ComplaintsforTrueAccord Corp.
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Complaint Details
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Initial Complaint
09/25/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I keep receiving emails from True Accord stating that I have an outstanding balance to a company I've never heard of. When I emailed back asking if this was a legit company and to give me the info so I can report it to the credit bureaus and police for fraud, I received a generic response. Now I'm receiving more emails stating True Accord was bought out by LVNV Funding and Spring Leaf. I have ******** that monitors my credit carefully and there's no sign of these companies-when I tried calling I got a machine. After extensive research, I gathered this company purchases debt from credit card companies and banks. They get our info and scare us with these debts when there our credit cards combined. Pls stop contacting me. This is illegal to threaten someone stating there's a debt owed to a company when there isn't one especially with all of this fraud going around.Business response
10/08/2021
On September 26, 2021, TrueAccord, Corp. received your BBB complaint. We take every complaint seriously and appreciate the opportunity to address your concerns.
TrueAccord started in 2013 as a collection agency built to fundamentally change collections into a recovery and reconciliation process. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency accredited with the BBB. 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.
As an initial matter, we would like to clarify the relationship between TrueAccord, **** ******* ***, and ********** ********* ********, Inc. Please note that TrueAccord is a third-party debt collection agency, not a debt buyer. TrueAccord does not own the account in question and did not purchase the account. ********** ********* ********, Inc. was the original creditor of your account. ********** ********* ********, Inc. sold the account to **** ******* ***, who is the current owner and creditor of this account.On June 22, 2021, LVNV Funding placed this account and its corresponding contact information into our system for collection. On June 23, 2021, TrueAccord sent you an initial email detailing the creditor, amount due, how the debt can be disputed, and the option to unsubscribe.
On August 14, 2021, TrueAccord received an email from you requesting that we confirm the legitimacy of our business. In Response, on August 16, 2021, we sent you an email with a link to our website and a link to the Better Business Bureau to confirm the validity of our business.
On the same day, TrueAccord received another email from you disputing the debt. TrueAccord has robust processes and procedures to ensure that disputes get logged on accounts. Due to an inadvertent human error, your dispute was not logged. TrueAccord has since coached the agent handling your dispute.
Per your request in this complaint, we will no longer contact you about this account. We also notified the creditor about your dispute. As part of a regular course of business, the current creditor removed the account from TrueAccord’s office on September 30, 2021. TrueAccord has not communicated with you about this account since then.
All of TrueAccord’s communications are vetted by TrueAccord’s legal counsel to ensure that the content complies with all applicable laws and regulations. This includes a review to ensure that the language used is not misleading, threatening, or harassing.
If you believe that this account is a result of fraud/identity theft, the creditor will need additional information from you to conduct an investigation. This can include a completed FTC affidavit (which can be found at *******************************, a police report, or any other documentation that may be relevant to investigate such a claim.
If you have any further questions regarding this account, we suggest you reach out directly to the current creditor. We hope to have thoroughly addressed your concerns.
Initial Complaint
09/22/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
08/13/21 I made a settlement for $500 to resolve a debt and they are still charging me $189 saying I never settled but I sent proof of fund withdrawal from my checking account. I have called them 7 times and matter still not resolved. This is prohibiting me from buying a home.Business response
10/15/2021
On September 22, 2021, TrueAccord, Corp. received your BBB complaint. We take every complaint seriously and appreciate the opportunity to address your concerns.
TrueAccord started in 2013 as a collection agency built to fundamentally change collections into a recovery and reconciliation process. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency accredited with the BBB. 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.
As an initial matter, TrueAccord has had multiple accounts for you in our system for collection, including an account with the original card number ending in *****. TrueAccord does not own either of these accounts. We will discuss each account separately to ensure there is no confusion.
Account ending in *****
On June 10, 2020, the current creditor placed the account ending in ***** in our system for collection along with its corresponding contact information. On August 18, 2021, TrueAccord sent you an initial email detailing the creditor, amount due, how the debt could be disputed, and the option to unsubscribe.
In May 2021, you entered into a payment plan with TrueAccord for account ending in *****, on which you made five payments. Our investigation found that you made a payment directly to the creditor -- not to TrueAccord -- on August 13, 2021. TrueAccord was not notified by the creditor of this payment until a month later (September 23, 2021).
On September 1, 2021 -- after the direct payment was made but before TrueAccord received notification of it -- we sent you an email that showed your progress on your payment plan, outlining which payments you have made and the remaining balance. TrueAccord has not sent you any outbound communications -- other than our supervisor calling you to update you on your dispute -- related to this account since then.
On September 2, 2021, you called into our office informing us that you settled this account directly with the creditor. You called back again on September 3, 2021, stating you are revoking your payment plan with TrueAccord because you settled this account. After this call, TrueAccord reviewed the account and contacted the creditor to get more information about your concerns.
After this, you called in again several times. On September 16, 2021, one of our supervisors called you to touch base and explained that we escalated the issue to the creditor. On September 23, 2021, the payment made directly to the creditor was posted on this account.
Again, TrueAccord has not sent any collection communications to you for this account since you called in on September 1, 2021, with your dispute.
On September 27, 2021, the current creditor removed this account from our system.
As a result of this complaint, TrueAccord reached out to the current creditor, who confirmed that the account ending in ***** shows as settled in their system. The current creditor also stated that they confirmed this with you on September 28, 2021, when you called into their office.
Account ending in *****
On September 17, 2021, the current creditor of account ending in ***** placed the account in our system for collection along with the account’s corresponding contact information. On September 20, 2021, TrueAccord sent you an initial email detailing the creditor, amount due, how the debt could be disputed, and the option to unsubscribe.
On September 28, 2021, you entered into a payment plan with TrueAccord for account ending in *****. You made one payment of $630.47 to settle your account on September 28, 2021. On the same day, an email was sent to you confirming that the account settled and no further payments were required.
For both accounts
As a final note, TrueAccord does not credit report. If you have any questions regarding credit reporting, we suggest contacting the current creditor directly. We hope to have thoroughly addressed your concerns.Initial Complaint
09/15/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have received collections notices about an account that I did not physically open within the last 21 years to a company that I had not heard of until recently. TrueAccord has been relentless in harassing me for the previous nine to eighteen months about this account. I am filing this complaint based on fraudulent measures and Identity Theft. I want this company to be held accountable for its actions.Business response
09/27/2021
On September 15, 2021, TrueAccord Corp. received your BBB complaint. We take every complaint seriously and appreciate the opportunity to address your concerns.
TrueAccord started in 2013 as a collection agency built to fundamentally change collections into a recovery and reconciliation process. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency accredited with the BBB. 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 cannot find an account in our system that matches the information provided by you in this complaint. In order to locate the account in question, we need additional details such as the email address at which you are receiving emails, or the TrueAccord account number listed on our emails to you.
We ask that you please respond with this information here via the BBB ticket, or contact us directly via email at ********************** ** ** ***** ** ***** ******** ** **** ** *** ******* ******* **** ********* ***** ****Initial Complaint
09/01/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Hello, sometime at the end of 2019 I purchased some concert tickets to a concert that was supposed to happen in July 2020. I financed the tickets through a ticket broker named ****** and began paying monthly payments for the tickets. Due to Covid the concert was cancelled, so I stopped paying for the tickets. ****** still insisted on me paying for these tickets, which I asked them "for what?", the show is not happening. They insisted that the show would be rescheduled for a later date. Well, in May 2021 I was sent an email stating that the concert has been rescheduled for Sept.3 2021, a date in which I will not be in Los Angeles, so I requested a refund of what I have paid to this point. They sent me to collections, and this company True Accord is calling me non-stop! I have explained the situation and they are unreasonable. ****** needs to give me a refund, and this company True Accord needs to stop calling me, I don't owe these people a dime. Thank you.Business response
09/10/2021
On September 1, 2021, TrueAccord, Corp. received your BBB complaint. We take every complaint seriously and appreciate the opportunity to address your concerns.
TrueAccord started in 2013 as a collection agency built to fundamentally change collections into a recovery and reconciliation process. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency accredited with the BBB. 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. On August 30, 2021, the current creditor placed the account in our system for collection. On August 31, 2021, TrueAccord sent you an initial email detailing the creditor, amount due, how the debt could be disputed, and the option to unsubscribe. Please note that this is the only communication we’ve sent you, and TrueAccord has no record of any phone calls on your account. TrueAccord is a digital-first agency which communicates primarily via email.
On September 2, 2021, we were in receipt of your email explaining your situation and informed the creditor of the dispute. We processed it as a cease and desist request. We will no longer contact you in regards to this account.
As a final note, TrueAccord does not credit report. If you have any further questions, we suggest you contact ****** directly. Thank you.Customer response
09/10/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
***** ********Initial Complaint
08/31/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
As of August 2021, TrueAccord began contacting me regarding a debt from 2007. The statute of limitations here in Texas is 4 years. They cannot collect on this debt yet they want me to make arrangements to pay it.Business response
09/13/2021
On September 1, 2021, TrueAccord, Corp. received your BBB complaint. We take every complaint seriously and appreciate the opportunity to address your concerns.
TrueAccord started in 2013 as a collection agency built to fundamentally change collections into a recovery and reconciliation process. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency accredited with the BBB. 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. On August 17, 2021, the current creditor placed the account in our system for collection along with its corresponding contact information. On August 18, 2021, TrueAccord sent you an initial email detailing the creditor, amount due, how the debt could be disputed, and the option to unsubscribe.
In regards to your concerns about the account being past the statute of limitations, all outbound emails contain the time-barred debt disclosure that is required by law. While debt collectors and creditors cannot sue a consumer to collect a debt once the applicable statute of limitations has expired, debt collectors are still permitted to collect on the debt through other means so long as the appropriate disclosures are provided. We confirmed that all of our outbound communications to you contained the time-barred debt disclosure required by the State of Texas.
Based on your request in this complaint, we filed a cease and desist status on the account in question. We will no longer contact you in regards to this account.
We hope to have thoroughly addressed your concerns. If you have any further questions in regards to the account, we suggest reaching out directly to the current creditor. Thank you.
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Customer Complaints Summary
318 total complaints in the last 3 years.
143 complaints closed in the last 12 months.