agreed I would not have participated in the program, you mislead me listing those creditors as participants. 

  Also since you state all calls are recorded, playback the call were I agreed to sign up. My initial answer's did not qualify me for the program but your *** coached me into false answers that led me to being qualified. Had I not been coerced into signing up we would not be in this situation. Your deceptive practices have caused me to be further debt. When you respond to this please acknowledge that you have reviewed the phone call when I signed up.

• Initial Complaint

  Date:10/02/2024

  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 canceled my service on July 17th 2024 with Credit Guard.I was told I had to wait 65 days before I would receive a check of ******.I signed something.Then telling me I should receive my check it never came.They keep telling me that it's the check has been mailed. Never receiving anything.Each time they said four different send off dates

  

  Business Response

  Date: 10/14/2024

  Please be advised that a Refund Check in the amount of $193.00 was sent to ******* **** via ***************** on 09/24/2024.

  Ms. **** cashed the check on 10/04/2024. A copy of the cleared check has been uploaded. 

   

• Initial Complaint

  Date:05/06/2024

  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.

  Doing business with National Debt Relief with credit card debt. I received an email today From Credit guard saying my payments from checking had been terminated and they needed 1 of 3 money order firms to pay a $128.60 fee. National Debt only asked for around $50. I've requested a call from Creditguard. No money sent to Creditguard.

  

  Business Response

  Date: 05/09/2024

  We have received the complaint from your office on behalf of *********************. Please be advised that our office records indicate that we spoke with Me. ****** by phone on 5/07/2024 and his issues have been resolved. 

• Initial Complaint

  Date:11/03/2023

  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.

  This company setup a payment plan of $185 a month for my payments to then be disbursed to my creditors. However, the creditors have not received any money, my accounts are showing late which before this I was never late with my payments,causing late fees. I dont understand how this is helping me with my debt. Not only that, they tell you if the payments dont post and to watch your accounts and call them if needed but no way to get in contact which is sketchy. When you call the number just leaves you on hold and no one ever picks up. I would like my money refunded back into my account since they did not disburse my funds to creditors as they stated they would and also to cancel cause this company seems very unethical in their practices. I will deal with my debt on my own never again!!

  

  Business Response

  Date: 11/07/2023

  We have received the complaint from your office on behalf of ************************. We have spoken to ************************ on 11/03/2023 and 11/06/2023 and believe this matter has been resolved directly with the client at this time.

• Initial Complaint

  Date:11/02/2023

  Type:Product 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 up for Creditguard for debt relief, used it for months and then paid off all my debt in full and they still charged me $65.52. Told them about it and they said that theyll refund it to me and I signed the cancellation letters. They said it will be sent November 1st, it is now the 2nd. This was 2 months ago as well. So I try logging in to contact them again. It says invalid and theres no account with my info I have always used. They said it will come in a check November 1st. Nothing has came. I cant login and I am seeking my $65.52 that they took from me when everything has been paid off. They removed me from their system I have audio proof of the voicemail as well.

  

  Business Response

  Date: 11/07/2023

  We have received the complaint on behalf of *********************** from your office. Please be advised that we issued check #******* in the amount of $65.52 on November 1, 2023, to the address on file which matches the address provided with this complaint.

  Customer Answer

  Date: 11/08/2023

  I have finally received it in the mail. Close complaint.

• Initial Complaint

  Date:08/17/2023

  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 was completely lied to when I enrolled in ************'s debt consolidation program. The lady on the phone told me I could cancel at anytime but after further research I realized this was not the program I was led to believe prior to enrolling. I decided it would be in my best interest to cancel since it ended up being a different program than what was explained to me on the phone. I called ************ to cancel (since she said I could cancel at any time about 5x when I enrolled) and they told me that I can not cancel until the 21st and would not explain why the 21st of the month was the magical number to cancel. I called back and the same guy answered and when I tried to have him explain why I could not cancel right away (like I was told) he just hung up the phone. After this I realized I was not dealing with an ethical company (they will say anything to get you to enroll and then once you do they wont allow you to cancel). I had to close my bank accounts and open new ones since they wouldn't allow me to cancel. While doing this I talked to both of my credit card providers and they both said ************ had never even contacted them. However the day prior I received a notification from ************ stating that they spoke with my bank and my bank wanted me to pay a high rate each month. This bank had no record of ************ ever contacting them. Im not sure what this business is trying to do but they clearly are not doing things the correct way and will lie and scheme to get you to enroll and give them your account information. I don't even want my money back since this is my fault I got scammed but I just want to unenroll from this program and warn others who are struggling with debt - DO NOT TRUST THIS COMPANY!!! Who knows if your payments you make to ************ will even make it to your creditors - they pretended they spoke with my bank when they never had. I am just so thankful I caught this early before I lost more money.

  

  Business Response

  Date: 08/24/2023

  We have received the complaint from your office on behalf of **************************  CreditGuard of America fully explained our program to **************** during her recorded counseling session before she joined our *************** Program. **************** signed her contract with CreditGuard of America on 08/03/2023 and was provided the Terms of the *************** Program in writing at that time. CreditGuard of America contacted ******************** Creditors on 08/08/2023 and CreditGuard received a reply from one of ******************** creditors requesting an adjustment in the monthly payment on 8/11/2023.  **************** contacted CreditGuard of America on 08/11/2023 to inform us she wanted to cancel. It was explained to her at that time that we were in the process of debiting her bank account for her first program payment and that we could not cancel the debit once it was in progress. CreditGuard does allow our clients to cancel our program at any time. Steps were taken to ensure no future transactions took place on ******************** account once she informed us of her request to cancel.  We have cancelled ******************** account with our office as of 8/21/2023 after receiving a payment rejection from her bank.

  Thank you for allowing me to address ******************** concerns.

   

   

   

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20486493
  
  I am rejecting this response because:

  The bank you supposedly "contacted" on my behalf to raise the rates had never heard from anyone from ************ and had no knowledge of your program. I would be happy to contact the bank and get that in writing if you would like. As for the "recorded counseling" y'all provided - many important details of the program were left out and I was told I could cancel at any time which clearly was not true when I later called to cancel and you were "debiting" my account. Please listen to the recording if needed - I asked that y'all pull it up when you were telling me I couldn't cancel but the man I spoke with would not pull up the recording.

  Maybe y'all should clarify that clients can cancel at anytime EXCEPT for when you are debiting an account and any other exceptions you may have. Finally, my bank payment failed because I had to go to my bank and close my account since you would not allow me to cancel when I wanted to. 

  All I want to do is warn people about your business and how you will say anything to get people to enroll in your program. Im glad I caught it early before y'all took more money from me but the entire purpose of posting this complaint is to warn people to be cautious when dealing with ************.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/11/2023

  Type:Order 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.

  Received a cold call from this company as I do not have any debt. I read prior complaints that the company responded to and stated they do not make cold calls. An investigation needs to be done as the company is not being honest about making cold calls because I clearly have them on my phone not leaving a message. I am on the do not call list and they have violated the Law. If it happens again I will file a Lawsuit.

  

  Business Response

  Date: 08/11/2023

  We have received the complaint from your office on behalf of ******************. If the consumer will kindly forward the phone number that contacted him we may attempt to research further. CreditGUARD of America, Inc. does not participate in "cold call" sales or otherwise. Prospective clients are only contacted at their request and must provide their contact information to our office.

• Initial Complaint

  Date:07/24/2023

  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 emailed the merchant months ago to cancel. I uploaded the 3rd cancel request I made to them to cancel servises then today they took a total of $274 out of my checking account

  

  Business Response

  Date: 07/25/2023

  We have received the complaint from your office on behalf of ***************************. Please be advised that upon joining our voluntary debt management program ********** reviewed and accepted the Terms of Debt Recovery as documented with her signed New Client Agreement (attached LEKECHA ******************* Agreement). Please see LEKECHA ************** for referenced: Term #**, states, ".... The client is under no obligation to continue services if not satisfied. Notice of cancellation of Clients participation in the *** must be received in writing in our office via mail, registered mail is recommended." We received online messages through our online Client Portal, however, every attempt to speak with ********** was unsuccessful and no changes were made to her account. On July 24, 2023, ********** contacted our office by phone and was provided with the required information needed to cancel her account. We received her signed cancellation letter, all future debits have been cancelled and any balances owing to her creditors remain her sole responsibility. Please note Term #9 in LEKECHA ************** states, "Funds debited from ************ Account and all other payments made to CGA for payment of the Listed Debts will not be returned to Client at any time for any purpose but will be paid to the Listed Creditors to pay or reduce Listed Debts." However, as a courtesy will refund her $254.00 payment in 65 days, by check to the address on file (which matches the address provided in this complaint) provided that the payment clears her bank.

  Customer Answer

  Date: 07/26/2023

  I need my money ASAP!!  They stated they received my emails to cancel but ignored them and upset I did not answer calls from them which is harassment on their part.  They instructed me when I applied that if I wanted to cancel I could do so on their portal in which I did!  They cannot force me to take and stay with their services, This is bullying  

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20368035
  
  I am rejecting this response because:

  
  

  The merchant stated the funds will clear on July 31st so why do I have to wait beyond that for my refund?

  
  

  
  Sincerely,
  
  Lekecha Harley

  

  Business Response

  Date: 07/26/2023

  We have received the question to our response to ****************************** complaint from your office. As previously stated, Term #9 in LEKECHA ****************** states, "Funds debited from ************ Account and all other payments made to CGA for payment of the Listed Debts will not be returned to Client at any time for any purpose but will be paid to the Listed Creditors to pay or reduce Listed Debts." However, as a courtesy will refund her $254.00 payment in 65 days, by check to the address on file (which matches the address provided in this complaint) provided that the payment clears her bank. I have once again attached the Terms of Debt Recovery that ********** agreed to upon joining our voluntary debt management program for her review. Thank you for the opportunity to respond. 

• Initial Complaint

  Date:04/20/2023

  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.

  Hi I was trying to cancel my membership 2 days ago va call and the customer representative was quite rude to me. My membership was not canceled since I got charged 75 dollars from my debit card. I've changed my mind from having the account as I got a recent loan from a family member. Please cancel/close my account and don't charge me again because I am not a member.

  

  Business Response

  Date: 05/01/2023

  We have received the complaint from your office on behalf of ***********************. Please be advised that due to a clerical error our office debited ********************** checking account in error. Please note that this debit was returned unpaid (NSF) by his bank. No further debits will take place. Please have ****************** contact ** directly if he was charged an NSF Fee by his bank, so that we may begin the reimbursement process. We apologize for any inconvenience this may have caused. 

• Initial Complaint

  Date:03/26/2023

  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 March 2, 2023 is signed an agreement with Credit Card to consolidate 4 credit guards because I thought it was a legitimate company affiliated with ******************** program. They charged a 1 time fee of $75,00 with monthly charges $138.46 I found out this was a scam as all of the credit card companies continue to contact me, put me in default of credit cards, my balances have risen and my credit score went down dramatically signed up with ************! I want them to reimburse me the payments made. I want to cancel the agreement so no further payments are debited from my bank account. I signed .because they are not a legitimate company who I thought I could trust.

  

  Business Response

  Date: 03/27/2023

  We have received the complaint from your office on behalf of ************************

  **************** joined our voluntary debt management program on March 2, 2023. I have attached the New Client Agreement and referenced Terns of *************** for review.
  

  **************** was debited for the one time $75.00 membership (set up) fee on March 4, 2023. Membership Fee Authorization attached for review.  As stated in the New Client Agreement, Client authorizes CGA to withdraw a onetime membership fee of $75.00 from client's bank account for first month processing and handling of other benefits provided by CGA. **************** is not entitled to a refund of this fee.
  Ms. ******* complaint states that her creditors continue to contact her and put her in default. Additionally, **************** states that her balances have risen and her credit score went down since joining our voluntary ****
  Upon signing and returning the New Client Agreement, *************** agreed to:
  1. New Client Agreement, Term #9, which states Client agrees that he or she is in one of the following financial situations: is 30 or more days behind on bills or Client is making minimum payments and in danger of falling behind without assistance. and,
  2. Terms of ***************, Term #** which states, CGA does not notify credit reporting ******** of ******* participation in the **** CGA is not responsible for any possible changes to ******* credit report, based on information reported by the Listed Creditors, and,
  3. Terms of ***************, Term #** which states, CURRENT ACCOUNT DISCLOSURE: A "current account" can be assessed late fees during the transition period, which is usually one to three months depending on the creditor, until the account is re-aged, which means to bring it to a current status. Entering a DMP may affect a ******* credit rating and credit score. But, if you have other accounts that are behind, your credit history has already been affected.

  I have listed the clients included creditors, their status upon **************** joining and each creditors policies and benefits, as stated in the client New Client Addendum, which is attached:
  1. *********** Client provided a balance of $827.00, this creditor reported the account at least (30) days past due as of 3/2/2023. This creditor accepted our repayment plan proposal in the amount of $20.00, reduced the interest rate to 1.9% and provided the correct balance of $867.36. This creditor will bring the account to a current status after (5) payments.
  2. Credit One Client provided a balance of $473.00, this creditor reported the account at least (30) days past due as of 3/2/2023. We submitted the repayment plan proposal on 3/10/2023 and allow the creditor (30) days to respond. This creditor also notifies the client directly of proposal acceptance, and will reduce the interest rate to 9.9%. This creditor does not offer bringing the account to a current status as a DMP benefit so the client would need to bring the account current directly.
  3. First Bank & Trust Client provided a balance of $**46.00. We submitted the repayment plan proposal on 3/10/2023 and allow the creditor (20) days to respond. . This creditor also notifies the client directly of proposal acceptance.
  4. Kohls Client provided a balance of $326.00, this creditor reported the account at least (30) days past due as of 3/2/2023. This creditor accepted our repayment plan proposal in the amount of $10.00 per month and reduced the interest rate to 10%. This creditor requires (3) payments in order to bring the account to a current status.
  

  Ms. ******* complaint states that we have charged her $**8.46. Please note, this is Ms. ******* monthly payment amount. As of the date of this response only (1) payment has been debited, on March 20, 2023 and was set to be disbursed to her creditors today.  Please note the  Terms of ***************, Term #9 states, Funds debited from ******* Bank Account and all other payments made to CGA for payment of the Listed Debts will not be returned to Client at any time for any purpose, but will be paid to the Listed Creditors to pay or reduce Listed Debts. As a courtesy, we will refund Ms. ******* payment in the amount of $**8.46, by check to the address on file, which matches the address listed in this complaint no later than May 26, 2023.

  Finally, we received (2) messages from **************** sent through her online account on March 26, 2023, both of which stating the same complaint as received by the H363**73932383**831H, adding that she has also contacted an attorney. We attempted to reach her by phone but were unable to do so. Please note that in order to complete the cancellation of her account she will need to contact our office and sign the Cancellation request. If the signed cancellation request is not received, ******************** account will be closed as "dropped for non-payment". Once her account is closed her balances due with her Listed creditors remain her sole responsibility. As the only payment made to CreditGUARD of America, Inc., is being refunded to the client as a courtesy no payment will be made to her creditors from our office.
  

  Thank you for allowing me to address Ms. ******* concerns. 

  Customer Answer

  Date: 03/27/2023

   
  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.
  
  ***********************************************

  Customer Answer

  Date: 03/27/2023

   
  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.
  
  ***********************************************