ComplaintsforDisputemycredit.com

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In May of 2023 I spoke to a *****************************. She claimed to b a financial advisor for credit for home loans. She guaranteed me a home loan of no more then 3% interest within 6 months of paying for there businesses service. Not only that but guaranteed my credit score to go up. I paid $1400 over the next 6 months. I never received a loan or improved my credit. In fact it went down. I sent them all documentation requested and did everything they asked. This was suppose to b a money back guarantee. The call with ***** was on a recorded line. After over a yr. Later and no loan or improved credit score I asked for a refund. I was told verbal guarantees didn't qualify for a refund and that my credit went down cuz I had put something new into collections while working with them. I had only an old collection from 2021 go into collection after paying for there service. I was scammed. I provided the documentation such as my social security card and the company had a wrong ss number in the paper work...this ******************** talked to on the phone said they had my correct number cuz I submitted my ss card. Yes I submitted my ss card but there paperwork clearly had the wrong ss number on it..being the last number in correct.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In October 2023 I was contacted by credit for home loans. Com. After filling out a USDA loan inquiry. At the time I was told about their program to improve my credit score and be placed with a lender. That I would need a combination score of 650 or better to receive a better loan rate and acceptance from lender. I was told at this time that there was several options. 1200 dollars all at once or 2 payments of 600 or 3 of 400. Ect.. I choose 3 payments of 400. At the end of the 3 months time I would be placed for their lender. I paid all the payments as agreed in the time agreed and I never saw my score improve to the 620 to qualify for USDA and was never placed with a Lender. In actuality my score dropped after the initial hire date.

  Business response

  04/23/2024

  We appreciate the opportunity to address the concerns raised by our client regarding her experience with our credit improvement program. We take our clients' feedback seriously and aim to provide a thorough response to address her dissatisfaction.
  Client Engagement Timeline: Our records indicate that the client signed our agreement on 9/18/2023 and successfully completed our program by 4/21/2024. Throughout her enrollment, we made multiple attempts to communicate with her via phone calls to discuss her credit status and provide necessary updates.
  Communication Efforts: Despite our persistent efforts to reach out to the client and discuss her credit situation, she did not respond to our numerous voicemails and call and text messages. We attempted to clarify the potential reasons for any decline in her credit scores, including the possibility of new late payments, collection accounts, or high credit card balances.
  Money-Back Guarantee Eligibility: We want to clarify that eligibility for our money-back guarantee is subject to specific terms and conditions outlined in our agreement. In order to assess the client's eligibility, we require certain documentation, including her identification documents. Regrettably, despite our requests, we did not receive the necessary documentation from the client.
  Desired Outcome: We understand the client's desire for a refund or for us to "finish the job." However, without access to her updated credit report and the necessary documentation, it is challenging for us to determine the specific actions required to address her concerns effectively. Our goal is to assist the client in improving her credit score and achieving her financial objectives. To provide the client with the best possible assistance, we kindly request that she provide us with an updated copy of her credit report. This will enable us to thoroughly review her current credit status and identify any areas where we can offer further assistance.
  Commitment to Customer Satisfaction: We are committed to the satisfaction of all our clients and strive to provide exceptional service at all times. We encourage the client to reach out to us directly to discuss her concerns further and explore potential solutions.
  We value the client's feedback and the opportunity to address her concerns. Our team is dedicated to assisting her in achieving her credit goals and resolving any outstanding issues.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for a service in which items on my credit report were supposed to be removed. Some of these are current items.The items they address are listed on the main credit bureaus, but not on other listing bureaus that have just as much effect.I asked to place my account on hold, and their ONLY solution was to extend my payments out. Cancellation after THREE days is NOT an option. We were told that I could cancel at any time when I initially signed on (02/22/2024).I am literally trapped into a program I have no trust in.Customer service is at least a day out, and they have to call me back. No one is available when I call them. Only payment agents.I was also told that this is basically only an appearance service. That remarks with a balance would be removed from my report only, still leaving me with the outstanding balances that are more of a real problem.Their website (multiple sites for this group) is not transparent, and you are rushed through the application process.

  Customer response

  03/19/2024

  I have received a call from them stating that they will be cancelling the contract.

   No refund will be made as they have worked on my amount.

   Also was mentioned that my payment was from a couple months agoits been 25 days.

   But nevertheless, it is cancelled. That was what I was seeking in the end at this point.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I began with the company on 12/31/21, I paid $1200.00 dollars for help on two accounts and inquiries. They guaranteed me they could help me. In the attachments I hope I can upload, it will show that my account shows as 100% remaining, nothing resolved. I have messaged several times asking what was going on, no one will call me back. They sure did when they were taking my $200 out of my account for six months, I never heard another word after the last payment on 7/31/2022. They have a money back guarantee and considering it shows nothing was ever completed, as well as the accounts in dispute are worse than ever on my credit now. I would like my money back.

  Business response

  01/29/2024

  We appreciate the opportunity to address our client's concerns regarding her engagement with our credit restoration services. We value her feedback and the chance to clarify her situation.

  Client Enrollment: Our records indicate that the client enrolled in our credit restoration program on 10/28/2021 with the objective of addressing two specific accounts and inquiries on her credit report. However, it's important to note that during her enrollment, she had multiple negative accounts on her credit report that were impacting her credit scores not just the two she accounts she mentioned.

  Program Completion: The client successfully completed our program, concluding her engagement by 7/27/2022. Throughout the program, we diligently worked on all negative accounts on her credit report, aiming to improve her overall credit profile.
  Communication Efforts: We acknowledge the importance of clear and consistent communication with our clients throughout the credit restoration process. On 7/21/2022, we left a voicemail providing her with a final credit report update. Unfortunately, we did not receive any follow-up communication, such as calls, texts, or emails, seeking further clarification or information.
  *********** Manager Outreach: In an effort to assist the client and provide any necessary updates, our *********** Manager reached out to her on January 4, ****, requesting an updated copy of her credit report. Regrettably, we did not receive a response from the client until this BBB complaint was filed.
  Review of Updated Credit Report: To comprehensively assess and address the client's concerns, it is imperative that we review an updated copy of her credit report. We remain committed to assisting her with her credit goals and are prepared to do so upon receipt of her updated credit report.
  Credit Score Fluctuations: It's important to note that credit scores can fluctuate due to several factors, including the addition of new negative information. Credit reports or scores can primarily drop for three major reasons:
  New Collections Accounts: If new collection accounts are reported.
  New Late Payments: If new late payments are reported.
  High Credit Card Usage: If credit card utilization is high.
  None of these factors are within our control as a company, and if her credit report has worsened due to any of these reasons, there is limited action we can take to mitigate the impact.
  Money-Back Guarantee: We want to clarify that our money-back guarantee is subject to specific terms and conditions outlined in our agreement. The guarantee's applicability is contingent upon a client's adherence to program guidelines and eligibility criteria.
  We understand the client's frustration, and we are dedicated to resolving her concerns. Her feedback is instrumental in our commitment to improving our services continuously. We encourage her to provide us with her updated credit report and to reach out with any additional questions or credit-related inquiries.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Offered services to repair credit report. Services were never provided. Advised by the ************************************ that it is a scam.

  Business response

  12/28/2023

  We appreciate the opportunity to address the concerns raised by our client, who enrolled in our credit restoration services on 11/6/2023. We take our clients' feedback seriously and want to provide a comprehensive response to her complaint.
  Upon receiving her complaint, we conducted a thorough review of her interactions with our company. Here is a summary of our findings:
  Enrollment Date: Our records confirm that our client enrolled in our credit restoration services on 11/6/2023.
  Early Inquiry: On 12/6/2023, our client contacted our company seeking updates or changes to her credit report. During this call, our representative explained the credit restoration process, which involves communication with creditors and credit bureaus. Creditors and credit bureaus typically have up to 45 days to respond to inquiries and initiate updates or changes to a credit report. Our representative advised our client to allow a more time for these responses to be received.
  Client's Concerns: Unfortunately, our client expressed skepticism during the call, believing that our services were not legitimate. We want to clarify that our company is committed to providing genuine credit repair services and adheres to all applicable laws and regulations.
  Request for Refund: Our client mentioned that she requested a refund. It's important to note that our refund policy is contingent upon a client completing our program, as outlined in our terms and conditions. Our client, however, stopped making payments for our services, which resulted in her not completing our program. Therefore, she does not qualify for our money-back guarantee.
  It's important to note that the credit restoration process can take some time, and immediate updates to a credit report are not always feasible. While our client's concern is valid, it is based on a misunderstanding of the typical timeframe for credit restoration actions to yield results.
  We deeply regret any confusion or frustration our client may have experienced during this early stage of her engagement with our company. We assure her that we are dedicated to helping her improve her credit report.
  We encourage her to reach out to us if she has any questions or requires further clarification regarding our credit restoration process.
  We value our clients' trust and the opportunity to assist them on their journey to better credit, and we appreciate the Better Business Bureau's role in facilitating communication between businesses and consumers.

  Customer response

  12/30/2023

  I am rejecting this response because:  I was told by "Credit For Home Loans" that they could remove hard inquiries from my credit report for $100 a month. I have NEVER interacted with "DisputeMyCredit," nor have I ever heard of them.

  I was told by the ************************************ that this is a scam, to file a complaint and further to contact the Federal Trade Commission.

  I was also contacted twice by phone by a credit monitoring service (Credit Karma?) in early December as they had an uptick in memberships and were questioning the legitimacy of these memberships. I explained my situation and they said they had received MANY complaints about enrollments fraudulently made by this company.

  Business response

  01/09/2024

  We appreciate your continued assistance in addressing the concerns raised by our client. While it is evident that our client remains dissatisfied, we genuinely value her feedback and want to assure her that we take her concerns seriously. We regret that her experience with our services did not meet her expectations. We understand her disappointment and frustration, and we deeply apologize for any confusion she may have encountered during her interactions with our company. As previously mentioned, our refund policy is contingent upon a client completing our program, as outlined in our terms and conditions. Our client, however, stopped making payments for our services, which regrettably resulted in her not completing our program, and as such, she does not qualify for our money-back guarantee. We value her trust and the opportunity to potentially assist her in the future. Should she decide to continue with our services or require further clarification regarding our credit restoration process, we are here to help.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I Literally Paid $1400 For Them to start working on my credit . Six months later and $1400 later little to no results. I gave them more money than accounts that they paid off . they make all these promises but I promises you this company isnt worth it take it money else where. I could go on and on but this is an HONEST review Ive even attached proof that I have dealt with them below . Please Stay Away !!!!!

  Business response

  09/20/2023

  This client engaged our services on 3/7/2023 to assist with credit restoration. During his six-month program with us, we successfully facilitated the removal of 15 negative accounts from his credit report only 4 negative accounts remained, a testament to the dedication of our team and the effectiveness of our program. We would like to clarify a few points regarding client's concerns:
  
  1. **Payment Structure:** Contrary to the statement that client's paid $1400, he made a total payment of $1200 for our services. It's important to note that our pricing structure is based on results achieved. We deduct $95 from any potential refund request for each account successfully deleted from a client's credit report. In this case, client benefited from the removal of 15 accounts, which amounts to a total of $6,666!!!!! off his credit report. 
  
  2. **Results and Timing:** We understand the client's frustration, as credit restoration can sometimes be a gradual process. It's important to clarify that paying off accounts does not guarantee their removal from a credit report. Our success in removing these accounts was the result of meticulous audit processes with credit bureaus and creditors, which occurred while client was enrolled in our program.
  
  3. **Promises and Commitments:** We take our commitments seriously and do not make promises lightly. Our team works diligently to achieve the best possible outcomes for our clients, but we also understand that individual credit situations can vary.
  
  4. **Refund Eligibility:** It's essential to note that the client does not qualify for a refund based on the terms and conditions of our agreement. As mentioned, our pricing structure is contingent upon successful account removals. Given that we successfully removed 15 accounts from the client credit report, he is not eligible for a refund.
  
  We sincerely regret any dissatisfaction the client has experienced, as our goal is always to help our clients achieve their credit-related objectives. We have reviewed the attached documentation, and it confirms the nature of our engagement with client.
  
  We remain committed to addressing any outstanding concerns the client may have. If there are additional matters he would like to discuss or if he requires further clarification on our services, we are readily available to assist.
  
  We thank the Better Business Bureau for its dedication to facilitating fair and transparent communication between consumers and businesses. Please feel free to reach out if you require any additional information or documentation.

  Customer response

  09/21/2023

  I am rejecting this response because:   This Guy Is Scammer & A Liar , People Please Do Not Give Them Your Money , I waited months for them to remove things off my credit because I wanted to buy a house they gave me a six month turn around. Once That Six Months Was Up I Started To Pay Off These Accounts Which I Have Receipts For & They Deleted Them After I Payed . I called them and asked them for a refund and he goes to tell me that they deleted 15  (accounts I payed off out of my pocket ) and I didnt qualify! Literally wasted my TIME & MONEY. This is my first time writing a review ever for any company online Thats how horrible this experience was . Please Dont be fooled like me !!!! PS If you have LVNV Funding Or ***************** Just pay these accounts off and they will remove them dont waste your time with this company!

  Business response

  09/25/2023

  We appreciate your continued communication regarding your concerns. Our commitment to addressing your dissatisfaction remains unwavering.
  
  You expressed dissatisfaction with the timeline and outcomes of our credit restoration program, and we sincerely regret that your experience did not align with your expectations. We would like to provide further clarification and address your comments:
  
  **Timeline and Expectations:** We acknowledge that you had high expectations regarding the timeline for credit restoration. Our initial estimate of a six-month turnaround is a general guideline, and actual results can vary based on several factors, including the complexity of each individual's credit profile and the cooperation of creditors. We apologize if there was any miscommunication or misunderstanding regarding this timeline.
  
  **Account Deletions:** You mentioned that you paid off certain accounts during the program, and these accounts were subsequently deleted from your credit report. It's important to clarify that the removal of accounts from a credit report is not solely contingent on payment but can also involve negotiations with creditors and compliance with credit reporting regulations. While we understand your frustration, it's important to note that each credit bureau's reporting practices and the cooperation of individual creditors can influence the outcome.
  
  **Refund Eligibility:** 15 accounts were deleted during the program. We want to clarify that our refund policy is based on the total number of accounts deleted from a credit report, not on whether you paid off those accounts independently. We understand that this may be disappointing to you, and we regret any confusion regarding our refund policy.
  
  We genuinely regret that your experience did not meet your expectations. We remain dedicated to providing the best possible service to our clients and continuously seek opportunities for improvement. Your feedback is invaluable to us, as it helps us refine our processes and better manage expectations.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The company promised the removal of a substantial amount of debt, specifically the debt collectors and that did not happen. My credit score did not improve and then they told me there was nothing more they could do and stopped working on my case. Fact of the matter is, they can't remove the debt, although they claim they can. They make this grandiose promises but don't follow through. Bankruptcy would have been the better option, instead more debt collectors bought debt during the time that they were attempting to remove debt and I'm no better off than when I started.

  Business response

  09/25/2023

  We understand our client's frustration regarding the remaining debt collectors and her credit score. Credit restoration is a complex process, and while we strive to achieve the best possible outcomes for our clients, we cannot guarantee the removal of all negative accounts, as this depends on various factors.
  
  It is important to address the following points:
  
  1. **Results Achieved:** We are pleased to have successfully removed 13 negative accounts from our client's credit report, totaling $9,909. However, as with any credit restoration program, results can vary, and not all negative accounts may be eligible for removal. The effectiveness of our efforts is also influenced by the willingness of creditors and debt collectors to cooperate.
  
  2. **Promises and Commitments:** Our company is committed to transparency and accuracy in our communication with clients. We do not make grandiose promises but rather provide a realistic assessment of the potential outcomes based on each client's unique credit profile.
  
  3. **Ongoing Support:** Our commitment to this client extends beyond the completion of the program. We are pleased to note that our client spoke with our management team, and they reached an agreement to continue working on her credit report. Our client understands that further improvements may take time, and she has expressed her willingness to update the BBB if she sees more positive changes. Additionally, she acknowledges that she does not qualify for our money-back guarantee, as she has already received substantial results.
  
  We appreciate our client's feedback, and we are committed to continuous improvement. We consider her completion of our program as a significant achievement, and we are here to provide continued support for any credit-related inquiries or concerns she may have.
  
  Once again, congratulations to our client on completing our program. We appreciate her trust in us and wish her success in her financial journey.

  Customer response

  09/28/2023

  In response to the points they addressed:
  
  1. **Results Achieved:** Although they removed 13 negative accounts, there were a total of approximately 70. My credit score did not improve at all based on anything they did, nor did they make it possible for me to apply for an affordable mortgage, which was the whole intent of this program to begin with. I was lead to believe that my credit score would greatly improve and I would qualify for a mortgage, none of which happened.
  
  2. **Promises and Commitments:** I beg to differ on this and even expressed concern to the associate I spoke with before signing on with them, that I was very concerned about doing this, because I had just been involved with a different company promising me the same things and she assured me that my results would be much better and that she had heard of the other company I previously used. She stated they were not reputable and promised me that this company was. They did no better than the other company.
  
  3. **Ongoing Support:**Yes I agreed to let them make good on their promise since they refused to refund me my money. I'm not sure I have all that much faith in what they state they can do and over time my credit will improve whether they do anything or not at this point, as I have debt collectors knocking on my door issuing me subpoenas now and harassing me daily. I am now in a worse position than I was before signing on with them and now have to come up with money to pay for these two debt collectors who are suing me. So I would have been better off using the $1000 I paid this company to pay the debt collectors. All of this is what I was trying to avoid, and was led to believe I would avoid by doing business with this company. If they do as the promise I will report back to the BBB and update with those positive results, but until then I'm not ready to close this case.
  

  I honestly don't have much trust in them at this point and would not recommend anyone do business with them. If they do ultimately do what they promise then I would state otherwise, but that is yet to be seen.

  Customer response

  09/28/2023

  I am rejecting this response because:   

  In response to the points they addressed:
  
  1. **Results Achieved:** Although they removed 13 negative accounts, there were a total of approximately 70. My credit score did not improve at all based on anything they did, nor did they make it possible for me to apply for an affordable mortgage, which was the whole intent of this program to begin with. I was lead to believe that my credit score would greatly improve and I would qualify for a mortgage, none of which happened.
  
  2. **Promises and Commitments:** I beg to differ on this and even expressed concern to the associate I spoke with before signing on with them, that I was very concerned about doing this, because I had just been involved with a different company promising me the same things and she assured me that my results would be much better and that she had heard of the other company I previously used. She stated they were not reputable and promised me that this company was. They did no better than the other company.
  
  3. **Ongoing Support:**Yes I agreed to let them make good on their promise since they refused to refund me my money. I'm not sure I have all that much faith in what they state they can do and over time my credit will improve whether they do anything or not at this point, as I have debt collectors knocking on my door issuing me subpoenas now and harassing me daily. I am now in a worse position than I was before signing on with them and now have to come up with money to pay for these two debt collectors who are suing me. So I would have been better off using the $1000 I paid this company to pay the debt collectors. All of this is what I was trying to avoid, and was led to believe I would avoid by doing business with this company. If they do as the promise I will report back to the BBB and update with those positive results, but until then I'm not ready to close this case.
  
  I honestly don't have much trust in them at this point and would not recommend anyone do business with them. If they do ultimately do what they promise then I would state otherwise, but that is yet to be seen.

  Business response

  10/06/2023

  We want to extend our sincerest apologies to our client for any frustration or disappointment she has experienced. We understand her desire for progress and her concerns about her credit situation.
  We want to clarify that we are submitting this response because it is required by the BBB, and we value open and transparent communication with our clients. We have already begun working on our client's file, and she should start to see progress soon.
  Our commitment to our clients' financial success remains unwavering, and we are dedicated to assisting our client to the best of our abilities. We encourage her to maintain open communication with our team so that we can address her concerns and work towards positive outcomes.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  First, do your homework before signing up!!!!! Be aware that they will tell you that you have 7 days to cancel but they will only allow you 3 and pretend like they actually mentioned that. I spoke with ************************* about signing up. While on the phone he said if I paid $1 on the phone he would be able to access my credit reports to see what could be done. During this call he mentioned that I would have 7 days to cancel if I decided not to go through with the service. After reviewing my finances I decided that it wasn't a good idea at the time. When I called to cancel they told me that I only had three days and that window had passed. I asked to speak to a manager and within minutes The manager *****************************, gets on the phone to ensure that ****** is one of the best salesmen they have. No f'n ****, he's dang good at lying. First off, salesmen. Right then and there I knew it was a scam. Not to mention the fact that during the initial call he kept saying how they were a large company with many consumers. After trying to dispute all of this I have noticed that the manager responds within minutes via text. If they were a large company with many consumers a manager wouldn't be so easily accessible, THROUGH TEXT. I have been trying to dispute this since March, I was originally told $99 a month, when my first charge came out it was $99 and then the 2nd was $199. I would have never signed up for it if it was $200 a month, I can't afford that. When I said this, ****** sent a SCREENSHOT of the pay schedule but my name was not attached to it. It was literally just a screenshot of the pay schedule. Again, something I did not agree to. When I tried to dispute it again then a copy of the contract was sent, I am now fully believing that they can and probably have copy and pasted my signature on to any old document that they feel will "resolve" my complaints. They have requested a SIGNED copy of my SS card. S**** that! not getting me there, ever.

  Business response

  06/13/2023

  We received your complaint regarding your experience with our credit restoration agency. We appreciate your feedback and take your concerns seriously. Please accept our sincere apologies for any confusion or inconvenience you may have experienced. I would like to address the specific points raised in your complaint.
  Our cancellation policy is clearly stated in the agreement you signed upon enrollment. You have 3 business days to review your agreement and cancel if you feel necessary. When you called us you were out of the cancellation period. The 7 business days you mentioned are for the credit monitoring service that we cancelled for you to avoid you being charged a monthly fee from them. Our aim is to provide accurate information and ensure our clients fully understand the terms and conditions before committing to our services.
  Regarding the discrepancy in the monthly fees. Given that the agreed-upon fee of $199 per month is clearly stated in your signed agreement, we are unable to offer a refund for any billing discrepancies as no error occurred. In addition, I would like to assure you that the agreement you signed on RightSignature is a legally binding document and contains robust verification measures. The agreement is time stamped and includes a signature certificate that tracks when it was received, read, and signed, as well as the location from which it was signed. This provides a comprehensive record of the signing process, ensuring the integrity and authenticity of the agreement. While it is true that we have a considerable client base, we are committed to providing personalized support and guidance to each individual. This includes promptly responding to client inquiries and ensuring their satisfaction throughout the process. Regarding the request for a copy of your Social Security card, I want to assure you that we prioritize the security and protection of our clients' sensitive information. We request certain documents as part of our verification process to ensure the accuracy and legitimacy of the credit restoration process. However, if you are uncomfortable providing a copy of your Social Security card, we can explore alternative methods of verification that still adhere to industry regulations.
  We value your business and remain committed to assisting you in achieving your credit repair goals within the terms of the agreement. If you have any further questions or concerns regarding our services or any other aspect of your credit restoration program, please do not hesitate to contact us. We are here to address your needs and provide the necessary support to help you improve your credit profile.

• Initial Complaint

  02/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up with Credit for Home Loans.com/Dispute My Credit via the telephone with Shelby Perry. During this call, I asked numerous questions pertaining to the service. I specifically asked if and when I can cancel, if I decide that I do not want to proceed with this service. Secondly, she was never able to retrieve my credit report and kept trying these random sites that are allegedly free and charge $1.00. They have copies of my personal information /PII. Shelby told me that I could call her if I had any questions and I could also email her. I did both. I left her several voicemails and sent her several emails but she never responded to any. No answer to the emails or the phone calls. This is a classic phone bait and switch. The fact that there was always " some technical issue" as to why they could not retrieve a credit report and keep trying all these different websites is telling in itself and a red flag. At no point during my interaction did Shelby inform me that after this call, she would no longer be in a position to speak with me or assist me with anything. Did the exact opposite which is why I continued to reach out to her. I spoke with someone and he was combative and argumentative. I filed a dispute with my card provider and I have no plans to pay them $249.00 and they have access to my personal information - which is frightening. Companies that value their customer base do not treat customers this way. DATE SIGNED UP: 8 SEP 2022 AMOUNT: $249.00

  Business response

  03/23/2023

  Business Response /* (1000, 5, 2023/02/21) */ On 9/9/22 day after the customer was enrolled into our program she received a welcome call and emails with details on when she would receive calls and updates from the Client Care Team. The customer never asked or questioned why she was not going to receive calls or updates from her Analyst. The same day 9/9/22 the client care team requested documentation needed for the program and the customer uploaded them within a week to her customer portal. On 10/12/22 the client care team spoke with the customer about the 75 responses she should be receiving in the mail from the creditors and collection agencies due to the work done when she enrolled into the program. Three days later on 10/15/22 her second payment due declined, we were able to reach the client on 10/17/22 about the payment, she told us that there were other bills she had to pay first before paying us but to call her back on Monday to reschedule. On Monday 10/24/22 the client care team reached the customer about the payment but she told them that something important came up, even though the payment was due we offered to push her payment a month out and the customer agreed. On 11/16 management called the customer but reached her voicemail, the call was about the payment that was rescheduled because it declined again. The call was also to explain the process that once a customer enrolls into the program the Client Care Team takes over the file and helps the customer throughout the whole process. (Industry Standard) On 11/18 management reached the customer she mentioned she would call us back in a week to reschedule her past due balance from 10/15/22. On 11/30/22 the customer called in asking for a refund, we explained our refund policy and money back guarantee policy (Attached) and told her that she did not qualify for a refund. Our company did all the work as explained on her agreement we never defaulted or made any mistakes on what was agreed upon (process) therefore there is no reason for us to issue a refund. We've attached signed (by customer) cancellation policy, payments the client agreed and our money back guarantee policies. Even though the payments were due management decided to cancel her file on 11/30. We are extremely surprised to see this BBB complaint as we did everything we could to accommodate the customers financial difficulties.

• Initial Complaint

  06/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Well where do I start.. I used them to help my credit for 6months @ $249 a month.They made promises they couldn't keep,I posted on this before because Daniel called me and said if I removed post he would fully refund me because they couldn't remove ANY item off my credit. I then removed original post I'm hopes for full refund of $1494, I received $900 of it. Then they called and said check went out for $594,then said check never got cut, then checked got cashed. Then called and said since I disputed charges with my bank(witch has since been cancelled) I couldn't get any more money back. Daniel manager story has changed sooo many times. This company is full of garbage. They have 100% money back guarantee but doesn't follow threw. My friends who used them had same issue wait for there BBB post.. finally I did RECORD all conversations from Daniel with him full out LYING. Told Daniel I would go to BBB his response "ok do what you need to do" TERRIBLE COMPANY IF THE MANAGER LIES WHAT DO TGE EMPLOYEES DO???????

  Business response

  08/12/2022

  Business Response /* (1000, 5, 2022/06/20) */ We have a money back guarantee so what was promised was enacted fully. Before we could review her case for her refund she went to BBB. Based on what we were seeing she was due a refund so we immediately honored and issued a refund for $900 on 4/5/22, we then mailed a second check for $594 on 4/11 once we were able to review fully her refund case. This would be a full refund of everything that was paid. On 4/12 we received a notification from our payment processor that this client contacted her bank and claimed that we didn't provide the services she had paid for. This was after we had issued the full refund. Her bank then took those additional funds from our account. At this point we placed a stop payment on the second refund check. The claim she placed with her bank is still ongoing therefore there is no resolution at this point. We did everything according to policy and even sent one check to expediate. The bottleneck is that after those checks were mailed she then disputed the charges with her bank. Consumer Response /* (3000, 7, 2022/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) My bank didn't take anything . The reason I started the dispute to begin with is because they where not answering the phone. Then when they did I was told I would not get all money back.. proof attached my back didn't get anything on the dispute side. I recieved $900 check that's it, the other check that's says was CASHED then said it never got mailed, then again saying I cashed check that they never sent me..

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