Complaints

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• Initial Complaint

  Date:04/24/2025

  Type:Product 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.

  This company called Sterling case management of fiduciaries in ****** Arizona located off in ********** they were pointed to me by the veterans affairs because I am a disabled veteran and I am 100% service connected with a disability I believe they have took an advantage of my vulnerabilities as a person of age and a veteran and have utilized this to their advantage to reap what they can out of me and the benefits they're trying to get between the VA and me for whatever contractual reasons or other they have one against their own ethical codes to always benefit the beneficiary at all times as the values they serve as being a fiduciary that they have honored to be and they are not doing that or addressing it they have left me homeless they have left me starving I have to keep begging for my own money I am continually homeless because of them and I have a dependent I am living out of a car in a homeless shelter and refuse to give me money I have argued over and over again my particular situation all they have given me is $100 of my own money out of $4,100 that I get from my disability per month now they have stated that they have used my money and I have no money in my account and now I'm redressing that with several emails but they cannot tell me where this money went I would like to know where my money is going and what they're doing with it and how they can address my problem I don't need a fiduciary if they are stealing from me!!!

  Business Response

  Date: 05/08/2025

  Sterling Case Management & Fiduciaries of Arizona is a professional fiduciary and case management company. We specialize in the unique needs of aging adults and individuals with special needs. Sterling has been vetted by the *********************** to act as federal payee to manage veterans pension or disability income if the veteran is deemed unable to do so by the ************************ We have specific rules and guidelines we must follow and have a thorough understanding of these rules. We provide annual accounting and work very closely with the *********************** regarding our payee beneficiaries and their income. I have attached our appointment letter received by our office on March 17th, 2025. We have been in contact with *** ***** weekly since our appointment in an effort to get him funds for personal needs,housing for his spouse and coverage for his expenses. *** ****** was in a treatment program at the time of our appointment and has just recently moved from treatment, we are working with his team to find housing. His husband has been unhoused, and we have made arrangements for his hotel or shelter. Please note that the *********************** does not allow the Federal Payee, Sterling, to provide homeless veterans cash as they are vulnerable to exploitation. We must pay for services and needs directly. We have also provided *** ***** a ************** this is similar to a prepaid **** but allows us to prevent certain expenses such as gaining access to large amounts of cash please reference ***************** We have tried and continueto try to work with *** ****** regarding a budget and help him live within his means. I sent the following email to *** ***** on April 30th, 2025:

  *** ******: Thank you for your call today. I appreciate your feedback and have taken a look at our records to address any issues with your communication and follow through. In looking at our documentation ***** has been communicating with you since March 18th our team has done its best to keep in touch with you and communicate consistently. I do understand that ***** had some extreme communication issues with her phone and computer last week. We have discussed solutions to this if it happens again, she will utilize our team letting me or ***** know she is having problems so that we can reach out to you. I want you to let us know when your designated day and time for communication is going to work best for you so that ***** and I can be of assistance if ***** is unavailable. Again, this should be a weekly email or phone call to discuss any questions, bills that need to be paid or updates in your situation to that you feel we are addressing your need. Thursday is not available as our ****************** pays bills on Thursday, my recommendation is that the contact day be Tuesday or Wednesday. I have reviewed your file and see that we did pay the remaining balance on your ************************** the reason for the payment in full is based off of two factors.First, VA Protocol tells us as the Fiduciary we must pay premiums in full if possible and second, there was a discount or savings for doing so, saving money for you in the long run. We are currently only paying the minimum payment for your Court Fees in ******, $50/month plus the $5 fee the court charges to make the payment. I would recommend we pay this in full to avoid the extra charges but we will leave that up to you. The savings would be more than $100. We have unblocked Pharmacy Charges on the TrueLink card, you should no longer have any issues with ********* and CVS. We typically block Pharmacy as the VA Covers Medical, this is routine but we recognize there are exceptions and are happy to fix this for you. Current Balance - Your current balance is $3,258.46. Anytime you would like your current balance please include this request in your weekly communication. I believe once we have an established budget you will be able to anticipate your balance at any given time. Please note - The VA Mandates that we save two months of Income in your account for emergencies and anything less that this is considered a "low balance". We of course will work with you to cover necessary expenses, please keep in mind that the ** mandates we work towards this savings goal. We will increase your Personal Allowance to $230/week starting Friday May 2nd. This falls inline with the amount set by the VA Feild Examiner. Cash - The VA mandates that we cannot provide cash or cash back to a homeless veteran for their safety. I recognize this is frustrating,our hands are tied. Once you are housed in a permanent placement we can reevaluate the possibility of cash back on the TrueLink card. I have addressed all of the points we discussed in our phone conversation. With regard to your budget and expenses for you and your spouse, we need invoices to pay any bill and we are required to pay all bills directly to the vendor. Currently we have the following monthly expenses, and we are basing our budget from the invoices you have provided. They are the following: Flagship Car Loan $602/month ************************* $240/month - I understand this has been paid, our budget accounts for saving up so that we can pay in full when it comes due. Court Fees/Payson $55/month Personal Allowance $230/week,$1000/month Fid Fee $161.79/month We are currently waiting for phone and housing invoices from you. Please try to include those in your weekly communication so that we can finalize your budget and take care of those needs for you and your spouse. Thank you again for your call today, I hope this email helps you understand our process a little better and my hope is that with a weekly communication you feel heard and that we can continue to budget your money keeping you and your spouse safe and housed. We have made every effort to assist *** ******* Our Director of Client Finance has reassigned him to a different bookkeeper to demonstrate that we want to find the best fit for him. I have attached the following:

  Appointment letter received in my office March 17th, 2025. Please note that in this letter it shows his spoused income, we have to include that in our budgeting process but we do not have access to those funds.

  Accounting of all expenses paid to *********

  Communication logs showing all of our communications in an effort to assist *** *******

  Statements from TrueLink - Please note we did allow *** ****** a **** allowance to pay for his hotel on 5/7/25.  We were able to secure invoices from the hotel and have explained the situation to the VA.  This is an unusual and typically not allowed, however we wanted to be sure to get him into a shelter.

  Please reach out to me with any additional questions or concerns. 

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

  President

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