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:02/09/2024

  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 getting texts from TrueAccord regarding collection of a debt. I do not have any outstanding debt. I need TrueAccord to address the error in their system and stop harassing me.

  Business Response

  Date: 02/19/2024

  On February 12, 2024, TrueAccord Corp. received the BBB complaint filed by **** ****** (“customer”). 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.

  On February 8, 2024, the customer contacted TrueAccord via telephone to inform us that we were contacting the wrong person via SMS.  The filer’s phone number ending in 2506 has been removed from the account.  We appreciate the customer  notifying us of this and TrueAccord will no longer contact them regarding this account. 

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

  
  

  Customer Answer

  Date: 02/19/2024

  
  
  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:02/08/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been receiving emails from TrueAccord regarding to amount owed from a creditor (********** *************** that I have never knew existed. In addition, in the emails that I have received my name is spelled incorrectly. I am not sure if this is a scan or if they have a mistake of identity. As of today, I have received 4 emails in total beginning January 25 through February 4th. I would like to know if the debt is legitimate? If it is not, I no longer wish to be contacted by TrueAccord

  Business Response

  Date: 02/21/2024

  On February 12, 2024, TrueAccord Corp. received the BBB complaint filed by ***** ********* (“the consumer”). We take every complaint seriously and appreciate the opportunity to address the consumer’s concerns. 
  
  TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency 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 this email address from this account and will not contact you about this account again.
  
  We hope that this response thoroughly addresses the consumer’s concerns. 
  
  

  Customer Answer

  Date: 02/21/2024

   
  
  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:02/06/2024

  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 have received emails from this organization that seem very legitimate, however I believe they are spam or phishing attempts. They indicate that this is a debt collector trying to collect a debt that was sold to them, however I have verified through credit agencies that I have no outstanding debt sent to a collector. I did some research and it seems others have indicated they've received similar emails. Because of how legitimate the email looks, I fear that other consumers will be scammed into paying a debt that they don't actually have.

  Customer Answer

  Date: 02/06/2024

  I did not ask a 3rd party to submit this complaint on my behalf, and I didn't copy and paste anything from another source. Any similarity to other complaints is purely coincidental. 

  Business Response

  Date: 02/12/2024

  On February 7, 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.

  We would like to assure the consumer that TrueAccord is a legitimate business. We can be located on the Better Business Bureau 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.

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

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

  
  

• Initial Complaint

  Date:02/06/2024

  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 charter communications, I do not have a contract with TrueAccord Corp. They did not provide me with the original contract as i requested.

  Customer Answer

  Date: 02/06/2024

  No that was me that said what I said. These agencies are trying to charge me for accounts I have zero knowledge of and this matter needs to resolve. 

  Business Response

  Date: 02/12/2024

  On February 7, 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 3, 2024. On February 5, 2024, TrueAccord sent the consumer an initial email detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the CFPB website  for the consumer to learn more information about their federal rights.

  TrueAccord has processed this complaint as a dispute. We have paused collection activity, requested debt verification from the current creditor, and will not resume collections until after the debt verification has been sent to the address on file. 

  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.

  If the consumer has any more questions or would like to take further action on the account, they may contact us via email at ******************.com or by phone at ***** ********. Thank you.

  
  

• Initial Complaint

  Date:02/06/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep getting phone calls and texts about a debt the company alleges I to some company. I don’t owe any company any money and have no idea what this collection is about. This company never stops calling or texting. They never mailed me anything to explain this so-called debt.

  Business Response

  Date: 02/15/2024

  On February 7, 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.
  
  Please note that the consumer’s contact information was provided to TrueAccord by the current creditors. Since the consumer has advised us that they are not the account holder, we have unsubscribed the phone number from both accounts and will not contact the consumer about these accounts again.
  
  We have also notified our clients so that they can remove the number ending in **** from their system. We hope this response thoroughly resolves the consumer’s concerns. 
  
  Thank you
  

  Customer Answer

  Date: 02/15/2024

  
  
  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:02/06/2024

  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 recieved an email trying to collect on supposed almost $600 debt from a bank I didn't have an account with, in a year and state and address that I didn't live in/at. They try to make it look and sound official but it is clearly just phishing for my money and/ or info. I have had this email address well before this false debt/account.

  Customer Answer

  Date: 02/06/2024

  I filed this complaint personally. I attached a screen shot of my own personal email that I recieved from the company that I am complaining about. There was not a third party involved. I received the bogus phishing emails and I filed the complaint.

  Business Response

  Date: 02/15/2024

  On February 7, 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.
  
  As the consumer states that this is not their account TrueAccord has unsubscribed this email address from this account and will not contact the consumer about this account again.
  
  We hope that this response thoroughly addresses the consumer’s concerns. 
  

• Initial Complaint

  Date:02/02/2024

  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 just started getting emails from them 2 weeks to maybe one month ago. I have never heard about this before and I do not know if it involves a medical issue. I am thinking it MIGHT because of my age. I finally called the phone to try and get more information. I was told I need to give more personal informal to locate their file and pay them $1.00 charge via credit card to obtain more information. They would not give me any more information. I refused and hung up.
  
  This is very troubling to me as they claim I've had an outstanding charge originating with General Electric Capital Corporation, on an account ending in 6634. I owe them $1,645.60. Would not say for how long. They gave me an account number with TrueAccord #****************. I have no record of paying General Electric, LVNV or TrueAccord any payments in the past. I have no record of ever hearing from them before. I do not want to settle anything until I know what this is about. I have never received any calls or mail them any of them to the best of my knowledge. I want to get to the bottom of this asap. At this point I have no idea at all what this is about! All I know is from random emails I have received recently.
  
  I was not able to upload any of the emails I received going back to January 22, 2024, sorry.

  Business Response

  Date: 02/12/2024

  On February 8, 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.

  When a consumer calls into the office, TrueAccord’s policies require that we verify we are speaking to the correct consumer listed on the account. These requirements are intended to protect an individual’s privacy and information. TrueAccord will not discuss account details unless an inbound caller provides two pieces of verification information that we can match to the account information in our office. This includes but is not limited to the consumer’s name, TrueAccord account ID, email address, telephone number and original account number. 

  Please note, TrueAccords does not show a record of an incoming call from the phone number listed on this complaint. We would like to ensure the consumer that TrueAccord does not ask their customers to pay $1.00 to obtain additional information.  

  It appears that the consumer’s email address is associated with an account owed by a different person with a similar name. TrueAccord removed the email address in question from the account. The consumer will no longer receive communications from TrueAccord regarding this account. We have also communicated to the current creditor that your email address should not be associated with this account.

  Thank you.
  
  
  

  
  

  Customer Answer

  Date: 02/20/2024

  Complaint: ********
  
  
  
  I am rejecting this response because: What they have stated are lies. I called the phone number  indicated on their email to me. The man I spoke to told me he could not answer any questions unless I gave him credit card information to make a $1.00 charge that was required before talking to me about a debt they claim I owe!  I am certain that this outfit is a scam now; that prefabricated response is as phony as their allegations that I  them money. 

  Can you tell me if TrueAccord is a member of BBB? Can you indicate their standing with you?  I don't know what else to do here; should I ignore them, get a lawyer or file a formal complaint through the courts, since you can't do anything for me. Is there someone else I can contact concerning fraudulent allegations?

  Please advise about this outfit's standing with BBB. Thanks, **** *******

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

  Business Response

  Date: 02/29/2024

  TrueAccord received notice that the consumer rejected our response filed on February 12, 2024. We appreciate the consumer following up on this matter.

  As previously mentioned in our response, TrueAccord was unable to locate an inbound call with the phone number that was included in this complaint; phone number ending with 5540.  If there is another number in which the consumer used to contact TrueAccord, we will be happy to search our records to investigate further. 

  To confirm, TrueAccord removed the consumer’s email address l******[email protected] from the account.  The consumer will no longer receive communications from TrueAccord regarding this account.

  We would like to assure the consumer that TrueAccord is a legitimate business. While TrueAccord is not accredited with the BBB, all consumers may file complaints with the BBB that TrueAccord will respond to. The consumer can find our BBB page here:  We are also a licensed and bonded agency registered with the Consumer Financial Consumer Bureau (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.

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

  
  

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm concerned that this company uses phishing texts to senior citizens.
  
  I received a text with a link on January 17, 2024 stating that they are attempting to collect a debt.
  I have never been late with any kind of bill so I figured that was a scam.
  
  I received a send text from this company on January 28, 2004 with another link advising me to settle a debt.
  
  I called TrueAccord at ***** ******** at 8 am CST on January 29, 2024.
  
  I spoke with several people and then reached a highly unpleasant woman who stated that they're a third party bill collector and they were given my number as a "good number" I asked by whom. She stated that since I don't owe money she can't give me that information and she would block my number from further communication. I have the right to know the name of a business that is giving my number out without verifying who the debt belongs to. I think there's a high probability that some older, non-saavy, person may pay a bill that doesn't belong to them. I feel they are targeting an older age bracket. In the past, I've been called by collection companies for bills that are not mine. Some companies have class action suites against them for this practice.

  Business Response

  Date: 02/02/2024

  On January 30, 2024, TrueAccord Corp. received the BBB complaint filed by ****** ********** (“the filer”). 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 contact information for this account was provided to TrueAccord by the current creditor.  TrueAccord is a legitimate company and the SMS message was not a scam. However, it appears that the filer’s phone number was associated with an account owed by a different person.

  On January 29, 2024, the filer contacted TrueAccord via telephone to inform us that we were contacting the wrong person via SMS.  The filer’s phone number ending in 3319 has been removed from the account and TrueAccord will no longer contact the filer regarding this account. 

  Please note, when a consumer calls into the office, TrueAccord’s policies require that we verify we are speaking to the correct consumer listed on the account. These requirements are intended to protect an individual’s privacy and information. TrueAccord will not discuss account details unless an inbound caller provides two pieces of verification information that we can match to the account information in our office. This includes but is not limited to the consumer’s name, TrueAccord account ID, email address, telephone number and original account number.

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

  
  

  Business Response

  Date: 02/12/2024

  On February 6, 2024, TrueAccord received notice that you rejected our response filed on February 2, 2024. We appreciate you following up on this matter.

  TrueAccord takes data security and privacy very seriously. We have policies and procedures in place to prevent disclosure of consumer information to third parties, including implementing a set of information security administrative, technical and physical best practices.  As previously mentioned, TrueAccord will not discuss account details unless we verify we are speaking to the correct consumer listed on the account. 

  In addition, TrueAccord does have policies and procedures in place to confirm phone number ownership.  In this case, the result of this phone number positively linked the phone number to the account holder that was provided to us by our client. 

  To confirm, the phone number ending in 3319 has been removed from the account and TrueAccord will no longer contact the filer regarding this account. 

  Thank you. 
  

  
  

  Customer Answer

  Date: 02/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because they have repeated their response twice already.  They claim my number was given as a good number but I have no way of knowing that.  Basically, they can say whatever they want without backing it up.
  
  
  
  Sincerely,
  
  
  
  ****** **********

• Initial Complaint

  Date:01/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I DO NOT have a contract with this company True Accord and when I requested the Original purchase agreement with my wet signature be provided to me they did not. I also Noticed they are not licensed to collect any alleged debt within my state of Maine. Any attempts to collect on the alleged debt in this jurisdiction are unauthorized. Immediately remove and delete this account off my credit report within 4 days of this notice as you are violating my rights as a consumer.

  Customer Answer

  Date: 01/24/2024

  I am the consumer who initiated the complaint. There is NO 3rd party involved.

  I ******* ******* am disputing this account with true accord. 

  Business Response

  Date: 01/31/2024

  On January 25, 2024, TrueAccord Corp. received the BBB complaint you filed. We take every complaint seriously and appreciate the opportunity to address your concerns. 
  
  TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency accredited with the BBB 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 takes compliance very seriously and maintains all applicable licenses required by law. All of TrueAccord’s licensing information can be found on our website: ****************.
  
  TrueAccord does not report to any of the credit bureaus. If you have questions regarding credit reporting, we suggest you 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 your contact information, with us and we loaded it into our system on January 22, 2024. 
  
  On January 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 (****************) for you to learn more information about your federal rights.
  
  We also received your January 24, 2024 letter. TrueAccord has processed these communications as a dispute and a cease & desist. 
  
  Please note that we are no longer collecting on the account as of January 25, 2024. Since the account is no longer with TrueAccord, we have forwarded this complaint to the current creditor.
  
  If you have any more questions about the account, we suggest you contact the current creditor directly. 
  
  While investigating your complaint, we reached out to Affirm and they provided the following response: 
  
  Affirm’s records indicate that loan ********* was processed for $137.60 on August 17, 2023, for a purchase with *******. The agreed upon repayment terms of the loan are 6 installments of $21.23 at an Annual Percentage Rate (APR) of 29.95% and payment due on the 17th of each month. The loan required a down payment amount of $20.64 that was received on August 15, 2023. There were no further payments made towards the balance of the loan and it was subsequently charged off on January 16, 2024, after having an overdue balance for 120 days.
  
  Affirm encourages all customers to make payments on or before the scheduled due date. You won’t incur any late fees, but late payments may impact your ability to take out future loans with Affirm. If your payment is 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 your loan to our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.
  
  As stated in Affirm's Terms of Service, Section 2, Servicing & Collection, which you agreed to upon account creation and every time you applied for a loan: "You agree to allow Affirm to send you payment reminders from time-to-time. Notwithstanding whether you have consented or withdrawn your consent to the Affirm E-Sign Consent, you agree that payment reminders may take the form of any available communication, subject to applicable law. You also agree that if you fail to pay an amount owed to Affirm pursuant to this Agreement or any other agreement you have with us or any Bank Partner, Affirm may engage in collection efforts to recover such amounts from you. These collection efforts may involve contacting you directly, submitting your information to a collections agency, or taking legal action. FAILURE TO PAY MAY AFFECT YOUR CREDIT SCORE.
  
  Upon charge-off, Affirm placed the loan with TrueAccord, for continued management. However, as noted above the loan has since been placed with Affirm for continued management.  At this time, you will need to contact Affirm directly at ###-###-#### to settle this debt. Once the balance is paid in full, the loan will reflect as paid. However the history of charged off status will remain.
  
  Affirm has taken the necessary steps to ensure you will not be contacted. Please note, since you will not be receiving any communication from Affirm, you will be responsible for self-monitoring and repayment of all loans under your account that are active.
  
  Affirm received disputes through ******* concerning the accuracy of the information furnished on December 1, 2023, December 20, 2023, and January 11, 2024 ; Affirm investigated and confirmed the accuracy of its reporting; this was communicated to you on December 6, 2023, December 22, 2023, and January 12, 2024.
  
  As stated in Affirm's Terms of Service which you agreed to upon account creation on December 16, 2022 and every time you applied for a loan, specifically Section 1: Electronic Disclosures: "Your electronic signature on agreements and documents has the same effect as if you signed them in ink." More information on Affirm's Terms of Service can be found here: ****************
  
  For your reference, copies of the Truth in Lending Agreement bearing your electronic signature and Loan Verification document have been attached to this response. Together, these documents provide the debt verification that you seek.
  
  Please note, Affirm 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 loan *********.
  
  In the event that you have any further questions, we encourage you to reach out to Affirm via ****************

• Initial Complaint

  Date:01/23/2024

  Type:Order 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 did not agree to this contract, please provide proof of contract

  Customer Answer

  Date: 01/23/2024

  I never agreed to this contract, please provide proof of signed contract

  Business Response

  Date: 01/29/2024

  On January 23, 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 accredited with the BBB 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 December 1, 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. 
  
  If the consumer has any more questions, they may contact us via email at ********************** or by phone at ***** ********* Thank you.