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:06/23/2024

  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.

  For the last month or two , I have been receiving daily texts about a debt. I have NO debt - aside from a small mortgage I always pay promptly and credit card balances that I pay in full each and every month. This is harassment and fraud. There is no way I will click on some link they send me. This should be reported to whatever government entity handles this type of harassment and frsuf

  Business Response

  Date: 06/28/2024

  On June 25, 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.

  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.

• Initial Complaint

  Date:06/21/2024

  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.

  This fraud company is sending fake notices of bills for companies I’ve never been associated with. I want the harassment and fraudulent emails to stop. This isn’t even from a company that’s existed in the last 7 years to collect for anyway. LOL

  Business Response

  Date: 07/01/2024

  On June 24, 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.
  
  Please note that the contact information for this account was provided to TrueAccord by the current creditor. Since the consumer has advised us that they are not the account holder, we have unsubscribed the email address ending in aim.com from this account and will not contact the consumer about this account again.
  
  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.
  
  We hope that this response thoroughly addresses the consumer’s concerns.
  
  

• Initial Complaint

  Date:06/06/2024

  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.

  Please see attached

  Business Response

  Date: 06/20/2024

  On June 10, 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 March 7, 2024. 
  

  On March 8, 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 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. 
  

  Please note, TrueAccord reported this account to the credit bureaus on May 19, 2024. As a result of this dispute, TrueAccord has requested that the tradeline be removed from the credit report. It typically takes around 45 days for the credit report to be updated by the credit bureaus. If you have any additional questions regarding credit reporting, we suggest you reach out directly to the credit reporting agencies.
  

  If you have any more questions or would like to take further action on the account, you can contact us via email at *******@trueaccord.com or by phone at ***** ********. Thank you.

  Customer Answer

  Date: 06/20/2024

   
  
  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,
  
  
  
  ***** ******

• Initial Complaint

  Date:05/30/2024

  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 have been sent texts for 2 weeks saying I owe money and this is a collection agency. I owe zero dollars on anything other than my mortgage that is paid monthly on time. I have reported this number as junk and blocked it, I’ve had nothing sent to me by mail or email, nor a phone call. They state I owe 807.41$ with no explanation to where this amount came from.

  Business Response

  Date: 06/07/2024

  On June 3, 2024, TrueAccord Corp. received your BBB complaint. TrueAccord has not heard from you prior to this 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. 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 in question from this account and will not contact you about this account again.
  

  We hope that this response thoroughly addresses your concerns.

  Customer Answer

  Date: 06/07/2024

   
  
  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:05/29/2024

  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.

  To Whom It May Concern,
  
  I am writing to formally notify you that I have no connection with TrueAccord Corp. I have not entered into any contract or agreement with your company, nor have I authorized any debt or account associated with TrueAccord Corp.
  
  I demand that you provide me with the original contract that purportedly bears my signature and verifies my obligation to this debt. As I firmly believe there is no such document, I expect you to cease all collection activities on this account immediately. I demand TrueAccord Corp delete ALL accounts with my name.
  
  Furthermore, I request that TrueAccord Corp. delete any and all information related to my name, address, or other personal identifiers from your records and any credit reporting agencies you may have reported to. Continuing to pursue this matter without valid evidence of my obligation is a violation of my rights under the Fair Debt Collection Practices Act (FDCPA).
  
  Please confirm in writing that you have received this letter and that you will comply with my demands within 30 days. Failure to do so will leave me no option but to consider further action, including filing complaints with the Consumer Financial Protection Bureau (CFPB) and my state's Attorney General's office.
  
  Thank you for your prompt attention to this serious matter.
  
  Sincerely,
  **** ****

  Business Response

  Date: 06/07/2024

  On May 31, 2024, TrueAccord Corp. received the BBB complaint you filed. Please note, TrueAccord received a similar complaint filed with the Consumer Financial Protection Bureau (CFPB) on May 10, 2024, complaint number *************** and on May 23, 2024, we filed our response.  We take every complaint seriously and appreciate the opportunity to re-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 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.

  On the outset, TrueAccord has not and does not credit report for this creditor, but ****** does. If you have any questions regarding credit reporting or would like to report unauthorized activity, we encourage you to reach out directly to the creditor or the credit reporting agencies. You may reach ****** by calling ###-###-#### between the hours of 8 a.m. and 7 p.m. CT seven days a week.

  TrueAccord has four (4) accounts in our system for this consumer. TrueAccord does not own any of the accounts in question. The current creditor placed the accounts, including your contact information, with us and we loaded it into our system. On May 13, 2024, TrueAccord processed a dispute and cease and desist request for ****** loan number ending in N5RS.  As a result of the cease and desist, the current creditor removed all four (4) accounts from our system on May 20, 2024. The last communication sent to you by TrueAccord was on May 10, 2024 prior to the receipt of the aforementioned CFPB complaint. Since the accounts are no longer with TrueAccord, we have forwarded this complaint to the current creditor.

  Lastly, we reached out to ****** again and ****** provided the following information:

  ****** records indicate that your ****** loan (ID *********) was processed on November 23, 2022 in the amount of $353.06. You agreed to make 12 monthly installment payments of $34.33 and the loan APR (Annual Percentage Rate) is 29.48%. Between December 23, 2022 and September 9, 2023 you made nine payments of $34.33 towards the loan. No further payments were made and the loan payments became more than 120 days overdue. The loan was then charged off on January 22, 2024 to ******’s third party collections partner, TrueAccord.

  A second ****** loan (ID *********) was processed on August 31, 2022 in the amount of $342.89. You agreed to make 18 monthly installment payments of $22.23 and the loan APR is 20.15%. Between September 30, 2022 and September 8, 2023, you made 10 payments of $22.23 and one payment of $44.46. No further payments were made and the loan payments became more than 120 days overdue. The loan was then charged off on January 27, 2024 to ******’s third party collections partner, TrueAccord.

  A third ****** loan (ID 18H5-MMJJ) was processed on July 5, 2023 in the amount of $426.16. You agreed to make 6 monthly installment payments of $77.26 and the loan APR is 29.49%. Between August 15, 2023 and September 8, 2023, you made 2 payments of $77.26. No further payments were made and the loan payments became more than 120 days overdue. The loan was then charged off on February, 3 2024 to ******’s third party collections partner, TrueAccord.

  A fourth ****** loan (ID EVMP-A950) was processed on August 19, 2022 in the amount of $357.57. You agreed to make 18 monthly installment payments of $23.34 and the loan APR is 15.23%. Between September 19, 2022 and September 19, 2023, you made 13 payments of $23.34. No further payments were made and the loan payments became more than 120 days overdue. The loan was then charged off on February, 17 2024 to ******’s third party collections partner, TrueAccord.

  If payments are 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, we reserve the right to refer a loan to our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.

  ****** has included copies of both the Truth in Lending Agreement and the loan verification related to these loans for your convenience.

  First, pursuant to Section 17: Credit Reports and Monitoring of the Loan Agreement, you expressly agreed that ****** may report information about your loan to the credit bureaus. Late payments, missed payments or other defaults on your loan may be reflected in your credit report and may impact your credit score (e.g. FICO score).

  Second, ******'s right to furnish credit information (positive or negative) was also disclosed to you in Section 2 Credit Report Authorization and Reporting of ******'s Terms of Service, which you agreed to at the time you created your account on or about November 12, 2017: "You understand that ****** and/or any of its Bank Partners may report information about your loan or Savings Account (such as on-time, late, and missed payments; any defaults; and the fact you paid o? your loan) to consumer reporting agencies, and that such information may be reflected in your credit report or other consumer reports about you."

  Please note, ****** has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time we have confirmed that all credit reporting is accurate and will have to respectfully decline your request to remove credit reporting for the aforementioned loans.

  In the current complaint, you advised that the aforementioned loans were not recognized. In order to investigate this matter further, we ask that you please complete an affidavit to provide further information related to your claim. Once a completed affidavit is received, ****** will conduct an investigation and notify you of the outcome within 30 days. To do so, please see the following link: ****************.

  Per your request, ****** has disabled the notifications associated with your account. You will remain responsible for monitoring the status of your ****** loans by logging into your ****** account online or through the ****** app. In the event you have any further questions or concerns, we encourage you to reach out to ****************."
  

  
  

  Customer Answer

  Date: 06/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  of my dissatisfaction with the ongoing issues regarding my account. Despite numerous complaints, my account still shows an outstanding balance. I require immediate action on your part to rectify this situation.
  It is imperative that TrueAccord sends me a confirmation stating that all my accounts and balances have been deleted. While I understand your recommendation to contact ******, TrueAccord must fulfill its responsibilities and address my concerns directly.
  I expect a prompt resolution to this matter. I will continue to file complaints until I receive satisfactory confirmation that my accounts and balances are cleared. Your immediate attention and action are required to resolve this issue.
  Thank you for your cooperation. 
  
  **** ****

  Business Response

  Date: 06/20/2024

  On June 11, 2024, TrueAccord received your follow up to our response filed on June 7, 2024.  We appreciate you following up on this matter. 

  As we have mentioned previously, TrueAccord is not and has reported these accounts to the credit reporting agencies.  If you have additional questions regarding your credit report, we encourage you to reach out directly to the creditor or the credit reporting agencies. You may reach ****** by calling ###-###-#### between the hours of 8 a.m. and 7 p.m. CT seven days a week.

  Thank you.
  

  
  

• Initial Complaint

  Date:05/27/2024

  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 ******* ******** LLC, I do not have a contract with TrueAccord Corp, they provide me with the original contract as requested.

  Business Response

  Date: 05/30/2024

  On May 28, 2024, TrueAccord Corp. received your BBB complaint. TrueAccord has not heard from you prior to this 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 April 15, 2024. 
  

  On April 24, 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 (https://************************) for you to learn more information about your 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 final note, TrueAccord does not report to any of the credit bureaus for this creditor. If you have questions regarding credit reporting, we suggest you reach out directly to the current creditor or the credit reporting agencies.
  

  If you have any more questions or would like to take further action on the account, you can contact us via email at ********************** or by phone at ***** ********. Thank you.

  
  

  Customer Answer

  Date: 05/30/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  ******* ** ******** **

• Initial Complaint

  Date:05/21/2024

  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.

  Im not liable for this debt of ******* I do not have a contract with TrueAccord. They did not provide me with the original contract as requested.

  Customer Answer

  Date: 05/22/2024

  Yes I am not liable for this debt with ******* I have no knowledge of this debt. I also do not have a contract with TrueAccord. I requested a copy of the contract from TrueAccord and failed to receive one. I am demanding this be removed from my credit report. 

  Business Response

  Date: 05/31/2024

  On May 23, 2024, TrueAccord Corp. received the BBB complaint you filed . TrueAccord has not heard from you prior to this complaint for this account. 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 October 16, 2022. 
   
  On October 18, 2022, 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.
  
  We have processed this complaint as a dispute. We requested your debt verification from ****** and will not resume collection activity until verification has been provided.
  
  Please note that TrueAccord does not credit report for this creditor, but ****** does. If you have any questions regarding credit reporting or would like to report unauthorized activity, we encourage you to reach out directly to the creditor or the credit reporting agencies. You may reach ****** by calling ###-###-#### between the hours of 8 a.m. and 7 p.m. CT seven days a week.
  In the process of investigating this complaint, we reached out to ******. ****** provided the following information:
  
  ****** records indicate that *** ********' ECS Tuning loan (ID *********) was processed on April 11, 2022 in the amount of $1,703.03. *** ********' agreed to make 12 monthly installment payments of $165.16 and the loan APR is 28.96% To date, *** ******** made a payment of $165.16 on May 4, 2022. No further loan payments were made to date, and the loan became more than 120 days overdue. As a result, the loan was charged off on October 10, 2022 to ******'s third party collections partner, TrueAccord.
  
  *** ******** has not contacted ****** directly regarding his claim to date. On May 22, 2024, *** ******** disputed the accuracy of credit reporting associated with his loan with Experian directly. ****** investigated *** ******** claim to find that the loan was reported accurately.
  
  On May 24, 2024, ****** received notice that *** ******** had disputed the validity of the debt with TrueAccord directly. In response, ****** provided the loan verification documents and Truth in Lending disclosure associated with *** ********' loan. For his convenience, they have been attached to this response as well.
  
  Per *** ********' claim that he has no knowledge of the debt reported in his name, ****** has escalated an unauthorized activity case to investigate this further. On May 30, 2024, a member of the ****** Account Safety Team advised *** ******** that he was found to be responsible for loan ID X8ZC-UQ25. *** ******** was advised that he could complete an affidavit for his claim to be reviewed further with the benefit of his input and documentation to support his claim. Once a completed affidavit is received, ****** will investigate his claim and notify him of the outcome within 30 days. To do so, please see the following link: ****************. Information that would assist the investigation would include a loan ID or any information from the credit bureaus regarding an unrecognized loan that is being reported.
  
  In the event that *** ********' has any further questions, ****** encourages him to reach out directly through ****************.
  
  

• Initial Complaint

  Date:05/17/2024

  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 am not liable for this debt with TrueAccord Corp. I do not have a contract with TrueAccord Corp. or LVNV Funding LLC, they did not provide me with the original contract as requested.

  Customer Answer

  Date: 05/17/2024

  I never signed any agreement with TrueAccord Corp. or LVNV Funding LLC and I demand this account be removed from my credit report. 

  Business Response

  Date: 05/28/2024

  On May 20, 2024, TrueAccord Corp. received your BBB complaint. TrueAccord has not heard from you prior to this 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 26, 2023. 
  

  On January 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 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 final note, TrueAccord does not report to any of the credit bureaus for this creditor. If you have any questions regarding credit reporting, we suggest you reach out directly to the current creditor or the credit reporting agencies.
  

  If you have any more questions or would like to take further action on the account, you can contact us via email at [email protected] or by phone at ***** ********. Thank you.

• Initial Complaint

  Date:05/14/2024

  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 asking True Accord to cease and desist all collections efforts. I am asking True Accord to stop all communications with all third parties. I'd ask you remove the trade line If you have it already =

  Customer Answer

  Date: 05/14/2024

  Well for one I didn’t send a template. I am sending a cease and desist demand to prevent true accord from communicating with me and stopping all collection efforts. Also to stop any communication with third parties. I’m demanding true accord provide me a copy of the wet signature contract with true accord. Keep in mind that The law states that billing statements must be Authenticated to validate a Debt.
  The case law ( Arrow Financial service LLC V WRIGHT)

  Business Response

  Date: 05/23/2024

  On May 15, 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 your contact information, with us and we loaded it into our system on May 10, 2024.
  

  On May 13, 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 has processed this complaint as a dispute and requested your debt verification from ******. Also, we have processed this complaint as a cease and desist request. Please note that we are no longer collecting on the account. The last communication sent to you by TrueAccord on this account was on May 13, 2024. Since the account is no longer with TrueAccord, we have forwarded this complaint to the current creditor.
  

  Please note that TrueAccord does not credit report for this creditor, but ****** does. If you have any questions regarding credit reporting or would like to report unauthorized activity, we encourage you to reach out directly to the creditor or the credit reporting agencies. You may reach ****** by calling ###-###-#### between the hours of 8 a.m. and 7 p.m. CT seven days a week.
  

  In the event that you have any further questions, we encourage you to reach out to ****** via ****************.
  

  In the process of investigating this complaint, we reached out to ******. ****** provided the following information:

  Affirm records indicate that your Purple LLC loan (ID EK5X-2AVQ) was processed on December 4, 2023, in the amount of $3,262.43. You agreed to make 12 monthly installment payments of $271.87 and the loan APR is 0.0%. No payments have been made towards the loan to date. As a result, the loan payments became more than 120 days overdue, and the loan was charged off as a result. The loan was charged off on May 4, 2024, to ******’s third party collections partner, TrueAccord.

  If payments are 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, we reserve the right to refer a loan to our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.

  Please note, ****** has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed on ******’s Terms of Use and Privacy Policy as well as your Loan Agreement which you consented to and approved when you obtained ******’s loan. At this time, ****** has confirmed that all credit reporting is accurate. ****** must respectfully decline your request to remove your loan from credit reporting.

  Per your request, ****** has attached the loan verification document and signed Truth in Lending disclosure to validate the loan in your name.

  Affirm has not received any direct contact from you regarding this matter outside of the current complaint. Per your request, ****** has disabled communications regarding your ****** account. You may update your notification preferences by calling the ****** Customer Care Team at ###-###-#### between the hours of 7 am and 10 pm CST seven days a week.  

  In the event that you have any additional questions, we ask for you to contact ****** directly via ****************.

• Initial Complaint

  Date:04/22/2024

  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 had been on a payment plan with this company and they allowed me to reschedule my last payment so a different date. When that date approached they never debited the last payment of $40 and sold my debt to a different company. This true accord company screwed me out of all the payments i made and now i am paying through a different debt collector all over again. When i called to find out what happened they said the debt was just no longer with them. What was the point of paying all that money to them just to get screwed over at the last payment. Mind you i called in to reschedule that last payment and an employee did it on their end. When i mentioned this they told me they can see it was rescheduled but not debited. Theres was no way they were willing or able to resolve this issue and they basically robbed me for all the payments i had already made.

  Business Response

  Date: 05/03/2024

  On April 24, 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 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 consumer’s contact information, with us and we loaded it into our system on July 22, 2022. On July 25, 2022, 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 10, 2022, TrueAccord sent the consumer an email which provided multiple payment options that would allow the consumer to resolve the balance.  On the same day the consumer established a 6-month recurring payment arrangement that would effectively resolve their account for an amount less than owed. 

  On November 3, 2022, the consumer emailed TrueAccord requesting to lessen the monthly payment thus adding an additional two months to the payment plan. 

  On April 27, 2023, the consumer contacted TrueAccord to inquire about combining the last two payments to be paid on May 29, 2023. TrueAccord sent the consumer a modified payment plan via email on the same day.  However, on May 12, 2024, the current creditor removed the account from our system and the payment arrangement was canceled. 

  Since the payments were remitted to the current creditor over a year ago and the payments were posted according to the consumer’s chosen date and time and in accordance with the terms and conditions that the consumer agreed to, TrueAccord is unable to refund the payments. 

  While investigating this complaint, TrueAccord reached out to the current creditor and confirmed that the account in question has been placed with a new agency.  However, the current creditor has agreed to honor the modified payment arrangement that was established with TrueAccord on April 27, 2023 and accept the last payment of $84.70.  Please contact the current creditor’s customer service line at ************. The account has been noted and they will be able to assist the consumer. 

  TrueAccord apologizes for any inconvenience this has caused the consumer and we hope that this response thoroughly addresses their concerns.  Thank you. 

  
  

  Business Response

  Date: 05/13/2024

  On May 6, 2024, TrueAccord received your follow up to our response filed on May 3, 2024. We appreciate you following up on this matter.  

  TrueAccord is a third party debt collection company. TrueAccord does not own the accounts that are placed with us, nor do we sell accounts.  On May 12, 2024, the current creditor removed the account in question from our system, this action was not requested by TrueAccord. 

  TrueAccord reached out to the current creditor while investigating this complaint. As a result of the complaint and request from TrueAccord, the current creditor agreed to accept the final payment of $84.70 to resolve the account in question.  As of May 3, 2024, prior to the filing of our response, the current creditor confirmed that your account was noted and that if you contacted their customer service line at ************, they would be able to assist you. 

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

  
  

  Customer Answer

  Date: 05/13/2024

  I did contact true accord and was told there was nothing they could do at the time of the last payment. It doesnt make sense how a different debt collector was able to request my account while i still had a remaining payment and schedule worked out. Im not going to keep going back and fourth due to true accord knowing what they did and what what done was out of negligence.