ComplaintsforConsumer Credit Counseling Foundation, Inc

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 19th I did an initial call and discussion with a representative ***** at CCCF. We discussed the plans and what they offered. I agreed to their services and signed a multi page document. We scheduled the first payment for October 5th and was told the $100 fee for the first visit and setting everything up was every cost associated. At the end of Sept, I reviewed the documents again. The document that I could not access only showed three of the four accounts we were going to include in the single monthly payment. I reached out and was told the person and extension I had was unavailable and to try again the next day. I did. A very timid sounding person asked to know why I called. I also found that the new doc said they would charge up to $200/no for services. I spoke with him, he said someone would call. Oct 2nd either I called back or someone called. I explained the document did not align with what I and the counselor had discussed and that I needed a new contract that included all accounts. She said well, they are listed in your email, so it's fine. I said no, I need a document update, and I need someone to walk me through these monthly charges. She said yes, is be charged $50/no for services. I get paying a provider for stuff, but this was in no way discussed and I wanted clarity on exact payment situation for the accounts and what to do on my side. She said to call back the next day. I've tried. No payment was taken so far on Oct 5th, but it was a Saturday. Now each phone number I call has a single message Sorry, but your call cannot be completed. We are unable to compete your call. Feels extremely scammy and I'm very concerned. They have my info but no follow through.

  

  Business response

  10/16/2024

  
  We are writing in response to Ms. ***** ****** recent complaint regarding her experience with our credit counseling and debt management services.
  
  To provide some context, the Consumer Credit Counseling Foundation, Inc. (CCCF) is an ISO 9001:2015 certified 501(c)(3) nonprofit organization, established in 2002, dedicated to offering free and low-cost financial education, credit counseling, debt management solutions, and community outreach programs to help consumers achieve financial stability.
  
  On September 19, 2024, Ms. ***** contacted CCCF to inquire about our services. During this initial interaction, she spoke with *******,one of our certified credit counselors, who conducted a comprehensive budget analysis. This analysis, mandated by state law, involves a detailed review of a consumers financial situation, including income, expenses, and all outstanding credit card debt. The purpose of this assessment is to determine whether enrollment in a debt management plan would be appropriate and financially feasible based on the consumers needs. After evaluating ******************** information, ******* recommended that she enroll in a debt management plan,which Ms. ***** agreed to pursue.
  
  In compliance with all applicable regulations, prior to enrollment, Ms. ***** was provided with both verbal and written disclosures outlining all fees and costs associated with her debt management plan. These included a one-time setup fee of $100.00 and a recurring monthly service fee of $50.00. Additional disclosures and information regarding the specifics of her debt management plan were also provided to Ms. ***** to ensure full transparency.
  
  Upon reviewing Ms. ****** account, it is evident that she initially chose to include only three creditor accounts in her debt management plan, and the initial documentation she signed on September 19, 2024, reflected this choice. She signed the service agreement and disclosure documentation at 6:26 PM EDT / 3:26 PM PDT. Approximately five minutes later, at 6:31 PM EDT /3:31 PM PDT, Ms. ***** added a fourth creditor account to her plan. As part of our standard enrollment procedure, Ms. ***** had multiple opportunities to verify and include all relevant accounts prior to finalizing her documentation.While we understand that circumstances may arise after signing, we always encourage clients to thoroughly review their information to ensure accuracy before signing.
  
  In response to Ms. ****** request for updated documentation pertaining to her debt management plan, we have made multiple attempts to contact her to address this matter, though we have not yet been successful in reaching her. Additionally, Ms. ***** has expressed concerns about contact information. To assist in investigating this further, we kindly ask that ******** provide the specific phone numbers or email addresses that she believes are no longer valid. As CCCF operates through several departments, we encourage clients to contact our *********************** directly at ************** for all inquiries. Our representatives are available Monday Friday from 7 AM to 5 PM PDT.
  
  Regarding Ms. ****** request to cancel her services with CCCF, we have promptly canceled her account as requested and issued a full refund of all fees paid, which should reflect in her account within 5-7 business days. Effective immediately, no further action will be taken with ********* ************************** and no additional funds will be withdrawn from her bank account.
  
  If Ms. ***** has any further questions or concerns, she is welcome to contact our Operations Manager, ****** directly at ************** during the above-stated business hours.

• Initial Complaint

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My complaint is with the counselor I have. I first signed with her on July 8, 2024. At first she was willing to answer my questions and let me know what was going on with my case. I guess I asked too many questions because she does not answer any of my emails now. There are reasons I ask the questions. Also she never gave me a log in to the site so I could go on and check things out. I have no account number or anything. In my estimation she is not qualified to help people.I tried sending an email to the office but no luck with that.

  

  Business response

  09/16/2024

  We are writing in response to ***************************** recent complaint regarding her experience with our credit counseling and debt management services.

  To provide some context, the Consumer Credit Counseling Foundation, Inc. (CCCF), established in 2002, is an ISO 9001:2015 certified 501(c)(3) nonprofit organization committed to offering free and low-cost financial education, credit counseling, debt management solutions, and community outreach programs to help consumers achieve financial stability.

  On July 10, 2024, ************ contacted CCCF to inquire about our services. During this initial interaction, she spoke with ****, one of our certified credit counselors, who conducted a comprehensive budget analysis. This analysis, mandated by state law, involves a detailed review of a consumers financial situation, including income, expenses, and outstanding credit card debt. The purpose of this assessment is to determine whether enrollment in a debt management plan would be appropriate based on the consumer's needs. After evaluating ************** financial information, **** recommended that she enroll in a debt management plan, which ************ agreed to pursue. 

  Our records show multiple communications between ************ and CCCF, including discussions with ****, during the initial ***** days following her enrollment. This is a standard practice as we engage with creditors to initiate proposals on behalf of our clients. On September ******, ************** enrollment specialist, ****, was no longer with the organization, which explains the cessation of direct communication from her.

  To ensure ************** concerns are addressed promptly, our General Manager, ******, has personally reached out to her. He has provided an update on the status of her debt management plan, assisted her with setting up her account login for real-time access to her account, and made himself available as her point of contact for any further questions or concerns.

  At CCCF, we are committed to delivering exceptional customer service and take pride in our ability to do so. We hope that ************ is satisfied with the steps we have taken to resolve her concerns.
  
  

  
  

  Customer response

  09/16/2024

  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. They are a good company willing to make things easier for you. My complaint was not to discredit the company but to get the answers I wanted. I am satisfied with them making the effort to get me those answers and I am glad things turned out like they did.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/22/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I knew it was a mistake to enroll in their service. 0% interest sounded good until they told me that I'd have to pay them a $35 maintenance fee and a $100 upfront consultation fee. Shady. Huge red flag. I should have hung up the phone and blocked their number, but I didn't. I immediately regretted my rash, and foolish decision and have attempted to reach out to them to unenroll in their "service". No answer.Please. Remove me from your program.Do not attempt to draft any payments Refund my $100 "service" fee And do not cancel my Chase ********** has offered to work with me on a much better debt reduction program without the hidden fees. Don't give me the run around and kindly do as I ask

  

  Business response

  08/27/2024

  We are writing in response to ******************** recent concerns regarding our services and his enrollment in a debt management plan with our agency.

  
  By way of background, Consumer Credit Counseling Foundation,Inc. (CCCF), established in 2002, is a 501(c)(3) non-profit credit counseling organization dedicated to providing low-cost and free credit counseling and financial education. CCCF has been ISO 9001:2015 certified since July 2006,adhering strictly to quality management standards and industry best practices as outlined by the Association of Independent Consumer Credit Counseling Agencies (AICCCA), now known as the Financial Counseling Association of America (FCAA).

  
  On August 21, 2024, **************** contacted our agency to inquire about our credit counseling and debt management program services.During the initial conversation, one of our certified credit counselors conducted a preliminary assessment of ******************** financial situation and discussed his specific concerns, particularly regarding a high-interest ***** credit card account. Following our standard counseling procedure, **************** was offered a comprehensive financial counseling session, which includes a detailed budget analysis and questionnaire. This process is designed to determine whether our services would be appropriate and beneficial based on his current financial circumstances. Upon completion of the session, it was determined that enrollment in a debt management program would be advantageous for ****************,as CCCF could negotiate with ***** to reduce the interest rate on his account to 0.00%. **************** agreed with this assessment and decided to proceed with enrollment.

  
  On August 23, 2024, CCCF received a complaint from *************** expressing concerns about continuing with our services. As an organization committed to providing exceptional customer service, we were concerned to learn that **************** was reconsidering his decision, especially given the significant benefit of a zero-interest rate on his ***** **************** **************** had not communicated these concerns to our agency before filing the complaint.
  Our Operations Manager, ******, promptly reached out to *************** on the same day to address his concerns and offer assistance. During their discussion, **************** expressed a preference for handling his debt negotiations with ***** independently, believing that he could expedite the repayment process without assistance. ****** took the time to review the program details and benefits with ****************, emphasizing the advantages of utilizing a debt management program. ****** also offered to reduce the monthly service fee as a gesture of goodwill.

  
  Through this conversation, **************** recognized the value of continuing with the debt management program and acknowledged that he may have misunderstood certain aspects during his initial discussion with the enrollment specialist. **************** subsequently agreed to proceed with our services and expressed his gratitude to management for clarifying the program details, which alleviated his concerns. He also mentioned his intention to withdraw his complaint, acknowledging that he should have contacted our agency directly to resolve his concerns before filing a complaint.

  
  ****** reassured **************** that he is welcome to reach out directly with any future questions or concerns regarding his debt management program and provided him with his direct contact information.

  Customer response

  08/27/2024

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

   

  ****** was very helpful with everything. I appreciate his support and clarification. 

• Initial Complaint

  08/13/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I CONTACTED THIS BUSINESS TO CLEAR UP MY CREDIT. AFTER CAREFUL CONSIDERATION I CHANGED MY MIND AND NO LONGER WANTED THIS SERVICE FROM THIS COMPANY. SINCE THAT TIME I HAVE CALLED AND SPOKE TO THE PERSON THAT SIGNED ME UP AND HE KEEPS TELLING ME THAT I CANNOT CANCEL MY SERVICES. IVE NEVER HEARD OF SUCH A THING! SINCE THAT TIME THEY KEEP TRYING TO TAKE MONEY FROM MY CHECKING ACCOUNT EVEN AFTER HOURS LIKE 3AM. I JUST WANT THIS COMPANY TO LEAVE MY ACCOUNT ALONE AND TO STOP TRYING TO TAKE MONEY FROM IT!!! I KEEP WRITING THEM, SENDING EMAILS, AND CALLING AND NOTHING IS WORKING!!! PLEASE I JUST WANT TO BE LEFT ALONE!!! MAKE THEM STOP PLEASE!!!

  

  Business response

  09/12/2024

  We are writing in response to ******************* ***** complaint regarding her request to cancel her services with our agency.

  
  By way of background, Consumer Credit Counseling Foundation, Inc. (CCCF), established in 2002, is an ISO 9001:2015 certified 501(c)(3) nonprofit organization that provides free and low-cost financial education, credit counseling, debt management solutions,community seminars, and outreach programs for consumers aiming to manage their debt and achieve financial stability.

  
  On June 27, 2024, ************ contacted our agency to inquire about our credit counseling and debt management services. During this initial communication, she spoke with one of our certified credit counselors who conducted a comprehensive budget analysis. This analysis involves reviewing the consumers financial situation, including income, expenses, and current credit card debt, in accordance with state regulations. This process helps determine whether enrollment in a debt management plan is viable and suitable for the consumers needs. After reviewing ******************* information, the credit counselor recommended enrollment in a debt management plan, which ************ elected to pursue.

  
  Several weeks after enrolling in the debt management program, ************ contacted our customer service center on July 22, 2024, requesting to cancel her services. She informed the representative that she had decided to pay her creditors directly and no longer required our assistance. The representative explained that, per CCCFs terms and conditions, written or electronic notice of cancellation would be required.Additionally, ************ was asked to provide documentation confirming that her balances had been paid in full, as our agency had already initiated the proposal process with her creditors. This request aligns with our standard procedures to ensure a smooth cancellation process by allowing us to notify the creditors of the cancellation properly. At no point did CCCF stipulate that the account would not be canceled if ************ refused to provide the payment documentation.
  

  We received Ms. ***** electronic notice of cancellation via email on July *******, and her account was promptly canceled the same day.

  Customer response

  09/12/2024

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

• Initial Complaint

  07/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I engaged with with service to reduce my debt. I have had a monthly bank draft for years. However I paid off my credit cards early. I need CCCF to acknowledge my obligations have been filled and I would like to have them stop drafting from my account. They do not answer phone class during business hours. They phone calls cut off. I want a resolution where they acknowledge my payments are complete per my own independent payments. They do not answer the phone and Im at a loss. They will continue to draft $120 monthly despite me having independently completed my obligations

  

  Business response

  07/15/2024

  We write in response to ********************************* purported complaint.

  
  First, we would like to address ********************** concerns regarding difficulties speaking with our customer service center during business hours. We would like to apologize if ******************** has experienced any difficulty in contacting us during business hours. A review of ******************** account as well as our system logs show that the last time ******************** contacted our customer service center regarding her account was on 05/20/2024 at approximately 12:38pm PDT, and as of today, there have not been any additional inbound calls from ******************** since 05/20/2024. It should also be noted that in addition to contacting CCCF by phone, clients are always welcome and able to contact us via our website or via email.

  
  Secondly, we would like to address ********************** concerns regarding her debt management plan completion. A review of her shows that ******************* as of 07/14/2024 has provided documentation from her creditors showing that the accounts enrolled in her debt management plan with CCCF have been paid in full. We would like to congratulate ******************** on completing her debt management program and her achieving becoming debt-free, and we have marked the accounts as paid in full and her DMP as completed. Additionally, we can confirm that all future bank drafts have been cancelled as of today and that no further funds will be drafted from her bank account.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I enrolled in the program June 13,2024 with the help of Bouzy. There was no problem enrolling, until I decided I wanted to unenroll after plans changed. I began calling Monday July 8 to contact ***** to unenroll. Every time I dialed his extension, he would not answer. He would not respond to emails, voicemails, or scheduled call backs. The same woman who answered the phone when I called gave me the run around and told me only ***** could cancel it. Three days I called to an avail. Finally I turned off my caller ID on my phone and ***** answered. He then transferred me to someone who helped me unenroll. The woman told me her supervisor was always busy and told me no one else could help. They both were playing a game with me because they knew I wanted to unenroll. I paid $100 to enroll and i feel I deserve a refund for that, after being tossed around like this and inconvenienced. Very unprofessional way to conduct business. I should not have to call for three days to try and get a hold of one person.

  

  Business response

  07/22/2024

  We write in response to Ms. ************************* purported complaint regarding cancellation of her debt management program and refund of monies paid to CCCF. CCCF strives to provide excellent customer service to all ***********************, so we were concerned and saddened to hear that ****************** feels her experience with CCCF did not meet her expectations. By way of background, Consumer Credit Counseling Foundation, Inc., founded in 2002, is a 501(c)(3) non-profit credit counseling organization whose primary function is to provide free-of-charge and low-cost credit counseling and financial education. CCCF is an ISO 9001:2015 entity and has been certified ISO-compliant since July 2006 for quality management, and, closely follows the guidelines and industry standard practices as promulgated by the *********** of *********** Consumer Credit Counseling ******** ********** *************** Counseling *********** of America, "FCAA")

  
  On 06/13/2024. ****************** contacted our organization to inquire about our various credit counseling and debt management program services we provide to consumers. One of our certified credit counselors spoke with ****************** to first get a brief, cursory understanding of her current financial situation, and to get some idea of what specific service(s) she was interested in possibly retaining. She had expressed concern regarding credit card debt she had acquired, and wanted to find out more about our debt management program. Consistent with our counseling process, we provided ****************** the opportunity, to which she obliged, to have a financial counseling session conducted, which includes a full-scope budget analysis and in-depth questionnaire, and is used to help determine whether any of the services our agency provides would be appropriate and beneficial for her based on her current situation. Once the initial counseling session concluded, the counselor had determined, based on the information provided by ******************,that enrollment into a debt management program would be appropriate and beneficial to her. ******* agreed with the assessment, and elected to move forward with enrollment. ****************** was then assessed a one-time account setup fee in the amount of $100.00. Additionally, ********************** first creditor payment was scheduled to be drafted from her account on 07/05/2024.

  
  A review of Ms. ******** account shows that on 7/5/2024, ****************** contact our customer service center and spoke with representative *************, and inquire as to whether we had submitted payment to her creditors yet. The representative informed ****************** that she was only just drafted that day on 7/5/2024, and that CCCF typically disburses funds 4-5 days after a client is drafted for their payment, and that once disbursed, creditors typically show the payment reflected on the clients account within 72 hours from when they receive the funds. ****************** acknowledge she understood the process and would follow up with her creditors once the funds had been disbursed. ****************** then contacted our customer service center 3 days later on 7/8/2024 requesting to cancel her account. The representative assisting ****************** advised ****************** that she would need to first speak with the enrollment specialist who had originally assisted her during the initial enrollment process. Additionally, our customer service center arranged for ***************** to receive a call back from her enrollment specialist. Further review of Ms. ******** account shows that she called in 24 hours later on 7/9/2024 and had expressed frustration that her enrollment specialist had not contacted her yet and claimed that the enrollment specialist was intentionally not returning her calls. Additionally, ****************** stated she wanted to escalate the matter to a supervisor.

  Further review of Ms. ******** account shows that her account was cancelled by a supervisor on 7/11/2024. Additionally, ******************* has been refunded all monies paid to CCCF, which includes the $100.00 enrollment fee which has been refunded back to the original method of payment (Card *8110) as well as the first scheduled creditor payment of $151.00 drafted on 7/5/2024, which was issued via check on 7/11/2024 to the address provided by ******************.

  Customer response

  07/22/2024

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

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was contacting about receiving a copy of my statements from start to current on my DMP and was told I would get them and week later I understand that it was 4th of July week previously but why does sending statements take this long to be sent? It doesn't take a whole week to send an email and would like to receive the statements I requested this is the last place I would want to be I preferred to keep it one on one with a representative instead of posting a complaint just to do a small favor. The statements (need in PDF Format) I want are from May 2022 to July 2024 and my email is *********************** I will once say again I am not here to discredit the company by any means.

  

  Business response

  08/01/2024

  We are writing in response to Mr. ******************** recent complaint concerning his claim that CCCF did not honor his request to have *************** Program (DMP) account activity statements emailed or mailed to him.
  Upon reviewing Mr. ********* account, we found that he contacted our *********************** on July 3, 2024, requesting copies of the account activity statements for the period of January 2024 to June 2024 to be emailed to him. The representative ******************** spoke with, ****, informed him that his request would be forwarded to the appropriate department, and that he should expect a response within ***** hours.

  
  Our ******************* promptly emailed the requested documentation to ******************** on the same day. Subsequently, ******************** requested additional account statements via email for different dates, which were also sent to him on July 3, 2024. On July 5, 2024, ******************** sent another email requesting yet another set of account statements. Unfortunately, it appears that this particular documentation was inadvertently sent to him via U.S. Mail instead of email.

  
  Further review of his account shows no additional correspondence from ******************** indicating that he did not receive the requested documentation. Therefore, it was assumed that he had received everything he requested.
  We assure ******************** that CCCF is committed to providing excellent customer service to all our clients. We apologize if he feels that this standard was not met, and we regret any inconvenience this may have caused.

  
  To ensure ******************** has received all the requested documentation, we have sent him a complete accounting of all activity on his account with ********************** as of today, both via email and U.S. Certified Mail. A copy of the documentation is also attached to this response.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 7, 2024 Friday I contacted CCCFU and signed up for the service. After reviewing the BBB reviews, I immediately called and emailed the representative and the company on the same day June 7th to request cancellation. On June 10, 2024, I followed up on my cancellation request and received a call from a manager or owner who explained the program in detail. After a 45-minute conversation, I agreed to start with the service. However, after reviewing my finances, I realized I could not commit to the payments. Fifteen minutes after my conversation with ###k on June 10th, I called again to cancel the agreement, cancel the *** $471.00 and requested a refund of $100.00 set up fee. I also followed up my cancellation request with a text, email to the company, the manager, and the person who started my account. I also requested a cancellation confirmation and removal of my bank and credit card information in accordance with CPNI regulations.As of today, June 17, 2024, I noticed a pending charge of $471.00 from CCCFU on my account. Despite multiple calls, messages, and texts to the manager, I have not received confirmation of my account cancellation. I requested immediate confirmation of my account cancellation and a full refund of the $471.00 charge and the $100.00 setup fee. I also request the immediate removal of my bank and credit card informations immediately. Around 4:30pm onJune 17th CCCFU contacted me, stating that someone from the finance or billing department would call me. I asked for the name of the person who would call me, but the representative couldn't provide it. I also asked if my account has been cancelled and her replied was it wasnt cancelled. I asked why not and she didnt have an answer for me. I repeatedly asked if they would call me back today, as I knew the office closes at 5 PM. She confirmed that someone would call. However, I waited until 5:15PM, and no one has contacted me. Please cancel my acct and issue refund as requested

  

  Business response

  06/28/2024

  We write in response to ******************************* purported complaint. A review of ****************** account shows that her account has been cancelled as of 6/18/2024 and that all money paid to CCCF by ****************** have been refunded back to her. 

  Customer response

  06/30/2024

   
  Complaint: 21864098
  
  The account was cancelled on June 19th. The $100.00 set up has been refunded. However the *** of $471.00 that was taken from account has not been refunded yet. I sent an email requested a status but I havent  receive a reply. Please send me the refund asap. 
  
  Sincerely,
  
  ***************************

  

  Business response

  07/01/2024

  ****************** has been fully refunded. CCCF initiated an electronic refund via ACH in the amount of $471.00 on 6/28/2024. She should expect to see the funds available in her bank account within 3-5 business. We have attached documentation from our bank evidencing her refund. For security reasons, part of ****************** bank account number has been redacted. We hope this documentation will assuage any concerns ****************** may have regarding her expected refund. 

  Customer response

  07/06/2024

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

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to contact them about canceling my plan. But they transfer me and no one answers then later they say they will give me a call that same day only to not get a call back. Im tired of chasing them around. I just want to cancel my plan pleaseee ??

  

  Business response

  06/24/2024

  We are writing in response to *********************************** purported complaint pertaining to her request to cancel her debt management plan with our organization.

  
  A review of ****************** account shows that **************** elected to enroll into a debt management plan with CCCF on 06/10/2024. We received a call from **************** on 06/12/2024 in which she stated she had changed her mind about enrollment and wanted to cancel service. The representative she spoke with attempted to get in contact with a supervisor, as is our policy and procedure regarding cancellation of services, however a supervisor was not immediately available, so the representative arranged for a call back, to which **************** consented.

  
  Further review of the account shows that someone did reach out to **************** regarding her request to cancel her debt management program and that her account was cancelled on 06/14/2024.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Asked for a copy of my DMP a week ago was told I would receive an email or mail with the agreement and never got it even after asking 3 times. Even left an inquiry that is left open even asked to post pone payment due to financial trouble no reply. I feel like just because of one payment being late shouldn't just automatically mark you as a low priority or to br ignored completely I've never had issues prior to this but this is just in bad taste even for a guy as easy going as me.

  

  Business response

  06/10/2024

  We write in response to ************************ purported complaint. A review of ************************ account shows that he called in Friday 5/24/2024 to request a copy of the debt management agreement that was provided to him when he initially enrolled be sent to him. CCCF typically processes these types of requests within 2-3 business days. Since his request was submitted on the Friday before the Memorial Day holiday, and since CCCF was not open on 5/24/2024 due to the federal holiday, ************************ request was processed on 5/29/2024, and a copy of the agreement went out to him the next day on 5/30/2024 via U.S. Certified Mail. We have attached a copy of the documentation that was mailed to ******************** and long with the tracking information (please note that due to state and federal privacy laws, other than the client's name, we have redacted all sensitive information related to the client agreement)

  Customer response

  06/10/2024

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

*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. ↩