BBB Accredited Business since
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This company offers WWW.CCCSDV.ORG., and Counseling and Education.
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A BBB Accredited Business since
BBB has determined that Clarifi meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Clarifi include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 4 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||4|
|Total Closed Complaints||4|
Business ManagementMs. Patricia Hasson, President Ms. Anita Brown, VP Ms. Debbie Cooper, Director of Counseling Ms. Maureen Keown, Communications Director
Credit & Debt Counseling
Alternate Business NamesCCCS of Delaware Valley Consumer Credit Counseling Service of Delaware Valley
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Additional Phone Numbers
- (800) 989-2227(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: I had credit counseling with them December 2012 for the purposes of enrolling in a Debt Management Plan but the counselor, ***** ******, told me I didn't make enough money to afford one, but to call back if my situation changed. I did have an increase in income and so called back in March to schedule another appointment to potentially do a Debt Management Plan. I got the same counselor, ***** ******, but when he called to confirm the appointment the day before and I told him I had some pressing expenses and would be unable to start the DMP until May, he basically suggested postponing the whole thing. I was upset about this and oomplained to the company using the information they gave me previously as to how to file a complaint, and sent an e-mail to ***** *****. At first it seemed like they were eager to correct the situation and I talked to ***** ******' supervisor, Hope Katz, and set up an appointment with ***** that same morning to go over my new information pertaining to DMP enrollment. ***** figured in something called Call To Action, a program for further concessions on the part of creditors, and said based on that, my monthly payment would be $694 a month. I told him specifically I could not start until May and he said that was okay, but if I did not pay anything to my creditors in the interim, then maybe the rate would be higher. In fact, I received paperwork from them detailing the whole process of initiating the DMP plan and it said if the finalized monthly payment turned out to be higher than $20 a month, the enrollee would be notified. In any case, I got all the paperwork, filled it out immediately and faxed it back to them including a voided check so they could debit my account. I signed a contract stating they would withdraw $694 a month from my account on the 5th of each month starting May 2013 (actually May 6 because the 5th was a Sunday) for a period of 59 months. Then May 6 came, May 7 and May 8 and nothing came of my account. I e-mailed ***** ***** who said she was tied up in meetings but would get back to me later to resolve the situation. A couple hours later I heard from another counselor, I think her name was ******, who said my monthly figure had been calculated wrong because one of my creditors, ********, did not accept the Call to Action concessions and actually my monthly DMP amount would be $755. This seemed to me to be a classic bait and switch tactic. Meanwhile, there was no apology or even explanation of why no one notified me of this fact between March 26, 2013 when I signed the contract and May 9 when I called to find out why the DMP withdrawal hadn't taken place. Now I was mad and, I admit, somewhat abusive in some e-mails I sent, castigating the intelligence of the counselor who did not apparently know about ******** not accepting Call to Action. However, I think I was naive in believing this. What I think happened was, of course he know about this circumstance, but they were deliberately setting me up to pull this bait-and-switch routine so I would pay a higher amount and they could pocket the increase. Why do I think this? Because I subsequently called another credit counseling agency, who gave me a figure of $718 a month DMP payment on the same credit card debt including the ******** non-acceptance of Call to Action. Now of course the variable is the monthly fee is what the counseling agency charges to administer the DMP, and Clarifi's fee at $50 is on the high side, but that was already supposedly included in the initial $694 figure. So why are they jacking up the cost from $694 to $755, a $61 increase, solely on the basis of the Call to Action situation, when another agency told me the $718 figure which also took into account the Call to Action circumstance? I feel that they were holding against me the fact that I initially complained and so deliberately ignored the contract I signed with them, failed to tell me of the different terms until I called them and then basically gave me terms of $61 more a month which is $3600 more over the terms of a 5-year contract for the express purpose of ripping me off.
Desired Settlement: I want an apology from ***** *****, who never offered one. Also, I filed a survey the day after this happened that supposedly went to the president, ***** Hasson, demanding an apology. What I got instead was an e-mail starting out "Dear Friend of Clarifi" and had some sarcastic wording that said something like "do you find your money disappearing and don't know where it went every month" or some such thing, and went on to try to sell some product they were offering. I took the whole thing as a sarcastic dig. I want an apology from ***** ****** , the president personally and not some sarcastic product advertisement implying that I don't know how to handle my money.
Business Response: Please see attached response
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.
|9/16/2011||Problems with Product/Service|
|5/10/2011||Problems with Product/Service|
|4/7/2011||Problems with Product/Service|