Complaints

This profile includes complaints for American Credit Card Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Credit Card Solutions

  5275 Westview Dr STE 120 Frederick, MD 21703-8545

  
• 

  American Credit Card Solutions

  9201 Corporate Blvd, Suite 130 Rockville, MD 20850-6295

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:12/02/2024

  Type:Customer Service 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 enrolled in a debt consolidation program American Credit Card Solutions in 2023. When you sign up, they tell you you do not have to make any extra payments besides what was agreed-upon when you signed up but they constantly call asking for you to make increased payments to pay off your debt sooner. It’s hard to reach a person by phone. I have finally received a loan to graduate as they say out of the program, but looking at my account through American, I have a balance in the account I have reached out twice via email, asking for an updated itemized statement detailing where the loan proceeds went to that the loan was originally received several months ago The company misleads customers by not being totally upfront about the process. They tell you to stop paying your bills so that they can work on a settlement, but it takes them 3 to 6 months after signing to actually settle an amount granted they make claims of settling a debt for less But when you add in their total fees, you’ve basically pay the balance of what you owed on the original debt, how is that saving customers money somebody should look into it because they don’t respond as most company should when patrons ask them questions. It’s crazy how my repayment is just about the same that the company took for themselves. In total I’ve paid them 26478 and my total debts was 13000? Between the debt consolidation loan and the money paid from my account. And I can’t even get the phone call or transaction history to see what’s been settled.

  Business Response

  Date: 12/04/2024

  Thank you for bringing your concerns to our attention. We appreciate the opportunity to address them and provide clarification.
  
  After our conversation and a thorough review of your program details, we clarified the accurate numbers, savings, and program outcomes. We hope this provided the transparency and resolution you were looking for. We understand how important it is to feel confident in the services provided, and we’re committed to improving our communication and support processes. If you have any further questions, need additional documentation, or would like further assistance, please don’t hesitate to reach out.
  
  We wish you the best moving forward and are here to help should you require any further support.
  
  Thank you

• Initial Complaint

  Date:09/09/2024

  Type:Customer Service 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 have been paying this company for 17 months now at a monthly fee of 144.87. Starting in April 2023. They negotiated one bill and charged me 527.94. I have three other bills that were supposed to be negotiated and/or I was told I could get a loan with the same payment to pay off all my bills within a year. I applied for the loan and was told 3x I don’t have enough debt to get a loan. On several occasions I emailed asking how negotiations were going with my other accounts and was told negotiations won’t take place until Dec this year 2024. I was also told that they can’t do anything with the company until they place the bill with another company ie collections. They continually asked me to pay more funds every time I contacted them. I requested to utilize my last payment to complete my bill with the only company they negotiated for me and they utilized the 164.28 for another DRSP fee after telling me they would use the last payment to pay the remaining balance to the company I owe. They have paused my automatic withdrawal from my checking account as requested. ACCS needs to follow through and pay Upstart their remaining balance and reimburse me, for not doing their job as stated in the contract. Terrible company!!!

  Business Response

  Date: 09/09/2024

  We appreciate you bringing your concerns to our attention and apologize for any misunderstanding or confusion you may have experienced. We understand your frustration and would like to clarify a few points to ensure complete transparency as we work towards a resolution.
  
  You enrolled in a 36-month program, and while this timeline may feel long, the entire duration is necessary to ensure all debts are negotiated and settled. Our negotiation strategy is based on creditor policies, allowing us to secure the best possible outcomes for you.
  
  Please note that lower monthly payments can slow the pace of negotiations, as it takes longer to accumulate the necessary funds. Given your circumstances, you chose a lower payment amount, which we fully support. However, it does impact the timing of settlements.
  
  Since you joined the program, we've made significant progress. We successfully negotiated your largest account for 45% of the original balance, a major achievement. This account represented over half of your total enrolled debt, and with it settled, we can now focus on the remaining three debts as we progress through the program.
  
  An error was made in processing your remaining transactions. As requested, we are in the final stages of completing your Upstart settlement. Our commitment to helping you reach your financial goals remains unwavering. We understand the importance of this journey to you, and we are dedicated to seeing it through. A member of our customer service team will be in touch shortly to address any further questions or concerns you may have, reaffirming our commitment to your financial success.
  
  We are grateful for the trust you've placed in us for your financial journey. Your trust is the foundation of our relationship, and we are committed to upholding it. We are looking forward to successfully completing the program with you.

• Initial Complaint

  Date:07/29/2024

  Type:Customer Service 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.

  We initially spoke to some who identified them self as Tim H****** multiple times, he took our financial information and presented us with a proposal. He gave us his “personal number” told us to call or email him at anytime if we had questions or concerns. We took him up on this as we had many questions and concerns. Tim reassured us that he had our best interest in mind and that all of the debtors we listed or inquired about would be included in our debt resolution. We asked him directly and he even included it in our written proposal. After we signed our relationship with Tim ended. No more answering calls and or emails after multiple attempts. Tim went off the map after assuring us initially he would be with us for the duration. This company has fraudulent practices and consumers should beware!! We were enrolled for 6 months without missing 1 payment and paying more at least one month (they continuously ask if you can pay more). We did everything they asked until the month we realized we actually dealing with a small company of crooks!!! They “ settled” 1 account . Our largest debt and a 3,000 pay day for themselves. We never agreed to this. They just did it! Even after calling them and telling them we would prefer they start settling the smaller accounts first. This company was huge mistake! Prior to dealing with them we were over extended but no late payments. They convince you to stop paying and instead pay them.

  Business Response

  Date: 08/02/2024

  Thank you for bringing this to our attention. We apologize for the problems you have encountered with our services and the resulting dissatisfaction. Please be assured that we are dedicated to resolving this issue to your satisfaction.
  
  We regret the communication breakdown following your initial interactions with your enrollment agent. We understand the importance of consistent communication and acknowledge that this shortfall does not align with the level of service we aim to deliver.
  
  We understand that you may have been frustrated by the prioritization of your debts. We strategically prioritize settlements based on factors such as interest rates, balances, and creditor policies to maximize the benefits for our clients. We now realize that this may not have been the approach you would have preferred, and we apologize for any inconvenience this may have caused.
  
  We value your feedback regarding our payment requests and the handling of your debt resolution plan. Your insights are invaluable to us as we aim to help clients manage their debts effectively. We apologize for any confusion about our request for a higher program payment. By having more funds saved in your account, our negotiation team gains increased opportunities to settle your debts faster.
  
  As you have already canceled our services, we would like to discuss potential remedies to address your dissatisfaction. Please get in touch with our customer service team directly at 877-820-2957 so we can discuss your case in more detail.

  Customer Answer

  Date: 08/07/2024

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

• Initial Complaint

  Date:06/24/2024

  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.

  I contacted ACCS via phone around April 24, 2023, to inquire about using their services for debt consolidation. I spoke with their "certified debt specialist," Tyler S********** who walked me through signing up and explained how the process would work. Once I signed up, he instructed me to cease making payments to all of my creditors as this would give their specialists "something to use to negotiate a settlement payment." ACCS initially "settled" old debts that were already in collections and probably would have fallen off of my credit fairly soon. I was not concerned with those debts as they were old and I was more concerned with the current ones that I was having issues keeping up with the payments. I started making monthly payments of $530.23 on May 1, 2023. However, ACCS did not negotiate a payment with any of my current creditors until September 2023. They negotiated some type of settlement payment (I am unsure of the exact amount but $180.00 of the $530.23 that I was paying to ACCS was going towards paying off that settlement amount). Unfortunately, my credit took a huge hit since I followed the specialist's advice and discontinued making payments to my creditors. I stopped making payments on my account after October 1, 2023, because I felt that this program was doing more harm than good. I negotiated a payment with the same creditor that they had also negotiated a payment with and I am now working with other creditors as my finances allow to resolve my outstanding balances to try and repair my credit that was worsened once signing up with ACCS. I am seeking to be reimbursed ACCS' "earned fee" for "negotiating" a settlement with ******** ******* since I only made 2 payments through their service and I was misinformed or misrepresented in regards to discontinuing making payments to my creditors. The "earned fee" is in the amount of $1,375.95. I am not seeking to be reimbursed for their "earned fee" on the other accounts that they supposedly negotiated.

  Business Response

  Date: 07/01/2024

  Thank you for taking the time to share your experience. We value your feedback and regret to hear that your experience did not meet your expectations. We want to reassure you that transparency and customer satisfaction are our top priorities, and we would like to address your concerns.
  
  We apologize for any confusion regarding the impact on your credit score. Understandably, you may have concerns about stopping payments to your creditors. This is a necessary step in the debt settlement process as it allows us to negotiate settlement terms on your behalf. As you were informed at the time of enrollment, there may be a temporary drop in your credit score due to this. We apologize for any inconvenience. However, as each of your accounts is paid off, your score will improve over time.
  
  We are proud to note that we achieved your first settlement in May 2023, shortly after you enrolled in April, and negotiated your fourth settlement by September. Considering you selected a three-year program, significant progress was being made by our negotiation team. While our strategy to help you quickly settle your older debts can help to improve your credit score while in the program, we understand now that your primary concern is your current debts. Please know that the inclusion of any debt in our program is entirely optional. We strive to provide clear guidance to help our clients make informed decisions about which accounts to enroll in the program. We understand your frustration with the pace of settlements and the impact on your credit score, but this program requires time to complete. We are confident that if you had stayed the course, we would have delivered results you would be satisfied with.
  
  Regarding your request for a refund of the earned fee for negotiating a settlement with ******** *******, we are currently reviewing your account to ensure a fair resolution. This process involves thoroughly examining the services provided, the progress made, and the agreed-upon terms. We will reach out to you directly to discuss this matter further and work towards a satisfactory solution.
  
  Thank you again for your feedback. We are committed to improving our services and ensuring a better experience for all our clients. Please do not hesitate to contact us directly with any further questions or concerns.

  Customer Answer

  Date: 07/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: not necessarily a reject. As of today’s date, I  have not received any contact from ACCS regarding a possible refund or any other type of resolution. Once I am contacted, I will update my response. Also, I’d prefer email but, if that isn’t feasible, please make sure someone leaves a message in the event that I do not answer my phone (I’ve always had issues receiving phone calls from ACCS - I’d answer and there’d be dead air on the other end). 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 07/16/2024

  Thank you for your recent communication. We are pleased to have spoken with you today regarding your concerns. During our conversation, we were able to address and resolve the issues you mentioned.
  We appreciate your patience and are glad that you will be continuing with our program. Should you have any further questions or need additional assistance, please do not hesitate to contact us. We are committed to ensuring your satisfaction.

  Customer Answer

  Date: 07/17/2024

  
  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

  Date:03/18/2024

  Type:Customer Service 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 have been enrolled in a settlement program with this company since 11/2023 due to unexpected unemployment, identity theft, and financial crisis. Since enrollment only one enrolled account has been settled by this company. Each month my payment of 421.48 mainly goes to the settlement company and this was not discussed or explained on enrollment. They take most of the money for themselves and don't utilize it to settle accounts. I have requested multiple times for contact regarding status updates and communication about the state of negotiations with the enrolled accounts. After removing 2 accounts from the program that amounted to a reduction in the enrolled debt by nearly 4k my payment each month has remained the same and they continue to take nearly all of it for themselves. Since enrollment, $2107.40 has been transferred to ACCS. Only $570 of that money has been paid to my creditors. ACCS has taken $1537.40 for themselves while doing little to settle most of my accounts. This is not explained, and I would never have enrolled in this program knowing that 3/4 of the money given to settle debt would be taken by this organization. In my experience with this business they only care about profiting off the financial struggle of others, and are not transparent or communicative. Now for the past week, their customer portal has been inaccessible and the website has displayed an invalid certificate, leading to concern that my information has been compromised. The company has not been communicative or transparent through this whole process and getting in contact with anyone is incredibly difficult. I request that a supervisor contact me promptly in response to this complaint to discuss my program, the change in enrolled debts warranting a change in monthly payment, information about what has been compromised with their client portal, and the status of settlements with my enrolled accounts.

  Business Response

  Date: 03/21/2024

  Thank you for bringing this to our attention. We understand your frustration and apologize for any confusion regarding the program's terms and the progress made on your behalf. In just a few short months, we have settled your largest enrolled debt, which accounts for over 50% of the total debt enrolled. We expect to reach your next settlement shortly. In regards to the client portal, we apologize for this inconvenience. Your information is safe. The error has been resolved and your portal is now accessible. A supervisor has been in contact with you and addressed your concerns. If there is anything more that we can do to help please do not hesitate to reach out. We appreciate your business and look forward to continuing to work with you!

• Initial Complaint

  Date:02/22/2024

  Type:Customer Service 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.

  ON 4/20/2023, I signed a 36 month debt resolution program with ACCS that promised in a few months to stop collection attempts and increase my credit scores by negotiating with creditors and making payments from my account. As of February 2024, I still receive calls and letters from collection agencies and my credit scores have only gone down. Apparently, they negotiate with the creditor with the largest debt and then pay only that one until its paid off. then they go to the next one. Meanwhile, creditors are not placated and collection attempts continue driving scores down. Their advertisement boasts of a good BBB rating. It is my hope that that is because you provoke them to resolve complaints and not because they keep paying an annual fee.They should provide each client with a clear understandable path to improved credit and what accs will do to achieve this.

  Business Response

  Date: 02/27/2024

  Thank you for taking the time to post a review. We understand this may be a difficult time for you, and we apologize for not meeting your expectations. We go to great lengths to ensure that our clients understand our program clearly from the start of enrollment. Upon thoroughly reviewing your claim, it appears there has been a misunderstanding of how our program works. Although we would love to be able to resolve all your debt immediately, this just isn't realistic. It takes time to complete this process and you selected a 36-month plan. In less than a year into our program, our team has made significant progress toward resolving your debt. We have settled 40% of your enrolled debts which account for over 70% of the total debt enrolled. We also anticipate reaching another settlement shortly. If there are specific areas where you would like more clarity or assistance, please don't hesitate to reach out. We hope to have the opportunity to continue helping you achieve your financial goals.

• Initial Complaint

  Date:02/22/2024

  Type:Customer Service 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 joined this company 6 months or so ago and quite quickly they were able to settle a less than 200-300 debt that was already in collections, which I could have likely done myself just by paying with the letter offer I got in the mail. They filled my ears with things like 'woah that was so quick, you're lucky got one settled already!' and so on, hyping me up to continue to make payments. They told me I would get frequent calls and follow ups and I never got any, at all. In six months, after the first settlement. Everytime I call for an update, all I get is "we're working on it/it takes time/we already settled one WOAH that's awesome!/etc etc etc." I sent them an email about one of my credit cards going to collections and them willing to accept a lower payment. Thinking that they would act on it, I called them to remind them about the email when they didn't contact me. Miraculously while I was talking to them about it and out of the blue, they said they were on negotiations with another one of my cards.. which, I had never heard about, never got a call about, or an email, nor was it ever one of the answers whenever I asked them for an update. In the beginning, they told me that after 6 months of good standing I could apply for a loan to consolidate all my debt into one. Obviously while in this program you're letting your credit tank as they basically tell you to do. Don't contact creditors, don't answer them, so on and so forth. Credit tanks. OBVIOUSLY. Well, lo and behold, applied for the 'good standing' loan and got denied because my credit is not good. ACCS was calling me ALL day everyday pressuring me to finish the loan app, btw, but they didn't pick up the phone in 6 months otherwise. Funny. Credit lowered more due to check. Great! Insane how you're meant to give theme money and we're meant to sit there and believe them when they say that they are working on it. Do your job, be honest and quit dragging stuff out. Might as well quit and pay debt myself.

  Business Response

  Date: 02/23/2024

  Thank you for reaching out and sharing your concerns with us. We truly appreciate your time and the opportunity to address your feedback. We completely understand the frustration that may arise when waiting for results. It's essential to remember that significant progress often takes time, and the program length that you selected is 48 months. As you mentioned, we did settle an account that was in collections for only 5% of the balance, a significant savings. Part of the reason the savings were so great on that settlement is that the account aged and moved to collections. Now that your other accounts have begun to age there will be settlement opportunities. We assure you that we are committed to helping you achieve the results you seek on the remaining unsettled debts. If there are specific areas where you would like more clarity or assistance, please don't hesitate to reach out.

  Customer Answer

  Date: 02/28/2024

  The business did not answer as to why they kept pushing me to apply for a loan with their comrade company, knowing that my credit was low because they told me to let my cards be. They called me every single day, but they have not called me at all to give me any updates. Their response was empty, irresponsible and generic. They never address anything of what I said, except that 'it takes a long time'. Yeah well, 'in a long time' I deserve to be called at least once for them to give me some sort of update. But instead they only called me nonstop to apply for a loan that they knew I wasn't going to get approved for, because I'm obviously in this program and the result is bad credit. They should have known that their comrade company was not going to approve it. But again, they called me nonstop and harassed me to apply, even if I kept telling them to stop calling and that I would do so in my own time. After their comrade company denied me, guess what? No more calls. Not even one. Not even to say they are sorry I got denied, no update, nothing. Not one single call.

• Initial Complaint

  Date:02/20/2024

  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.

  Total Debt Enrolled $12,698.00 with American Credit Solutions. Monthly Draft Amount with my Checking Acct, $297.28 starting Jan. 10, 2020. Program length is 36 months. but until now Feb. 2024 they are still deducting the same amount on my checking acct. Every month I received a letter from ******* * **********, confirming they are deducting the said amount on my checking account. I want to be clarified why they are still deducting the same amount as of today and why i ******* * **************. Kindly help me on this matter, Im retired, sickly 76 yrs old and my only income is my SSS pension$1,100. Thank you.

  Business Response

  Date: 02/21/2024

  Thank you for bringing this to our attention. We understand your frustration and apologize for any confusion regarding the program's terms and the progress made on your behalf. Unfortunately the account that you referenced pursued legal action and we had to arrange payments towards the full balance for a period of time. At the time we communicated with you about what was happening and the options available. Later we were able to negotiate a settlement on the remaining balance. Resolving this particular account did take longer and was more costly than originally anticipated, but the settlement and your program is nearing completion. A supervisor will contact you today to review your account and see if there is more that we can do to help.

• Initial Complaint

  Date:11/28/2023

  Type:Customer Service 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 signed up in Aug. 2023 and was told that by month 6 that I could consolidate the payments into 1. When creditors reached out to me for a settlement I forwarded it on and they did nothing. When I called I was told that that they “settled” with one account and that was my guarantee and they have 36 months to settle with the rest. When I called back, I was told the one account the “settled” with did not settle for a lower amount and that they required the full amount - so they didn’t settle anything. I was then told to send in more money if I wanted to work on the other accounts because the one settled account and their fees leaves nothing left to settle with the other creditors. I would have rather them settle the smaller accounts first, but they took the easy route. Instead I’m left dealing with the phone calls and additional fees. I would have been better off filing bankruptcy. What a scam.

  Business Response

  Date: 11/28/2023

  Thank you for bringing this to our attention. We apologize for any confusion regarding the program's terms and the progress made on your behalf.  Upon program enrollment, we have already provided you with one consolidated monthly payment in place of the ten payments you had before.
  
  After six months of consecutive on-time payments to your program, you may be invited to apply for a consolidation loan to complete your plan, which is anticipated to be in 02/2024.  It is important to note that this is subject to approval based on creditworthiness and other factors. We apologize if this was not made clear to you.
  
  The first account that was settled is your largest account and it was settled for 70% of the current balance, saving you thousands of dollars. We would have liked to save you even more money on this settlement, but we were limited by the creditor's demands. Settling your largest account first saves you the most in interest charges so we make that a priority for you.
  
  We understand your concerns about the remaining accounts in your program and assure you that we will work diligently to settle them. The remaining smaller accounts in your program are less likely to be as aggressive with their collection efforts, so we should be able to achieve better settlements with them over the course of your 36-month program. You're off to a promising start and we want to work together with you to complete this journey.
  
  We are sorry to hear that you feel the program is a scam. We strive to be transparent and helpful every step of the way. We understand that debt settlement can be a difficult process, but we are here to support you and help you achieve your financial goals.  We would like to discuss your concerns in more detail and see how we can assist you. A customer support supervisor will reach out to you today to discuss your program progress to see if you have any additional questions or if there is anything more that we can do for you. Thank you for your patience and understanding.

• Initial Complaint

  Date:09/29/2023

  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.

  they haven’t answered the majority of my emails & as of 8/14/23 I work during their business hours so no longer can call. They supposedly settled 1 of my enrolled accounts on June 13th, 2023, did so w/o first speaking w/ me as they said they would do prior to me enrolling. After this supposed settlement I had a number of ?s, some were answered, some half answered & some flat out haven’t been answered since June with multiple requests to do so. The supposed settlement was on an account I had requested to be settled last upon enrollment, not 1st & was done in a way that monopolizes my entire monthly payment for 24 months while the other 12 accounts continue to build interest, late fees & penalties - this is not what I signed up for not to mention was told prior to enrolling they wouldn’t agree to a single settlement that monopolized my entire monthly payment for longer than a few months typically reserved for smaller accounts which this account was my largest! I was told something completely different In June than what the actual settlement parameters are for! I was told if I wasn’t happy with the settlement I could cancel it to which i have repeatedly asked if I decided to cancel it what happened to the funds they had already debited from my acct w/o my approval seeing as this was agreed to w/o 1st discussing w me, I have yet to get an answer to that ? As well as others. I’ve sent multiple emails august & September w/ no replies other than automatic stock reply or a copy of previous email that didn’t fully answer All ?s. on 9/23/23 I emailed & said that all $3,433.64 debited from my ****** checking account to date needed be returned, supposed settlement canceled & unenrolled from their program - still no reply as of 9/28/23 & on 9/26/23 another $846 was debited from my acct. I’ve also received emails from said creditor week of 9/18/23 wanting full amount, not the supposed settled amount. I want my $ back & unenrolled from program!

  Business Response

  Date: 10/04/2023

  "Thank you for bringing this to our attention. We understand your frustration and apologize for any confusion. We go to great lengths to ensure that our clients understand our program clearly from the start of enrollment. Our Client Service Manager made contact with you yesterday to further explain the program, your progress and what to expect moving forward. If there is anything else that you need please do not hesitate to let us know. We appreciate your business and look forward to continuing to work with you!"