ComplaintsforTrueAccord Corp.

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Initial Complaint
08/30/2024
Complaint Type:
Billing Issues
Status:
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.
I am not liable for this debt with ********* I do not have a contract with True Accord, they did not provide me with the original contract as requested.
Customer response
09/03/2024
I don’t fully understand the response I got or what is being asked of being. I consulted a resource who said that if a company sells off my debt without permission, this was the method to seeking retribution against them for that and possibly remove the negative score from my credit report. I never agreed to have my debts sold, never signed a contract with t the people who now own it, and thus assumed this would violate our contract with the original company. I did write this not a bot or something.
Business response
09/11/2024
On September 3, 2024, TrueAccord Corp. received the BBB complaint filed by ******** ***** (“the consumer”). TrueAccord has not heard from the consumer prior to this complaint. We take every complaint seriously and appreciate the opportunity to address the consumer’s concerns.
TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to meet the requirements of the state, federal and local laws and regulations governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.
TrueAccord does not own the account in question. The current creditor placed the account, including the consumer’s contact information, with us and we loaded it into our system on August 14, 2024.

On August 15, 2024, TrueAccord sent the consumer an initial email detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the CFPB website (********************************) for the consumer to learn more information about their federal rights.
TrueAccord has processed this complaint as a dispute. We have paused collection activity, requested debt verification from the current creditor, and will not resume collections until after the debt verification has been sent to the address on file.
TrueAccord does not report to any of the credit bureaus for this creditor. If the consumer has questions regarding credit reporting, we suggest they reach out directly to the current creditor or the credit reporting agencies.
If the consumer has any more questions, they may contact us via email at ********************** or by phone at ***** ********* Thank you.
Initial Complaint
08/28/2024
Complaint Type:
Billing Issues
Status:
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.
On 08.27.24 @ 2:02PM I received an unsolicited text from a 3rd party debt collector. This was in direct violation of the TCPA (Telephone Consumer Protection Act). This act was passed in 1991 and prohibits businesses from automatically texting numbers without consent. This spam message was clearly sent via auto dialers. I have forwarded the text to the Texas AG's office as well as the FTC. Please explain why someone at your company thought it was OK to violate the TCPA.
Business response
09/05/2024
On August 28, 2024, TrueAccord Corp. received your BBB complaint. We take every complaint seriously and appreciate the opportunity to address your concerns.
TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to exceed the minimum regulatory requirements of the state, federal and local laws governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.
TrueAccord does not own the account in question. The current creditor placed the account, including the contact information, with us and we loaded it into our system on August 2, 2024.
On August 6, 2024, TrueAccord sent you an initial email detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the CFPB website (********************************) for you to learn more information about your federal rights.
We have processed your complaint as a request to opt-out of text communications. TrueAccord has removed your phone number from the account and will not text you in regards to this account in the future.
If you have any more questions, you can contact us via email at [email protected] or by phone at ***** ********. Thank you.
Business response
09/12/2024
On September 9, 2024, TrueAccord Corp. received your reply to our response filed on September 5, 2024. We take every complaint seriously and appreciate the opportunity to address your concerns.
Thank you for bringing this to our attention again, as a result we have re-reviewed your complaint. While our initial response referenced a specific account, it has been determined that your phone number was associated with that account in error. As confirmation, TrueAccord has removed your phone number ending in **** from the account in question. You will no longer receive communications from TrueAccord regarding this account. We appreciate you for notifying us of this. We hope that this response thoroughly addresses your concerns.
Customer response
09/13/2024

Complaint: ********

I am rejecting this response because:

the two replies contradict each other. This company has clearly violated federal law. They’re sending out mass texts without consent. This is illegal. Their first reply claims they emailed……I asked for clarification and now they’re saying the had the wrong #. Why would they have the wrong # if they emailed. lol.
Simce they’re unwilling to address the issue I think it’s only Fair to close this as unresolved
they clearly didnt address the issue of sending me an illegal text.

Sincerely,

******* *****
Initial Complaint
08/27/2024
Complaint Type:
Billing Issues
Status:
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.
I do not have an account with this company. Nor do I have a contract or any sort of agreement with this company. They are reporting on my credit under Affirm which is weird. I never made an agreement for services or good with said company and FCRA laws they must remove this Affirm account immediately from all credit reports.
Customer response
08/27/2024
I did file this complaint by myself and did not use a third party. This company is reporting on my credit and that is illegal under FCRA laws which is why I filed this complaint. No one filed this complaint on my behalf. Please feel free to reach out if you have any questions, thanks in advance.
Business response
09/13/2024
On September 3, 2024, TrueAccord Corp. received the BBB complaint you filed. We take every complaint seriously and appreciate the opportunity to address your concerns.
TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency registered with the ****. We maintain a full-time internal compliance department that established our policies and procedures to meet the requirements of the state, federal and local laws and regulations governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.
TrueAccord does not own the account in question. The current creditor placed the account, including your contact information, with us and we loaded it into our system on October 1, 2023. On October 2, 2023, TrueAccord sent you an initial email to ********************** detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the **** website (********************************* for you to learn more information about your federal rights.
On August 9, 2024, a 6-month payment arrangement was established that would resolve the balance for an amount less than owed via TrueAccords website. On August 12, 2024, 6 payments were submitted which effectively resolved the balance. After the final payment, TrueAccord sent an email to ********************** confirming that the account was now resolved with the current creditor.
Please note that TrueAccord does not credit report for this creditor, but Affirm does. If you have any questions regarding credit reporting or would like to report unauthorized activity, we encourage you to reach out directly to the creditor or the credit reporting agencies. You may reach Affirm by calling ************ between the hours of 8 a.m. and 7 p.m. CT seven days a week.
In the process of investigating this complaint, we reached out to Affirm. Affirm provided the following information:
Affirm’s records indicate that loan ********* was processed for $507.86 on February 28, 2023, for a purchase with Walmart. The repayment terms of the loan were 18 installments of $33.62 at an Annual Percentage Rate (APR) of 22.99% with payment due on the 28th of each month. Affirm received payments of $33.62 on April 1, 2023, and May 21, 2023. No additional payments were received and the loan was charged off on September 6, 2023, after having an overdue balance for 120 days.
Upon charge off, the loan was placed with TrueAccord for continued management. As noted above, the loan has since received collections payments to settle the remaining balance. While the reporting for the loan will update to reflect the paid status of the loan, the history of charge off will remain.
On November 15, 2023, Affirm received his **** complaint, ID: ***************, regarding the credit reporting for the loan. Affirm responded on November 21, 2023, and confirmed the accuracy of reporting along with noting Affirm’s regulatory obligation to report accurate repayment information. Affirm also provided the Truth in Lending Agreement and Loan Verification document in the **** complaint response. For his reference those documents have been attached to this response.
Affirm does not have a record of receiving direct contact from him to report this loan as unauthorized. Upon the receipt of this complaint, a case has been forwarded to Affirm’s Account Safety team for investigation into the claim. He can expect to receive their follow up via email within 30 days. In the interim, he is encouraged to complete Affirm's webform which serves as an affidavit within Affirm's Help Center and provide any supplemental documents to support his claim of the unauthorized activity. To do so, please see the following link: ***********************************************************************************
Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. With the information available at this time we have confirmed that all credit reporting is accurate and will have to respectfully decline his request to remove credit reporting for loan ********** However, if Affirm’s investigation determines that the loan was obtained without your authorization, rest assured, the appropriate steps will be taken to remove it from his credit report.
In the event that he has any further questions, we encourage him to reach out to ****** *** **************************************************.
Initial Complaint
08/24/2024
Complaint Type:
Billing Issues
Status:
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.
I settled a credit card company years ago, and now this company is saying I owe them. The original company settles with me as payment in full when I settled so this company should not be coming after me. This was 0ver 10 years ago with ********* ******** ****. They’re asking for the remainder 2,283.20. I want this cleared up and receive in writing this debt is settled.
Business response
09/09/2024
On September 3, 2024, TrueAccord Corp. received your BBB complaint. We take every complaint seriously and appreciate the opportunity to address your concerns.
TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to exceed the minimum regulatory requirements of the state, federal and local laws governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.
TrueAccord does not own the account in question. The current creditor placed the account, including the contact information, with us and we loaded it into our system on August 14, 2024.
On August 21, 2024, TrueAccord sent you an initial email detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the CFPB website (********************************) for you to learn more information about your federal rights.
On August 26, 2024, TrueAccord received your email disputing this debt. We processed this dispute, paused collection activity, and requested debt verification from the current creditor. TrueAccord has not and will not resume collections until after the debt verification has been sent to the address on file.
If you have any more questions, you can contact us via email at ********************** or by phone at ***** ********* Thank you.
Business response
09/17/2024
On September 10, 2024, TrueAccord Corp. received your reply to our response filed on September 9, 2024. We take every complaint seriously and appreciate the opportunity to address your concerns.
We reached out to the current creditor to further investigate, and the current creditor confirmed that you previously disputed the debt in September 2023 as not yours. The current creditor completed the investigation and sent you documents containing the debt verification and account summary.
On August 26, 2024, TrueAccord processed your dispute where you stated that the debt was settled over 10 years ago. We paused collection activity, and requested debt verification from the current creditor. Please note, TrueAccord will only resume collections once the current creditor has completed their investigation. Should you have any documents that support your dispute, please send via email to **********************. If you have any more questions, you can contact us by phone at ***** ********* Thank you.
Customer response
09/17/2024

Complaint: ********

I am rejecting this response because: I have never received any documentation now or years ago. This is not accurate.

Sincerely,

******** ******
Initial Complaint
08/20/2024
Complaint Type:
Billing Issues
Status:
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.
I am receive communication alleging money owed from AT&T but AT&T closed my account and stopped calling once they saw and were informed Bank of America already collected money from them due to them stating on the phone my account was suspended due to non payment and discovered that payment was made so since they informed me on the phone which was on speaker that they (AT&T) had not been paid Bank of America returned money to me. Now AT&T was informed if anyone pushed the issue i would be counter sueing for the $3,000 for the phones and another $20,000 for causing medical disruption to my medical staff. The nurse who had my account was ****** who worked for ****** of Lexington NC who since left to take a job in Asheville with Via i believe. This is a one time offer send me a letter on intent informing me you will stop this BS or continue and Ill sue TrueAccord & AT&T
Business response
08/27/2024
On August 21, 2024, TrueAccord Corp. received your BBB complaint. TrueAccord has not heard from you prior to this complaint. We take every complaint seriously and appreciate the opportunity to address your concerns.
TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to exceed the minimum regulatory requirements of the state, federal and local laws governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.
TrueAccord does not own the account in question. The current creditor placed the account, including the contact information, with us and we loaded it into our system on May 6, 2024.
On May 7, 2024, TrueAccord sent you an initial email detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the CFPB website (********************************) for you to learn more information about your federal rights.
TrueAccord has processed this complaint as a request for dispute and cease and desist. Please note that we are no longer collecting on the account. The last communication sent to you by TrueAccord on this account was on August 20, 2024. Since the account is no longer with TrueAccord, we have forwarded this complaint to the current creditor.
If you have any more questions about the account, we suggest you contact the current creditor directly. Thank you.
Initial Complaint
08/19/2024
Complaint Type:
Billing Issues
Status:
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.
I am not liable for this debt with TrueAccord, I do not have a contract with TrueAccord,they did not provide me with the original contract as I requested.
Customer response
08/22/2024
I am definitely not liable for this debt with TrueAccord nor I ever signed any contract or agreement with TrueAccord.
and for that reason I am filing this complaint.
Business response
08/30/2024
On August 22, 2024, TrueAccord Corp. received the BBB complaint filed by **** ******* (“consumer”). TrueAccord has not heard from the consumer prior to this complaint. We take every complaint seriously and appreciate the opportunity to address their concerns.
TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to meet the requirements of the state, federal and local laws and regulations governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.
TrueAccord does not own the account in question. The current creditor placed the account, including the consumer’s contact information, with us and we loaded it into our system on July 6, 2024. On July 8, 2024, TrueAccord sent the consumer an initial email detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the CFPB website (********************************) for the consumer to learn more information about their federal rights.
TrueAccord has processed this complaint as a dispute. We have paused collection activity, requested debt verification from the current creditor, and will not resume collections until after the debt verification has been sent to the address on file.
Please note, TrueAccord does not report to any of the credit bureaus for this creditor. If the consumer has questions regarding credit reporting, we suggest they reach out directly to the current creditor or the credit reporting agencies.
If the consumer has any more questions or would like to take further action on the account, they may contact us via email at [email protected] or by phone at ***** ********. Thank you.
Initial Complaint
08/14/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 11/17/2023, I paid TrueAccord $84.70 to settle an outstanding debt with AT&T mobility. TrueAccord was acting as a collection agency for AT&T Mobility. They stated that the debt with AT&T Mobility was resolved. The attached file shows the emails that I received from TrueAccord. TrueAccord is now stating that they are no longer servicing that account, but they took the $84.70 from my account back in November. I am seking a refund of this amount, as they did not resolve the account as was stated in the original payment email.
Business response
09/04/2024
On August 19, 2024 , TrueAccord Corp. received the BBB complaint filed by ******* ******* (“consumer”). We take every complaint seriously and appreciate the opportunity to address their concerns.
TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to meet the requirements of the state, federal and local laws and regulations governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.
TrueAccord does not own the account in question. The current creditor placed the account, including the consumer’s contact information, with us and we loaded it into our system on November 10, 2023. On November 14, 2023, TrueAccord sent the consumer an initial email detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the CFPB website (********************************) for the consumer to learn more information about their federal rights.
On November 17, 2023, TrueAccord sent the consumer an email outlining different payment options to resolve the account. On the same day, the consumer made a one time payment of $84.70 which effectively resolved the account for an amount less than owed. When the consumer made the payment, they agreed to TrueAccord’s payment terms and conditions. Once the payment was posted, it was remitted to the creditor in accordance with our policies and procedures.
TrueAccord sent confirmation on November 17, 2023 to the consumer’s email address confirming that the payment resolved their balance with the current creditor.
Due to an inadvertent error, it appears that TrueAccord did not notify the current creditor that the payment effectively resolved their account. We have since notified the current creditor that their account has been resolved and appreciate the consumer bringing this to our attention. To confirm, the consumer’s account has been resolved with both the current creditor and TrueAccord.
TrueAccord is unable to refund the consumer in the amount of $84.70, as the current creditor removed the account from our system on March 11, 2024. If the consumer has any more questions about the account, we suggest they contact the current creditor directly. Thank you.

Customer response
09/04/2024

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
08/08/2024
Complaint Type:
Billing Issues
Status:
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.
I am not liable for this debt with ******, I do not have a contract with TrueAccord Corp, and they did not provide me with the original contract as requested.
Customer response
08/09/2024
I do not owe debt to TrueAccord, I do not owe this debt to ****** which is reporting a collection account on my credit report and hindering me from buying a house for my family. Please remove this account from my credit report immediately.
Business response
08/16/2024
On August 9, 2024, TrueAccord Corp. received the BBB complaint you filed. We take every complaint seriously and appreciate the opportunity to address the consumer’s concerns.
TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to meet the requirements of the state, federal and local laws and regulations governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.
TrueAccord does not own the account in question. The current creditor placed the account, including your contact information, with us and we loaded it into our system on February 11, 2023.

On February 13, 2023, TrueAccord sent you an initial letter detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the CFPB website (********************************) for you to learn more information about your federal rights.
In March of 2023 you contacted our office and established a payment arrangement, which you completed in February of 2024. TrueAccord sent you an email confirming you had resolved the account on February 9, 2024
Please note that TrueAccord does not credit report for this creditor, but ****** does. If you have any questions regarding credit reporting or would like to report unauthorized activity, we encourage you to reach out directly to the creditor or the credit reporting agencies. You may reach ****** by calling ************ between the hours of 8 a.m. and 7 p.m. CT seven days a week.
In the process of investigating this complaint, we reached out to ******. ****** provided the following information:
******'s records indicate that loan 0IO6-H1AA was processed on August 8, 2022, for a purchase with the merchant, VRBO, in the amount of $884.70. This loan has terms of 15.99% Annual Percentage Rate (APR) and 12 monthly payments of $80.27 due on the 8th of each month. There was one payment of $80.27 processed on September 8, 2022. This loan did not receive payments for 120 days after this payment was made and was charged off on February 6, 2023 to ******’s third party collections agency, TrueAccord.
****** encourages all customers to make payments on or before the scheduled due date. Ms. Tolbert won’t incur any late fees, but late payments may impact her ability to take out future loans with ******. If her payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, we reserve the right to refer her loan to our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
****** received 2 FCRA disputes on January 4, 2024 and March 6, 2024. After investigation, we found the loan to be reporting accurately in each dispute.
Ms. Tolbert submitted 3 credit reporting disputes to ****** on August 4th, 7th and 14th, 2024. ****** found the loan to be reporting accurately in the disputes submitted on August 4th and 7th, 2024.
Please note that to this date, Ms. Tolbert did not report unauthorized activity to ****** directly. However, ******’s Account Safety team opened an unauthorized activity investigation into the account on August 15, 2024. After review, ****** ruled in Ms. Tolbert’s favor and informed her of the resolution via email. We have taken the appropriate steps to ensure that loan 0IO6-H1AA was removed from her credit report. Please allow 3-5 business days for this update to reflect on her credit report.
In the event she has any further questions or concerns, we encourage her to reach out to https://helpcenter.******.com/s/contact-us.
Initial Complaint
08/08/2024
Complaint Type:
Billing Issues
Status:
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.
This company has appeared on my credit report as of May 2024. My personal information such as DOB, SSN, etc was stolen in Jan 2024 and used to open accounts that I didn't authorize. This is not my account, I did not authorize it and would like it removed from my credit report
Customer response
08/09/2024
This company is on my credit report as a debt owed but I have not opened any new accounts as of January 1, 2024. It says the account was opened in May 2024
Business response
08/19/2024
On August 13, 2024, TrueAccord Corp. received the BBB complaint filed by ******* ***** (“consumer”). TrueAccord has not heard from the consumer prior to this complaint. We take every complaint seriously and appreciate the opportunity to address their concerns.
TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to meet the requirements of the state, federal and local laws and regulations governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.
TrueAccord does not own the account in question. The current creditor placed the account, including the consumer’s contact information, with us and we loaded it into our system on May 20, 2024. On May 21, 2024, TrueAccord sent the consumer an initial email detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the CFPB website *********************************) for the consumer to learn more information about their federal rights.
If the consumer believes that this account is a result of fraud/identity theft, the current creditor will need additional information from the consumer to conduct an investigation. This can include a completed FTC affidavit (which can be found at ******************************), a police report, or any other documents that they believe would be relevant to investigate their claim.
As a result of this complaint, TrueAccord has processed an identity theft dispute. We have requested debt verification from the current creditor and will send it to the address that we have on file. All collection activity has been paused pending the resolution of the identity theft dispute.
Please note, TrueAccord reported this account to the credit bureaus on July 28, 2024. As a result of this dispute, TrueAccord has requested that the tradeline be removed from the credit report. It typically takes around 45 days for the credit report to be updated by the credit bureaus. If the consumer has additional questions regarding credit reporting, we suggest they reach out directly to the credit reporting agencies.
If the consumer has any more questions or would like to take further action on the account, they may contact us via email at [email protected] or by phone at ***** ********. Thank you.
Initial Complaint
08/05/2024
Complaint Type:
Billing Issues
Status:
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.
They are trying to collect money they say we owe to ***... which we do not. Have been emailing for months and won't stop. Can you help make them go away!
Business response
08/16/2024
On August 6, 2024, TrueAccord Corp. received the BBB complaint filed by **** ********* (“the consumer”). We take every complaint seriously and appreciate the opportunity to address the consumer’s concerns.
TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to meet the requirements of the state, federal and local laws and regulations governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.
TrueAccord does not own the account in question. The current creditor placed the account, including the consumer’s contact information, with us and we loaded it into our system on January 9, 2024.

On January 12, 2024, TrueAccord sent the consumer an initial letter detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the CFPB website *********************************) for the consumer to learn more information about their federal rights.
Please note that we are no longer collecting on the account. Since the account is no longer with TrueAccord, we have forwarded this complaint to the current creditor.
If the consumer has any more questions about the account, we suggest they contact the current creditor directly. Thank you.

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