Business Profile

Credit Cards and Plans

CardWorks Servicing LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Cards and Plans.

Complaints

This profile includes complaints for CardWorks Servicing LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

70 total complaints in the last 3 years.
18 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/22/2023
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 had a Nationwide card (original account #********************************* and I got behind and settled with ****** ********** to pay $x for 12 months and the debt would be settled. My file number with ****** ********** is ****************. I called and made a payment over the phone about two years ago. The lady I spoke with said it was my last payment and that a receipt would be sent. I got busy and forgot about it; they called and said that she was wrong and I still had one payment left, but then expected me to pay even more. Their customer service representative told me it was my last payment, so I believed it was. Now they are still posting information on my credit report and expecting me to engage in another payment settlement. I have attached a photo from communication from June 2023. Unfortunately, weve moved and I cant access my old bank account to see the monthly amount. I would like to make the last agreed upon payment and receive a receipt showing the account has been settled and have it removed from my credit reports. Thank you for your assistance in this matter.
Customer Answer
Date: 01/16/2024
Better Business Bureau:

At this time, I have not been contacted by CardWorks Servicing LLC regarding complaint ID ********.

Sincerely,

***********************
Business Response
Date: 01/16/2024
Our records indicate that the customer's account was opened with Nationwide with an electronic application and subsequently used for purchases. Due to non-payment, the account charged off with an outstanding balance. Subsequently, ******************* became the owner of the account and ********************, LLC, was contracted to collect on the outstanding balance.

The customer accepted a settlement arrangement to pay a portion of their balance. As the customer's final payment was never received,the settlement was broken. We have no record of a representative advising the customer that their most recent payment satisfied their settlement, nor of an outbound call advising the customer of a representative error, as indicated in the complaint. The customer subsequently accepted a new settlement for less than the full balance, but no payments were ever received. As such, the customer remains responsible for the full balance.

Please note that ****** ********** is a third party collection agency contracted by the creditor to collect on the balance. ****** ********** is not a creditor and is not responsible for the reporting of the account to the ********************** ******************* We recommend that any credit reporting inquiries be directed to *******************.

Thank you for the opportunity to respond.

Sincerely,

****** **********
Customer Service

********************
*********************************************
*** *****
*********** ** *****
Customer Answer
Date: 01/16/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
The customer service representative that I spoke with on the day of my last payment told me that it was my final payment. I even said that I thought I had one more and she assured me I didnt and that a receipt would be mailed out. Months later after realizing I never received a receipt, I contacted them and was told I would need to pay additional amounts beyond the last payment. I would have made another payment was it not for their representative stating my payment was the last one needed. If they go back to my last payment phone recording, they will hear her state that my payment arrangement was fulfilled. Im happy to make my last payment and finish my original payment arrangement. I shouldnt be penalized for a mistake on their end.

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

Business Response
Date: 01/30/2024
As previously advised, the customer's account charged off due to non-payment and ****** **********, LLC, was contracted to collect on the outstanding balance. The customer subsequently accepted a settlement arrangement to pay a portion of their balance. As the customer's final payment was never received, the settlement was broken.

Please be advised that per policy, call recordings are retained for two years only. We have confirmed that recordings of the calls within the period referenced in the customer's complaint are no longer available. We have no record of a representative advising the customer that their most recent payment satisfied their settlement, nor of an outbound call advising the customer of a representative error, as indicated in the complaint.

The customer subsequently accepted a new settlement for less than the full balance, but no payments were ever received. As such, the customer remains responsible for the full balance.

Please note that ****** ********** is a third party collection agency contracted by the creditor to collect on the balance. ****** ********** is not a creditor and is not responsible for the reporting of the customer's account to the ********************** ******************* We recommend that any credit reporting inquiries be directed to *******************.

Thank you for the opportunity to respond.

Sincerely,

****** **********
Customer Service
Initial Complaint
Date:12/14/2023
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 deeply concerned about the sharing of my nonpublic information with credit bureaus and the resulting inaccuracies on my credit report. This situation has caused significant financial and emotional distress.Under 15 USC **** Section 602, I have the right to financial privacy, and I expect my information to remain confidential.Furthermore, 15 USC **** Section 604(a)(2) states that a consumer reporting agency cannot furnish account information without my written instructions, which I have not provided.I have identified inaccuracies on my credit report from CCHOLDINGS, impacting my financial well-being. I request these inaccuracies be corrected promptly.Lastly, please remember 15 USC 1666(b), which prohibits treating payments on a credit card account as late under certain circumstances.For reference, my account details are as follows:Account Number: ****************I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws regarding my information.Failure to address these issues may compel further legal action. I anticipate your prompt response and resolution to these concerns.Thank you for your immediate attention to this matter.Sincerely,*******************
Business Response
Date: 12/26/2023
We are in receipt of your correspondence dated and received on December 14, 2023, regarding the above-referenced account for our customer ***********************
Our records indicate that the account was opened with ******************* via an electronic application. Due to non-payment, the account charged off with an outstanding balance. At charge-off, CW Nexus Credit ************* Trust I became the owner of the account. Subsequently, the customer accepted a settlement offer, and upon receipt of their payment, the account status was updated to settled in full, was a charge off and was reported as such.

We received the customers Automated Consumer Dispute Verification forms (ACDVs) filed through the credit bureaus disputing the reporting of the account and claiming identity theft. In each instance, the account was reviewed, and responses were provided directly to the consumer reporting agencies confirming that the account is reporting accurately. The identity theft claims were denied based on the results of our investigation and the account information that matches the customers personal details.

The Fair Credit Reporting Act (FCRA) requires that, as a furnisher of information to consumer reporting agencies, we report accurate information regarding a consumers account history. We have reviewed the account and determined that the information reported was complete and accurate as of the date(s) we furnished it. As such, in the absence of additional facts,we will not change the reporting of the account to the ********************** reporting agencies.

A letter with additional details was sent directly to **********************.

Thank you for the opportunity to respond.

CW Nexus Credit ************* I, LLC, as administrator
Customer Service Department
Initial Complaint
Date:12/05/2023
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 received a letter from a ***************** called Carson ***** Field stating that i owe ******* to a bank calle Ally . Never heard of that bank until yesterday . I called the online Bank they doni have any record of me
Business Response
Date: 01/02/2024
We are in receipt of your letter regarding the complaint (#********) filed with your office by *************************. We have updated the account to reflect the customers request to receive no further communication.
Carson Smithfield, LLC is a third party collection agency contracted by Ally Lending to collect on outstanding installment loan balances.Ally Lending remains the owner of those installment loan accounts.

The records that Carson Smithfield, LLC received from Ally Lending indicate that this loan account was initiated with Ally Lending to be used for services with ************************************ As no payments were received, the account became past due and charged off with a balance. The account was then placed with Carson Smithfield, LLC for collections, and a letter was sent to the customer regarding a settlement offer.

We recently received an inbound call for this account;however, the caller declined to provide information to verify their identity,and therefore, no account details could be provided.

As the complaint indicates that the customer is not familiar with this account, their concerns were forwarded to Ally Lending to be reviewed for identity theft. For further information, we recommend contacting Ally Lending directly at PO Box ****, ************, ** 11804.

Thank you for the opportunity to respond.

Sincerely,

Carson Smithfield
Customer Service
Initial Complaint
Date:10/31/2023
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 a credit card account with **** ****************** and I also pay my rent through the **** company and receive reward points for doing so. On October 1, 2023 I attempted to pay my rent through the **** rent portal and was unable to do so because my credit card bill reported a negative balance caused by a charge in the amount of $2996.32. This amount is the exact amount of my September 2023 rent, and instead of crediting it to my rewards account, they listed it as a charge to my credit card. I contacted **** about the issue that day and received an email from ******************** of the **** Rewards Support team stating that she had corrected the error and adjusted my credit card balance. On October 30, I saw on my October credit card statement, a negative balance caused by a charge on September 28, 2023 in the amount of $2973.23 as a BPS Bilt Rewards. This amount is the same as my rent that I paid in August 2023 through the **** rent portal and instead of applying the amount as a reward, they applied it to my credit card as charge. I contacted the credit card rewards department and the credit card department and did not receive any help. The rewards team referred me to the credit card department and the credit card department said that I had to talk to "Corporate" because it looked like an accurate charge. I need to have this corrected because **** is demanding that I pay $3112 by November 21 due to error that they won't correct. My credit card number is *******************, exp, ******
Business Response
Date: 11/16/2023
We are responding to the complaint dated October 31, 2023,from our ************ Card customer ***************************, on behalf of BILT.

Our records indicate that the account was inaccurately charged from the customer's rewards program. Subsequently, the account was adjusted to correct this error and a notification was issued to the customer.

A second inaccurate charge was made to the account from the customer's rewards program. As no payment was received by the customer's due date, a late fee was assessed to the account. The customer's statement was issued reflecting the inaccurate charge.

The customer contacted our *************************** regarding the increased balance. Our representatives accurately submitted an adjustment request on the customer's behalf. Subsequently, the account balance was corrected. As a courtesy, we have waived the aforementioned late fee.

Thank you for the opportunity to respond.

Sincerely,

BILT
Customer Service
Initial Complaint
Date:10/24/2023
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 not liable for the debt with CW NEXUS CREDIT CARD HOL. I do not have a contract with CW NEXUS CREDIT CARD HOL, they did not provide me with the original contract as I requested.
Business Response
Date: 11/02/2023
RE: Reference ID: ** *****************************

Dear Sir or Madam,

We are in receipt of your correspondence dated October 24,2023, regarding the above-referenced account for our ********************** *************************************

Our records indicate that the account was opened with ******************* with an electronic application. The application does not include a handwritten signature. In accordance with the Electronic Signatures in Global and National Commerce (E-SIGN) Act, an electronically submitted signature,contract or other record relating to such transaction is valid and enforceable and may not be denied legal validity solely because an electronic signature or electronic record was used in its formation.

Subsequently, the account was used for purchases. Due to non-payment, the account charged off with an outstanding balance. At charge-off, CW Nexus Credit ************* Trust I became the owner of the account.

We received the customer's Automated ********************** Dispute Verification (ACDVs) forms filed through the Consumer ****************** (CRAs)claiming identity theft and disputing the reporting of the account. In each instance, the account was reviewed. Based on the results of our investigation,the identity theft claims were denied as the account information matches their personal details, which includes their name, date of birth, social security number, address on file, address on the application, email address, and phone number. As such, responses were provided directly to the CRAs confirming that the account is reporting accurately.

Upon receipt of the customer's complaint, we conducted an additional investigation regarding their claim of identity theft. We subsequently sent a letter to the customer's address on file advising that their claim was again denied based on the above outlined investigation.

The Fair Credit Reporting Act (FCRA) requires that, as a furnisher of information to consumer reporting agencies, we report accurate information regarding a consumers account history. We have reviewed the account and determined that the information reported was complete and accurate as of the date(s) we furnished it. As such, in the absence of additional facts,we will not change the reporting of the account to the ********************** reporting agencies.

Thank you for the opportunity to respond.

CW Nexus Credit ************* I, LLC, as administrator
Customer ******************
Initial Complaint
Date:10/11/2023
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 am not liable for this debt with *******************.I do not have a contract with this collection agency trying to collect and report to my credit report.They did not provide me with the original contract as requested. I demand that this account be removed from my credit report.
Business Response
Date: 10/26/2023
We are in receipt of your letter regarding the complaint (#********) filed with your office by **********************************
Our records indicate that the customer's account was opened with ******************* with an electronic application. The application does not include a handwritten signature. In accordance with the Electronic Signatures in Global and National Commerce (E-SIGN) Act, an electronically submitted signature, contract or other record relating to such transaction is valid and enforceable and may not be denied legal validity solely because an electronic signature or electronic record was used in its formation.
Subsequently, the account was used for purchases. Due to non-payment, the account charged off with an outstanding balance. After charge-off, ****** **********, LLC, was contracted to collect on this balance and the customer accepted a settlement arrangement. Upon receipt of the customer's subsequent agreed-upon payments, the account was accurately updated to Settled for less than the Full Balance, was a Charge Off.
Please note that ****** ********** is a third party collection agency contracted by the creditor to collect on the balance. ****** ********** is not a creditor and is not responsible for the reporting of the account to the ********************** ******************* We recommend that the customer direct any ********************** reporting inquiries to *******************.
Thank you for the opportunity to respond.
Sincerely,

****** **********
Customer Service

********************
******************************************
*** *****
*********** ** *****
Initial Complaint
Date:09/14/2023
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 reaching out as my certified letter was ignored. I am trying to request a settlement of the account. Please respond to my letter in writing so that this may be handled.
Business Response
Date: 09/28/2023
We are in receipt of your correspondence dated September 14,2023, regarding the above referenced account for our ********************** *******************
Our records indicate that the account was opened with ******************* with an electronic application. Subsequently, the account was used for purchases. Due to non-payment, the account charged off with an outstanding balance. At charge-off, CW Nexus Credit ************* Trust became the owner of the account. As no further payments have been received, the balance remains the same.
Subsequently, we received the customer's correspondence requesting a settlement and removal of the account from reporting. The request was accurately forwarded to our third party collection agency for handling.Please be advised that we do not delete a trade line in exchange for payment or settlement on an account.
We received the customer's Automated ********************** Dispute Verification (ACDVs) forms filed through the Consumer ****************** (CRAs)disputing the reporting of the account. In each instance, the account was reviewed and responses were provided directly to the CRAs confirming that the account is reporting accurately.
The Fair Credit Reporting Act (FCRA) requires that, as a furnisher of information to consumer reporting agencies, we report accurate information regarding a consumers account history. We have reviewed the account and determined that the information reported was complete and accurate as of the date(s) we furnished it. As such, in the absence of additional facts,we will not change the reporting of the account to the ********************** reporting agencies.
Thank you for the opportunity to respond.
Sincerely,

CW Nexus Credit ************* 1, LLC, as administrator
Customer Service Department
Initial Complaint
Date:09/12/2023
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.
CW NEXUS CREDIT CARD reporting as CHARGE OFF, as of 9/10/2023 as reported by Equifax for rental application.I have NO idea who this company is. I have no way of contacting them.
Business Response
Date: 09/22/2023
We are in receipt of your correspondence dated September 12,2023, regarding the above referenced account for our ********************** **************************************
Our records indicate that the account was opened with ******************* with an electronic application. Subsequently, the account was used for purchases. Due to non-payment, the account charged off with an outstanding balance. At charge-off, CW Nexus Credit ************* Trust became the owner of the account. As no further payments have been received, the balance remains the same.
The Fair Credit Reporting Act (FCRA) requires that, as a furnisher of information to consumer reporting agencies, we report accurate information regarding a consumers account history. We have reviewed the account and determined that the information reported was complete and accurate as of the date(s) we furnished it. As such, in the absence of additional facts,we will not change the reporting of the account to the ********************** reporting agencies.
Thank you for the opportunity to respond.
Sincerely,

CW Nexus Credit ************* I, LLC, as administrator
Customer Service Department
Customer Answer
Date: 09/24/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
I do not know who ******* *** is. I need more details.

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

Customer Answer
Date: 11/02/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I receive in the mail some statements for the account but with only balance information, NOT prior purchases. I still do not recognize the name of the original company. I need a statement with the purchases so that I can verify I opened this account and it is mine.
***********************************

Business Response
Date: 11/07/2023

RE: Reference ID: ** ***************************** - Rejection
***************************************

Dear Sir or Madam,

We are in receipt of your correspondence regarding the above-referenced account for our ********************** ***************************************
The customer's account was opened with ******************* with an electronic application. Due to non-payment, the account charged off with an outstanding balance. Upon charge off, CW Nexus Credit ************* Trust became the owner of the account.

A letter with additional details and additional validation documents was sent directly to ***************************************

Thank you for the opportunity to respond.

CW Nexus Credit ************* I, LLC, as administrator
Customer Service Department
Initial Complaint
Date:07/14/2023
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 writing to file a formal complaint against CWS/NEXUS regarding their lack of response and failure to verify Metro 2 compliance. On May 22nd, 2023, I sent a certified letter to CWS/NEXUS, in reference to an account that appeared on my credit report. The purpose of my letter was to request verification of the account's Metro 2 compliance. However, to date, I have not received any response from CWS/NEXUS, nor have they provided the requested verification. Despite allowing ample time for their response, well over the 30-day **** since my initial request, I have not received any communication or validation from CWS/NEXUS regarding the account's compliance with Metro 2 requirements. This lack of response is concerning and raises doubts about their adherence to consumer protection regulations. I am deeply concerned about the potential violations of consumer rights and the impact on my creditworthiness. As a consumer, I have the right to receive accurate and verifiable information about any accounts listed on my credit report. The failure of CWS/NEXUS to respond and verify Metro 2 compliance raises questions about their compliance with applicable laws and regulations.Requesting CWS/NEXUS to delete negative information and cease reporting on disputed account to ********************** bureaus. Failure to validate account and respond in time for compliance. Cease reporting prevents credit harm. Impose penalties and measures if laws violated. Seeking Better Business Bureau for help for fair treatment.
Business Response
Date: 07/28/2023
We are in receipt of your correspondence dated July 14, 2023 regarding the above referenced account for our ********************** ********************************
The account was opened with an electronic application. The application does not
include a handwritten signature. In accordance with the Electronic Signatures in
Global and National Commerce (E-SIGN) Act, an electronically submitted signature,
contract or other record relating to such transaction is valid and enforceable and may
not be denied legal validity solely because an electronic signature or electronic record
was used in its formation.
Subsequently, the account was used for purchases and payments were applied to the
balance. Due to non-payment, the account charged off with an outstanding balance.
After charge-off, the account was placed with third party collection agencies for
servicing. As no further payments were received, the balance remains the same.
We received the customer's Automated ********************** Dispute Verification (ACDVs)
forms filed through the Consumer ****************** (CRAs) claiming identity theft
and disputing the reporting of the account. In each instance, the account was
reviewed. Based on the results of our investigation, the identity theft claims were
denied as the account information matches the customer's personal details, which
includes their name, date of birth, social security number, address on file, address on
the application, email address, and phone number. As such, responses were provided
directly to the CRAs confirming that the account is reporting accurately. We received
the customer's previous direct dispute and issued our response validating the debt as
requested.
The Fair Credit Reporting Act (FCRA) requires that, as a furnisher of information
to consumer reporting agencies, we report accurate information regarding a
consumers account history. We have reviewed the account and determined that the
information reported was complete and accurate as of the date(s) we furnished it. As
such, in the absence of additional facts, we will not change the reporting of the
account to the ********************** reporting agencies. While we report accurate information,
the way in which this information is displayed is at the discretion of the CRAs.
A letter with additional details was sent directly to ********************************
Customer Answer
Date: 07/28/2023
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because
Dear Sir/ma'am,
In response to your correspondence dated 07/28/23 via BBB regarding the above-referenced account for Me (*******************************). However, I still have serious concerns regarding the reporting of this account, from Card work/ aka CW NEXUS.
I must express my disappointment in your failure to respond to my previous certified mail Debt Validation letter, which was sent on May 22nd, 2023. Despite my efforts to address this matter through certified mail, I did not receive any response or acknowledgment from your company. It is possible that the response was sent to an incorrect address, as the address used for the original debt may not be mine. This situation further adds to my concerns about the accuracy and handling of my personal information.
The Debt Validation letter was intended to verify the accuracy and validity of the reported debt and to ensure compliance with my rights as a consumer under the Fair Debt Collection Practices Act (FDCPA). However, without receiving a response from your company, I am left without the necessary information to address and resolve this matterMoreover, I am deeply concerned that your company's actions may be violating privacy act laws, as it appears that the account information has been incorrectly associated with my identity. This erroneous association has resulted in an unjust negative impact on my credit report, causing denials from lenders and hindering my ability to access credit on fair terms.
As a result, I insisted on the following actions:
Debt Validation: I requested an immediate and thorough validation of the debt in question. I asked to please provide all relevant documentation, including a copy of the original signed agreement, a detailed account statement, and a breakdown of the charges. As a consumer, I have the right to request and receive validation of the debt under the FDCPA.
Investigation of Dispute: In addition to the debt validation, I requested a comprehensive investigation into my dispute regarding the reported information on my credit report. This investigation should encompass a thorough review of the account, the verification process, and the information reported to the credit reporting agencies.
Compliance with FCRA and Privacy Laws: It is my understanding that the Fair Credit Reporting Act (FCRA) mandates furnishers of information to consumer reporting agencies to report accurate information regarding a consumer's account history. Additionally, I expect your company to fully comply with all relevant privacy act laws to protect consumers' sensitive information. If the investigation reveals any inaccuracies, discrepancies, or violations, I insist that you take immediate action to delete and cease all reporting information with all relevant credit reporting agencies and ensure strict adherence to privacy act laws.
Furthermore, I would like to make it clear that if this matter is not resolved satisfactorily and in compliance with applicable laws, I am prepared to report this company's actions to the Consumer *************************** (****). The **** serves as an important resource for consumers like myself, and I am committed to protecting my consumer rights and ensuring the enforcement of fair and lawful practices within the financial industry.
I expected a prompt and comprehensive response within the 30-day timeframe stipulated by the ***** I would also appreciate timely updates regarding the progress of your investigation.
Failure to address my concerns and provide a satisfactory resolution may result in further actions to protect my consumer rights and report the matter to the appropriate regulatory authorities.
I trust that you will take my concerns seriously and undertake all necessary steps to resolve this dispute promptly while upholding the highest standards of consumer privacy protection.

Sincerely,
*********************************;

Business Response
Date: 08/11/2023
We are in receipt of your correspondence dated July 31, 2023, regarding the above referenced account for our ********************** ********************************

The customer's account was charged off for non-payment with an outstanding balance. Subsequently, we received their correspondence disputing the reporting of the account and a response confirming that the account is reporting accurately was issued to their address of record. Upon receipt of the customer's subsequent correspondence, another response was issued to the correspondence address. We confirmed that the information and documentation we provided to the customer was accurate and sufficient to validate the debt owed.

Upon receipt of this complaint, we conducted an investigation regarding the customer's claim of identity theft. Based on our investigation, the claim was denied as the account information, which includes the customer's name, date of birth, social security number, phone number, address, and the account used to make successful payments, matches their personal records.

The Fair Credit Reporting Act (FCRA) requires that, as a furnisher of information to consumer reporting agencies, we report accurate information regarding a consumers account history. We have reviewed the account and determined that the information reported was complete and accurate as of the date(s) we furnished it. As such, in the absence of additional facts, we will not change the reporting of the account to the ********************** reporting agencies.

A letter with additional details was sent directly to ********************************

Thank you for the opportunity to respond.
Customer Answer
Date: 08/16/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I appreciate your prompt response now that the BBB is involved. If CWS would have been responsible, responsive and honest. Maybe we wouldn't be going back in forth as this.To every One going through something similar. Don't let the Bullies win.
Regarding the account, However, after careful consideration, I still have significant concerns regarding the accuracy of the information reported for the referenced account.IT IS NOT ACCURATE! IAM REPORT CWS TO THE **** and the **** I am writing to provide further clarification on my position and to request a more comprehensive review of the matter.
In your correspondence, you indicated that the customer's account was charged off due to non-payment, resulting in an outstanding balance. Furthermore, you mentioned that responses were issued to my address of record, confirming the accuracy of the reported account informationHowever, I would like to bring to your attention that I have not received any such correspondence from your company. This leads me to believe that there may have been an issue with the address used for communication. I request that you verify the address on file and ensure that any future communication is directed to my correct address to facilitate open and effective correspondence.
Additionally, I understand that an investigation was conducted regarding my claim of identity theft, and the claim was denied based on a match between the account information and my personal records. While I appreciate the efforts made, I would like to emphasize that there may have been an error in associating the reported account information with my identity. I kindly request a more detailed explanation of how this conclusion was reached, including the specific documentation or evidence that was considered during the investigation.
Furthermore, I maintain that the reporting of the account inaccurately reflects my credit history. The erroneous reporting has adversely affected my creditworthiness and has resulted in denials from lenders. I urge you to reconsider your stance on changing the reporting of the account to the ********************** reporting agencies, as I believe the current reporting does not accurately represent my credit activity.
I am committed to resolving this matter in an equitable and expedient manner. To facilitate a fair resolution, I kindly request the following actions:
A Comprehensive Review: I urge you to conduct a thorough and impartial review of the account, the associated documentation, and the investigation process. I believe that a comprehensive review will shed light on the discrepancies and inaccuracies that have led to this dispute debt Validation: As a consumer, I have the right to request validation of the debt in question under the Fair Debt Collection Practices Act (FDCPA). I request that you provide detailed documentation, including a copy of the original signed agreement, an itemized account statement, and a breakdown of the charges.
Compliance with FCRA: I would like to stress the importance of complying with the Fair Credit Reporting Act (FCRA), which mandates furnishers of information to consumer reporting agencies to report accurate and verifiable information. It is crucial that the reported information is not only complete but also fully substantiated and relevant.
I anticipate a thorough and timely response to this letter, addressing the specific concerns I have raised. I am dedicated to resolving this matter in a way that upholds my rights as a consumer and ensures the accuracy of the information reflected on my credit report.
Please send all future correspondences in writing to the address provided above or via email at ************************* I expect to receive your response within the 30-day timeframe stipulated by the FCRA.
Thank you for your attention to this matter. I trust that you will give my concerns the serious consideration they deserve and take the necessary steps to achieve a satisfactory resolution.
Sincerely,
*******************************
Initial Complaint
Date:05/08/2023
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.
Ive never had an account with this company. They are reporting a charge off on my account which is nearly 7 years old. I tried reaching out to this creditor multiple times for validation. They have never validated anything. I even called them to which they said they couldnt tell me anything because they no longer have the account. They said that they sold the debt and provided me with a number to call for the new debt collector. The phone number provided belongs to some type of scam survey.
Business Response
Date: 05/26/2023
RE: Reference ID: ********
********************************** - Account Ending In ****
Dear ***************************,
We are in receipt of your correspondence dated May 8, 2023, regarding the above-referenced account for our ********************** **********************************. A response with debt validation documentation was provided directly to the customer.
Our records indicate that this account was opened with ******************* with an electronic application. The application does not include a handwritten signature. In accordance with the Electronic Signatures in Global and National Commerce (E-SIGN) Act, an electronically submitted signature, contract or other record relating to such transaction is valid and enforceable and may not be denied legal validity solely because an electronic signature or electronic record was used in its formation.
Subsequently, the account was used for purchases and payments were applied to the balance. Due to non-payment, the account charged off with an outstanding balance. At charge-off, ownership of the account was transferred to ******** Credit ************* Trust I.
A prior request was received for debt validation, and a response was provided to the customer. We also received the customers Automated Consumer Dispute Verification (ACDVs) forms filed through the Consumer ****************** (CRAs) disputing the reporting of the account. In each instance, the account was reviewed and responses were provided directly to the CRAs confirming that the account is reporting accurately.
The customer recently spoke with representatives of the third party collection agency Carson Smithfield, LLC, which had previously serviced the account, requesting to settle or pay the account in full. Due to the status of the account, the customer was advised that it would be transferred to the agency Financial Business and Consumer Solutions (****) who could assist with this request, and they were provided with the phone number for ****. We have no record of a request for debt validation on these calls.
As the complaint indicated that the customer never had an account, we completed an investigation for identity theft. The claim was denied based on the results of our investigation and the account information that matches the customers personal details.
The Fair Credit Reporting Act (FCRA) requires that, as a furnisher of information to consumer reporting agencies, we report accurate information regarding a consumers account history. We have reviewed your account and determined that the information reported was complete and accurate as of the date(s) we furnished it. As such, in the absence of additional facts, we will not change the reporting of the account to the ********************** reporting agencies.
Thank you for the opportunity to respond.

Sincerely,

******** Credit ************* I, LLC, as administrator
Customer Service Department
Customer Answer
Date: 05/30/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
The information your company responded was not a sufficient debt validation. Also, when I called you gave me completely different information about who to contact in reference to you selling the debt. Not only was it a different company, the telephone number provided to me was for a scam survey. I called several times regarding this account and was redirected multiple times.

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

CardWorks Servicing LLC is NOT a BBB Accredited Business.