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:08/11/2025

  Type:Billing 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 submitting this complaint on behalf of my son. I believe he is the victim of identify theft. AT&T notified us on April 25, 2024, that his personal information was compromised and released on the dark web. This is the second time within 6 months that a debt collector has sent him unsolicited texts. (This time it is TrueAccord; it was a different debt collector 6 months ago). To date, he has received 4 texts from TrueAccord beginning on July 24, 2025 (7/24, 7/27, 8/3, 8/8). Because we never click on links within or respond to unexpected texts, no contact has been made with the sender. My son does not owe any debts to anyone. Other than the texts, he has never received any specific information about this debt from TrueAccord. I have no confidence that these texts are coming from a reputable company, but instead, may be a scammer impersonating this company. If from TrueAccord, then I want the texts to ************ to stop and for TrueAccord to correct any negative information that may have been sent to credit reporting agencies regarding this debt.

  Business Response

  Date: 08/25/2025

  On August 15, 2025, TrueAccord Corp. received the BBB complaint filed by ***** ***** (“the consumer”). We take every complaint seriously and appreciate the opportunity to address the consumer’s concerns. 

  TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to meet the requirements of the state, federal and local laws and regulations governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.

  The contact information for this account was provided to TrueAccord by the current creditor. Since the consumer has advised us that their son is not the account holder, we have unsubscribed the phone number (************) from this account and will not contact the consumer’s son about this account again.  Please note the current creditor has also advised us they too have removed the phone number in question.

  We hope that this response thoroughly addresses the consumer’s concerns.
  

  
  

  Customer Answer

  Date: 08/27/2025

  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.  

  If my complaint and/or the business's response gets posted to the BBB website, I ask that you please ensure that my son's phone number is redacted from all communication prior to publication.  Thank you very much for your attention to this matter.

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

• Initial Complaint

  Date:08/10/2025

  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.

  Hi im coming to tell on this company!! True accord has ignored 3 months worth of requests for debt validation. From what ive learned this is a violation of my consumer rights FDCPA  Failure to validate the debt upon request by the consumer. i want this account removed from my credit reports!! My cfpb complaints get auto closed without review which is completely unfair!!

  Customer Answer

  Date: 08/12/2025

  if the bbb has recieved multiple complaints about this company then that is proof of them being a crappy company with terrible practices. i described my own experience in the original complaint sent and havent hired anyone nor used template language ..

  Business Response

  Date: 08/14/2025

  On August 13, 2025, TrueAccord Corp. received the BBB complaint filed by ***** *****(“the consumer”). TrueAccord has not heard from the consumer prior to this complaint. We take every complaint seriously and appreciate the opportunity to address the consumer’s concerns. 
  TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to meet the requirements of the state, federal and local laws and regulations governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.
  TrueAccord does not own the account in question. The current creditor placed the account, including the consumer’s contact information, with us and we loaded it into our system on January 28, 2025. 
  
  On January 30, 2025, TrueAccord sent the consumer an initial email detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the CFPB website (****************) for the consumer to learn more information about their federal rights.
  TrueAccord has processed this complaint as a dispute. We have paused collection activity, requested debt verification from the current creditor, and will not resume collections until after the debt verification has been sent to the address on file. 
  As a result of this dispute, TrueAccord submitted a request on August 2, 2025 for the tradeline to be removed from the consumer’s credit report. It typically takes around 45 days for the credit report to be updated by the credit bureaus. If the consumer has additional questions regarding credit reporting, we suggest they reach out directly to the credit reporting agencies.
  If the consumer has any more questions, they may contact us via email at  or by phone at ###-###-####. Thank you.
  
  
  

• Initial Complaint

  Date:08/08/2025

  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 am writing to formally file a complaint against TrueAccord Corporation, a debt collection agency that is currently reporting a debt to my credit file that I do not acknowledge and am not legally responsible for.
  
  I have not received any verifiable documentation proving the validity or ownership of this alleged debt, despite previous requests. Under the Fair Debt Collection Practices Act (FDCPA) and the Fair Credit Reporting Act (FCRA), I have the right to request full verification of any debt before it is reported or pursued. This has not been honored.
  
  TrueAccord is willfully causing harm to my credit by continuing to report a debt that has not been validated, and they have failed to cease collection efforts upon my request. This action is misleading, damaging, and potentially unlawful.
  
  I am requesting the BBB’s assistance in resolving this matter. Specifically, I demand that:
  1. TrueAccord immediately cease all reporting of this alleged debt to the credit bureaus;
  2. All information regarding this account be permanently removed from my credit report;
  3. TrueAccord provide full verification of the debt including original creditor details, signed contracts, and itemized statements—if they intend to continue collection efforts.
  
  If they are unable to provide proper documentation, they must cease all communication and reporting as required by federal law.
  
  I am requesting a prompt investigation into this matter and expect a formal response from TrueAccord through your office. I have also submitted disputes to the credit bureaus directly.
  
  Thank you for your time and attention

  Customer Answer

  Date: 08/11/2025

  True Accord did not provide me with full validation or proof of this debt.

  Business Response

  Date: 08/14/2025

  On August 11, 2025, TrueAccord Corp. received the BBB complaint filed by ******** ***** (“the consumer”). TrueAccord has not heard from the consumer prior to this complaint. We take every complaint seriously and appreciate the opportunity to address the consumer’s concerns. 
  TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to meet the requirements of the state, federal and local laws and regulations governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.
  TrueAccord does not own the account in question. The current creditor placed the account, including the consumer’s contact information, with us and we loaded it into our system on April 25, 2025. 
  
  On April 28, 2025, TrueAccord sent the consumer an initial email detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the CFPB website (****************) for the consumer to learn more information about their federal rights.
  On July 29, 2025, TrueAccord received the consumer’s dispute via an Automated Consumer Dispute Verification (ACDV) form from  the credit reporting agencies.  We paused collection activity, requested debt verification from the current creditor, and will not resume collections until after the debt verification has been sent to the address on file.
  The FDCPA does not require a debt collector to send verification documentation within 30 days. The only requirement is that a debt collector cease collection activity until such documentation is sent to the consumer.
  If the consumer has any more questions, they may contact us via email  or by phone at ###-###-####. Thank you.
  
  

• Initial Complaint

  Date:08/07/2025

  Type:Billing 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.

  True accord account paid with loan id 611015 with the original creditor ********* and they have yet to notify the original creditor has been paid in the amount of $101.93 on 7/11/25 as of my most recent conversation with the company on 8/5/25, yet I see multiple replies stating they do so in a matter of days. This needs to be reported to the original creditor and I need proof this account has been paid and information has been sent to the original creditor.

  Business Response

  Date: 08/12/2025

  On August 7, 2025, TrueAccord Corp. received your BBB complaint. We take every complaint seriously and appreciate the opportunity to address your concerns. 

  TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to exceed the minimum regulatory requirements of the state, federal and local laws governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.
  

  TrueAccord does not own the account in question. The current creditor placed the account, including the contact information, with us and we loaded it into our system on February 11, 2025.
  

  On February 13, 2025, TrueAccord sent you an initial letter detailing the creditor, an itemization of the amount due, and how the debt could be disputed. It also included a link to the CFPB website (****************) for you to learn more information about your federal rights.
  

  Per our records, the consumer’s account was resolved on July 11, 2025. TrueAccord’s system is set up to automatically notify all creditors when payments are made on their accounts.  Depending on the creditor, it can take a couple of days for the full information transfer.  However, TrueAccord provides consumers with a letter confirming that the account is resolved after processing the final payment.

  TrueAccord reached out to the current creditor and they stated that the account is showing as resolved in their system.
  

  If you have any more questions about the account, we suggest you contact the current creditor directly. Thank you.

  Customer Answer

  Date: 08/13/2025

  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

  Date:07/30/2025

  Type:Billing 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.

  Received a text from this company with no actual info on it claiming I owe them $800 some for something, from some business I've never seen before called ********* capital systems, llc. I'm not sure what this is, but after looking them up it seems like the company buys dead debt from ******* well past the statute of limitations.
  
  Only, I've never had *******. And I pay my bills on time. Y'all need to delete my number because I'm pretty sure you're looking for the person who had this number before I did. And I've had it for 7 years so honestly you should not even be going after whoever that person is either. The debt is clearly a zombie.
  
  Also, it's not my job to verify my identity before you tell me why you're texting me. You need to include the legal disclaimers in your text messages and make sure they're addressed to the correct person. That's literally your job.
  
  I have no idea who you are or why you are texting me. So either clarify and send me the original debt and proof that it is mine and you owe it, per both my states and federal regulations, or stop contacting me.

  Business Response

  Date: 08/04/2025

  On July 31, 2025, TrueAccord Corp. received your BBB complaint. We take every complaint seriously and appreciate the opportunity to address your concerns. 

  TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to exceed the minimum regulatory requirements of the state, federal and local laws governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.
  

  Please note that the contact information for this account was provided to TrueAccord by the current creditor. Since you have advised us that you are not the account holder, we have unsubscribed the phone number from this account and will not contact you about this account again.
  

  We hope that this response thoroughly addresses your concerns.

  Business Response

  Date: 08/08/2025

  On August 5, 2025, TrueAccord Corp. received your reply to our response filed on August 4, 2025.  We take every complaint seriously and appreciate the opportunity to again address your concerns.
  

  Please note that the account in question is not under your name, and the current creditor for the account is ********* Capital Systems, LLC. Also, TrueAccord was unable to find an account in our system that matches your information.
  

  We hope that this response thoroughly addresses your concerns.

  Customer Answer

  Date: 08/08/2025

  
  
  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.
  
  
  
  The business should provide this information up front as is required by the FCRA. 
  
  
  
  ******* ******

• Initial Complaint

  Date:07/27/2025

  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 am not liable for this debt with 11 Charter Communications. I do not have a contract with TrueAccord Corporation, they did not provide me with the original contract as requested

  Customer Answer

  Date: 07/28/2025

  My credit report is showing I have a charge off that I have no knowledge of.  I have no billing statement or any documented  information pertaining to this debt as it just showed up on my report. I have sent a corresponding dispute to Transunion as well to remedy this situation. I submit this complaint against  True Accord Corporation bc I have no known account with this  company. I respectfully ask to have this removed from my credit report.

  Business Response

  Date: 08/06/2025

  TrueAccord Corp received the dispute filed with the CFPB in this complaint.
  TrueAccord has processed the dispute. We have paused collection activity, requested debt verification from the current creditor, and will not resume collections until after the debt verification has been provided to the consumer.
  
  

• Initial Complaint

  Date:07/23/2025

  Type:Billing 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 recently pulled my credit report and noticed I have a collection / charge off on my report from Comcast services with the account number of *****************. I have contacted comcast on multiple occasions and they have stated they are going to remove the account from my credit report. They have also placed a goodwill note on the account to have it removed. I have contacted trueaccord with no resolution. I am asking that you assist with getting this removed from my credit report. All of my payments to comcast were auto paid and when I cancelled the service department, I was advised by the representative I didn't owe a bill after turning in all of the equipment. I am asking for your assistance with removing this from my credit report.

  Business Response

  Date: 07/25/2025

  On July 23, 2025, TrueAccord Corp. received your BBB complaint. We take every complaint seriously and appreciate the opportunity to address your concerns. 

  TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to exceed the minimum regulatory requirements of the state, federal and local laws governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.
  

  TrueAccord does not own the account in question. The current creditor placed the account, including the contact information, with us and we loaded it into our system on August 19, 2024. 
  

  On August 21, 2024, TrueAccord sent you an initial email detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the CFPB website (********************************) for you to learn more information about your federal rights.
  

  Per our records, the account was resolved on December 16, 2024. TrueAccord’s system is set up to automatically notify all creditors when payments are made on the accounts.  Depending on the creditor, it can take a couple of days for the full information transfer.  However, TrueAccord provides consumers with a letter confirming that the account is resolved after processing the final payment. If you have any more questions about the account, we suggest you contact the current creditor directly.
  

  Please note, TrueAccord submitted a request on July 24, 2025 for the tradeline to be removed from your credit report. It typically takes around 45 days for the credit report to be updated by the credit bureaus. If you have additional questions regarding credit reporting, we suggest you reach out directly to the credit reporting agencies. Thank you.

  Customer Answer

  Date: 07/26/2025

  
  
  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 as long as the collection is removed from my credit report. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:07/21/2025

  Type:Billing 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.

  In October 2024, I received a notification from this company that they had acquired my debt from a different company. I set up a payment plan with them that would last from NOV 2, 2024-SEP 6, 2025. The initial payment was for $1,191.60. We reached a compromise offer of $1,012.86. This means me and TrueAccord entered a binding contract for the payment of $1,012.86. This was split into 12 payments of $84.41, with the last payment being Sep 6, 2025, for $84.35. On July 12th, 2025, I was charged for the payment due for July. This meant that only 2 months' worth of payments were left, $84.41 for August and $84.35 for September. On July 19th, 2025, I attempted to pay this remaining balance through TrueAccord's payment website but was declined. I then called their automated services number (888) 316 5474 and followed their instructions to make this payment over the phone. As soon as this transaction was approved, I was charged $347.50. This means I was charged the remaining balance of $168.76 plus $178.74, which was the total amount that was agreed to be removed for the compromise offer. On July 21, 2025, I called TrueAccord and asked to speak with an agent to discuss this charge and get a refund of $178.74. The agent; who was also the supervisor, told me that I would have to reach out to my bank to dispute the charge, get a full refund of $347.50, and then make the payment again for $168.76 to settle my debt. I have attached all email correspondence from TrueAccord on this matter. I am owed a simple refund. However, I have been told that despite me following their direct instructions and doing the right thing, I now have to do the work in getting my refund and being up to date with my debt that has already been paid in full. This is a nefarious and sinister tactic because it takes 45 days to dispute this charge from my bank, another week or two to be issued the refund. By then I will be in default and owe them more money. Please just send me my refund. Stop stealing.

  Business Response

  Date: 08/07/2025

  On July 23, 2025, TrueAccord Corp. received the BBB complaint filed by **** ****** (“the consumer”). We take every complaint seriously and appreciate the opportunity to address the consumer’s concerns. 
  TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to meet the requirements of the state, federal and local laws and regulations governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.
  TrueAccord does not own the account in question. The current creditor placed the account, including the consumer’s contact information, with us and we loaded it into our system on August 19, 2024. 
  
  On August 20, 2024, TrueAccord sent the consumer an initial email detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the CFPB website  for the consumer to learn more information about their federal rights.
  On October 27, 2024, the consumer set up a payment arrangement to resolve the account for less than the outstanding balance. The consumer successfully made each payment from November 2024 through July 2025. 
  On July 18, 2025, the consumer called TrueAccord and utilized our Integrated Voice Response System (IVR) to make an extra payment towards their account. The system asks the consumer to enter their TrueAccord account number and states the remaining full balance of the account. The IVR then provides the consumer with two options, press (1) to pay the full balance owed or press (2) to pay another amount. The consumer chose the first option, which is why the consumer’s payment was for the full outstanding balance.
  
  We have reached out to our client and they have confirmed they will be refunding the consumer’s payment directly and updating the status to reflect the account as resolved for less than the outstanding balance. Please allow time for the client to process the refund and update the account status.
  If the consumer has any more questions about the account, we suggest they contact the current creditor directly. Thank you.
  
  

  Customer Answer

  Date: 08/08/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23631388 and find that this resolution is satisfactory to me. A few things on the response from TrueAccord. They claim that I chose the first option (press (1) to pay the full balance owed), which is why my payment was processed for the full outstanding balance. This is simply not true and sad that a business will say this. Nobody is that eager to pay a bill that they do not listen to full instructions. There was no option to press (2). To add more detail, their Automated service is digit input only, meaning it tells you to press numbers to confirm things, instead of speech. I had to do this when I confirmed my account number; I typed and confirmed it by pressing (1). This means that if there was a button to press 2, it would have asked me to input my outstanding balance amount, which was $178.74. How do you dial decimal points for an automated service? Simple, you don't.

  I appreciate them reaching out to their client to resolve this issue and I will wait for my refund. I will make another complaint if I do not receive it. Lastly, this is an issue that should be resolved by customer services quickly, but for some reason we had to engage in this song and dance for a simple refund. I recommend the firm review their policies and training as this will happen to another person soon if it is not taken care of. Thank you.

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

• Initial Complaint

  Date:07/07/2025

  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 have tried calling Trueaccord but keep getting people asking to pull my report while I'm trying to verify the debt and where it's from. When I submitted a dispute it does not show Trueaccord but it shows Charter Communications. When I looked up that company it states it's for Spectrum. I called Spectrum who could not locate an account in my name from any of my previous addresses in the areas they service. There was no previous account under my name nor phone number (I've had the same number for over 10 years. Unfortunately, the agent stated she could not use my social security number to look for any accounts under my name. I'm unaware of this debt that was recently placed on my credit report. I would like a verification of this debt and how I would owe the amount of $198 when even Spectrum could not locate an account under my name. I want this debt removed from my credit reports ASAP.
  
  Thank you
  
  ****** ******

  Customer Answer

  Date: 07/08/2025

  For clarification,  I'm unaware of where the debt from Trueaccord comes from. I have no notifications from any company with a past due or owing an amount of $198. I want Trueaccord to remove this debt from my credit report.

   

  Thank you

   

  ****** ****** 

  Business Response

  Date: 07/17/2025

  On July 9, 2025, TrueAccord Corp. received the BBB complaint filed by ****** ****** (“the consumer”). TrueAccord has not heard from the consumer prior to this complaint. We take every complaint seriously and appreciate the opportunity to address the consumer’s concerns. 
  TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to meet the requirements of the state, federal and local laws and regulations governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.
  TrueAccord does not own the account in question. The current creditor placed the account, including the consumer’s contact information, with us and we loaded it into our system on April 17, 2025. 
  
  On April 19, 2025, TrueAccord sent the consumer an initial email detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the CFPB website (********************************) for the consumer to learn more information about their federal rights.
  On July 8, 2025, TrueAccord received the consumer’s dispute via an Automated Consumer Dispute Verification (ACDV) form from  the credit reporting agencies.  We paused collection activity, requested debt verification from the current creditor, and will not resume collections until after the debt verification has been sent to the address on file. 
  To confirm, TrueAccord records do not reflect any inbound telephone calls from this consumer. 
  If the consumer has any more questions, they may contact us via email at [email protected] or by phone at ***** ********. Thank you.
  
  

• Initial Complaint

  Date:07/07/2025

  Type:Billing 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 July 3, 2025 TrueAccord sent me an email citing they have attempted to contact me numerous times to pay an alleged debt. The debt they are attempting to collect was discharged under a bankruptcy in 2020. I do not have an account with TrueAccord or LVNV Funding whom they claim to be collecting on behalf of. I have attached the email for reference. I ask that this company and any affiliates thereof cease contact with me and remove if present any negative info on my credit files, such as Experian, Equifax, and Transunion.

  Business Response

  Date: 07/11/2025

  On July 7, 2025, TrueAccord Corp. received the BBB complaint filed by ******* ******* (“the consumer”). TrueAccord has not heard from the consumer prior to this complaint. We take every complaint seriously and appreciate the opportunity to address the consumer’s concerns. 

  TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to meet the requirements of the state, federal and local laws and regulations governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.

  TrueAccord does not own the account in question. The current creditor placed the account, including the consumer’s contact information, with us and we loaded it into our system on April 30, 2025. 
  
  On May 2, 2025, TrueAccord sent the consumer an initial email detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the CFPB website (********************************) for the consumer to learn more information about their federal rights.

  TrueAccord has processed this complaint as a dispute and a cease and desist. We have terminated collection activity and requested debt verification from the current creditor. 
  Please note that in the regular course of business, the current creditor removed the consumer’s account from our system on July 9, 2025, therefore TrueAccord is no longer collecting on it. Since the account is no longer with TrueAccord, we have forwarded this complaint to the current creditor.

  TrueAccord does not report to any of the credit bureaus for this creditor. If the consumer has questions regarding credit reporting, we suggest they reach out directly to the current creditor or the credit reporting agencies.

  If the consumer has any more questions about the account, we suggest they contact the current creditor directly. Thank you.

  
  

  Customer Answer

  Date: 07/11/2025

  
  
  Better Business Bureau:
  
  
  In reference to complaint ID ********,  I would like to point out that no communication was received prior to the one I provided in the complaint and if TrueAccord was not the creditor why would they assign an account number? The resolution is what I requested so I accept with the clarity aforementioned in this response. 
  
  
  
  Sincerely,
  
  
  
  ******* *******