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:01/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around October of 2019 my Identity was stolen. As a result, I have had countless disputes with Credit Bureaus and debt collectors. I have police reports concerning these fraudulent accounts, and have won all of these disputes.
  
  On 1/22/24, I received a letter dated 1/12/24, from TrueAccord, informing me that they are trying to collect a debt from **** ********* The last four digits of the account: 9876. They state I owe $1255.91. This is fraud. I have contacted the Lake Elsinore Police/Sheriffs Dept. and they have reports regarding this fraud . I have never done any business with AT&T DirectTV.
  
  I demand TrueAccord drop this fraudulent collection attempt immediately. If not, I intend to sue them for the maximum available in Small Claims Court ($25,000). I'd love to hear their story in front of a judge!

  Customer Answer

  Date: 01/23/2024

  I really don't understand what you are saying. I have filed other complaints (for the exact same issue) and had them resolved soon after. Maybe these are the complaints that are very similar. In any case, you need to take this complaint very seriously, as it involves fraud. The police take it seriously enough to write up an official police report. Same with the FTC.

  Thank you for your time.

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

  Business Response

  Date: 01/29/2024

  On January 25, 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 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 9, 2024. 
   
  On January 12, 2024, TrueAccord sent the consumer an initial letter detailing the creditor, an itemization of the amount due, and how the debt could be disputed. It also included a link to the CFPB website (********************************) for the consumer to learn more information about their federal rights.
  
  If the consumer believes that this account is a result of fraud/identity theft, the current creditor will need additional information from the consumer to conduct an investigation. This can include a completed FTC affidavit (which can be found at ******************************), a police report, or any other documents that they believe would be relevant to investigate their claim.
  
  TrueAccord has processed this complaint as a cease and desist request. TrueAccord will no longer contact the consumer regarding this account. Since the account is no longer with TrueAccord, we have forwarded this complaint to the current creditor.
  
  If the consumer has any more questions about the account, we suggest they contact the current creditor directly. Thank you.
  

• Initial Complaint

  Date:01/18/2024

  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 being harassed by this company via SMS messages regarding a supposed debt (I have no outstanding debts in collection). When I click on their link to try to get more information, none of the possible zip codes I enter match their account information. I tried calling their number, sat on hold for a while, and then was disconnected by their system. I have not received any other communications other than SMS messages and have no way to remedy the situation. They either need to contact me with exact information on what debt they are attempting to collect (preferably in writing, like most debt collection agencies) or correct their information if they have the wrong phone number and are contacting me in error.

  Business Response

  Date: 01/26/2024

  On January 18, 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 own the account in question. Please note that the contact information for this account was provided to TrueAccord by the current creditor. Since you have advised us that you are not the account holder, we have unsubscribed this phone number from this account and will not contact you about this account again.
  We hope that this response thoroughly addresses the consumer’s concerns. Thank you
  
  

  Business Response

  Date: 01/29/2024

  TrueAccord has received notification that the consumer has rejected our response. Please be advised, TrueAccord has confirmed that the filer of the complaint is not the party responsible for the account. We hope this resolves the consumer's concerns. Thank you.

  Customer Answer

  Date: 01/30/2024

  
  
  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:01/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with True Accord. I do not have a contract with True Accord. They have not validated this account or said contract. A debt is trying to be obtained illegally.

  Customer Answer

  Date: 01/17/2024

  I wrote the original statement. Not a Third Party. The debt is not mine and it has not been validated as such. And since it can not be verified I need it removed from my credit reports. What this company is doing is wrong. They are a third party company trying to collect and take money that isnt theirs to collect. And it needs to be corrected immediately 

  Business Response

  Date: 01/26/2024

  This is the response of TrueAccord Corp to the Better Business Bureau complaint referenced as ******** made by ***** ********* on January 17, 2024. In the Complaint, Mr. ********* states that he is not liable for the debt with TrueAccord, and no validation of debt has been provided. 

  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.

  At TrueAccord, we take all complaints seriously, as we strive to provide exceptional service at every touchpoint. In response to this complaint, we have conducted a thorough investigation, and according to our records, on January 3, 2024, the current creditor placed the account,  including the consumer’s contact information, with TrueAccord. On January 4, 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 be advised that TrueAccord does not own the account in question. 

  In the complaint, Mr. ********* states that he has requested for validation of the debt. TrueAccord has not received any prior contacts or requests for validation of the debt from Mr. *********, until we received his CFPB Complaint on January 17, 2024. 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.

  Furthermore, please be advised that 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 this resolves all concerns, but if the consumer has any more questions, they may contact us via email at ********************** or by phone at ***** *********
  
  

  
  

• Initial Complaint

  Date:01/17/2024

  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.

  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: 15 U.S. Code 1692g False or misleading representations- This debt is reporting falsely. 15 U.S. Code 1692j - Furnishing certain deceptive forms- when in fact such person is not so participating. I am not participating in the collection of this alleged debt. Giving this false information to ex family members via email as well!

  Business Response

  Date: 01/23/2024

  On January 18, 2024, TrueAccord Corp. received the BBB complaint filed by Louis Depreta (“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 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.

  As an initial matter, TrueAccord has six (6) accounts in our system for this consumer. TrueAccord does not own any of the accounts in question. The current creditors placed the accounts, including the consumer’s contact information, with us and we loaded it into our system.TrueAccord sent the consumer initial emails or letters detailing the creditor’s, 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 account number ending in *****
  On January 15, 2024, the current creditor placed this account with us and on January 16, 2024 an initial email was sent to **********************

  On January 16, 2024, after TrueAccord sent the initial email, TrueAccord received an email from the consumer requesting that we remove the email address ******************com from this account. No further communications were sent to this email address. 

  TrueAccord notified our client, the current creditor, of the consumer’s dispute and the client has subsequently pulled the account from our system on January 22, 2024.  Therefore, TrueAccord is no longer servicing the consumer’s account. If the consumer has any further questions about the account, we suggest the consumer contact the current creditor directly.
  
  TrueAccord account number ending in *****
  On February 11, 2022, the current creditor placed this account with us and on November 15, 2022 an initial letter was sent. 

  As a result of the complaint, TrueAccord has processed a dispute and 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 to the current creditor.
  
  TrueAccord account number ending in *****
  On August 23, 2023, the current creditor placed this account with us and on August 29, 2023 an initial letter was sent. 
  

  As a result of the complaint, TrueAccord has processed a dispute and 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 to the current creditor.

  TrueAccord account numbers ending in ***** ***** *** *****
  On September 26, 2023, the current creditor placed these accounts with us. On September 27, 2023 an initial email was sent for accounts ending in **** * ***** On September 28, 2023, an initial letter was sent. 

  As a result of the complaint, TrueAccord has processed a dispute and cease and desist request. TrueAccord will no longer contact the consumer regarding these accounts.  Please note that we are no longer collecting on the accounts. 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.

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

  
  

  Customer Answer

  Date: 01/23/2024

  
  
  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:01/16/2024

  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.

  A few days ago I started receiving debt collection emails using my husbands name (Jacob Wheeley) but my email address (********************* stating we owe $3583.34 from an unpaid account with ******* ******** Capital Corporation. Account number for this company is apparently ****************. Neither of us have had any accounts with ******* ******** Captial Corporation nor is this on either of our credit reports so I do not suspect identity theft. I want this company to stop scamming us with threatening debt collection notices, they clearly have the wrong person - or this is a straight up scam to get money from unsuspecting people. Whatever this is, I'm not comfortable clicking on any links in the email and I need help from the BBB to get to the bottom of this. All communication has been via email, we've received no paper bills at our house or phone calls so this is very suspicious to only be getting emails asking to click a link as well.

  Business Response

  Date: 01/26/2024

  On January 16, 2024, TrueAccord Corp. received the BBB complaint filed by **** ******* (“the filer”). 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 own the account in question. Please note that the contact information for this account was provided to TrueAccord by the current creditor. Since you have advised us that you are not the account holder, we have unsubscribed this email address from this account and will not contact you about this account again.

  We hope that this response thoroughly addresses the filer's concerns.
  

  
  

  Customer Answer

  Date: 01/29/2024

  Complaint: ********
  
  
  
  I am rejecting this response because: it is very alarming and annoying that your company had our information and without any research done to be sure it was accurate, chose to harass us about a debt that was not ours and never has been.  I would expect information like this to be double checked.  I do not appreciate being harassed in the first place and would expect this information to be transferred back to whoever sent you this information in the first place.  In any case, I have also filed a complaint against ******* ******** Corp for inaccurately forwarding our information to a debt collector.  Furthermore, it concerns me that two companies were listed as "owning" the original debt and apart from ******* ******** I do not know who LVNV or whatever company it also said - is.  We have NO outstanding debts with anyone that we are not aware of and paying on. 

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

  Business Response

  Date: 01/31/2024

  TrueAccord received the consumer’s notification that they rejected our initial response. To confirm, the consumer’s email address has been removed from the account.
  
  We again appreciate the consumer expressing their concerns. Please understand, each email of the 5 emails provided the consumer with an opportunity to dispute the debt and unsubscribe from future emails. TrueAccord takes data security, personal information and consumer privacy very seriously.  To learn more, the consumer can find our privacy policy here: . This is also linked in every outbound email and is located on our website.
  
  We thank the consumer again for notifying us that this is not their account and will not contact them further.
  
  

• Initial Complaint

  Date:01/12/2024

  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.

  On 20 Dec 2023 I started received emails about an **** accout thats past due
  My name is not **** as listed in the email
  I never had at **** ******** account
  This business continues to harass me via email and on my answering machine.
  I have contacted the business to seas and desist with no avail.
  see the latest email attached

  Business Response

  Date: 01/23/2024

  On January 16, 2024, TrueAccord Corp. received the BBB complaint filed by ******** ******* (“the filer”). TrueAccord has not heard from the filer 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 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.

  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 and phone number from this account and will not contact you about this account again.

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

  
  

  Business Response

  Date: 01/26/2024

  On January 24, 2024, TrueAccord received notice that you rejected our response filed on January 23, 2024. We appreciate you following up on this matter.

  Both your phone number ending in ************ and email address ***********************, which is listed on this complaint,  has been unsubscribed from our system. The last communication sent to you by TrueAccord was on January 10, 2024, prior to the receipt of this complaint. 

  If you have any additional email addresses or phone numbers that are not listed on this complaint, please respond with that information and we will remove them from our system. 

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

  
  

  Customer Answer

  Date: 01/29/2024

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

  They are still calling, my land line and Now my cell and still emailing.

  This company is lying.

   

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

• Initial Complaint

  Date:01/10/2024

  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 NO affiliation with TrueAccord, I have NO ACCOUNT with TrueAccord. They contacted me about a balance of $4936.15 with **** ******* **** I have NO DEBT of any kind.

  Business Response

  Date: 01/22/2024

  On January 12, 2024, TrueAccord Corp. received the CFPB complaint filed by Aurelio Zapata (“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 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 27, 2023. 
  On December 29, 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 and as a cease & desist request. 
  Please note that in the regular course of business, the current creditor removed the consumer’s account from our system on January 16, 2024. Therefore TrueAccord is no longer collecting on it and will no longer contact the consumer regarding this account. 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: 01/22/2024

  
  
  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:01/08/2024

  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.

  This company will not stop harassing me with texts from many new numbers so that I cannot block them. I do not owe them money and have asked them to stop texting me and to remove my number from their files. I emailed them using their contact us email and have not heard back. I would like them to remove my number ###-###-#### from their files

  Customer Answer

  Date: 01/14/2024

  I don’t understand the request. I have no affiliation with the company I am complaining about. I am receiving incessant text messages from them. Perhaps my number used to belong to a different person who owed the money? I’m really not sure why they have my number.
  As for your request for more information: I made the complaint myself and did not hire a third-party so I do not know what you’re asking for concerning proofs. 
  Can you please ask this company to stop texting me as they are not responding
  

  Business Response

  Date: 01/23/2024

  On January 16, 2024, TrueAccord Corp. received the BBB complaint filed by **** ***** (“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 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.

  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 phone number from this account and will not contact you about this account again.

  We hope that this response thoroughly addresses the filer’s concerns. 

  
  

• Initial Complaint

  Date:01/02/2024

  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.

  This business has been harassing me claiming I owe $45.70 for ** ********. The problem? ** ********* isn't even available in the state of IL where I live! I told them I've never even heard of them and I had ***** my whole life. I requested the information showing my name and information on the account because apparantly ** ********* is only available in Wisconsin or Michigan! Clearly they're trying to scam me or someone stole my idenity. The business is being unhelpful with telling me which one is the right answer. I don't understand why there's no proof of anything they can show me? They just expect me to pay them for a service that's not even available in my state???

  Customer Answer

  Date: 01/02/2024

  I was the one who filed the complaint, not a 3rd party

  Business Response

  Date: 01/12/2024

  On January 4, 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 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 22, 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.
  
  We sent 3 additional outbound emails on this account over the next week. This communication frequency does not meet the threshold for what the laws and regulations governing our industry consider to be harassment.
  
  If the consumer believes that this account is a result of fraud/identity theft, the current creditor will need additional information from the consumer to conduct an investigation. This can include a completed FTC affidavit (which can be found at *******************************, a police report, or any other documents that they believe would be relevant to investigate their claim.
  
  TrueAccord has processed this complaint as a cease and desist request. Please note that we are no longer collecting on the account. Since the account is no longer with TrueAccord, we have forwarded this complaint to the current creditor.
  
  If the consumer has any more questions about the account, we suggest they contact the current creditor directly. Thank you.
  
  

• Initial Complaint

  Date:01/01/2024

  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 filed a dispute on debt:
  ******************************** almost a month ago and have received no contact from the company about resolving it. All I’ve gotten is berated by automated text messages about how to pay a debt that isn't mine, but is a byproduct of identity theft.
  
  They have none of my contact information correct. The email provided on the account is not mine (doesnt even match the name), and the address they have I have not lived at in over 7 years.
  
  I disclosed this information in the dispute, and still have received no contact from TrueAccord on a resolution.

  Business Response

  Date: 01/05/2024

  On January 1, 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 does not own the account in question. The current creditor placed the account, including your phone number ending in xxx-xxx-6345, with us and we loaded it into our system on November 18, 2023.
  On December 7, 2023, TrueAccord received your identity theft dispute. While our standard operating procedure requires us to process a dispute in situations like this, it appears that this was not done. We have escalated this matter for further investigation and we appreciate you notifying us of this.  

  As a result of this complaint, TrueAccord has processed an identity theft dispute.  We have paused collection activity, and requested debt verification from the current creditor. 

  As you have informed us that you are a victim of fraud/identity theft, the current creditor will need additional information from you 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.

  Please submit this information to TrueAccord via email at [email protected] or our mailing address at ***** ******* ***** ***** **** Lenexa, KS 66219.  Please also feel free to email this information to Snap Finance’s fraud department at [email protected]. 
  
  If you have any additional questions please contact us via email at [email protected] or by phone at ***** ********* Thank you.
  

  
  

  Customer Answer

  Date: 01/15/2024

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