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:07/02/2025

  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 just received a notification a collection was added to my transunion account for a spectrum collection from this creditor. I had sent emails to notify that it was not under my name. I have no recollection of this account. It appears to be under **** ******. My name is **** ********. This needs to be removed a d deleted asap!

  Business Response

  Date: 07/15/2025

  On July 7, 2025, TrueAccord Corp. received the BBB complaint filed by **** ******** (“the consumer”). We take every complaint seriously and appreciate the opportunity to address the consumer’s concerns. 

  TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to meet the requirements of the state, federal and local laws and regulations governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.

  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 April 18, 2025. 
  
  On April 21, 2025, 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 July 3, 2025, TrueAccord received the consumer’s dispute via an Automated Consumer Dispute Verification (ACDV) form from  the credit reporting agencies.  We 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 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.

  As a result of this dispute, TrueAccord submitted a request on  July 5, 2025 for the tradeline to be removed from the consumer’s credit report. It typically takes around 45 days for the credit report to be updated by the credit bureaus. If the consumer has additional questions regarding credit reporting, we suggest they reach out directly to the credit reporting agencies.

  If the consumer has any more questions, they may contact us via email at [email protected] or by phone at ***** ********. Thank you

  Customer Answer

  Date: 07/15/2025

  
  
  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:07/01/2025

  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.

  True Accord is not correcting my credit report when they stated to me in the attached email thread that the debt was settled in February 2025. All I'm asking is that they make the correction as it should have been done in February.

  Business Response

  Date: 07/10/2025

  On July 3, 2025, TrueAccord Corp. received the BBB complaint filed by **** ****** (“the consumer”). We take every complaint seriously and appreciate the opportunity to address the consumer’s concerns. 

  TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to meet the requirements of the state, federal and local laws and regulations governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.

  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 6, 2024. 
  
  On November 7, 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 9, 2025, the consumer remitted a payment which resolved the account for less than the outstanding balance.

  TrueAccord submitted a request on February 16, 2025,  for the tradeline to be updated on the consumer’s credit report. It typically takes around 45 days for the credit report to be updated by the credit bureaus. If the consumer has additional questions regarding credit reporting, we suggest they reach out directly to the credit reporting agencies.
  
  On February 17, 2025, TrueAccord received the consumer’s dispute via an Automated Consumer Dispute Verification (ACDV) form from  the credit reporting agencies.  We updated the consumer’s account and notified the consumer that TrueAccord reports eligible accounts to credit bureaus.
  If the consumer has any more questions about the account, we suggest they contact the current creditor directly. Thank you.

  
  

• Initial Complaint

  Date:06/30/2025

  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 received multiple emails from TrueAccord seeking to collect a debt I do not owe. TrueAccord has my name wrong, my address wrong, and I have no knowledge of doing any business with the entity TrueAccord is seeking to collect a debt for (LVNV Funding LLC). I request that TrueAccord immediately cease and desist its effort to collect this debt from me, which is not mine. I further request that TrueAccord not report this unverified debt to any credit reporting agency. I further request debt validation under the Fair Debt Collection Practices Act, including proof of the original debt, a signed agreement, chain of assignment, proof of authority to collect the debt in California, and proof that the statute of limitations on collecting the debt has not run. Thank you.

  Business Response

  Date: 07/11/2025

  On July 3, 2025, TrueAccord Corp. received the BBB complaint filed by ******* ***** (“the consumer”). We take every complaint seriously and appreciate the opportunity to address the consumer’s concerns. 

  TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to meet the requirements of the state, federal and local laws and regulations governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.
  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 June 23, 2025. 
  
  On June 26, 2025, TrueAccord sent the consumer an initial email detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the CFPB website (********************************) for the consumer to learn more information about their federal rights.

  TrueAccord has processed this complaint as a dispute. We have paused collection activity, and requested debt verification from the current creditor. TrueAccord has also processed this complaint as a cease and desist request. 

  Please note that in the regular course of business, the current creditor removed the consumer’s account from our system on July 7, 2025, therefore TrueAccord is no longer collecting on it. Since the account is no longer with TrueAccord, we have forwarded this complaint to the current creditor.
  TrueAccord does not report to any of the credit bureaus for this creditor. If the consumer has questions regarding credit reporting or the account, we suggest they reach out directly to the current creditor or the credit reporting agencies.

  Customer Answer

  Date: 07/11/2025

  
  
  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:06/26/2025

  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 Verizon Wireless. I do not have a contract with the collection agency reporting to the credit bureaus. They did not provide me with the original contract that proves I signed to agree to pay this collection agency with whom I never did business with.

  Customer Answer

  Date: 06/27/2025

  I have not agreed to have a contract with this company or sign any documents agreeing to pay this company. If you the BBB refuse to help then I will get DOGE to investigate the BBB as well and it will involve litigation against the BBB if you refuse to help. 

  Business Response

  Date: 07/10/2025

  On June 30, 2025, TrueAccord Corp. received the BBB complaint filed by ******** ******* (“the consumer”). We take every complaint seriously and appreciate the opportunity to address the consumer’s concerns. 
  
  TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to meet the requirements of the state, federal and local laws and regulations governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.
  
  TrueAccord does not own the account in question. The current creditor placed the account, including the consumer’s contact May 1, 2025. 
   
  On May 3, 2025, 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 May 29, 2025, TrueAccord received the consumer’s dispute.  We 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. 
  
  TrueAccord does not report to any of the credit bureaus for this creditor. If the consumer has questions regarding credit reporting, we suggest they reach out directly to the current creditor or the credit reporting agencies.
  
  If the consumer has any more questions, they may contact us via email at ********************** or by phone at ***** ********. Thank you.
  

• Initial Complaint

  Date:06/18/2025

  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 company will not stop sending me texts saying that I can settle my debt… there’s only one issue: I DO NOT HAVE ANY UNSETTLED DEBT! All of my accounts are in good standing and have been paid on time. Please stop harassing me over someone else’s debt.

  Business Response

  Date: 06/26/2025

  On June 19, 2025, TrueAccord Corp. received the BBB complaint filed by ******* ***** (“the consumer”). We take every complaint seriously and appreciate the opportunity to address the consumer’s concerns. 

  TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to meet the requirements of the state, federal and local laws and regulations governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.

  As the consumer states that this is not their account, TrueAccord removed the phone number in question from the account. We appreciate the consumer notifying us of this. The consumer will no longer receive communications from TrueAccord regarding this account.
  
  We hope that this response thoroughly addresses the consumer’s concerns

  Customer Answer

  Date: 06/26/2025

  
  
  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:06/17/2025

  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.

  TrueAccord is attempting to collect a debt of $1,154.36 on behalf of Plaza Services, LLC (Account #****) without providing any proper validation. This is the first time I’ve been contacted about this alleged debt, and I have no knowledge of it or any agreement with Plaza Services.
  
  I formally requested debt validation under the Fair Debt Collection Practices Act (15 U.S.C. § 1692g), including proof of the original debt, a signed agreement, chain of assignment, and proof of their authority to collect in Florida. TrueAccord has failed to provide any of this documentation.
  
  Until the debt is properly validated, they are not authorized to report this to any credit bureau. If they do so, I will pursue legal action for violations of the FDCPA and FCRA.
  
  Resolution Requested:
  I want TrueAccord to immediately stop all collection efforts and refrain from reporting this unverified debt to any credit reporting agency,

  Business Response

  Date: 06/23/2025

  On June 19, 2025, TrueAccord Corp. received your BBB complaint. We take every complaint seriously and appreciate the opportunity to address your concerns. 

  TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to exceed the minimum regulatory requirements of the state, federal and local laws governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.
  

  TrueAccord does not own the account in question. The current creditor placed the account, including the contact information, with us and we loaded it into our system on June 13, 2025. 
  

  On June 17, 2025, TrueAccord sent you an initial email detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the CFPB website (********************************) for you to learn more information about your federal rights.
  

  TrueAccord has processed this complaint as a dispute and 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.
  

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

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

  Customer Answer

  Date: 06/23/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is so far ok to me. I hope TRUEACCORD does not report this alleged debt to my report to damage my credit, and if they do I will rapidly take legal action with my lawyer and sue them for violating my right under the FCRA law.
  
  
  
  Sincerely,
  
  
  
  ********* ******

• Initial Complaint

  Date:06/08/2025

  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 collection account in April 20 25. Not only is it still showing as open in my credit, but another debt collector is trying to collect on this.
  I can’t help but feel like this has been a scam. I paid the money, and is still showing as in collections and now another creditor is trying to collect on this. Either remove this from my credit report or give me my money back.

  Business Response

  Date: 06/16/2025

  On June 9, 2025, TrueAccord Corp. received your BBB complaint. We take every complaint seriously and appreciate the opportunity to address your concerns. 

  TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to exceed the minimum regulatory requirements of the state, federal and local laws governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.
  

  TrueAccord does not own the account in question. The current creditor placed the account, including the contact information, with us and we loaded it into our system on February 21, 2025. 
  

  On February 24, 2025, 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.
  

  Per our records, the account was resolved on May 15, 2025 for less than the outstanding balance. TrueAccord’s system is set up to automatically notify all creditors when payments are made on their accounts.  Depending on the creditor, it can take a couple of days for the full information transfer.  However, TrueAccord provides consumers with a letter confirming that the account is resolved after processing the final payment.
  

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

  As a final note, because (1) the payment has already been remitted to the current creditor and (2) the payment was posted according to the consumer’s chosen date and time and in accordance with the terms and conditions that the consumer agreed to, TrueAccord is unable to refund this payment. We suggest you reach out directly to the current creditor if you wish to  pursue a refund.
  

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

  Customer Answer

  Date: 06/20/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  The creditor is still showing this as unresolved.
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 06/30/2025

  On June 23, 2025, TrueAccord Corp. received your reply to our response filed on June 16, 2025.  We take every complaint seriously and appreciate the opportunity to again address your concerns.

  TrueAccord reached out to the current creditor, and their records showed that the account was resolved.

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

• Initial Complaint

  Date:06/08/2025

  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.

  True Accord keeps harassing me w/ text messages. On June 7, 2025 they sent me another one.
  They must have got my information from Midland Credit Management or Resurgent/LVNV Funding LLC. They have a history of violating the FDCPA. I request that True Accord send me money damages for their harassment or we will have to go to court. It is proven they are a corrupt company that should be shut down. Attorney General **** ****** reached an agreement with third-party debt collection company TrueAccord over illegal collection. The company will pay $500,000 to the state under the agreement to be used for consumer refunds. They should be added to the Banned debt collectors list. I don't have a signed contract with them and there has never been a transfer of debt to them. They have no right to harass me. I have no business relationship with them. The y have not produced any evidence to prove they are even a legitimate business.

  Business Response

  Date: 06/13/2025

  On June 10, 2025, TrueAccord Corp. received the BBB complaint filed by ***** ****** (“the consumer”). Please note, TrueAccord received a substantially similar complaint from the CFPB on June 7, 2025.  We take every complaint seriously and appreciate the opportunity to address the consumer’s concerns. 

  TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to meet the requirements of the state, federal and local laws and regulations governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.

  We would like to assure the consumer that TrueAccord is a legitimate business. We can be located on the Better Business Bureau page located here: *********************************************************************************************. 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 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 September 23, 2024. 
  
  On September 24, 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 September 24, 2024,the same day as the above letter was sent, TrueAccord received the consumer’s unsubscribe request for emails. TrueAccord has not emailed the consumer since regarding this account. 

  On June 7, 2025, TrueAccord sent the consumer two (2) SMS and on the same day we received the consumer’s unsubscribe request.  TrueAccord has not communicated with the consumer since.

  This communication frequency does not meet the threshold for what the laws and regulations governing our industry consider to be harassment.
  

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

  As a result of the cease and desist, the current creditor removed the consumer’s account from our system on June 10, 2025, therefore TrueAccord is no longer collecting on it. Since the account is no longer with TrueAccord, we have forwarded this complaint to the current creditor.

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

  
  

  Customer Answer

  Date: 07/03/2025

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

  They are failing to mention they sent written correspondence and made phone calls. 

  This company is predatory. They illegally obtain people's data without their permission then proceed to solicit business.

  It is a disgusting business model. I have not seen one instance where they have had a positive review. Almost everyone who is contacted by them feels

  harassed, annoyed and solicited. They should not be allowed to continue with this business model. Why? Because there are thousands of other horrible companies just like them 

  and your email inbox can be overwhelmed by these inconsiderate, soulless money first individuals who don't understand there are real people on the other end of their harassing communications. They disrespected my Cease and Desist. They have to ask themselves what kind of world are they creating when they are harassing people that just want to be left alone. How many people end up giving up because of the constant harassment of predatory companies. I would love to sue for the violation of my cease and desist. TrueAccord they are monsters. Look online you see tons of lawsuits against them and tons of people complaining. I will say horrible things about them for the rest of my life. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 07/11/2025

  TrueAccord appreciates *** ****** providing TrueAccord with opportunities to respond to his concerns. At this time, TrueAccord has responded thoroughly and we do not have any additional information to provide. We again thank the consumer for allowing us to attempt to resolve this matter.

• Initial Complaint

  Date:06/05/2025

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

  Business Response

  Date: 06/16/2025

  On June 9, 2025, TrueAccord Corp. received your BBB complaint. We take every complaint seriously and appreciate the opportunity to address your concerns. 

  TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to exceed the minimum regulatory requirements of the state, federal and local laws governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.
  

  TrueAccord does not own the account in question. The current creditor placed the account, including the contact information, with us and we loaded it into our system on July 16, 2024. 
  

  On July 18, 2024, TrueAccord sent you 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 you to learn more information about your federal rights.
  

  On June 6, 2025, TrueAccord received your identity theft dispute via an Automated Consumer Dispute Verification (ACDV) form from  the credit reporting agencies. TrueAccord requested debt verification from the current creditor and will send it to the address that we have on file. All collection activity has been paused pending the resolution of the identity theft dispute.
  

  As a result of this dispute, TrueAccord submitted a request on June 7, 2025 for the tradeline to be removed from your credit report. It typically takes around 45 days for the credit report to be updated by the credit bureaus. If you have additional questions regarding credit reporting, we suggest you reach out directly to the credit reporting agencies.
  

  If you have any more questions, you may contact us via email at [email protected] or by phone at ***** ********* Thank you.

  
  

  Customer Answer

  Date: 06/16/2025

  
  
  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:06/05/2025

  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 called to get a debt validation letter for a debt they said that I owe to Charter (Spectrum). They refused to send me a debt validation letter. I spoke with 3 people to try to get the letter, all 3 refused and the third person hung up on me. All they would do was push me to dispute the charge or pay it. They've reported this debt and its on my credit report but they can't validate that I owe it.... I explained that violated the Fair Debt Collection Practices Act (FDCPA), when I tried to explain further I was hung up on....

  Business Response

  Date: 06/12/2025

  On June 5, 2025, TrueAccord Corp. received the BBB complaint filed by ****** ***** (“the consumer”). We take every complaint seriously and appreciate the opportunity to address the consumer’s concerns. 

  TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to meet the requirements of the state, federal and local laws and regulations governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.

  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 April 7, 2025. 
  
  On April 8, 2025, TrueAccord sent the consumer an initial email at ********************** 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. In addition, it provided the consumer information about the potential credit reporting associated with their account. 

  
  On June 5, 2025, the consumer contacted TrueAccord three  separate times via phone and spoke to three different agents. 

  During the first call, the consumer requested validation documents and informed us that we were reporting the account to the credit bureaus.  In response, the agent sent the consumer an email which provided the consumer a link to complete TrueAccord’s online dispute form. The agent informed the consumer that the account would be placed on hold for 30 days to allow the consumer to submit her dispute. 
  
  During the subsequent call, the consumer once again requested validation documents. The agent assisting her mentioned that a dispute would need to be processed in order for validation documents to be provided.  The consumer informed our agent we were violating the FDCPA by not providing validation documents. She reiterated that she did not want to dispute the debt but was looking for validation documents from TrueAccord and not the current creditor to determine if she was going to dispute the debt. 

  During the last call, the consumer immediately informed our agent that she was upset because TrueAccord was refusing to provide validation documents. To provide validation documents to the consumer, the agent stated that a dispute must be submitted to formally request and obtain these documents and the call abruptly ended.

  As a result of this complaint, TrueAccord has processed a cease and desist request. TrueAccord will no longer contact the consumer regarding this account. Subsequently, 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.

  As a result of this dispute that was processed, TrueAccord submitted a request on June 7, 2025 for the tradeline to be removed from the consumer’s credit report. It typically takes around 45 days for the credit report to be updated by the credit bureaus. If the consumer has additional questions regarding credit reporting, we suggest they reach out directly to the credit reporting agencies.

  Thank you.