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:08/31/2022

  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.

  Read that INCHANGE Debit Consolation, would pay off all your credit card with a loan and have one bill After Covid, all my cards were maxed out, but my payment history was perfect.
  "IN CHARGE DEBT CONSOLIDATION
  
  MY agent, said no problem, he would pay off my bill, and I would pay them for the next 5 years..I repeated that I didn't want a relief ... are you sure I am getting the loan?
  INCHARGE keeps saying "No problem,".
  
  Then he said" STOP PAYING THEM, WE WILL PAY THEM," I repeated
  "I HAVE A PERFECT PAYMENT HISTORY FOR THE LAST 6 YEARS" He
  repeated. "DON'T WORRY,".. I STOPPED PAYING THE BILLS,
  
  INCHARGE contacted the credit cards co by doing a debt relief, my account is automatically closed. I told them,I didn't want it closed, they said once an account is closed they can't reopen it, , if I pay off the balance , I could get another card . The payment history will show LATE PAYMENTS , PAID, CLOSED. By CREDITOR. this does not look good on CR
  
  called INCHARGE the agent who said " WE thought it was a better idea to do a debt relief" " I said, " that is not what I wanted. " I cancel my account
  
  my credit report shows LATE PAYMENTS, OVER LIMIT, CLOSED BY CREDITOR. AND TOO MANY LOAN INQUIRIES. Was rejected by everyone. INCHARGE not only
  ruined my credit, and my name but has put me in such a Financial hole, Hired
  Lexington Law couldn't open the accounts.
  
  Emailed CEO MS Money asked her to listen to the recording and hear
  HE LIED TO ME,
  
  Her response,,,"
  1, We don't give loans"... THIS IS A LIE Website said "we do debt consolation with or
  without a loan,'
  2, "You are not a client anymore you .canceled.....This is a CEO talking?
  
  3, File Bankruptcy ........on $7500 no way
  
  This has cost me at 77 a trip to the ER for stress sent her the report which she
  never acknowledge .. this is so emotionally stressful
  

  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/09/13) */
  Contact Name and Title: Jayson W., Quality Dept.
  Contact Phone: 407.291.7770 Ex.3363
  Contact Email: [email protected]
  Dear Ms. *******
  
  As we are in receipt of this complaint sent on your behalf by the Better Business Bureau, we are sorry that you are still dissatisfied after we attempted to find a resolution. Our intention is to always serve our clients with quality.
  
  Prior to your complaint submission through the Better Business Bureau, you forwarded InCharge and our CEO, a complaint with similar concerns on July 15, 2022. Following your correspondence, contact was made with you to discuss these concerns. We were able to successfully speak with you on August 3, 2022. To resolve your concerns, it was agreed to have you complete a new counseling session where we discussed your options. This counseling session was provided to you after you stated that you would still like help from our organization with repaying your debts.
  
  After you completed the counseling session on August 11, 2022, a new agreement was sent to you for re-enrollment. As of the date of this letter, we have not received a copy of that new agreement.
  
  A copy of the complaint you forwarded to InCharge in July is attached to this response, along with the response summarizing our findings.
  
  We are hopeful this information brings you clarity as we empathize with what you would like to achieve. Should you have any questions, please contact us.
  
  Best Regards,
  
  Jayson W.
  InCharge Debt Solutions
  Quality Department
  
  
  Consumer Response /* (3000, 7, 2022/09/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  When I initially signed up with this company, I asked repeatedly to NOT do debt relief, I wanted a consolidation loan and he said "no problem". A couple weeks later I found all my credit cards were closed, we spoke and they said this was a better idea but it is NOT what I wanted so I cancelled their service. I called multiple companies looking for assistance with this and in doing so ended up calling them again without knowing. They said they would help and never told me I had already been a client recently. When I realized they were the same company through bank withdrawals (which were not even labeled Incharge so I did not realize the withdrawal was from them).I had to cancel again. I am looking for help here and I feel I was somewhat deceived. Maybe they thought because of my age that I would not realize but I feel like I have been made a fool of. I am 77 years old and to navigate through all these debt assistance companies is not easy. I am trying to fix my credit and debt and in the process of contacting all these companies I have been insulted, age discriminated against and been made to feel stupid. I have been so distraught by all this that I have even been to the ER for stress related issues. By closing these credit cards without me knowing I have been through so much trying to rectify this with hours and hours of phone calls, accounts going to collections, and even worse credit rating. Now I find that even my car insurance has gone up because of my poor credit (please see attached file from insurance company explaining how my insurance rate is related to credit) I now want this fixed, I WANT MONETARY COMPENSATION to make up for the hours spent trying to fix this, stress and ER visits, and for ruining even further my credit!!!! I can not even open new credit cards now because they want all the money owed up front! If Mrs. Money had listened to the recording like I asked she would of heard the misinformation I received. This is the first time I have contacted the BBB.At one point I had to pay Lexington Law to try and help and they got back to me letting me know that they were unable to open the closed accounts but their back in my name (interest and all). I AM FURIOUS!!
  
  
  Business Response /* (4000, 10, 2022/09/21) */
  Dear Mrs. *******
  
  InCharge has provided you with all supporting documentation. This includes a copy of the Client Agreement explaining that we will not lend you money to repay your debts and your enrolled creditors may close. The documentation also included Statement of Payment Record, showing no funds was taken during the seven days you were enrolled.
  
  After you submitted the complaint to us internally in July and our CEO responded to you, you replied by stating that you had mistaken our organization with another company you sought out while searching for solutions to repay your debt. A copy of this has been attached for your reference. We understand that you are not satisfied with the information given, however, we stand by our initial response.
  
  Sincerely,
  Jayson W.
  InCharge Debt Solutions
  
  
  Consumer Response /* (4200, 12, 2022/09/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am working on a text in respond to In-charge
  statement but I will not advoid the truth

• Initial Complaint

  Date:08/16/2022

  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.

  Very disappointed 9 months with these guys I was making all my payments on time with 3 accounts at $70 a month started with them $2.500 in debt after 9 months $3.500 when I asked them why I was told that the banks didn't except there offer and they lost my bank account information well and then found out they missed 4 payments but still took my payments early how you figure these guys will lie to you till you turn blue and give you the runaround
  

  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/08/26) */
  Contact Name and Title: Jayson W./Quality Dept.
  Contact Phone:*********************
  Contact Email:************************
  Dear Mr.***********,
  
  This is in response to the Better Business Bureau complaint received on your behalf, dated 8/16/2022 regarding the Debt Management Program (DMP).
  
  We attempted to contact you to gain an understanding on the specifics of your dissatisfaction and to help you find a resolution, however, we were only able to leave you a voice message.
  
  We completed the research to address your concerns with creditors reflecting that your accounts are past due. Specifically, Genesis FS Card Services ending in 0128. Below, please see a summary of our findings:
  
  **The timeframe in which you were enrolled on the DMP is from 1/18/2022 to 8/15/2022. Your DMP due date is the 25th of each month, starting with the first payment in January. In total, you have made seven monthly payments.
  
  **Below is the outline of your program:
  ("Creditor Name: Enroll Date, First Payment Sent Date, Starting Balance, Balance at DMP Closure")
  1. Campus USA Credit Union: 1/18/2022, 1/28/2022, $867.00, Account removed on 2/2/2022
  2. Continental Finance: 1/18/2022, 1/28/2022, $771.61, $693.28
  3. Credit One Bank: 2/2/2022, 3/2/2022, $331.69, $192.97
  4. Genesis FS Card: 3/1/2022, 3/29/2022, $381.43, $529.34
  5. Genesis FS Card: 3/22/2022, 3/29/2022, $370.67, Account removed on 4/11/2022
  
  **It was not until 3/1/2022, that you added Genesis FS Card Services (0128) to the program on 3/1/22. The first payment disbursed to this account through the DMP was on 3/29/2022.
  
  **On 5/5/2022 you contacted the Client Services department about Genesis FS Card Services that payments were not being received by the creditor.
  
  **On 5/9/2022, we contacted the creditor and they confirmed that they are receiving the payments, however, the account reflects a $30 past due. The creditor indicated that they did not receive a payment from you in February, the month prior to the account being added to the DMP. An attempt to address this with you by our Customer Support representative was made, but they were not successful in reaching you and could only leave a voice message.
  
  **On 7/25/2022, you spoke with one of our Client Services representatives expressing concerns that your creditors were not reflecting the agreed upon terms of the DMP, creditors are posting payments late and that your Genesis had been consolidated with another account ending in*****. Research was initiated for you and on 8/11/2022, our Customer Support Representative attempted to provide you with the outcome, but they could only leave a voice message.
  
  **During the timeframe of 7/23/2022 through 8/2/2022, we also received messages you had left us through your I'm InCharge online account, expressing concern. An email was sent to you, requesting you provide us with the creditor's billing statement to understand what the creditor is reporting on it. We did not receive an email response from you; therefore, no additional research was completed thereafter.
  
  Since payments were made through the DMP to your listed creditors as agreed upon, no refund is warranted. A copy of your Client Agreement and Client Status Report, outlining the payments and disbursements to your creditors is attached for reference. Although you had closed your DMP with us on 8/15/2022, know that InCharge Debt Solutions is here to speak with you, should you have any questions. We are hopeful that our response provides clarity to what has transpired.
  
  Sincerely,
  
  Jayson W., InCharge Debt Solutions-Quality Department
  
  
  Consumer Response /* (3000, 7, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  But they were charging me for these accounts but not paying them but using the excuse in 9 months that the payments were being used as service fees
  
  
  Business Response /* (4000, 9, 2022/09/08) */
  Dear Mr.***********,
  
  Thank you for your response. Payments to your creditors were being made by InCharge as agreed upon. In our first response, a receipt was provided for your reference, showing all funds made by you. The title of this specific correspondence is called "Status Report." This outlines the monthly payments sent on your behalf to the creditors.
  
  We suggest that you review the creditors' billing statements during the timeframe in which they were enrolled, as you should see the payments made by InCharge have posted. If you would like to review the statements with us, feel free to contact us. We would be glad to help clarify and address any further concerns you may have.
  
  Regards,
  
  Jayson W.
  InCharge Debt Solutions
  Quality Department