ComplaintsforThe Credit Pros

• Initial Complaint

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This complaint involves the dates: November 06 2023 , December 01 2023 and January 01 2024. The Credit pros offered the services to me promising to fix my credit score only in three months.I was paying the amount of $ ****** each month (november to january) according to the agreement with ****** who was identified as the credit pros's employee.The nature of Credit Pros' dispute is that during the three months I paid I called them because I kept seeing the account in collection on my credit that they promised to remove from my credit. Since November 6, when ****** sold me the services, she promised to delete of my credit report in three months and never did it.After three months and my payments have been made, different employees of The Credit Pros begin an attack of daily calls morning, afternoon and night. Telling me that I must continue with my monthly payments until the collections issue is resolved, I tell them that ****** committed to me to resolve it in three months, and I do not understand why after three months they did not resolve the Collections issue, and no one answered my calls about how my case was going. I repeat that the commitment was for three months, that you can listen to the initial audio of the call on November 6 2023, to verify it, and that I do not wish to continue if they do not respect the conditions and promise that they initially made. To which they respond with a letter that if I don't continue paying monthly and indefinitely, they will send me to collections. (for a service they never did).Reference: 484229112484-2291128FL

  Business response

  03/15/2024

  Hello *****;

  We are sorry that you are disappointed but appreciate your feedback. Satisfying our customers is very important to us and Im sorry our product/ service didnt meet your expectations. I am glad you were able to speak to one of our representatives about the account and misunderstanding.  I fully respect your decision and can only apologize for any problems you experienced when trying to cancel the account, your account is currently cancelled, and it will be fully refunded.  

  We wish you the best of luck. 

  The Credit Pros. 

  Business response

  03/15/2024

  We spoke to the client and he understood the misunderstanding and we found a solution to refund it.  The client mentioned once the refund is received, he will remove the complaint. 

  Thanks 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I started with this company back in September, with the assumption that they was the best in the business, when starting with this company this communication started off very bad, I could not get ahold of the rep that sign me up even though he said he would be with me through this process his name was *****, never heard from the guy again and never could get ahold of him at his main number, then a manager said she was taking over my case and since then she has not been around either. I though with 6 months of paying I would be finish with this process or had of seen some strong results. I even tried to reach out to the *** and could never get ahold of him either. I really thought this company would be different, there ratings was very good and people claim to say that they was best in the business. Its was hard coughing out that much money when you really don't have it and not get any results. I paid all my credit card down and that's what has boost my score, they claim they could get bankruptcy removed and accounts associated to them removed, but again 6 months later and they are still on the report and credit bureaus are not budging. I am sick of going back and forward with your rep on this issue, I feel cheated

  Business response

  03/13/2024

  Hello *****;

  Thank you for your email. We take customer satisfaction seriously and are glad to hear from you.
  First, I would like to apologize for the frustration you've been experiencing recently trying to understand our process and for not getting all the results you wanted.  I am glad you were able to speak to us and received a final review with a refund back to your account.   We are sorry that you are disappointed but appreciate your feedback. Satisfying our customers is very important to us and Im sorry our product/ service didnt meet your expectations. I fully respect your decision and can only apologize for any problems you experienced..

  We wish you the best of luck.

  The Credit Pros 

  Business response

  03/13/2024

  Hello *****;

  Thank you for your email. We take customer satisfaction seriously and are glad to hear from you.
  First, I would like to apologize for the frustration you've been experiencing recently trying to understand our process and for not getting all the results you wanted.  I am glad you were able to speak to us and received a final review with a refund back to your account.   We are sorry that you are disappointed but appreciate your feedback. Satisfying our customers is very important to us and Im sorry our product/ service didnt meet your expectations. I fully respect your decision and can only apologize for any problems you experienced..

  We wish you the best of luck.

  The Credit Pros 

  Business response

  03/13/2024

  We were able to speak with client and review his account, a refund was also given to this client for $164.25 client had results while working with our company but not all the results he wanted.  Client agreed to remove this complaint since we found a solution.  Can you please confirm if this is going to be not published?
  Thanks 
  The Credit Pros 

  Customer response

  03/13/2024

   
  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

  02/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  hai,actually i was puchase kohls on nov 2023 but unfortunatly i could not able make the payment on time because my familyand me caught on COVID then i paidoff recently. i am planing to buy a house so my credit score is very low please help me to increse my score thanks

  Business response

  03/04/2024

  Hello Sakthivelu Suryamoorthi;

  Thank you for reaching out to us. We want to assure you that we've received your message and are committed to providing you with a swift response.
  However, after reviewing your message, we encountered a challenge in locating your account based on the information provided. Our records indicate you do not have an existing account with us. 

  Alternatively, you can reach out to our Client Success team at ************.
  
  We truly value your cooperation, and we're eager to assist you further. Thank you for your patience and understanding.

  Business response

  03/06/2024

  Hello!

  This is not a complaint; this consumer is looking for credit repair services to help dispute a store's account.   Please remove from complaints. 

  This consumer is not a client of our company. 

  Thanks

  The Credit Pros 

• Initial Complaint

  02/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 02/09/2024 I ***************************** contacted the credit pros to cancel/close my account which I have had opened a few months prior to see if they could help clear up my credit report everything was working well until I requested my account be closed through there online chat menu they acted like my request to cancel didn't matter and even tried to tell me everything they have done for me I responded with that's not what I requested to which they ceased all communication and tried calling me I denied the call cause my carrier said it was suspicious spam so now they won't stop calling me they have tried 5 times straight all I want is for my account to be closed at this point.

  Business response

  02/13/2024

  Hello Mrs *******;

  This communication is to confirm that your account is currently closed on 2/9/2024 as per your request.  Our team was just trying to provide you with a final account review, the results you had before the account was terminated.   Our team members also called you to inform you the file was canceled leaving you a voice message.  We are sorry that you are disappointed but appreciate your feedback. Satisfying our customers is very important to us and Im sorry our product/ service didnt meet your expectations. I fully respect your decision and can only apologize for any problems you experienced when trying to cancel the account.  

  We wish you the best of luck. 

  The Credit Pros. 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a subscription with them they did not say what they were going to. Do they fix nothing on my credit I was within the 90 day moneyback guarantee. They told me they were going to refund my money. They had refunded only $200 of it and now I cant get in contact with a supervisor I mean this is ridiculous.

  Business response

  01/23/2024

  Hello Mrs. ********************** style="font-size: 0.875rem;">I hope this message finds you well.  We tried to call you at the appointment scheduled for today, but you were unreachable.   I recognize the importance of your recent refund request and want to ensure that you are fully informed about the billing details related to your account.

  All the refunds were processed on 1/16/2024, and to ensure transparency, we have emailed you the receipts for all the refund transactions as well.   

  Please contact your bank directly to review these refunds. 

  If you have any other questions. please reply to the email sent from us and we will be more than happy to assist you. 

  We wish you the best of luck. 

  Have a great day !

  The Credit Pros. 

  
  
  

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called the Credit Pros in the last week of ******* to inform them that due to a change in my current income and employment, I could not longer afford their services and needed to cancel my account. I have also called before this time to do so, and they reduced my payment. I spoke with someone who was very kind and stated they wanted to continue to help me. They offered the month of ******* for free so that my credit repair that was in the process would continue to progress favorably. Since the month of ******* was offered free of charge, I agreed to keep my account open with ********************** Pros since this sounded like a great offer. The next day I was still charged and now when I call in only the resolution department can help me to cancel my account (this was not so when I called in previously) and they are not in to help me so I have to make an appointment later this week to cancel my account now and no refund was offered. Now, it sounds like a scam, and I would really like this company to cancel my account, refund the latest charges, and no longer have access to my financial institution.

  Business response

  01/04/2024

  Hello ********;

  Thank you for your email. We take customer satisfaction seriously and are glad to hear from you.
  First, I would like to apologize for the frustration you've been experiencing recently while trying to cancel your account.   Satisfying our customers is very important to us and Im sorry our product/ service didnt meet your expectations.  After full investigation we did try to help you by waiving the January's payment, we fully respect your decision and can only apologize for this misunderstanding when you called us.  As per your request your account is currently cancelled, and the last payment charged on 12/30/23 has been refunded to the card on file.   Please allow 3 to 5 business days for the funds to be back in your account. 
  We wish you the best of luck. 
  The Credit Pros 
  

• Initial Complaint

  11/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed with Credit Pros through *************************** who did an in-depth review of my credit report prior to signing.I had inaccurate & outdated information on my account & he guaranteed these would come off if we signed given the data on my credit report shows that almost all are too old to be on my credit.He had me add my husband as well promising a 90 day money-back guarantee & constant advocating for us until these items were fixed & we were satisfied.He explained their timeline & showed us how to follow what theyre doing for us through the app.Credit pros sent out the initial letters as they said they would & have done nothing since.After these letters,we waited the 30 days & when there was no response from the creditors, as per their instructions, we called to let them know.We were then told ************************ us & to wait 45 days.We waited, still received no ************* credit dropped 26 points with nothing added.I called Credit Pros.I was connected to the credit repair specialist ******* who couldnt explain the drop.She was to consult a team & promised to call back the next day.I explained I am a special ed ******** & cannot take calls before 4:30.She called back a few days later & at a time I couldnt speak.Calls continued during my work *********** never did what they promised.My husband tried making appointments to speak with them.He would give his number but they would call me not him. When we did get them on the phone they asked us to give them more time to fix it, admitting they failed us.I was also told to apply for a car & a credit card in September b/c they said my score would definitely be worthy then.They said I need a credit card.I applied for a car & got high interest & have gotten denied for credit cards b/c I was misled by them. I have 640+ scores & 100% on time payments.I was denied for the items they promised to fix & ********** affected the creditors decisions.They have provided no refund as guaranteed. We paid for services not rendered.

  Business response

  12/04/2023

  Thank you for your email. We take customer satisfaction seriously and are glad to hear from you.
  We are sorry that you are disappointed but appreciate your feedback.  I am glad ******************** was able to speak with one of our managers to try to resolve this matter.   I understand arranging an appointment during working hours has not been easy, but we are here to help and to continue working in your credit report. 

  We would like to provide an update and explanation of any questions, concerns and misunderstood information. If there has been nothing removed or improved and you have been enrolled for 90 days, you most certainly are entitled to be refunded under our guarantee.  A full refund was not issue because you had deletions and results, as our agreement stays, we do not guarantee any particular results as it relates to your credit report or credit score, you may terminate this agreement at any time without any termination fee or other penalty.  Our Team was trying to contact you to help you clarify all these concerns.  We are sorry that you are disappointed but appreciate your feedback, our company does not take advantages in any form as you mentioned. Satisfying our customers is very important to us and Im sorry our product/ service didnt meet your expectations.

  Please let us know the best way to assist you to resolve this matter and email us at *************************************

  Thank you 

  The Credit Pros. 

• Initial Complaint

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 26 2023, I started a account with ********************** pros to help repair credit. At that time I was told they had a 90 day money-back guarantee with 1 stipulation that if I was unhappy with the service I could request a refund. Today is October 24, and I was told they weren't going to refund me as I was unhappy with the service. Instead they move the goal posts on me and said that they give a refund if no work had been performed. When I agreed to this arrangement it was understood if I was unhappy with service, not if no work was done.

  Business response

  11/02/2023

  Hello ******************;

  We are sorry that you are disappointed but appreciate your feedback. 

  First, I would like to apologize for the frustration you've been experiencing recently while trying to cancel your account.  

  Our **************************************************************************** improved and you have been enrolled for 90 days, you most certainly are *********** be refunded under our guarantee.  A full refund was not issue during your cancellation because you had deletions and results, as our agreement stays, we do not guarantee any particular results as it relates to your credit report or credit score, you may terminate this agreement at any time without any termination fee or other penalty.  Our Team was trying to contact you to explain how this works and we apologize for any miscommunication or confusion about this matter during your enrollment period.  

  Satisfying our customers is very important to us and Im sorry our product/ service didnt meet your expectations.  We issued a full refund back to your account and cancelled your account as requested. 

  We wish you the best of luck.

  The Credit Pros. 

  Customer response

  11/02/2023

   
  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

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company offered to do a $1.00 hold for a period so I could discuss with my wife. We decided against the expense and canceled immediately. After my cancellation they charged ****** and disregarded my cancellation. No services provided and I have the cancellation emails. Will not refund money at all. Even with their money back guarantee

  Business response

  10/31/2023

  Hello ****************;

  We take customer satisfaction seriously and are glad to hear from you.  First, I would like to apologize for the frustration you've been experiencing recently while trying to cancel your account.  We fully respect your decision and can only apologize for any problems you experienced when trying to cancel the account, your account is currently cancelled, and the payment charged on 10/13/23 has been refunded to account you provided us.   

  We wish you the best of luck.

  The Credit Pros

  Business response

  10/31/2023

  Hello ****************;

  We take customer satisfaction seriously and are glad to hear from you.  First, I would like to apologize for the frustration you've been experiencing recently while trying to cancel your account.  We fully respect your decision and can only apologize for any problems you experienced when trying to cancel the account, your account is currently cancelled, and the payment charged on 10/13/23 has been refunded to account you provided us.   

  
  We wish you the best of luck.

  
  The Credit Pros

• Initial Complaint

  09/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I call to change my method of payment from credit card to checking account number. The representative didnt comply instead hung up the call and disconnected after I as for a refund and to cancelled my account they owe me *****. I know they didnt do anything in the ten days or so I been a member. I am going to call my credit card phone number to get a refund too.

  Business response

  10/03/2023

  Hello ********************;

  Thank you for your feedback.  We apologize for any inconvenience you experienced while trying to cancel your account.   As per our conversation with one of our managers your account was closed, the confirmation was sent to you via email to confirm the cancellation and refund of your services - as requested. We asked that you allow 3 to 5 business days depending of course on your credit card company before it is applied.    As we stated in our phone conversation, we are unable to comply and take bank information as a payment method.   

  We regret to see you go but we hope you can give us another opportunity in the future to help you repair your credit.

  We wish you the best of luck. 

  The Credit Pros. 

  Business response

  10/03/2023

  Hello BBB;

  Can you please review this complaint.    We cancelled the client and refunded him as requested but he was upset we did not take his bank information instead of his credit card.  Our company only accepts debit or credit cards, and it is a company's policy that we cannot change.  

  Can we dispute this complaint not to be published?  

  Thanks 

*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. ↩