ComplaintsforConsolidated Credit Counseling Services, Inc.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Received call and the guy asked if I was **** I said no (because Im not!). He kept saying, yes you are. I told him I should know my name. I then hung up and blocked the number. Im sure hes just going to call from another number.

  

  Business response

  06/14/2024

  
  
  
  June 14, 2024
  
  
  
  ************
  Better Business Bureau
  ***************** and the *********
  *******************************************************************************************
  
  RE: CASE # ********
  
  Dear ****************:
  
  This letter will serve as a formal response to your offices correspondence regarding *************************.
  It should be noted that Consolidated does not make any outbound solicitation calls of any kind.  The only calls made are either to active clients or to individuals who have expressly requested to be called.  Furthermore, our organization maintains a sophisticated telephone system that tracks virtually all calling activity. 
  
  ************************* is neither a client nor a prospective client of Consolidated Credit and we have no record of any calls being made to the contact information listed in ************** complaint. We suspect that the number being attributed to our organization has either been mistaken for one of our numbers, or intentionally spoofed by others to look like ours. In either event, we are unable to shed any additional light into the unwanted call ************** received, except to state that the call did not originate from our organization. 
  
  We would, however, like to assist in any way possible.  As a result,we have as a precaution, added the consumers information to our do not call list to inhibit contact.  Additionally,we suggest that ************** provides the caller ID information on the caller as well as any other documentation so that we can further investigate the matter.
  Consolidated Credit is not the company that called this consumer and so we respectfully request that this complaint, which is wrongfully lodged against us, be removed from our profile.
  Please do not hesitate to call me with any questions that you may have.  
  
  Sincerely,
  
  *********************
  Internal Quality Auditor
  
  
  /gk

  Customer response

  06/16/2024

   
  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

  11/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I agreed to pay $195.65 a month for this company to consolidate my credit card debt. They have taken 6 payments and have not paid on any of my credit cards. I tried to log into my account and was not able to. I tried to reset my password, the website said a new password was sent to my email. It was not. I tried to recreate a new account with my account number. It said it recognized my information and sent me an email. It did not.

  

  Business response

  11/08/2023

  November 8, 2023
  
  
  ***************
  Better Business Bureau
  Southeast ******* And *************
  **************************************************************************************
  
  RE:CASE # ********
  
  Dear ****************:
  
  In our opinion, ******** and *********************** made the right decision to engage the services of our organization on April 20, *************************************** fulfilling their obligations to their enlisted creditors totaling approximately $5,817.00. Once we received all of the necessary information to properly process their file, we contacted each of their creditors in order to make arrangements that would allow them to make one monthly payment through our office and receive a considerable reduction in interest charges.
  We would like to emphasize that prior to our organization receiving your agencys correspondence, we made numerous attempts to contact the clients regarding the program as the fundamental creditor requirement of consistent, timely monthly payments were not being met.Our telephone calls, emails, SMS messages and standard mailings went unanswered.  On Saturday, November 4th,2023, our records show that a call was made from the telephone number on file for the Keefers at approximately midnight; our office is never open at that time.

  Mrs. ******* belief that we never made any payments to her creditors but kept the payments drafted, is a colossal misunderstanding. The Keefers signed up for the autopay program which authorized us to submit a draft on their program payment due date, the 10th monthly, to their bank for their monthly program payment. Their payments are scheduled to be disbursed to their enrolled creditors, on or by the 19th of the same month.The Keefers first program payment was due by May 10th, 2023, but the draft was not paid by their bank due to non-sufficient funds (NSF). The draft for the second program payment, due on June 10th, 2023, was not honored by their bank, also due to non-sufficient funds, as was the draft for their program payment due on October 10, 2023. All our attempts to reach the Keefers were futile, and these three missed payments were not made up, at least not via the program. The payments that were successfully drafted, July 2023, August 2023 and September 2023 were all disbursed to the Keefers creditors according to the program schedule. A total of three accounts were dropped from the program by two of the Keefers creditors, presumably due to the missed payments.
  Since receiving your correspondence, we reached out to the Keefers creditors and confirmed that they received and applied the payments that we remitted to them. As well, we reached out to the Keefers. ***************** returned our call the same day, November 6th, 2023, and we were able to review the issues that she raised in her complaint. ***************** initially claimed that all of the drafts [we attempted], were paid by her bank to us, eventually she realized that the May draft was not paid; she later recognized that the October payment was not paid by them either. We suggested to ***************** to further review her banks statement as the June draft was also not paid by her bank. When we advised ***************** that we contacted her creditors and confirmed their receipt and application of each of the three payments that we remitted to them, ***************** stated that either we or her creditors are lying as her creditor statements only show payments that they directly pulled from her bank account.
  
  As we reviewed with *****************, the payments reflecting on her creditor statements, we identified the payments that we submitted to them and informed her accordingly. ***************** mentioned, she is aware that her creditors were debiting her bank account, and she guesses the confusion is essentially in her thinking that all the payments that were applied were from that source only. We suggested that ***************** send us a copy of her creditor statements so we can conduct research with each of her creditors, since she still believes that some of the payments that we mentioned we remitted, were actually applied by her creditors from the monies that they directly debited from her bank account.
  According to *****************, she has not been receiving our notifications as she was not able to access our portal. We advised **************** that some notices were sent by email and were accessible by email,others were mailed to her physical address, also, we called the telephone number (the same number that they provided for contact) and verified that none of their contact information had changed. We inquired and according to ****************, they have no issues receiving mails or emails from other sources. We stated to ***************** that as far as we know, typically all banks notify their customers of non-sufficient funds activities as well. 

  We re-set Mrs. ******* password for access to our web portal, additionally, we sent a transaction history statement from the programs inception to date, both by email and to her physical address, as ***************** had mentioned that she keeps all emails and may need to delete some to create space. ***************** promised to attempt to access the web portal later that evening and call us in the morning for further review. We have yet to hear from *****************

  Consolidated Credit ********** **** has a long history of providing a quality service and has an excellent reputation. We consider our relationship with our clients as a partnership and rely on our staying in touch for its efficacy. We implore our clients to notify us of any discrepancy, perceived or actual and or at the very least, respond to our formal request(s) for them to contact us.  It is our policy to resolve any dispute to the satisfaction of all involved. The three drafts which were honored by the ************ have been disbursed to their creditors in accordance with our agreement and industry standards and so no refund is due or will be forthcoming. We are happy to have the opportunity to assist ******* in their financial situation and appreciate your bringing their concerns to our attention.

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

  Sincerely,

  *********************
  Internal Quality Auditor
  
  /gk

• Initial Complaint

  05/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  these people call me from different numbers with the same area code as I have, and pressing 9 doesnt get them to stop! I dont know why they keep calling me but I would like them to STOP

  

  Business response

  05/18/2023

  see attachment

*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. ↩