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:02/12/2025

  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.

  The Compass Recovery Group, specifically James R***, continues to call my cell phone looking for "my sister", which I have none. When I finally answered one of his phone calls, he is completely rude and unwilling to state why he is calling; asking why I don't just say that I am who he is trying to reach. His voicemail from January 24th is the only way I know who he works for and whom he is looking for, which is not me or my non-existent sister. I ask at this time, that my number be taken off their call list and that they cease and desist on any further communications with me. Should they call again, I will consider it harassment.

  Business Response

  Date: 02/25/2025

  Dear Better Business Bureau:             Compass Recovery Group, LLC (“Compass”) hereby provides this correspondence in response to a complaint filed by ***** **** (“Complainant”) directly with your office.  The Complainant alleges that Compass Recovery Group is, 1) contacting the wrong number for someone she does not know and 2) the agent making the calls was rude to her.   The record reviewed confirms that phone calls were placed to the Complainant in an attempt to locate a different person.  Compass believed that Complainant was related to the person they were attempting to contact.  It would appear by virtue of this complaint that Compass was dialing the wrong number and has now removed the phone number for Complainant from the account.  She will not be contacted again by Compass. The record reviewed also confirms that the agent handling the call was rude to the Complainant.  This agent has received training and discipline.  Compass apologizes. Complainant’s desired resolution is for no further contact by the business.  This request is granted.  The phone number for Complainant has been removed from the system.                Compass took the following steps in response to the allegations in the customer complaint: We reviewed the allegations in the complaint We moved the complaint into a compliance/management desk We reviewed the collection notes We reviewed the call logs We logged the complaint and tracked the complaint internally per company policy Phone number is notated as wrong number and removed from system Agent handling account is trained and receives discipline This written correspondence was drafted with our findings and sent to the BBB             Upon investigation, Compass has identified an opportunity to improve its customer service and has taken steps to correct behavior deemed to fall below the standard of care. Sincerely, Compass Compliance Department

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair 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.

  This company reached out to my work's customer service department and requested to be transferred to me. My customer service team member perceived them as a customer and transfered them to me as such. I know it's legal to reach out to third parties for information. However, Im not comfortable with anyone from my job or personal life being contacted and potentially harassed moving forward, as others have been when dealing with this company. During the call I only confirmed my name but no other information. I told the rep it was very unprofessional for him to call me at work he continued to try to press information and a payment plan out of me to which I didn't respond. He kept presenting himself as representing a client and his "firm" which could be misleading and intimidating to most people. I did not verify any information and the rep offered his phone number. I again told him I'm at work and going to go. This call to my company is problematic for many reasons - 1: It is illegal for debt collectors to share any information on the debt or reason for calling when reaching out to the third party. While I don't believe they told my customer service rep any information directly, the problem lies within the nature of my work. As someone who works on the phone in a very regulated industry all of my call are live listened to and actively recorded. By saying who the debt was for, the amount, and attempting to fish for and share personal information over the phone they now shared this sensitive information with many others who monitor my calls. I am requesting complete cease and desist and do not wish to work with or speak with the company in any way. I refuse to call their agents back to request cease and desist so I'm doing so through here. I know if I call them they will attempt to take my personal information and according to other complaints use aggressive and misleading tactics when trying to collect on debts.

  Business Response

  Date: 12/04/2024

  Dear Better Business Bureau:             Compass Recovery Group, LLC (“Compass”) hereby provides this correspondence in response to a complaint filed by ******* ***** (“Complainant”) directly with your office.  The Complainant brings this complaint based upon a phone conversation shared with an agent from Compass on November 19, 2024. Upon a careful review of the complaint there do not appear to be any allegations that Compass violated any consumer protection laws.  Rather, Complainant references problems experienced by “others” dealing with the company, possible “future” behavior that could be “potentially” harassing and that statements made by a Compass agent “could be misleading and intimidating to most people”.  Furthermore, Complainant acknowledges that it is legal for Compass to contact Complainant at the place of employment under the circumstance and that Complainant does not believe that the agent improperly shared debt information “directly” with any third parties at the place of employment.  Therefore, while Compass does not believe the Complainant has alleged any violations of consumer protection laws, to the extent that any statement made by Complainant in this complaint could be construed as such, such allegations are denied.  Complainant does express concern about receiving calls at the work place because the phone lines are recorded.  Therefore, Complainant’s desired resolution is for no further contact by the business.  Compass has placed the account into a cease and desist status and will no longer contact the Complainant.             Compass took the following steps in response to the allegations in the customer complaint: We reviewed the allegations in the complaint We moved the complaint into a compliance/management desk We reviewed the collection notes We reviewed the call logs We logged the complaint and tracked the complaint internally per company policy Cease and desist directive placed on account; no contact on this account This written correspondence was drafted with our findings and sent to the BBB             Upon investigation, it has been determined that Compass has conducted their business in a professional and ethical manner and has not violated any consumer protection laws. Sincerely, Compass Compliance Department 

• Initial Complaint

  Date:09/26/2024

  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.

  The business is illegally contacting my job which is threatening my employment. They are using illegal debt-collecting practices. They can contact me in writing of on my personal phone. They are looking for a lawsuit.

  Business Response

  Date: 10/06/2024

  Dear Better Business Bureau:             Compass Recovery Group, LLC (“Compass”) hereby provides this correspondence in response to a complaint filed by ********* **** (“Complainant”) directly with your office.  The Complainant alleges that Compass Recovery Group is, 1) illegally contacting her job which is threatening her employment, 2) is using illegal debt-collecting practices and 3) is looking for a lawsuit.  Any allegation that Compass violated a consumer protection law is denied.    The record reviewed confirms that collection attempts commenced on September 23, 2024 when Compass sent the Regulation F Model 1692g validation of debt notice to the Complainant.  One phone call was made to Complainant’s place of employment on September 26, 2024 and a voice message for a return call was left.  Complainant called back and told the agent that calls to the workplace were prohibited.  The agent acknowledged Complainant’s request and notated the account.  The Complainant then terminated the call abruptly.  No further calls were placed to the place of employment.  Compass received this complaint on September 26, moments after interacting with the Complainant. Prior to the initial call to the place of employment, Compass did not have any actual or constructive knowledge or reason to believe that calls to the place of employment were prohibited.  Therefore, the allegation that Compass illegally contacted Complainant’s job is denied.  Compass is allowed to contact consumers at the place of employment until told otherwise or until they identify that calls are prohibited.  After Complainant stated calls were prohibited no further calls were made to the place of employment in compliance with consumer protection laws. Upon the record reviewed, there is nothing to substantiate Complainant’s allegation that Compass used illegal debt collection practices while collecting her debt.  The 1692g notice was sent to Complainant and one phone call was made to the place of employment.  This allegation is denied, Compass did not use any illegal debt collection practices. Complainant states that Compass is “looking for a lawsuit”.  Compass is not sure if this is an allegation or a threat from the Complainant, but assuming it is an allegation, Compass denies that it is looking to sue Complainant.  In fact, Compass is a third party debt collection company collecting past due consumer debts on behalf of its creditor clients.  Compass is not a law firm, does not sue accounts and can not sue on accounts.  This allegation is denied. Complainant’s desired resolution is for no further contact by the business.  This request is granted.  The account has been closed as cease and desist and has been returned to the current creditor.                Compass took the following steps in response to the allegations in the customer complaint: We reviewed the allegations in the complaint We moved the complaint into a compliance/management desk We reviewed the collection notes We reviewed the call logs We logged the complaint and tracked the complaint internally per company policy No further contact directive placed on account; no contact on this account Account returned to current creditor This written correspondence was drafted with our findings and sent to the BBB             Upon investigation, it has been determined that Compass has conducted their business in a professional and ethical manner and has not violated any consumer protection laws as alleged. Sincerely, Compass Compliance Department 

• Initial Complaint

  Date:09/06/2024

  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.

  On around 8/30 this business began harassing myself and my family calling myself, my brother, my sister, my brother in law, my mom, my dad, and my mother in law. They will call each of them up to 10x a day. Once someone answers they are very unprofessional and have threatened myself and my family. Upon further research, it is a scam and we’re attempting to get my banking information.

  Business Response

  Date: 09/23/2024

              Compass Recovery Group, LLC (“Compass”) hereby provides this correspondence in response to a complaint filed by **** ********** (“Complainant”) directly with your office.  The Complainant alleges that Compass Recovery Group, 1) has contacted multiple family members up to ten (10) times a day, 2) are unprofessional on the phone and threatening to himself and his family members, and 3) is a “scam” attempting to get bank information. The record reviewed confirms multiple calls to family members in an attempt to confirm or correct location information for the Complainant.  Compass denies that family members were contacted 10 times a day, this call volume is not supported in the record reviewed. The record reviewed confirms phone call contact with third parties as well as the customer himself.  While Compass denies that these calls were “threatening” or “unprofessional”, Compass does recognize an opportunity for improvement regarding specialized remedy talk-off strategies and account status information. Lastly, Compass is not a “scam”, rather, it is a third party collection agency formed and operating in the state of New York.  Compass is tasked with the collection of consumer debt on behalf of its creditor clients.  As part of that business, Compass does collect bank information.  This allegation is denied.   Complainant’s desired resolution is for no further contact by the business.  This request is granted.  The account has been closed as cease and desist and has been returned to the current creditor.               Compass took the following steps in response to the allegations in the customer complaint: We reviewed the allegations in the complaint We moved the complaint into a compliance/management desk We reviewed the collection notes We reviewed the call logs We logged the complaint and tracked the complaint internally per company policy No further contact directive placed on account; no contact on this account Account returned to current creditor Training provided to agent(s) handling the account This written correspondence was drafted with our findings and sent to the BBB             Upon investigation, it has been determined that Compass has conducted their business in a professional and ethical manner and has recognized an opportunity for improvement of its services. Sincerely, Compass Compliance Department 

• Initial Complaint

  Date:07/11/2024

  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.

  Continued daily telephone calls to myself as well as family members

  Business Response

  Date: 07/22/2024

  Dear Better Business Bureau:             Compass Recovery Group, LLC (“Compass”) hereby provides this correspondence in response to a complaint filed by ***** ****** (“Complainant”) directly with your office.  The Complainant alleges that Compass Recovery Group has made daily telephone calls to herself as well as to her family members.  These allegations are denied.  The record reviewed confirms that collection attempts commenced on July 10, 2024 with the mailing of the Regulation F Model 1692g notice to the Complainant.  One phone call was made on July 11 and a voice message for a return call was left.  Compass received this complaint shortly thereafter.  The record reviewed does not confirm “daily telephone calls to herself as well as to her family members” and is denied. Complainant’s desired resolution is for no further contact by the business.  This request is granted.  The account has been closed as cease and desist and has been returned to the current creditor.               Compass took the following steps in response to the allegations in the customer complaint: We reviewed the allegations in the complaintWe moved the complaint into a compliance/management deskWe reviewed the collection notesWe reviewed the call logs We logged the complaint and tracked the complaint internally per company policyNo further contact directive placed on account; no contact on this account Account returned to current creditor This written correspondence was drafted with our findings and sent to the BBB            Upon investigation, it has been determined that Compass has conducted their business in a professional and ethical manner and has not violated any consumer protection laws as alleged. Sincerely,Compass Compliance Department

• Initial Complaint

  Date:03/26/2024

  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.

  We have **** ***** firm handling our settlement of debts. We are senior citizens in hardship and quite ill. We believe the debt in question was settled by **** ***** and now Compass is harassing us for money. James R*** called on a recorded line and I only gave him name of **** ***** to contact as we were instructed to do. He wanted to argue and try to get additional information. We do not want to be bothered by collectors. Again, the debt in question was settled months ago by **** *****.

  Business Response

  Date: 04/01/2024

  Dear Better Business Bureau:             Compass Recovery Group, LLC (“Compass”) hereby provides this correspondence in response to a complaint filed by **** ******* (“Complainant”) directly with your office.  The Complainant alleges that Compass agent harassed and argued with him about a debt he owes that he claims is being handled by a third-party debt management company.             The record reviewed confirms that Complainant’s spouse and Compass agent spoke on March 26, 2024.  During the brief call, the spouse explained that the account was being paid by a third-party debt management company called **** *****.  The agent did request more information and during this exchange with the spouse, Compass recognizes an opportunity for improvement with the customer service provided by the agent.             The agent has received discipline and training.            Complainant’s request is for no further contact from the business.  This is granted.             Compass took the following steps in response to the allegations in the customer complaint: We reviewed the allegations in the complaintWe moved the complaint into a compliance/management deskWe reviewed the collection notesWe reviewed the call logs We interviewed the agent handling the accountWe provided discipline and training to the agent We logged the complaint and tracked the complaint internally per company policyWe closed and returned this account to the creditor client as cease and desist, do not contact This written correspondence was drafted with our findings and sent to the BBB            Upon investigation, Compass has identified an opportunity for improvement relating to customer service.  Sincerely,Compass Compliance Department 

• Initial Complaint

  Date:10/31/2023

  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.

  This business tried to withdraw funds from account randomly without my consent creating unnecessary charges. The customer service agent was very nasty and rude and hung up the phone. Very unprofessional

  Business Response

  Date: 11/14/2023

              Compass Recovery Group, LLC (“Compass”) hereby provides this correspondence in response to a complaint filed by ****** ****** (“Complainant”) directly with your office.  The Complainant alleges that Compass attempted to withdraw funds from his bank account with his consent and that a customer service agent was rude to him and hung up the phone.             The record reviewed confirms that Complainant and Compass successfully negotiated a settlement of a past due account owed by Complainant on September 7, 2023.  The amount to settle the debt was agreed upon at $1,800 to be paid in six (6) equal installments, payment due the 20th of each month, with the initial payment of $300 to be due on September 20.  Complainant voluntary provided payment information and authorized the series of payments to automatically withdraw from Complainant’s account on the 20th of each month.  Prior to the initial payment due date, Complainant called the office on September 19 and asked to have the initial payment reduced to $200 and to add a final payment in the installment series of $100.  Compass obliged Complainant’s request.  On the date the initial payment of $200 was due, the payment was declined as “insufficient funds”.  Compass reached out to the Complainant on September 26 to inquire on the declined payments and the Complainant stated he would figure something out.  Compass did not hear back from him.  On October 20, the next payment in the series automatically withdrew from Complainant’s account as agreed upon in the initial agreement.  Complainant then called Compass to complain that they were attempting to withdraw payments from his account and that such withdrawal was not authorized, mirroring the allegation in this BBB complaint.  The record reviewed confirms Complainant’s authorization, the allegation is simply not truthful and therefore denied.             However, the agent handling the complaint call from the Complainant did in fact hang up the call abruptly, which is not acceptable behavior.  The agent has received discipline and training.             Compass took the following steps in response to the allegations in the customer complaint: We reviewed the allegations in the complaint We moved the complaint into a compliance/management desk We reviewed the collection notes We reviewed the call logs We interviewed the agent handling the account We logged the complaint and tracked the complaint internally per company policy We closed and returned this account to the creditor client as cease and desist, do not contact We removed all payments in the settlement series and voided the settlement agreement This written correspondence was drafted with our findings and sent to the BBB             Upon investigation, Compass has identified an opportunity for improvement relating to customer service.   Sincerely, Compass Compliance Department 

• Initial Complaint

  Date:10/19/2023

  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.

  This business attempted to lie to me, saying they had a medical patient of my employer in order to gain my personal info. This is their first attempt and they’ve been incredibly untrustworthy and quite frankly dangerous in their attempts to use client information to gain access to me.

  Business Response

  Date: 10/26/2023

  Dear Better Business Bureau:             Compass Recovery Group, LLC (“Compass”) hereby provides this correspondence in response to a complaint filed by ******** ********* (“Complainant”) directly with your office.  The Complainant alleges that Compass lied to him by stating that Compass had a medical patient of Complainant’s employer in an attempt to gain his personal information.  Compass denies this allegation.             The record reviewed confirms that the 1692g model CFPB notice was sent to Complainant on October 18, 2023.  The first outbound call to Complainant took place on October 19, 2023.  During this call, the Complainant did not verify his identity and terminated the call.  The Complainant then called back into the office for information but refused to verify his identity and terminated the call.  Then, the Complainant called in a second time, demanded a cease and desist, used profanity and accused the Compass representative of stating to him that Compass had a medical patient of Complainant’s employer in order to gain personal information.  Complainant terminated the call again.            After this call, Compass logged the account as cease and desist, do not contact.  This complaint followed.  The record reviewed confirms that Complainant’s claims are wholly unfounded.  Compass at no point communicated with Complainant in any way that even remotely resembles what Complainant is claiming was said.  Compass can only deduce that Complainant must have confused Compass with a different collections agency.             Compass took the following steps in response to the allegations in the customer complaint: We reviewed the allegations in the complaintWe moved the complaint into a compliance/management deskWe reviewed the collection notesWe reviewed the call logs We interviewed the agent handling the accountWe logged the complaint and tracked the complaint internally per company policyWe closed and returned this account to the creditor client as cease and desist, do not contact This written correspondence was drafted with our findings and sent to the BBB            Upon investigation, it has been determined that Compass has conducted their business in a professional and ethical manner. Sincerely,Compass Compliance Department

• Initial Complaint

  Date:07/18/2023

  Type:Billing 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.

  Compass recovery continues to call me at least 5 to 7 times a day. I asked they mail me correspondence on the debt and they get really angry telling me they know I got it in the mail. They call several family members daily that have had to block their numbers. Mike threatens with anything he can like taking my vehicle, which is still being paid for. I tried to work out a 50.00 payment a month they accepted the initial payment but want 200 every month. They will not work with me. I am a single mother I buried my husband and am being harassed over 3,000 dollars. I would like to pay them but all I can afford is 50 a month. They wont take it.

  Business Response

  Date: 07/20/2023

              Compass Recovery Group, LLC (“Compass”) hereby provides this correspondence in response to a complaint filed by ******* ************ (“Complainant”) directly with your office.  The Complainant alleges that Compass Recovery Group 1) contacted Complainant at least 5 to 7 times a day, 2) refused to send correspondence in the mail when requested, 3) called several family members daily, 4) threatened Complainant with vehicle repossession, and 5) that Compass agent will not work with Complainant on a $50 per month settlement arrangement.  Compass conducted an investigation into this complaint and provides the below response. The record reviewed confirms that collection attempts commenced on December 26, 2022 with the mailing of the Regulation F Model 1692g notice to the address on record which matches the address provided by Complainant on the complaint.  There is no evidence in the record that Complainant stated having not received this correspondence or any request either in writing or verbally for more correspondence and therefore this allegation is denied.  After the mailing of this notice, collection attempts were made by telephone to the Complainant.  When those attempts failed, attempts to confirm or correct location information were made to third parties by telephone. Eventually, contact was made with the Complainant on June 21, 2023 and a payment plan was agreed upon.  During this call, the Complainant made several comments that a prior representative would not work with Complainant on a payment plan and had made various other threats.  This was the first time that Compass had any direct communication with the Complainant.  During this call, the Compass representative worked with Complainant on a payment plan that she herself agreed to and at no time was there any denial of an offered plan and at no time was there any threat to repossess a vehicle.  Compass believes that Complainant has confused Compass with a different collections agency for a different collections account and therefore denies those allegations that Compass would not work with her on a payment plan and that Compass threatened to repossess a vehicle. Complainant made the first payment on her payment plan with Compass, then failed to make additional payments per the plan.  At that time, a Compass agent reached out to Complainant to ascertain the reason for failed payments.  However, Compass agent also reached out to third parties improperly as well.  These calls deviated from company policy and this agent was disciplined and trained for her failures.  In addition, call frequency to Complainant deviated from company policy and agents in violation thereof were likewise treated with disciplinary actions and training.   Complainant’s desired resolution is for a “billing adjustment” as well as no further contact by the business.  Regarding the billing adjustment, Compass is unsure what is being requested.  If Complainant wishes to make $50 payments monthly to Compass she is encouraged to contact our office directly to set up those payments.  However, Complainant has also asked for no further contact so Compass will no longer contact the Complainant unless she contacts us directly to set up payments.               Compass took the following steps in response to the allegations in the customer complaint: We reviewed the allegations in the complaint We moved the complaint into a compliance/management desk We reviewed the collection notes We reviewed the call logs We interviewed the agents handling the account Provided discipline and training to the agents We logged the complaint and tracked the complaint internally per company policy We removed the payments on the account and encourage Complainant to call the office if she wished to make payments toward her account No further contact directive placed on account; no contact on this account This written correspondence was drafted with our findings and sent to the BBB             Upon investigation, it has been determined that Compass has conducted their business in a professional and ethical manner but recognizes opportunities for improvement. Sincerely, Compass Compliance Department 

  Customer Answer

  Date: 07/21/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards, ******* *******

• Initial Complaint

  Date:06/18/2023

  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.

  Compass Recovery Group contacted multiple members of my family after being asked not the contact anyone other than me. They also contacted my HR department through my employer and my boss, which they used to threaten me with legal action and garnishing my wages.

  Business Response

  Date: 06/29/2023

  Dear Better Business Bureau:             Compass Recovery Group, LLC (“Compass”) hereby provides this correspondence in response to a complaint filed by ********* ******* (“Complainant”) directly with your office.  The Complainant alleges that Compass Recovery Group 1) contacted multiple members of her family after being asked not to contact anyone other than Complainant, 2) contacted her company’s HR department as well as her boss, and 3) threatened Complainant with legal action and wage garnishment.  Compass conducted an investigation into this complaint and provides the below response. The record reviewed confirms that collection attempts commenced on September 13, 2022 with the mailing of the Regulation F Model 1692g notice to the address on record which matches the address provided by Complainant on her complaint.  After the mailing of this notice, collection attempts were made by telephone to the Complainant.  When those attempts failed, attempts to confirm or correct location information were made to third parties by telephone. Eventually, contact was made with the Complainant and a payment plan was agreed upon.  Payments were forthcoming and timely pursuant to the plan until payments stopped coming in April.    Collection attempts were made again by telephone to the Complainant to re-engage.  When those attempts failed, attempts to confirm or correct location information were made to third parties by telephone.  There were calls placed to the place of employment as well with no prior knowledge that such calls were prohibited.  On May 4, 2023, the Complainant returned a phone call to Compass, requested that all calls to the place of employment cease and that all phone calls to relatives and third parties cease and that all phone calls should only be made to her phone number, ending in ‘****’.  The account was notated and all instructions were followed by Compass from this date forward.  Therefore, Compass denies Complainant’s allegation that calls to third parties and the place of employment continued after being told that such calls should cease. Unfortunately, during the May 4, 2023, Compass agent did make statements consistent with Complainant’s allegations which greatly deviate from company policy.  We thank the Complainant for bringing these concerns to our attention and this agent has been disciplined and will receive extensive customer service and compliance training and additional monitoring. It should also be noted that upon receipt of this complaint, Compass did remove all future payments as a courtesy to Complainant.  If Complainant wishes to re-engage to settle her debt she may call our offices. Complainant’s desired resolution is for no further calls to third parties or her place of employment.  This directive has been in place since her initial request on May 4, 2023 and Compass has complied with this request and will continue to comply with this request.  All communication by telephone is being initiated to the phone number ending ‘****’ per Complainant’s instruction.               Compass took the following steps in response to the allegations in the customer complaint: We reviewed the allegations in the complaint We moved the complaint into a compliance/management desk We reviewed the collection notes We reviewed the call logs We interviewed the agent handling the account Provided discipline and training to the agent We logged the complaint and tracked the complaint internally per company policy We removed the payments on the account and encourage Complainant to call the office if she wished to reinstate All third party numbers removed – confirmed No calls to place of employment – confirmed All calls only to number ending ‘****’ – confirmed This written correspondence was drafted with our findings and sent to the BBB             Upon investigation, it has been determined that Compass has conducted their business in a professional and ethical manner but recognizes an opportunity for improvement.  Sincerely, Compass Compliance Department