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:07/07/2025

  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.

  Incharge is a debt consolidation company. I made a payment to Incharge on 6/12/2025. They mailed a paper check to one of my creditors, CreditOne on 6/17/2025. Per their records, the check hasn't cleared yet but CreditOne is reporting me as delinquent and Incharge is doing nothing to assist this error. My credit report has dropped significantly as a result of this payment that was supposedly late and I can't get anyone from either company to help me with this. I just need someone to help me get this resolved. Please. I'm trying to fix my credit and the company I'm paying won't help me with the creditor they paid who is stating they haven't received a payment.

  

  Business Response

  Date: 07/15/2025

  Dear ***** ********,
  
  We apologize for any frustration this situation may have caused, but we are thankful to have connected with you directly following receipt of your complaint. More importantly, we truly appreciate the opportunity to speak with you and work together through this matter.
  
  As we have discussed over the phone on July 10th, your June payment was mailed out to your creditors on June 17th, including the accounts in concern, ********************** ******** ending in (0217) and (9896). Unfortunately, the check payments sent to Credit ******** were not received or posted by the creditor. Once we confirmed this with Credit One, we took immediate steps to reissue both payments, which were sent on July 10th.We will continue to monitor those reissued payments and will notify you as soon as they are confirmed as posted.
  
  Regarding your concern about the impact on your credit report, I would like to provide some context. Your Credit ******** accounts became past due during the initial transition from making payments on your own to having payments made through the InCharge *************** Program (DMP). During the enrollment process, creditors may still expect the original minimum payment until they have accepted the proposed terms under the **** For this reason, we recommend and outline in the Client Agreement that clients continue making payments directly to the creditor to cover any differences until the programs benefits take effect. Since the minimum payment difference wasnt made during this transition, it is likely that this contributed to the delinquency reported by the creditor. With that said,we understand how frustrating the situation has been, especially with the June payments not posting. As a one-time courtesy, we will be applying a portion of your monthly fee from your July payment to cover $15 due to Credit ******** (0217) and $18 to Credit ******** (9896). This adjustment will take place once your July payment clears and disburses to your creditors.
  
  We appreciate your continued communication and we will continue monitoring your Credit ******** accounts closely and remain available to support you. Please dont hesitate to reach out with any additional questions or concerns.
  
  Sincerely,
  
  ****** *********
  InCharge Debt Solutions

  Customer Answer

  Date: 07/16/2025

   
  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.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:06/25/2025

  Type:Billing 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.

  I submitted my original request for the *************** Program (***) on April 15th. It's been almost 2 months later as of today, June 25, 2025, and all but one of my credit accounts has been closed and set up successfully on a **** This will usually consist of a lower monthly payment and a lower interest rate. Incharge sent the letter, but according to them, it was rejected from ************** due to "being too old". I called to have them resubmit, they said they would do so. I ended up having to pay more than my current minimum payment since they sent the payment late to them. My minimum payment for just one card is around $115 a month. I am paying incharge and the credit card separately due to this, and it is causing financial hardship. Incharge was supposed to help with financial hardship, and they are violating the agreement to set up the **** I had called ************** to confirm if they had received it. I specifically asked for the "credit counseling ***** (the **** that incharge told me they sent it to). **** says they never received any letters from incharge. I am paying double for my credit crrd due to the incompetency of incharge. Everytime I call incharge, I just get someone who says "it's our process, just give it time". They refuse to escalate my issue. I've given it 2 months. I am going to end up pursuing legal action if they do not follow their agreement for the ***. I am sick of excuses from the ****. I only want this issue to be resolved and for them to complete the *** process. A billing credit would be nice to have as well if possible.

  

  Business Response

  Date: 07/02/2025

  Dear Cheyenne Merritt,
  
  We appreciate the opportunity
  to respond to your complaint and would first like to apologize to you for any
  dissatisfaction experienced regarding the proposal process for one of your
  creditors. We understand how delays can be frustrating, and we regret any
  inconvenience this situation has caused.
  
  Our records confirm
  that you enrolled into our Debt Management Program (DMP) on April 14, 2025.
  Following your first payment, a proposal was sent to the
  creditor in concern on May 15, 2025. While our records reflect that the
  proposal was successfully sent, it appeared that the creditor was not receiving
  it. As part of our continued effort to help you enroll the account onto the
  DMP, we resubmitted the proposal multiple times due to issues
  with the creditor not receiving the initial proposals. We were ultimately able
  to get the proposal successfully delivered and on June 26, 2025, the creditor
  confirmed receipt. Their response indicated that a higher monthly payment was
  required in order to consider the proposal. Following their response to the
  proposal, we notified you of the update and on June 30th we received your verbal authorization to increase the
  monthly payment on the account accordingly.
  
  Thank you for staying in
  contact with us throughout this process. As a one-time courtesy, we will
  allocate your July monthly fee of $31.80 to the creditor in question when your
  next payment is debited on July 20, 2025, provided the payment clears successfully. We will also continue to stay in communication with you directly until the creditor provides us with the final decision to the proposal.
  
  Should you have any
  questions, please do not hesitate in contacting me directly.
  
  Sincerely,
  
  Jayson Whittaker
  InCharge Debt Solutions
  (407) 532-5545
  

  Customer Answer

  Date: 07/03/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23517546, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Cheyenne Merritt

• Initial Complaint

  Date:06/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  they were to suppose to contact cap one and dispute 3 months of inaccurate credit brereuas and never heard back. I was upset and they kept hanging up on **** no longer want to do business with them for their horrible customer service!!

  

  Business Response

  Date: 06/20/2025

  Dear Ms. Dee,
  
  Thank you for reaching out to
  us, and we’re truly sorry to hear that you were dissatisfied with your
  experience. We take all concerns seriously and appreciate the opportunity to
  clarify the matter and address your complaint.
  
  After receiving your
  complaint, we attempted to contact you by phone to speak with you directly, but
  we were unable to reach you. Following our attempted contact, we sent a
  “Contact Us” email in an effort to address your concerns.
  
  Please know that on June 16,
  2025, we placed a hold on your recurring payments to ensure no further debits
  would be made from your bank account. Your Debt Management Program (DMP) with
  InCharge was officially closed as of June 18, 2025. A closing letter detailing
  this information is attached for your records.
  
  Following your call, we
  conducted research and found that in October 2024, a partial payment of $24.00
  was made toward your Capital One account, while the required minimum monthly
  payment was $134.00. The partial payment likely caused the creditor to report
  the account as "late" for those 3 proceeding months that you are referring
  to. However, in order to confirm exactly what transpired, we recommend
  reviewing your creditor billing statements which are issued directly by the
  creditor.
  
  We also want to acknowledge
  your call with us on June 5, 2025, during which you expressed concerns about
  Capital One’s credit reporting. Our representative did their best to explain
  the potential cause of the reporting. We followed up by sending a “Contact Us”
  email on June 9th, and we did not receive a reply from you until
  June 13th. We are sorry if it felt like we were unresponsive during
  that time.
  
  Lastly, we understand your
  disappointment, but it’s important to note that per the terms of your Client
  Agreement, InCharge does not dispute credit reporting information to your
  creditors. A copy of your signed agreement is also attached for your reference.  
  
  While we are sorry to see you
  leave the DMP, we hope this response helps bring clarity to what occurred.
  
  Sincerely,
  
  InCharge Debt Solutions

• Initial Complaint

  Date:03/14/2025

  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.

  On Feb 20th 2024 I set up incharge acct and gave all authoritizations to deduct my bank acct to pay proposed accts and min payments. Was told all will be fine by the loans i have earliest being March 12th. Well payment came pit my acct March 3rd and they day dispersed on 6th making to sound like creditors were paid that day but nope they misdirect u and lie and then after pushing saybih we sent a check and can take a week. Well the next payment I had was the 16th. So I called my creditors and they stayed 2 of accts were decided and 2 checks were sent back to incharge on March 10th. I spoke with lying **** on the 12th and he said oh yeah we have all this and will be in acct by Friday the 14th . We'll it wasn't so I called again the 14th and the new agent said he sees nothing there. Now they just seem to lie or misrepresent everything. Word to wise be prepared to make every payment for all creditors and don't send in charge a ***** Till they get agreement. Now this misrepresented everything and I have payment due 16th and was expecting the return of my funds on the desired accounts and looks like won't happen. So they put clients in jam with this on die dates and btw I've never missed one. So I have to finale somehow to make up the 375 payment due the 26th and have another 475 coming due the 21 March. Incharge has over 700 of it tied up in a returned check that seems missing but **** says was already there a few days ago and processing then. So they intentionally lie and scheme to cover there mistakes putting individuals in binds for late fees etc. Now also keep in mind they charge like 14 ab acct as a fee but when 1 of accts aren't approved drop fee 2 dollars. After much much wrangling they did drop fee to 42 for 2 accts now from 58 originally. And are suppose to add 10 more to payment to 1 of arpil 1. So see I'd I get my over 600 back soon. They are gonna say ol the mail takes 7 days

  

  Business Response

  Date: 03/19/2025

  This message is in response to the complaint submitted on your behalf by the Better Business Bureau on March 14th, 2025. 

  Thank you for reaching out and sharing your concerns. We appreciate the opportunity to address and provide clarity regarding your account. More importantly, we appreciate you taking the time to speak with us directly on March 17th, 2025, allowing us to work toward resolving them for you. 

   We understand that the issue involved two accounts with one ************************ that were enrolled in your *************** Program (DMP). After we dispersed your payments to this creditor from your first payment, which was processed on March 3rd, 2025, we verified that the creditor received the funds on March 10th.However, despite receiving these payments, the creditor decided to return the funds to us and declined enrollment into the program. While this decision was not what we were working towards for you, we recognize the frustration this may have caused. 

   Additionally,we apologize for the misinterpretation of the refund status provided to you during one of your call interactions with us. During a conversation, the counselor assisting you misread notes, informing you that the refund was already in process and should be in your account within a few days. In reality, we had only received confirmation that the payments would be returned to us, and we were still awaiting their arrival. Understanding your urgency, we took proactive steps to expedite your refund, and we are pleased to confirm that the returned payments for both of your accounts with the ************************ were successfully refunded to you on March 18th. A confirmation letter indicating that the refund was sent back to your bank account has been attached to this message for your reference. 

   If you have any remaining questions or need further clarification regarding your account,please dont hesitate to reach out directly. We appreciate your patience and the opportunity to assist you.

  Sincerely,

  InCharge Debt Solutions

  CC: Client Refund Letter 3.17.2025

  Customer Answer

  Date: 03/19/2025

   
  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.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:01/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have contacted this company several times and spoke with several Different agents. Nothing has gone right with this company that I went to for help consolidating credit card debt. I am being charged still on credit cards for interest rates and late payments? This is putting me in very bad credit position. Of which I have never had that credit. I have excellent credit. I just got in over my head, but I never missed payment. Everything was not disclosed to me in the beginning when I signed up for this Suppose it helped. I have called and contacted and spoke with many officers or debt managers and really have had no help only by my insistence on how I wanted things handled and things were not being taken care of. You go to these companies to get help to consolidate at lesser interest rate and faster payoff. At this point Im going to pay more because I keep getting charged late payments and interest rates. This is not right. I cannot find any email to contact a CEO or someone that could help however, I have expressed that I would like to speak to someone or at the very least they would convey this message to their boss and nothing as far as I know has been done. Every month theres been a problem since October 2024. I was doing better paying off my own. I wasnt getting charged like payments and I wasnt ruining my credit as they are doing and have done already. They have not communicated as they should have many things of important. One of the credit card companies did not want to work with them, but I was not notified of this until I called to complain about late payment. This is very very frustrating and upsetting and making me very angry. Im on Social Security very little, but I have managed to pay my bills always on time on my own. I need to speak to someone higher up to make sure things are handled correctly.

  

  Business Response

  Date: 01/15/2025

  Dear ****** ****,
  
  This letter is in response to the complaint submitted on your behalf by the Better Business Bureau and we thank you for bringing your concerns to our attention. Following receipt of your complaint, we promptly contacted and connected with you on January 10th and January 13th, 2025, to better understand and resolve your concerns directly.
  
  As part of our commitment to addressing your concerns, we conducted a thorough review of your enrolled accounts to confirm that the *************** Program (***) benefits were being applied correctly and to determine their current statuses. We found that all your accounts were current, with the exception of Bank of America ending in 9718. During our review of this account, we identified a $36.00 past due balance, which resulted from a difference in the minimum payment required for November 2024, prior to the *** proposal being accepted by the creditor. During our phone discussions on January 10th and January 13th,we reviewed your creditor statements with you to help better understand how the *** benefits are making a positive impact on your enrolled accounts. Regarding your concern about the interest charges, we clarified that the *** is designed to work with creditors to reduce or eliminate interest rates. However, the final interest rate is determined by the creditor at their discretion. This information is provided to you in the Client Agreement, which is communicated during the credit counseling session. We confirmed that the interest rates applied to your accounts do align with your creditors terms.

  To assist you in resolving your concerns, we have applied your monthly service fee of $22.50 for the month of January towards your Bank of America account as a courtesy. This allocation will be reflected on both your statements from InCharge, and Bank of America. Additionally, we are providing you with a copy of your Client Agreement for reference.
  
  We sincerely appreciate the opportunity you have given us to address your concerns directly and are committed to supporting you throughout the ***. Should you have any questions,please do not hesitate to contact us.
  
  Respectfully,
  InCharge Debt Solutions

  Customer Answer

  Date: 02/18/2025

  2/18/25 I am still very disappointed with in charge **** solutions. I have been talking with ****** ********* and thought things were getting resolved! However, its still very confusing. It is a good thing that they got Bank of America ******* interest rate dropped, that is the Only helpful thing that has happened with this entire mess. Pay them 150$ a month for 3 *******s 2 ***** ******* one being is $350 of which they put 15$ towards the other Chase ******* is less then $100 they pay 15$ and then *** ******* I was lead to believe they would pay at least $120 a month. But now which I was not told that that was a one time courtesy payment? Now they only put &97.50 towards the *** ******* and charge me $22.00 a month to make these payments along with theone time fee of I think was 250$. 
  At this rate it will take forever to get these cards paid off. Im not the smartest by any means but it certainly seems like they make up their rules as they go along. I do Not Ever remember them saying I would be paying 22$ to them monthly for theyre help ( lol) I spend more time every month trying to make sure they pay the *******s on time, which is ridiculous  also, they take my payment out the 10 th of the month and on average it takes 6 days to show up paid on the statement. They also tell

  me its up to me to intervien with the ** Companies to make sure things are paid! Seems to me Im doing all the work and worry!
  I am so tired of all this . Every month it is something!

  sincerely ****** ****. #************

   

  Customer Answer

  Date: 02/20/2025

  2/18/25 I am still very disappointed with in charge **** solutions. I have been talking with ****** ********* and thought things were getting resolved! However, its still very confusing. It is a good thing that they got Bank of America ******* interest rate dropped, that is the Only helpful thing that has happened with this entire mess. Pay them 150$ a month for 3 *******s 2 ***** ******* one being is $350 of which they put 15$ towards the other Chase ******* is less then $100 they pay 15$ and then *** ******* I was lead to believe they would pay at least $120 a month. But now which I was not told that that was a one time courtesy payment? Now they only put &97.50 towards the *** ******* and charge me $22.00 a month to make these payments along with theone time fee of I think was 250$. 
  At this rate it will take forever to get these cards paid off. Im not the smartest by any means but it certainly seems like they make up their rules as they go along. I do Not Ever remember them saying I would be paying 22$ to them monthly for theyre help ( lol) I spend more time every month trying to make sure they pay the *******s on time, which is ridiculous  also, they take my payment out the 10 th of the month and on average it takes 6 days to show up paid on the statement. They also tell
  
  me its up to me to intervien with the ** Companies to make sure things are paid! Seems to me Im doing all the work and worry!
  I am so tired of all this . Every month it is something!
  
  sincerely ****** ****. #************
  
   

  

  Business Response

  Date: 02/25/2025

  Dear ******,
  
  Thank you for reaching out to share your concern. Were sorry to hear that youre still feeling frustrated with your program, and we appreciate the opportunity to provide some clarification.
  
  As we previously communicated in our response to you through the Better Business Bureau on ******* 15th,the $22.50 service fee for ******* was waived and applied as a one-time courtesy toward your Bank of America account. This adjustment was made as a gesture of support to assist you with your repayment plan, and beginning in February, your payment disbursements reverted to their regularly scheduled amounts.
  
  Additionally, we noticed that you mentioned not recalling an agreement regarding the monthly service fee.This information is included in the client agreement that you signed upon enrollment. For your reference, we are providing another copy of this agreement with this response.
  
  Again, we value your participation in the program and are here to support you in your journey to becoming debt-free.
  
  Sincerely,
  InCharge Debt Solutions

• Initial Complaint

  Date:12/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I decided to join this company after my husbands passing. Now that i am the only provider in my household. This company has not helped me but hurt my me more financially & my credit report, Im tired & stressed out & feel taken advantage of. The originally monthly payments have gone up & dorm dont *** stated with . Nothing has been consistent, they also started paying recollections from past without my consent. They ask me to get in touch with the companys i owe to get my own payment down & change the due date. I thought this was the reason i hired them? This is how i found out myself they were paying back sold collections account under different names. I also noticed my credit report changing & updating . Im lost & hurting trying to fix this problem i now have with them . It goes further then my home Depo account i sent examples of my payment plan changing a lot.

  Customer Answer

  Date: 12/26/2024

  I dont understand why my accounts keep getting paid late. If its been taken out of my bank account to pay **************************. Why would i be receiving delinquents payments? This has been going on for months .

  Customer Answer

  Date: 12/26/2024

  I dont understand why my accounts keep getting paid late. If its been taken out of my bank account to pay **************************. Why would i be receiving delinquents payments? This has been going on for months .

  Customer Answer

  Date: 12/26/2024

  I dont understand why my accounts keep getting paid late. If its been taken out of my bank account to pay **************************. Why would i be receiving delinquents payments? This has been going on for months .

  Customer Answer

  Date: 12/26/2024

  I dont understand why my accounts keep getting paid late. If its been taken out of my bank account to pay **************************. Why would i be receiving delinquents payments? This has been going on for months .

  

  Business Response

  Date: 12/30/2024

  Dear Mrs. ********************** letter is in response to the complaint we received from the Better Business Bureau on your behalf. Thank you for taking the time to share your concerns with us. More importantly, we are deeply sorry to hear about your loss and please know that InCharge Debt Solutions extends our heartfelt condolences to you and your loved ones. Our goal is to address your concerns as quickly and efficiently as possible, and we appreciate the opportunity to provide clarity and assistance.
  
  We understand that one of your primary concerns is related to your ********** account. During research that was conducted for you between late October through November of this year,we received confirmation from your creditor that this account was past-due by $60.00. This past-due amount was the result of a payment that was not made in May of 2024, just before you joined our *************** Program (***) at the end of that same month. After we communicated this to you, we were pleased to see that you made up the past-due payment in December.  As a one-time courtesy for the concerns youve experienced, we will allocate your monthly *********** fee of $66.00 for the month of January toward this debt to further support your financial progress. Additionally, we would like to report that your other enrolled creditors were found to be current and not past due.

  Regarding the concerns you shared about changes to your payments, we carefully reviewed the screenshots you provided. The notice you received in June 2024 was a result of the removal of the Southwest Recovery Services account at your request. Following this removal, your monthly payment was reduced. The change notice you received in July 2024 occurred because ****** rejected our proposal and informed us that the account had been sold to a collection agency named ******, Sturm, Israel, *************************************. As a result, we needed to propose a higher minimum payment than originally submitted to ******. This adjustment required reallocating $6.00 from your Payment Adjustment Allowance to meet the collection agencys payment requirements of $68.00. Unfortunately, despite our efforts, this account has since been removed from the *** resulting in your monthly payment being reduced. This was because the collection agency would not provide us a response as to whether or not they would accept the proposal.

  We also understand that your concern about noticing changes and updates on your credit report. Please note that InCharge Debt Solutions does not report to your credit bureaus, as only your creditors have the authority to report account status and updates.
  
  Thank you again for reaching out to us and allowing us to address your concerns. We hope that waiving your January *********** fee and applying it toward your ********** account demonstrates our commitment to supporting you. If you have any additional questions or need further assistance, please do not hesitate to contact us directly.
  
  Sincerely,
  
  ****** *.
  InCharge Debt Solutions

  Customer Answer

  Date: 01/23/2025

  
  I dont understand why my accounts keep getting paid late. If its been taken out of my bank account to pay **************************. Why would i be receiving delinquents payments? This has been going on for months .

  

  Business Response

  Date: 01/27/2025

  We understand that you still have concerns regarding your accounts being paid late, although after completing research in December 2024 and January of this year, we confirmed that all your accounts that were enrolled in the program were found to be current and being paid on time. This includes the ********** account which you had brought current on 12/16/24 and we addressed it with you in our previous response on December 30th, 2024. We also understand that you may have had an additional concern regarding an account with ********************** We received a copy of a letter you had forwarded to us directly on January 2nd and January 23rd, however, this is an account that you did not include into the program. A copy of your client agreement is attached for your reference.

  It is also worth mentioning that we have made multiple attempts to contact you throughout this complaint, to no avail in speaking with you directly. Your last contact with us was on January 22nd, when you had requested to close your program and the request was immediately fulfilled. At this time, no further payments will be made by InCharge. A confirmation letter detailing your program's closure has also been attached to this response for your reference.

  We are confident that this response addresses your concerns, but if you have any additional questions,please feel free to contact me directly.
  
  Sincerely,
  
  ****** *.
  InCharge Debt Solutions

  CC: Client Agreement, DMP Closing Letter

   

• Initial Complaint

  Date:03/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke to someone at InCharge on 3/13/24 regarding a credit card I have with Chase that has a high balance and a high interest rate. We spoke about InCharge possibly taking over the credit card account and how I could pay InCharge a monthly amount instead of Chase at a lower interest rate. At the end of the call I was informed that I needed to sign, date and email or fax back a form so that InCharge could speak to Chase about them taking over my account. After I hung up, I thought that it was not in my best interest to do business with InCharge, so I did NOT sign/date nor return the form to InCharge. A couple of days later I noticed that InCharge debited my checking account. I called ***** immediately (claim #*** 936 213 390 001) on 3/15/24 and told them all the above information and that I would like the charges reversed and I would like to make it so that this company could not debit my checking account again. ***** did reverse the debit, so I figured it was all done. Last night (3/21/24) I went to use my credit card and it didn't work, I went to Chase.com and I noticed that my account was closed because InCharge closed it ... even without my written permission. I was told by InCharge that they could not even talk to ***** without me signing that form (which as stated above, I did not sign/date nor return), so I don't know how they were able to debit my checking account or how they were able to close my Chase account. I spoke to three different people at ***** today (3/22/24) and the third person I spoke to (**** ID #******** told me that I would have to speak to InCharge to figure out if I could cancel the contract. I explained that I do not have a contract because I never signed anything ... but ***** does not seem to be able to help me any further. I also do not want to speak with InCharge directly as I believe they are defrauding me and do not want them to try to make me say something that is not true. I am attaching the Creditor Authorization Form from InCharge that I did not sign so that you can see it.

  

  Business Response

  Date: 04/02/2024

  April 2, 2024
  
  
  *************************
  *************************************************
  *********,TN *****
  
  Dear *****************************,
  
  This letter is in response to the notification we received from the Better Business Bureau (BBB) on your behalf. In this notification you stated that you did not accept the client agreement. After careful review of your account please review the outcome of our research.
  
  On March 13, 2024, you contacted InCharge Debt Solutions and completed a counseling session with one of our certified credit counselors.  During your session, you logged into your Im InCharge online client services portal and accepted the agreement electronically.  I have included a document showing the acceptance of the agreement for your debt management program (***).
  
  Accepting the agreement electronically activated your ***.  The activation submitted a proposal to your creditor on your behalf and set up your electronic payments to begin debiting your bank account on March 15, 2024. 
  
  The account was closed by the creditor since it was accepted for *** benefits on March 22, 2024.  As a benefit of joining the **** your monthly payment was lowered from $836.00 to $656.00, and your interest rate was lowered from *****% to 10%. We also spoke to the creditor and were advised that there is an in-house long-term program available if you discontinue your participation in the ***.  You would need to contact the creditor directly to begin the process.   
  
  Your first monthly payment and one time setup fee was submitted for March 15, 2024.  The monthly payment was issued to the creditor on March 20, 2024. On March 21, 2024, we received notification from your bank that the payments were returned as Customer Advises not Authorized.  Your electronic payment is currently on hold due to this return and no further debits will be submitted. 
  
  I am hopeful that you will remain on the *** to acquire the benefits with the account being accepted on the program.  I sincerely apologize for any inconvenience this may have caused and hope this response brings you clarity with your concern.If you have any questions, you may contact me directly at **************.  
  
  

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21473485
  
  I am rejecting this response because:

  In the response from InCharge, it says that I electronically accepted an agreement with InCharge ... that is false.  I did create a login for their portal per *********************** (the rep I was speaking with), but at no time was I informed that by creating a login to their portal was I accepting anything.  Also, *********************** told me that I needed to sign, date and either fax or email back the agreement.  She told me that they couldn't even talk to ***** without me signing it and I DID NOT sign or return that agreement letter.  Not only that, but I called ***** and told them about my conversation with InCharge and how I did not want to do business with them and to issue a refund for the money that InCharge debited from my account (which they did issue a refund).  So, I have no idea how InCharge was able to access my account without me signing that agreement that *********************** emailed me and the fact that I informed ***** not to allow it to go through.  Not only that, but InCharge closed my Chase credit card and it is no longer usable.  InCharge needs to reverse this whole thing and let my account go back to Chase.

  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/15/2024

  April 11, 2024
  
  *************************
  *************************************************
  ******************
  
  Dear *****************************,
  
  We received your dissatisfaction to our response from the Better Business Bureau (BBB) where you expressed you did not sign up for the debt management program (***) and would like your creditor account reopened. 
  
  Our original response dated April 2, 2024, provided you with information and documents showing you accepted the *** agreement electronically on March 13, 2024, while logged into your online portal account.  Please note that creating a login for your online portal account does not activate your *** account.   
  
  The Creditor Authorization letter does not activate the ***.  A copy of your agreement is located within the Documents section of your online portal account.  The cover page of your Agreement explains that the Creditor Authorization form will not activate your program.  Only signing and returning the paper Agreement or accepting it electronically through the online portal will activate the *** account.   
  
  InCharge does not have the ability to close any account with the ************************.  Once a proposal is submitted it is at the creditors discretion to close the account. At this time, we will contact the creditor on your behalf to see if there is anything else we can assist with and will let you know of the outcome.  
  
  I was hopeful that you would remain on the *** to benefit from the savings of the lower monthly payment and interest rate. However, as you have requested, I have closed your *** account.  I sincerely hope this response brings clarity with your concern. If you have any questions, you may contact me directly at **************.  
  
  Best regards,
  
  *************************
  Manager of *********** Operations
  InCharge Debt Solutions
  CC#********

  Customer Answer

  Date: 04/26/2024

  I received the attached email from InCharge on 4/17/24.  As you can see in their email, they state "If you have not provided a signed authorization form, please do so to allow your creditors to communicate with InCharge".  This is the authorization form that I never signed or returned, so I am not sure how InCharge ever spoke to ***** to begin with.  

  Also, in the last response from InCharge, they say that my account with them has been closed, if that is the case, then why does the attached email say the following: "Please contact InCharge Debt Solutions within 5 days to resolve a pending matter regarding your *************** Program. You may contact us by visiting our website at www.incharge.org or ************************ at **************"?

  I would like confirmation that my account has in fact been closed by InCharge.

  Thank you,

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

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21473485
  
  I am rejecting this response because: I have just uploaded an email to BBB that I received directly from InCharge (I will also upload the email again here).  In the email it states "If you have not provided a signed authorization form, please do so to allow your creditors to communicate with InCharge".  The "authorization form" is the form that I never signed or returned, so I'm not sure how InCharge was ever able to speak with ***** to begin with.  Secondly, the email says "Please contact InCharge Debt Solutions within 5 days to resolve a pending matter regarding your *************** Program. You may contact us by visiting our website at www.incharge.org or ************************ at **************".  If my account was closed by ********************** as they state in their previous response, then why am I being asked to contact them?

  I need confirmation that InCharge has closed my account before I give my acceptance to BBB.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/01/2024

  May 1, 2024
  
  *************************
  *************************************************
  ******************
  
  Dear *****************************,
  
  We received an additional Better Business Bureau (BBB) response from you regarding the closing of your debt management plan (DMP) and a communication you received after your DMP was closed.     

  Your DMP account was closed on April 12, 2024, per your request.  I am attaching the closing letter that was mailed to your address on file for your records. 
  
  An email communication from InCharge was sent because your March 15,2024 draft for $661.00 was returned by your bank on March 21, 2024, as Customer advises not Authorized.  This payment was already disbursed to your creditor on March 20, 2024. This communication was sent in an attempt to make arrangements with you regarding this payment.    
  
  The Creditor Authorization letter is signed by our clients and is kept on file in the event the creditor requires the document to speak to InCharge.  As explained previously it does not activate your DMP.  Only accepting the Agreement can activate your DMP which would cause to submit a proposal to the creditor on your behalf to consider program benefits. 
  
  At this time, we are awaiting a response from the creditor to see if they can assist further and will inform you of any updates via your email address on record. 
  
  I sincerely hope this response brings clarity with your concern. If you have any questions,you may contact me directly at **************.  
  
  Best regards,
  
  *************************
  Manager of *********** Operations
  InCharge Debt Solutions
  CC#********

• Initial Complaint

  Date:11/01/2023

  Type:Customer Service 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.

  I never agreed to any kind of credit counseling, I made an appointment but no counseling session or any type of agreement took place and there are 2 hard inquiries on my account. One was from US Bank, the only other one that could've took place was from this business who I never agreed to any business with so one of their employees made a hard inquiry without me agreeing to anything.

  Customer Answer

  Date: 12/05/2023

  Issue resolved there was a misunderstanding, please remove this complaint.

• Initial Complaint

  Date:11/26/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up an account with Incharge and was informed on 11/7/22 that the creditor would not disclose my account information and that I needed to contact the creditor and if there was no change in 15 days that my account would be placed on hold and removed from the program. The 15 days would've been 11/22/22 but I was charged $75 on 11/23/22. I would like a refund because I don't even know where the money is going if my creditor would release any information and the account should've been removed.

  

  Business Response

  Date: 12/08/2022

  Contact Name and Title: *******************************, Quality
  Contact Phone: ********************
  Contact Email: *************************************
  Dear ******************,
  
  As we are in receipt of the complaint sent on your behalf by the Better Business Bureau, we would like to apologize to you for feeling concerned about the funds debited from you. After receiving your complaint, we conducted a review of your *************** Plan (***) to determine what transpired and to deliver you clarification. An attempt was made to resolve this with you however, we were unsuccessful in reaching you.
  
  The $75.00 fee you referenced was a one-time initial fee that was explained to you in your Client Agreement. I would like to report that this amount is scheduled to be refunded to you as a one-time courtesy. Please expect this payment in the form of a paper check that will be mailed to your address. Listed below is a summary of the results of our research.
  
  Our records show you enrolled into our *** on 10/31/2022 with one creditor account. Shortly following your enrollment, InCharge received an update that the creditor account you enrolled with, requires our proposal to be submitted to a local branch address, where the loan is located. Since we did not receive your signed Creditor Authorization Form, we were unable to speak on your behalf with the creditor. This resulted in a Proposal Response Notice being sent to you on 11/7/2022. In that notice, it advises that the creditor account may be removed from the *** in 20 days if there is no response. Therefore, the initial fee was debited because 20 days did not pass from the date of the debit. Your first payment's due date with us was set for 11/25/2022, 18 days after the Proposal Response Notice was sent to you.
  
  Attached to our response, is a copy of the $75.00 refund check voucher in addition to a copy of the Proposal Response Notice. A copy of your Client Agreement is also included, showing the one-time initial fee amount you agreed to.
  
  We are hopeful that this response resolves your complaint. Should you have any questions or require additional assistance, please do not hesitate to contact me.
  
  Sincerely,
  
  ****************
  InCharge Debt Solutions
  See Attachment/File: 4614638_CC Documents.pdf

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 08/30/2022, I sought assistance to start paying off credit card debt and get my life back on track. After a long battle with mental illness resulting in unhealthy spending, I finally got diagnosed and treated- so it was time to clean up the mess I'd made. I researched debt management companies as I wasn't eligible for a consolidation loan- which lead me to InCharge Debt Solutions. I contacted them, and signed all the necessary paperwork to get started. The agreement was that I would pay them a monthly fee, and they would disburse that money to each company.
  
  I was told over the phone that our timeline matched up so I would avoid a charge-off on Account A (the notice of the charge off sparked my motivation to get things under control). I was told via email (attached) that the proposal to that company had been accepted. I then received notice a couple weeks later that my *********** account had been charged-off.
  
  I paid them $584 total on 09/26/2022. My statement showed that $420 had been disbursed to Account B on 09/30/2022. I had $413 auto-drawn from my personal account with Account B, so I reached out to see if they had discussed this disbursement with InCharge. They advised they hadn't heard anything from them, but did send a request for a signed letter of authorization to them. As of yesterday 10/17/2022, they have not received that back from them.
  
  As it stands, the only place my money has gone and will go is their bank accounts- by definition, that is theft.
  

  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/10/27) */
  Contact Name and Title: Jayson W.
  Contact Phone: ********************
  Contact Email: ***********************
  Dear ****** *****
  
  We are sorry to hear about the obstacles you have faced which led you to seek assistance from our organization. InCharge Debt Solutions is not only dedicated to providing quality service to our clients such as yourself, but also to help and provide support. After receiving your complaint from the Better Business Bureau on 10/19/2022, additional research was conducted to resolve your concerns. Please see below a summary of our findings:
  
  **With regards to "Account A", your counseling call that took place on 8/30/2022, was reviewed. It was found that the counselor did review the delinquency status of this account and informed you that a proposal will be issued to the creditor for enrollment. After you enrolled into the DMP, a proposal was submitted to the creditor and on 9/3/2022, it was approved. However, the creditor communicated to us on 10/5/2022, that the account had reached a charge off status and had dropped from the DMP. Subsequently, a letter was sent informing you of the notification, along with a request to contact us. The reason we requested you to contact us was to attain your verbal authorization to speak with your creditors on your behalf so that we could continue to make payments towards your account. In addition, please note that, creditor charges, past due amounts, and credit reporting, are matters between you and the creditor. You may refer to your Client Agreement for clarification.
  
  **Regarding "Account B", it was found that a proposal and your creditor authorization form was forwarded to the creditor on 9/2/2022. The payment you made through InCharge, dedicated to this creditor was sent on 9/30/2022. Prior to the complaint you submitted to the Better Business Bureau, you emailed InCharge on 10/18/2022 inquiring about the payment and the proposal status. On 10/20/2022, it was found that the creditor could not confirm receipt of the correspondence or the payment. Therefore, as per your request, a stop payment was made to the funds we disbursed to your creditor and a refund of $420.00 was processed back to your bank account. As of 10/24/2022, this refund has processed and cleared to you.
  
  A copy of your Client Agreement, a copy of the refund letter for the $420.00 that was sent back to you, and a copy of "Account A's" proposal acceptance notice are all enclosed with this letter for your reference.
  We are hopeful that this response provides clarity to the concerns you have shared. Should you have any additional questions, do not hesitate to contact us.
  
  Sincerely,
  
  Jayson W.
  InCharge Debt Solutions
  Quality Improvement