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:02/13/2025

  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.

  In Feb 2024 I started paying Century Support Services $393 a month for debt consolidation. When I started the program they said in about 5 months they would be settling my accounts. Then I started to receive letters from lawyers saying they were suing me because I wasn't paying my accounts. I reached out to *** and received no help. When I decided to go with another company, they said I owed them over $1200. There were hidden fees tacked on to my account. What did they do with the $393 a month that I was sending? I do not believe that not one of my accounts were settled, but they were steadily taking my money. I sent the company the paragraph below and they said I would receive no refund.The complaint ID that was assigned to me is ************* Whom it Might Concern, I would like to cancel my agreement effective immediately, in accordance of ***'s Consumer Protection Act of [2010].Furthermore, I would like my funds to be refunded from my escrow (trust) account provided by ********************** Debt Solutions according to our agreement, I also expect my funds to be back within 3-5 business days as agreed up upon.This is a final decision and not subject to negotiate, any further delay will result in an escalation to the BBB.

  

  Business Response

  Date: 02/19/2025

  This is a response from Century Support Services to Complaint #********

  Our Customer Advocate Team is making attempts to reach Ms. ****** both via phone and email to address the concerns mentioned in her complaint.
  
  ********* enrolled in a Century Support Services debt settlement program on 02/28/2024. Prior to enrolling into this program, Ms. ****** was presented with her Debt Settlement Agreement (contract) which outlined her program and costs in detail.  Per her executed contract, she enrolled 8 debts having aggregate balances, as of the date of enrollment, totaling $23,323.00. Based on her financial ability, a monthly program deposit of $393.81 was established and a program length of 48 months was estimated.
  
  In her complaint Ms. ****** states she does not believe any debts were settled, which is incorrect. Ms. ****** emailed Century requesting to cancel her program, on November 8, 2024. At that time, she was 9 months into her estimated 48 months program, and Century had successfully negotiated favorable settlements on 3 of her 8 enrolled debts.  2 of those settlements were still in active structured settlement payment arrangements. A member of our Customer Advocate Team began reaching out to Ms. ****** that same day in order to understand and resolve her cancellation concerns. Ms. ****** declined to speak by phone and was not open to further email communication. 
  
  Century does not earn a settlement fee until we do the work for our clients. This is how we show our value. When we successfully negotiate a settlement on our clients behalf, they accept the settlement and a first payment is initiated to the creditor, only then have we earned the right to collect the full earned settlement fee. The settlement fees are outlined in Ms. ******** contract on Page 3, Section 5 titled Fees. Settlement fees are based on your enrolled debt balance and never increase. By signing your contract, you agree to the fees associated with the service that we provide.  While Centurys fees are earned in full, per the terms above, and eligible to be collected in full, Century sometimes voluntarily agrees to spread collection over several months.  We extended this offer to Ms. ****** in an effort to help her take advantage of a settlement opportunity.  When Ms. ****** decided to cancel her program,the 2 active structured settlements became null and void & all outstanding settlement fees are due immediately. We provided Ms. ****** with an email explaining the cancellation details & process, at the time of her request.
  
  Century does not claim to prevent a creditor from escalated collection attempts.  However, if a creditor takes legal action against you, Century still attempts to work with the law firm to establish a favorable settlement.With the success of Ms. ******** program, the funds she was depositing in monthly were being applied towards her active structured settlements.
  In regard to overall progress of her program, its important to note that ********* was only 9 months in to an estimated 48 month program. Settlements can happen at various times and will depend on several factors, including the monthly deposit amount, the number of creditors enrolled, and the balance of each individual account. It has been our experience that reaching out to creditors prior to being able to negotiate or enter into a new structured settlement can expedite the collection workflow. Century's settlement strategy is outlined on Page 3, Section 4 of the contract titled, Settlement of Your Debts: A.Timing and Amount of Settlement Offers.
  
  Our team remains committed to reaching Ms. ****** to discuss the concerns she's raised.We understand her dissatisfaction with the services provided during her enrollment. We want to assure Ms. ****** that we have fulfilled our obligations as outlined in her Debt Settlement Agreement. We hope to connect with ********* soon to further address her concerns and provide clarification.

• Initial Complaint

  Date:02/04/2025

  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.

  This incident happened on January 29, 2025. I sent in a letter advising that I was canceling my service with Century support services and with all of my creditors a week prior to January 29th. I called on Jan. 29 bc I never received a response to the letter. I was transfer to a lady who is a supervisor in customer service. She tried to talk me out of closing but I held my grounds bc it was a moot point. She and I became irritated and I told her I was expecting a refund of all reserves. She told me that I would not be receiving anything and she ended the call. I have an app and I noticed the next day that my reserves went from $1200+ to $0 and I started receiving emails and phone calls from the company stating I owed them $4000+ dollars. I am being harassed now on a daily basis and I want this to stop. I WOULD LIKE TO RECEIVE ALL RESERVES DUE ME BEFORE SHE TOOK THEM OUT ON THE SAME DAY BC SHE WAS ANGRY.

  Customer Answer

  Date: 02/04/2025

   I am attaching documentation of the harassing emails and records of the fees taking out of my reserves and sent to my creditors. Which should have not happened bc I closed both the company and the creditors account just as my bankruptcy attorney advised me to do. See attached 

  

  Business Response

  Date: 02/12/2025

  This is a response from Century Support Services to Complaint #********
  
  Our team is actively communicating with Ms. ***** to address the concerns mentioned in her complaint and work towards a satisfactory resolution.
  
  To address the concerns Ms. ***** raised in her review, Century would like to clarify some key points, as they have been inaccurately portrayed. At the time Ms. ***** requested to cancel her Century program, she was actively involved in two structured settlements. These settlement offers were successfully negotiated, and the terms of the settlements were presented to Ms. ***** in January 2024. After consideration, she accepted both settlement offers.
  
  To further clarify, one of the structured settlements was related to Ms. ******* most significant debt with LendingPoint. Century was able to successfully negotiate a 45%settlement on this debt, resulting in a realized savings of $6,937.82 for ********* This settlement was arranged to be paid over 36 months. Additionally,the earned settlement fee associated with this account, based on the balance at the time of enrollment, is $4,775.75.   The second settlement offer she accepted was with Money Key. The earned settlement fee associated with this account is $565.00
  
  Century's settlement fees are outlined in **************** Resolution Agreement on Page 3, Section 5 titled Fees. Settlement fees are based on a clients enrolled debt balance and never increases. By signing her Debt Settlement Agreement, ******** agreed to the fees associated with the service that we provide.
  As outlined in the Agreement, the settlement fees per account are clearly stated and agreed upon. However, it is important to note that Century only earns its fees once the following conditions are met: (1) A settlement is successfully negotiated with a clients creditor (2) The client approves of the settlement and (3) The creditor receives a settlement payment toward the agreed-upon settlement.

  Once these conditions are satisfied, Centurys fees are earned in full and eligible for collection. However, to better support clients, Century occasionally agrees to collect its earned settlement fees over several months, allowing clients to take full advantage of settlement opportunities.This was the case with Ms. ****** as Century extended this flexibility to her on both settlements by deferring collection until 2025, contributing to the great success of her program.
  

  At the time Ms. ***** requested to cancel her program, a total of $5,340.75 in earned settlement fees was owed to Century. As per the terms of the agreement,when cancellation occurs, the fees owed to Century become due. These fees are typically collected from the balance in the client's dedicated special purpose account. In Ms. ******* case, Century collected the amount of $1,223.22 from her account toward the settlement fees owed. 
  
  This information was verbally explained to Ms. ***** during her call on 01/28/2025.We regret that Ms. ***** is not satisfied with her Century experience, but we would like to emphasize that Century has acted in full accordance with our obligations as outlined in her Debt Settlement Agreement.

  We are committed to resolving any remaining concerns and look forward to connecting with Ms. ***** to further discuss this information and ensure a clear understanding.

• Initial Complaint

  Date:12/18/2024

  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 into the Century Debt Settlement program August of 2023 as I was going to a new job that would be a pay cut. I knew at that point I wouldnt be about to afford the minimum payment for my credit cards. I knew of Debt Settlement program as I was unfortunately enrolled into one many years ago. I found it to be helpful so I thought I would do a similar program. Century Debt Settlement program was only able to settle one of my accounts. I want to say after 3 months I had a settlement with discover. However after several months I grew concerned about the **************************** ******** I called ********************************************** team a few times about my concern with the Chase ******** I was told not to worry and that I would need money in the reserve ******** I understand I needed to build funds. Ive gone through this process before. However recently I started to get letters from attorneys stating they want to take my case as a complaint was filed against me. I called on 5/13/2024 to Century frantic. I called 3 times and the 3rd time I spoke with ***** who was very nice and empathic. I informed her I uploaded the documents to the portal. She told me she would ensure me that I would receive a call from a century associate on Monday. She informed me the team would review the lawyers letter and compliant notice. I was called Monday morning. I was called Monday morning and spoke to ******* ******. She told me the complaint was actually filed against me and that although I am in a debt settlement program I can still be sued. She informed me she is not a lawyer and this isnt law advice. However she informed me I had so many days to respond to the complaint once I was served. She emailed me a letter to use once I was served to buy time with the judgement. I wasnt guaranteed this situation could be settled by century. I was not confident they had the resources to help me as my debt had increased. I opted out the program. I just want my money in the reserves which is ******.

  

  Business Response

  Date: 12/27/2024

  This is a response from Century Support Services to Complaint #********
  
  We appreciate Ms. ******** taking the time to connect with our team to further discuss the concerns mentioned in her complaint. As requested, ************* program was cancelled and the funds in her dedicated special purpose account in the amount of $844.17 were returned back to her bank account on file.
  
  Ms.******** enrolled in a Century Support Services debt settlement program on 08/31/2023. Prior to enrolling into this program,  Ms. ******** was presented with her Debt Settlement Agreement (contract) which outlined her program and cost in detail.  Per her executed contract, she enrolled 2 debts having aggregate balances, as of the date of enrollment, totaling $13,642.00.  Based on her financial ability,a monthly program deposit of $228.79 was established, a program length of 48 months was estimated and a personalized plan was developed to help her achieve her financial goals within an estimated timeframe. The timing of settlements varies and is dependent on several factors such as the monthly deposit amount, the number of creditors involved, and the balance of each account.
  
  **********************'s settlement process and strategies are detailed in the Debt Settlement Agreement section 4. Settlement of Your Debts: A. Timing and Amount of Settlement Offers:
  We begin contacting your Creditors as soon as we determine that a good faith offer to settle a given Debt, whether on a lump-sum or installment basis, may be made, with such determinations dependent upon such factors as the Creditor's settlement policies, the rate of account accretion, the size of each Debt and how close a Debt may be to charge-off. Some Creditors prefer that they not be contacted until you have accumulated sufficient funds in your Settlement Account to allow a negotiated settlement within their historic norms. While settlement guidelines differ widely among Creditors, an accumulation of 25% of the then current balance of a Debt will normally enable a good-faith offer to settle that Debt.
  
  Century does not claim to prevent a creditor from escalated collection attempts. However, if a creditor takes legal action against a client, Century still attempts to work with the law firm to establish a favorable settlement, for the client. As of the date of her complaint, Ms. ******** is 15 months into her estimated 48 month program and Century was able to settle 50% of her enrolled debt. With the current success if her program, the funds Ms. ******** deposits monthly is being used to pay towards her active structured settlement.
  
  We regret Ms. ******** was not satisfied with success Century has provided and has chosen a different path to resolve her debt. Century provided the services outlined in our contract and delivered successful outcomes, in a timely manner.

  Customer Answer

  Date: 12/27/2024

  
  
  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. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:12/04/2024

  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 chose to go in a different direction with negotiating my debts, and am requesting a refund of the funds in my dedicated account. Per my agreement with Century, it states that the funds in my dedicated account are fully accessible to me and can be withdrawn at any time without penalty. When I called to cancel the program, a representative told me that since three accounts had settlements agreed to by creditors, and had payments sent to the creditors on the settlement amounts, then the entire $3500 in my dedicated account will be surrendered due to Century's Fees. On further research:**** settlement companies cant collect a fee until theyve reached a settlement agreement, youve agreed to the settlement, and youve made at least one payment to the creditor or debt collector as a result of the agreement. But you could still end up paying a portion of the debt settlement companys full fees on the rest of your unsettled debts, says ***** *******, senior vice president of communications at the ******************************************If you have five or six creditors and the company settles one of those debts, they can start charging a fee as soon as they receive a result, ******* says. If a debt relief company settled a proportion of your total debt enrolled with its program, it can charge you that same proportion of its total fee.A Proportional fee based on proportional results seems the ethical way to do business, not that if one small payment is made on a settlement, then the entire fee would be due. I am requesting a full refund of fees paid.

  

  Business Response

  Date: 12/10/2024

  This is a response from Century Support Services to Complaint #********
  
  Our team is making attempts to connect with Mr. ******* to review the concerns mentioned in his complaint. We have not been successful in connecting but will continue our efforts to reach him.
  
  ********** enrolled in a Century debt settlement program on 01/22/2024.  Per his executed Debt Settlement Agreement (contract), he enrolled 10 debts having aggregate balances, as of the date of enrollment, totaling $106,271.00. Based on his financial ability, a monthly program deposit of $1,409.18 was established and a program length of 60 months was estimated.
  
  During the 11 months that Mr. ******* was enrolled on his program, Century was able to achieve favorable settlements on 4 of the 10 enrolled debts. Because ********** did not have the funds available to pay the settlements in a lump sum,Century negotiated the offers in structured terms. These settlements provided Mr. ******* with a realized savings of $6,867.52.
  
  ********** is correct in his description of earned fee collection. Per debt settlement industry regulation, Century does not earn a settlement fee until we do the work for our clients. This is how we show our value. When we successfully negotiate a settlement on our clients behalf, they accept the settlement and a first payment is initiated to the creditor, only then have we earned the right to collect the full earned settlement fee. The settlement fees are outlined on page 3, section 5 of his contract titled, Fees. Settlement fees are based on the enrolled debt balances and never increase. By executing his Debt Settlement Agreement, Mr. *******  acknowledged and agreed to the fees associated with the service that we provide.
  
  ********** included, in his complaint, what he claims is an excerpt from an article from the *****************************************. This except inaccurately states that debt settlement clients may end up paying fees on unsettled debt. This is absolutely inaccurate.  The only manner in which a debt settlement company may collect on earned settlement fees is listed above.
  
  While Centurys fees are earned & able to be collected in full, per the terms listed above, Century sometimes voluntarily agrees to collect its earned settlement fees over several months. This is a voluntary effort to help clients take advantage of settlement opportunities. We did for Mr. ******* which helped to contribute to his realizing a successful program to date. Upon cancellation,any outstanding fees are due to be collected. Century collected on the remaining balance of earned settlement fee for ********** account ending in 5938 and partial remaining balance on the *********** account ending in 7876 with the funds available in his settlement reserve special purpose account.  This fee collection is within the contractual rights according to the executed Debt Settlement Agreement.
  
  We regret that Mr. ******* made the decision to handle his debt relief outside of Century, as he was experiencing a successful program and we believe he would have continued to experience that success had he stayed the course of the program. Century acted professionally and in accordance with our contractual obligation to him in every aspect. 

  We encourage Mr. ******* to return our calls so we can further review his account and concerns. 

• Initial Complaint

  Date:10/03/2024

  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.

  I had received several letters in the mail that appeared to be government offers to Florida residents for debt relief options. I finally called to talk about debt reconciliation in July, and enrolled three of my accounts (two credit cards and one personal loan through Best Egg) in what I thought was going to help me pay them down with less interest. Ive attached the contact I have had with Century on when they will contact my accounts as Ive been contacted constantly about late payments. I keep being told its being worked on. Today I received a 51 point credit score decrease due to delinquent payments even though Ive been constantly reassured not to worry about this. The agreement was to pay a $354.31 installment monthly to be paid off to each creditor while protecting my credit and incurring more fees and interest. I havent seen any of my accounts paid down and Ive attached several statements below to show this as well as the incurring late fees and interest fees Im incurring. I want at least what *** paid this company and to have this contract cancelled. However, I want to request additional fines to the business for my increasing my debts owed over the past three months.I really need help as the last thing I can afford is more debt and worsening credit.

  

  Business Response

  Date: 10/10/2024

  This is a response from Century Support Services to Complaint #22378256
  
  Our team is making attempts to connect with Ms. Isaksen to review the concerns mentioned in her complaint. As of the date of this response, we have been unsuccessful in reaching her. We will continue our efforts to reach her.
  
  Ms. Isaksen enrolled in a Century Support Services debt settlement program on 07/24/2024. Prior to enrolling into this program,  Ms. Isaksen was presented with her Debt Settlement Agreement (contract) which outlined her program and all costs in detail.  Per her contract, she enrolled 3 debts having aggregate balances, as of the date of enrollment, totaling $20,923.00.  Based on her financial ability, a monthly program deposit of $354.31 was established and a program length of 48 months was estimated.
  
  In her complaint, Ms. Isaksen states that the agreement was to pay a "monthly installment of $354.31 to be paid off to each creditor while protecting her credit and incurring more fees and interest".  That is an inaccurate description of the services as outlined in her debt settlement contract. Century works to negotiate settlements that provide substantial reductions to the balances on the client’s accounts, including any interest and fees that may have been assessed. Because our focus is on delinquent debt & helping clients work toward better financial health, our program is not designed to improve credit but rather assist the client in the relief of these debts. Once the debts are settled & the program is completed, the client can then concentrate on rebuilding their credit.
  
  At just 3 weeks into her program, Century successfully negotiated a favorable structured settlement of 50% on Ms. Isaksen's Best Egg account. Ms. Isaksen authorized this settlement which provided her with a realized savings of $1,407.00. The monthly funds Ms. Isaksen is depositing into her program are currently being applied toward the initiated payments to Best Egg for the structured term agreement and Century’s earned settlement fee. As additional funds build in her special purpose account, those will be used to negotiate settlements on the remaining 2 active debts.
  
  Century specializes in supporting financially distressed consumers who are facing hardships that prevent them from meeting their minimum monthly payment obligations to creditors. It is important to note that, in programs focused on debt settlement and negotiation, accounts will typically need to become past due in order to facilitate successful resolution. Creditors typically will continue to add interest and late fees to accounts that are delinquent.
  
  Century is a privately-owned company and not affiliated with any government relief programs. Century has been in business for over 20 years. We are an accredited member of the American Association for Debt Relief (AADR) & required to meet specific compliance and ethics criteria in order to maintain that accreditation status, as well as abiding to all state and federal regulations.  Based on the attachments provided, it appears that Ms. Isaksen was in communication with her Certified Debt Specialist about the concerns outlined in this complaint. The Century customer experience team has no record of any communication regarding these concerns which may indicate a potential gap in communication.  Once Ms. Isaksen executed her contract she was transferred to the Century servicing team to complete her enrollment.  As explained to her on that live Welcome Call on July 26th, 2024, the servicing team will always have the most current and up to date information regarding her program. While her enrolling representative can be available, Century provides our customer service contact number and information and recommends that all communication be sent to the Century servicing team.
  
  Century has acted professionally and in accordance with our contractual obligation to Ms. Isaksen.  We regret any confusion or dissatisfaction that she has concerning her debt settlement program. Her program is on track with early success & we’d like the opportunity to talk further with her about her program and her concerns. We look forward to connecting with her.

• Initial Complaint

  Date:09/22/2024

  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 approved a debt settlement agreement with the creditor, which included the settlement amount and the amount of monthly payments to the creditor and the company's remuneration. After restoring the agreement, you did not fully restore the agreement as promised during my conversation with your representative before my request for restoration: you canceled the agreement with my creditor, and you restored your remuneration for this agreement. In violation of the terms of the agreement and our agreements, you did not notify me of this in advance, you arbitrarily, without my consent, changed the amounts and terms of your monthly remuneration You do not respond to my written requests, simply ignoring them Based on the above I ask:either fully restore the terms of the agreement: the agreement with the creditor and monthly payments to you and the creditor, or, if you can no longer restore the agreement with the creditor, then you cannot take a fee as remuneration for an agreement that does not exist. If you do not want to do this, then there is no point in having any further relations with you and returning to the original position with a refund.

  

  Business Response

  Date: 10/01/2024

  This is a response from Century regarding complaint # ID 22320659

  Mr. Piven is correct that Century successfully negotiated a favorable settlement with one of his enrolled creditors, One Main Financial. The current balance at the time of the settlement was $12,876.85 and we were able to negotiate a 50% settlement for $6,349.00. Mr. Piven approved those settlement terms via text message on 07/11/2024. Century does not earn a settlement fee until we do the work for our clients. This is how we show our value. When we successfully negotiate a settlement on our clients’ behalf, they accept the settlement and a first payment is initiated to the creditor, only then have we earned the right to collect the full settlement fee. The settlement fees are outlined in the client’s Debt Settlement Agreement (contract) on Page 3, Section 5 titled “Fees”. Settlement fees are based on the client’s enrolled debt balance and never increase.  Per the terms above, Century’s fees are earned & eligible to be collected in full.  However, Century sometimes voluntarily agrees to collect our earned settlement fees over several months, in an effort to help a client take advantage of a settlement opportunity. Such was the case with the fee collection on the above mentioned One Main account.

  In his complaint, Mr. Piven states that Century violated the terms of his agreement.  This information is inaccurate. Mr. Piven called Century on August 5th, 2024 and requested to cancel.  Additionally, he sent that request in writing, as well. As a result of that interaction, Century processed the cancellation on his program.  When a client is in an active structured settlement at the time of cancellation, we email them notification alerting them that we have stopped all payments scheduled on any active settlements and encourage the client to contact their creditor directly.  This email was sent to Mr. Piven on 8/6/2024.  The 3rd party bank, Crossroads Financial Technologies (CFT) is also notified upon cancellation so they can close their special purpose account and return any funds, less earned fees, back to the client.  Century has a right to collect on any earned settlement fees at the time of cancellation. This information can be located in the contract on Page 4, Section 6 titled, “Withdrawal from the Program; Termination of this Agreement” which reads, “Our right to collect settlement fees that are earned but remain unpaid, in whole or in part, for any reason will survive any termination of this Agreement and we have the right to pursue collection of our fees prior to and after termination or completion of your debt settlement program.”  In addition, Mr. Piven was sent a Cancellation Confirmation email dated 8/6/2024 discussing the fees & information regarding settlements. 
  

  Upon receipt of the notices of cancellation, Mr. Piven contacted Century & stated he did not wish to be cancelled.  Century prepared the reinstatement documents required to reopen both his CFT account and Century file. He executed the required documents needed and his program was activated again as of 08/15/2024. The contractual monthly deposit of $643.86 scheduled for 09/01/2024 was returned from his bank as a Stop Payment on 9/6/2024. Due to the returned deposit, there were no funds available in his special purpose account with CFT for Century to initiate the necessary payment to One Main Financial & attempt to re-establish the previous negotiated structured settlement agreement.  Century began reaching out via phone, email & text to discuss this with Mr. Piven. 

  Mr. Piven indicates that Century is not returning his written communication.  We believe the gap in understanding is that he was calling into the call center and actively speaking with representatives & often on the same days we were receiving written communication.  He has since been assigned a Customer Advocate that has been working directly with him to resolve the outstanding concerns surrounding his active program and previous settlement with One Main Financial.
  

  Century has been in contact with One Main Financial and they are willing to honor the previous structured settlement terms.  As of today, the settlement is active and current with the next payment due in October.  Century has been attempting to reach Mr. Piven to review the settlement terms and ensure he has removed the Stop Payment request from his financial institution so there are no delays in the October payment to One Main Financial. 
  

  We look forward to speaking with Mr. Piven & continuing to support his debt relief goals. Mr. Piven has explained that English is a second language & prefers most communication to be in writing. Some clients elect to add an “authorized speaker” that can assist the client during live interactions should they want or need language translation.  Often having an open and fluid live-dialogue where questions & answers can occur in real time can be very beneficial and helpful to the client. Especially when working through resolutions. If Mr. Piven would like to designate an authorized speaker on his account, Century will assist gathering his authorization  updating his file. 

  Customer Answer

  Date: 10/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22320659, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  They provided you with information that is not true.
  All their actions and responses to requests are manipulation of facts and misleading. The most important thing is that their information that the contract with One Mine was restored is not true: I called the One Mine service department and on my personal One Mine portal no one confirmed that I have any debt settlement. They started communicating with me only after the complaint that I filed with you, I sent them all the circumstances of my complaint and I will attach this letter below. I stopped payments after 2 weeks of trying to contact them and settle the issue with One Mine (they did not respond to my requests) Their commission is not their good will, but these are the agreed amounts and the payment procedure for these amounts, which they violated without agreeing with me (first I agreed, and then they themselves made changes); After restoring the contract, they restored only their commission, but they did not restore the agreement itself and refused to do anything until I pay them for an agreement that does not exist. They made random changes to my payments and withdrew all the money from my account.
  
  Regards,
  
  Kostiantyn Piven

  

  Business Response

  Date: 10/07/2024

  Mr. Piven has previously indicated to Century that he prefers communication in writing, as English is not his first language.  We've been communicating the updates regarding the One Main Financial settlement to him via his personal @gmail address that he provided to Century. We encourage him to please review the recent communication sent, as it provides the details and the proof that the One Main settlement is active and on track.  There are time sensitive next steps that Mr. Piven must take in order to keep this settlement from breaking again. If he elects to work directly with One Main, we need to provide him with very specific instructions as the general customer service line he is using to reach One Main is not the correct department handling his structured settlement terms.  

  Century absolutely worked with One Main Financial to reestablish the negotiated settlement.  In order for the previous negotiated structured terms to be honored, One Main required that the missed August ($268) and September ($268) payments be made immediately. A payment of $536.00 was initiated to One Main, by Century, on 9/30/2024.
  

  Mr. Piven states that Century restored his contract only to restore "commissions".  That information is false.  Century only earns the contractual fee ones a settlement is negotiated, the client authorizes the settlement and a first payment is initiated to the creditor. Those conditions were met in July 2024.  While the full $3,151.98 fee was earned, Century agreed to collect it over several months which would allow Mr. Piven to make monthly deposits into his program for the payment to One Main and Century’s earned fee collection. By August 2024, Century had only collected $989.87 of the $3,151.98 due.
  

  In order to assist with reestablishing the One Main settlement, Century reversed the 8/6/2024 collected fee of $643.86. This was completed on 9/30/2024.  Those funds were put info Mr. Piven’s special purpose account with CFT to allow for the 2 missed payments totaling $536.00 to be initiated to One Main last week. 
  Mr. Piven has access to see this proof directly from his special purpose account with Cross Roads Financial Technologies (CFT). A snip-it from his CFT ledger is supplied as documentation proof. Mr. Piven can also contract CFT directly to verify this information. 

  At this time, the One Main structured settlement is active and current.  The Oct payment to One Main of $268.00 is due by October 29th, 2024.  There are not enough funds in Mr. Piven's special purpose CFT account for Century to initiate this payment.  In order for this settlement to not break again, Mr. Piven must either remove the stop pay and deposit into his program or work with us to take over the One Main settlement directly.  As this is time sensitive, it is imperative that we review this information with him as soon as possible.

  Century has provided proof & documentation to show Mr. Piven that we are his partner on this debt relief journey.  We want to assist him in accomplishing his goals.  If Mr. Piven has a close family member or friend that can assist with verbal English translation, we would welcome the opportunity to communicate in an open verbal dialogue as well. 

  Customer Answer

  Date: 10/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22320659, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I want to confirm the following once again: As of today, no one has made a payment on my One Main loan. Below are images from the Experian report for September 5, 2024 and October 3, 2024. They indicate that no payments have been made in the last 150 days and the amount of my debt has only increased from September 5 to October 3, 2024. This information is confirmed by a One Main representative, with whom I spoke again today, October 7, 2024, at 833-390-2034 and on my personal One Main page https://www.onemainfinancial.com/accounts.
  
  Regards,
  
  Kostiantyn Piven

  

  Business Response

  Date: 10/09/2024

  Mr. Piven is in an active structured settlement agreement with One Main Financial. The settlement letter from One Main Financial is attached to this response as documentation of the written terms of which Mr. Piven authorized. The terms of that agreement state that Mr. Piven will pay One Main Financial $268.00 a month starting July 2024 and monthly for 23 months. A final payment of $275.00 is due in June 2026.

  How One Main Financial reports the payments on the debt and when they will update the reporting to the credit bureaus is stated on the settlement letter they issued to Mr. Piven. They specifically state, "Monthly billing statements will not reflect settlement arrangements".  In the section titled Here is what to expect after your account is settled they state, "Your account will be reported to the credit reporting agencies as "paid in full for less than the full balance owed." It may take the credit reporting agencies 30 to 60 days to update your credit report.".

  Mr. Piven is not going to see his active settlement payments reflected by going to the credit bureaus.  This is not due to Century Support Services policy.  This is the collection workflow policy of One Main Financial.

  Century has provided the settlement letter and the banking ledger as proof of payment directly from Cross Roads Financial Technologies (CFT). The settlement is ACTIVE and CURRENT. Mr. Piven can contact One Main Financial directly to their specific Debt Settlement number to confirm that Century Support Services is in an active settlement with his One Main Financial account ending in 5575.  He needs to call 844-739-0719 and not the generic customer service number. 

  In order to keep this settlement on track and avoid the risk of going null & void again, Mr. Piven needs to deposit into this debt settlement special purpose account with CFT OR agree to take over the settlement payments directly to One Main.  Century has emailed all of this information to Mr. Piven as he requested to receive communication in writing.  

  If there is someone that can assist Mr. Piven with English translation on a verbal call, we would love the opportunity to have this discussion verbally so we can answer all questions and help him better understand the settlement process. 

  Customer Answer

  Date: 10/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22320659, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The issue of confirming the concluded settlement has been pending for a long time. Previously, you terminated the settlement with me when I, among other things,  asked to confirm and explain the agreement with One Main. Now you have provided an alleged letter from One Main about the settlement, which has been in the documents section on your website since July 26, 2024 and, judging by the date of uploading to your website, is not confirmation that the settlement has been restored. In addition, this letter is addressed to me, but I did not receive it and it has neither a date, nor a number, nor a signature and indication of the person who drew it up. Having contacted by the phone number indicated in this letter, One Main representatives were unable to confirm either this letter or any settlement with them on my behalf. Thus, everything remains in place: there is no confirmation of the settlement and you are only playing with old facts, trying to confirm new realities with them.
  
  Regards,
  
  Kostiantyn Piven

• Initial Complaint

  Date:09/19/2024

  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 company made contact with my creditor and told them I had enrolled in their program after I told them I did not want to proceed. *************** closed my account, removed my access and sent me a letter that I had entered a debt settlement program. I have tried reaching out to Century and I have gotten no response. ****** ***** was the *** that I was speaking to. If thats his real name.

  

  Business Response

  Date: 09/25/2024

  This is a response from Century Support Services to Complaint #********
  
  After reviewing the concerns listed in the complaint,Century was able to contact Ms. **************** telephone. We appreciate ********** giving us the opportunity to speak with her regarding her complaint.
  
  As reviewed with Mr. ******** she electronically executed her Century Debt Settlement Agreement on Friday, July 26, 2024. At the time Century received her request to cancel, she was an actively enrolled client in our database.Century has over 20 years of experience in the debt settlement industry with proven strategies on the best timing for contact with the creditors. Based on the review of Ms. ******** enrolled creditors, a Letter of Authorization to Communicate was sent on two accounts in which we felt negotiation efforts should begin.
  ********** requested to cancel on July 30, 2024. Our primary objective when any client is requesting to cancel is to understand the root cause of this request,review any challenges they may be facing & provide the necessary support to help them achieve their financial objectives.

  After speaking with her via telephone, her Advocate processed her file for cancellation on July 30th,2024. Every creditor employs their own policy regarding collection of debt. We regret if Ms. ******** creditor elected to take the action of closing one of her accounts upon the receipt of the Letter of Authorization to Communicate. This action is out of Centurys control and was done based on service actions that were dated before her request to cancel. Century has since submitted a request for revocation of the Letter of Authorization to Communicate to each creditor for which it was sent. We provided a copy to Ms. ******** for her records.
  

  Typically, going to work immediately is welcomed as a great value for a client. In this case, the timing of our service actions & the clients request to cancel occurred in a short window & created some misalignment. We regret that Ms. ******* decided to pursue a different route for debt relief and wish her the best of luck. 

• Initial Complaint

  Date:09/09/2024

  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 Credit Solution Service company named Century Support services at 2000 Commerce Loop #2111, North Huntingdon, PA 15642 Collected a total of $985 debited from my account to pay a debt to Abound Credit Union and never paid the original debitor at Abound Credit Union , the closed account is still reporting to my credit profile despite payments being made to the credit solution company.

  

  Business Response

  Date: 09/16/2024

  This is a response from Century Support Services to Complain* *********
  
  Our Customer Advocate Manager has made attempts to reach *** *******  via phone and email with hopes to address the concerns mentioned in his complaint. *** ******* has not yet responded to our communications.
  
  *** ******* is correct that Century negotiated a favorable settlement resolution with his creditor, Abound Credit Union. The settlement was achieved in August 2022. As *** ******* did not have sufficient funds to pay the agreement in a lump sum, Century was able to obtain a structured payment agreement to resolve the settlement over 12 months. *** ******* requested to cancel from his Century program in January 2023.  At that time, there was a total balance left on the Abound Credit Union structured settlement of $987.00. Century initiated a final payment to Abound Credit Union in the amount of $987.00 on January 19th, 2023 to satisfy the payment terms in full prior to cancelling the remainder of *** *******’s debt relief program.  The payment was initiated from the funds that *** ******* had saved in his dedicated special purpose account with Cross Roads Financial Technologies (CFT).
  
  Our records indicate that Abound Credit Union cashed all checks paid towards this structured settlement. In January 2024, Century provided *** ******* with the copies of Abound’s cashed payments, as proof of payments for his records.  Upon receipt of this complaint, Century reached out directly to Abound Credit Union regarding this settlement. We requested that a Satisfaction Letter be sent to the client as proof that his obligation to this debt was satisfied back in January 2023. Abound confirmed that there was an error in their system that caused the balance to not be updated. They confirmed they are working to update their records and will provide a Satisfaction Letter to *** ********
  
  Century is not a credit repair company & we are not licensed to provide credit repair services. We cannot control how an individual creditor will report on the debt obligations & resolutions to the credit bureaus.  We regret *** ******* experienced this reporting error with his creditor & have worked diligently with him over this past year providing documentation proof showing *** ******* that Century was successful in resolving this account on his behalf.  In early 2024, Century provided him with a copy of Abound Credit Union’s written settlement agreement along with proof of the cashed payments for the structured settlement.
  
  We encourage *** ******* to return our attempts to connect with him so we can further explain the steps we continue to take to resolve his concern with this creditor. 

• Initial Complaint

  Date:09/04/2024

  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.

  Hi there! I’ve been working with Century Debt Settlement - started off great, but now they are holding funds (the full payoff amount) and not paying my creditor They have POA so I am unable to do anything and despite repeated calls and requests I unable to speak with the negotiator handling my account. Furthermore, today they debited my account in error for additional funds. They have had the full amount and are not paying my creditor. I am a 40 year old HR professional and am appalled at this. I was even sued by the creditor for nonpayment and only then did they decide to take any action on this account whatsoever. I have repeatedly had to call to get any communication and at this time am very concerned that the final amount (again, funds they have withdrawn but then not used to pay the creditor) will not be paid. I need some help, please! I just need them to please process the final payment and confirm there are no other deductions pending, and I would like this in writing. I think I was just assigned a negotiator who is not doing their job.

  

  Business Response

  Date: 09/12/2024

  This is a response from Century Support Services to ********* *********
  
  *** ******* *s working directly with Century’s Customer Advocate team to further review her account & experience so we can resolve the concerns mentioned in her review.
  
  *** ******* enrolled in a Century Support Services debt settlement program on 12/18/2022. Prior to enrolling into this program,  *** ******* was presented with her Debt Settlement Agreement (Contract)  which outlined her program and associated costs in detail.  Per her contract, she enrolled 3 debts having aggregate balances, as of the date of enrollment, totaling $8,795.00.  Based on her financial ability, a monthly program deposit of $209.13 was established and a program length of 34 months was estimated *** ******* did increase her monthly program deposit to $250.00 starting in November 2023, in order to accept a settlement offer on one of her enrolled accounts.
  
  *** ******* established a dedicated special purpose account with the third-party payment processor, Crossroads Financial Technologies (CFT). The special purpose settlement account is an account into which all scheduled program deposits are sent and from which any settlements negotiated by Century on the client’s behalf and with the client’s authorization, are paid
  
  While our team is working to connect directly with *** *******, Century would like to address the concerns mentioned in her complaint. On August 20, 2024, *** ******* connected with a member of our Customer Service Team via telephone to review a settlement offer on her final account with Discover Bank.  The total funds needed for payment to Discover Bank plus Century’s earned settlement fee was $3,677.50. At the time of that review, the balance in her CFT account was $789.15. It was reviewed with *** ******* that additional funds in the amount of $2,888.35 would be needed to accept the settlement offer and complete her Century Program. She successfully deposit the $2,888.35 to complete this action.
  Discover Bank structured the settlement to be paid over 3 months as opposed to a lump sum. Therefore, Century did initiate a first payment on August 29, 2024 and collected our contractual earned settlement fee.  This transaction left a remaining CFT balance of $1,877.00.  It is not Century’s typical practice to stop a client’s program deposits manually unless specifically requested. Once all payments are submitted to a creditor and all fees are collected, the program is considered completed and finalized.  At that time, all future deposits are systematically stopped and any excess funds remaining in the clients CFT account are returned to the client’s bank account on file. The fees for the program are known and agreed to upfront before the contract is executed.  Century in no way benefits from a client depositing excess funds, as those funds are always returned to the client.
  
  Because the deposits were still active, *** ******* did have a program deposit scheduled on 09/05/2024. Those funds, assuming they cleared, would have been returned to her as it was in excess of the funds needed to resolve the existing structured settlement. *** ******* called Century on 09/04/2024 regarding why her deposit was pending for the following day.  At that point, it was too late for Century to be able to initiate a skip with CFT. Century requires a three-business days advance notice to modify a client’s program deposit as Century does not own or control the CFT special purpose account. In order to resolve the issue with *** ******* that day, the CS representative, initiated a refund from the her CFT reserve balance in the amount of $250.00 instead of allowing the pending deposit to clear and then be returned to her.  By doing this, the CS rep created a shortfall in the reserve balance that was needed in order to satisfy the remaining $1,877.00 due on the Discover Bank settlement.
  
  The timing of the settlement payment & the action taken to resolve her recurring deposit concern caused a timing gap in process that we regret. After a very successful program, it is not our intention to have *** *******’s completion be a less than satisfactory experience.   We can confirm that the final payment amount needed to satisfy the structured Discover Bank settlement in the amount of $1,877.00 was issued as of 09/06/2024. Once the creditor cashes the payment, *** *******’s program will be completed and all remaining funds in her dedicated account will be returned to her.
  
  Century does not claim to prevent a creditor from escalated attempts.  However, if a creditor takes legal action against a client, Century still attempts to work with the law firm to establish a favorable settlement, for the client. *** ******* mentions that Century only took action on her account after she was sued for nonpayment. That information is inaccurate. At the time *** *******’s creditor decided to escalate their collection efforts and file suit against her for the debt, she was in an active structured settlement on one of her other enrolled debt accounts. The full amount of her monthly deposit was being applied toward that structured settlement; therefore, there were no other funds available in her CFT reserve account to begin active negotiations leading up to that collection attempt.
  
  We appreciate the opportunity to have assisted *** ******* on this debt relief journey & look forward with connecting with her to review the above. 

• Initial Complaint

  Date:08/30/2024

  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.

  8/27/24 Awful experience. They told me they would close my small accounts first but instead went for my largest loan only. I contacted Century to adjust my payment schedule for the 4th time. It was incorrectly done when I stated semi-monthly the rep had it pulled bi-weekly. The agent told me I could adjust my pay schedule to split payments but I would be behind on one or more payments later in the year. To offset this and ensure I would not fall too far behind my monthly fee was increased by $70. She stated at any time the creditor can cancel my settlement if I fall too far behind. She also said, I knew If I missed a payment the agreement would go null and void. I said I didn't want to do that if it canceled the settlement. She told me not to worry about it. 8/28/24: I got an email that my settlement was canceled by my creditor and I now owed Century $2400 for their fees. I called the creditor One Main Financial, and they stated I was making on-time payments, but oneMain did not cancel my settlement. I called Century back to cancel the program, they told me they were sending me to collections. I informed them that Century lied to me to get more money monthly and stated they had to renegotiate a new settlement. I am now paying the creditor directly. I told Century that I paid them their monthly fees and I am no longer a client. Since they lied about the cancelation I do not want to pay for the remaining fees when they did not work to settle my accounts in full. They did not do a fair debt settlement and lied to have me pay more money.

  

  Business Response

  Date: 09/07/2024

  This is a response from Century Support Services to ********* *********
  
  *** ********** is working directly with Century’s Advocate Manager to further review her account & experience so we can resolve the concerns mentioned in her review.
  
  *** ********** enrolled in a Century debt settlement program on 04/22/2024.  Per her executed Debt Settlement Agreement (contract), she enrolled 6 debts having aggregate balances, as of the date of enrollment, totaling $36,405.00.  Based on her financial ability, a program deposit of $304.56 on a bi weekly basis was established and a program length of 48 months was estimated. *** ********** established a dedicated special purpose account with the third-party payment processor, Crossroads Financial Technologies (CFT). The special purpose settlement account is an account into which all scheduled program deposits are sent and from which any settlements negotiated by Century on the client’s behalf and with the client’s authorization, are paid.
  
  During the enrollment process, clients are offered multiple deposit schedule options. Typically a client will select a schedule that aligns with their income pay schedule to ensure they have available funds.  *** ********** signed a banking agreement with CFT selecting a bi-weekly deposit schedule & Century performed services based on that authorization. We regret if there was a communication gap that occurred with *** ********** and our team regarding her program deposit schedule.
  
  When *** ********** enrolled into her program, a customized plan was created for her that would help her achieve her debt relief goals over an estimated program length of 48 months. Settlements can happen at various times and will depend on several factors, including the monthly deposit amount, the number of creditors enrolled on the program, and the balance of each individual account. It has been our experience that reaching out to creditors prior to being able to negotiate can have a negative impact and could potentially expedite a creditor’s collection practices.  Century's settlement strategy is outlined in *** ************ Debt Settlement Agreement.
  
  Century achieved a favorable settlement on *** ************ second largest enrolled debt. We successfully negotiated a 50% settlement at just 3 weeks into her program which provided her a realized savings of $3,180.00.  **** ********** mentions negotiating on smaller accounts; however, achieving a 50% settlement on a $13K account, maximized her savings.  In order for *** ********** to take advantage of that offer, at only 3 weeks into her program, Century negotiated this settlement into structured terms over 24 payments and structured the collection on our earned settlement fee into 11 payments. 
  *** ********** requested to make a change to her program deposit schedule when she was actively in this structured settlement with One Main Financial. Modifying a program deposit while in a settlement can potentially cause the settlement to become null and void if there are not enough funds in the CFT special purpose account to initiate the payment to the creditor & collect any applicable earned settlement fee. In the event this occurs & a payment is not initiated to the creditor, the creditor will assume the settlement agreement is broken and any payments that have been initiated to them towards the settlement will be applied to the account's balance (in full).
  
  *** ********** is correct that missing a scheduled deposit will put the settlement at risk.  This information is presented to each client inside the contract and then each time we review a settlement opportunity. We emailed *** ********** on 5/9/2024 the details of the settlement offer, payment and fee structure. The email points out the importance of not altering the deposit schedule and is highlighted in bold and blue:
  “By my approval, I agree to accept the terms of the settlement as described and authorize CrossRoadsFinancialTechnologies (CFT) to make payments in accordance with the payment schedule. Missing or modifying any program deposits during the settlement may cause the settlements to fail.”
  Our goal is to help a client stay the course on their program and schedule and we regret if this is a gap in communication with us & Ms. communicated.
  
  Century strives to deliver an excellent customer experience to every client & being transparent with all policies and workflows is part of our #DoWhatisRight core value. We proved the value of this program less than 1 month into *** ************ enrollment & absolutely want the opportunity to work toward a resolution to help *** ********** complete her debt relief goals.   We look forward to our scheduled phone call with her on Sept. 9th, 2024.