Complaints

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

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  American Credit Card Solutions

  5275 Westview Dr STE 120 Frederick, MD 21703-8545

  
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  American Credit Card Solutions

  9201 Corporate Blvd, Suite 130 Rockville, MD 20850-6295

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:07/26/2023

  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 enrolled in the program in about a year or two ago. According to the representative I spoke with he explained that only the companies that I chose to enroll in the program with would be contacted. Ultimately I found out from a company that I've kept a good report with that they were informed I was in the program and could no longer work with me or communicate with me. I've emailed stating the urgency of canceling this program and taking the negative mark off of my name but have yet to receive a response. I need this resolved.

  

  Business Response

  Date: 07/26/2023

  We understand your frustration and apologize for any confusion. We regret to inform you that your program has been canceled due to inactivity. This decision was made after we noticed that you had stopped making program payments just two months after enrollment. We attempted to reach out to you, but received no response. It is important to note, we do not communicate with creditors not enrolled in the program. However, if a creditor is unwilling to communicate with you, please inform them that you have canceled the program. You can provide them with your Notice of Cancellation if they request documentation. To receive further assistance, kindly contact us at (877) 820-2957. Additionally, one of our customer support agents will reach out to you today to assist in resolving this issue.

  Customer Answer

  Date: 07/26/2023

  
  
  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:05/31/2023

  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 began the program in the summer of 2021 and during the first 6-12 months everything went smoothly. I was kept updated on any and all progress made and had 3 accounts settled and paid during that time. During 2022 I noticed a slight change in communication, but was in the process of job changes and needed to skip a few months here and there. I always messaged through the account portal and had the generally same generic reply. Never once was I told that skipping that payment would result in the loss of a settlement. In fact, unless I missed an email, I was never informed that settlements were lost. However, they were. In December of 2022 I received the first Warrant for Debt for accounts on my program. One of which ACCS knew about but didn’t inform me. Paperwork that I submitted through the portal went missing and I had to call several times weekly to get update and to see how things were going on the legal side. Fun fact, when you’re represented by a company like ACCS debt law firms WILL NOT speak to you. So I had to call and call to see what was happening. I could have settled these accounts better myself and actually did end up having to remove an account and take care of it myself because it was 2 days before the court date and ACCS had made no progress. I was told that the companies were “being difficult”. This has caused massive amounts of stress, especially during the holiday season.
  Trying to read and decipher transactions is difficult at best and in my review it seems I’ve also been paying hundreds of dollars in fees for a settlement that was lost. That money I put into the account was just gone. I’ve had snippy and snarky remarks from representatives about the lost settlements as well as generally being uninformed about my account as it seems there is no one person who oversees in. 2021 ACCS would have gotten an A, but 2023 ACCS would get a D at best. I would warn everyone I know to stay far away.

  Customer Answer

  Date: 05/31/2023

  I want others who may be looking into the program to be aware. I also want a better explanation of why fees were taken after a settlement was lost, but I was left uninformed. Due to how hard it is to read the transaction history I was under the impression that the fees that were being taken out were actually going to the creditor. 

  

  Business Response

  Date: 06/01/2023

  We're sorry you're dissatisfied with our service; however, we respectfully disagree with your review. Your payment history has been inconsistent since the first five months of your 42-month program in 2021, and payment consistency is crucial to success. We negotiated settlement payment plans for four of your debts in 03/2022, but they were lost when you failed to make your program payment the following month. We established new payment plans with your creditors in 02/2023 and 03/2023, but you have failed to make program payments since then. We've tried to contact you multiple times, but we need your help to keep your program on track. A representative will contact you today to review your account.

• Initial Complaint

  Date:05/30/2023

  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.

  We enrolled in ACCS about 2021, and things were going okay at first. There were a few times I had to reach out to skip payments because my mom was living with us (I was her caregiver) and we were experiencing financial bit after hit. The representatives I had spoken with were usually very short and rude to me but I left it alone. Fast forward to a few months ago, feb 2023 and my mom had passed away. In the process of cleaning up our current financial situation I’ve had to make the decision to completely stop utilizing accs until we were in a better position to do so. I tried to call someone and they had me on hold the first time for an hour until we got a generated message saying to hang up and they’d call us back. Nobody did. Then a week later I called, reached someone after being on hold for awhile and they said they’d have to call me back with someone who could better help. Nobody did. Then we receive messages saying our account is in jeopardy, and phone calls from them - I answer and the phone immediately hangs up. I keep getting “account in jeopardy” emails and just let it go thinking alright well it will handle itself. NOPE! Not only is our account “still in jeopardy”, but they OVERDRAFTED US twice causing us to not have our rent payment in a timely fashion for June 2023! I call and again reach nobody. They call and again once I answer, they hang up. I go to look at my “jeopardized account” and it’s saying they’ve received my payments. I feel like we are being scammed and I am regretting going with this company. All of the “settled” accounts are not reflecting in our credit scores either. It’s ridiculous and I would love to just go back in time and never sign up with this headache of a company.

  

  Business Response

  Date: 05/30/2023

  Thank you for taking the time to post a review. We understand this may be a difficult time for you, and we apologize for not meeting your expectations. Communication has been challenging as we have attempted to contact you several times without success. If you have had any trouble reaching us, we apologize. We acknowledge that you missed several payments; however, your program is still progressing. Some of your settlements are currently on active payment plans, which may explain why they still need to be reflected as paid off on your credit report. The most recent emails sent to you were regarding a returned payment in April and another payment made in May. We do not have any records of a double payment, but if you have documentation proving otherwise, please share it with us, and we will issue a refund. We aim to improve your financial situation and will do everything possible to assist you. A representative will contact you shortly to review your account.

  Customer Answer

  Date: 05/30/2023

  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. I am accepting the business's response to resolve this complaint. I request to remove my review of this company as the company responded in a timely and very clear, fair, concise and polite manner. 

• Initial Complaint

  Date:04/10/2023

  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 signed up with ACCS in December 2019. I originally enrolled several accounts, which they began "settling" in 2021. One of the first accounts they settled they made two small payments to and have not paid off. Of the remaining accounts, I withdrew one because the company offered me a direct settlement offer which I accepted. ACCS settled all the rest of the accounts except one, which had no settlement or active negotiations until I sent them a message that I was not sending them any more payments since everything settled had been paid. To date, they have taken more in fees than they have paid in settlements to accounts. They continue to push my final pay off date farther and farther out (which I have told them will not be authorized by me after April), taking fees each month even though they have settled nothing further and still have not paid off the very first, and small, account. I have e mailed themn multiple times and get nothing but double talk and reassurances that they are "settling" debts. I feel they were NOT honest and forthright about the amount they were going to charge in fees- NO fee unless or until we settle your debts I was told. Fees began with the first payment I sent. I feel they owe at last a partial refund of the excessive fees they have charged, as well as paying off the first small account they settled and have never paid off.

  

  Business Response

  Date: 04/12/2023

  Hello Ms. *****,
  
  We sincerely appreciate your feedback regarding our services. Your opinion is valued, and we certainly take your complaint very seriously. We go to great lengths to ensure that our clients understand our program clearly. It is correct that we do not earn our fee until we settle your accounts and we did not begin collecting our fee until the month after we achieved your first settlement. Additionally we have not taken more in fees than you have paid in settlements to accounts. Unfortunately several of your program payments were missed which resulted in the loss of settlements, this has prolonged your program. When a settlement is lost, all payments that have been paid towards that arrangement are instead applied to the account balance and/or interest and fees. We understand that this is a difficult time financially and that these things happen. Despite this, progress has been made and your program is nearing the end. A settlement has already been arranged for your final account and as a gesture of goodwill we are waiving our settlement fee for this, a savings of $365.00. Additionally, the final payment for the smaller account that you mentioned will be paid. All of your enrolled debts will be paid off and your program will be completed upon your final program payment this month.
  
  Thank you

  Customer Answer

  Date: 04/12/2023

  
  
  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:03/14/2023

  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.

  June 6, 2022 signed up for program, spoke with Doug B**** informed Mr. B**** this was my first-time doing debt consolidation. Debt amounts $9514, payment amount $211 monthly due to reduced income. When Mr. B**** and I spoke, he went over how the program worked but he left out one important thing. Negotiations with creditors does not occur until the draft from your personal account has been made ,That was not mentioned nor explained (this seems the most important part). Each draft goes into a holding account after their fees has been deducted, whatever those fees are. I was informed there was a loan that I should apply for that would move the process much faster. The loan that was suggested to me had unkind interest rates as well as longer terms. I choose not to apply for said loan. ACCS only settled 2 of my accounts over a few months. After viewing my transaction report within their intranet I see that fees has been debt from said account 20 times, twice a month. March 06, 2023, I contacted ACCS and withdraw from the program, but I was met with sarcasm. Signed release documents, I was told about one account that were in the middle of settlement, I informed to wait for amount needed I was promised a call back with that answer draft date moved, to 03/13/23. Call was not returned March 13, a draft was initiated and returned which resulted in an NSF fee charge on my account. I reached out to ACCS and again met with sarcasm; I requested a full closure of my account. I also requested the remaining funds to be returned. The rep informed me that a return would happen but later stated that refund would not be happing due to fees. Once again here we go with the fees. It seems those that lack financial education must pay more to build their credit. I feel I was taken advantage of when stepping into this program, things were not explained in detailed nor were they explained fully.

  

  Business Response

  Date: 03/21/2023

  We are sorry to hear that you were not satisfied with our service and we want to assure you that we take your complaint very seriously. We go to great lengths to ensure that our clients understand our program clearly from the start of enrollment. Upon thoroughly reviewing your claim, it appears there has been a misunderstanding of how our program works. Although we would love to be able to resolve all of your debt immediately, this just isn't realistic. We understand that this experience has caused you frustration and sincerely apologize for any inconvenience. Within the short time in our program, our team made significant progress toward resolving your debt. We are confident that if given the opportunity, we would have settled your remaining debt over the contractual term we agreed upon. We have contacted you and have withdrawn you from the program as requested. If you reconsider your cancellation, we would be happy to help you reach your goal of resolving your debt.

  

  Business Response

  Date: 03/31/2023

  Thank you for the opportunity to respond. We aim to help every client achieve financial freedom and provide full transparency of our program at the time of enrollment. This includes notification of all account and settlement fees, as well as the importance of on-time and consistent payments to be successful in the program. As requested, we would like to offer a refund of the settlement fees paid for our work. We have reached out previously to Antonio upon receipt of the original complaint. However, we encourage him to contact us if he still has questions or concerns.

  Customer Answer

  Date: 03/31/2023

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

• Initial Complaint

  Date:02/06/2023

  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.

  We began the debt program with American Credit Card Solutions in June of 2022. We enrolled 9 accounts in the program. Up until the end of December 2022, only one of the accounts had been settled. At the end of December two more accounts had been settled. During this time we have paid in more than $3,000.00 to ACCS of which $1,500.00 went to payments and $1,900.00 approximately went to fees which stated were to the creditor that the settlement was with. The amount of fees were extremely higher than what was being paid to the creditor. ACCS does not communicate well with their clients on progress of any of the accounts. They do not contact you in a timely manner to ensure good turn around time. We are highly disappointed. We knew there were going to be fees but not to the nature of what is being taken versus the amount going to the creditor. We have requested to cancel our account but when they call or leave a message to call back, they are always closed or do not answer. Our credit has decreased drastically being in the program and has hurt us tremendously. Four of the accounts that we had enrolled in the program have been written off and not settled or sold to another company. If have been with our consolidation companies in years past and they did not charge the fees like ACCS. I knew exactly what was going to the creditors and when something was settled or paid in full. Very disappointing to try to work on getting our credit on track when only it made it worse.

  

  Business Response

  Date: 02/09/2023

  We sincerely appreciate your feedback regarding our services. Your opinion is valued, and we certainly take your complaint very seriously. We go to great lengths to ensure that our clients understand our program clearly, and that reasonable expectations are set from the start. Upon thoroughly reviewing your file, it appears there has been a misunderstanding. The primary goal of our debt relief program is to resolve consumers' large quantities of unsecured debt over shorter lengths of time, in your case 36 months, than if attempting to pay it off on their own. Although we would love to be able to resolve all of your debt immediately, this just isn't realistic. Within the short time in our program, our team made great progress toward resolving your debt. The first settlement we achieved was for your largest account. Then the next two settlements were for rather large accounts as well. These accounts were settled for an average of 54%, representing significant savings for you. Over 50% of your total enrolled debt amount is accounted for by these three settled accounts. We are confident that if given the opportunity, we would have settled your remaining debt over the contractual term of the 36-month plan we agreed upon. We have contacted you and are returning your most recent program payment and canceling your program as requested. If you reconsider your cancellation, we would be happy to help you reach your goal of resolving your debt.
  
  
  
  - Sarah

  Customer Answer

  Date: 03/08/2023

  This is a followup to a previous complaint that we did not get to respond to. Complaint #********. It is regards to American Credit Card Solutions. We were not happy with the work they did to help with our credit situation. We had 9 accounts enrolled in their program. Only 3 of them were settled and only 1 of them that we were notified about. Several of the accounts were also charged off due to a settlement not being reached or the program not reaching out the the creditors to work out a solution. Debt programs that I have dealt with in the past worked with all creditors and then settled an amount with all of them and divided the amount to be paid. Once one account was paid in full, the amount was added to the other creditors. I understand this program evidently does not work that way. They charge more in fees than they did sending to the creditors. We would like to be refunded the amount in fees that were paid in by us.

   

  We would like to be reimbursed for the fees paid in to ACCS.

  

  Business Response

  Date: 03/15/2023

  Hello,

  Our goal is to help every client achieve financial freedom, and we apologize for not meeting your expectations. Our previous response aimed to address your concerns and demonstrate the progress made on your accounts in the short time you were enrolled in our program.

  In addition to previously refunding your most recent program payment, we would also like to offer a refund of 50% of the settlement fees paid for our work. We regret that you did not complete the program to see all of your accounts settled and the significant amount of money that would have been saved overall. 
  
  Once again, we apologize for any inconvenience caused and appreciate your feedback.