ComplaintsforDebtBlue

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I graduated from this program and paid all my debt back in 2021 and it is now January **** and they still cannot seem to figure out where my money went and it has been a depressing 3 years of back and forth phone calls of representatives making it seem like its not a big deal and brushing it off (obviously when its been 3 years). This is absolutely unacceptable. I have been serving in the military for 9 years and this company has been the worst nightmare compared to anything else I have been through. I am not able to apply for my benefits that I am eligible for, I can't apply for my Veterans Affairs loan for a house for my family, and I cant apply for a joint bank account with my spouse because I have this record in collections that debt blue is refusing to pay off. This business has been very detrimental to my mental health, and has affected so many aspect of my life in such a negative way. I am trying my best to not file for a lawsuit because I am already so stressed for being stuck with them and I have been currently seeking help from my base counselor and legal office just to figure out what we can do to evade additional problems on top of what they already caused for me. Putting a client through a hardship for 3 years is unacceptable and I am still being told over the phone to call back next week for the hundredth time for an update which will probably keep going. All I want is to have this paid off and I dont understand why its so hard for debt blue to just accomplish that. I have attached supporting documents regarding this.

  

  Business response

  01/27/2024

  Thank you for the opportunity to address your concerns. Our sincere apologies for any frustration and inconvenience that *** have arisen during the process. DebtBlue negotiated the debt, and payment was sent to your creditor. A settlement letter has been uploaded to your account and our Client Success Manager reached out Friday to give an update. We appreciate your patience and should you have any additional questions, please reach out to our Client Success Team at ************* or *******************************

• Initial Complaint

  11/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been with Debt Blue since 2021. I have taken back a few debts that were originally filed because of many other problems I would occur putting them in debt consolidation. I was served by one of my creditors with a debt that was under my debts with debt blue. I had to fax them the legal paperwork so they can send to the legal team . This was a debt that was already included in my original monthly note. I was told by the lawyer to add ****** More dollars or pay a lump sum of ***** which will really put me in a bad situation. The lawyer was very rude and had no sympathy did not try to help me resolve this I have never felt back into a corner. I have called debt blue several times even left several messages to get this resolved never received a call back. Why do I feel like Im working harder trying to resolve my own debt that they are getting monthly payments for. I just called the lawyer and explain no one would return my call to be told you are calling the wrong person. I am very frustrated with DEBT BLUE. Im suppose to feel relieved but Im more stressed then before acquiring them .

  

  Business response

  12/08/2023

  Thank you for the opportunity to address your concerns, we apologize for the frustration and inconvenience you have experienced. ***************************** is incorporated into the DebtBlue program and serves as legal representation for the client. When a client is served, DebtBlue and **** work together to settle the clients account as quickly as possible, which can include the need for a boost. Thank you for your feedback, we will reassess our communication with **** to best service and communicate effectively with our clients.

  Customer response

  12/08/2023

  I am rejecting this response because:   To the day I had to call Debt Blue never received a call and I refuse to be talk down to by an unsympathetic attorney 

  

  Business response

  12/13/2023

  DebtBlue reached out to the client directly to address their concerns. We are committed to keeping the client informed about the progress on their account and will provide updates. The attorney contacted the client to acknowledge their concerns and collaborate on a plan of action as they continue to work together. We are dedicated to improving communication with the attorney to ensure support for our clients. Thank you for the opportunity to earn your trust back.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Debt blue has lied to me every step of the way. It is a total rip off!1) I was told debt blue would make monthly payments to my creditors. Not true 2) I was told by debt blue my accounts would not show delinquent on my credit report. Not true 3) I am paying for an attorney that now says they don't represent me. I asked for my money to be refunded, but told they would not refund the money I now want a total refund of all monies paid to them. They royalty screwed me over.

  

  Business response

  12/05/2023

  Thank you for the opportunity to address your concerns, we apologize for any frustration or inconvenience you have?experienced. 
  Since DebtBlue has been servicing the claimant's file, there have been four calls handled by our Client Success team in which the full details of the program were re-explained including the repercussions of accounts transitioning to a delinquent status along with the utilization of the escrow account for settling obligations related to the settled account. We took great care to ensure through written and oral disclosures at the time of enrollment and reminded the client of this during one of the Client Success calls. If the client is in need of more clarification, please call our Client Success team. It is our goal to remedy any confusion as quickly as possible. 
  As mentioned in the Client Success call on 11/13/2023, the client pays a monthly service for attorney representation in the event a summons is issued.  Additionally, a How to Deal with Creditors and Debt Collectors toolkit was emailed to the client at the beginning of their program. The client requested a cancellation of the program and was notified a check would be sent. The client declined and decided to stay with the program. The manager of Client Success will reach out for clarification in this matter to make sure the client still wants to remain in our program. 
  It is our objective to ensure that all clients we service are provided with accurate account information.  We will make additional attempts until we are able to successfully reach our client to discuss their account in full detail, answer any questions they may have, and ensure they have a full understanding of the benefits of the program. We look forward to the opportunity to discuss this matter fully and will earnestly re-state our commitment to servicing and negotiating their remaining unsecured debt over the prescribed length of their program.  
  We look forward to speaking with you soon! 

  Customer response

  12/05/2023

  I am rejecting this response because:   

  Debt blue is very dishonest. I did want to cancel my account, but do not want a check. I paid the fees with a credit card. I do not trust debt blue to write a check that will clear the bank. With all the dishonesty how can I trust them?

  They also said they would refund the attorney fees, since they are not representing me. No refund has been received.

  I will continue to make the payments and hope debt blue doesn't steal my money. I am not happy with the service I am being provided though.

   

  

  Business response

  12/07/2023

  Attached is a transcript of the verifications call that took place with *********************** after speaking with the sales agent. The verifications agent is speaker 1 and *********************** is speaker 2. The first highlighted section on page 3 indicates where the agent explains that we will do not directly make monthly payments the creditors. The second highlighted section shares a description of the services provided by the legal group.

  

  Business response

  12/07/2023

  Thank you for the opportunity to address your concerns, we apologize for any frustration or inconvenience you have experienced. DebtBlue would like to discuss this matter directly to resolve the concerns you have indicated here and provide an alternative option for a refund if you desire to cancel. Please expect to be contacted within 24 hours to discuss this matter in further detail.

  Customer response

  12/07/2023

  I am rejecting this response because:   

  I look forward to the call to resolve this matter.

  Customer response

  12/12/2023

  I am rejecting this response because:   

  I spoke to a rep on Thursday Dec 7. She said she'd contact me no later than Monday December 11. Today is the 12 of December. I have not had any other contact with Debt blue. Debt blue is doing nothing but playing games

  

  Business response

  01/17/2024

  We apologize that the response time took longer than usual. Our Client Success Manager was in the process of obtaining approval to adhere to the updated eligibility requirement, which had recently transitioned from 7 months to 12 months.  Sky **************** was also requested to reach out on December 18, 2023 to explain how the fast-track program works and review the eligibility requirements. The client committed to a program duration of 36 months, reflecting the necessary timeframe for negotiating and effectively resolving the enrolled accounts. Having enrolled in the program five months ago, we are currently in negotiations for two of the clients accounts, with potential settlements in sight. Additionally, we have initiated communication with creditors for two more accounts out of the clients total of six. This is a great start in five months. We are excited that you have opted to stay in the program.  Should you have any additional questions please reach out to our Client Success Team at ************* or *******************************

• Initial Complaint

  10/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had $15000 outstanding on my credit cards. Even though my debt was high, I was making payments every month. I started to look into debt conciliation. That's what I thought debt blue was. I was told that they were. Come to find out, they do not get you loans. They act as a middle man with your creators, to get debt paid. Very deceptive practices. I wish I never called them

  

  Business response

  10/20/2023

  Thank you for the opportunity to address your concerns, we apologize for any frustration or inconvenience you have experienced.

  Since DebtBlue has been servicing the claimant's file, there have been a few calls handled by our Client Success team in which the full details of the program have been re-explained for clarity. We take great care to ensure through written and oral disclosures at the time of enrollment that clients are enrolling in a debt resolution program and apologize that confusion remains. It is our goal to remedy that as quickly as possible.

  It is our objective to ensure that all clients we service are provided with accurate account information and will make attempts until we are able to successfully reach our client to discuss their account in full detail, answer any questions they may have, and ensure they have a full understanding of the benefits of the program. We look forward to the opportunity to discuss this matter fully, and will earnestly re-state our commitment to servicing and negotiating their remaining unsecured debt over the prescribed length of their program. We look forward to speaking with you soon!

  
  

  Customer response

  10/20/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  09/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I shopped many Debt Consolidation companies and I went with Debt Blue in Feb. 2023 because one of their advantages was a 'bridge' loan from Skybridge Lending (they partner together for this) that happens at month 7, if you have perfect payment history with Debt Blue, so that the consumer can take a loan out for the remaining settlement amount balance so that you can rebuild your credit because it plummets with the debt consolidation process. I was provided a chart from Debt Blue on how your credit goes down for the first 6 months and starts to go back up around month 7 because of this loan that they offer through the partnership. So I am now approaching 7 months of perfect pay history, so I called Skybridge to find out the details of the loan, and Skybridge told me that they changed their lending limits sometime in April 2023 (after I was enrolled with Debt Blue) and that they lowered the limits and now I don't qualify. I called Debt Blue 3 different times, asking for them to intervene with Skybridge about getting a loan for me, and although they admit that they did sell the loan feature to me, they 'can't help that Skybridge changed their limits and didn't tell them." That's not my problem. If they have a partnership and they offer a Skybridge loan as part of their product, they have to honor it. But they are doing nothing about it and I am left with horrible credit and no way out for years. THIS IS ILLEGAL AND IS FALSE ADVERTISING. They admit that they are 'sorry' but they can't do anything. This is unacceptable and is literally ruining my life. I can't get a car loan and my car and house insurance premiums skyrocketed and will not come down because I can't get the loan that I was promised as part of their product.

  

  Business response

  09/12/2023

  DebtBlue very much appreciates that our client has made themselves available to address their concerns with our Management Team, and to discuss various opportunities for account resolution in the future. We look forward to our client's continued progress in our program and remain committed to resolving their debt as quickly as possible!

• Initial Complaint

  08/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Good morning, Im contacting about Debt Blue. My aunt has been with them since November 2021. She has been consistently making payments ever since then until we gave them a sum they told us would be enough for the rest of the account in the amount of **** back in July. Since then they have been letting the money sit there and small fees being taken out here and there. Ive called multiple times regarding the issue and they have put in requests but they never even follow up when they say they will. I asked to speak to a supervisor and theres always no supervisors available to help. Please can you do anything to help us please ? We will also be contacting the bank to stop future payments.

  

  Business response

  08/14/2023

  Thank you for the opportunity to address your concerns, we apologize for the frustration and inconvenience you have experienced.
  Based on our records, our Quality Control team is working with your aunt's Veritas Attorney and collections attorneys ********************************* to discuss, verify, and resolve the final payoff of the Discover account. We regret that this process is taking additional time than normal, however we are working diligently with both parties to obtain the information required to finalize this settlement arrangement. Our notes indicate that you spoke with a Client Success representative today, however if you are in need of additional contact by a supervisor we are happy to accommodate that request!

  We hope to finalize this matter expeditiously, and guarantee that we will contact you once this transaction has been finalized. As always, please don't hesitate to contact our ************************* at ************!

• Initial Complaint

  07/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  7/29/2022. I paid ********* $499.00 for six months and they did nothing for me.

  

  Business response

  07/12/2023

  Thank you for the opportunity to address your concerns, we apologize for the frustration and inconvenience you have experienced.
  In review of your account, we show the successful negotiation and resolution of a debt on 9/20/2022 which resulted in a 50% reduction of the debt; a savings of $680.76. On 11/10/2022, the client approved a settlement offer on a second account which was a 48% reduction of debt scheduled to be paid to the creditor over a term of 18 months. Payments were made toward this settlement agreement between November 2022 and March 2023, however, settlement installments could not continue after April 2023 as a result of the client unauthorizing scheduled program deposits with their bank. As a result of lack of funds, this settlement subsequently failed in April 2023. Consistent savings deposits are required for settlements to continue, for new settlements to be negotiated, and for successful completion of the debt resolution program. Additionally resulting from the successful negotiation and funding of these two settlements, per the *** Telemarketing Sales Rule, DebtBlue has fully earned the performance fees related to both arrangements. Despite the current non-drafting issues, we are confident that successful completion of the debt resolution program IS possible.

  To that end, DebtBlue would very much like to discuss this matter directly to resolve the significant concerns you have indicated here. Please expect to be contacted within 24 hours to discuss this matter in further detail.

   

• Initial Complaint

  06/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Received a letter from DebtBlue, AT MY JOB! I have never contacted this company, my credit is frozen to make sure no one can open anything. When I called them to find out how they got my information, especially my job information, they wouldn't discuss anything without giving them my phone number. Refused to give them that info and they hung up on me. I called back and told them I wanted removed from their system but wouldn't do anything, again without giving personal information.

  

  Business response

  06/23/2023

  Thank you for the opportunity to address your concerns, we apologize for the frustration and inconvenience you have experienced.
  Regrettably, we were not successful in accurately identifying a file which matched any of the personal information accompanying this complaint, however we want to take all necessary steps to ensure that you are not contacted against your wishes in the future. We do have a few options to ensure you are removed from any of our future marketing campaigns:

  1) Opt-Out instructions are located on the bottom of the document you received with a weblink you may utilize to prevent contact in the future.

  2) You may provide a copy of the documentation you received to: ****************************** and place "ATTN: COMPLIANCE DEPARTMENT" in the subject line. That correspondence will be forwarded to the proper department who will immediately take the necessary steps to prevent contact in the future.

  3) You may contact the phone number on the documentation you received and request to not be contacted in the future. The best way for us to identify your file will be a reference number which is listed on the document, and this will prevent you from providing any personally identifying information.

  We sincerely apologize that you received this document at your place of employment; it is never the intention of DebtBlue to contact a consumer by mail anywhere other than their residence, and we hope to remedy this matter as quickly as possible. 

   

  

  Business response

  06/26/2023

  DebtBlue would like to amend its previous response; we can confirm that the claimant has been identified in our system and has been removed from all future marketing campaigns. 

  Customer response

  07/06/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  05/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I entered into a contract with DebtBlue in June of 2022 to negotiate a settlement with my one credit card company that had a balance of $12,263. I have made 10 consecutive payments of $298.60, totaling out to $2,986. On 4/28/2023 I authorized DebtBlue to draft a lump sum payment of $8,900, which now brings my total out of pocket to $11,886. On 5/4/2023, DebtBlue notified me that a settlement offer had been made for $11,088. They are still wanting to draft my bank account for $298.60 and my current account balance in my DebtBlue portal is $7,780.81. I was told by a representative YESTERDAY that DebtBlue takes a 25% fee out for their efforts during negotiations. I was not told that during my enrollment into this plan and I have asked for the recording of my onboarding phone conversation. EVEN, if they did take 25%, is it 25% of the settlement amount or 25% of what Ive already paid in?!?! Someone help. This is just madness.

  

  Business response

  06/09/2023

  Thank you for the opportunity to address your concerns, we apologize for the frustration and inconvenience you have experienced. DebtBlue has provided a copy of the client enrollment agreement to our client to provide additional insight to how fees are assessed, and a supervisor has reached out by phone and email to discuss their individual file in further depth and will continue to contact the claimant daily until contact is made to resolve this concern. 
  
  

• Initial Complaint

  05/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Before DebtBlue, all my accounts were in good standing, my credit score was good (660) and I was slowly but surely working my way out of debt. July 2022. They offered me all my payments wrapped into one, a lower interest rate, and a savings of about $50 a month. When I wanted to take some time to think about the plan they had set up, they pressured me to sign immediately because they were already extending a promotion. That should have been the first red flag.They did not tell me that my accounts would need to first go into collections before they could acquire them. So for four months I ignored attempts at collecting payments I was now sending to DebtBlue and watching my credit score crash before my eyes. (Now 550)Many headaches later: I called to discuss lowering my monthly payments because inflation and cost of gas and living has made it impossible to meet them as they are ($400 a month). New monthly payments could not arranged but they told me I could skip the month. They told me I had nothing to worry about and my next payment would be the following month. So there was no money for the draft because it wasnt scheduled to happen (and I didnt have it to begin with). They drafted the money anyway, overdrawing my account by $400. Since then it has been a horrible back and forth trying to get the money put back into my account to avoid overdraft fees from my bank. DebtBlue hasnt been willing to work with me at all throughout this. Knowing I didnt have the money for this months payment, they wouldnt work with me to lower my monthly payments despite there being money in my escrow. They told me they would skip the payment. I found out after that they changed their mind. I was then told that they would reverse the draft. After 2 days I called back to find out they have to wait for it to clear which will be another 2 days at least. They havent been helpful AT ALL. They mislead me, destroyed my credit, and have paid themselves more than my creditors.

  Customer response

  05/17/2023

  These two photos show the drastic drop in my credit score as a result of DebtBlues program. Images of more months can be supplied as needed.

  

  Business response

  05/30/2023

  Thank you for the opportunity to address your concerns, we apologize for the frustration and inconvenience you have experienced. DebtBlue is sensitive to the fact that increased cost of living expenses can make it difficult to maintain existing expenditures, and do everything possible to make accommodations where possible. Making this change for the claimant required two active settlements to be voided, something we try to avoid at all costs, however the opportunity to re-negotiate these debts at a later date does exist once additional client savings contributions accumulate. We see that there is an active request for a manager to contact the claimant to discuss this matter in further depth, and we trust that all questions can be answered in short order. We look forward to speaking with ************** at his earliest convenience to ensure that he has a full understanding of his 36-month program as DebtBlue continues to work toward successful elimination of his outstanding debt. 
  

  Customer response

  05/30/2023

  As of 5/30/2023 I am still waiting for a supervisor/ manager to get in touch with me. I have called several additional times and each time have been told no one is available and a manager will call me back. Since my initial complaint, I have found out that DebtBlue neglected to pay one of my collectors for the month of April. I was told that this payment was rejected by the collector for some reason and as such, the money has been forfeited. It would not be put back into my escrow, the payment would not be attempted again, the money was just gone. Every time I call in an attempt at speaking to a manager to get one thing resolved, I learn of yet ANOTHER problem. They just keep stacking up and NOTHING is getting resolved. I am told that no one has the ability to help me and that the managers are always busy. I finally got the amount reversed for the month of May but have not been able to discuss any my negative experience with someone who has the ability to actually correct the issue and actually discuss what the desired resolution is. Im starting to feel like theyre hiding from me because they know how far in the wrong they actually are here

  Customer response

  05/30/2023

  I am rejecting this response because:   
  

  I still have not spoken to a manager about this situation. I have just found out that DebtBlue missed paying one of my settlement payments for the month of April. I was told that the creditor rejected the payment for some reason. No one could tell me why that would have happened. I was told that payment to them would be forfeited, that it would not be returned to my escrow and that it would not be resubmitted to the creditor. The money was just gone and I would not be getting it back. This is more than just the issues surrounding the may payment. This is about the predatory method that DebtBlue used to trick me into signing with them when I had a 660 credit score and none of my bills in collections. They did not tell me how the program worked and that my bills needed to be in collections. I have had nothing but trouble with them from that point forward. The situation is *** where I was told that I could skip the payment incorrectly and the payment was then drafted anyway, and then finding out that they neglected to pay my April bill and that money is apparently just gone?  I need to speak to a manager who has the ability to work with me and figure out what is going to be done to make this situation right. Something NEEDS to be done to make this situation right.

  

  Business response

  06/09/2023

  As of the date of this communication, we have confirmed that contact has been made with the claimant to discuss the aforementioned concerns. We 

  In regard to the April settlement payment in question, those funds were made available to the creditor to be pulled via ACH/Check by Phone, and contact was made with the creditor when the funds weren't processed in a timely manner. The creditor failed to process this transaction, and the funds were successfully reversed back to the claimant's account on 5/8/2023. We understand the claimant's frustration regarding the May deposit, and must re-iterate that doing so placed the settlements in jeopardy--eventually due to the matter the settlements were voided at the direction of the claimant. This situation is addressed within the client enrollment agreement on page 12, section 6, which states: "Client(s) acknowledges and agrees that for settlements that are already in place, it is Client(s) responsibility to ensure sufficient funds are available in Client(s) SPA, otherwise a breach of settlement agreement could occur."

  All settlement payments paid to their creditors has been credited to the principal balance of each debt, and the opportunity exists for additional arrangements to be made. We regret that the program and its requirements did not suit the claimant, and wish them the very best as they continue on the path to resolving their debt. 

*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. ↩