ComplaintsforQuickCert

• Initial Complaint

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Applied for refi on reverse mortgage, was charged $125 for counseling, already had existing reverse mortgage, asked for refund and was denied. Was charged excessively for a few questions asked. Would like refund.

  Business response

  05/02/2022

  Business Response /* (1000, 10, 2022/04/19) */ Our records indicate Mr. ***** scheduled counseling with us, as he and his wife were considering a refinance. They received counseling form us on 2/4/2022. We performed the counseling at the scheduled time and sent out his completed documents the same day. We are unable to refund Mr. *****'s completed counseling session, but if he has additional questions about the program or needs additional assistance, we are happy to speak with him again anytime if he would like to give us a call.

• Initial Complaint

  01/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I'm trying to get a reverse mortgage and the mortgage company gave me quickcert's phone number. I called them and they wanted my payment info immediately. I gave them my credit card and they said it was declined and wanted a different form of payment. I gave them my ATM card. After a couple minutes of speaking with him it became apparent they had no idea what they were talking about. After speaking to them I called my bank as to why my card was declined. I was told that the purchase went through and they reversed the charges. I started off speaking with a man with a woman coaching him in the background. After much frustration, she got on the phone and actually told me to shut up and listen to her when I explained that I didn't understand what he was saying. This company is a total fraud.

  Business response

  03/14/2022

  Business Response /* (1000, 11, 2022/02/25) */ We looked at the client file ******* ***** and he was only charged for one counseling session, which he completed and the payment confirmation is below. There were no other charges posted to his account on our end. Please have them submit their bank statement or documentation so we may research and resolve if he is seeing multiple charges, as that isn't what we are showing. Thank you! XXXXXXXXXX XXXXXX Settled Successfully 20-Jan-2022 08:26:58 *****, ******* M XXXX**** USD 125.00 20-Jan-2022 15:56:13

• Initial Complaint

  07/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My reverse mortgage company gave me their number to. Quick Cert in Tulsa, Ok., for required counseling. I called them on June 3rd to make the appointment then later that day, called to cancel, as there were other HECOM counseling groups offering it for free. I never received counseling from them, but they are keeping my entire payment because THEY can't find when I called to cancel even tho I sent them screen shots of my call log of both calls.

  Business response

  10/18/2021

  Business Response /* (1000, 9, 2021/08/17) */ Hello! Thank you for contacting our agency for clarification on this issue. The client was scheduled for a housing counseling session as required by their lender and the federal government prior to applying for a loan. Our call log shows several attempts from the housing counselor to reach the client for their session at the scheduled time at the phone number provided. We must still pay the counselor for their time if a client doesn't attend counseling. We didn't receive a notice to cancel or reschedule and we stress this at the time of scheduling the client must call us to cancel their appointment at least 3 hours in advance. The client stated they called to cancel but our phone records do not indicate any calls outside of the call they made to us to schedule but stated it showed this on their call log. We asked the client to send us the log and we would gladly refund his fee if he had cancelled 3 hours prior to his appointment but he has not sent us any documentation as of today for us to review. If the client would like to give us a call at XXX-XXX-XXXX and speak to Brandon ******* agency manager, we will be happy to assist any way we can. They can also e-mail the requested log to us at ********************* and we will review and process a refund if the call was made within our policy. Right now we simply have no documentation to review that supports the clients claim. Thank you! Consumer Response /* (3000, 11, 2021/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I gave them the screen copies of the first call to set the appointment and the second call THAT DAY. They have failed to respond, as I have read on-line that they have done the same to dozens of others. I have spoken to the person they recommend I call, but he continues to say my screen shots OF THE CALL LOGS THEY DEMANDED I have sent them don't mean a thing, as they can't seem to find logs in THEIR end (how convenient). I continue to urge the Tulsa BBB to NOT RECOMMEND them in future. They stole my funds, I sent them their required call logs, but they continue to keep my unearned money, as they have done to dozens of others. I do not consider this rectified until they return my money. Business Response /* (1000, 17, 2021/10/01) */ Respectfully, we have responded several times and you don't agree with our response. You did send us a screen shot of the two calls you are referencing. We looked into those calls and were able to confirm that you didn't reach us in the morning and played the recording for you of you scheduling in the evening. The counselor called you for the appt at the time and date that you requested and you called back after missing your appt saying that you cancelled. We asked you if you had any other phone numbers that you might have called from because the two calls you are referring to are showing us that you didn't cancel. Again, as an appt based business, we need that notice to have the opportunity to schedule someone else in that time slot or not pay staff to be here as you requested. Consumer Response /* (3000, 19, 2021/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) None of what they wrote is true, it's mostly a boilerplate response. I told them that I had just purchased a new phone and the call history was gone. I gave them the call history of my new phone which did not contain the total call history. Why must I be the one with the burden of proof? Why can't they locate the same calls on THEIR end? I cancelled because other places were doing it for free due to a government program. They were upset that I was getting it for free, so they made up this story, as they have apparently done done in so many poor internet reviews. I'm sick of greedy companies stealing our money. They did NOT PROVIDE ME WITH ANY SERVICE, I WANT MY MONEY BACK AND THESE CRIMINALS STOPPED.

*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. ↩