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:02/29/2024

  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.

  They are attempting to collect a debt that happen back 2008….. they just received this account as I was told, I have explained that I had identity theft back then and I never had and business with the creditor which PayPal over 16 years and they want to collect on it please help

  Business Response

  Date: 03/05/2024

  On February 29, 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.

  The current creditor has placed this account with TrueAccord multiple times, reflecting a balance of $289.15. With each placement the current creditor provides the consumer’s contact information to us and we load it into our system. The most recent placement was on February 13, 2024. On February 15, 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.

  On February 29, 2024, the consumer contacted TrueAccord via phone to inform us that they were a victim of identity theft. The agent informed the consumer that the current creditor would need additional information 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.

  TrueAccord notified our client, the current creditor, of the consumer’s dispute and the client has subsequently pulled the account from our system on February 29, 2024.  Therefore, TrueAccord is no longer servicing the consumer’s account. Our client has informed us that based on the claim of identity theft they have terminated collection efforts. 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. 
  

  
  

• Initial Complaint

  Date:02/26/2024

  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 paid this account and was told that it would be deleted from my credit. It is still on my credit. I need it removed asap.

  Customer Answer

  Date: 02/26/2024

  This orginal account was Affirm 

  I paid it through True accord. 

   

   

  Business Response

  Date: 03/08/2024

  On February 28, 2024, TrueAccord Corp. received the BBB complaint you filed. 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 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 November 22, 2022. 
  
  On November 24, 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.
  Please note that TrueAccord does not credit report, but Affirm 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 Affirm by calling ###-###-#### between the hours of 8 a.m. and 7 p.m. CT seven days a week.
  While investigating your complaint, we reached out to Affirm and they provided the following response: 
  Affirm’s records indicate that loan ********* was processed on March 18, 2022 for a purchase with ********com in the amount of $800.26 with a 29.99% APR to be paid over 12 monthly installments of $66.31. The loan required a downpayment of $120.04 which was paid on March 16, 2022. The loan received 3 payments of $66.31 on April 06, 2022, May 18, 2022 and June 18, 2022. The loan also had 2 partial refunds in the amounts of $52.92 and $144.72 applied toward the loan balance on April 09, 2022 and June 25, 2022. The loan was then overdue for over 120 days and subsequently charged off on November 16, 2022.
  The loan then received a payment of $221.10 while in collections which settled the account at an adjusted amount. Though the loan is paid off, the history and and reporting will remain as they were found to be accurate.
  Affirm has a regulatory obligation to furnish accurate loan and repayment information 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 her request to remove credit reporting for loans.
  Upon origination of the loan, she electronically accepted/signed a Truth in Lending Agreement. As stated in Section 16 of the Loan Agreement: “you agree that if you fail to pay any amount owed on the loan then the Loan Holder may engage in collection efforts to recover those amounts. These collection efforts may involve contacting you directly, submitting your information to a collection agency, or taking legal action”. In addition, in Section 17, she agreed to “authorize the Loan Holder or its representative to obtain credit reports about you on an ongoing basis until your obligations under this Agreement are satisfied. The Loan Holder or its representative 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)”.??She also agreed to Affirm's Terms of Service ("TOS") when she created your Affirm account. As stated in Section 2 of the TOS How Affirm Serves You: “You understand that Affirm 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”. Ms. ****** can find Affirm's TOS here: ****************.
  Affirm investigated her claim where she stated she was told the reporting would be removed but found no evidence of such communication from Affirm. If she is in possession of evidence to substantiate this claim, Affirm kindly asks that she submit it by emailing ************@affirm.com and they will gladly investigate the issue on her behalf.
  In the event that she has any additional questions or concerns, Affirm encourages her to reach out to them via ****************
  
  

• Initial Complaint

  Date:02/26/2024

  Type:Customer Service 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’m being continuously contacted by TrueAccord on behalf of a $103.48 balance sold to them from Affirm.Inc
  
  “This communication is from a debt collector. This is an attempt to collect a debt and any information obtained will be used for that purpose.
  
  Your TrueAccord account number is: ****************”
  
  Now Affirm has already filed this balance as a loss on their taxes and sold my debt to this collector with whom I have made no negotiations, transactions nor signed anything with this company. However I would be willing to pay off the balance in exchange for a pay-for-delete if this TrueAccord is willing to do so.

  Customer Answer

  Date: 03/06/2024

  I am following up on the status of this complaint, are there any updates?

  Business Response

  Date: 03/08/2024

  On February 28, 2024, TrueAccord Corp. received the BBB complaint you filed. 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 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 January 20, 2024. 
  
  On January 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 CFPB website (****************) for the consumer to learn more information about their federal rights.
  Please note that TrueAccord does not credit report, but Affirm 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 Affirm by calling ###-###-#### between the hours of 8 a.m. and 7 p.m. CT seven days a week.
  If the consumer has any more questions or would like to take further action on the account, they may contact us via email at *******@trueaccord.com or by phone at ***** *********
  While investigating your complaint, we reached out to Affirm and they provided the following response: 
  Affirm records indicate that Ms. *******'s ******* ****** loan (ID *********) was processed on August 16, 2023 in the amount of $137.98. Ms. ******* agreed to payment terms which
  included four biweekly installment payments of $34.50 and a loan APR of 0.0%.
  To date, Ms. ******* made one payment of $34.50 on August 31, 2023. No further loan payments have been made to date. As a result, the loan became more than 120 days overdue
  and was charged off on January 13, 2024. If payments are more than 120 days overdue, Affirm reserves the right to refer a loan to a third-party collection partner. Once a loan has been
  charged off, the charge off status is irreversible.
  Ms. *******'s loan was charged off to Affirm's third party collections partner, TrueAccord. Ms. ******* may contact TrueAccord directly to make payments towards her loan. Please note, this loan is not being reported to the credit bureaus.
  To date, Affirm has not received any contact from Ms. ******* regarding this loan. In the event that she has any further questions or concerns, Ms. ******* is encouraged to
  reach out to Affirm via **************** .
  
  

• Initial Complaint

  Date:02/26/2024

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

  Business Response

  Date: 03/05/2024

  On February 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.

  As an initial matter, TrueAccord has three (3) ****** accounts in our system for this consumer.  TrueAccord does not own the accounts in question. The current creditor placed the accounts, including the consumer’s contact information, with us and we loaded it into our system between September 8, 2022 and September 15, 2022. 

  Between September 9, 2022 and September 16, 2022, TrueAccord sent the consumer initial emails 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 requested debt verification from the current creditor.

  As a result of the dispute, the current creditor removed the consumer’s accounts from our system on February 26, 2024, therefore TrueAccord is no longer collecting on them. Since the accounts are 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.

  Thank you.
  

  
  

  Customer Answer

  Date: 03/05/2024

  
  
  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:02/22/2024

  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.

  On 6/16/2023 I purchased a ticket through affirm because i didn't have all money to get ticket. Instead i put large amount down and paid rest at end of month.

  Customer Answer

  Date: 02/22/2024

  My wife helped me.

  Business Response

  Date: 03/01/2024

  On February 23, 20224, TrueAccord Corp. received the BBB complaint you filed . 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 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 November 27, 2023. 
   
  On December 12, 2023, 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.
  
  TrueAccord has processed this complaint as a cease and desist request. TrueAccord will no longer contact you regarding this account. 
  
  In the process of investigating this complaint, we reached out to Affirm. Affirm provided the following information:
  
  Affirm’s records indicate that the loan that was charged off to TrueAccord was loan *********. The loan was processed on April 21, 2023 for a purchase with **************** for $798.00 with a 29.99% APR to be paid over 12 monthly installments of $58.35. The loan required a downpayment of $199.50. The loan only received 2 payments of $58.35 on Mya 21, 2023 and June 29, 2023. The loan received no further payments and was subsequently charged off on November 19, 2023. 
  
  Affirm currently reports some repayment activity to Experian and may report to other credit bureaus in the future. If a payment is 30 or more days overdue it may be reported to Experian as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to one of Affirm's third-party collections partners. Once a loan has been charged off, the charge off status is irreversible. 
  
  Mr. ******** states he submitted full payment towards the loan but Affirm found no record of the payment. If Mr. ******** has evidence showing that any additional payments were made outside of the two payments listed above, Affirm kindly advises that Mr. ******** submit the evidence by emailing [email protected]. Affirm will gladly investigate the issue on your behalf once substantial evidence is received.
  
  Please note, Affirm has a regulatory obligation to report accurate information to the credit bureau, and cannot make an adjustment unless an inaccuracy has been identified. Additionally, Affirm currently only reports repayment activity to Experian, but may report to other credit bureaus in the future. At this time, Affirm can confirm that the repayment history for this loan is being accurately reported. As such, Affirm must respectfully decline his request to remove the loans from reporting.
  
  Upon origination of the loan, Mr. ******** electronically accepted/signed a Truth in Lending Agreement. As stated in the Loan Agreement section 16: “you agree that if you fail to pay any amount owed on the loan then the Loan Holder may engage in collection efforts to recover those amounts. These collection efforts may involve contacting you directly, submitting your information to a collection agency, or taking legal action”. In addition, you agreed to the section *** “you authorize the Loan Holder or its representative to obtain credit reports about you on an ongoing basis until your obligations under this Agreement are satisfied. The Loan Holder or its representative 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)”.
  
  For his convenience, Affirm has attached a copy of both Truth in Lending Agreements and Loan Verification Letters to this response. 
  
  In the event that he has any further questions or concerns, Affirm encourages him to reach out to via ****************.
  
  
  

• Initial Complaint

  Date:02/20/2024

  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 debt collector is attempting to collect on a debt that I have disputed and had removed from my credit report on three separate occasions over the course of several years.
  
  The original account was with Verizon wireless to the tune of $2200 & change.
  
  The account in question was a cell phone plan that I had used while working at a job that required me to transfer large files while travelling.
  I was laid off from that job and went into the local Verizon branch to explain to them that I needed to cancel my service. I verified with them several times before leaving the branch that they did indeed cancel my service as I could not afford it anymore.
  They verified that they canceled my service.
  
  I left thinking that was the end of it. Since then the debt has been sold and resold to several creditor accounts and successfully disputed and removed several times.
  
  This is a fraudulent charge that I did not agree to pay, have disputed successfully on multiple occasions and I'm getting really tired of having consistently pop back up every other year or so under a different debt collector.

  Business Response

  Date: 03/01/2024

  On February 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 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 cannot find an account in our system for the consumer. If the consumer believes they have an account with us, we need additional details to find the account such as the email address or the consumer’s TrueAccord account number. 
  
  If the consumer has any more questions or would like to provide the information required to locate the account, they may contact us via email at [email protected] or by phone at ***** ********. Thank you.
  
  

  Customer Answer

  Date: 03/02/2024

  
  
  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,
  
  
  
  **** M.

• Initial Complaint

  Date:02/19/2024

  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.

  I was emailed by trueaccord in regard to a **** bill in collections. Unknown at the time the **** debt in question had been taken off my credit through a dispute in 2022. I paid Trueaccord 120.99 Dec and Jan. Feb I paid 120.89. I became suspicious after the final payment I was then emailed a letter seeking payment for the same debt I'd just paid and after making the first payment I was locked out of the consumer portal nor was I given anything in writing to clarify or confirm payments. I also was email in regards to **** FINANCIAL whos a debt collector seeking 121$ and some odd cents. Agreed and made partial payment arrangements paying the first installment on 02/02 of 45$ and some odd cents. However after the final payment on 2/16 and not received confirmation I became curious feeling I'd been scammed contacted **** FINANCIAL who one told me that **** was no on my credit and had been removed after a dispute in2022 secondly the were the account holders to the Fingerhut account not Trueaccord and to not pay anything else I'd been scammed

  Customer Answer

  Date: 02/19/2024

  I contacted the BBB of Mississippi detailing the same occurrence on Saturday 02/17/2014. I have not hired a third party to represent me a n this matter

  Business Response

  Date: 03/01/2024

  We are still researching this matter. Please provide an additional 10 days to respond. Thank you!

  Business Response

  Date: 03/08/2024

  On February 19, 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 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.
  We would like to assure the consumer that TrueAccord is a legitimate business. We can be located on the Better Business Bureau page here: *************************1. We are also registered with the CFPB. After investigating our business and finding that we are a legitimate company with positive reviews, we hope that the consumer  feels comfortable knowing that TrueAccord is a legitimate business.
  As an initial matter, TrueAccord has more than one account for this consumer. We will be discussing two of those accounts in this response. 
  Account ending in **** (****)
  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 4, 2023. 
  
  On November 6, 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.
  On December 6, 2023 the consumer entered into a payment arrangement to resolve the account for less than the amount owed. Prior to receipt of the final payment for this arrangement, an email was sent to the consumer on February 16, 2024 which included the outstanding balance of the account. That same day, the consumer’s check for was received, which resolved the above mentioned payment arrangement
  Once the consumer’s final payment was made, access to the consumer portal for that account is restricted. On February 21, 2024 a letter was sent to the consumer acknowledging completion of the payment arrangement. 
  TrueAccord is processing a refund of $362.69 which reflects the payments received on December 15, 2023, January 31, 2024, and February 16, 2024. Please understand, this will mean the outstanding balance of $725.37 is again owed on the account and the letter sent on February 21, 2024 is null and void.
  Account ending in **** (****)
  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 19, 2024. 
  
  On January 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 CFPB website (****************) for the consumer to learn more information about their federal rights.
  On February 2, 2024 the consumer entered into a payment arrangement to resolve the account for less than the amount owed. The consumer has made a single payment towards this arrangement. However, as a result of this complaint and the consumer’s February 17, 2024 email where the consumer requested refunds for all payments made, the payment arrangement has been terminated. 
  TrueAccord has submitted a request to our client **** to process the refund of the February 9, 2024 $45.48 payment. If the refund is approved, the amount from the refunded payment will be added back to the outstanding balance of the **** account.
  If the consumer has any more questions or would like to take further action on either of the accounts, they may contact us via email at [email protected] or by phone at (**** ********). Thank you.
  
  

• Initial Complaint

  Date:02/16/2024

  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 Affirm, Inc. I do not have a contract with TrueAccord Corp and they did not provide me with the original contract as I requested.

  Customer Answer

  Date: 02/16/2024

  This is my complaint, please proceed. 

  Business Response

  Date: 02/28/2024

  On February 19, 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 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 your contact information, with us and we loaded it into our system on February 11, 2024. On February 13, 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 requested your debt verification from Affirm and will not resume collection activity until verification has been provided. 

  Please note that TrueAccord does not credit report, but Affirm 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 Affirm 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 Affirm. Affirm provided the following information:
  Affirm's records indicate that on June 5, 2023, loan JUZZ-2CAN processed for a purchase with the merchant, Lala in the amount of $335.00. She agreed to loan terms of 35.99% Annual Percentage Rate (APR) and six monthly payments of $61.84. Between the dates of June 18 and December 29, 2023, Affirm received three monthly payments. The loan was charged off on February 3, 2024, due to having a past due balance for more than 120 days.
  
  Affirm currently reports some repayment activity to ******** and may report to other credit bureaus in the future. If a payment is 30 or more days overdue it may be reported to ******** as delinquent. If payments are more than 120 days overdue, Affirm reserves the right to refer the loan to one of Affirm's third-party collections partners. Once a loan has been charged off, the charge off status is irreversible. 
  
  Upon origination of the loan, Ms. ******** electronically accepted/signed a Truth in Lending Agreement. As stated in the Loan Agreement section 16: “you agree that if you fail to pay any amount owed on the loan then the Loan Holder may engage in collection efforts to recover those amounts. These collection efforts may involve contacting you directly, submitting your information to a collection agency, or taking legal action”. In addition, you agreed to the section 17: “you authorize the Loan Holder or its representative to obtain credit reports about you on an ongoing basis until your obligations under this Agreement are satisfied. The Loan Holder or its representative 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)”. 
  
  Please note, Affirm has a regulatory obligation to furnish accurate loan and repayment information 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 her request to remove credit reporting for loan. 
  
  For her convenience, Affirm has attached copies of both Truth in Lending Agreements and Loan Verification Letters to this response. 
  
  Affirm also saw that Ms. ******** has not contacted them directly prior to this BBB complaint regarding unauthorized activity concerns. If Ms. ******** believes the loans are unauthorized, she is encouraged to contact Affirm directly to enable a comprehensive investigation to be completed with the benefit of her input and information. To do so, please see the following link: ****************
  
  In the event that Ms. ******** has any additional questions or concerns, Affirm encourages her to contact them directly by emailing ************@affirm.com.

• Initial Complaint

  Date:02/14/2024

  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'm not liable for this debt with ****** * ********* ******* Systems, LLC. I do not have a contract with TrueAccord Corp and they did not provide the original contract as requested.

  Customer Answer

  Date: 02/14/2024

  Hello, 

  I am a real person. I  not represented by a third party. I submitted this complaint on my own

  Regards 

  Business Response

  Date: 02/26/2024

  We need additional time to complete the review of this complaint. Thank you

  Business Response

  Date: 03/01/2024

  On February 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 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 14, 2024. On January 30, 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.

  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.

  TrueAccord notified our client, the current creditor, of the consumer’s dispute and the client has subsequently pulled the account from our system on February 16, 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.
  

  
  

• Initial Complaint

  Date:02/12/2024

  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 contacted me for a supposwd debt with ******. Right after I told them to f off. Someone began trying to use my phone number to log into my affirm portal. That is illegal to do. If they actually have purchased that debt, why would they need to log into my personal account? Either the employee is stealing my info or they are a scam and do not actually own any proof of debt. They need to stop.

  Business Response

  Date: 02/21/2024

  On February 12, 2024, TrueAccord Corp. received the BBB complaint you filed. 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 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 March 19, 2022. 
   
  On March 21, 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.
  
  There is no evidence that an agent of TrueAccord attempted to access your ****** account. 
  
  TrueAccord has processed this complaint as a cease and desist request. TrueAccord will no longer contact you on this account. 
  
  In the process of investigating this complaint, we reached out to ******. ****** provided the following information:
  
  ******’s records indicate that loan ********* was processed on October 12, 2021 for a purchase with Samsung in the amount of $1,451.15 with a 0% APR to be paid over 3 monthly installments of $483.72. The loan received 2 partial payments in the amount of $75.00 and $65.00 on November 02, 2021 and November 11, 2021. The loan was then overdue for November 12, 2021, December 12, 2021 and January 12, 2022. On December 20, 2021, the loan had a partial refund of $14.20 and on January 27, 2022 the loan received another partial payment of $20.00. As the loan was overdue for over 120 days, the loan was subsequently charged off on March 13, 2022.
  
  While reviewing Ms. ******’ complaint, ****** investigated her claim that someone had tried to access her account and escalated a case to the Account Safety team on her behalf.
  
  The team will review the issue and Ms. ****** should expect a follow up within 30 days.
  
  In the event that she has any further questions or concerns ****** encourages her to reach out to ****** via ****************************************** or by emailing ***********************