Complaints

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:11/25/2024

  Type:Product 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.

  The reason for complaint I'm a disabled person and for months now I've been complaining about how east Carolina payee manages my benefits I have a guardian at *************** department of social services they currently have me listed as being incompetent I've complained several times about how they manage my funds my landlord has contacted me several times about not getting his rent on time I've contacted social security about how they manage my funds and they denying me because they have me listed as incompetent I have proof that something's not adding up special days and holidays I can never get extra money they pretend that it's their policy but I'm getting very tired of not being able to get extra benefits when I need it it's not on a regular basis but wen I do contact them they always got an excuse behind my benefits as far as I know it's a ****** that works there a ***** ******* and my guardian is ******* **** I really believe they are misplacing my benefits and my guardian is pretending that i need extra money so she can spend i have the proof of all my transactions if you need proof i really look forward to someone reaching out to me thank you

  

  Business Response

  Date: 11/25/2024

  Ms. ******* has been deemed incompetent by the State of North Carolina and has a court appointed legal guardian. **** is in frequent communication with the guardian concerning Ms. ******** budget, and she receives the most per week that her budget will allow. ECPS has spoken with ******************* Guardian on this date and she has instructed us to not make any changes with account managers or budget.  ECPS has sent Ms. ******* and her Legal Guardian a 3 month ledger of her income and expenditures.    Please let me know if this satisfies the issue in question. 

   

  ****** ***** CFO

• Initial Complaint

  Date:08/23/2023

  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 called a week ago about some extra money for me and my son i also begged them to call me back and never deed then multiple messages to this company explaining to them i had a heart attack and i need money food and drinks i have to have to have food to eat to take this medicine i told them that and never got a call back neither a check in the mail by law there are suppose to return my call within ****************************************************************************************************************************************** check this unacceptable

  

  Business Response

  Date: 08/23/2023

  Good morning, Eastern Carolina received a call from **************** early last week around 8/17/23 his account manager attempted to return his call.  She did not get an answer and **************** does not have voice mail set up on his mobile phone so we are unable to leave him a return call message.   **************** called again on Friday afternoon 8/18/23,  again we attempted to return his call;  there was no answer when his called was returned and no way to leave him a message.   His account manager mailed a check to **************** early morning of  8/21/23 in the amount of $125.   Eastern Carolina is unable to do Western Unions. In order to avoid missed communication and  possible delayed response time we encourage **************** to try to set up voice mail system and provide an email address so his calls and any request be responded to immediately. 

• Initial Complaint

  Date:11/18/2022

  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.

  ****** **** my representative payee rarely returns my phone calls. I have put in a complaint with the said company and they told me they’d have to investigate the previous statement. I’ve asked them multiple times to just change who is over my account and they will not. I have also had three bills this year that have been paid late which charges my account a late fee which should not be my fault due to the fact that she gets paid to pay my bills on time and in full. You can never get in contact with their supervisor and they always have you on hold for an extended period of time when you contact the front office instead of the payee because the payee doesn’t answer or return phone calls. They have continuously said my payee works from home which is not fair to me.

  

  Business Response

  Date: 11/21/2022

  I just got off the phone with him and to be honest, I was very caught off guard by this. He has never voiced his concern to me or his providers about wanting a new payee. I always try to return his calls the same day. Sometimes, it’s the next day. He recently moved and his new water company (City of King’s Mountain) didn’t send his new bill to ECPS. His first payment was late due to this,  but no late fees were charged. I called them and made sure that all future bills would be mailed here to our PO Box. The late fees he is referring to are from ********; earlier this year while I was out on maternity leave and I believe it was $8.95.  I have never told him that I work from home.  I don’t tell any of my clients that.  I spoke to my Director and she said that she has never received a request to call him.  I will follow up with ********* today.   

   

  ****** **** Account Manager

• Initial Complaint

  Date:08/26/2022

  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.

  Okay so Carolina Eastern payee service owes me $100 from July that they still have never sent me they owe me about $600 just for the month of August and they refuse to send me my check or any of my check and I have a two month old baby and I was told on August 1st that they sent my funds back to social security well when I talk to social security on the 23rd they told me they've never received my funds and they are still my active payee they refuse to send me any of my money or anything and I need my money to take care of me and my child to pay my bills and they haven't even been updating social security that I moved I had to do that when it was actually their job to be put that I moved because I filled out a form to change my address with them and they've never done that I have emails where they even said they sent my money my payments from social security for my SSI disability check back too so security on August 1st but they haven't done so and it's every time I try to call and talk to the person that supposed to be over my case she's never in the office she's always out of the office if I email her she's always out of the office I never get a call back I never get an email back and half of the time they don't even like answering their phone so they email I want something to be done because this is not right they are basically stealing people's money and charging them a fee of $48 but in their brochure and on their website says their monthly fee is $42 and then on top of that the lady even admitted it to me that she used my name and my social to open a banking account in my name when I never gave her permission to do so I would like something to be done

  

  Business Response

  Date: 08/31/2022

  ECPS became representative payee for Ms. ***** in April of 2022.  ECPS has performed its due diligence and assured that Ms. *****'s bills are paid in a timely manner and that her personal needs are met.  As Representative Payee under the supervision of Social Security we are not always able to send out funds as requested.  It is our duty to pay all bills and send funds in a manner that one would have enough money to get thru the entire month.  It is not always in the clients best interest to send all funds out at once, this can lead to  not having any funds for food at the end of the month. We have guidelines that we must follow,  many of Ms. *****'s request could not be accommodated.  Due to Ms. *****'s continued dissatisfaction with our guidelines we resigned as her payee and offered information on other agencies that she may be more satisfied with.  The balance in her account was returned to SSA per SSA guidelines.  SSA takes approximately 2-3 weeks to process conserved funds.   ECPS returned $543.01 on 8/1/22.  Once SSA appoints a new representative payee agency for Ms. ***** those funds will be released to the new payee.   Her case with ECPS is officially closed. 

  Customer Answer

  Date: 09/01/2022

  
  Complaint: ********
  
  I am rejecting this response because:. There is money missing they own me 100$ from July and 591$ for the month of August so I want my money or they will be sued 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:04/27/2022

  Type:Service or Repair 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.

  My Husband **** ********* died in October 16 2021. The payee services was supposed to transfer $20 thousand dollars to social security. Social Security has not received any funds from them. They cannot send me the money until they send the funds. It has been 5 months and is long enough. Social Security doesn't know why they have not transferred the funds and think that something unlawful is going on. They told me to call the fraud hotline but I thought I would try this way first. They have not returned my call and I have multiple times with no result. I would like the payee to immediately send the funds to social security. Please look into this complaint or I will have to contact the fraud hotline.

  

  Business Response

  Date: 04/29/2022

  More Information from Consumer: Case # ******** from Eastern Carolina Payee Services has been resolved on April 28 2022.