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:12/20/2023

  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 keep getting text messages from this company. At first I thought it was a scam & still believe it is. I called them provided my phone number & they refused to give me any info on the debt they are trying to collect. They contacted me & wanted me to verify my name & address along with other personal info. I declined since they contacted me. I asked for a supervisor who would not give me any info. He kept repeating that he would take my number off the list. I asked him what would happen to the debt at that point witch I received no answer to. I then asked who he collects debts for & would not provide me with that information either. He then provided to hang up. I still have no resolution to if the debt they are trying to collect is mine or not.

  Business Response

  Date: 12/28/2023

  TrueAccord received this BBB complaint on December 26, 2023. We take every complaint seriously and appreciate the opportunity to respond to the complainant’s concerns.

  TrueAccord is a third-party debt collection agency that collects debts on behalf of creditors. The phone number that TrueAccord sent the SMS to was provided to us by the creditor along with the remaining account information. On December 19, 2023, the complainant called TrueAccord because they received an SMS from us and they wanted to know information about the debt. As a third-party debt collector, TrueAccord has legal and regulatory requirements to not disclose information about a debt to a third-party (in other words, anyone other than the account holder). In order to accomplish this, we are required to authenticate that the caller is the account holder by verifying certain information on the account. During this call, the complainant was unable to authenticate the account information and provided us enough information to believe that they were not the account holder. For this reason, we were unable to provide them any further information about the account.

  Since they indicated that they are not the person on the account, we have removed the related phone number from the account. TrueAccord will no longer contact the complainant at this number regarding this debt. 

  We hope that this response addresses their concerns.
  

  
  

• Initial Complaint

  Date:12/19/2023

  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 ****** *********** A NATURAL PERSON 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 ***** 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

  Customer Answer

  Date: 12/20/2023

  I have no binding contract with true accord. They should not be reporting a collection on my credit report

  Business Response

  Date: 12/28/2023

  On December 19, 2023, TrueAccord Corp. received your BBB complaint. TrueAccord has not heard from you prior to this complaint. We take every complaint seriously and appreciate the opportunity to address 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 ****. We maintain a full-time internal compliance department that established our policies and procedures to exceed the minimum regulatory requirements of the state, federal and local laws governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.

  TrueAccord does not own the account in question. The current creditor placed the account, including your contact information, with us and we loaded it into our system on November 14, 2023. On November 17, 2023, 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 **** website ********************************** for you to learn more information about your federal rights.

  We have processed this complaint as a dispute. We requested your debt verification from ****** and will not resume collection activity until verification has been provided.

  Please note that TrueAccord does not credit report, but ****** does. If you have any questions regarding credit reporting or would like to report unauthorized activity, we encourage you to reach out directly to the creditor or the credit reporting agencies. You may reach ****** by calling ************ between the hours of 8 a.m. and 7 p.m. CT seven days a week.

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

  While investigating your complaint, we reached out to ****** and they provided the following response: 
  ******** records indicate that loan ********* was processed with **** on March 27, 2023, for a purchase in the amount of $280.81. The loan required a down payment amount of $56.17 that was submitted on March 24, 2023. The repayment terms of the loan are three monthly installments of $77.77 at an APR of 22.98% with payment due on the 27th of each month. 

  ****** received payments of $77.77 on April 27, 2023, and on May 25, 2023. On October 26, 2023, the loan was charged off after having an overdue balance for 120 days. ****** encourages all customers to make payments on or before the scheduled due date. Customers won’t incur any late fees, but late payments may impact their ability to take out future loans with ******. If a payment is 30 or more days overdue some loans may be reported to ******** as delinquent. If payments are more than 120 days overdue, ****** reserves the right to refer the loan to one of our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.

  Upon charge-off, ****** placed the loan with TrueAccord, for continued management. At this time, you will need to contact TrueAccord at 1-866-611-2731 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.

  As stated in ******** 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 ****** to send you payment reminders from time-to-time. Notwithstanding whether you have consented or withdrawn your consent to the ****** 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 ****** pursuant to this Agreement or any other agreement you have with us or any Bank Partner, ****** 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."

  ****** received a dispute through ******* concerning the accuracy of the information furnished on December 5, 2023, December 13, 2023, December 17, 2023, and December 22, 2023; ****** investigated and confirmed the accuracy of its reporting; this was communicated to you on December 6, 2023, December 15, 2023, December 20, 2023, and December 26, 2023.

  Please note, ****** 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. Furthermore, this was disclosed on ******** Terms of Use and Privacy Policy as well as your Loan Agreement which you consented to and approved when you obtained ******** loan. More information on ******** Terms of Service can be found here: ****************************.

  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 *********.

  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. 
  In the event that you have any further questions, we encourage you to reach out to ****** *** ******************************************.
  

  
  

• Initial Complaint

  Date:12/18/2023

  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 am being sent collection notices by email for the amount of 211.
  41. True Accord is representing **** ******* *** (current creditor of original ******* ******** ******* ***********). I have no clue as to who or what this company is about. I tried saving the email in order to attach to this complaint but saving or copying is not allowed. The email gives no explanation for this, date, location, or any information. In searching online the locations are in Houston and Laredo but none of this information is included in the notice. Just asking to make arrangements for this payment. I don't know if this is a scam. Your assistance is greatly appreciated. I would like for this harassment to stop.

  Business Response

  Date: 12/27/2023

  On December 8, 2023, 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. 
  As the consumer states that this is not their account, TrueAccord removed the email 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.

• Initial Complaint

  Date:12/15/2023

  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.

  Yes I had a balance with ****** and this account * **** was transferred to TRUE ACCORD. I made 2 payments of $23.40 to this account. I also have an email from TRUEACCORD saying this balance is paid in full. 2 months later they are emailing me on the same account asking for more money. I was constantly told this account was paid off and it takes 90 days to update. I asked TRUEACCORD for proof of all of the payments I have made in the last year o confirm these payments were received. Now all of a sudden they no longer own my account and are referring me back to the original creditor. It seems they have a pattern of closing accounts once consumers start asking for proof of payments. I feel this company is scamming consumers out of their hard earned money and not paying the original creditors for which they are collecting the payments for.

  Business Response

  Date: 12/19/2023

  On December 15, 2023, 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.
  
  As an initial matter, TrueAccord has 3 accounts in our system for this consumer. TrueAccord does not own any of the accounts in question.
  
  TrueAccord Account # ending in ****
  
  TrueAccord does not own the account in question. The current creditor, ******, placed the account, including the consumer’s contact information, with us and we loaded it into our system on May 11, 2023. ******’s account ends in *****
   
  On May 12, 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.
  
  Per our records, the consumer’s account was resolved on July 7, 2023. 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.  Additionally, TrueAccord provided the consumer with an email confirming that the account is resolved after processing the final payment on July 7, 2023.
  
  TrueAccord Account # ending in ****
  
  TrueAccord does not own the account in question. The current creditor, ****** placed the account, including the consumer’s contact information, with us and we loaded it into our system on May 11, 2023. ******’s account ends in *****
   
  On May 13, 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.
  
  Per our records the consumer entered into a payment plan on June 16, 2023. TrueAccord sent the consumer a reminder of this payment plan on December 10, 2023. 
  
  TrueAccord Account # ending in ****
  
  TrueAccord does not own the account in question. The current creditor, ******, placed the account, including the consumer’s contact information, with us and we loaded it into our system on May 22, 2023. ******’s account ends in *****
   
  On May 25, 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.
  
  Per our records the consumer entered into a payment plan on October 18, 2023. However, the first payment was not able to be processed. TrueAccord notified the consumer of this on November 20, 2023.
  
  If the consumer has any more questions or would like to take further action on the account, they may contact us via email at [email protected] or by phone at ***** ********. Thank you.
  

  Customer Answer

  Date: 12/29/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Per the screenshot the account ending in 91485 is the same account that was closed and paid on July 7th. Why has ****** not been notified this account was paid in full. Why did I get another email from you all stating I have a balance of the account is paid off. You are correct I have not made anymore payments to any of these accounts because I feel like TrueAccord is ripping customers off. Please provide proof you sent ****** the documents to show account **** was paid in full. 
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 01/12/2024

  On January 5, 2024, TrueAccord Corp. received notification that the consumer rejected our initial response. We thank the consumer for clarifying their concern. 
  
  As mentioned in our initial response, the TrueAccord account number ending in **** was resolved on July 7, 2023 and ****** was notified. The associated ****** account number for this account ends in *****
  
  The TrueAccord account number ending in 1485 was placed on May 11, 2023, as well. The account was subsequently retracted on December 14, 2023. The associated ****** account number for this account ends in *****
  
  At the consumer’s request, we have reached out to our client to confirm if the two accounts mentioned above are the same debt due to the similar debt balances. ****** has responded stating the accounts have different order dates. With that said, we can confirm TrueAccord is not attempting collection on either account.
  
  To confirm, the TrueAccord account number ending in **** has not been paid in full. The associated ****** account number for this account ends in ***** Our initial response stated that it is in a repayment plan. However, the payment scheduled for December 20, 2023 failed when presented to your bank. We notified you of this on December 23, 2023.
  
  If the consumer has any more questions or would like to take further action on the accounts actively placed with our office, they may contact us via email at [email protected] or by phone at ***** ********. Thank you.
  

• Initial Complaint

  Date:12/14/2023

  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 received only a text message with an extremely suspicious link saying that i owed money to this debt collector. I emailed the same day to their support, and didn't receive a response for 3 weeks. I have confirmed on my credit report that I don't actually owe any money. When I provided my phone number to this company so that they could look up what I owe, I received the following response:
  
  "Due to the nature of our accounts, and our need to take privacy very seriously, we are unable to speak with anyone other than the account holder."
  
  So they literally won't even give me an answer on what the supposed "debt" is that I owe.

  Customer Answer

  Date: 12/14/2023

  Hi, 
  
  What specifically do you need from me in terms of clarification? They continue to reach out to me, even though I've called and confirmed that I do not in fact have an actual debt. I've asked them to delete my information in accordance with CCPA, but they continue to reach out. 

  Business Response

  Date: 12/15/2023

  On December 14, 2023, 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 ****. 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 account, including the telephone number ending in ****, was placed with us. Since the consumer has advised us that they are not the account holder, we have unsubscribed this phone number from this account and will not contact the consumer about this account again. We have also notified the creditor that the telephone number ending in **** does not belong to the responsible party. 
  
  We hope that this response thoroughly addresses the consumer’s concerns. 
  
  

• Initial Complaint

  Date:12/13/2023

  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 ***** ****** ****. I do not have a contract with True Accord Corp. They did not provide me with the original contract as I requested.

  Customer Answer

  Date: 12/13/2023

  I have not authorized a third party to contact the BBB on my behalf. This is myself taking this action entering my own information to address this issue. 

  Business Response

  Date: 12/19/2023

  On December 14, 2023, TrueAccord Corp. received the BBB complaint filed by ******** ******* (“consumer”). We take every complaint seriously and appreciate the opportunity to address their concerns. 

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

  TrueAccord does not own the account in question. The current creditor placed the account, including the consumer’s contact information, with us and we loaded it into our system on February 1, 2023.

  On February 2, 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 **** website ********************************** for the consumer to learn more information about their federal rights.

  On November 29, 2023, the consumer contacted TrueAccord via phone to establish a monthly payment plan that would resolve the balance in full with a start date of December 8, 2023. The agent assisting the consumer sent an email to ******************** that would allow the consumer to confirm the payment plan that was discussed, however the consumer failed to do so. 
  
  As a result of this complaint, TrueAccord has processed a dispute on this account. 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. 

  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. 
  

  
  

• Initial Complaint

  Date:12/13/2023

  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 requesting True Accord send company send verification of debt

  Business Response

  Date: 12/15/2023

  On December 13, 2023, 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 ****. 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 July 7, 2023. 
   
  On July 12, 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 **** website (********************************) for the consumer to learn more information about their federal rights.
  
  We have processed this complaint as a dispute and a cease & desist. While TrueAccord requested debt verification from the current creditor, we are no longer collecting on the account. We 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.

  Business Response

  Date: 12/19/2023

  On December 18, 2023, TrueAccord Corp. received the BBB complaint response rejection filed by ******* ******* (“the consumer”). We take every complaint seriously and appreciate the opportunity to address the consumer’s concerns.
  

  As mentioned in our previous response, TrueAccord is no longer collecting on this account due to the cease and desist request in the original complaint filed by the consumer. 
  

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

  
  

  Customer Answer

  Date: 12/20/2023

   
  
  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. This should reflect on my credit report as well right. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:12/11/2023

  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 ****** ********* A NATURAL PERSON 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.

  Business Response

  Date: 12/13/2023

  On December 11, 2023, 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 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 own the account in question. We are subservicing this account for ERC, who is working on behalf of AT&T. ERC placed this account, including the consumer’s contact information, with us and we loaded it into our system on November 22, 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.
  
  We sent a total of 3 outbound emails on this account in 9 days. At most, 2 outbound emails were sent to the consumer in one week. This communication frequency does not meet the threshold for what the laws and regulations governing our industry consider to be harassment.
  
  We have processed this complaint as a dispute. We paused collection activity and requested debt verification from the current creditor. 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.
  

  Customer Answer

  Date: 12/13/2023

  
  
  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:12/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by this company called TRUE ACCORD over a case on my credit report and they contacted me via email and said if I pay this off this bill off at a 60% discount that it would be removed from my credit report and be resolved so I paid what was requested and I asked if this would close this out, and I was assured that it would two weeks I was contacted again by the same company, claiming that I owe them more money and that they cannot find my account. I have emails and receipts congratulating me on paying off and resolving this on my credit report so now they’re saying that I owe them more money, and I refuse to pay because I already did and it’s still on my credit report never reach anyone back home only through emails and they only correspond with me after two or 3 AM, the only live contact that I’ve had with this company is one time and the lady said that she did not see any information on me or my email address, which is the only way that I’ve had constant contact with them is through email what should I do?

  Customer Answer

  Date: 12/05/2023

  I don’t have any third party working on this on my behalf I don’t know if I sent the message more than once by mistake but it’s only the BBB that should be working on this on my behalf . 

  Business Response

  Date: 12/13/2023

  On December 5, 2023, 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 accredited with the BBB and registered with the ****. We maintain a full-time internal compliance department that established our policies and procedures to exceed the minimum regulatory requirements of the state, federal and local laws governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.

  As an initial matter, TrueAccord has 2 accounts in our system for this consumer. TrueAccord does not own any of the accounts in question.
  

  Account #1: **** ******* *** (******* (*********)) ending in ****
  

  The current creditor placed the account with us and we loaded it into our system on September 18, 2023.
  

  On September 19, 2023, 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 **** website (********************************) for you to learn more information about your federal rights.
  

  On November 8, 2023, you called TrueAccord to resolve the account. The agent errored in answering “correct” to a question you asked regarding whether resolving the account would remove it from your credit report. We have submitted a coaching request for the agent who handled this call. Please note, 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.
  

  Per our records, the account was resolved on November 8, 2023. 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 provided you with a letter confirming that the account is resolved after processing the final payment.
  

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

  Account #2: **** ******* *** **** ************** ********* ***) ending in ****
  

  The current creditor placed the account with us and we loaded it into our system on November 21, 2023.
  

  On November 22, 2023, 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 **** website (********************************) for the consumer to learn more information about your federal rights.
  

  On November 22, 2023, we received the consumer’s email. In the reply, the agent errored in stating that we were unable to locate the accounts using your email address. We have submitted a coaching request for the agent who handled this email. 
  

  On November 25, 2023, TrueAccord received your email disputing this debt.  We processed this dispute, paused collection activity, and requested debt verification from the current creditor. TrueAccord has not and will not resume collections until after the debt verification has been sent to the address on file.
  

  On December 1, 2023, TrueAccord received your email. As a result, we removed the email address from the account. Therefore, you will no longer receive email communications from TrueAccord regarding this account.
  

  If you have any more questions or would like to take further action on the account, you can contact us by phone at (866) 611-2731.
  

  Thank you.

• Initial Complaint

  Date:12/04/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received an email twice from TrueAccord that I owe **** ******* ***. and several harassing phone calls at least 3x a day of an account that I have no knowledge of stating this was in 2007. I am beyond annoyed because there is nothing in my credit history about this, court cases or any cards that I have. I demand they remove my email and phone number from their list and leave me alone.

  Business Response

  Date: 12/11/2023

  On December 4, 2023, TrueAccord Corp. received the **** 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 ****. 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 16, 2023. 
   
  On November 30, 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 **** website ********************************** for the consumer to learn more information about their federal rights.
  
  We sent a total of 2 outbound emails on this account in 4 days. At most, 1 outbound email was sent to the consumer in one week. TrueAccord has not placed any outbound telephone calls to the consumer. This communication frequency does not meet the threshold for what the laws and regulations governing our industry consider to be harassment.
  
  We have processed this complaint as a dispute and as a cease & desist. We paused collection activity and requested debt verification from the current creditor. 
  
  Please note that in the regular course of business, the current creditor removed the consumer’s account from our system on December 6, 2023, 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: 12/11/2023

   
  
  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,
  
  
  
  **** ****