Complaints

This profile includes complaints for Citizens Debt Relief LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Citizens Debt Relief LLC

  697 3rd Ave Ste 105 New York, NY 10017-4003

• 

  Citizens Debt Relief LLC

  99 Madison Ave Ste 901 New York, NY 10016-7419

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:04/22/2025

  Type:Product 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.

  Cancelation of program on 1/30 Requested remaining funds in account to be refunded. I have received partial refund, but still after 55 business days have not received any update as to when I can expect refund. Originally stated to recieve refund with in 30 business days. Every time I call they either ignore my calls, or can't give me a definitive answer as to when to expect refund.

  Customer Answer

  Date: 04/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** ******
  
  
  
   
  
  

• Initial Complaint

  Date:04/07/2025

  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.

  Company Name: Citizen Debt Relief Location (optional): You can leave blank if you dont have their physical address Complaint:I began working with Citizen Debt Relief in December 2024 with the understanding that they would settle my enrolled debts within 3 to 4 months. Ive now been paying into their program for 5 to 6 months and have paid more than what I was told I would save through the programbut none of my debts have been settled.I have requested a full accounting of how my money has been used and a status update on each debt. So far, *** received no helpful response.This company has not delivered on what they promised and continues to withdraw payments from my account. Im requesting that they either settle my debts immediately or refund fees and stop further withdrawals.Desired Resolution:Provide a full accounting of funds and status of my accounts Refund fees for services not delivered Cease further payments until a resolution is reached

  Business Response

  Date: 04/28/2025

  We are committed to providing quality service to all our customers. As part of the program it does usually take several months to begin to see the results of settlements. While this client is upset we have taken appropriate steps to make sure that no further drafts will occur and any necessary refund will be processed. We consider this matter closed. 

• Initial Complaint

  Date:03/26/2025

  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 had a bill from *************** for 5000. Citizens debt relief collected money from my account for 2 years! And still has not paid the bill. They destroyed my credit and still give me no answer and have my money.

  Business Response

  Date: 03/27/2025

  Hi there we do regret that you feel this way. However, we do want to highlight that we made attempts to work with the client and lower the monthly payment significantly to help with her situation. There have been many missed payments during the term of the program. When we lower monthly payments though that does make it more difficult to work with creditors as we have less money to work with. We did indeed settle the *************** account on 3/21 and is still current on that settlement agreement. Additionally, credit does take a temporary dip as a result of the program but as settlements are reached and paid in full we do typically see credit rebound. Our staff will reach out to discuss. If you would like to reach out to us as well you can at ************.

• Initial Complaint

  Date:03/24/2025

  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.

  I enrolled in debt management in February 2024, my payment ****** monthly which they took out of my account every till Nov 2024 and I called my bank to cancel because my debtors were calling and harassing and they sued me in Harris County court. **** ****** is the conman that led me to signing up and of course he stop answering my calls and email. They staff was rude every time I called demanding answers, of course I didnt know they will ruin my credit before repairs. It really messed up my work and other family affairs. I have been waiting for my refund so once December 2024, they dont answer my calls anymore. Today I received refund of ******* which i dont even know how they calculated. It was supposed to $2889.81 (****** x 8)since the bank refunded October and November payment. Im still waiting on them to refund the difference. Bad company, rude employees and will NOT recommend to anyone. Now I have legal fees of $1800. **** ****** is liar and not trustworthy

  Business Response

  Date: 03/27/2025

  We are reaching out to this client and resolving the refund issue. thanks

   

• Initial Complaint

  Date:03/21/2025

  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.

  On 2/24/25, I received a phone solicitation from **** ****** with Citizens Debt Relief LLC. He provided a phone contact of ************ and text contact of ************.? 
  
  I signed a contract with Citizens Debt Relief on 2/24/25. **** ****** told me I could cancel the contract up to 3 weeks after signing. The proposed monthly payment to Citizens Debt Relief LLC was $1,692.53 scheduled for 3/17/25 and the 17th of each month thereafter. 
  
  I texted **** ****** on 2/26/25 to cancel the contract. I provided **** ****** a signed Citizens Debt Relief - Notice of Cancellation form signed and dated via text message. **** stated the following in text after receiving the request to cancel and after receiving the document, It just came through so you are all set. I will submit this you are all set. You do not recieve a document showing it is cancelled you sending me the signed cancellation form sufices. You will not be drafted and you are cancelled.? 
  
  On Friday, 3/14/25, Citizens Debt Relief LLCs payment processing company *******, submitted a payment request on behalf of Citizens Debt Relief LLC to my bank in the amount of $1,692.53. My bank account became overdrawn by $594.83. My account was previously pending an authorized payment. Later that same day (3/14/25), and after the unauthorized payment to Citizens Debt Relief LLC payment was pending from my account, I received a text message from Citizens Debt Relief LLC stating, Hello ******, CDR here with a payment reminder. Your next draft will pull on March 17, 2025, for $1692.53. Reach out if you have any questions. I was also concerned about another authorized scheduled payment for 3/17/25 which may be returned due to the current overdrawn status (because of Citizens Debt Relief LLC). 
  
  I contacted Citizens Debt Relief on Saturday, 3/15/25 and was told by the representative who said they were based in the New York office to call back on Monday. He advised my account was drafted because the cancellation was not processed properly. I was told by the representative that an email confirmation is provided for records and ease of mind when an account is cancelled. I contacted Citizens Debt Relief LLC on Monday, 3/17/25 and the representative placed my account on hold, stated that should have bern done when **** ****** received my request to cancel. The representative asked me to call back after the payment to Citizens Debt Relief LLC was resolved with my bank. I contacted Citizens Debt Relief LLC on Wednesday, 3/19/25. I spoke with ******** who said she cancelled the account, sent a ***************** Closure Confirmation email and provided an email address for me to send my request for Citizens Debt Relief LLC to pay for the stop payment fee I paid my bank so that my authorized transactions would be processed and the fraudulent transaction to Citizens Debt Relief LLC would be stopped.? 
  
  I contacted Citizens Debt Relief LLC on Wednesday, 3/19/25 and spoke to 3 representatives, one being ******* to confirm the request was received and was told the fee would be refunded up to 21 business days, the fee would not be refunded - it was my fault for calling the bank, the fee would not be refunded because they do not refund bank fees). ******* spoke over me while I was speaking. ******* placed me on hold while I was speaking. I asked ******* to place a manager on the line that I could speak with, and she transferred me to a voicemail. I left a message for that person and have not received a call back since that time. I contacted ***** from Reliant (Citizens Debt Reliefs processing firm) on the same day. ***** stated their company processes payment requests for Citizens Debt Relief LLC. If Citizens Debt Relief LLC sends a request to them by 4:30 PM EST any business day, they will process the $30 to be sent to my bank account. She said she was forwarding my concern to her companys ******************** team.? 
  
  I spoke with **** ****** on Wednesday, 3/19/25. He stated that they would not refund the stop payment fee. I explained I paid the fee in exchange of my authorized payments being paid. If I did not do that, my payments would have been returned due to the fraudulent transaction from his company. If my authorized payment was returned and Citizens Debt Relief LLC was paid (understanding that this account should have already been canceled) I would have incurred $165 in fees rather than $30. I explained to him I made the decision to stop payment because he did not cancel the contract and adhere to the correct process of doing so according to representatives, I spoke with at Citizens Debt Relief. His negligence caused additional fees to my bank account and compromise to my scheduled vendors with regard to payment. He continued to state my banks stop payment fee would not be refunded and kept insisting that I ask my bank to refund the fee (with **** understanding the issue was caused by him). 
  
  
  

  Business Response

  Date: 03/19/2025

  We apologize for the inconvenience and negative experience the Client has encountered, however, we believe the complaint filed is intended for Citizens Debt Relief LLC.

  We would like to clarify that ********************* and Citizen Debt Relief are two completely separate companies with no connection. Please direct the complaint to the correct company, Citizen Debt Relief, to assist you with your matter. We hope that your issue can be resolved soon. 

  Customer Answer

  Date: 03/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Regarding the response received from Citizens Debt Relief as follows:

  This person never made a payment into our program. We are a bit confused about how upset she is due to the fact that we were never able to even draft a single payment or start working on her behalf. The charge that is being referred to is something that her bank charged for initiating a stop payment. This person is officially cancelled and no monies were drafted. We wish this person the best in resolving their debt on their own.

  This firm attempted a draft after receiving their signed cancellation form and attempted a draft after telling me the account was cancelled and after telling me no withdrawal would be made.
  

  Due to this firms fraudulent attempt, my account became overdrawn. If I had not paid $30 to stop payment on this firms fraudulent draft that should have never happened, my other payments would have been returned. I had enough in my account to cover the valid transactions. I did not have enough in my account to cover the fraudulent transaction that Citizens Debt Relief attempted.
  

  If this firm by the way of **** ****** adhered to the cancellation form and its terms there would not have been a fee for me to pay to my bank as there would not have been a fraudulent attempt of a draft. My account would not have been overdrawn with valid transactions being returned.
  

  I expect Citizens Debt Relief to reimburse the stop payment fee I paid to stop their fraudulent transaction due to (and per Citizens Debt Relief representatives) failure on **************** behalf to properly cancel my account. Please tell me when this will be refunded as the fee was paid due to a fraudulent transaction by Citizens Debt Relief.
  

  I am upset about the dishonesty, incompetence, unprofessional behavior of this company and more so about the fact that they lied, did not honor the signed request to cancel and attempted to withdraw a fraudulent payment from my account. They operated in bad faith. I expect the bank fee that I paid due to this firms fraudulent attempt to be returned.

  All back up has been provided to included recorded conversation, text messages and proof of the cancellation submitted and received by **** ******. Please advise when the fee will be returned back to me. And again I am asking for the additional request which is an apology for this error and written proof on company letterhead that this will not happen again as the letter of cancellation was not honored before.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

  Business Response

  Date: 04/14/2025

  We want to clarify that no payment was ever made into our program and no services were provided. This consumer is complaining about a fee that their bank charged them. We have nothing to do with that charge or that bank.

  Customer Answer

  Date: 04/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   No payment was ever made into the program because I placed a stop payment. I placed the stop payment and paid a $30 fee to my bank because Citizens Debt Relief attempted a fraudulent draft. Citizen Debt Reliefs fraudulent draft attempt was fraudulent because they had record of my signed cancellation form along with record of **** ****** stating to me in me in texted message, You will not be drafted and you are cancelled. 

  The reason Citizens Debt Reliefs fraudulent draft became an attempt and not a payment is due to me paying my bank a $30 stop payment fee so that my authorized payments (mortgage and others) would be paid.
  
  Citizens Debt Relief stated in their response, no services were provided, however attempted to draft my account for services that were NEVER provided in the amount of $1,692.53 weeks after having their firms signed cancellation and weeks after their representative **** ****** said I would not be drafted and weeks after **** ****** said my account was cancelled.

  Resolution:  I expect a reimbursement of $30. The reimbursement is for the fee I paid my bank to stop payment. Again stop payment was paid and filed with my bank because of Citizens Debt Reliefs fraudulently payment request attempt of $1,692.53 for services that were never provided(as stated by Citizens Debt Relief). 
  
  Please advise when the reimbursement details will be available. I also expect a letter stating no future fraudulent drafts or attempted drafts will take place. I also expect a letter of apology for the negligence and lack of attention to refund a fee paid because of this firm malpractice.
  
  Thank you!

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,
  
  ****** *******
  
  
  
  
   
  

• Initial Complaint

  Date:03/07/2025

  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.

  I started in a program with citizens debt relief on september 2024 to help me reduce my credit debt, i was told that they could help me reduce my credit debt in 6 months so i inroad in their program to help me reduce my debt. its now march of 2025 six months later and i called in and ask them was someone handling my case to reduce my debt with my creditors. they told me that it was a 37 month program and it would need more time and more payments from my before they could help me with my creditors. I then told them to cancel me out of their program because im on a fixed income and i cant do a 37 month payment so please cancel me out there program and give me my money back. i was told that someone from their office would contact me in 24 to 72 hours about my refund of my money. Ive been calling them and they keep telling me to wait and someone will soon call me about my money. they have been giving me the run around and i am tired of it, please help me get my money back from these people.

  Business Response

  Date: 03/21/2025

  We have been trying to make contact with this client for 2 weeks with no success. The Client was refunded in full and the file has been closed. Thanks

   

• Initial Complaint

  Date:01/06/2025

  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.

  December 4, 2024 I canceled the program and was told I was going to get the money back that I put into the program by 12 December then I was told 21 to 30 days. The service from the company did not answer phone calls did not return phone calls or text messages or emails. Im just wanting my money back that I put in for the program to make my credit better which was nine months of $427.00

  Business Response

  Date: 01/19/2025

  We regret that this customer would like to exit the program early. The program does require patience to see the full fruits of the negotiations and settlements. We have made contact with this customer and will review his refund request. Please contact us at *************************** for any further questions. 

• Initial Complaint

  Date:12/18/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to cancel my account multiple times, sending three emails and making multiple calls. I was told emails were not an acceptable form of cancellation, but it took three weeks before I was finally informed I needed to submit a specific cancellation form. I submitted the form 7 days after the cancellation notice and confirmed the account was closed the following ******* this point, I was told I was due a refund of ~$2,200 and that processing would take about 30 days, which I accepted. I called back to confirm the refund and was given a payment date of Dec. 6th. On Dec. 10th (reasonable processing time), no refund appeared, so I called again. I was told the refund had been sent but was only $1,700, with no prior notice that it would be split.From Dec. 10th until today, Ive made multiple calls and received conflicting information. One manager claimed no one could have given me a payment date, despite me confirming it previously. I was eventually told the remaining refund was withheld because they pushed a settlement through (without my authorization), claiming I didnt "decline" it.Throughout this process, Ive:Been given incorrect information repeatedly.Requested a review of recorded calls and the paper trail to prove what I was toldboth were refused.Been treated dismissively instead of receiving accountability.I request:A full refund of the remaining amount owed.A review of all call recordings and records.Accountability for the misinformation and unauthorized settlement.

  Business Response

  Date: 01/03/2025

  We spoke to the client before the holiday. This client was refunded in full despite our successful settlement arrangement. The disputed amount is not fall in line with the clients deposits in the payment processors ledger. We consider the matter resolved

  Customer Answer

  Date: 01/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******** *******-******
  
  
  
   
  
  

• Initial Complaint

  Date:11/14/2024

  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.

  I paid citizens Debt Relief over $7000 And rthey have done nothing but take my money for 3 years

  Business Response

  Date: 11/25/2024

  We have been making many attempts to contact this client. We have settled all of the accounts on file which are on active payment plans. We believe this matter to be resolved. If the client has any questions please reach out to client services and we will be happy to shed more clarity on these payment plans. 

  Customer Answer

  Date: 12/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  As far as I can tell they only made 1 payment.  My credit score went from720  to 600.

  
  Sincerely,
  
  ******* *********
  
  
  
  
   
  

  Business Response

  Date: 12/18/2024

  We understand that the client is unhappy with the effects of the program to her credit score. However all of our clients are made aware of the temporary credit implications. We do see our clients credit scores increase over time as their accounts are paid and overall debt decreases. We have been trying to make contact with the client and have some solutions to present that may resolve her complaint. We ask that the client reach out to client services to review the account together. 

• Initial Complaint

  Date:11/04/2024

  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.

  I enrolled with Citizen Debt Relief on 11/16/2022, they promised me they will settle my 5 credit card debt in 4 yrs, that I could only expect ***** credit score dropped.2 yrs passed, not to mention my credit score has dropped 200, I also have to face a law suit. *************** filed a law suit against me in September 2024, I have contacted Citizens numerous times since, asking them to settle with ***************, until now my court date is in 5 days, they haven't done ********** this point, I'm very frustrated and disappointed with Citizen Debt Relief, I just want to close my account and get my money refunded. I paid them totally $13,366.91, $4822 was paid out, I am asking the remaining balance to be refunded back to my bank account.

  Customer Answer

  Date: 11/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ***