Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I been using Century debt Solutions to help pay my personal debts
  I been paying 356.00 for about 7 Mos. they kept tell me they negotiate with debtors with lower payment. on my report different first Name. same last name
  it's seem like in my credit report have paid anything. I see 6 derogatory on my credit report. and any company showed they have paid anything
  but their fees. I want all my money back. I paid 356.00 each month. I have bank statements. Been paying 8 mos. no results

  

  Business Response

  Date: 05/10/2024

  *** ******* enrolled in a Century Support Services debt settlement
  program on 08/28/2023. Per his executed contract, he enrolled 8 debts having
  aggregate balances, as of the date of enrollment, totaling $9,011.11. 
  Based on his financial ability, a monthly program deposit of $356.88 was
  established and a program length of 20 months was estimated.  Our mission is to help our clients resolve
  their debt in the shortest time possible and save them as much money as
  possible by negotiating favorable settlements on the balances owed. We work
  with financially distressed consumers that are experiencing hardships that are
  creating a cycle where they are not able to keep up with the minimum monthly
  payments to their creditors. Century was able to successfully negotiate
  favorable settlements on 5 of *** ********* 8 enrolled debts providing a
  realized savings of $1,600.00, by 8 months into his estimated 20-month program. This is amazing success!
  
  When Century negotiates a settlement and the client does not have
  the funds to pay the settlement in a single lump sum, we negotiate this into a
  term agreement to be paid over installments. We call this a structured
  settlement. When a client is in a structured settlement with their creditors,
  the creditors do not always update the status of the account right away, and
  most wait until the terms of the structured settlement have been met. This can
  take up to 45-90 day to occur. 
  Century does not earn a settlement fee until we do the work for
  the clients. This is how we show our value. When we successfully negotiate a
  settlement on our clients behalf & they accept the settlement and a first
  payment is initiated to the creditor, only then have we earned the right to
  collect the full earned settlement fee. While our fee is earned in full at that
  time, we often spread the collection of the earned fees into a term to allow
  you to take advantage of the settlement opportunity, which we have done for *** ********
  

  Century has successfully met our contractual obligations and
  provided amazing value along the way. We will continue to work through the
  concerns with Mr. McHenry as we want to ensure he continues on his successful
  journey to better financial health. Our Customer Advocate Manager,
  Adrian, was able to connect with *** ********* family representative and is
  currently working through the concerns mentioned in the complaint.

• Initial Complaint

  Date:02/29/2024

  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 pay century to help me with two creditors, Lending club and security first bank . I pay 464 a month. The lending club and century are the only ones being paid. Century with fee for doing nothing on the second account. Just fees. They offered me a settlement on the second account, which I rejected because it was more fees. I entered with 2 accounts, now I have three

  

  Business Response

  Date: 03/11/2024

  This
  is a response from Century Support Services to Complaint *********
  
  *** ***** enrolled in a Century Support Services debt settlement program on
  02/20/2022. Prior to enrolling into this program,  *** ***** was presented
  with his Debt Settlement Agreement which outlined his program and cost in
  detail.  Per his executed Debt Settlement Agreement (contract), he
  enrolled 2 debts having aggregate balances, as of the date of enrollment,
  totaling $28,308.00.  Based on his financial ability, a monthly program
  deposit of $464.06 was established and a program length of 48 months was
  estimated.
  
  *** ***** states that he originally enrolled 2 account and now he has 3 and that
  Century is only paying themselves and one of his creditors. We would like to
  address this, as these statements aren’t accurate. *** ***** continues to
  only have 2 accounts enrolled on this debt relief program.  Century was able to successfully negotiate
  favorable settlements on both of these debts. The first settlement was achieved
  just 3 months in to the program, in May 2022. The 2nd settlement was
  achieved in December 2022. Both settlements were negotiated into structured terms
  to be paid over several months allowing time for *** ***** to build funds into
  his dedicated settlement account that he established with Cross Roads Financial
  Technologies (CFT).  These offers were
  reviewed with Evans & he accepted the settlement offers and the structure
  for collection of the earned fee settlement fees associated with these account.
  
  Century
  does not earn a settlement fee until we do the work for our clients. This is
  how we show our value. When we successfully negotiate a settlement on our
  client’s behalf & they accept the settlement and a first payment is
  initiated to the creditor, only then have we earned the right to collect the
  full earned settlement fee. The settlement fees are outlined in *** ***** Debt
  Settlement Agreement on Page 3, Section 5 titled “Fees”. Settlement fees are
  based on the enrolled debt balance and never increase. By signing the Debt
  Settlement Agreement, you agree to the fees associated with the service that we
  provide. Century’s fees are earned in full, per the terms above, and eligible
  to be collected in full. Century sometimes voluntarily agrees to collect its
  earned settlement fees over several months in an effort to help clients take
  advantage of settlement opportunities. We extended that offer to *** *****
  allowing his program to have such great success.
  
  *** ***** talked with a representative in November 2022 & needed to lower his
  monthly program deposit for two consecutive months. At that time, the
  representative explained that lowering the deposit would create a shortage of
  funds in the dedicated CFT account and place one of his structured term settlement
  in jeopardy of going null & void. 
  *** ***** explained that he understand but due to a reduction of hours
  at work, he simply didn’t have the full regular monthly deposit amount.  This change did result the settlement with
  Second Round to become null and void. Century delivered our contractual
  obligations to *** ***** during his time enrolled on the program. Settlement
  fees that are earned are collected per the terms of the contract. As a
  courtesy, Century has been able to renegotiate the Second Round account. The
  offer requires $20 of additional funds for approximately 9 months in order for
  *** ***** to accept.

  After speaking with a representative on March 7th,
  2024, and reviewing this program in full along with the amount of realized savings he
  has been able to achieve, *** ***** is considering his options and will return
  our call the week of March 11th to inform us of how he wishes to proceed. 

• Initial Complaint

  Date:02/15/2024

  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 amount that I'm depositing is much higher than what I thought I should be paying. I have asked for a account to be canceled from payment and that alone should have lowered my payment but it has not

  

  Business Response

  Date: 02/21/2024

  This is a response from Century Support Services to
  ********* *********
  
  Our team is making attempts to connect with *** ************* to review the concerns mentioned in his complaint, but he has not
  responded to our phone or email attempts, to date.
  
  *** ************* enrolled in a Century Support Services
  debt settlement program on 12/21/2023. Prior to enrolling into this program,
  *** ************* was presented with his Debt Settlement Agreement (contract) which
  outlined his program and cost in detail.  Per his executed contract, he
  enrolled 12 debts having aggregate balances, as of the date of enrollment,
  totaling $9,349.00.  Based on his financial ability, a bi-weekly program
  deposit of $102.16 was established and a program length of 38 months was
  estimated. While *** ************* requested to remove debts from his
  program, any change in the contractual deposit schedule needs to be requested
  by him and reviewed for approval.
  
  Upon entering into his Century Program, *** ************* established
  his dedicated settlement account in his name with the third-party processor,
  Crossroads Financial Technologies (CFT).  The special purpose settlement
  account is the account into which a client makes program deposits and from
  which any settlement payments negotiated by Century on the client’s behalf and
  with the client’s authorization are facilitated. Because the special purpose
  account is in *** *************'s name, Century cannot initiate any deposit
  modifications without his verbal or written authorization.
  
  We encourage *** ************* to respond to our attempts to
  connect with him to discuss his concerns and the disputed amount in his
  complaint.

• Initial Complaint

  Date:02/13/2024

  Type:Sales and Advertising 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 am receiving spam in the mail from this business. I never asked for their stupid letters and never once asked them for a loan or to qualify for one. It took 3 calls, dealing with extremely rude and horrible people, to finally get through that I don't want any more mail. I'm fucking tired of their shit. No spam, and those fucks should learn to talk to customers on the phone

  

  Business Response

  Date: 02/15/2024

  Century is responding to complaint ********** 
  Century works with financially distressed consumers that may
  need a debt relief option to help guide them back toward better financial
  health. As with any business advertisement mailer, a consumer is under no
  obligation to respond and may request to be removed from such mailing list, at
  any time.  Century honors all requests to remove consumers from their
  mailing list.

  Customer Answer

  Date: 02/15/2024

  [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 made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******** ******

• Initial Complaint

  Date:02/04/2024

  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 start a debate consolidation program with Century Support Services.
  We pulled my credit report and reviewed the credit card I wanted to included. I had 2 cards I wanted to keep for emergency purposes.
  Car repair, medical care.
  When they send me the list of creditors to settle payments I notice 2 accounts incorrect account numbers and 1 account closed fir over 1 year. I called the customer service department and thought it was corrected.
  I receive a call from the account closed advise they tried to settle. Then the same day I had a problem with car and needed tires
  
  I tried using the card I kept for emergency only to find out it was canceled.
  The credit card company advise me they received a email from Century Attorney stating I file for BANKRUPTCY WHICH I DID NOT.
  I pulled my credit report it shows I file bankruptcy. I am out of a credit card and now have a BANKRUPTCY on my credit report

  

  Business Response

  Date: 02/12/2024

  This is a response from Century Support
  Services to Complaint *********
  
  Century was able to contact *** ****** via telephone to review her concerns. We appreciate her giving us
  the opportunity to speak directly with her to resolve this complaint.
  
  After a consultation with a Certified Debt
  Specialist, *** ****** was presented with a copy of her proposed Client
  Retainer Agreement (contract) that outlines the scope & services
  included in her debt relief program along with an exhibit that lists the 11
  requested enrolled debts with details such as the current debt balance per
  account, associated account number & current creditor name. *** ******
  reviewed and executed the proposed Century Legal Group Client Retainer
  Agreement (contract) on January 8th, 2024. After executing the
  contract, she completed a Welcome Call with an Onboarding Liaison the same
  day.  During this call, it was again confirmed that *** ****** was
  enrolling 11 debts having aggregate balances, as of the date of enrollment,
  totaling $10,188.52.  Based on her financial ability, a monthly program
  deposit of $258.63 was established and a program length of 34 months was
  estimated. *** ****** confirmed that all information was complete and accurate
  and no changes to the contract were requested.
  
  In her complaint, *** ****** states that the
  account numbers on her contract are incorrect.  During the February 5th,
  2024 telephone conversation between Century’s Customer Advocate Manager,
  Adrian, and *** ******, Adrian was able to clarify how this was not an accurate
  statement. Two of the eleven enrolled account have the same last 4 digits in
  the account number; however, when you look at the full account numbers, they
  are accurate are correctly associated to the correct debts, as confirmed on her
  credit report. *** ****** felt this explanation resolved her misunderstanding
  & now understands how to associate original creditor and current creditor
  to a full account number.
  
  *** ****** also claims that Century submitted
  documentation to her creditors indicating that Century was representing her in
  bankruptcy which in turn caused an account that is not enrolled on the program
  to be closed. This is not factual information. As part of the Client Retainer
  Agreement, *** ****** signed a Limited Power of Attorney that allows Century to
  communicate with her enrolled creditors for the purpose of debt negotiation in
  a debt settlement program.  Bankruptcy is not a scope of services that we
  provide & is not included in the Client Retainer Agreement. Century has no
  control over a creditor’s policy to close an open trade line and the conditions
  for which the creditor elects to make this decision are at their policy
  discretion.  *** ****** stated that she called her
  creditor and requested a copy of the communication they claimed to have
  received from Century and was advised that the creditor is not willing to
  provide her with a copy. At *** ******’s request, Century submitted written
  documentation to the creditor explaining the scope of the Client Retainer
  Agreement.
  
  We appreciate *** ****** taking the time to
  speak with our team regarding her concerns and allowing us to fully review the
  scope of services in her contract. After speaking with her, we believe she now
  has a better understanding of her past credit notations vs her current debt and
  the services included in her debt relief plan with Century We are looking
  forward to continuing this partnership with *** ****** on her journey to better
  financial health.

• Initial Complaint

  Date:12/17/2023

  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.

  My name is **** ***** (this info below is provided as of 12/132-23
  I cancelled out from Century and CFT pay on 12/7/23. Century illegally took out $ to pay One Main Financial on 12/6/23 without my consent. I verbally agreed to settlement agreement, but nothing was said that payment would be taken from my account.
  I have uploaded my ledger/settlement agreement/email sent to terminate my relationship with both Century and CFT. You are welcome to pull the call to verify my attempt to cancel. .
  I called on 12/8 and again on 12/12 to verify I have been cancelled out and to retrieve back my $$ sent to ONE MAIN FINANCIAL. along witht he remaining monies that have be deducted from my account to be deposited @ CFT. They refused to cancel and were extremely rude that i was questioning what they were doing. They refused to acknowledge that they had received my email. I will report everything to the Federal Trade Commission and the CFPB. They have broken the "telemarketing Sales Rule" (TSR) for not fully disclosures to me and for taking advantage of me and not abiding to my cancellation via email and by phone.
  I already closed my CFT pay account and this will be reported as well.
  I have requested a full refund, and this should be reported as well for their unethical business practices, not disclosure fees, lying that they did not receive my email to them, refusing to cancel me out.
  If I have to escalate this even further, I will. I just want my refund and that is it and we can both move on.
  
  Attached is a copy of the email sent to cancel my agreement with them.

  

  Business Response

  Date: 12/21/2023

  This is a response from Century Support Services to
  ********* *********
  
  Our Customer Advocate Manager has made attempts to reach *** ***** both by phone and email to further address the concerns mentioned in her
  complaint. *** ***** has advised Century via email that she is not interested
  in communicating with us further on this matter.
  
  *** ***** enrolled in a Century Support Services debt
  settlement program on 10/13/2023.  Per her executed Debt Settlement
  Agreement (contract), she enrolled 10 debts having aggregate balances, as of
  the date of enrollment, totaling $32,101.00.  Based on her financial
  ability, a bi-weekly program deposit of $262.45 was established and a program
  length of 48 months was estimated.  Century’s goal is to negotiate a
  reduction to the balance on a client’s enrolled account, including any assessed
  interest and fees. 
  
  There are a few claims in *** ******* complaint that Century
  would like to address.
  
  The first is that *** ***** states that Century illegally
  took money from her to pay one of her creditors, One Main Financial. That
  statement is inaccurate. Upon execution of her contract, *** ***** established
  a dedicated settlement account in her name with the third party processor,
  Crossroads Financial Technologies (CFT).  The dedicated settlement account
  is the account into which a client makes their monthly program deposits and is
  for the exclusive purpose of accumulating funds for settlements and for the
  payment of Century fees. Century successfully negotiated a favorable settlement
  with *** *****'s enrolled creditor One Main Financial, providing her a realized
  savings of $4,800 just 2 months into her program.  That settlement
  opportunity was presented to *** ***** via email & text on 12/4/2023 &
  she accepted the terms of the settlement via text that same day. When *** *****
  authorized the settlement terms, Century was able to proceed with requesting
  that CFT initiate the payment to One Main directly from her dedicated
  settlement account with CFT along with the terms of the structured payments and
  the collection of Century’s earned settlement fee. The first payment to One
  Main in the amount of $413.00 was requested on 12/4/2023. Century also sent *** ***** a Century Fee Notification email on 12/6/2023 which outlined the earned
  settlement fee collection on the One Main account along with the remaining
  structured payments to One Main.
  The settlement opportunity fee notification email along with
  a copy of the executed Debt Settlement Agreement are attached to this response.
   
  
  The second claim is that *** ***** states that fees were not
  disclosed to her and that she was not provided with disclosures, which is also
  not correct. Century is very transparent, that is why prior to enrolling into
  our program, clients are presented with a copy of the Debt Settlement Agreement
  which outlines the terms of their individualized program and the cost
  associated with our services. We encourage every client that is enrolling to
  read this thoroughly prior to executing their agreement. *** ***** executed
  her Debt Settlement Agreement on October 13th, 2023.  The fees
  for the program are disclosed in several sections of this contract:

  1. Our Guarantee: We will not charge any fee for
  our services until settlement of a debt is successfully negotiated and you have
  made a payment toward the settlement of that debt. When one of your debts is
  negotiated, we will charge you only the fee associated with that debt at that
  time. Our fees are described in more detail in Section 5, below.
  5. Fees: We do not charge or collect any fee for
  our settlement services unless and until a Debt is successfully negotiated.
  When a proposed settlement of a Debt is accepted and you make a payment toward
  settlement of that Debt, we charge and are entitled to collect 25% of the enrollment
  amount of that Debt, as reflected on Exhibit A. Century will earn and receive a
  settlement fee on all enrolled accounts settled during your program, including
  those accounts where you participated in the negotiation and settlement
  process……. Our fees, once earned, will be paid to us via electronic ACH
  debit from your Settlement Account, which you agree to authorize at the same
  time you authorize the settlement of your debt. As explained above in Section
  4(B), we will contact you when a settlement offer has been received from a
  Creditor and you must specifically confirm your acceptance of that settlement
  offer. You agree, simultaneous to confirming acceptance of a particular
  settlement offer, to execute an ACH authorization for us to collect our fee via
  automatic ACH debit from your Settlement Account.
  
  The third claim is that *** ***** states Century denied her
  the ability to cancel. Clients have a right to cancel at any time in the
  program. Century received *** ******* request to cancel via an email stamped
  12/7/2023 at 5:27pm est. We also received a notification from CFT that the
  client had requested to cancel on 12/8/2023.  At the time of her request
  to cancel, her December monthly deposit of $262.45 was in process and could not
  be stopped. However, once cleared that amount was refunded to her per the
  breakdown below.  As *** ***** had just entered into a settlement
  agreement with a creditor, our Client Advocate team immediately began reaching
  out to *** ***** to review her request to
  cancel & to learn more about her request to see if we could help resolve
  any concerns she was having, as her program was on course & successful. Any
  time a client is in an active structured settlement agreement, Century wants to
  review how the cancel effects that settlement & the possible consequences
  of breaking that agreement with the creditor. At no time did Century refuse to
  cancel *** *****'s program. In fact, because *** ***** requested to cancel
  within a few days of accepting the settlement, Century was able to stop the
  payment sent to One Main, on her behalf & no earned settlement fees had
  been collected to date.
  
  At the time of cancellation, *** ***** had made a total of
  four program deposits into her dedicated settlement account equaling $1,049.80.
    On 12/13/2023, *** ***** received a refund of $1,010.00 which is a
  full refund of monthly deposits minus the monthly banking fees charged &
  collected per the contract terms with CFT and outlined in her executed CFTPAY
  Account Agreement.  The total banking fees of $39.80 include an initial
  set-up fee of $9.95 and the $9.95 monthly banking fee for the 3 months Ms.
  Smith was enrolled.
  
  Lastly, we are unsure why *** ***** feels there was a
  violation of the Telemarketing Sales Rule (TSR), as she was presented with the
  explanation of the debt settlement program along with additional disclosures
  that Century reviews as an accredited member of the American Fair Credit
  Council (now known as the American Association for Debt Resolution) in response
  to her request for information on our debt relief program.  After that
  verbal explanation, she was presented with a copy of the Debt Settlement
  Agreement which includes all uniform disclosures & client acknowledgements
  & waivers. This information was presented to *** ***** to review with the
  opportunity to ask questions or gain clarity on any of our services prior to
  her executing the agreement.
  
  We regret any confusion or dissatisfaction that *** *****
  has concerning her debt settlement program. Century acted professionally and in
  accordance with our contractual obligation to her in every aspect.  *** ***** came to us stating she was in a financial hardship as she was unable to
  keep up with the payments to her creditors due to being affected by inflation
  and her high debt to income ratio and needed a debt relief option.  We
  provided her with a solution and were able to prove the value of our services
  within the first 2 months of her program by successfully negotiating a 50%
  settlement on her largest enrolled account. Had she continued to stay the
  course on the program, we are confident we could have continued to show her
  value & complete her journey within the estimated program timeframe. 

• Initial Complaint

  Date:11/23/2023

  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.

  Since august 2023 tehy have taken out 1,200$ from me and only paid themselves so far. When the agent Dakota b**** had me sign up at first she told me there were no fees involved even though I was hesitant and asking more than twice to double check. I asked for to hear the phone recording from that day and no one is helping me get there. They are trying to prevent themselves from being sued. Which will be my next step if I don’t get to hear the recording in a week. They might be cutting off editing some parts, I wouldn’t know but I just want to say these people are literally using vulnerable people like me. They use your weakness against you.

  

  Business Response

  Date: 12/01/2023

  This is a response from Century Support Services to
  Complaint *********
  
  Our Customer Advocate Manager has made multiple attempts to
  reach *** ******** both via phone and email with hopes to address the concerns
  mentioned in her complaint.
  
  *** ******** enrolled in a Century Legal Group debt
  settlement program on 08/14/2023.  Per her executed Client Retainer
  Agreement (contract), she enrolled 12 debts having aggregate balances, as of
  the date of enrollment, totaling $16,771.00.  Based on her financial ability,
  a monthly program deposit of $297.92 was established and a program length of 48
  months was estimated.
  
  There are a few claims in her complaint that Century would
  like to specifically address.
  
  *** ******** claims to have deposited $1,200.00 into her
  program, and that is not accurate. Her monthly program deposits of $297.92 are
  scheduled on the 22nd of the month starting in August 2023. These deposits do
  not go to Century.  They are deposited into the dedicated settlement
  account that she established directly with Cross Roads Financial Technologies,
  LLC (CFT). Two of the four deposits have returned from her banking institution
  as insufficient funds. *** ******** also requested a partial return of the
  funds in her CFT account a month into her program, in the amount of $150.00, which
  was initiated back to her on 09/23/2023.  While *** ******** has been
  enrolled for close to four months, she has only allowed $445.84 to build in her
  account.
  
  *** ******** claims that Century has only paid themselves
  & that she was presented with information that there would be no fees. This
  simply is not accurate as the client is presented with a contract to review
  prior to executing & the terms of all fee collection is reviewed with the
  client at the time of receiving settlement authorization. Contractually, the
  settlement fees are outlined in her Client Retainer Agreement (contract) on
  Page 2, Section 11.
  Per the contract, settlement fees are based on the enrolled
  debt balance and never increase. By signing the Client Retainer Agreement, the
  client agrees to the fees associated with the service that Century provides. The
  fee associated with each account is further outlined in Exhibit B of the
  contract which details the exact amount to each settlement fee per enrolled debt.
   Century successfully negotiated a structured term pay settlement with one
  of *** ********'s enrolled debts, Mercury Credit Services. This offer was
  reviewed with *** ******** on October 30th 2023. She accepted the settlement
  offer and the confirmation of the collection of Century’s earned settlement fee
  associated with this account. To date, two payments have been initiated from
  her CFT account directly to Mercury Credit Services towards this agreement and
  only a portion of Century’s earned settlement fee for this account has been
  collected.
  Century earns its fees (per account) only when a settlement
  is reached with a client’s creditor, the client approves the settlement & a
  first settlement payment to that creditor is initiated.  The contract
  states that Century’s fees are earned in full, per the terms described above,
  and eligible to be collected in full at that time. Century sometimes
  voluntarily agrees to collect its earned settlement fees over several months,
  in an effort to help clients take advantage of settlement opportunities. Century
  presented this value to *** ******** during the October 30th, 2023
  conversation regarding the settlement with Mercury Credit.  Even with her
  failed September deposit and her withdrawal of funds, Century was successful in
  showing the value of achieving a favorable settlement and by collecting the
  earned fee over a few months, she was able to accept the structured term
  settlement which allowed her to realize early success in her program.
  
  We regret any confusion or dissatisfaction that *** ********
  has concerning her debt settlement program. Century has acted professionally
  and in accordance with its commitment to her in every aspect.  The
  contract is very transparent with the cost associated for this debt relief
  option & offers full disclosure of all the earned settlement fees. We
  believe that there is a gap in understanding surrounding the fees & that
  perhaps *** ******** believes that the fee is in addition to her deposit of $297.92.
  This isn’t the case.  As outlined in her contract, the program estimate
  & monthly deposit of $297.92 factors in both payments initiated to her
  enrolled creditors for payments toward negotiated settlements that must be
  first approved by her and any earned settlement fee.  We encourage *** ******** to return our calls.  We would like to work through the concerns
  she is having & help her to keep her program on track for success.

  Customer Answer

  Date: 12/01/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ****** ********

• Initial Complaint

  Date:08/31/2023

  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 cancelled service with them due to non payment of my credit cards through the program. Realized my payment was going to them. When I cancelled the company took $1600.00 in fees instead of paying any toward my debt. I paid out $2475.00 over a 4 1/2 month period. They only paid my credit cards $694.00. So total amount in fees was $1781.00. I understand they need to get paid but I paid almost 3 times to them instead of my debt. I am looking for my $1600 back. It was sitting in my account open closer and instead of paying my debt. They took it all in fees.

  

  Business Response

  Date: 09/06/2023

  This
  is a response from Century Support Services to Complaint *********
  Our
  Senior Customer Advocate Team made several attempts to connect with *** ****** with hopes to address the concerns mentioned in her complaint. When we successfully
  reached her, *** ****** was not open to discussion and disconnected the call.

  We
  would like to address the concerns mentioned in *** ******** complaint.

  
  *** ****** enrolled in a Century debt settlement program on 03/21/2023.  Per
  her executed Debt Settlement Agreement (contract), she enrolled 13 debts having
  aggregate balances, as of the date of enrollment, totaling $34,343.00. 
  Based on her financial ability, a monthly program deposit of $451.86 was
  established and a program length of 60 months was estimated.
  Clients
  that are in a verifiable state of hardship are typically unable to keep up with
  making even the minimum monthly payments to their creditors.  This program
  is hardship based & designed to get a client out of debt for a percentage
  of what is owed.  Our mission is to help the client resolve their
  debt in the shortest time possible and save them as much money as possible by
  negotiating favorable settlements on the total balance owed, at the time of the
  settlement, including any interest and fees that may have been assessed.

  Century
  achieved a 47% settlement on *** ******** second largest enrolled debt, at 3
  weeks into her enrollment, providing her a realized savings of $1,968.00 after
  payments to the creditor and collection of Century earned settlement fee. Less
  than a month later, Century was able to negotiate with 2 additional creditors. Three
  successful settlements achieved within 2 months of enrollment is amazing
  success & a way to show *** ****** the value of this debt relief option
  with her having a total realized savings of $3,912.00 in the first two months
  of an estimated 60 month program. 

  *** ****** claims that Century did not pay her creditors and instead collected on
  earned fees. If the client does not have sufficient funds established  in
  their special purpose account at the time of negotiation with the creditor,
  Century will negotiate not only the settlement percentage with the creditor but
  also the structured terms of the payments to satisfy the settlement.  This
  is an important strategy when negotiating, as it allows a client to take
  advantage of settlement opportunities while they are also building their funds
  into their special purpose account.  Century successfully negotiated 3 structured
  settlements on $12,669.58 worth of enrolled debt. That is 37% of *** ******’s
   total enrolled debt resolved within 2 months enrolled. These 3 creditors
  issued written settlement letters as proof of the agreement in place which
  stops collection activity and explains that completion of the agreed settlement
  terms will result in receipt of a settlement confirmation.  In addition, Century provided the terms of each agreement to
  *** ****** at the time she accepted the settlements along with explanation of the earned fees associated with
  each account. Written confirmation of both creditor payments and Century fee
  collection was sent to *** ****** for her records as well.  

  Century
  does not earn a settlement fee until we do the work for our clients. This is another
  way we show our value. When we successfully negotiate a settlement on our
  client’s behalf & they accept the settlement and a first payment is
  initiated to the creditor, only then have we earned the right to collect the
  full earned settlement fee. The settlement fees are outlined in the Debt
  Resolution Agreement on Page 3, Section 5 titled “Fees”. Settlement fees are
  based on the enrolled debt balance and never increase. By signing the Debt
  Settlement Agreement, *** ****** agreed to the fees associated with the service
  that we provide.
  
  Century’s
  fees are earned in full & eligible to be collected in full, per the terms
  above; however, Century sometimes voluntarily agrees to collect its earned
  settlement fees over several months in an effort to help clients take advantage
  of settlement opportunities. Century spread the fee collection over terms for *** ****** allowing her take advantage of early settlement opportunities and for
  her program to have such great success at only 2 months into her program. 
  When *** ****** requested to cancel her program, the 3 active structured
  settlements she was in become null and void and the outstanding earned
  settlement fees due in full.  This was reviewed with *** ******, as we
  didn’t want to see her lose the early success she was experiencing.
  
  We
  regret that *** ****** is not satisfied with the services provided. Century
  delivered it contractual obligation to *** ****** and we feel had she continued
  to stay the course of her program she would have continued to have success. We
  encourage *** ****** to speak with her Customer Advocate to further review
  these details.

  Customer Answer

  Date: 09/07/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  

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

   

  After speaking with them on the phone, I realized that the fees that the posted after I cancelled were different from the original contract fees. Also on the 2 Capital One cards the fees were not supposed to be collected until the debt was paid. I attached additional information regarding that. 
  

  At this point, I would like $1085 refunded on the 2 Capital One cards that were not supposed to be collected on until paid on. They only did the $2 per account. Do, I followed the contract. They did not by collecting all their fees in full. If not resolved thru BBB this contract will be sent over to my attorney for review. 
  

  thank you

  

  Business Response

  Date: 09/28/2023

  This is a response from Century Support
  Services to Complaint *********
  
  In *** ******** response, she states that the
  fees posted after she cancelled were different from the original contracted
  fees. That statement is inaccurate. The settlement fees are outlined in her
  Debt Resolution Agreement on Page 3, Section 5 titled “Fees”. Settlement fees
  are based on the enrolled debt balance and never increase. By signing the Debt
  Settlement Agreement, the client agree to the fees associated with the service
  that we provide.
  
  Specifically, *** ****** references 2 Capital
  One accounts enrolled on her program.  Century successfully negotiated
  structured settlements on both of those accounts and *** ****** authorized the
  settlements along with the terms of the structured agreements. Century’s fees
  were earned in full once she authorized the settlements and the first payments
  were initiated to the creditors on her behalf. The negotiation with Capital One
  included structuring the settlement payments to allow for smaller initial
  payments and then increasing as she built funds into her special purpose
  account. This negotiation effort was approved by Capital One as a resolution to
  her balance due which also stops the collection workflow.  However, in
  order for *** ****** to take advantage of these settlement opportunities so
  early into her program where she hadn’t yet built up funds into her special
  purpose account, Century agreed to spread the collection of our earned
  settlement fees over the length of the structured settlements. This was a
  courtesy extended to *** ******, at the time of settlement.
  
  Cancellation from the Century program causes
  any active structured settlement to go null and void.  At cancellation,
  the full balance of all outstanding earned settlement fees are due immediately
  & collected from remaining funds in the special purpose account. This
  contractual right is outlined in *** ******’s executed Debt Resolution
  Agreement in Section 6: Withdrawal from the Program; Termination of
  this Agreement
  Our right to collect settlement fees that are
  earned but remain unpaid, in whole or in part, for any reason will survive any
  termination of this Agreement and we have the right to pursue collection of our
  fees prior to and after termination or completion of your debt settlement
  program.
  
  *** ****** is requesting a refund of
  $1,085.00 that she claims Century earned on the 2 Capital One accounts. The
  earned settlement fee on Capital One account ending in 6798 is $890.25. 
  That full amount is still outstanding, as Century did not collect any of that
  fee.  The earned settlement fee on Capital One account ending in 2141 is
  $718.65. Century collected $261.65 of that fee and there remains a balance due
  of $457.00.  In addition, the earned settlement fee on the Lending Club
  account ending in 0655 is $1,756.00.  Century collected $1,196.00 and there
  remains a balance due of $560.00.  In total, of the $3,364.90 in earned
  settlement fees, *** ****** has an outstanding balance due of $1,907.25.
  
  We understand that *** ****** may be
  experiencing some additional hardships and is no longer in a position to remain
  on the program.  Century is not actively attempting to collect on the
  outstanding fees owed.  We spoke with *** ****** via telephone on
  September 1st, 2023 and attempted to further explain the details regarding each
  fee, her contract and the breakdown of the collection to date. She was not
  interested in having that conversation with her Senior Advocate, Kasey and
  disconnected the call.  Our goal was to
  review the services performed and the contractual obligations as detailed in her
  Debt Resolution Agreement in an attempt for her to understand that Century
  performed the services as outlined in our contract and all settlement fees are
  rightfully earned in full. 

  Customer Answer

  Date: 10/02/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  I will be going forward with an attorney regarding this information and will also be making sure that negative reviews are put forth. 
  I wasted my money with this company. They are garbage and are only interested in getting their fees and not helping the consumer. 
  I am with a new company and they have already paid off a card and are collecting their fee gradually instead of taking all of it upfront .

  what a disgrace. 
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:08/22/2023

  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.

  They are definitely a bad place to get help with your debt. I had to drop the program due to worsening financial problems, and when I closed out my account, they had paid themselves over $300, and paid my creditors exactly $2 when I tried to complain, they stated they earned the over 300 in fees because they made a single payment for 2 debts, ($1 each) but those payments were only for a single dollar each! How do they get away with this?! I know that the contract says they have earned the fee after the first payment, but this is ridiculous!

  

  Business Response

  Date: 08/31/2023

  This is a
  response from Century Support Services to Complaint *********
  
  After
  reviewing the concerns listed in the complaint, Century was able to contact *** ****** via telephone. We appreciate *** ****** giving us the opportunity
  to speak with her regarding her complaint.
  
  *** ****** enrolled in her debt settlement program on 05/31/2022.  Per her executed
  Client Retainer Agreement (contract), she enrolled 12 debts having aggregate
  balances, as of the date of enrollment, totaling $17,502.29.  Based on her
  financial ability, a monthly program deposit of $309.96 was established and a
  program length of 48 months was estimated. As part of her enrollment, she
  established a dedicated
  special purpose settlement account with a third-party processor, Crossroads
  Financial Technologies (CFT) where her monthly program deposits would
  accumulate each month. This special purpose account is established for the
  exclusive purpose of accumulating funds to be used for settlements with her
  enrolled creditors and collection of the contractual earned settlement fees.
  
  Century
  successfully negotiated a structured term settlement on one of *** ****** enrolled accounts less than 2 months on the program. She authorized the
  settlement & payments were initiated on her behalf, to the creditor, as
  agreed. This early settlement success provided her with a realized savings of
  $254.00. 
  
  *** ****** mentions in her complaint that she experienced additional financial struggles
  which caused her to cancel from her program. In review of her file, we have no
  record of  *** ****** communicating with Century about her struggles;
  however, Century had been attempting to contact her via phone and email to
  review her program and the settlement that was at risk of going null & void
  due to her inability to successfully make her contractual monthly program
  deposit into her CFT account. Our multiple attempts to connect with *** ******
  was unsuccessful and we were unable to proactively assist her through this
  change. Without funds available in the CFT account, Century was unable to
  initiate the payments to her creditor for her agreed upon settlement terms.
   
  
  *** ******
  was unable to meet her responsibilities of depositing into her special purpose
  account which is a breach of contract as outlined in her Client Retainer
  Agreement, Section 18: Breach of Contract. After 3 consecutive months of
  missed deposits, her program was canceled effective 11/02/2022 and any
  remaining funds in her special purpose account were returned to her bank
  account on file..
  
  Century does
  not earn a settlement fee until we do the work for our clients. This is how we
  show our value. When we successfully negotiate a settlement on our client’s
  behalf & they accept the settlement and a first payment is initiated to the
  creditor, only then have we earned the right to collect the full earned
  settlement fee. The settlement fees are outlined in your Client Retainer
  Agreement on Page 2, Section 7 titled “Fees for Debt Settlement Services”. Settlement
  fees are based on your enrolled debt balance and never increase.
  
  Settlement fees
  are earned & able to be collected in full, as stated above. However, Century
  sometimes voluntarily agrees to collect its earned settlement fees over several months, in an effort to help clients take advantage of settlement
  opportunities. Century
  structured *** ****** fee collection this way which allowed her program to
  realize early success & also would have left available funds in her CFT
  account to allow for additional  negotiation on another account. The
  structure of the fee collection and payment terms to the creditor were emailed
  to *** ****** as confirmation on her settlement authorization.
  
  We regret to
  hear *** ****** was not fully satisfied with her program experience. We are
  confident that had she stayed the course with her program deposits, she would
  have continued to experience success with her debt relief goals.  We thank
  her for taking the time to speak with our team and wish her the best in her
  future endeavors.

• Initial Complaint

  Date:07/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2011 I broke my ankle/leg. I had no income for 6 months. My car was stolen and my house burglarized while I was in the hospital. I had to use my credit cards to live. Prescriptions, groceries, utilities, etc. My house was almost foreclosed on. I was sent a letter by Century Support Services that made a proposal to settle my debt. They would keep 40% of the settlement. I was in dire need, so I went for it. At first they were ok. They paid off 3 of my debts totaling approximately $2500. I have 3 larger ones totaling about $10,000. I received suit papers from Citibank for $3329. CSS has been deducting $286. out of my bank account since 9/21. There is definitely enough in my reserve account to pay this. I received suit papers in May 2023. I called CSS and Danielle, the customer service person asked me to fax in the 22 pages, which I did. I was unable to chat or log into my account, but I thought everything was taken care of. On July 7 I received suit paperwork again and called CSS. I have 10 days to reply which is this coming Monday. I have called CSS every day since I received these papers. NOBODY has returned my call. I keep being told that the "Priority Team" is reviewing it and will call me. I've made 3 calls today and still have been told that somebody will call me back either today or Monday. Longer story shore -- DO NOT deal with this company. They are nothing less than a scam that preys upon people's hardships. I am being threatened by the law firm that filed suit against me that they will take my house! I am a nervous wreck. They do not care even though they pretend like they are going to help you. I've read in the previous review that their excuse is that they attempted to contact people. Don't believe it.

  

  Business Response

  Date: 07/24/2023

  This is Century’s response to complaint *********
  
  *** ****** enrolled in a Century Support Services debt
  settlement program on 8/25/2021.  Per her
  executed Debt
  Settlement Agreement (contract),
  she enrolled 7 debts having aggregate balances, as of the date of enrollment,
  totaling $17,246.00.  Based on her financial ability, a monthly program
  deposit of $286.60 was established and a program length of 48 months was
  estimated.
  
  *** ****** indicates that
  Century “is a scam” and we want to specifically address that comment. Century
  has nothing to gain from delaying negotiation work for a client.  In fact, Century does not earn a settlement
  fee until we do the work for our clients. This is how we show our value. When
  we successfully negotiate a settlement on the client’s behalf, they authorize the
  settlement terms and a first payment is initiated to the creditor, only then
  have we earned the right to collect the full earned settlement fee that is
  outlined in the contract. This partnership is a win-win. The quicker Century
  can initiate the settlement strategy and obtain structured settlement offers
  from enrolled creditors, the quicker the client can realize our value and be
  closer to better financial health and Century can get paid for our contracted services. 
  
  *** ****** accepted her first
  two structured settlements within the first 60 days of her enrollment with an additional
  settlement a few months later. While settlements can occur at any time during
  the estimated program, they are dependent on several factors such as the
  creditor’s settlement policies, the rate of account accretion, the size of the
  debt and how close the debt may be to charge-off. *** ****** is only 24 months
  into her estimated 48 month program; therefore, the settlement strategy to
  handle all enrolled debts is still active and in progress.

  We
  appreciate that *** ****** spent time reviewing her concerns in detail with her
  Senior Customer Advocate, Pamela, and we regret that there may have been a gap
  in our communication over the past few months. Pamela was able to determine
  that the legal paperwork that *** ****** attempted to fax to Century in early
  May 2023 was not received and was sent to an incorrect fax number.  Pamela
  has since directly reached out to the law firm involved and negotiated a
  favorable settlement that is now paid, as agreed, thus resolving the legal matter.

  Again, we appreciate *** ****** giving us the opportunity to review the success of her program to date
  and to resolve her recent concern and we are working closing with her to finalize
  the communication updates on her remaining accounts.