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Complaint Details
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Initial Complaint
04/18/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I set up a program with them and then made my first payment. Instead of taking the payment that was meant for my creditors, they took all of their fees. None of the money meant for my creditors was taken at all. I have tried to call them, have tried to communicate through email to no avail. I require contact.
Business response
04/20/2023
To whom it may concern:
I would like to address each of the clients concerns. Regarding the clients payment withdrawals, the client enrolled in Auto-pay to begin on April 17 for their regular payment of $142.00 plus an extra $15.00 for the set-up fee. We sent the information to the bank for withdrawal and only received the $15.00 payment; we were advised the $142.00 payment was returned NSF. It is typical for banks to pay smaller withdrawal amounts before any larger ones to avoid numerous fees to their customers. We do not indicate which withdrawal will be paid when there are insufficient funds for all pending payments, this would be a banking policy. According to the client's bank, there simply was not $157.00 in the bank account to cover both withdrawals.
In regard to the client stating they sent numerous inquiries to us and we did not respond, we checked all records and received no emails from our client during this timeframe;the last email we received was on March 19 regarding a different issue. We did receive a phone call with a voicemail left at 7:23 PM on April 17. Our client services department closes at 5:00 PM, so the voicemail was in our queue to respond to the next day. We typically respond to all voicemails and emails within four business hours. We received this BBB complaint within an hour of opening on the morning of April 18. There is no lack of responsiveness from Family Credit Management. We always answer our phones during regular business hours. We have since discussed these issues with the client and consider the issue to be resolved.Initial Complaint
06/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On June 16th, I set up the auto payments that would be needed to get the ball rolling for them to pay my bills that were listed in the contract which was Upstart, Paypal, and Wayfair. The amount taken from my bank account was $244. Days went by and all of the accounts were now in past due and late fees were showing up. When I went to call Family Credit, they kept assuring me payments were going through when in fact weren't. My credit score has dropped and now I have over $130 in late fees because they did not pay the accounts that I had given them money to do so. This business was supposed to be helping me lessen my debt but instead is causing me more. When I went to close the account on June 22nd, they told me a refund would be credited back to my bank account. They never told me how much it would be or when that would happen. The account or client number is 146173.All I really would like is a refund of the money they took and an apology from the business.Business response
06/29/2022
We have reviewed our clients concerns and believe they have been resolved.
It is important to note the clients first payment was made on Thursday, June 16th,and on June 22nd, they elected to close their account. When we receive payments from clients, they are not guaranteed funds, and we hold them,in most cases, about three business days before disbursing funds to creditors.
Under federal law, creditors are not allowed to report late payments to the credit bureau until a payment is past due at least 30 days after their due date, so these few days would not have affected their credit score.
A refund was initiated to the clients bank account on June 23rd, the day after their request, and it should have posted to their bank account by noon on June 24th.
We try to relay to all of our clients it can take time for creditors to approve enrollment in the program; however, we are sorry the program did not work out as the client had hoped, and we wish them all the best.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.