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:11/08/2024

  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 not liable for this debt with charter communications, I do not have a contract with TrueAccord Corp. they did not provide me with the original contract as i requested

  Business Response

  Date: 11/20/2024

  On November 12, 2024, 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 is unable to locate a ******* ************** account for this consumer based on the information provided in this complaint. In order to do so, we would need additional details, such as the account number listed on the communications received from our office.
  
  

  Customer Answer

  Date: 11/20/2024

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

  i would like this removed from my credit report immediately 

• Initial Complaint

  Date:11/08/2024

  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 trying to remove a investigation of 488 dollars from my old Internet service Viasat today True Accord making me wait a lot time please tell them to remove the investigation and work with Viasat to give me a refund for 488 dollars

  Business Response

  Date: 11/17/2024

  On November 12, 2024, TrueAccord Corp. received the BBB complaint filed by **** ******* (“consumer”). We take every complaint seriously and appreciate the opportunity to address their 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 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 October 18, 2024. On October 21, 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 November 6, 2024, the consumer contacted TrueAccord via email and telephone requesting a refund indicating that they had originally returned the equipment to the original creditor.  We processed this as a dispute, paused collection activity, and requested debt verification from the current creditor. 

  On November 8, 2024, the consumer contacted TrueAccord via telephone requesting the contact information for the current creditor, so that he could request a refund. The agent assisting the consumer provided the current creditors contact information, which was provided to the consumer. 

  Please note, the current creditor removed the consumer’s account from our system on November 15, 2024, 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.

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

  
  

  Customer Answer

  Date: 11/17/2024

  
  
  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

  Date:10/24/2024

  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 am not liable for this debt with TRUEACCORD CORPORATION. I do not have a contract with the TRUEACCORD CORPORATION. They did not provide me with the original contract as requested

  Customer Answer

  Date: 10/25/2024

  I had no idea of this account . i am not liable for this account as well as  i have no contract with TRUEACCORD CORP i would like this resolved and a correction to my credit report immediately.

  Business Response

  Date: 10/29/2024

  On October 24, 2024, TrueAccord Corp. received the BBB complaint filed by ******** ************** (“consumer”). TrueAccord has not heard from the consumer prior to this complaint. We take every complaint seriously and appreciate the opportunity to address their 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 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 20, 2024. On August 22, 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 **** ******* ********************************** for the consumer to learn more information about their federal rights.

  On October 25, 2024, TrueAccord received the consumer’s credit bureau dispute alleging that the account was not his.  We processed this dispute, paused collection activity, and requested debt verification from the current creditor. 

  As a result of this dispute, TrueAccord submitted  a request on October 26, 2024 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.

  Please note, the current creditor removed the consumer’s account from our system on October 28, 2024, 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.

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

  
  

• Initial Complaint

  Date:10/17/2024

  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 received an email from them stating I owe a debt!!! This is fraudulent! I have never had any dealing with **** *** that’s listed on the email. Do not put this collection on my credit report!!!

  Customer Answer

  Date: 10/18/2024

  I have never had an account with cash net! I think this collection agency is doing fraudulent activity!!! I do not want them putting information on my credit report for an account I never owned! If there is proof it is FRAUD 

  Business Response

  Date: 10/24/2024

  On October 21, 2024, 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 October 7, 2024. 
    
  On October 10, 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 10, 2024, TrueAccord received an identity theft dispute sent by the consumer. As a result, TrueAccord requested debt verification from the current creditor and will send it to the address that we have on file. All collection activity has been paused pending the resolution of the identity theft dispute.
  
  If the consumer believes that this account is a result of fraud/identity theft, the current creditor will need additional information from the consumer to conduct an investigation. This can include a completed FTC affidavit (which can be found at ******************************), a police report, or any other documents that they believe would be relevant to investigate their claim.
  
  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:10/11/2024

  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 paid most of the balance and I want to set up a payment plan and pay the rest of the balance but the balance is wrong and I have proof of the remaining balance.

  Business Response

  Date: 10/24/2024

  On October 16, 2024, TrueAccord Corp. received the BBB complaint you filed. 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 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 your contact information, with us and we loaded it into our system on August 31, 2024. 
  
  On September 3, 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.
  
  TrueAccord updated your account to reflect your dispute during your inbound phone call on October 11, 2024. We requested your debt verification from ****** and will not resume collection activity until verification has been provided.
  
  In the process of investigating this complaint, we reached out to ******. ****** provided the following information:
  
  Affirm's records indicate that loan ********* was processed on March 26, 2024, for a purchase with the merchant, *****, in the amount of $267.48. This loan has terms of 34.59% Annual Percentage Rate (APR) and 12 monthly payments of $26.69 due on the 26th of each month.  No payments were received before the loan became 120 days past due and was charged off on August 25, 2024. 
  
  Affirm encourages all customers to make payments on or before the scheduled due date. Customers won’t incur any late fees, but late payments may impact their ability to take out future loans with ******. If a payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, ****** reserves the right to refer the loan to one of our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  *** ***** submitted a payment to ****** for loan ********* in the amount of $133.45 on August 30, 2024 using his Visa ending in ****** It was noted that the loan was sent to TrueAccord with a remaining balance of $305.82. Upon receipt of this complaint, ****** provided TrueAccord with the appropriate loan documentation which clarified that the correct remaining balance is $172.37.
  
  The Truth in Lending agreement and Loan Verification document is attached for his review. 
  
  *** ***** may wish to contact the merchant directly to confirm the order total and if any refunds are owed on the loan. ****** is simply the financier of a purchase and all refunds and cancellations are subject to the policies of the merchant.
  
  Affirm has not received direct contact from *** ***** regarding any issues with the balance of his loan. Loan ********* is currently charged off to ******’s third party collections partner, TrueAccord. TrueAccord can be reached at ***** ******** for any questions or to schedule payments. TrueAccord contacted ****** on October 14, 2024 to advise that *** ***** was disputing the debt.
  
  In the event he has any further questions or concerns, we encourage him to reach out to ******************************************. 

  Customer Answer

  Date: 10/24/2024

  
  
  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

  Date:10/11/2024

  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 am not liable for this debt with TRUEACCORD CORPORATION. I do not have a contract with TRUEACCORD CORPORATION. They did not provide me with the original contract as I requested.

  Customer Answer

  Date: 10/11/2024

  I’m not sure what I am doing wrong. I informed you that is debt is not mine and should be removed.

  Business Response

  Date: 10/22/2024

  On October 16, 2024, TrueAccord Corp. received the BBB complaint filed by ****** **** (“consumer”). TrueAccord has not heard from the consumer prior to this complaint. We take every complaint seriously and appreciate the opportunity to address their 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 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 July 12, 2024. On July 15, 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.

  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 October 19, 2024 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 or would like to take further action on the account, they may contact us via email at [email protected] or by phone at ***** ********. Thank you.

• Initial Complaint

  Date:10/07/2024

  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 am submitting this complaint regarding a debt collection attempt by TrueAccord for an alleged debt that is not mine. TrueAccord is attempting to collect on a debt they claim is associated with Capitol Community Bank for the amount of $1,901.84. I have already contacted them to dispute this debt, as it does not belong to me, and requested verification. Despite my attempts to resolve this matter and have the debt validated, I have not received the necessary proof confirming the legitimacy of this debt.
  
  I provided documentation to verify my identity and further demonstrate that I am not responsible for this debt. I request that TrueAccord cease all collection efforts until they can adequately verify the debt or confirm that it does not belong to me.

  Business Response

  Date: 10/18/2024

  This is TrueAccord Corp's ("TrueAccord") response to the Better Business Bureau regarding a complaint referenced as ********, submitted by ******* ******* on October 8, 2024. In the complaint, ******* ******* states that they do not owe the debt. For resolution, the consumer has requested validation of the debt and an update to their credit report.
   
  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.
   
  At TrueAccord, we take every complaint seriously and appreciate the opportunity to respond. In response to ******* ********* complaint, we conducted a thorough investigation, and according to our records, TrueAccord has one account in our system for ******* *******, which is the OppLoans account ending in **** (TrueAccord account number ending in ****).
  
  We discovered that *********** ********** *** ********) had assigned a delinquent account belonging to ******* ******* to our organization for collection, with the entry recorded in our system on October 2, 2024. It is important to note that TrueAccord is not the owner of the aforementioned account. On October 4, 2024, TrueAccord sent ******* ******* 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 the consumer to learn more information about their federal rights.
  
  To confirm, we have not heard from the consumer prior to this complaint. TrueAccord has processed this complaint as a dispute. Please note that we are no longer collecting on the account. Since the account is no longer with TrueAccord, we have forwarded this complaint to the current creditor.
  
  In closing, TrueAccord does not report to any of the credit bureaus for this client. If ******* ******* has questions or concerns regarding their credit report, we suggest they contact ***** at ***** ********, or the credit bureaus. 

• Initial Complaint

  Date:10/06/2024

  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 not reliable for this debt with tru accord corporation, I do not have a contract with tru accord corporation, Tjey did not provide me with the original contract as requested

  Business Response

  Date: 10/14/2024

  On October 8, 2024, 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 December 14, 2023. 
  

  On March 18, 2024, TrueAccord sent you an initial letter 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.
  

  On September 16, 2024 and October 7, 2024, TrueAccord received your identity theft dispute request via the credit bureau. As a result, TrueAccord requested debt verification from the current creditor and will send it to the address that we have on file. All collection activity has been paused pending the resolution of the identity theft dispute.
  

  As a result of the dispute request on September 16, 2024, TrueAccord submitted  a request on September 21, 2024 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.
  

  If you have any more questions, you can contact us via email at [email protected] or by phone at ***** ********. Thank you.

  Customer Answer

  Date: 10/14/2024

  
  
  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

  Date:09/28/2024

  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.

  TrueAccord agent ***** ***** contacted me via email claiming I am responsible for a debt originally owned by *** **** ** ********* sold to ********* ******* ******** **** I have submitted a dispute and requested information on the alleged “debt” and to restrict contact to only mail (not email) via Certified Mail, which has been received by the organization. The collector continues to harass me using email and, considering that, I will not access their website or call as I do not wish to provide my phone number. I do not recognize the claimed address, amount, and creditors of the indicated debt. If my credit is affected and/or the harassment continues without verification of debt, I will pursue litigation.

  Business Response

  Date: 10/11/2024

  On October 4, 2024, TrueAccord Corp. received the BBB complaint filed by **** ****** (“consumer”). We take every complaint seriously and appreciate the opportunity to address their 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 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 September 17, 2024. On September 17, 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 September 29, 2024, TrueAccord received the consumer’s certified letter which disputed the debt in question.  On September 30, 2024, the consumer completed TrueAccord’s online web form in which the consumer disputed the debt. Attached to the form, the consumer provided a copy of the aforementioned dispute letter, as well as a receipt dated September 21, 2024 from the United States Postal Service which showed an estimated delivery date of September 24, 2024 for the letter. 

  Please note, TrueAccord did not receive the consumer’s certified letter until September 29, 2024. Between September 17, 2024 and September 29, 2024, TrueAccord sent a total of three (3) outbound emails. 

  TrueAccord notified our client, the current creditor, of the consumer’s dispute and the client subsequently pulled the account from our system on September 30, 2024.  Therefore, TrueAccord is no longer servicing the consumer’s account. If the consumer has any further questions about the account, we suggest the consumer contact the current creditor directly.
  

  
  

• Initial Complaint

  Date:09/26/2024

  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.

  To record as a debt collector I have been setting up payments and making payments through email and what once was an online website profile option and then they deactivated my accounts I couldn't log in and view my information anymore but they were still taking my money and every time I sent emails they did nothing in response to it except they filed my complaint so whereas I'm still paying on past credit card debt I can't see when how much I can't change anything my payment option my due date nothing nothing exists but it once did.

  Business Response

  Date: 10/11/2024

  On October 2, 2024, 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 are 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 January 18, 2024. 
  

  On January 29, 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.
  

  TrueAccord investigated the matter. In order to view additional account information online, you will need to verify your identity by entering the zip code listed on the account.  We believe the issue of you not being able to pass verification to view additional account information online is because the zip code you entered does not match the zip code on the account. We ask that you reach out to ********************** or by phone at ***** ******** to provide an updated address for the account. Make sure to reference the TrueAccord account number ending in **** when you reach out to us. 
  

  In addition, on September 20, 2024, you emailed TrueAccord requesting us to remove your payment information on our file. The agent erred in not canceling the existing payment plan on the account. We have submitted a coaching request for the agent who handled this email. On October 3, 2024, TrueAccord canceled the existing payment plan on the account, and any payments that are pending have been canceled as well.
  

  If you have any more questions, you can contact us via email at ********************** or by phone at ***** ********. Thank you.