ComplaintsforSupportkids Services Inc

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My child father and I went to modification on July 27. During this modification he was caught lying multiple times about his income once they finally figured out his REAL income and they gave him his amount. He goes on a rant cussing them out about how he cant survive and its to much money. NOT ONCE WORRIED ABOUT THE CHILD Of course he doesnt agree to the modification because he doesnt want to pay the money. Now here we are a few days away from 3 months and he was basically given his way because I am the one still footing the whole bill for OUR child. While he and everyone in the office lives their life without a care in the world. They were supposed to send paperwork , nothing and when I reach out, no reply. Im sure theyre going to take their yearly fee out of his little tiny payment but cant finish the job and get us to court to do his part. I dont understand why my child is suffering after he was caught lying multiple times and made it clear he was only fighting it because it impedes on his lifestyle. Meanwhile, I guess ** expected to figure it out.

  Business response

  10/12/2023

  Thank you for the opportunity to respond to this complaint.
  
  After researching, we are unable to locate a client by the name of *****************************. Based on the information provided by ************** in the complaint, we believe that the issue needs to be addressed with the ***** Office of the Attorney General and not with Supportkids Services.
  
  Supportkids Services is a private company that collects child support for clients who have applied and been accepted for our services.While we understand her frustration with the situation, ************** is not our client so we are not legally able to intervene in this matter.
  
  We must refer ************** back to the ** OAG, which is the government agency that handles child support orders, all modifications, and enforcement in the **************.
  
  We know that child support can be very difficult to navigate and we wish ************** the very best as she continues to seek enforcement of her court order. 

• Initial Complaint

  01/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am so frustrated/tired of Support Kids because they were suppose to be here for me and help me out with collecting Child Support and honestly i feel like there just here to s**** me over too i checked my account and all month long they didn't even contact the non custodial parent but yet they charged me the monthly fee once the money went through i want to terminate my services with Support Kids and they give me excuses that i cant close my contract i have rights if i want to discontinue with this program and i dont understand whats taking them so long to close my contract when i told the lady January 5, 2023 that i no longer wanted to utilize there services.

  Business response

  02/04/2023

  Thank you for the opportunity to respond to ************ concern.
  
  We have reviewed ************ account and do have record of her verbally requesting a case closure on January 5th, at which time we asked that she send a written request, along with documentation supporting her reason for closure.   The terms of our Agreement for Services, which was signed by ************ when the case was opened, outlines the requirements for contract cancelation. While ************ does not meet the criteria for case closure, we have honored her request.
  
  Additionally, we have refunded the fees that were deducted from the payment we received on November 15th, 2022. Those funds will be sent to her via direct deposit.
  
  We are happy that we were able to collect child support for ************, and our sincere hope is that the payments continue now that we are no longer pursuing collection. Once the refund is received, we encourage ************ to update her address of record with the state using the revocation form available online on the Office of the Attorney Generals website. Until that step is complete, all future payments and correspondence will continue to be routed to our office. 

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Support Kids did absolutely NOTHING! I initially signed up all three of my cases with them to help collect on outstanding child support owed to me. When I did start receiving payments, once I looked, it was actually the ****** of *** ***** Attorney General collecting all the payments and mailing them to Support Kids. It would take 2-3 weeks for me to receive the payments. So, I cancelled their services on all 3 of my chold support cases. *** lady in the payment department was very rude and didn't even want to tell me how to notify the attorney general that Support Kids is no longer handling my cases. ***y received a total of NINE PAYMENTS and refused to forward them to me AFTER my three accounts were closed with them. ***y are supposed to forward the payments to me, but the lady in the payment department lied and kept denying that they received my payments. But when they were handling my cases, they received them just fine. So, I had to go thru the process of sending requests to the Attorney general to cancel the payments and reissue them to my bank account. It has now been 4 months since i terminated my services and still have my money. Luckily, I file a complaint with the attorney general, and spoke with the Ombudsman personally, and she is currently working with the disbursement center to get the money they received to me. DO NOT USE THIS COMPANY! THEY DO NOT CONDUCT BUSINESS PROPERLY. I am a government employee also, so I don't understand how this company is allowed to do this to people. Someone needs to do something about this. ***y are messing with single parents' lives, and it isn't not funny or a good feeling to be treated like this/

  Business response

  01/24/2023

  Thank you for the opportunity to respond to Ms. ******* complaint. We always strive to offer a positive client experience and regret that she was dissatisfied with the outcome of her cases with us. We reviewed the case history and noted that all three cases were closed upon her request,and no fees were deducted from payments that were received by our company.
  
  Part of our agreement for services, which was signed for all three cases, states that any incoming child support payments are directed first to the state child support office so accurate payment records are maintained and then directed to us. We then deduct our fees, when applicable, and send the payment on to the custodial parent. When a case closes, we advise clients to update their addresses of record with their state agency so that any further payments or correspondence are sent directly to the custodial parent, rather than coming through our office first.
  
  In one of Ms. ******* cases, payments were received soon after the case was opened. We determined that no fees were owed, and passed the payments on to **************** and honored her request to close the case. Additional payments were subsequently received in our office which were passed along to her, along with information about changing the address of record with the state.
  
  Additional payments continued to be sent to us from the Office of the Attorney General, and were held because we realized the final step in the case closure process had not been completed. It is our hope that if a former client is having trouble updating their information, they will contact us and we can help walk them through the required steps. **************** called in on 10/18/22, at which time we spoke with her about the revocation form required for the address change. **************** terminated the call before the information was fully conveyed. We also show a call on 1/12/23, but the call came in before we were open for calls and no voicemail was left.
  
  We have sent the checks that we were holding to ****************,and encourage her to follow up with the Attorney General and verify that her address has been updated, as any additional payments or correspondence will continue to be routed to us until that step is complete. In addition, if *************** has canceled these checks and had them re-issued, we advise her not to attempt to cash them as they will no longer be valid. We will continue to pass through any additional payments that come to our office, and reiterate the importance of following through with the revocation form at the Office of the Attorney General.
  
  Again, we regret that Ms. ******* experience was less than positive. We feel that a resolution to this issue is straightforward as the relationship will be completely terminated once the revocation form is submitted to the *** and **************** verifies that they have removed ** and have added her current address as the address of record with the state. To reiterate, we have sent **************** the checks that were routed to us, and we encourage her to verify that the ** has her current address on file so any further correspondence will go to her directly.
  

• Initial Complaint

  09/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I sent in multiple letters on August 21, 2022 addressing these situations and you ignored my letters. However, I need these laws applied to my report or I will take legal action. 15 U.S code **** (g) validation of debt 15 U.S code ****d harassment and abuse 15 U.S code ****e False or misleading representations 15 U.S code ****f-Unfair practices Under 15 U.S code ****k civil liability I demand $1,000 for each violation as you have caused severe damage to my character or remove it at once in the credit report.

  Business response

  09/23/2022

  Thank you for the opportunity to respond to this complaint.However, our company has no association with the person who submitted it. We are a private child support collection company located in ******, *****. We have no record of ever having attempted to collect child support from *****************.
  
  Furthermore, our company, Supportkids Services, does not submit information about the delinquent child support debt we are hired to collect to credit agencies.
  
  If this is a child support-related issue, we suggest ***************** contact the child support enforcement agency in his state to try to resolve this situation.
  
  Thank you again for the opportunity to respond to the complaint, but reiterate that the issue described is not related to our company in any way. We are therefore unable to take the requested action, as we did not report ****************** to any credit bureaus, nor do we have anything to do with his child support case.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I put in an online application and submitted the required paperwork on June 6, 2022. On June 8, 2022 I sent Supportkids 6 emails asking them to close my case as I no longer wanted to utilize their services. The contract stated that I had 30 days to notify them that I wanted my case closed and they would close it for any reason. I notified them within 48 hours to close my case and have received no response. My case is still open.

  Business response

  06/13/2022

  Thank you for the opportunity to respond to Mr. ********** concern.
  
  We received his emails and spoke with him to confirm the closure. The application was closed on 6/10/2022 and a confirmation email was sent to the email address on file.
  We hope that this matter has been resolved to Mr.********** satisfaction.

  Customer response

  06/16/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  Regards,
  
  
  *****************************

• Initial Complaint

  04/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In accordance with the Fair Reporting Act Convergent Account # ******** ******************************************* violated my rights. 15 U.S.C. **** Section 602 A - states that I have the right to privacy. 15 U.S.C. **** Section 604 A Section 2 - states a consumer reporting agency cannot furnish an account without my written instructions. The Congress makes the following findings:(1) The banking system is dependent upon fair and accurate credit reporting. Inaccurate credit reports directly impair the efficiency of the banking system, and unfair credit reporting methods undermine the public confidence which is essential to the continued functioning of the banking system. Futhermore this business is reporting innaccurate information embarrasing me and hurting my finances. Please correct it or have it deleted immediately.

  Business response

  04/18/2022

  Thank you for the opportunity to respond to Mr. ******* complaint.
  
  For several reasons, we believe that this complaint against our company was made in error.
  
  First and foremost, it is not our practice to notify credit reporting agencies about child support debt we are hire to collect. Next, we keep records on all cases, and we do not show that we were ever hired to collect child support from anyone named *******************************, although we understand that the other party may have provided an incorrect name. Lastly, we do not have a recorded case number of 200135.
  
  If **************** would like to provide documentation that connects our company, Supportkids Services, with the issue he is having with the credit reporting agencies, we can look into this further. Without anything linking Supportkids to ****************, there is nothing we can do to assist him with his request.
  
  

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in the process of applying for support kids and I had a situation that needed my immediate attention and I had to to log out and I have been trying to sign back in and it is constantly giving me the option to reset my password to my email address and I havent yet received the option to reset my password in my email account and I have been trying to get back into my account to cancel it and it has no option to cancel what information that I have submitted. I do not want to get involved with support kids now knowing that I am at risk of my personal information being on their account and I have no way to access it

  Business response

  02/24/2022

  Thank you for the opportunity to respond to Ms. ******** concern.
  
  We have attempted to contact ****************** by phone a number of times but are getting notification that voicemail is not set up so we are unable to leave a message. We encourage ****************** to call us so we can get the password reset issue resolved. Our contact number is ************. We will continue to attempt phone contact as well.
  
  In the meantime, we want to assure ****************** that her personal information is protected.
  
  We look forward to resolving this issue as soon as possible.
  
  Thank you.

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been filling a modification with this agency & each time it doesnt gets done because they claim they havent received my mail back paperwork So I sent them to their email n each time Im getting a hard time (discreamation ********** ****** refusing to do what they are mandated to do Spoken to ******* in the enforcement *************** give me her last name or identification # today @ 11:25-11-36

  Business response

  02/03/2022

  Thank you for the opportunity to respond to this complaint.
  
  Based on the information provided, we believe that ***************** referenced us in error and needs to deal with the government agency that handles child support enforcement in ********. Supportkids Services is a private child support collection company based in ******, *****. We are not able to take clients in ********, and we verified that we do not have a client by the name of *****************************. Additionally, we do not handle court order modifications.
  
  We encourage ****************** to continue to reach out to her state agency. We know it can be a frustrating process and we wish her the best in her continued efforts to collect her child support.
  
  Sincerely,
  Supportkids Services

  Customer response

  06/27/2022

  Complaint: 16702034
  
  I am rejecting this response because:

  To whom it may concern I was speaking to Ms ***** ***** told me that their system always updates ********** explain to her that I have had an bad experience with their system not doing so n the***** tells me that it could b several reasons y it wouldnt So I ask her to check to see if he has any other sources or to check to make sure hes not still employed with the company ***** refused to ********** She basically call me a liar n hung up on me
  
  Regards,
  
  *****************************

  Business response

  06/28/2022

  We appreciate the opportunity to respond to ****************** again. We understand that ****************** continues to be frustrated with the customer service she is experiencing as she seeks information about her child support case.
  
  ****************** is not a client of Supportkids Services so we regret that we are not able to assist her. In the recently received communication,  ****************** references someone named ***** with whom she has spoken and provides an 800-number. Supportkids Services does not have any employees named *****, and the phone number included is for the State of ******** *********** and Human Services Child Support **************** Call Center.
  
  We empathize with Ms. ******** frustration but are not able to take any action on her behalf as we have no association with her or with her child support case.
  
  We hope that the ******** child support division will be able to work with ****************** to get her issues resolved soon.  
  
  Thank you.

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is supposed to help mother's who are owed back child support. For me it's been nothing but irritation, frustration, etc. When I called this company for help I was a bit skeptical because of the fee they charged. After I stopped communication with this company a representative called and called me non stop. Several times a day. If not more. Even emails. Wanting me to be a client and to sign documents for the contract. He asked for my log in information pass code and everything. Not knowing he was setting up payments to be intercepted without doing any work. The way the guy explained it to me was that. They collected payments by any means necessary. Abd that they would only collect the payments of which they did the footwork in getting. What it was actually was them piggy backing of ************************** In the clients portal was messages stating what was already established by someone else. When called I was told to let payments go through them for a while to see what I don't know. If I hadn't called and complained about this. They would have charged me a fee for services they did not render. I've been getting payments since December and all if them have been. Almost 2 weeks past the mailed date to me. I still checks there holding on to. The day I sent an email to cancel my service with she lied and said she emailed me back in reference to me not signing the letter. Which she didn't. I searched my emails and not 1 from support kids with that information. Not in spam mail on the inbox. Archives or anything. They never once emailed me back after I signed the contract. They became like ghosts. The guy who promised he would handle my case personally is no where around to answer all if these questions I have. This company is very misleading and and are not upfront with what there doing. There looking for unclaimed money to collect on. There not here to help the struggling mother. And I'm somehow blocked and can't get through to speak to anyone.

  Business response

  01/24/2022

  Thank you for the opportunity to respond to Ms. ********** concern.
  
  Our records indicate that Ms. ********** case was closed on January 18, 2022, prior to her contacting BBB on January 20, 2022.
  All payments received were passed on to Ms. ********* without any fees deducted once we determined the payments were not the result of our collection efforts.
  
  We encourage Ms. ********* to update her records with the Attorney General of ***** as soon as possible, so future payments go directly to her instead of being routed to our office. The revocation form that needs to be completed can be found here:  https://www.texasattorneygeneral.gov/sites/default/files/files/child-support/forms/1A005ae.pdf.Alternatively, Ms. ********* can contact the ** and request a copy be sent to her. We do recommend following up with the Office of the Attorney General after the form has been submitted to ensure that Supportkids Services has been removed as an entity associated with Ms. ********** child support case. Until the matter of the form is settled at the O**, we will forward any payments received in our office to Ms. ********* without delay.
  
  We are pleased that the state was able to start collecting for Ms. ********* and we wish her continued success getting the child support that she is owed. We believe that the requested settlement actions associated with this complaint are primarily resolved and will be complete once the revocation form is submitted and Ms. ********** case file is updated at the Office of the Attorney General.
  
  Sincerely,
  Supportkids Services

  Customer response

  02/05/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  I have submitted the necessary documents to the attorney general to have payments to not be intercepted by support kids. I spoke them and she didn't inform me that it was a second document to submit for the full process. The payment from the 25th of January has had more than enough days to have reached then and be mailed out to me. Nearly two weeks is unacceptable. And I've tried calling the office but I'm unable to get through to anyone. I keep getting the message that the lines are busy. A message that's automated and set up over your no longer filling business be with them. I feel that this is maliciously done. It's not a lot of money but I need it. I barely have money for bus fair to be able to get back and forth to job interviews.
  
  Regards,
  
  
  Sheimeka Victorian
  

  Business response

  02/08/2022

  We regret that Ms. ********* is not satisfied with our response to her concern.
  
  Until the process with the attorney general is completed,Ms. *********s payments will continue to be routed through our office. We will forward any payments as soon as they are received. Unfortunately, we are not able to make the changes to Ms. *********s account with the *** as they will require her to complete the necessary steps herself.
  
  In regards to Ms. *********s attempts to contact us, our most recent record of a call from her number was on January 21,, 2022 into our contact line ************. We have not and will not block Ms.*********s number. We have made calls to Ms. *********, but have not been able to reach her directly and are not able to leave a message because voicemail is full.
  
  Again, we regret that Ms. ********* is struggling and hope that she is able to complete the revocation process with the Attorney General soon.

*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. ↩