Complaints

This profile includes complaints for American Consumer Credit Counseling, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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American Consumer Credit Counseling, Inc. has 22 locations, listed below.

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• 

  American Consumer Credit Counseling, Inc.

  130 Rumford Ave Ste 202 Auburndale, MA 02466-1370

  
• 

  American Consumer Credit Counseling, Inc.

  100 Erdman Way Leominster, MA 01453-1804

• 

  American Consumer Credit Counseling, Inc.

  633 W 5th St 26th & 28th Floor Los Angeles, CA 90071-2005

• 

  American Consumer Credit Counseling, Inc.

  350 10th Ave Ste 1000 San Diego, CA 92101-8705

• 

  American Consumer Credit Counseling, Inc.

  50 N Laura St Ste 2500 Jacksonville, FL 32202-3646

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:06/23/2025

  Type:Order 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 was told when I signed up that if I needed to, I could take a month off with no penalty. As I didnt work in April, I still paid this. I didnt work in May and I asked to take that month off from paying this debt as I was told I could do when I originally signed up. I did return in June to work and because my pay doesnt come till the end of the month they said I missed a payment for over 30 days and let me go. However, I only missed a payment for 2 1/2 weeks in June. But they still said I couldnt continue in the program.

  

  Business Response

  Date: 06/24/2025

  We want to clarify that it is not our practice to
  deny clients the ability to continue in the program, and we make every effort
  to offer re-enrollment when possible—even after cancellation. We are happy to
  extend that opportunity to this client.
  
  At the client’s request, we reviewed all recorded
  calls. At no time did our representatives state that a payment could be missed
  without consequence. On the contrary, the potential impact of missed
  payments—including the risk of creditor action—was clearly explained during the
  calls and is outlined in the program materials provided.
  
  We empathize with the client’s situation and are
  committed to giving every client the best possible chance of success. As part
  of that commitment, we’ve taken additional steps to help maintain the client’s
  good standing with their creditors and have reached out to discuss continuing
  in the program.

• Initial Complaint

  Date:06/23/2025

  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 am trying to cancel this service and close my account. I've tried to call their *************** number a few times and have been on hold for at 30 minutes before I humg up. It's easy to get to their sales people- of course! But when there's an actual question about an existing account, they do not answer their phone or provide any service. This seems to be a scam! I just want my account cancelled & closed before it takes effect on July 1, 2025. At least I gave it a bit of time before it would start- so glad I did!

  

  Business Response

  Date: 06/24/2025

  We want to thank the consumer for their patience as this has gotten resolved. We can confirm that the account has been cancelled, and that we were able to speak to the consumer to confirm. There will also be an email / letter going out as an additional confirmation.

• Initial Complaint

  Date:05/31/2025

  Type:Sales and Advertising 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 am filing a complaint against this business because apparently I am listed as a joint owner on a credit account of my married adult daughter. I did not have knowledge of this account. My daughter and her husband utilized consumer credit counseling for their debt. This agency never contacted me to let me know I was listed as a joint owner on the account. I had no knowledge of my daughter and her family using this service until I received an email from ******* stating that my account was closed and three months past due. Well I didnt use consumer credit counseling and was unaware that I had an account which I am listed as a joint owner of this credit-account. I pulled my ********************** report and could see that it was going through some agency. I called my daughter she said yes they used consumer counseling. I called the credit card company, it took hours to pull up the information because I didnt have any information on the account. ******************************************************************** is apparently three months behind on the payments they are supposed to be making on this account and they never notified me that I was a joint owner on an account that they were handling. They never notified me that my name was going through this and my credit was going through this as a joint owner/co-signer. I pay all my bills on time.They never notified me I was listed as a joint owner but my daughter said she told them. I find this to be completely unethical and they didnt even pay her account for the last three months and she and her husband paid this company all the money to pay their accounts down. Most of all they never notified me that I was on this account, I was never given any information. It violated my daughter and her husbands privacy because I am drilling them for information regarding all of these details so their information that they were trying to keep confidential, now I know all about it because my name with this came up on the credit bureau. I need to be removed as a joint owner.

  

  Business Response

  Date: 06/04/2025

  Thank you for bringing this matter to our attention. We take all concerns seriously and appreciate the opportunity to respond.  Weve made an initial attempt to contact you and will continue to follow up in hopes of speaking with you directly to address your concerns.
  
  Please note that the account was established based on the information provided by your daughter and her husband at the time of enrollment. Because your name was not mentioned during the counseling session, we had no knowledge of your involvement or interest in the account.  As such, your name is not listed on the *** Program. We have listened to the recorded call to confirm this.  The *** Agreement that was signed clearly states the client is responsible for providing accurate information.
  
  It is important to clarify that all payments received in the program were disbursed to the creditors on schedule.  We are happy to send a statement showing all payments received and the individual disbursements to the creditors listed on the program,along with a copy of the *** Agreement, Notice of Cancellation Letter, and the final Cancellation Letter directly to your daughter, which she can share with you for your review.
  
  Regarding the impact on your credit report: If your name appears as a joint owner or co-signer on the underlying creditor account (outside of and unrelated to our program), we recommend contacting the creditor directly to address that matter, as it would be outside the scope of the *** your daughter and her husband enrolled in with us.  We understand the frustration of seeing unexpected activity on your credit report. However, we can confirm that our agency did not include you in the ***, and any impact on your credit report would be related to activity on the joint credit account opened with your daughter,not to our handling of the *** plan.
  
  Please let us know if you have any further questions. If you have additional concerns about your credit report, we recommend continuing to work with the creditor directly to have your name removed from the account if you are not a responsible party.
  
  Thank you again for raising your concerns and we hope this provided the needed clarification.

  Customer Answer

  Date: 06/10/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [I spoke with both my daughter and her husband. I spoke with consumer credit counseling as well I was advised that they did a word search or something on the intake call. I spoke with ***** at consumer credit counseling and he said that my daughter said I was on the ********** account not **************************. My daughter called you and left a voicemail we both called together. She did disclose that I was on this account. Her husband disclosed that I was on this account ******** ********************** account.
  ************** account that ******************************************************************** is saying that she said that I was on that information is completely false.

  her ********** card was in her own name I was never on that account however the main point being is the ********** account was never included in the consumer credit counseling program because ********** closed her account on or around the year of 2013 because she never used the card so it was closed for not being used.

  I request that you actually listen to the intake phone call not do a voice search based on words.

  My daughter left a voicemail for you to call her and she will be happy to discuss all of this.
  as an agency that specializes in helping people like my daughter fix her credit I find it grossly negligent that you failed to investigate the account all the accounts and verify who was on each account.

  it is your responsibility to listen to what she tells you and she was very adamant she said about disclosing me on her Care Credit account because she knows that I am extremely responsible with my credit. 
  again as an agency specializing in credit I find this grossly negligent on your part and I do not accept the explanation and I request that you please investigate this further as this is affecting my life and my credit score. Please just dont do a word search on a phone conversation. Please listen to any and all intake phone calls. I would also assume if you pulled her credit report as you indicated to me you would notice my name as a joint holder on her report.

   

   

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 06/11/2025

  
  To clarify, our team has listened to all recorded calls related to this ********** no point was it stated that the consumer was a joint account holder on the ************************** account.
  
  Its also important to note that while a credit report may indicate that an account is joint, it does not display the name of the joint account holder. Without our client specifically identifying a joint party, we would have no way of knowing this information.
  
  Weve spoken with the consumer on two occasions and have also made two attempts to reach our client directly. A call is scheduled with both parties so we can review our findings and address any remaining questions.

• Initial Complaint

  Date:03/31/2025

  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 am filing a complaint against American Consumer Credit Counseling. The sign up process was fine. After I signed up, I was told ******** had rejected my offer and that I should follow up with American Consumer Credit Counseling so they could send a second offer once the payment plan had expired. I reached back out in December once the payment plan with ******** had expired. It often takes months to hear back from American Consumer Credit Counseling. It took almost 2 months to hear back about adding another account. Calling often requires sitting on hold for extended periods of time or planning for the time difference since they operate on east coast hours. What's the point of offering email support?I can be contacted via email at *************************

  

  Business Response

  Date: 04/08/2025

  Since receiving the complaint, we have been in communication with the client to work to resolve the issues. The Discover proposal was delayed due to an ACCC oversight. To correct this, we sent $344 to Discover to make sure the account was brought current and to cover the interest that would have been saved had the proposal been sent timelier.

  We're sorry this occurred and empathize with the client's frustration. We're happy to report that we were able to secure the lowest possible interest rate that Discover offers to help the client get out of debt as quickly as possible.

  Customer Answer

  Date: 04/08/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  They fail to mention my credit score has been affected because of their error.  

  The only reason anyone followed up is because I filed the complaint. When I spoke with the previous person, none of these action steps were taken. 
  

  poor experience overall and I am looking to switch to another debt management company. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 04/14/2025

  We sincerely apologize for the inconvenience and frustration this situation has caused. We take full responsibility for the delay in sending the proposal and understand the impact it had on the clients credit score.
  Client satisfaction is a top priority for us, and we regret that we did not meet expectations in this instance. We reached out to ******** and acknowledged our error, requesting that they adjust the credit reporting. Unfortunately, they were unable to make any corrections. We understand how disappointing this is.
  While we cannot undo the reporting outcome, we want to reassure the client that consistent payments through the *************** Plan (DMP) will help the credit score recover over time. We are committed to supporting the client throughout the process.
  Additionally, we are reviewing our internal communication procedures, including email response times, to prevent delays like this from happening again. We never want a client to feel unheard or experience added financial stress because of our actions.
  

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Please **** as unanswered but that I am not happy with the resolution provided by the company. 
  

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:03/22/2025

  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 enter** a debt program with ACCC in March 2024 and sign** an agreement. Part of this agreement was that I would have $808 in my bank account every 4th of the month for them to ACH out and then to forward on to my 5 (now 3) creditors. I haven't been late a single month yet they have been late sending my payment to a creditor twice now. They are in breach of the agreement I sign** with them. When I sign** up for the program - as a matter of fact - they encourag** me to work with the creditor to push forward my payment due date to ensure on-time payments, yet ACCC is still late paying one creditor. When I was going through the program onboarding process with ACCC they told me my $808 would be ACH-** out of my checking account on the 4th of every month and that they would transfer my payments to the creditors on the 10th of every month (this delay was to ensure my payment clear** and ACCC receiv** all funds). It was only after I start** the program, when another late payment was sent to my Best Egg account, that they send a paper-check to Best Egg. Herein, they li** and weren't transparent about how they will handle my Best Egg account/payment. So now they can fall back on the excuse that these late payments are due to either weekend days or delay with the *****************. This is all unacceptable, unethical, and entirely lack** being truthful and forthcoming with important details when the agreement was draft** and sign**. And since Best Egg recalibrates my APR the moment my payment is process**, with ACCC being late I am paying a teeny bit more in interest. It might be a dollar or two a month, but it's the principle that matters most to me. And, it is nerve-wracking! ACCC seems to take pleasure in causing its clients stress as we are worri** about timely payments and our credit scores. I have a perfect record with the credit bureaus - never a delinquent or late payment - yet ACCC is putting all of this into jeapordy, and it is causing me a TON of stress every mon.

  

  Business Response

  Date: 03/27/2025

  Were sorry that this situation has caused you stress. Youre correct, two payments were posted by your creditor a day late, however, both payments were disbursed by ACCC on time. We called your creditor and confirmed that you remain in good standing and there has been no negative impact to your account. In order to avoid this situation in the future, we would be happy to adjust your payment schedule and disburse a few days earlier.
  

  Customer Answer

  Date: 03/27/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:10/25/2024

  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.

  Back in June of this year, I realized my credit card bills were going to become insurmountable if I didnt find a solution. I didnt want to burn my creditors, and found that ACCC was a highly rated alternative. I called them while all my payments were still current and not behind, and explained my situation. I ***eatedly explained how critically important it was to me to maintain my onetime payments. I was reassured that even though I was entering into a debt management plan, and that whilst my credit may still take a hit, I would be able to maintain my on time payments. Thinking I had finally found the answer to all my problems, being promised a single payment a month, and with reduced interest rates, I eagerly signed up. Everything seemed to be growing great until Hurricane ****** arrived and completed wiped out my current source of income. After waiting on hold for about 30 minutes, I finally reached an ACCC *** to inquire about a single month payment deferment due to loss of income. I was informed that they cannot do this for me, but that they would modify my monthly withdrawal for any creditor that would agree to defer. As I went through my creditors, getting permission to defer, I was informed by one creditor(Capitol One,). That I am more than 3 months in default due to insufficient payment from ACCC. 10 years of on time payments, never missing a single payment, completely gone and wrecked because of ACCC. Was denied for a refinance, specifically pointing to my credit score that was 15 points shy because of being behind on a. Credit card balance that ACCC was supposed to have taken care of. I will never do business with this company again. I dont make a lot of money, and used to find comfort in the fact that my bills are paid. ACCC ruined my entire credit history as an adult, and it will be years before I can recover even if its paid back in full. ***** this company at ALL costs! They promise the world, and deliver mediocrity.

  

  Business Response

  Date: 11/04/2024

  We understand the clients frustration with the situation and we apologize for any miscommunication. ACCC has made all payments on time as agreed. The discrepancy occurred because the payment date the client signed up for was too close to the creditors billing date.We are working on behalf of the client to see if *********** can make an adjustment. We have also offered to change the clients payment date so that these issues will not happen moving forward, and so the payments post well before the closing date.

• Initial Complaint

  Date:09/02/2024

  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.

  The company keeps calling my number on different lines 3-4 times per day. I have asked so many times to remove me from their mailing list and they wont leave me alone. I cannot get them to stop harassing me. I never looked into their business nor given them permission to contact me.

  

  Business Response

  Date: 09/03/2024

  Hello Ellayna, thank you for reaching out to ** regarding this matter. We have searched our records and do show that we spoke with you back in March of 2020. At that time, you and your husband decided not to proceed with our services and as a result we placed your file in a no contact status. We would only reach out to someone, again, if they changed their mind and called us back to proceed, either by phone or an online application. We do not cold call anyone soliciting any information from them, in general, also including if they are no longer interested in our services. We suspect there is a scammer using our reputable name as a way to try and solicit personal information out of unsuspecting consumers. We're so sorry this happened to you and apologize for any inconvenience. However, we can assure you that we weren't the ones that have continues to contact you. And we, thank you, again, for bringing this to our attention.

  Customer Answer

  Date: 09/04/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I do not accept this response. If there is record of us speaking, I would like some proof that shows my contact information in their system or recordings of our conversation. If scammers truly are contacting unsuspecting customers, there must have been a data breach with the company. What are the chances of them randomly pulling up my number from a company I supposedly spoke to four years ago. If that is the case, there is a data breach.  This explanation does not make any sense. I have no reason to have contacted a debt consolidation company. I would like proof of this past conversation to know for sure. 
  

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Ellayna

   

   

  

  Business Response

  Date: 09/10/2024

  I would be happy to set up a call to discuss your complaint and share the details requested.  I want to assure you that ACCC has no ability to call from different phone numbers, which is one of the signs of a scammer.  We have a local and a toll-free number on our website and there are no other numbers used.  We have not had a data breach.  We are periodically contacted by consumers that we never spoke to before describing this same situation of being called from random numbers multiple times per day.  I can assure you that it is not coming from ACCC.  We are equally frustrated with this and have filed complaints with the *** to no avail.  I understand your frustration.  Please give me a call and I can answer any questions you may have.  You can reach me directly: ****** ********, Vice President, Governance at ******************* or email me at **********************************************************************************************************.   

• Initial Complaint

  Date:01/26/2024

  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 signed up with this company in May and have made timely payments every time. Yet I am still receiving calls, letters and emails from the creditors enrolled in this program. Now several are sending charge off notifications. When I inquire they are not even aware I am enrolled. This is a scam that destroys your credit rating while taking the money that could be used to pay charge off amounts.

  

  Business Response

  Date: 02/06/2024

  We want to thank our client bringing this to our attention.  Upon investigation, we learned that this was an error on the creditor side, which we immediately escalated on the clients behalf.  We are happy to report that the creditor fixed the problem and the clients accounts have all been returned to current status.   We appreciate the clients patience and we encourage all of our clients to monitor their statements and report any issues promptly, so that we can work with the creditors to quickly resolve any issues.

• Initial Complaint

  Date:11/15/2023

  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 was referred from one of my loan accounts to consolidate some of my cards. I was on the phone for only 8 minutes the whole time the agent interrupted me the whole time. He would ask questions and while I'd be answering he would interrupt me. When I asked him to please stop and to transfer me to someone else he blamed it on the phone delay. When he asked what he could do I started to replay and he interrupted me again

  

  Business Response

  Date: 11/16/2023

  Were sorry this clients interaction with ** was not what she hoped it would be. We listened to the recorded call and did hear a technical problem causing lag in the conversation, which gave the impression that the counselor was interrupting the client. He did try to apologize to the client and explain the issue, but he should have honored the clients request to speak to someone else. We understand it is difficult for clients take this first step and we want them to build a strong connection with our counselors.This standard was not met in this case. We will be escalating the issue to our IT department to make sure this doesnt happen to anyone else.

• Initial Complaint

  Date:08/01/2023

  Type:Sales and Advertising 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.

  Ok I called these people cause I had a personal loan that went to collections and on the website they clearly say that work with people who have personal loan debt. When you search they clearly show up under that caption. But the minute you call and waste almost 30 minutes of your time waiting to speak to a representative. Your finally informed that they don't work with personal loan debt cause they say banks don't work with them. Funny you say that if it's in collections it's no longer with a bank. But ok. So then I said next if you do credit card debt most of those are backs too. So I'm confused cause you work with credit cards that come from banks but not personal loans. If you don't provide the service why are you advertising you provide the service when you don't

  

  Business Response

  Date: 08/02/2023

  Were sorry that this client had a negative experience when speaking to our representatives. We always try to provide the best possible service to everyone that calls in.
  
  Personal loans are handled on a case-by-case basis, because not all creditors offer benefits in a *************** Program.  The reason for this is that many personal loans have a signed contract with terms that cannot be altered. Because of this uncertainty, we always encourage clients to call in to get more information on their specific loan.
  
  We listened to the recorded call between this client and our representative. We acknowledge that our counselor could have done a better job at probing for more information on the loan and then communicating the explanation to the client.  If the loan had gone to collections, we *** have been able to assist. We want to be upfront with clients about debts that *** not work with a debt management program so that expectations are set properly at the start.  We will review the language on the website to add clarity for consumers moving forward.
  
  We appreciate the clients feedback and will work to address improvements in the process.