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:05/06/2025

  Type:Customer Service 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 transaction commenced in May 2021. For the past three years, I have consistently paid $803 per month to resolve $32,000 in credit card and loan debt. The business had promised to alleviate my financial burden by offering a consolidation loan that would eliminate my debt within the three-year contract term. However, in November 2024, they initiated wage garnishment for an amount exceeding $1,000 per month.The individuals I have engaged with appear more focused on attributing my financial difficulties to my inability to understand the extensively wordy contract instead of begat was promised by the woman who signed me up. Despite my efforts, I have not received any resolution, with the exception of a temporary suspension of payments for three months. Subsequently, they have extended my payment deadline until August, even though I was garnished for one of the accounts. The company has maintained that there are no actions they can take and will continue to charge me until they have fully recovered their funds. Theres also no breakdown of how my 2 1/2 years of payment was spent which is ******. Im now speaking to a lawyer about their business practices.

  

  Business Response

  Date: 05/20/2025

  Hello, thank you for brining this matter to our attention. We spoke with Ms. ****** regarding her complaint and believe her concerns have been addressed. We are currently awaiting her response to confirm that all issues have been fully resolved or if any further action is needed. We will provide a more detailed response as soon as we hear back from Ms. ******* Thank you 

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair 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 have agreed to pay Optimal Debt Solutions $198 a month in order to take care of a few credit cards. I received an email saying they reached an agreement and my agent would contact me within a few days to discuss details. This was months ago and I havent heard anything. I also was served papers regarding one of the claims they were supposed to be handling. I immediately called them and faxed over the paperwork, I was told not to do anything and they would take care of it. Again this was over a month ago. Then today I received a notice in the mail regarding this debt from the court stating it was defaulted to the plaintiff for me not showing up to court. Which I was told not to do by optimal debt solutions. It is impossible to get anyone to give you any answers, you just get the run around. I would like a full refund of everything Ive paid including the fees they have taken out so I can try and pay off this debt by myself.

  Customer Answer

  Date: 09/19/2024

  I called the office and my problems were resolved. 

• Initial Complaint

  Date:08/10/2024

  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 signed up for credit consolidation in January. I agreed to pay 192 monthly, and I have made the payment every month. They used a second hand company to hold my money that I have paid. They have done nothing, and provided no proof that they have done anything. My creditors claim that they have not heard anything from optimal debt solutions when I have reached out to them. At first I was told that it would take six months, and now I am told it will take longer. I could have paid one card off and some of another during this time. They have taken 46% of what I have paid them in monthly fees. I want proof something is being done or my money back. Why is so much being paid in fees every month when nothing is being done? I want all of what I have paid back, if they are not going to provide the service that I am paying for.

  

  Business Response

  Date: 08/23/2024

  Thank you for bringing this matter to our attention. Since receiving this complaint, we have made several attempts to reach ************, but unfortunately,we have not been able to connect with her. While we would prefer to discuss her concerns directly to ensure we fully understand them and can address them appropriately, we also want to respond to the complaint as soon as possible.Therefore, we will do our best to address her concerns here and via email.

  It seems that ************** main concern is the perceived lack of progress with her account over the seven months she has been our client. Although this process does take time, we have already made significant progress during this time. Specifically, we have obtained offers on all three of her enrolled accounts. In some cases, we are waiting for additional funds to build accumulate in ************** account so that we can present an offer for acceptance. In others,we are confident we can achieve a better outcome through our ongoing negotiations.We are currently well ahead of the projected 44-month timeline we initially estimated when ************ joined our program.  

  We spoke we ************ as recently as two weeks ago, and unfortunately these concerns were not mentioned during that conversation. Had they been, we would have been happy to address them at that time. We regret that ************ felt the need to file this complaint, and we apologize if there was anything that made her feel she couldnt share her concerns with us directly.

  As of this response, ************ remains a client in our program. We have not yet been able to reconnect with her to clarify her concerns,but we are fully committed to resolving any outstanding issues she may have. We encourage her to reach out to our client services department or our management team directly to discuss this further. Additionally, if ************ prefers, she has the option to cancel at any time and receive a refund of any unused funds paid into the program.

  Thank you for the opportunity to address this matter.

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair 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.

  On August 30th, 2023 I signed up for a debt consolidation program through Optimal Debt Solution. The agreement was to save and pay off 8 creditors. I paid into the account for 2 months, each payment for 176 dollars. I decided after the 2 payments to cancel program as I was receiving help for a family member. I called and contacted Optimal Debt and Global (the bank my funds were held in) and cancelled as I was instructed to do. I never received any of my money back. I spoke to *********************** Senior Debt Advisor Optimal Debt Solutions ******************* ********************************** and told him I didn't receive my money back. Be said he would be in touch with client services and they would call me back to discuss refund. I didn't get any call. I would like what monies I have owed to me returned. Thank you

  

  Business Response

  Date: 12/21/2023

  Thank you for bringing this to our attention. We have been in contact with ************** and believe we have resolved this matter. We will continue to follow up to ensure her full and complete satisfaction. 

  Customer Answer

  Date: 12/21/2023

  Hello,

   

  I am happy to report that the company did give me a refund.  *************** was very kind, apologetic, and accommodating.  He handled my complaint and was able to resolve my issue.  

   

   

• Initial Complaint

  Date:08/23/2023

  Type:Service or Repair 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.

  Despite paying Optimal Debt Solutions for over two years to settle my debts and constantly being told "Don't do anything. It's being taken care of," I am now being garnished due to Optimal's inability or incapability to do their job. I would like a complete and full refund for everything I have paid to Optimal. I will seek legal action if need be.

  

  Business Response

  Date: 09/11/2023

  Thank you for bringing this to our attention. We are unsure of the timing of this complaint, however, we have resolved the account in question and have been in touch with ************** and will continue to do so until this account is resolved. Please let us know if there is any other information needed. 

  Customer Answer

  Date: 09/20/2023

   
  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. ******* went above and beyond in responding to my complaints and got everything resolved in an amazing fashion.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/10/2023

  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 trained this company for months ago and have been terribly disappointed with the results so far. In truth, I felt pushed into this, and I cannot afford the monthly payment. Because of this, I have missed a few payments. I was told by a man named ****** that he would get me my $400 back, but when I called his number today, I got a different person entirely, and I am waiting for them to get back to me. Working with them is like pulling teeth. I am so frustrated and disappointed. **************

  

  Business Response

  Date: 07/31/2023

  We have spoke with ************** and we feel we were able to resolve this matter. 

• Initial Complaint

  Date:06/06/2023

  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.

  I talk to someone in November of 2022 to help with debt relief. I was still paying on my *********** credit card and struggling to pay the Discover card. When I talk to someone in November I thought they were going to take my money and start paying the two credit cards and he also ask about Fortivia I told him okay to adding that company in it also. When January came *********** and Discover Card contacts me, the amount has gone up. I thought it was because I hadn't sent the paper back to the company Optimal Debt Solution. I hurried sent the paper thinking the next month it should right. No wrong still calling. The amount is getting higher and higher. I called this other company that they probably sit across from and ask the young lady from Global Client Solution about what was going on she explained to me that they have to get in touch with my creditors and negotiate an amount and then they will start making the payments. I'm like that's not what was said the first time I talked to that guy. Well I got sick and I was able to focus more on this situation. I contacted Global Solution today 6/6/23 and the young lady said they kept the money for fees that I owed them. So when I call Optimal Debt Solution, **** claimed they paid ********. All I want is my money back. They were taking $175 out of my account every month from December 2022 until March 2023. Please help. Thank you.

  

  Business Response

  Date: 06/12/2023

  Thank for you for bringing this matter to our attention. ******************** enrolled in our debt resolution program in in Dec, 2022 and we successfully negotiated a settlement on her Fortiva account in April, 2023, resulting in a savings of over $300. However, shortly after that, ******************** stopped making payments toward her program.

  It appears that there was a misunderstanding regarding the nature of our program. ******************** believed that we would make monthly payments towards enrolled accounts. However, we only make payments when we are able to secure a settlement that is less than the total about owed. Given that ******************** was delinquent on her accounts when she joined our program, making monthly payments without obtaining an agreeable settlement would result in those payments being applied to the full balance.

  We strive to provide clear information about how our program works. We communicate this verbally during the enrollment process, during the welcome call, in our service agreement and in our client welcome packet. We are unsure what led ******************** to believe that we make monthly payments, and we regret not having the opportunity to address her concerns prior to the filing of this complaint. 

  We have made numerous attempts to contact ******************** through phone, email and text message both before and after receiving this complaint. Unfortunately, we have been unsuccessful in reaching her, and to date, we have not received a response or any communication from her. We have cancelled her account and initiated a refund of the remaining funds.

• Initial Complaint

  Date:05/21/2023

  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 needed to go through bankruptsy and my friend suggested this place as seen on TV. I called and spoke to ****, unusually accommodating. Gave him my SSN. reports showed what I owe. He said that all combined that my payment would be $****** for 42 months. May even be less. They suggested this way. I even asked what their charges are. He said it is included in amount given to me. They will contact creditors. Tell them the situation. In the meantime, **** said that being I owe a loan to ******** to switch banks. They will contact them. **** said to cut up cards, Block creditors and not to speak to anyone.Then I find out that I am switched to *********************** at ****** Law Firm in **********, **. I talked to her twice and was assured again. I then can not get a hold of her.I am then handed over to Global LLC. A *************************. He said the same thing as the other 2. My monies (******) would be put in a holding and if I change my mind it is there for my taking. Lies upon lies. I forgot to mention the next morning after Optimal, a ****************** came as a notary. 49 pages. Would not explain nor show me. Kept saying, sign, sign and showing me where. I had a TERRIBLE time understanding him. He said I would get these papers. He was here less than an hour. Jamaican? I even complained to ****. Many times I have called these people because I got constant phone calls, texts, mail. They always said that, "not to worry". Companies do that. But they have been told. Up to the present. I insisted on papers, hard copy. Instead they emailed 49 pages to me. My stepson, *********************, got through all of that. I HAVE been frauded. They left me $67. after taking out what they wanted. **** said that they let the money sit and then pay something. I have paid a total of$852.49. I was deliberately misinformed. They never contacted a creditor. I started looking up lawyers and came across: ************************************************************ ***************** ******, ** Need refund.

  

  Business Response

  Date: 06/06/2023

  Thank you for bringing this matter to our attention. **************** is not a client of Optimal Debt Solutions. However, we did speak with **************** and believe her concerns have been resolved. Please let us know if we can be of any further assistance. 

• Initial Complaint

  Date:05/08/2023

  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.

  I entered into a debt management program with Optimal Debt Solutions in February of 2023. At that time, I provided several accounts to be included in the program. I was told they were able to do so and quoted a monthly payment amount.Weeks later, I received a welcome packet from Optimal Debt Solutions, indicating the monthly payment, as quoted. However, my plan only included a fraction of the accounts I originally indicated, of which I had not previously been informed.Over the course of three months, having deposited a total of $350.00 into an account, I was led to believe would be utilized to pay renegotiated payments to my creditors, Optimal Debt Solutions and ***************, the affiliated bank where *********** were being held, had charged fees, totaling nearly $235.00, while NOTHING had been paid to any of the assigned creditors.Additionally, new derogatory remarks and delinquencies were reported to the credit bureaus, making it clear that Optimal Debt Solutions had done nothing, by way of contacting said creditors, nor advocating/negotiating the debts on my behalf.To make matters worse, statements provided by ***************, revealed a discrepancy, indicating an amount of $10.00, unaccounted for.Given these facts, I ask that Global Debt Solutions, refund ALL of the money remitted to them in regard to my account, minus the fees charged by ***************.I have also asked that *************** close my associated account and refund my remaining balance.

  

  Business Response

  Date: 05/25/2023

  Thank you for bringing this matter to our attention. Upon reviewing ************************** account and complaint, it appears that there was a lack of communication and understanding regarding the program. In February, ********************** enrolled in our 37-month debt resolution program. However, during the three months he was with us, only two successful payments were made. We made multiple attempts to contact him through various channels, but received no response until May 8th when he emailed us to cancel the program, expressing dissatisfaction with the lack of effort in negotiating, making payments, and contacting creditors. This indicates a misunderstanding of how the program operates. Typically, most clients see their first settlement within 4-6 months with consistent payments.

  All information relevant to Mr. ********** complaint is conveyed verbally during the enrollment process and welcome call, as well as in writing through our service agreement and welcome packet. Unfortunately, we were unable to complete the welcome call with *********************** While we strive to ensure all clients are well-informed about the program and know what to expect throughout the process, communication is crucial for our programs success.

  We regret not resolving this matter prior to receiving a complaint, but we have refunded all the funds, less 3rd party banking fees, that ********************** paid into the program. We hope this resolves the issue, and ********************** is welcome to contact us anytime if there are any additional concerns we can address.

   

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20031013
  
  I am rejecting this response because:

  Claims made, regarding their inability to complete the welcome call and my failure to contact them until May 8th are absolutely false.

  In addition, only two successful payments were made on my part, as I was not willing to make additional payments to Optimal Debt Solutions, after learning that nearly $235.00 of the $350.00 I had deposited, up to that point, went to pay fees, assessed by Optimal Debt Solutions themselves, without first receiving a clear and itemized explanation of the charges and their, considerably higher than industry standard, fees, which are clearly geared toward achieving their own financial gain, and not at all beneficial, nor conducive to achieving debt relief or resolution for the customer. 

  Furthermore, I'm able to provide documented proof, that I made several inquiries and attempts to contact Optimal Debt Solutions, regarding this matter, which went unanswered by Optimal Debt Solutions.

  I'm also able to provide documented proof that the so-called "welcome call" was successfully completed between myself and Optimal Debt Solutions, and that the company's claims of my failure and/or lack of effort to communicate, regarding my account, are completely untrue.

  
  Sincerely,
  
  ***************************