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:06/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for ********* ******* ******** ***. I do NOT have a Contract with True Accord. I am a CA resident, and This Collection Agency is in Violation of CA State Code of Procedure SS 337.

  Business Response

  Date: 06/26/2023

  On June 21, 2023, TrueAccord Corp. received the CFPB complaint filed by **** ***** (“the consumer”). TrueAccord has not heard from the consumer prior to this complaint. 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 February 22, 2023. On February 23, 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.
  
  While debt collectors and creditors cannot sue a consumer to collect a debt once the applicable statute of limitations has expired, debt collectors are still permitted to collect on the debt through other means so long as the appropriate disclosures are provided. The account is past the statute of limitations, and all outbound emails contained the time-barred debt disclosure that is required by law. 
  
  Additionally, TrueAccord does not report to any of the credit bureaus. If the consumer has questions regarding credit reporting, we suggest they reach out directly to the current creditor or the credit reporting agencies.
  
  TrueAccord notified our client, the current creditor , of the consumer’s dispute and the client has subsequently pulled the account from our system on June 22, 2023.  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.
  
  

• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** ****** from True Accord has been sending me constant emails and calling me all the time about a collection from Premier Bank since Jan 2022 till now.It’s just constant harassment. For amount of $900. The account closed in Feb 12 2020.
  ********** ******* **** ****** **** ***** ******* **** ***** **** ********* ******

  Business Response

  Date: 06/22/2023

  On June 17, 2023, TrueAccord Corp. received your BBB complaint. TrueAccord has not heard from the consumer prior to this complaint. We take every complaint seriously and appreciate the opportunity to address their concerns. 
  
  TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency 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 with us and we loaded it into our system on January 15, 2022. 

  On January 19, 2022, TrueAccord sent the consumer an initial email detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the CFPB website ********************************** for the consumer to learn more information about their federal rights.
  

  We sent a total of 127 outbound emails on this account in 515 days. At most, three outbound emails were sent to the consumer in one week. This communication frequency is well within the guidelines of what laws and regulations governing our industry consider as not harassment. Also, we did not communicate with you via telephone call.
  

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

  If you have any more questions or would like to take further action on the account, you can contact us via email at ********************** ** ** ***** ** ***** ********* ***** ****

• Initial Complaint

  Date:06/15/2023

  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.

  Company keeps calling say they are a debt company when I ask who are they trying to collect for they hang up or ask for my personal information I don’t know if this company is legitimate

  Business Response

  Date: 06/27/2023

  On June 16, 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 CFPB. We maintain a full-time internal compliance department that established our policies and procedures to exceed the minimum regulatory requirements of the state, federal and local laws governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.
  We would like to assure you that TrueAccord is a legitimate business. We are an accredited business through the Better Business Bureau and maintain an A+ rating. The consumer can find our BBB page here: ********************************************************************************************** We are also registered with the CFPB. After investigating our business and finding that TrueAccord is an accredited company with positive reviews, we hope that you feel at ease knowing that TrueAccord is a legitimate business.
  As an initial matter, TrueAccord has 2 accounts in our system. TrueAccord does not own any of the accounts in question.
  ******* *** ****** * ********* ******* ** ********** ******)
  The current creditor placed the account, including your contact information, with us and we loaded it into our system on March 12, 2022.
  On October 1, 2022, TrueAccord sent you an initial letter detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the CFPB website *********************************) for you to learn more information about your federal rights.
  On June 15, 2023, TrueAccord reached out to you via phone in regards to this account, but the call was disconnected 38 seconds into the call. On the same day you contacted us via phone, and the agent asked you questions to verify we are speaking to the person listed on the account.
  Please note that when a consumer calls into the office, TrueAccord’s policies require that we verify we are speaking to the correct consumer listed on the account. These requirements are intended to protect an individual’s privacy and information. TrueAccord will not discuss account details unless an inbound caller provides two pieces of verification information that we can match to the account information in our office. This includes but is not limited to the consumer’s first and last name, TrueAccord account ID, email address, telephone number and original account number.
  ******* *** ****** * ********* ******* ** ****** ******** ******
  The current creditor placed the account, including your contact information, with us and we loaded it into our system on March 18, 2022.
  On September 30, 2022, TrueAccord sent you an initial email detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the CFPB website ********************************** for you to learn more information about your federal rights.
  On May 16, 2023, TrueAccord reached out to you via phone in regards to this account. On the call, the agent filed a dispute and removed your telephone number from the 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. 
  Per your request, TrueAccord has processed this complaint as a cease and desist request. TrueAccord will no longer contact you on the 2 accounts.
  If you have any more questions about the accounts, we suggest you contact the current creditor directly. Thank you.
  In the process of investigating this complaint, we reached out to Affirm. ****** provided the following information:
  Thank you for the opportunity to respond to Ms. ******* BBB complaint. ****** has reviewed the complaint which states her concerns regarding credit reporting in relation to loan ********* *** **********
  ****** records indicate that loan ********* with ********** ****** was processed on September 24, 2021 for $99.00 with the agreed upon terms of 0% APR to be paid over 3 installments of $24.75. The Loan became overdue on November 05, 2021 and received no further payments. The loan was sequently charged off on March 06, 2022.
  Loan ********* with Dick’s Sporting Goods was processed on September 16, 2021 for $116.00 with the agreed upon terms of 0% APR to be paid over 4 biweekly installments of $29.00. The loan became overdue on November 11, 2021 and received no further payments. The loan was sequently charged off on March 12, 2022.
  ****** currently reports some repayment activity to Experian and may report to other credit bureaus in the future. If a payment is 30 or more days overdue it may be reported to Experian as delinquent. If payments are more than 120 days overdue, ****** reserves the right to refer the loan to one of *******s third-party collections partners. Once a loan has been charged off, the charge off status is irreversible.
  Upon origination of the loan, Ms. ***** electronically accepted/signed a Truth in Lending Agreement. In addition, she agreed to *******s Terms of Service when she created her ****** account. As stated in *******s Terms of Service, specifically Section 1: Electronic Disclosures: "Your electronic signature on agreements and documents has the same effect as if you signed them in ink." In addition to that, Affirm’s Terms of Service, Section 2: How ****** Serves You also states, “You understand that ****** and/or any of its Bank Partners may report information about your loan or Savings Account (such as on-time, late, and missed payments; any defaults; and the fact you paid o? your loan) to consumer reporting agencies, and that such information may be reflected in your credit report or other consumer reports about you”. Loan agreements are available for review at any time online or in the ****** app. To access your loan agreements online, visit **********************************  and access your ****** account.
  ****** has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. At this time, ****** has confirmed that all credit reporting is accurate.
  At this time, collections communications have been disabled on her behalf. Ms. ***** remains responsible for monitoring her loan status the repayment.
  For her convenience, ****** has attached a copy of both Truth in Lending Agreements and Loan Verification Letters to the email on file. Together these documents validate the debt she owes and the outstanding amount due.
  In the event that Ms. *****. has any further questions, ****** encourages her to reach out to ****** via email.
  

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair 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 Affirm inc. I do not have a contract with TrueAccord, they did not provide me with the original contract as I requested.

  Business Response

  Date: 06/26/2023

  On June 15, 2023, TrueAccord Corp. received the CFPB complaint filed by Edward Zarate (“the consumer”). 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.

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

  ******* ****** ** ****
  The current creditor placed the account, including your contact information, with us and we loaded it into our system on October 31, 2021. 
  On November 2, 2021, TrueAccord sent you an initial email detailing the creditor, amount due, how the debt could be disputed, and the option to unsubscribe. 
  On May 12, 2023 you contacted TrueAccord and resolved the account for less than the balance owed. An email was sent to you the same day to confirm the payment.

  ******* ****** ** ****
  The current creditor placed the account, including your contact information, with us and we loaded it into our system on October 29, 2021. 
  On November 1, 2021, TrueAccord sent you an initial email detailing the creditor, amount due, how the debt could be disputed, and the option to unsubscribe. 
  TrueAccord received your May 25, 2023 request for a payment plan of $50 per month. TrueAccord responded informing you of the lowest monthly payments we are allowed to accept.

  During our review of both accounts we could not find a record of you requesting the originating documents for either account. 

  We have processed your 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 email on file.
  Please note that TrueAccord does not credit report. 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 ****** ********* ********* *** *** ***** ****** ** ******* ************ ******* *** ***** ** * **** *** * **** ** ***** **** * *****
  
  ** *** **** *** **** ********* ** ***** **** ** **** ******* ****** ** *** ******** *** *** ******* ** *** ***** ** ********************** ** ** ***** ** ***** ********* ***** ****
  
  ** *** ******* ** ************* **** ********** ** ******* *** ** ******* ****** ******** *** ********* ************
  ****** ******* ******** **** *** ******* **** ********* *** ********* ** *** *** ***** ** *** ****** ** ********* **** ****** **** *** *********** ********* ***** **** *** ** ******* ******** ** ******* ** *** **** ** **** ****** *** **** ******** *** ******* ** **** *** ***** *** ****** ** ******* ******** **** **** ** *** **** *** *** **** ******* *** ** ******* *** ***** *** ** ***** **** *** **** ******* *** *** ******* *** ** ******** ***** ***** *********** ******* ***********  
  
  *** ****** ****** ****** ** *** *** ***** *** *** ***** ***** *** **** *** ** ** ***** **** ******** ******* *** *** ****** ***** ********* **** *** **** *** ******* *** ** ********** *** ******** *** **** ***** ******* ******* ************ ** **** *** *** ** ******* *************
  
  ****** **** ******** * **** ******** ** **** *** *** **** ***** ***** ** ******* ** *** **** ********* ************* ****** ******** *** ************ *** ******* *** ***** *** **** ** ** ********* ***********
  
  ** ** ******** **** **** *** ************* ** ** ********** ** ******** ******** ******* ***** ****** ** ** ********* ****** ******** **** ****** *** ******* *** ************ ********* ** ******* *** ***** ** *** ************ ********* **** * ********* ********* ** ********* ****** **** ******* ** ************* *** ****** *** ** *** ******* ****** ** ***** ** ** *** ****** *** *** ********* ***** ********************************************************************
  

  Customer Answer

  Date: 06/27/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** *******
  
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** find that this resolution is satisfactory to me.
  
  
  
  
  ********
  
  ****** ******

• Initial Complaint

  Date:06/09/2023

  Type:Service or Repair 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 has tried to put me in false collections without even looking into the details and it has been very frustrating for me and it’s been reported on my credit profiles and dropped my scores almost 30 points , when it wasn’t even supposed to be going on in the first place as I wasn’t responsible for the loans.

  Business Response

  Date: 06/22/2023

  On June 9, 2023, TrueAccord Corp. received your BBB 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.

  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 May 6, 2022. On May 9, 2022, TrueAccord sent you an initial email detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the CFPB website ***********************collection) for you to learn more information about your federal rights.

  As an initial matter, please note that TrueAccord does not credit report. TrueAccord has processed this complaint as a cease and desist request and will no longer contact you on this account. 

  On May 19, 2022 and July 21, 2022, TrueAccord received your May 19, 2022, July 21, 2022 and June 9, 2023 disputes regarding this debt. For all of these disputes, TrueAccord paused collection activity and requested debt verification from the current creditor. On July 14, 2022 and October 3, 2022, TrueAccord sent you debt verification from the current creditor to the email address listed on this complaint. 

  In the process of investigating this complaint, we reached out to ******. ****** provided the following information:

  Affirm’s records indicate that *** ******** **** ********* **** **** **** was processed on December 16, 2021 for $357.00 with a 0% APR to be paid over 4 installments of $89.25. The loan had 6 failed payments and received no payments. The loan was subsequently charged off on April 30, 2022. The loan received no payments while in collections.

  On May 16, 2023, he reached out to ****** regarding the purchase and reporting in relation to it. The team reached out to him on the same day and requested additional evidence. Mr. ****** provided the evidence and on May 17, 2023, the team confirmed a refund was due. The entire refund was processed on the same day.

  The loan is currently settled and Mr. ******’s reporting in relation to this loan was deleted. The update should be appearing on his end. 

  In the event that he has any further questions, ****** encourages him to reach out to ****** directly via email at ************************ 

  Customer Answer

  Date: 06/22/2023

  [* ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  
  
  Better Business Bureau:
  
  
  
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:06/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Collection agency obtained phone numbers of my family members and have repeatedly contacted them. Both my parents are registered for the do not call list

  Business Response

  Date: 06/15/2023

  On June 3, 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 had 3 accounts placed with our office. TrueAccord does not own the accounts in question. The current creditors placed the accounts with us with the consumer’s contact information, which matches the information included with this complaint. 

  Upon placement, TrueAccord sent initial emails to the consumer for each account. The emails detailed 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.

  ******* ****** ** ****
  The account was loaded into our system on March 1, 2023. On March 2, 2023, TrueAccord sent the consumer the initial email mentioned above. 
  On March 17, 2023 the consumer notified TrueAccord that they had entered into a repayment arrangement directly with the creditor. The creditor notified our office of a single payment on March 23, 2023. The account remains assigned to TrueAccord with an outstanding balance.

  ******* ****** ** ****
  The account was loaded into our system on March 27, 2023. On March 28, 2023, TrueAccord sent the consumer the initial email mentioned above. This account was paid in full on April 15, 2023.

  ******* ****** ** ****
  The account was loaded into our system on April 17, 2023. On April 18, 2023, TrueAccord sent the consumer the initial email mentioned above.  This account was paid in full on May 20, 2023.

  We have thoroughly researched all 3 accounts and did not find any evidence of communication with the consumer’s family members or parents. 

  In the process of investigating this complaint, we reached out to ******. ****** provided the following information:
  ******’s records indicate that you have had three loans placed in a charged off status. ****** encourages all customers to make payments on or before the scheduled due date. You won’t incur any late fees, but late payments may impact your ability to take out future loans with ******. If your payment is 30 or more days overdue some loans may be reported to Experian as delinquent. If payments are more than 120 days overdue, we reserve the right to refer your loan to our third-party collection partners. Once a loan has been charged off, the charge off status is irreversible.

  Please note that by using the ****** service, you agreed to ******'s Terms of Service which states in section 2. How ****** Will Serve You, under Servicing & Collection, 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." More information on ******s Terms of Service can be found here: *****************************
  
  **** ********* processed for $370.27 on December 21, 2021. The repayment terms of the loan were 12 installments of $36.10 at an APR of 29.99% and payment due on the 21st of each month. On March 22, 2023, the loan was charged off after having an overdue balance for 120 days.

  On April 16, 2023, a collections payment of $72.13 was applied to loan *********. This amount satisfied the remaining amount due and the loan now reflects a $0 balance within your ****** account.
  Loan ********* processed for $319.41 on January 12, 2022. The repayment terms of the loan were 12 installments of $31.14 at an APR of 29.99% and payment due on the 12th of each month. On May 21, 2023, the loan was charged off after having an overdue balance for 120 days.

  On May 21, 2023, a collections payment of $31.12 was applied to the loan. This payment satisfied the remaining amount due and the loan now reflects a $0 balance within your ****** account.
  **** ********* processed for $968.00 on March 23, 2022. The repayment terms of the loan are 12 installments of $94.37 at an APR of 29.99% and payment due on the 23rd of each month. The loan was charged off on March 24, 2023, after having an overdue balance for 120 days.

  Upon the receipt of your BBB complaint ****** has recalled the loan from our 3rd party collection partner. Based on the language in your complaint, ****** has also processed a cease and desist request and will no longer contact you regarding the remaining balance of the loan. If you wish to submit payment towards the remaining balance of the loan you will need to contact ****** directly by calling ****** at ************.

  Please note, since you will not be receiving any communication from ******, you will be responsible for self-monitoring and repayment of all loans under your account that are active.

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

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

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair 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.

  In the process of paying my monthly payment early, I made a mistake and paid the entire balance. Having realized this error, I called and emailed trueaccord to let them know. It was a holiday weekend , so their office was closed. When they office opened Tuesday, I called and asked if all or some of this could be reversed as it was done in error. I was told no, that was impossible. My problem would be why? I tried to handle my debts in true faith, and when confronted with a problem, trueaccord response was , it’s not their problem.

  Business Response

  Date: 06/13/2023

  On May 30, 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 two accounts in our system for this consumer; TrueAccord account numbers ending in **** and 7774. TrueAccord does not own the accounts in question. The current creditor placed both accounts, including the consumer’s contact information, with us and we loaded them into our system between December 19, 2022 and December 22, 2023. On December 20, 2022 and December 23, 2022, TrueAccord sent you initial emails detailing the creditor, an itemization of the amounts due, how the debts could be disputed, and the option to unsubscribe. The emails also included a link to the CFPB website ********************************** for you to learn more information about your federal rights.

  On January 9, 2023 you established payment arrangements on both of the accounts assigned to TrueAccord. For the account ending in **** the monthly payment was $27 due on the 7th of each month. For the account ending in **** the monthly payment was $77 due on the 7th of each month. TrueAccord sent you confirmation emails for the initial plan and monthly emails reminding you of the scheduled recurring payment.

  On May 28, 2023 TrueAccord sent you two emails notifying you of the upcoming payments scheduled for June 7, 2023. You logged into TrueAccord’s system on May 28, 2023 and submitted payments on both accounts. For the account ending in ****, you submitted your standard monthly payment and we sent an email confirmation to you immediately following that payment. For the account ending in ***** you paid $606.33 instead of the standard monthly payment, which paid the account in full and terminated the payment arrangement.

  TrueAccord received your emails and spoke to you on May 30, 2023 where you informed us that you accidentally paid the $606.33 towards the account ending in ***** 

  Per your request, we are processing a refund request for the payment amount of $606.33, please understand it can take several days for the refund to process and hit your account. Additionally, should you wish to continue paying off this account you will have to reestablish a payment arrangement.

  While investigating your complaint, we reached out to ****** and they provided the following response: 
  ******** records indicate that loan DIMB-EO85 processed on May 17, 2022, for a purchase with *********** in the amount of $849.81. The repayment terms of the loan are 24 installments of $44.33 at an APR of 22.56% and payment due the 17th of each month. The loan received only 2 payments of $44.33 on June 22, 2022 and 1 of these payments were also refunded on the same day. The loan received no further payments and was subsequently charged off to TrueAccord on December 16, 2022 for nonpayment.

  ****** currently reports some repayment activity to Experian and may report to other credit bureaus in the future. If a payment is 30 or more days overdue, it may be reported to Experian as delinquent. If payments are more than 120 days overdue, ****** reserves the right to refer the loan to one of ******** third-party collections partners. Once a loan has been charged off, the charge off status is irreversible.
  Upon reviewing the complaint, ****** saw that TrueAccord stated they had processed the refund and that the process would take several days. Once the refund is processed and ******’s system is notified, the update will be visible on Mr. Evans’ loan timeline.

  He can review the timeline by logging into www.******.com/user/signin

  We hope that this response, along with the refund, thoroughly addresses your concerns. 

  If you have any more questions or would like to take further action on the account, they may contact us via email at ********************** ** ** ***** ** ***** ********* ***** ****
  

  Customer Answer

  Date: 06/13/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  
  
  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.
  
  
  
  
  ********
  
  ***** *****

• Initial Complaint

  Date:05/25/2023

  Type:Service or Repair 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 previously used TrueAccord to make payments to OppLoans for a debt that I owed to OppLoans. On 4/22/2023, I made a payment of $479.27 to OppLoans and paid off my debt. On 4/27/2023, TrueAccord charged me $136.95 for payment on my loan to OppLoans. I called both OppLoans and TrueAccord on 4/27/2023 to resolve the charge and get back the $136.95 that TrueAccord overcharged me for my loan, but OppLoans informed me that TrueAccord was informed that my debt was paid off. TrueAccord offered me no resolution to the issue, claiming that since it was an automatic payment, that nothing could be done and that I would need to call OppLoans to resolve the issue. Since TrueAccord refused to help, I requested a chargeback from my bank, because I simply do not owe any money to TrueAccord. TrueAccord then responded, stating that they put a -$136.95 balance on my account, insisting that they confirmed that I owe money to OppLoans (this email was sent on 5/25/2023.) Immediately after receiving that response, I called OppLoans to confirm, and OppLoans stated that I owe no money to them and that TrueAccord should not be sending me any emails whatsoever. I do not owe TrueAccord any money. They took an unnecessary payment out of my account and are insisting that I owe money. I do not owe any money, so I have received emails deliberately lying about a debt.

  Business Response

  Date: 06/16/2023

  On May 26, 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. The current creditor placed the account, including the consumer’s contact information, with us and we loaded it into our system on September 15, 2022. On September 16, 2022, TrueAccord sent the consumer an initial email detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the CFPB website ********************************** for the consumer to learn more information about their federal rights.
  
  On January 3, 2023 the consumer entered into the following payment arrangement to resolve the account for an amount less than what was owed. 
  January 5, 2023$136.95
  February 2, 2023$136.95
  March 2, 2023$136.95
  March 30, 2023$136.95
  April 27, 2023$136.95
  May 25, 2023$136.91
  
  Payments 1 through 5 were processed timely. Payment number 6 was never processed. 
  
  On April 22, 2023 the consumer made a $479.27 payment directly to the creditor rather than making a payment to TrueAccord like the other payments. 
  
  On April 27, 2023, TrueAccord processed the 5th payment as scheduled at 9:28 AM pacific time. The consumer contacted TrueAccord 20 minutes later, stating that he had contacted the creditor directly and paid the account in full a few days prior. TrueAccord’s agent notified the consumer that we had not yet received notification of the consumer’s payment to the creditor, which is why the April 27th payment of $136.95 was still processed. The agent terminated the payment arrangement to ensure the May payment did not proceed and informed the consumer to contact his bank to process a cancellation of that day’s $136.95 payment. Approximately two hours later, TrueAccord’s system was updated to reflect the consumer’s direct payment to the client. 
  
  Immediately following the creditor’s notification that the consumer had paid the account in full with a direct payment to the creditor, TrueAccord sent the consumer an email confirming that the account was resolved.
  
  TrueAccord received notification of a chargeback on May 17, 2023 for the April 27th payment of $136.95. Due to that chargeback, TrueAccord’s system inadvertently reflected an outstanding balance of $136.95. On May 25th an email was sent to the consumer referencing an outstanding balance. We have reported this inadvertent error internally and are working on remediating it.
  
  Upon receipt of this complaint, TrueAccord reached out to the creditor to confirm the amounts paid by the consumer. The creditor has confirmed the account was paid in full on April 22, 2023. We have updated our records and will no longer communicate with the consumer regarding this account. 
  
  Due to the chargeback, there is no refund due to the consumer. We hope that this response thoroughly addresses the consumer’s concerns.
  

  Customer Answer

  Date: 06/17/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:05/23/2023

  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 requested a payment plan from this company. After a few interactions, I was able to get a payment plan set up. After setting up the payment plan, I attempted to log back into my account online to check the payment amounts and schedule to add to my budget. However, when logging in, the only information given is "You have an active payment plan." I have attempted to contact this company to get a payment schedule. After multiple emails over approximately a week, they still cannot give me the information I have requested

  Business Response

  Date: 06/05/2023

  On May 23, 2023, TrueAccord Corp. received the BBB complaint filed by Crystal Harris (“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 April 21, 2023. On April 24, 2023, TrueAccord sent the consumer an initial email detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the CFPB website ********************************** for the consumer to learn more information about their federal rights.
  
  On May 10, 2023, the same day that the consumer created the payment arrangement, TrueAccord Support sent an email to the same email utilized for this complaint, titled “Welcome to Your Payment Plan”, detailing the date and amount of each payment. Additionally, in response to the consumer’s request, a TrueAccord Support Specialist provided the payment plan details in a direct reply on May 23, 2023. That email also included a link for the consumer to access the payment plan details. The consumer can reference either of those emails for the installment information that has been requested. 
  
  If the consumer has any more questions they may contact us via email at ********************** ** ** ***** ** ***** ********* ***** ****
  

  Customer Answer

  Date: 06/06/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
   
  
   
    
    
   
    
   
   
   
   
   
   
   
   
   
   
   
   
   
    
   
   
   
   
   

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

  The link they are referencing did allow me to set up a payment plan. Their continued links have only allowed me to see a message that states "You have a current payment plan in place," and no other information. When I asked again l, I was sent another link to set up a new/different payment plan. They have never sent me a link that allows me to review any of the other information I have already agreed to with them. 

  
  
  
  ********
  
  ******* ******

  Business Response

  Date: 06/12/2023

  On June 6, 2023, TrueAccord Corp. received notice from the BBB complaint that C****** ****** ***** ********** rejected our June 5, 2023 response. 
  
  TrueAccord is attaching the email sent to the consumer on May 10, 2023, detailing the date and amount of each payment. We hope that this thoroughly addresses the consumer’s concerns. 
  
  If the consumer has any more questions they may contact us via email at ********************** ** ** ***** ** ***** ********* ***** ****
  
  

  Customer Answer

  Date: 06/13/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I appreciate the information they attached to their response and I did save it for my records. It was, howver, NEVER sent to me directly in the email from May 10, 2023 as they claim. 
  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:05/19/2023

  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.

  This company is never to contact me through email for any reason
  I am requesting that they validate the debt and then I’m demanding that they cease and desist all communications with me

  Business Response

  Date: 05/31/2023

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

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

  TrueAccord has processed this complaint as a cease and desist request. TrueAccord will no longer contact you on this account. 

  Please note that we are no longer collecting on the account. The last communication sent to you by TrueAccord on this account was on May 19, 2023. Since the account is no longer with TrueAccord, we have forwarded this complaint to the current creditor.

  While investigating your complaint, we reached out to Affirm and they provided the following response: 

  ******** records indicate that loan F******** processed for $61.95 on December 13, 2022, for a purchase with Smallflower. The agreed upon repayment terms of the loan are 3 installments of $15.49, due bi-weekly and with an APR of 0%.
  On May 12, 2023, the loan was charged off after having an overdue balance for 120 days. Upon charge-off, Affirm placed the loan with one of ******** third-party collection partners, TrueAccord, for continued management.
  Upon origination of the loan, you electronically accepted/signed a Truth in Lending Agreement. To access your loan agreement online, ***** ********************************** and access your Affirm account. Once you are logged in, navigate to the “Pay” tab and select the desired loan. In the “Loan Timeline” section, select “Loan Terms.” This will open the Truth in Lending Disclosure for that particular loan. As stated in ******** Terms of Service which you agreed to upon account creation and every time you applied for a loan, specifically Section 1: Electronic Disclosures: "Your electronic signature on agreements and documents has the same effect as if you signed them in ink." More information on ******** Terms of Service can be found here: *****************************

  As stated in ******** Terms of Service, Section 2. How Affirm Will Serve You, Servicing & Collection: You agree to allow Affirm to send you payment reminders from time-to-time. Notwithstanding whether you have consented or withdrawn your consent to the Affirm E-Sign Consent, you agree that payment reminders may take the form of any available communication, subject to applicable law. You also agree that if you fail to pay an amount owed to Affirm pursuant to this Agreement or any other agreement you have with us or any Bank Partner, Affirm may engage in collection efforts to recover such amounts from you. These collection efforts may involve contacting you directly, submitting your information to a collections agency, or taking legal action. FAILURE TO PAY MAY AFFECT YOUR CREDIT SCORE.

  As noted above, TrueAccord has processed your complaint as a Cease and Desist and will no longer contact you regarding loan  ********** Based on the language in your complaint, Affirm has also processed a Cease and Desist and will no longer contact you regarding loan ********** Please note, since you will not be receiving any communication from Affirm regarding loan ********** you will be responsible for self-monitoring and repayment of the loan. If you wish to submit payment towards loan F******** you will need to contact ****** ******** ** ************ ******* *** ***** ** * ** *** ** ** ** ***** **** * *****

  For your reference, the Truth in Lending and Loan Verification documents for loan F******** have been attached to this response. Together these documents provide the Loan Verification that you seek.
  In the event that you have any further questions, we encourage you to reach out to ****** *** **********************************************************

  Customer Answer

  Date: 06/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]

  The excessive wording is annoying in a sure sign that this is fraud. You are not to contact me nor you are to contact me.You were unable to validate the alleged debt so I must ask you to cease and desist all communication. I don’t recognize the information that you have provided.
  
  ********** ********
  
  
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  ***** ****

  Business Response

  Date: 06/08/2023

  On June 1, 2023, TrueAccord Corp. received a follow-up to the BBB complaint you filed. We take every complaint seriously and appreciate the opportunity to address your concerns. 

  TrueAccord has processed the complaint filed on May 19, 2023 as a cease and desist request. TrueAccord is no longer servicing this account and will no longer contact you on this account. 

  We reached out to ****** and they provided the following response:

  As noted in response to your initial BBB complaint, ****** has also processed a Cease and Desist and will no longer contact you regarding loan *********. Please note, since you will not be receiving any communication from ****** regarding loan *********, you will be responsible for self-monitoring and repayment of the loan. If you wish to submit payment towards loan ********* you will need to contact ****** directly at ************ between the hours of 7 am and 10 pm CT seven days a week.

  ****** has no record of receiving contact from you to report loan ********* as unauthorized. If you believe this loan was unauthorized, you are encouraged to complete ******'s web form which serves as an affidavit within ******'s Help Center and provide any supplemental documents to support your claim of the unauthorized activity. Once a completed affidavit is received, ****** will conduct an investigation and notify you of the outcome within 30 days. To do so, please see the following link:  ********************************************************************
  
  ** *** ***** **** *** **** *** ******* ********** ** ********* *** ** ***** *** ** ****** *** **************************************************
  
  

  Customer Answer

  Date: 06/08/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  ***** ****