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:04/17/2025

  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 10-21-24, I began credit repair services with this company with the Agreement that work will be complete to repair my credit. I was also told that the second phase of the process would be negotiating collections and negative remarks on my credit with attorneys they will have reach out on my behalf. I have asked 4 times for copies of all the letters sent on my behalf. None have been received to date. There was a mailing returned from an attempted mailing to one of my creditors. The letter contained misspellings and completely fraudulent information regarding my reason for deletion from my report. It stated I didnt acknowledge the debt when I confirmed all valid debts on the first review of my credit report. They were sending these letters to a lien holder of my leased vehicle and creditors I had already settled with. This company has committed multiple instances of fraud and serious misrepresentations of their ability to perform the services outlined in our Contract.

  Business Response

  Date: 04/21/2025

  To Whom It May Concern,
  We appreciate the opportunity to respond to the recent complaint submitted by Ms. ***** ****** regarding her experience with our credit restoration services.
  Ms. ****** enrolled in our program on September 11, 2024, and agreed to the terms and conditions outlined in our signed Service Agreement. At the time of enrollment, her credit report did not reflect any past-due status on her auto lease. However, following enrollment, a new late payment was reported on that same account, which remains open and unresolved. These derogatory updates occurred after she joined the program and were unrelated to the services provided, yet materially impacted the credit files overall status.
  We would like to address and clarify the following points from her complaint:
  Request for Letters Sent:
  From the outset of services, Ms. ****** was informed that all dispute letters are proprietary in nature, as they are developed using internal templates and strategies protected under our business methods. However, as a courtesy, our management team personally read the full scope of the letter(s) to Ms. ******* clearly explaining the language and intent. The purpose of these communications is to pursue proper validation of each account, in accordance with the Fair Credit Reporting Act (FCRA), to determine whether or not a tradeline is reporting accurately and lawfully. This process is standard in the credit repair industry and fully aligned with federal consumer protection laws.
  Returned Mailing ************************** referenced a returned letter but was unable to provide supporting documentation, including a copy of the envelope, the letter, or the intended recipient. When our team requested this information to investigate the issue, no details were provided, preventing any follow-up or remediation. All other mailings were sent successfully and no pattern of delivery failure exists in her file.
  Claims of Fraud and Misrepresentation:
  We reject these allegations entirely. Dispute letters are created to challenge inaccurate, outdated, or unverifiable information, not to falsely claim a debt is invalid. The statement that we claimed she did not acknowledge a debt is inaccurate. Our letters followed proper language aligned with **** guidelines, and we acted only on accounts she authorized us to dispute.
  Attorney Negotiation ********************* references the second phase of our program, which may include attorney involvement for escalated files. However, she never reached this phase, as all services were terminated on February 5, 2025, following a chargeback she issued without notice. This directly breached the agreement and halted all work on her file. Additionally, our team attempted to reach Ms. ****** multiple times between January 15 and early February, and those attempts went unanswered.
  Overall Results and Client Conduct:
  Despite new derogatory entries appearing on her report after enrollment including a $5,000 collection in 2025 our team achieved the removal of over 50% of the negative and inaccurate information from her file. Her credit score improved. These facts demonstrate that work was performed and results were delivered, contrary to her claim that nothing was repaired.
  We consider Ms. ******* complaint to be unfounded and not supported by the facts. All actions taken on her file were consistent with the Service Agreement and compliant with consumer credit laws. While we regret she feels dissatisfied, we believe the record reflects our good faith efforts to serve her, even while she failed to uphold her side of the agreement.
  We respectfully request this complaint be closed, as the matter has been addressed with professionalism and integrity.
  Sincerely,
  White Jacobs & Associates
  

• Initial Complaint

  Date:01/09/2025

  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.

  ****** is the owner of this terrible company. My husband and I was referred to this company by a lender while trying to apply for a house in April of 2024. During our initial conversation with a nice man named ****, we were assured that the specific items that showed on our credit reports, would be removed by the professionals on the team. My husband had a bankruptcy on his report so they charged us about $250 more to remove it, which was fine. The program was supposed to **** * months but of course, at the end of the six months our credit was still not good enough to buy a home which forced us to continue to pay a high rent. My husband's bankruptcy was removed and we are thankful for that, but the issue is with other things like my credit report, and communication. Out of the 6 things that we were told would be removed, only one of them was fully removed and another was only partially removed. I was not happy with this result. While I know that it takes time and patience with things like this, I probably would have been more understanding if there was a good sense of communication. We would go months without hearing anything from the company. Anytime we talked, we always had to reach out to the company via email. After paying so much money, We asked the lady named Khamron to give us a 5 minute call once a month to update us on the work that is being done on our account, (we were also paying $237 monthly maintenance fee both both) so a 5 minute call a month should have been a courtesy at least. She would schedule phone meetings, and not call during that time after I took off work to make it. Also, every couple months they asked us to get a new credit reporting service which cost money to sign up with. We learned from our conversation with the company's owner ******, that they have partnerships with these reporting companies... so i'm sure they are compensated for sending clients to sign up for these reporting sites. Overall, BAD COMPANY, STAY AWAY PLEASE

  Business Response

  Date: 01/28/2025

  We sincerely regret that Mrs. **** feels her experience with our services was less than satisfactory. At our core, we strive to set realistic expectations and prioritize clear communication throughout the process.

  
  To provide some context, Mr. **** experienced significant success with 32 deletions out of 38 accounts we disputed and audited on his behalf. Mrs. **** also saw results, with 6 deletions out of 11 accounts we worked on for her. Additionally, when a new collection was added to Mrs. ****** report during her time in our program, we addressed it as a courtesy at no extra cost and successfully removed it. Unfortunately, regarding an account Mrs. **** claimed was fraudulent, we provided her with an identity theft affidavit and detailed instructions on how to proceed. Despite multiple follow-ups, we never received the completed affidavit, and as such, the item remains on her report.

  
  Our team worked diligently with the *****, maintaining consistent communication from April 2024 to January 2025. We contacted them nearly every month, sometimes multiple times, to request necessary documents and provide updates. Despite the challenges, we extended additional courtesy audits and disputes even after their files were marked complete in accordance with Texas Finance Codes (Title 5, Sec. 393), ensuring they had support after moving to their new home.

  
  While were experts in navigating the credit restoration process, we cannot control external factors such as credit utilization, balances on revolving and installment accounts, new inquiries, or lines of credit opened during the program. Nonetheless, we view their files as a success and are confident we honored our contractual agreement with The *****.

  
  That said, we must acknowledge the lively nature of our final conversation on January 9, 2025. Despite our best efforts to explain credit factors, scores, and next steps calmly and logically, the call escalated into yelling and cursing directed at our representative, ******. While we understand frustration can run high, we maintain a firm commitment to treating all parties with respect.
  In closing, we wish The ***** continued success in their new home and many happy memories with their growing family. Our aim has always been to help our clients move forward, and were proud of the results we achieved for them.

  
  

• Initial Complaint

  Date:09/16/2024

  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.

  My husband, *****, hired White Jacobs in March 2024 based on a quote and a promise that ****** credit would improve enough for us to purchase a home. We paid them close to $3,000. It has been over six months and not only did ****** credit score not improve, it got worse! We called numerous times to question why this was happening and were mislead over and over again. The man we originally started with apparently left the company and whoever took our case over has not done anything whatsoever to help us. We requested a refund and were told we would have to wait another 90 days for 2 more cycles to go through. This is ridiculous and unacceptable. This company is dishonest and I would not refer them to my worst enemy!

  Business Response

  Date: 01/30/2025

  At White, Jacobs & Associates, we take integrity seriously, which is why we must correct the blatant misrepresentations in this complaint. First, the claim that close to $3,000 was paid is simply false. The actual investment was $1,920.00, as clearly outlined in the agreement, with an additional $117.00 monthly maintenance fee for postage, processing, and handlingcapped at six months. Perhaps referring to the contract they signed would help clarify basic math.
  We worked on Mr. ******* file from March through November 2024, consistently addressing negative items despite the fact that he continued making late payments, adding new collections, and ignoring financial advice that could have improved his score. No companynot even the best in the industrycan fix self-inflicted damage. Despite multiple follow-ups, Mr. ****** delayed providing simple documentation necessary for further audits, further stalling his own progress. Instead of acknowledging these facts, the complainant chooses to lash out because reality doesnt align with their unrealistic expectations.
  Additionally, we always honor our guarantee in cases where no success is achieved on a client's credit report. However, in Mr. ******* case, we successfully removed multiple negative items, directly improving his credit profile. The irony is that while we did our job, he actively worked against his own progress. Credit restoration is not magic; it requires responsibility and cooperationtwo things Mr. ****** refused to embrace. Furthermore, we will not tolerate abusive language toward our team simply because he refuses to take accountability. We sincerely hope he finds success in his financial journey, but baseless accusations and fabricated numbers wont change the outcome of his own poor decisions.
  

• Initial Complaint

  Date:03/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired this company to do credit repair they were not able to remove anything from my credit reports and they lied about the services they offered. They claimed they removed 2 items from my equifax reports but those items were already removed by a previous credit repair company. The whole experience was a disappointment and the fact they lie about everything is very troubling. I will be hiring a lawyer to get my money back if they do not honor the refund policy.

  Business Response

  Date: 04/03/2024

  UPDATE 4/3/24: Multiple attempts have been made to contact *****, however, he has not responded to phone calls or emails. Despite his payment delinquency, we are still willing to assist him with reprocessing his file. Unfortunately, communication has non-existent on his end. 
  
  ***** - Thank you for reaching out and sharing your concerns with us. We understand the importance of seeing tangible results from our credit repair program, which is designed to operate over the course of four (4) distinct rounds. These rounds are meticulously structured to maximize the potential for success in addressing inaccuracies on credit reports. It's essential to recognize that the outcomes of our efforts can emerge at ANY stage within these rounds. Since our records indicate that you did not complete the full program, it would be premature to conclude that our services were misrepresented. Our goal is always to provide clear, honest information about what our program offers and how it works.
  
  We value transparent and ongoing communication with our clients and believe it is crucial for effectively resolving any issues that arise. We are here to support you through this process and are committed to working closely with you to address and rectify any misunderstandings or dissatisfaction. To ensure we can continue to assist in resolving your situation to your satisfaction, we encourage you to maintain an open line of communication with us. Our team is ready to provide further clarification, discuss the progress of your case, and explore all available options to achieve a resolution that meets your expectations.

• Initial Complaint

  Date:01/02/2024

  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 was contacted today by this company and immediately knew it was a scam because the information they stated about me was inaccurate, including gender. The female assistant changed her name twice when referencing herself, and the error again occurred via a male presenting to be ***** White when I called them back (knowing ahead of time, after research, that they are in fact scammers). Through a voicemail that was left for me, as well as, 2 live conversations with 2 different individuals, I experienced the same situation as found upon others documented experiences found through research on scam alerts. They not only referenced personal information that is, at current date, over a decade old. Somewhere about 12 - 13 years old which was an immediate red flag. They also mentioned needing to check with the county for accurate county records and discontinued the call after that. I use a monitoring system and scrupulously look through things myself as I prepare for home buying so I also know immediately if there is any mismatched information. Knowing all along that this was a scam, *** already texted family members they would be able to pull public records on and further contact. Being aware theyve already done this, I wanted to save them the hastle of dealing with them and their we need to discuss a matter being sent via certified mail or whatever jargon they said close that. I recorded both phone calls and have sent it into the feds, as well. Their various numbers they use are all now blocked on my phone and my families lines. And will continue to be done with any existing numbers they try from. Its sad to read about so many people being fraudulently taken advantage of by them and its unfortunate theyre still in business. But its clear theyll just pop up as a new one some day until theyre in the slammer and also have to return funds to those theyve stolen from. I hope the feds are able to take them down at some point though.

  Business Response

  Date: 01/03/2024

  After reviewing the complaint and attachments it is my belief this complaint was filed in error against ** and may have been meant to be filed against a business that is *****, Washington & Associates and not White, Jacobs & Associates.  Also, the text message she provided of the voicemail is from a ***** White (we do not have any employees with that name) and a different area code than our office, which is 469 area code.  Furthermore, I searched our CRM system and none of her information was in our database.  

  I hope this response answers any questions or concerns you all may have.  Please let us know if you have any additional questions for us pertaining to this false complaint against White, Jacobs & Associates.

  Thank you,

  *****************************

• Initial Complaint

  Date:09/27/2023

  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 started credit repair/restoration with this company at the end of March 2023. The credit consultant I was assigned to, ***********************, made all these claims about how I would see a dramatic improvement to my credit and was so adamant their company could help or there would be a money back guarantee. Ive complied with everything and sent all creditor responses, paid their company for services rendered, signed all required forms, sent in notarized forms, etc. I was told I would be contacted half way through the program for updates and my consultant did not reach out to me. I actually had to contact him to inform him he missed our scheduled date and time to talk. When he did contact me he was completely unorganized and quickly read off some items that he claimed were deleted. I checked my credit report and they were in fact still on there. When I questioned this I was told they were deleted and to give it time. I was told to be patient to see results and I would see results by the six month ***** His assistant ************************* is completely inept. She contacted me multiple times for items that were sent. Once was asking me to pay for credit monitoring which I informed her I was already doing. The second time was for notarized POA form which was sent at the start of the program. She also repeatedly asked for creditor responses that were shown as delivered by **** to White Jacobs. When I questioned my credit consultant I was told oh shes in training she was out that day, she didnt know. I was told I would receive another follow up phone call about the progress and never heard from ***********************. I have reached out several times indicating I want a refund and to discontinue services with their company. His response was sending me a screenshot of the supposed progress on my file which is non existent. Again I requested a refund and to discontinue services and have heard nothing further. This company has made so many ridiculous claims and I want a refund.

  Business Response

  Date: 09/29/2023

  We sincerely thank you for taking the time to share your experience with us; we highly value client feedback as it aids ** in refining our services. Your commitment to complying with every step of the credit repair process is commendable, and we recognize the effort you have put in to collaborate with us, from sending creditor responses to fulfilling every requisite formality.
  
  Addressing the concerns you've raised, our approach to credit repair is highly customized, involving numerous moving parts to ensure the most thorough and effective service for each client. While this approach allows us to address the unique needs of every individual, we understand that occasionally, this complexity may impact communication. We sincerely apologize for any inconvenience this may have caused. Your remarks about our staff are quite severe, but we choose to view them as constructive criticism, fueling our continuous improvement.
  
  We want to confirm that we have achieved some substantial results on your file and we stand ready and willing to continue the process with you. Our goal is to ensure that you receive the full value of our program. We appreciate the time you took to discuss your personal situation with us over the phone, providing valuable insights into your unique circumstances and expectations.
  
  Lastly, we are eager to give you a comprehensive review of your account and work together to determine the next steps in our program. Its paramount for us that you maximize your buying power, and we are excited about the prospect of assisting you in achieving this goal. We are here to support you every step of the way and are confident that continued collaboration can bring about the positive outcomes you seek.

  Customer Answer

  Date: 10/05/2023

  Im trying to work with this company and have a call scheduled with them Monday 10/9/2023. Im still very unsatisfied with them and am providing them an opportunity to speak with me one more time.  I still want a refund of monies as weve had no success with their absurd claims and I havent received a satisfactory response about a refund, in fact that has been completely ignored. 

• Initial Complaint

  Date:09/19/2023

  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.

  Do not hire White Jacobs to repair your credit! I was contacted by **** who convinced me to hire them to repair my credit. Days after I hired them his assistant ******* contacted me stating that they sent my dispute letter out and they would contact me Oct 3, 2023, to give me an update. The next day **** called me and said he would contact me Oct 13, 2023. This had me wondering why was I getting two different dates from people who work closely together. I then sent ******* an email asking if they sent my dispute letters by certified mail and I also wanted a copy of the dispute letters. She responded by saying yes. Two weeks went by and I did not receive any notification from the credit bureaus stating disputes were opened. I then became concerned that letters were not sent out. So, I contacted ******* requesting a copy of the certified mail receipt and dispute letters. This is the response she provided: ************************* we sent your first-round letters out on 8/30. We are not permitted to allow the client to have a copy of the audit letters due to copyright infringement. My apologies. Unfortunately, we don't send our clients the letters that we send out and we don't send out the mail receipts due to protection policy. My apologies for any inconvenience. I then realized I was scammed and contacted both her and **** making them aware of my discovery. I am in the process of contacting as many consumer protection agencies as I can so that other consumers will not lose $998 for the first-time fee and then $115 a month. I sent them an email requesting a refund for services not provided but they are refusing to respond to me. I am so devastated because they both came across like they were really caring and concerned about helping me with repairing my credit. I wonder how they ever received glowing reviews that I assume former clients have left. Protect your money and do not hire White Jacobs to repair your credit.

  Business Response

  Date: 10/03/2023

  Thank you for your feedback, *******. While we appreciate your perspective, there seems to be some misinterpretations and confusion. It's essential to highlight that you were part of our program for merely a few weeks. Typically, our program process can extend up to 6 months, providing our clients with the most thorough and efficient service possible. The duration you've allotted thus far is considerably shorter than the typical time required to comprehensively address your file.
  
  To respond to your accusation of "scamming" - White Jacobs and Associates has always operated with integrity and transparency.  We are proud to have been in business for over a decade, and a significant portion of our clientele results from word-of-mouth referrals, a testament to the trust and satisfaction that our clients have in our services. Scamming is obviously not something we engage in. 
  
  On the topic of receipts and copies of dispute letters, it is not uncommon in our industry to protect certain documentation due to copyright constraints and protection policies. The absence of such receipts or copies does not, in any way, imply a lack of action on our part or a detriment to our client's interests. We assure you, the correlation between not sharing certain documents and the notion of being scammed is misplaced.
  
  We genuinely care about every client's financial well-being, and our primary aim has always been to improve your credit situation. The expectations of our program were outlined from the very beginning. If you are still open to allowing us the opportunity to serve you, we remain committed to assisting you through the continuation of the program.

  Customer Answer

  Date: 10/14/2023

  The owner of White Jacobs reached out to me via phone once I sent him an email about the issue I had with working with his employees. He contacted me stating that he wanted to work toward a resolution. I was open to working with him to resolve the problem. I then sent him the following email:

  I would ask that you refrain from sending out any dispute letters on my behalf when we get the issue at hand resolved until my credit reports are free from disputes or any other activity. It may take 30 to 45 days for the present disputes to be resolved.

  He did not respond to that email so I waited until I was ready to resume the process so I then sent him the following email:

  Please contact me to discuss the resuming of my credit repair! Thank you, 

  He then respond with the following response:

  When would you like to restart the program ? 

  I sent the following:

  What about Oct 15th? ThanksI did not mean Oct 15th.

  Maybe about the middle of next week.

  He respond with message:

  I did not say anything about Oct 15, all I asked was when you wanted  to restart ,please let me know 

  My response:

  ASAP!

  His response:

  I will have **** email you a form to finish out the monthlies to restart the program. 

  My response:

  What are you talking about " "finish out the monthlies" we did not talk about that over the phone. Please explain.

  His response:

  Please open the attachment and read the high lighted area . I will discuss wavering these payments with an understanding. Please let me know if you like to discuss
  this matter 
  
  
  Thank you,

  My respnse:

  I am okay with the document but would like to discuss changing my payment card and a few other things. Thank you, *******

  His response after I had to send a second email:

  I am waiting for you to contact me to discuss the agreement! 

  Finally his response"

  I am sorry for the delay, however what is it that you need to know. I am not going through the same conversation we had the last three calls. I really want to finish the job we started before you cancel. So if you are ready to finish what you started than great, as long as we are on the same page. 

  My response:

  We are on the same page. Please let's get started asap!

  He has not responded to my email at this time! I do not want to have to keep contacting him more than once to get a response from him. If he wanted to provide me with the service, I paid $998 for an agreement of $115 a month he would respond to me without me having to on some occasions reach out more than once. I cannot understand why he is not contacting me via phone as he did when I first reached out to him! Just provide me with what I paid and agreed to if you mean well!

  
   

   

  
  
  

• Initial Complaint

  Date:09/06/2023

  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 signed up to this company and paid an up front fee of almost 2k to have a very old medical billing charge off removed from my credit card. They absolutely said they could get it removed and if it wasnt removed they would refund the money. I also signed up to their monthly service of 170 a month or so. I was promised by *********** that they would remove lots of old accounts and clean up my credit by deleting old addresses and last names before marriage etc. I was told numerous times that this was refundable if nothing happened. Nothing happened. Nothing was removed. Nothing was cleaned up. They delivered exactly ZERO. I owed this money back. Its despicable how this company runs on lies. The person who sold me this package was named ****** and he disappeared right after he sold it to me. And nothing he promised or sold me ever ever ever ever happened. Now they wont respond.

  Business Response

  Date: 09/20/2023

  We want to thank you for reaching out and voicing your concerns about our company and the process of our services. We want to take the time to thoroughly address each portion of your complaint following an in-depth review of your file, previous phone calls with our team, and the accounting issues.  
  To begin, we will address your claim of a 2k upfront fee. The agreement you signed on 3/13/2023 states that your non-contingent (investment) payment was for the amount of $1,369.00 with 6 monthly maintenance payments of $115 which began 30 days (about 4 and a half weeks) after the program commenced. There is not, and never has been, a $170 monthly payment. Your analyst was able to get a payment plan approved for you where you made 6 payments on the non-contingent portion. You requested to cancel the services after your last payment of $229 was processed, in which we immediately zeroed out your remaining two monthly maintenance payments of $115. To clarify, the investment portion of our services is not to be charged until after we perform all the work outlined in the agreement, which you (the client) did not pay for in full or up front. The monthly maintenance payments begins 30 days (about 4 and a half weeks) after the onset of the program to cover processing, handling, and manual labor as per the ***** Finance Codes Title 5. Section 393. Finally, you issued a charge back for services that were already rendered and was not awarded by the bank. 
  White Jacobs and Associates address all negative information on a client's credit report, including priority accounts. White Jacobs, as outlined in the agreement on 2 Section ** Guarantee(s) number 1 WJA does not guarantee the permanent removal of accurate and verifiable information on a Clients credit report or information. As you have discussed with our **************** team, there is no guarantee but there has, in fact, been a deletion.  You were even so kind to verbally reiterate our refund policy on a recorded line with one of our customer service members. 
  In the agreement, our refund policy is as such; Page 1, ***************** 1. Client agrees to a non-contingent payment to WJA in the amount of $1,369.00 for its initial services. All follow-up services, including review, ongoing maintenance and customization of responsive documents, are paid for after services have been performed for the previous 30 days. ****** 2. Client agrees to monthly maintenance fees each in the amount of: $115.00 for no more than six (6) months or no less than one (1). Page 2, Section ** ****** 2. If Client performs as agreed in Clients Obligations, and WJA does not cause correction to, or deletion of, an incorrect, unverifiable, obsolete, or duplicate item on Clients credit report(s) during the term of this Agreement, Client may request a refund in writing. A complete and current credit report is required for each bureau before a refund will be considered. Any refund may be partial or in full on Clients non-contingent payment portion only. Additionally, Client agrees to sign any documents required by WJA to comply with this section as it relates to refunds. Lastly, Client understands that any refund must be requested 1 year from the date of first payment.  
  When reviewing your account, you did not meet Client obligations on page 1, Section B, number 7. Client agrees s/he is not *********** a return of any monies paid to WJA under this agreement if Client has not fully complied with all provisions of this Agreement. ****** 8. Client obliges to pay full investment portion of this agreement as it is detailed on page five (5). If Client falsely disputes any credit card payments taken by WJA, Client is responsible for all fees incurred. Additionally, the term of the agreement was also violated when you canceled services before the 180-day ***** According to this, and the aforementioned, you are not eligible for a refund.  
  You have received communications from multiple people on our customer service team, as well as the managerial team. The *** has attempted to speak with you, emailed, and left messages to establish contact to rectify outstanding issues which went unanswered. We are unable to address discrepancies in our processes without the full cooperation of the client. Now that we have reached September, our staff is now receiving an onslaught of emails and are actively attempting to address your complaints. 
  As for your analyst, we want to make sure that it is clarified that the analyst did not disappear. He was involved in a very horrific and life altering auto accident which was voiced to you, via phone call, on more than one occasion. We ask for understanding, as life is unpredictable, and no one anticipated that our analyst would almost lose his life. 

  Customer Answer

  Date: 09/20/2023

  I am rejecting this response because:   There are many reasons that this response is completely laughable, albeit, not at all surprising. 
  

  The nuts and bolts of my desire to receive the initial $1369.00 back was because ******* financial services was not removed from my credit. I  signed up and was sold this product by ******, who clearly said - multiple times in our two separate conversations that a refund was possible if they were unable to get this particular item removed. It is illegal, no matter what state you operate in, to use false promises to close a sale. Consumer protection exist precisely for these dirty practices.

  It is very interesting to me that in this rebuttal from the company, that they mention recorded phone lines, because I have asked multiple times if they had recordings of my conversations with ******, because we could easily reference what he said and clear this whole matter up swiftly. Of course, the company was evasive and didnt answer that question, so I find it very interesting that they somehow have recordings of me, saying I understand that Im not getting refunds? That is patently false, because I never understood that! 
  

  The reason that I went to my bank out of frustration was because the company was combative from the get-go when I began talking about being unhappy, wanting to cancel, and wanting a refund. Case in Point, *************************, the *** in question, threatened to sick his lawyers on me for speaking my mind and told me that if I was nice, he wouldve looked at options for a refund. this company is smoking mirrors, built on lies, and quick with the legal mumbo-jumbo when you question their shady practices.

   

  Lastly, I dont need to be patronized about life being unpredictable and scary you have no idea what goes on in my family life. If ****** truly was in a horrific car accident, then I absolutely wish him the best However, the company at large still needs to carry on and honor the promises that he made. Thats Basic business. Save the patronizing tone for someone else. 
  

  You can reference as many laws as you want, and my rebuttal will always be the same thing. There are laws to protect consumers from merchants who make false promises! I maintain that when I signed up, ****** made false promises to me on more than one occasion. And still to this day, it has not been made right. since apparently, you have voice recordings of all conversations, please do take the time to look up my intake conversations with ******. As I assure you, you will hear him and his promises.

   

  Business Response

  Date: 09/21/2023

  Though we are disappointed that you find our response laughable, we still appreciate you outlining the details of how you perceive the circumstances. 
  
  To address your concern directly -  we did, in fact, successfully remove the ***************** Services derogatory account from your credit report on Experian. We encourage you to confirm this for yourself. Our commitment to transparency and results is unwavering, and we strive to keep our clients informed of the progress we make on their behalf. 
  
   
  Finally, we reiterate that your initial claim about us not being able to remove the ***************** Services is incorrect. We did remove that item from Experian. Even though we don't make guarantees - we assure you that we do not, under any circumstances, make false promises. We uphold high standards of integrity and professionalism and are committed to providing quality services to our clients. 
  
  

• Initial Complaint

  Date:08/11/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  White Jacobs stole over $2,000 from me to resolve 2 issues on my credit report that were inaccurately reported! Nothing was removed from my credit report. When I requested documentation from the company on what they have provided these 2 creditors I was told that the information was proprietary to White Jacobs. This documentation has my personal information and is being sent on my behalf, but I can't have a copy of it? That tells me they aren't doing anything on my behalf and this is a scam! Also, they signed me up for a credit monitoring service without my consent and when I received an email about this confirming the account they denied it!

• Initial Complaint

  Date:07/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Horrible experience! Its an overpriced scam. The company has no integrity and did not give a refund within the contract guidelines. They are making false contracts and stole $1500 from me. Not one negative item was removed after 3 months. The customer is never aware of what letters are sent to the credit bureaus or the date that it was mailed out. This company needs to shut down and my lawyers are working diligently to get justice.

  Business Response

  Date: 07/11/2023

  The name, phone number, and email address for the person making the complaint does not exsist in our system. Please provide correct name and contact information so that we may accurately look up the coresponding file. 

  We ask that the complaint be closed if the correct information is not provided as the complaint is coming from someone who has not done busisness with White Jacobs & Associates.

  Business Response

  Date: 07/11/2023

  The name, phone number, and email address for the person making the complaint does not exsist in our system. Please provide correct name and contact information so that we may accurately look up the coresponding file. 

  We ask that the complaint be closed if the correct information is not provided as the complaint is coming from someone who has not done busisness with White Jacobs & Associates.