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:12/19/2024

  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 had an agreement with DNS to settle my $10K debt with **************** and *****. They started the negotiation with **** and I started paying the monthly payments to the bank account that they opened at ***********. They send me an agreement with **** that I declined because it was different from what they promised. It's my right to accept or decline according to the agreement. They withdrew the money I deposited to the *********** account and refused to refund or to pay to ****. That was on 05/08/2024 and they never refunded what they took from me. I contacted their customer service several times where they promised to either do a full refund or to reach a better settlement with the collector, but nothing happened till today. I just need a full refund of what they withdrew without my approval. They took $1534.30 from my account over 3 transactions.

  

  Business Response

  Date: 12/30/2024

  We are puzzled by this complaint as we had explained to our former client that when debts go into legal collections they may require a higher offer in order to satisfy the debt.  We provided all details for the settlement and were under the impression she was aware of the details and intended to be handle the payments herself.  The account was closed at that time.  We would not have made any offer to renegotiate because it would not have provided any further savings and would have actually subjected her to more significant legal proceedings which is exactly what we were attempting to avoid for her.  Further, since we had closed out the account several months ago and heard nothing else so we were unaware there was an issue until this complaint was filed.  We have reached out to the client who advised us to contact her family member who is handling finances on her behalf now.  We are in contact with that individual and will be happy to resolve the matter with him directly.

  

  Business Response

  Date: 12/30/2024

  We have reached out and spoken directly with our former client's father who is handling her finances and sorted out the matter to his satisfaction.  He acknowledged that we operated within the parameters of the agreement.  We consider the matter closed and wish our former client well.

  Customer Answer

  Date: 12/30/2024

  Hi. I got a phone call from DNS today (Monday 12/30/24) and had a friendly chat with ***. He explained the reason DNS couldn't reach an agreement with **** as they explained in their reply to BBB. I didn't complain or criticize their service. The issue was deducting DNS fees from my account before getting my formal approval to go with the settlement we both expected. *** offered a full refund for the $1534.30 to my *********** account ending with 8304 [The account they used to withdraw fund to their *********** on a monthly basis]. In return, as soon as I get the full amount, I will cancel the dispute. Thanks.

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22710937
  
  Hi. I got a phone call from DNS today (Monday 12/30/24) and had a friendly chat with ***. He explained the reason DNS couldn't reach an agreement with **** as they explained in their reply to BBB. I didn't complain or criticize their service. The issue was deducting DNS fees from my account before getting my formal approval to go with the settlement we both expected. *** offered a full refund for the $1534.30 to my *********** account ending with 8304 [The account they used to withdraw fund to their *********** on a monthly basis]. In return, as soon as I get the full amount, I will cancel the dispute. Thanks.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 12/30/2024

  We have spoken with her father about this and will offer a partial refund based on our settlement fee only as we will not provide funds back that were used to pay down her account.  Once this is done we consider the matter closed.

  Customer Answer

  Date: 12/30/2024

  Hi. We agreed on a full refund not a partial refund. DNS never paid any part to ****. *** promised to check and confirm that issue with the financial department at ***. This case is not closed until I receive the full refund as agreed with *** and confirmed in my previous reply to BBB. **** took a legal action and sent me a statement that didn't show any payment from DNS. DNS should get me a proof of payment and a statement from **** that they have received any payment on my behalf. Thanks.

  Customer Answer

  Date: 12/30/2024

  I'm still waiting for the full refund and as soon as I get it to my bank account mentioned before ************** I will update the case and close it. I need to confirm that the complaint wasn't about DNS performance or quality. It was about not following the agreement by not charging me any fees till I approve the settlement. Regardless of the reason (s) DNS couldn't achieve the expected goal, I had the right to accept or reject the settlement with no penalty. *** confirmed that and wanted to make me understand the reason that DNS couldn't deliver what they promised. I respect what they mentioned, but it wasn't the case. *** wanted me to close the case first, so that DNS would proceed with the full refund, which I refused. I told him that I will close it after getting the full refund, and he took my word. DNS can upload the transfer of the refund and I will confirm it immediately. Thanks.

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22710937
  
  I am rejecting this response because:

  DNS hasn't refunded the full amount yet and discussing irrelevant issues like the reason they couldn't get the expected settlement or whether DNS paid anything to AMEX which never happened.

  What I agreed on was a full refund of what they took from my Valley Bank account which is $1534.30 to my *********** account.
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 01/02/2025

  Thanks for the reply. The main reason for the complaint was to protect other consumers from losing their money by dealing with such irresponsible businesses that care about money regardless of the customers benefit. DNS will get involved in the case that **** filed against me since I have the proof that they took my money to pay on behalf of me. I will update you. 

• Initial Complaint

  Date:09/06/2024

  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.

  They rushed me through the process. I get signed up cause the *** is witty making promises to resolve my debt, w but was not aware at the time it was at a cost of %25 per loan. I deposited almost $2000 they emailed and said they had a deal for my Discover I signed off on it then come to find out they set up installments and only paid them $208 and kept the balance of my money as their fee instead of paying the whole $2000 towards the debt. When asked if I had money left they said no but emailed me saying they had resolved another card and wanted me to sign off on it and I said no. Hows that possible if I have no money now in the account. They are a complete scam. I told them to close it out and now have no accounts resolved and no refund and they didnt do anything I couldnt have done on my own but take all my money.

  

  Business Response

  Date: 09/09/2024

  While we are sorry our former client is frustrated, we performed the exact services as laid out in our Agreement.  On August 12 one of our representatives discussed the settlement in detail which she authorized.  Details on costs for the program are also clearly laid out and can be reviewed before executing the contract.   At the time of authorized settlement we set up the installment plan and intended to move ahead with the client's next debt.  We are unaware of any claims about resolving another debt as they have only been in the program for 4 months, but our plan would have been to continue to the next debt.  We are also sorry they feel that we are a scam as we were simply doing the work that they had signed up for and we would be happy to review this with them further upon request.  If our former client decides that she would prefer to continue the program we would be happy to renegotiate the debt in question without any additional cost but if not then we wish her all the best.

  Customer Answer

  Date: 09/09/2024

  I understand the fees. My issues is that instead of using the bulk of what Ive sent towards my debt they collected for their fees upfront which made no sense to. I then received an email regarding another debt they were in process of resolving and wanted me to sign off on. It was then that I noticed the amount being charged and it didnt make sense to me so I declined that offer. The debt was $20k they got down only to 7k assessed $2k in fees I was back to square 1 how did they help me by setting up payment arrangements for $200 and keeping the rest for themselves. As I understood fees should be collected once the debt is resolved and since no debt was resolved but instead payment arrangements why should they be entitled to thr bill if my money? 

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22249762
  
  I understand the fees. My issues is that instead of using the bulk of what Ive sent towards my debt they collected for their fees upfront which made no sense to. I then received an email regarding another debt they were in process of resolving and wanted me to sign off on. It was then that I noticed the amount being charged and it didnt make sense to me so I declined that offer. The debt was $20k they got down only to 7k assessed $2k in fees I was back to square 1 how did they help me by setting up payment arrangements for $200 and keeping the rest for themselves. As I understood fees should be collected once the debt is resolved and since no debt was resolved but instead payment arrangements why should they be entitled to thr bill if my money?
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/11/2024

  We successfully negotiated a settlement for a single creditor which was Discover.  A debt is considered settled at the time of the settlement itself after which the company is entitled to a settlement fee.  In this case the settlement was in installments which has no impact on the amount of the settlement or the client's timing in the program which was set up for 42 months.  We reiterate that we were simply doing our jobs as was laid out in the contract and had she not cancelled the program over this we would be on track to continue the settlement installment payments and work towards settlement of the next debt.  We're not sure what she is referring to as it relates to a $20k debt being settled as she started the program 5 months ago and there would not be sufficient funds available for any other settlements.  All communications were related to the first successful settlement.  We reiterate that if our former client wishes to continue that we will renegotiate the Discover settlement at no additional fee.  We are certainly sorry that our former client feels that something we did was incorrect but as already stated we were doing exactly what she signed up for.  If she would like to reach out to us to discuss further we would be more than happy to go over any of the agreement or settlement procedures again.  

  Customer Answer

  Date: 09/11/2024

  When I cancelled that also cancelled the Discover so what is it that they did other than set up payment arrangement and kept the bill of what I sent to themselves as the fee. And since they have exhausted all I sent how would they be able to work on another loan if there is no money available? Ive dont a program from Freedom Debt Relief before and should have gone back to them. They use the bulk towards the loan and collect their fees on the backend and since Ive done this before I assumed they worked the same way. I dont want to work with them and want no further communication unless they are giving me back my money for not doing anything. I can set up payment arrangements myself and save money. Why would I have them do it and take it all and theres still a hug balance left on the account. Its absurd and I dont like or agree with the way they work. 

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22249762
  
  When I cancelled that also cancelled the Discover so what is it that they did other than set up payment arrangement and kept the bill of what I sent to themselves as the fee. And since they have exhausted all I sent how would they be able to work on another loan if there is no money available? Ive dont a program from Freedom Debt Relief before and should have gone back to them. They use the bulk towards the loan and collect their fees on the backend and since Ive done this before I assumed they worked the same way. I dont want to work with them and want no further communication unless they are giving me back my money for not doing anything. I can set up payment arrangements myself and save money. Why would I have them do it and take it all and theres still a hug balance left on the account. Its absurd and I dont like or agree with the way they work.
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/11/2024

  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.

  I feel strongly that Debt Negotiation Services (DNS) has overcharged my account by twisting and steering their "Fees and Charges' rules in their favor. I have enclosed detailed info about the overcharges and a copy of their rules for you to view.I am asking them to refund $1,200.15 accordingly.I did try to settle this discrepancy without any success.Thank you!

  

  Business Response

  Date: 01/24/2024

  We have been attempting on numerous occasions to review this with our former client who has been completely unresponsive despite claims that any attempts have been made to resolve his concerns.  We performed according to the terms of the contract with full estimates/quotes provided in the original signed contract.  We would be more than happy to review this with him in detail if he wishes to respond to our numerous inquiries.  If any actual discrepancies or issues are determined we will also be happy to resolve them.  

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21132962
  
  I am rejecting this response because: There is nothing to review over the phone, as I found out that phone conversations with DNS personnel unreliable, I have submitted, in writing, disputed fee charges referring to their (DNS) rules about the fee charges witch are confusing and misleading. Even their answer here is vague witch I can not accept. Thanks!

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

  

  Business Response

  Date: 01/31/2024

  As we have noted, we have operated within the guidelines of our contract and quoted fee amounts.  Our former client simply sent the demand letter based on his interpretation and has refused any and all discussion on the matter since then.  If there are any genuine discrepancies we would be happy to resolve it as we have done for any client whom we have worked with in the past.  We have no desire or interest to retain funds not rightfully earned by us but a single demand letter with a refusal to respond to any further contact leaves us in an equally unreasonable position.  We believe this can get cleared up with a simple conversation/review and are happy to do so.  

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21132962
  
  Even though I do NOT agree with the *** answer, You and *** may close this case as unresolved.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/06/2023

  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.

  My first payment from this company was 3/25/2012 for $221.11 My last payment was on 1/31/2014. A total of ***** was paid to this company and to this date 6/6/2023 my account that I had with Discover credit card company has never been resolved. I have asked for the return of my money several times and got a response of will do and a phone message saying we are sending back to your account after asking them to mail me my money that they have kept for a service that have never fulfilled. They have asked for more money to settle this account and I refuse to pay any more money to these crooks. Apparently after 10 years they have no intention of settling this or can fulfill there end of there service. All I want is my money they took from me to be returned and I will take care of my account myself.

  

  Business Response

  Date: 06/19/2023

  We had reached out to our former client a couple of times to confirm that the banking info was correct so that we could submit the *** without any issue.  We also informed her that she was receiving a close-out for $6,940.13 rather than the $5,192 she claimed on here.  The return was processed June 7th and received shortly after.  We did explain before closeout that the debt could be settled however she insisted on handling it herself, and the account has been closed-out.  

  Customer Answer

  Date: 06/21/2023

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