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:03/25/2024

  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.

  This creditor has continuously been harassing me for a debt I have no idea off I’ve sent numerous dispute letters and still they haven’t sent me a validation of proof. My next step is to sue them I would kindly ask if they send me a deletion letter or stop reporting this debt to the credit bureau I know my rights

  Customer Answer

  Date: 03/26/2024

  I already sent them a certified letter for this matter and they haven’t responded to my dispute they haven’t sent me any proof that the debt belongs to me I’m tired of being harassed by this creditor 

  Business Response

  Date: 04/01/2024

  On March 26, 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 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 February 24, 2024. On February 29, 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 and cease and desist request. TrueAccord will no longer contact the consumer regarding this account. 

  Please note as a result of the complaint, the current creditor removed the consumer’s account from our system on March 28, 2024, therefore TrueAccord is no longer collecting on it. The last communication sent to the consumer by TrueAccord on this account was on March 17, 2024. Since the account is no longer with TrueAccord, we have forwarded this complaint to the current creditor.

  Lastly, TrueAccord does not report to any of the credit bureaus. 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. Thank you.
  

  
  

  Customer Answer

  Date: 04/01/2024

   
  
  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:03/24/2024

  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.

  Received a email stating I owe $579.41 to this agency. I've never even had any prior correspondence with this company.
  
  Under the FAIR DEBT COLLECTION PRACTICES ACT, I have the right to request and receive validation of the debt. Therefore, please provide me with a copy of all the following: 1) An explanation of what this alleged account balance is for. 2) A complete Audit Trail calculation of this balance, including the complete payment history on this account, so I have proof that the amount is correct. 3) Documentation that shows I agreed to pay this debt with my signature and documentation shows I gave you permission to have my information and paperwork showing I gave you authorization to report this to my credit report. No consent to you having my information and unauthorized use of my social security number is identity theft and you will be reported for such. 4) The Agreement that grants you authority to collect on this alleged debt. 5) A copy of your state license, including license number that give you rights to collect in my state. 6) The purchase agreement. 7) Swear under penalty of perjury you were present during the alleged debt reporting information that you know to be inaccurate or failing to report information correctly violates the Fair Credit Reporting Act.. Also you committed the following FDCPA Violations: ** **** **** ***** False or misleading representations- This debt is reporting falsely. 15 U.S. **** ***** - Furnishing certain deceptive forms- when in fact such person is not so participating. I am not participating in the collection of this alleged debt.

  Business Response

  Date: 03/28/2024

  On March 25, 2024, TrueAccord Corp. received the CFPB complaint filed by ***** **** ***** **********. 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 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 February 22, 2024. On February 23, 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 notified our client, the current creditor, of the consumer’s dispute and the client has subsequently pulled the account from our system on March 27, 2024.  Therefore, TrueAccord is no longer servicing the consumer’s account. Further, our client has advised us that  to resolve this matter they are terminating any further collection efforts on the account.  If the consumer has any further questions about the account, we suggest the consumer contact the current creditor directly.

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

  
  

  Customer Answer

  Date: 03/28/2024

   
  
  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:03/19/2024

  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 keeps texting me “ This is TrueAccord, a debt collector. Your account summary is ready for you. Take a look here: *************************** Reply STOP to opt out.” I do not owe a debt. There is nothing on my credit history, and I have not received any claim by mail. This is harassment for a debt I do not owe.

  Customer Answer

  Date: 03/20/2024

  Good afternoon,

  I just received a notice that my complaint was rejected for two reasons:

  -my complaint uses template language

  -if I am disputing a debt, I need to contact the business via mail

  This does not address my complaint. My complaint may have been perceived of using “template language” because I copied and pasted the text message I received from the company into my complaint to provide the exact communication I was receiving. Please see the attached screenshot of the text message attached to the original complaint.

  Secondly, this complaint was rejected because the BBB assumed I am disputing a debt. I am not disputing a debt. I have no debt owed to this company. If I had received a validation letter that I had a debt in the mail, I would address it directly with the company. The issue is that Trueaccord is harassing me via text message over a debt they have never sent me any information about. This is a clear breach of the Fair Debt Collection Act. It is not my responsibility to contact a company because they send me a text that I owe them money. It is their responsibility to send me a validation letter proving I owe a debt prior to their continued attempt to collect a debt. I have never received any such communication. This business is sending me harassing communication without any establishing claim. I assume this is a case of mistaken identity, however that does not give them the right to harass me. They must send proof I owe a debt to contact me. They have not.

  Please reopen this complaint.

  Sincerely,

  ******

  Business Response

  Date: 03/29/2024

  On March 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 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 report to any of the credit bureaus. If the consumer has questions regarding credit reporting, we suggest they reach out directly to the current creditor or the credit reporting agencies.
  
  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 February 29, 2024. 
  
  On March 1, 2024, TrueAccord sent the consumer 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 the consumer to learn more information about their federal rights.
  TrueAccord sent an additional letter and two SMS to the consumer, prior to receipt of this complaint. This communication frequency does not meet the threshold for what the laws and regulations governing our industry consider to be harassment.
  TrueAccord has processed this complaint as a dispute and cease and desist request. TrueAccord will no longer contact the consumer regarding this account. TrueAccord has notified our client of this complaint. 
  If the consumer has any more questions about the account, we suggest they contact the current creditor directly. Thank you.
  
  

  Customer Answer

  Date: 04/22/2024

  Again, no letter was received. Was it sent by certified mail? Can the business produce a receipt or any documentation? Does the business have anything with my signature? It is my belief the debt collection company is either mistaking me for someone else, or does not have accurate records. It is a blatant violation of my rites to attack my credit without sending a validation letter. This dispute was removed from my credit history. I again request the BBB take this complaint seriously and place this on the business’s record. It is inexcusable for a debt collection company to attack someone’s credit without producing a single piece of evidence. It is outrageous that a company would contact someone by text, but then ignore a response sent by the same form of communication. I spoke with the representatives on the phone and responded to their texts. Each time I requested a debt validation letter. They would not listen. They did not even make an attempt to get my address. They just went straight to violating my rites and attacked my credit. This company should not be able to dodge a BBB complaint just because they respond to the complaints with boiler plate copy. They put minimum effort into their collection practices in this instance and clearly violated the rites afforded to me by the Fair Debt Collection Processes Act. The Act clearly emphasizes that the collector needs to establish that the debt is VALID.

• Initial Complaint

  Date:03/19/2024

  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 received a text message with a link for a TrueAccord debt collector account. I am not aware of any bills I am behind on, or of any debts that are owed. I will not select the link in the text message **************************** because I am hypervigilant about not clicking on suspicious or unexpected text message links. I have reason to believe that I was sent this by mistake and wish to get an explanation by email or a proper phone call.

  Business Response

  Date: 03/26/2024

  On March 21, 2024, TrueAccord Corp. received the BBB complaint filed by ***** ****** ***** *********** 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 is a legitimate company and the SMS message was not a scam. However, it appears that the customer’s phone number is associated with an account owed by a different person. Since the customer has advised us that they are not the account holder, we have removed the phone number ending in ************ from this account and will not contact them about this account again.

  We hope that this response thoroughly addresses the customer's concerns. Thank you.
  

  
  

  Customer Answer

  Date: 03/27/2024

   
  
  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:03/13/2024

  Type:Customer Service 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 receiving emails from an ***** ***** from True Accord. He states that I have an outstanding balance of 1384.28 with **** ******** *** which is the current creditor of "my ********** ****** ***** ** account. I have NEVER had an account with ********** ****** ****. That bank doesn't even exist in the area I live. I feel this is a way to scam me out of my money.

  Business Response

  Date: 03/25/2024

  On March 15, 2024, TrueAccord Corp. received the BBB complaint filed by ******** *********** ************* 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 ***** 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 January 23, 2024. On February 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 **** ******* ********************************** *or the consumer to learn more information about their federal rights.

  TrueAccord has processed this complaint as a cease and desist request. TrueAccord will no longer contact the consumer regarding this account. 

  Please note, the current creditor removed the consumer’s account from our system on March 19, 2024, therefore TrueAccord is no longer collecting on it. The last communication sent to the consumer by TrueAccord on this account was on March 13, 2024. Since the account is no longer with TrueAccord, we have forwarded this complaint to the current creditor.

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

  
  

  Customer Answer

  Date: 03/25/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID *******8, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** ***********

• Initial Complaint

  Date:03/12/2024

  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.

  Hello. I filed a complaint with the BBB on November 18, 2023, about ******** trying to collect $170 for a pair of *** boots that I placed an order with ********* through the ******** app. However, I never received the *** boots. After numerous unresolved attempts with ********, I contacted the BBB signed and my complaint number was #20889190. I followed BBB recommendations to resolve the issue by closing the ******** account, contacting ******** that I closed the account, and that, I should receive reimbursement. Instead, ********, insisted that I still owed $170; therefore, I contacted my ********** **** to resolve the issue. Based on attached ********** letter, they reimbursed me $170 and stated that there was an error with the ******** ******** transaction.
  
  Unfortunately, on 3/11/2024, TrueAccord, a "trusted" debt collector, in Kansas City, is attempting to collect the same debt from ******* for $174.24.

  Business Response

  Date: 03/21/2024

  On March 12, 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 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. ****** placed the account ending with ***** including the consumer’s contact information, with us and we loaded it into our system on March 8, 2024. On March 11, 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.

  Please note, the information provided in the complaint speaks to a different company, ********.  All information concerning the debt in question can be located in the aforementioned letter that was emailed to the consumer on March 11, 2024. 

  While investigating your complaint, we reached out to ****** and they provided the following response: 

  ****** has reviewed the complaint that has concerns around *** ***** mentioning two potential loans she has had with ******* 
  

  Affirm's records indicate that loan ********* was processed on February 2, 2023 for a purchase with the merchant, **** **** in the amount of $456.00. This loan has terms of ****** Annual Percentage Rate (APR) and 12       monthly payments of $43.86 due on the 2nd of each month. The loan charged off to Affirm’s third party collections agency, TrueAccord on March 4, 2024 due to not receiving payments for 120 days. ****** has not received any direct contact from *** ***** in regard to this loan.
  

  Additionally, ******** records indicate that *** ***** submitted a ******* **** loan application WZ2L-NDN3 on November 17, 2023, for a purchase in the amount of $160.00. This loan was with the merchant Nordstrom. Please note, when approved for a loan with Affirm, the loan amount can be loaded onto a virtual Visa card. The card is meant to be used one time only, at the merchant chosen by the customer. Most merchants that accept **** cards will accept an ****** ******* **** as a form of payment.

  After the merchant processes the purchase, ****** will provide a payment schedule for the full card amount. After 21 days (or longer, depending on your transaction), ****** will return any funds that were not spent and update the payment schedule accordingly. ****** waits 21 days (or longer, depending on the transaction) because some merchants may take that long to process all of the items in an order.

  ******** review of loan ********* ****** found that authorization hold was attempted on November 17, 2023, by ********. This authorization was unsuccessful due to the card being used at a merchant other than the merchant it was issued for.
  

  At this time ****** would like to confirm that ******* **** loan has been voided in full and *** ***** is no longer responsible for repayment of the loan. *** ***** can confirm this by logging into her ****** account.
  In the event that *** ***** has any further questions, we encourage her to reach out to ****** via *******************************************
  

  
  

  Customer Answer

  Date: 03/29/2024

  
  
  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 based on the following..

  At this time ****** would like to confirm that ******* **** loan has been voided in full and *** ***** *s no longer responsible for repayment of the loan. *** ***** can confirm this by logging into her ****** account. In the event that *** ***** has any further questions, we encourage her to reach out to ****** via *******************************************

  While reaching out to ****** *** ****************************************** has been COMPLETELY unsuccessful, I consider this matter is now closed with ****** and TrueAccord Corp. TruAccord Corp has zero reason to collect any funds from me.

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

  
  

• Initial Complaint

  Date:03/11/2024

  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.

  This business keeps repeating sending emails stating I owe This is a violation of 15
  U.S. Code 1681i (5)
  Removal of Inaccurate/ invalidated credit information. Please remove immediately.

  Customer Answer

  Date: 03/11/2024

  Yes I filled the complaint 

  Business Response

  Date: 03/16/2024

  On March 12, 2024, TrueAccord Corp. received the BBB complaint filed by Tevin Lewis (“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 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 report to any of the credit bureaus. If the consumer has questions regarding credit reporting, we suggest they reach out directly to the current creditor or the credit reporting agencies.
  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 February 15, 2024. 
  
  On February 28, 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 sent 3 additional emails to the consumer. All TrueAccord emails give recipients the opportunity to unsubscribe from email communications. We have unsubscribed this consumer from receiving future emails.
  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 email on file. 
  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:03/04/2024

  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.

  The account is not mine, and I have asked numerous times to validate the debt, and they could not. Therefore, I am not liable for this debt with credit one bank. I do not have a contract with True Accord they did not provide me with the original contract as requested

  Business Response

  Date: 03/13/2024

  On March 5, 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 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 report to any of the credit bureaus. If the consumer has questions regarding credit reporting, we suggest they reach out directly to the current creditor or the credit reporting agencies.
  
  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 November 30, 2023. 
   
  On December 1, 2023, 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.
  
  During the investigation of previous disputes, ********* confirmed that verification of the debt was sent to the consumer on March 20, 2023. Additionally, on three occasions the client has requested the consumer provide additional information to conduct a fraud/identity theft investigation. However, the consumer has not provided the requested documents. The documentation can include a completed FTC affidavit (which can be found at ****************), a police report, or any other documents that the consumer believes would be relevant to investigate their claim.
  
  The consumer can provide that information directly to ********* or to ******************.com. 
  
  If the consumer has any more questions, they may contact us via email at ******************.com or by phone at (866) 611-2731. Thank you.
  
  

  Customer Answer

  Date: 03/13/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfying to me. I have not received a debt of validation letter in the year of 2023 and I also requested one on March 11, 2024. I was told by the agent that I spoke with that they did not have a debt of validation letter to send to me. 
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:03/04/2024

  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 never had a credit card with citbank, or lvnv funding

  Business Response

  Date: 03/13/2024

  On March 5, ****, 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 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 December *** ****. 
   
  On January *** ****, 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 and notified the client of the consumer’s dispute. 
  
  Please note that in the regular course of business, the current creditor removed the consumer’s account from our system on March ** ****, 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: 03/15/2024

  
  
  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:03/04/2024

  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.

  On February 12 I received an email from True Accord Stating that I have an account for a old phone with ******** in the amount of $680.29 for Account# ****. I never gave this company authorization to use my credit or do business with them they have violated my consumer rights FCRA ** **** **** *****. I am a victim of identity theft which I have attached the FTC Report with this email it has their name TRUE ACCORD ACCOUNT# **** 
  I ask that TRUE ACCORD delete this Fraudulent account immediately from all three Credit Bureaus **************** and ********** and any other reporting agencies cease all collections on this account

  Business Response

  Date: 03/18/2024

  On March 11, 2024, TrueAccord Corp. received the BBB complaint filed by **** ******* (“consumer”). Please note, TrueAccord has received two (2) previous complaints filed with the ******** ********* ********** ****** (CFPB) received on February 24, 2024 and March 3, 2024. We responded with similar information as described below. 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 February 10, 2024. On February 12, 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 February 26, 2024, TrueAccord processed an identity theft  dispute. We paused collection activity and requested debt verification from the current creditor.

  On February 28, 2024, TrueAccord received a letter from the consumer asking TrueAccord to delete the account in question from his credit report, as well as cease all collection efforts.  As a result, TrueAccord processed a cease and desist request. TrueAccord will no longer contact the consumer regarding this account.

  Please note that we are no longer collecting on the account. Since the account is no longer with TrueAccord, we have forwarded this complaint and attachments to the current creditor.

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

  
  

  Customer Answer

  Date: 03/18/2024

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