Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 2024, I entered into a contract with The Retention Group to help restructure my mortgage after my husband passed away and I lost his income. Their fee was $3000, but since I'm on disability, Crystal offered a payment plan of $1000 per month for three months. I paid on time in July and ********* September, my bank account was hacked, and my funds were stolen. I informed *******, who said she understood and to pay when I could. She also mentioned no work would be done on my file until the final payment was made. Shortly after, ******** from the processing team said they were locked out of my account due to the missed payment. Then, on September 23, I received an email requesting documents.The next day, I was in a serious car accident that left me hospitalized with multiple broken bones until mid-December. I was heavily medicated and unable to manage my affairs. I received no further emails or calls from The Retention Group.Once I recovered enough to follow up, I contacted them and was told my file had been closed and archived. They had done nothing with my mortgage account. I requested a refund of the $2000 I had paid, but they refused, claiming they had tried to reach me and that I had failed to comply by not making the final payment.However, their claim is falsethey could not have contacted me using the number in my email because it was new and not shared with them. More importantly, they withheld all service until full payment was made, which I believe is unethical. I feel they essentially took $2000 without providing any services, and Im seeking assistance in recovering those funds.

  

  Business Response

  Date: 04/21/2025

  This complaint has been resolved and consumer is satisfied.

  Customer Answer

  Date: 04/23/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ********-********
  
   
  

• Initial Complaint

  Date:10/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I fell behind on our mortgage payment in January. We worked with the loss mitigation department through our lender. While waiting on our file to be reviewed, we received a letter in the mail from The Retention Group. We decided to reach out to them in March to see if they had any options to provide us. We went through an approval process. We were told we were approved and that they could keep our interest rate the same. We were informed that the cost would be $3470 for their services. We decided to pay especially when they informed us that we would not owe a house payment for 6 months total. We were then emailed by our loan ****************** ********* We were told she would be in constant communication with us throughout the process. We provided ******** with everything she asked for (paystubs, bank statements, letters, application, etc.). We would go weeks without any type of communication. I would have to reach out to her to request an update and each time I spoke to her, she was clueless as to what was going on. There was a time I even contacted the associate I started with to ask if this was a scam. After 7 months of poor communication and threats of foreclosure, my husband and I decided to cash out his pension to reinstate our loan. In fact, ******** has no idea we have done this since she has not emailed us or called in weeks! We feel we were very much taken advantage of during a low point in our lives. We would like to see a full refund of $3470. We as customers, provided everything that was asked of us. We were sold on something that was not delivered.

  

  Business Response

  Date: 10/23/2023

  Hello BBB,

  This response is in regards to complaint ID#: ********. 

  We have resolved this complaint and cleared up some confusion the customer had regarding the process and documentation required for this process. Our company has still issued a refund out of good faith resulting in the customer contacting the ******************** to remove this complaint. She called the BBB the same week of the complaint, and sent an email to ***************************** at *************************************************** on 10/23/23 at 11:56 EST requesting to remove the complaint. We also called last week and today, 10/23/23 requesting to remove the complaint as it has been resolved successfully.

  Customer Answer

  Date: 10/23/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************