ComplaintsforGreenPath Financial Wellness

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Now that I am a "client" of Greenpath, it is IMPOSSIBLE to get ahold of them. The "chat" link in my app takes me to a broken blank screen. I have been on hold with their phone lines for 90 minutes this morning. My initial deposit was supposed to go through last week, and it didn't. I haven't been reached out to by anyone from Greenpath about what's going on. I have no way to contact them because they don't answer their phones.

  

  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 8/3 to address your concerns and were able to get your needs addressed regarding your program. It looks like you did use our portal message feature, which is a great way to communicate, and we were able to speak with you same day after your latest message. We apologize for the inconvenience you've experienced using our chat feature, and recommend to clear your phones browsers cache to access this as you advised you mentioned getting errors when trying to use it. We are committed to helping you achieve your goals through your program, and should you need any further assistance, please do not hesitate to reach out. Thank you! 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Overall I have been very satisfied with the program but they made a couple big mistakes they fixed the others with my BBB complaint but since I was recovering from surgery I did NOT realize the impact of the one mistake they made which cannot be undone and has greatly hurt my credit. My Discover card shouldve never been put into this program. Why they went ahead and filed with Discover. I do not know because I had a zero interest I repeat zero interest so they got that credit card close for me permanently so Im paying on it the card is close so I lost that credit interest ratio drop in my credit score even more so their comment to me which didnt register till later was oh we can go back and negotiate with them, I cant re-open the card. I dont know why they would file for debt relief when I had a zero interest they cant undo that mistake nor can I I dont know why again they would file for debt relief on a credit card that had a zero interest I did not go into this program with all my credit cards so in fact, they shouldve been aware of this , this actually hurt my credit more than help me again the program is helping me but this mistake cost me and my credit and for this Im very upset. This was a big mistake. I think they should call the credit card company and under their mistake I try to do that and it didnt work. Im filing a complaint with Discover to although I talked to the corporate office. It seems this mistake cannot be undone. I thought they review things before they file they shouldve known the interest rate was zero and theyd be no benefit to put that card into this program. They need to train their individuals better I try to reach out to them I couldnt get anybody. Thank you.

  

  Business response

  08/14/2023

  We are glad to hear that ************** is overall very satisfied with her program, and we appreciate the opportunity to respond to Ms. ****** concerns.  As is standard with all of our agreements, ************** did sign and return to us the agreement which clearly outlines the creditors within their program and potential consequences at several different points.  I met with ************** via telephone on 5/12/2023. I reviewed her concerns and answered all their question regarding the setup of the program.  In reviewing Ms. ****** account, we confirmed which creditors we would be sending proposals to and payments on their debt management program, and ************** decided to continue with the debt management program.  Unfortunately, sometimes it is not clear when a promotional plan is in place since the creditors do not communicate this to us, and we often find out during the proposal process.GreenPath was not made aware by ************** or by Discover that they were on a zero percent promotion.  We received a proposal rejection from Discover on 5/18/2023 and confirm the status on a conference call with ************** with Discover.  The decision was made at the time with ************** to remove Discover from their debt management program and reduce their deposits. In addition, we left open to revisit the status with Discover in November later this year with ************** to see if they wish to re-add to the program and resend proposal.  We are always happy to work with our clients to craft a program to their specific needs, and would be happy to speak with ************** again to work through any questions or needs she may have.

  Customer response

  08/14/2023

  [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:]

   

  I think greenpath is a great program except I cannot reach reach them once I joined and credit fresh is reporting my account as delinquent. I didnt know that account was on a zero promotion either. I think they just should be a better way to figure this out and I want to make sure that this program handles this card when my zero promotion is up in October elsewise Im really totally screwed and this program has really hurt me and not help me as its really drop my credit score and discovers not working with me. I filed a complaint with the Better Business Bureau against them and their CEO as they dont care about me. 
  
  Regards,
  
  ***************************

• Initial Complaint

  06/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  IMPOSSIBLE to get through to this ciustmer once a client.I have spent hours waiting for call backs that NEVER came.

  

  Business response

  06/19/2023

  Thank you for the opportunity to respond to Ms. ******** concerns regarding her ability to connect with GreenPath.  It appears that ****************** filed a BBB complaint the same day she called GreenPath to remove a debt which was fulfilled the same day.  ****************** called multiple times on June 12 and only waited a couple of minutes before hanging up.  After five minutes, our callback feature is an option for clients who do not wish to wait on hold.  ****************** also has the options to chat with GreenPath during business hours within the online portal or request changes by sending an online message.  ****************** has engaged with GreenPath in the past via the online portal. GreenPath has not received any indication that the callback feature has not been working.
  
  Since filing the complaint on June 12, 2023, staff has reached out to ****************** three times and sent a portal message to better understand the concerns but have not heard back.  Should ****************** wish to discuss further,the ask is that she lets us know the best date and time to contact her.
  
  Sincerely,
  
  **************
  Quality ********************

• Initial Complaint

  05/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My credit union recommended this company. I even spoke to a supervisor. I called back more than one time to verify the information and follow their instructions. The advice they gave me was incorrect. Ive now incurred late fees and been reported to the credit bureau. They told me not to pay anything that was due after the eighth, and they would have the program set up I paid before the first. They assured me the program would be set up, and my bills would be paid, and I would not have late fees dont be reported to the credit bureau that was in fact lies. Ive been reported to the credit bureau Its damaging my credit and ruining my life as 100 % veteran I trusted they lied to me more then once and are damaging my life causing me severe stress . I now have had paid them about $800 and then on my regular payment. How is that helping me how am I supposed to have all this money if I had it in the program they lied more than once this is a very deceptive program. Im giving them a chance to I promise it would be taken care of by today. Im leaving my credit union. No I dont know if I would recommend this program to anyone. I dont consider the green path. I consider it a black path. I have documentation of late fees, etc. I expect them to fix this and fix my credit report immediately. If not, I will contact the media.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  It is impossible to get through to this company by phone.I have spent @ 2 hours on hold, in addition to waiting 4 hours for a call back that NEVER came.I need to speak to this company and corporate phone numbers are all the same problem

  

  Business response

  05/16/2023

  Thank you for the opportunity to respond to Ms. ******** concerns. We acknowledge that lately some of our hold times have been longer and understand their frustration. We continue to hire and train employees for our Client Services Department, and we are committed to improved answer rates.
  
  On May 10, 2023, ****************** communicated to ** using the online portal. We responded the next day on May 11, 2023, to the client using the same online portal and mailed them a copy of their GreenPath statements to the address they have requested and have asked if they wished to schedule a time to review their statements. We have addressed Ms. ******** concerns on the online portal and have awaited a follow-up if they have any additional questions or concerns.
  
  Sincerely,
  
  **************
  Quality Assurance Department 

  Customer response

  05/16/2023

  [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

  03/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Greenpath Financial has been handling for me my debt consolidation programs with 4 major credit cards. All but one of those banks have written me warnings that my funds have been mishandled either in terms of timing or improper amounts. Whenever I contact Greenpath to resolve a current issue it becomes an ordeal if misinformation and confusion. They give me information that directly is contradicted by my payment banks records. Their latest explanation when I complained that my funds are being mishandled and that I cannot properly track the flow of my money was weve been extremely busy. I keep sending them exactly what they ask for, in dollar amounts, and they keep telling me my account balance is short and to send extra payments. Yet there is no record as to why, the representatives cannot give a plausible explanation, and I keep sending money to them so I do not get into worse trouble with my debtors. I cannot tell if this is due to incompetence or something worse.

  

  Business response

  04/04/2023

  Thank you for the opportunity to respond to **************** concerns.  I met with **************** via telephone on 3/30/2023.  I reviewed his concerns and all of his questions were answered.  There was an opportunity for us to adjust his creditor payment schedules so they align better with the date he makes his deposits to GreenPath.  ************** can access his GreenPath portal 24/7 to view all past GreenPath statements and future transactions.  By viewing his GreenPath statements he can see how every dollar sent to us has been allocated.  Should ************** want to review his payment history with us, he is welcomed to do so. 
  
  Sincerely,
  ***********************
  Quality ********************

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a current client of their debt management program and I can't login to my online account or reach anyone by phone. A few weeks ago I was finally able to speak to someone by phone and ask for access to my online account. She said she would forward the request to the IT department. I haven't received any notice and I still can't access my account online. There are only two ways to contact someone if you're a current client - by signing into your account and by phone. I've been on hold for another 15 minutes. I have no idea how long the wait is or how many people are in front of me. I can't stay on hold indefinitely. I don't know what the problem is. It's never been like this before.

  

  Business response

  03/21/2023

  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.

  
  On March 20, 2023 we sent **************** a forgot username email and a reset password email. We also spoke with **************** and confirmed *************** was able to successfully log in to the portal. We discussed using the portal to message us if they experience problems calling us in the future.

  
  **************** indicated they were satisfied with the resolution provided. GreenPath has not had any reports from clients that our telephone line was not working. We do apologize for longer than normal wait times. We are working on initiatives to reduce the wait times.

  
  Sincerely,

  
  *****************************
  Quality ********************

  Customer response

  03/21/2023

  [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 will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a debt relief program that Ive paid for and was seeking assistance from. They do not return my phone calls, they have all my personal information including social security number and banking details. There is no resolution and Ive been put into a more financial hardship then I was previously do to them not holding up their end of the deal.

  

  Business response

  03/07/2023

  Thank you for the opportunity to respond to Mr. ******* complaint. **************** signed a *************** Program (***) agreement and Mr.******* initial deposit was scheduled. Shortly after the initial deposit was initiated, we received notification from Mr. ******* financial institution indicating the account information was invalid. GreenPath verified the financial institutions information provided in the *** agreement by Mr.***********;was entered into our ***************** System correctly. Our process is to put deposits on hold until the client provides correct banking information. Since the initial deposit was unsuccessful and the deposits were placed on hold, GreenPath has not withdrawn any funds from Mr. ******* bank account.Therefore, **************** has not deposited into his GreenPath account and we have been unable to move forward with the ***. Upon receiving notification the initial deposit did not go through, a text was immediately sent notifying *************** the withdrawal was unsuccessful and to chat online or call us. Shortly thereafter we followed up with **************** by calling and leaving a message,sent an email, and sent a message to Mr. ******* online portal account advising we need **************** to provide bank account information. **************** contacted us back approximately three weeks later stating dissatisfaction with GreenPath. GreenPaths Program Performance and **************************** contacted **************** immediately afterward in an attempt to resolve the issue with special care. **************** was requesting changes to the *** that would make the *** non-viable and was using profane language. **************** was unwilling to engage in productive professional conversation to help resolve the issue and **************** disconnected the call. GreenPath made another attempt and asked if we could have a chance to help. **************** again was unwilling to engage in productive professional conversation and disconnected the call.  Mr.******* *** is closed and no fees were charged. Since **************** is unwilling to engage in professional conversation to discuss how to successfully move forward with the ***, GreenPath will not be able to offer further assistance to *****************
  

• Initial Complaint

  10/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On October 21st 2022 I was charged by a creditor for a late payment on an account that was supposed to be under Green Paths purview, something which I have documented in writing. I made repeated attempts to use their online chat functionality to try and stop payment to Green Path until this was sorted out but the chat function of the application did not work. When that failed I used the message function on 10/23 and 10/25 and have yet to receive a response on the matter. My complaint centers around GreenPaths purported status as a debt relief company that seemingly isnt paying bills timely on behalf of clients.

  

  Business response

  11/09/2022

  Thank you for the opportunity to response to ****************** complaint.  Upon review, I have identified three main concerns.
  
  1. **************** states he was charged a late fee because one of his creditors had not yet accepted the payment plan we proposed.  If his minimum monthly payment is more than what we proposed and sending, the creditor may charge a late fee is the difference is not paid by the client.  During the financial counseling session, the Financial Wellness Expert reviewed to keep the accounts current, the minimum monthly payment must be made.  The GreenPath agreement suggests to pay the difference between the minimum payment and the proposed program payment if they are current and/or if the client does not want to fall behind.  
  2, **************** states that he chatted in and was not able to get through.  *********************************** reviewed chat data and we cannot locate a time where he attempted a chat during or after business hours.  We also have not had any reported issues with our chat functionality. 
  3. **************** states that we did not respond to his portal messages in a timely manner.  He sent two portal messages outside of our business hours and his concerns were addressed when he called in first thing Monday, October 25th.
  
  **************** contacted us on Tuesday,October 26th and cancelled his services with us and he was refunded all fees paid to GreenPath totaling $11.68.  A member of the ********************* contacted **************** on November 1st and left a voicemail.  Should **************** want to discuss his concerns in more detail,we would be happy to speak with him.

   

  Sincerely,

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

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

  Customer response

  11/10/2022

  [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:]
  
  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. ↩