ComplaintsforGreenPath Financial Wellness

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I would have not closed the case had I not realize this was not resolved. I have a numerous calls and no supervisor has ever contacted me as promised. I was initially told that I would not be charged and a stop payment would be put on this check for $260 as I do not owe Credit Fresh any money, I made multiple calls and no supervisor has called me as promised I need my $260 back as I paid extra payments to Credit Fresh and my account is paid in full now today I've been informed it will be a month or two before I get my money back it's being sent back from overseas they know the money has been sent back Credit Fresh return my money so I could eat and pay my bills. I've made multiple calls every time I'm told something different that check should never been sent. I trust people when they tell me they're gonna do what they say when I'm told as supervisor will call me. I expect one will call me, but that hasn't been done. I've made about 10 calls and nobody has called me back. I need my money back , they know the money is in the mail and I have not cash the check. They should return my money. It's supposed to be a nonprofit. I'm near the point that I should call all the creditors and see if they work with me directly. I hate to have to do that. This is creating a lot of stress to the point it's making me physically ill $260 might not be a lot to them. It's everything to me. I will not have enough money to eat this month without that money my service dog is in surgery as we speak, but they don't seem to care every time I call it something different. I wasn't informed until now that my check is coming from overseas and it could be a month or two before I get my money back , I would've been better If Credit Fresh had cash money and returned it now I'm in limbo. Please return my $260. You know that the check is not cashed you will give me getting my money they told you they sent it back to you. Why aren't you returning it?

  

  Business response

  04/10/2024

  Thank you for the opportunity to respond to Ms. ****** concerns. We understand $260 is a significant sum that ************** was counting on for other bills and necessities. We genuinely apologize for the delay. GreenPath was waiting for the check to be returned from Credit Fresh. ************** preferred that we attempt to see if we could cancel the check so we could send back the funds sooner. After speaking to Credit Fresh, they advised that we were able to go this route so we could service ************** sooner.
  
  The creditor was notified we would cancel the check. GreenPath staff spoke to ************** on April 04, 2024, and were able to address their concerns about the handling of their refund. On the call, ************** indicated they were satisfied with the resolution we provided.

  Customer response

  04/16/2024

  [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I had sent an email weeks ago, saying that we had resolved the issue.

  Regards,

  ***************************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The date of the transaction was 11/18/2018 GreenPath provided Bankruptcy credit counseling session on 11/18/2018 which we paid for. They also offered for us to pay up front for the second session that you need to do once your Bankruptcy is complete so we paid another $15.00. I called customer ********************** on 3/**/** to inquire about our upfront payment and they said they no longer provide the service so I asked for a refund. They said they sent out letters and emails for us to request the refund by **** and I ask for proof of the email sent. I have no record of an email or letter sent for me to request a refund. The customer ********************** Rep. was rude and ask me to provide proof they didn't send it and then she said management would handle this and hung up on me before I could get a name. This is not a lot of money but I find this very wrong for a company to accept funds in advance and have no intensions of paying it back. I'm sure they got a lot of people with this and kept plenty of people money. They took advantage of people that were already in a financial situation and I wanted to let them know that this is outrageous and perhaps when others see this they will also follow to complain. Thank you.

  

  Business response

  03/21/2024

  Thank you for the opportunity to respond to Ms. ****** concerns. We appreciate ************* bringing this to our attention. GreenPath is committed to supporting those looking to improve their financial situation. Unfortunately, we did end our debtors education support in order to better align with our company mission. After the service was discontinued, we made a sincere effort to return any prepaid funds. We apologize that ************** did not receive our correspondence about this change. We understand the importance of the services we have been providing; we did not make the decision to discontinue this service lightly. We sincerely apologize for any inconvenience the decision may have caused our clients. GreenPath has reviewed the account and will be refunding fees to **************. We also want to thank ************** for letting us know about interactions with our staff that do not align with our company values. We will review all interactions and send appropriate coaching. GreenPath staff have reached out to ************** to follow up if they have any further questions.

  Customer response

  03/21/2024

  [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***************************

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I consolidated my debts with GreenPath 5-6 years ago (Fingerhut's balance was $2200 and was one of my creditors. I only had about $8000 worth of debt l paid GreenPath $215 a month for 4 1/2 or 5 years Using a calculator the total came to $11600 and $12900 respectively Fingerhut was supposed to be paid off at that time but they weren't because I recently got a bill from a company I never heard of telling me I owed them $2200 the exact amount of my Fingerhut balance. When I contacted GreenPath they said they have their own method of calculation and didn't use regular methods so my calculation and theirs didn't match up Then I tried contacting Fingerhut to no avail Then when I disputed it with TransUnion they said Fingerhut sold the debt to the other company I found a lawyer online but they said they couldn't file a lawsuit against GreenPath because they wouldn't pay therefore I couldn't collect

  

  Business response

  02/28/2024

  Thank you for the opportunity to respond to Ms. ****** concerns. ************** was enrolled in a *************** Program (***) between November 2018 and January 2023. GreenPath reviewed Ms. ****** account and confirmed Fingerhut along with three other accounts did have accepted proposals,which often results in concessions such as reduced monthly payments and lowered interest rates through the debt management program. The balance for Fingerhut was $3399 at the time of counseling. The proposal was accepted by Fingerhut on November 5, 2018. In June 2022, ************** reached out to GreenPath regarding missed deposit to GreenPath from May 2022. GreenPath reviewed Ms. ****** creditors balances at that point and discovered that the proposal was dropped in April 2021; Fingerhut did not notify or reach out to GreenPath regarding the Fingerhut concessions being dropped. GreenPath notified ************** of the higher outstanding balance via the *** client portal and clients monthly statements. When the proposal was dropped, higher interest rates and late fees were imposed by Fingerhut,which added to Ms. ****** balance. A new proposal was not submitted due to Fingerhut only allowing one enrollment for the life of the account. Ms. ****** program automatically closed after 60 days due to multiple missed deposits in January 2023 which did not allow GreenPath to pay off the account. All funds were disbursed to Ms. ****** creditors per the GreenPath agreement. GreenPath staff connected with ************** on 2/20/2024 and mailed the GreenPath statement per Ms. ****** request showing the transactions that occurred while the program was open. An opportunity was offered to conference call Fingerhut to help provide potential clarity to **************, but ************** declined the offer. GreenPath wishes ************** the best in their financial goals.

• Initial Complaint

  02/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this program supposed to help me, but now that's created a bigger hardship from me. They're supposed to be paying my bills now I've had to pay this one bill extra every single month creating in the additional hardship they would've totally screwed up my credit cost me late fees, over fees, etc. I just spent an hour on the phone with Synchrony Home every month. I've had ato spend ovdr an hour on the phonr Synchrony Home putting my budget over the limit because of this program. I can't reach anybody from Greenpath to help me. They've basically now caused me to make two payments ever since they've added Synchrony Home onto my account, putting me in worship them better shape. If I didn't make these extra payments, I would have numerous late fees, overcharge fees, etc. so it's basically now they've been taking double payments charging me fees for making these payments stealing my money. I can't get them on the phone I couldn't get them on chat this is just wrong I'm deeply hurt because I'm trusting them with my money to keep my accounts on track and it help me with my credit. This is wrong on so many levels. Now this account is closed like what happened to my other one and then I just got screwed over , I'm sorry for being upset but I can't get them on the phone and now for the third month in a row. At least I've had to make double payments, so so put yourself in my shoes. ????????????

  

  Business response

  02/21/2024

  Thank you for the opportunity to respond to Ms. ****** concerns. We first want to thank ************** for being a GreenPath client since May 2023, we are glad you chose GreenPath! It looks like Ms. ****** concerns began after she recently added two new accounts to her debt management program:HSN/Synchrony Bank and ****************************** Unfortunately, there can be delays in new proposals being accepted. We understand the transition period can be frustrating. We do recommend to all clients that until your creditor accepts our proposal and your statement reflects the new payment amount, it is suggested that you pay the difference between your minimum payment and the proposed program payment. This is usually suggested if the accounts are current or if the client would prefer not to fall further behind. We sent a letter via e-mail on 11/23/2023 confirming that the accounts are added and our recommendations for when accounts are added. The deposit authorization to increase started with the 12/1/2023 deposit. The proposals for HSN/Synchrony Bank ending in 9323 and ***************************** ending in 9017 were both accepted. We have confirmed that the account is now current and up to date. In addition, ************** is now receiving debt management program concessions, such as a lower monthly payment and interest rate. GreenPath staff have reached out to ************** to follow up if they have any further questions.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 01/17/24 ******** at the Greenpath **************** ********** *********** stated by phone she would call me back by closing time, wasted my time waiting, she never called back.(In Regards to adjusting the amount I pay every month.). My Greenpath ID#*******. Also, a separate voicemail came in from Greenpath stating creditors want a higher monthly payment that I cannot afford, before agreeing to accept a proposal to be on the Greenpath DMP. Average wait time on hold by phone for Greenpath is 3 hours. Sickening. If they can't get their act together I'm going to find another debt management company .

  

  Business response

  02/01/2024

  Thank you for the opportunity to respond to Ms. ****** complaint. We acknowledge that lately due to high demand some of our hold times have been longer and we apologize for the inconvenience and frustration this may cause. On 1/30/2024, GreenPath staff spoke to ************** to address her concerns of wait times and affordability. We provided the business hours in the pacific time zone to **************. She provided feedback that it would be helpful for our website to display the different time zones in ***************** as GreenPath service clients from all 50 states. We took that feedback to our website team. We also addressed Ms. ****** affordability concerns regarding the debt management program. They are going to handle several debts outside of the program to lower monthly costs. ************** indicated that they were satisfied with the resolution we provided.

  Customer response

  02/05/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:] 02/05/24 :Last week ***** **************************** One  stated Green Path only submitted one of 4 Capital 1 Accounts ending in 8496 for proposals which it was accepted and enrolled into the Greenpath *************** Program. She verified the other 3 *********** Accounts were not submitted resulting in me discovering a lie by Lane of ***************** at Greenpath that all 4 *********** cards were submitted for proposals to *********** when in fact they were not. ***** can be reached at ************** M-F 8-11 ET,  Sat &Sun 8-8 ET Also *****************************, Collections for ************ uncovered another lie by Lane ***************** at Green path that this ************ CC  Account had  never received any proposals  by Greenpath and that they have no records whatsoever that Greenpath **************** even contacted them at all. He can be reached at ************** 8-7 CT. After logging into my greenpath portal, the lies are reflected on the home page of my online account stating  ********************** made several payment plan  proposals  to several Credit Card Issuers, but the Card issuers rejected the proposed payment plans. At least  4 as of now. Plus Current  Monthly Fees by Greenpath are totaling $50.00 for not many enrolled accounts and I'm suspicious . For their lies and deception, I need a refund of a percentage of it. Consumers shouldn't have to watch their debt management company like a hawk constantly. But *********** ***************** of Greenpath proved to me I have to non stop. Thank You, Sincerely, *********************** Complainant. 
  
  Regards,
  
  ***********************

  

  Business response

  02/20/2024

  Thank you for the opportunity to reply to Ms. ****** response. We can understand the confusion and frustration when ************** is being told one thing by GreenPath but is being told something else by the creditors. We can confirm that Ms. ****** proposals were sent and the creditors communicated back to us electronically. Creditor client notification policies do vary and not all of them send rejection notices directly to clients.  Some creditors want clients to communicate directly with their debt management agencies regarding the accounts. GreenPath staff offered to conference call the creditors and confirm the information that GreenPath have received, as we do often encounter situations where different creditor departments may not have access to full information or awareness to debt management program details. ************** preferred to communicate with GreenPath via portal. We will continue to work with ************** via portal to address her concerns.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Greenpath is a financial wellness company. They have taken my debt that was already well and made on its deathbed.The company has numerous times lied to me.Upon selling me the contract, the original representative said they were my personal agent and was going to be with me on each milestone.Greenpath doesn't operate this way. The number the agent said was his personal number is to the automated main line.Once calling back I expressed that I'm a domestic violence survivor. The agent said I am not a candidate for this program due to my circumstance. I was told now is not the time to focus on my debt and I need to focus on my personal life; then I was hung up on.They have lied about how the contract operates. I was very clear: I can't be subjected to any type of delinquency while paying off my debt.I was assured that this company was not like other companies where the client may be subjected to delinquency while getting the debt under control aka well.Now after the contract and payments have been made to Greenpath, I have delinquency on my credit report. I was brought to light of a term called re-age of the account. This was never mentioned prior.Every single call is recorded. I would like every single call that has been recorded be reviewed. I know they're not a company to raise the credit score.When one starts to pay debt at a lower interest rate, ideally the debt goes down. By being with this company, my debt has gone up and my credit score dropped over 100 points. The credit card (GreenPath is managing) is saying that I am more than 60 days past due even though they are accepting monthly payments while reporting me delinquent. Green path said this is part of re-aging! And legal.Greenpath never explained this was a possibility; I was clear when I asked and was told this was not going to happen.Due to this stress, I am suffering a handicap in my hands and pinched nerves. I must speech to text because I cannot type. I can't drive. I can't go to work

  

  Business response

  12/20/2023

  Thank you for the opportunity to review and respond to Ms.******* concerns regarding her credit score and request for compensation.  GreenPaths **************************** reviewed the file, and confirmed GreenPath clearly set expectations verbally and in writing for how a *************** Plan works including the responsibilities of GreenPath and **************** respectively.  **************** was specifically advised to make the difference in payments owed to Ms. ******* creditors as compared to what **************** deposited to GreenPath until their creditor statements indicated a lower payment was accepted.  Between 9/22/2023 and 12/5/2023 there were 26 interactions between GreenPath and *************** in an attempt to address Ms. ******* questions.  As of 12/11/2023, GreenPath has refunded all fees of $118.61 to **************** as a courtesy. On 12/5/2023, GreenPath closed the *************** Plan per Ms. ******* request.  Supporting details of the interactions between GreenPath and **************** are available upon request.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of Transaction: On or about September 7, 2023.According to GreenPaths Bankruptcy Disclosure policy, the fee for bankruptcy services is determined by the type of service and the method of service delivery you elect. You will be evaluated for reduced or waived fees for bankruptcy counseling and education services if your income falls at or below 150% of the U.S. ********** of ****** and Human Services federal poverty guidelines. We will not withhold services or certificates because of an inability to pay; which is determined by GreenPath.My income falls below 150% of the U.S. ********** of ****** and Human Services federal poverty guidelines for 2023. Nevertheless, GreenPath withheld service because of my inability to pay the full price ($50) for its credit counseling service. One GreenPath Counselor advised me to find another company if I could not pay. Neither GreenPath Counselors I spoke to could tell me the poverty guidelines or standards used to evaluate potential clients for reduced or waived fees. When I requested to speak to someone knowledgeable about the poverty guidelines used, such as a supervisor, I was told to expect a call-back. I have not received a response or any attempt to resolve the issue.I would like to be evaluated for an income-based reduction or waiver of fees. Bankruptcy Credit Counseling is mandatory. More importantly, without a certificate from a credit counseling service approved by the ************* Trustee, such as GreenPath, one is prohibited from filing a bankruptcy petition. Therefore, it is unconscionable for GreenPath to deny services because of an inability to pay.

  

  Business response

  10/16/2023

  Thank you for the opportunity to respond to ************************ concerns.  On September 14, 2023, ************************ reached out to GreenPath in search of credit counseling services that are needed before one is allowed to file bankruptcy.  ************************ was made aware of the fee for services and was informed that they were going to be charged a fee based on the income information that Ms.  ********** provided the same day.  A representative from GreenPath spoke to ************************ on September 28, 2023, and explained the reason why we tried to collect a fee and assured her it was based on the income information that ************************ provided to GreenPath.  As a courtesy, GreenPath has called *********************** on October 10, 2023 & October 11, 2023, to offer her a complimentary counseling session.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Green Path is next to impossible to reach to make changes to your account. They have been making a payment under the minimum to a credit card company that has been charging me late fees continuously as a result. Ive tried to contact green path on countless occasions with no way of reaching them and no one contacting me back. There is no way for customers to manually make changes to remove the account from the plan and greenpath makes it impossible to contact them to have it removed or adjusted. Because of this they mislead us into thinking they would help consolidate our debt but making a payment under the minimum has hurt our credit and increased interest and late fees totaling hundreds of dollars. We are seeking communication with green path and a resolution to the problem immediately.

  

  Business response

  09/27/2023

  Thank you for the opportunity to respond to Mr. ******* concerns. We understand it can be frustrating not being able to make changes manually, but GreenPath staff spoke to **************** on September 22, 2023, and were able to assist and address their concerns. GreenPath staff made the changes to his account by removing the two specific accounts and reducing their ongoing deposits to GreenPath. The representative also discussed and addressed Mr. ******* concerns about our service level.
  

  We spoke with **************** on September 26, 2023, and **************** indicated they were satisfied with the resolution that we provided. 
   
  Sincerely,
  *************************
  Quality Assurance Department

  Customer response

  10/04/2023

  [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *************************

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I cannot get in touch with this company regarding my existing DMP. I've been a client for 8mos. I am looking to make an additional payment and I have tried calling 4 times over the last week. Last week I was on hold so long I had to hang up. Today I've called two different numbers and both state their business hours as 8a-8p CDT and I tried calling at 5p CDT and the recording says they are closed. I tried to open an online chat on their website and received an error code. Also, the *** App is no longer accessible and is no longer in the app store. I am concerned this company is going out of business and I need to know what to do.

  

  Business response

  09/27/2023

  Thank you for the opportunity to respond to Ms. ****** concerns. We understand it can be alarming when clients encounter issues contacting us and logging into the portal. Clients are most successful on the debt management program (DMP) when they are logged into the portal.

  We reached out to ************** on September 25, 2023, and were able to address their concerns with service levels. We confirmed that the app was back on the Apple App store after being approved for ios17 the same day. The app is available on the ****** Play store for android users.
  

  We spoke with ************** and ************** indicated they were satisfied with the resolution we provided.
   
  Sincerely,
  *************************
  Quality Assurance Department

  Customer response

  09/27/2023

  [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 can confirm that the business has already gotten in touch with me to not only resolve my complaint but help me with the needed items. I am very pleased with how quickly Greenpath took action and with the resolution. In addition, the *** app store//software updates were to blame for the missing business app and that has already been resolved as well. I appreciate all parties' assistance with this!

  Regards,

  *********************

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have left messages in my patient portal account. They go unanswered When you try to contact vie the phone numbers it rings once and hangs up When you try online agent to talk you wait and when its almost your turn - they disconnect you They have been dishonest in thier fees as well

  

  Business response

  08/04/2023

  Hello ********,
  Thank you for sharing your experience with us. Due to high demand our phone lines have been quite busy, and we apologize for the inconvenience and wait times youve dealt with.  In order to address these issues, we are actively hiring and training staff in order to improve these results. After five minutes, our callback feature is an option for clients who do not wish to wait on hold, and we encourage you to use this option in the future. It looks like we were able to speak with you on 8/1 to address your concerns and were able to get your needs addressed regarding your program. Regarding fees for the program, those are disclosed up front in our agreements, and we are happy to chat through them as we strive for transparency with our programs and the fees we charge. We know starting a program like this can be challenging at times, however we are committed to helping you achieve your goals. If you need any further assistance or have questions, please reach out. Thank you! 

  Customer response

  08/04/2023

  [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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *****************

*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. ↩