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:12/30/2022

  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.

  I am the Resident Finance Supervisor at the ******************. We have two newer residents (RB & SP) whose funds were being voluntarily managed by Total Financial Solutions. TFS has not sent any funds for either resident since admission (10/11/22 & 11/14/22) despite several phone calls, voicemails, and emails requesting their funds. These individuals have had NO access to their monies whatsoever. We continue to receive a run-around to obtain their funds. "check has been sent", "check was returned wet with smeared address, we will re-send", "the supervisor who closes the accounts is out of the office until 1/9/22" - this is 11 days away, after we have already been told the check would be sent. When they do actually answer their phones, it seems that they do not have a clue about what is going on with these accounts and they blame it on another worker who is not available to assist. I just want to get these two individuals their funds, obtain proof this is all the funds that they were managing (bank statements), and have the accounts closed out entirely. These are two Veterans that served our country and their finances need to be managed appropriately.

  Business Response

  Date: 01/13/2023

  I apologize that you have run into these issues when dealing with our company.  It is true that I (the supervisor that closes accounts) was gone for a time and that the other employees in the office were unaware of the status of these accounts.  That being said, we have received a *** on only one of these individuals stating that they want to close their account with us (which was received mid December).  We cannot close an account or release information on an account without either the consent from the individual or a *** authorizing someone other than the individual to receive info/close the account/receive funds, etc.  We are working on closing the account we received the *** on, but with the holidays and me being gone, I will admit that it has taken longer than normal.  Regardless, IVR has been receiving all of the individual's monthly income for the last couple of months so the funds should be there to provide the individual.  I agree that these are Veterans that served our country and should be treated with respect and have their finances managed appropriately.  I do apologize for you receiving the run around from our company.  That is not how we want to conduct business. I will finish closing the account for the one individual and forward any left over funds to the individual along with all of the bank statements requested.  We will need a request in writing (or a ***) from the other individual in question in order to close that account.

  Customer Answer

  Date: 01/13/2023

   
  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,
  
  *****************************