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:05/09/2023

  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.

  On 5/8/2023 trueaccordmain entered my wells fago account and deducted $350.70 with out my permission..I want my money returned soon or i will contact legal counsel

  Business Response

  Date: 05/22/2023

  On May 10, 2023, TrueAccord Corp. received the BBB complaint filed by Paul Thompson (“consumer”). We take every complaint seriously and appreciate the opportunity to address their concerns. 
  

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

  TrueAccord was able to identify two accounts in our system with the email address the consumer provided in this complaint; however, the account name and address do not match Paul Thompson.  We have updated the account information to remove the email address as not associated with the accounts. 

  Additionally, in accordance with our policies, TrueAccord initiated a refund on May 19, 2023 in the amount of $350.70. Please note that while we have taken steps to initiate the refund, it can take several days for the refund to be processed and actually hit the consumer’s account.

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

  
  

• Initial Complaint

  Date:05/03/2023

  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.

  true accord is constantly harassing me via text message through different numbers and email. i will be seeking immediate legal action if these calls and text do not stop. leave me alone about debt, stop calling and texting when i’m working. it’s disgusting and takes away from more important calls, like from my actual job. i missed many important calls from other places because i have to filter all calls from your useless calls.
  you’re a trash company and you know it by all the ways you try to hunt people. i’ll handle debt myself. LEAVE ME ALONE IMMEDIATELY you invasive vultures.

  Business Response

  Date: 05/09/2023

  On May 3, 2023, TrueAccord Corp. received the BBB complaint filed by ******* ***** (“consumer”). TrueAccord has not heard from the consumer prior to this complaint. We take every complaint seriously and appreciate the opportunity to address their concerns.  TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency accredited with the BBB and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to exceed the minimum regulatory requirements of the state, federal and local laws governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.  Please note that TrueAccord has two accounts in our system for the consumer. TrueAccord does not own the accounts in question. 

  TrueAccord account ending in *****
  The current creditor placed the account, including the consumer’s contact information, with us and we loaded it into our system on September 20, 2021.  On September 22, 2021, TrueAccord sent the consumer an initial email detailing the creditor, amount due, how the debt could be disputed, and the option to unsubscribe.  We sent a total of 29 outbound emails, in 7 months and 18 days. At most, two outbound emails were sent to the consumer in one week. We sent 1 sms messages on this account. This communication frequency is well within the guidelines of what laws and regulations governing our industry consider as not harassment. Please note that in the regular course of business, the current creditor removed the consumer’s account from our system on June 20, 2022, therefore TrueAccord is no longer collecting on it. The last communication sent to the consumer by TrueAccord on this account was on May 9, 2022. Since the account is no longer with TrueAccord, we have forwarded this complaint to the current creditor.
  

  TrueAccord account ending in *****
  The current creditor placed the account, including the consumer’s contact information, with us and we loaded it into our system on March 20, 2023.  On March 21, 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 10 outbound emails, in 39 days. At most, two outbound emails were sent to the consumer in one week. We sent a total of 10 sms messages on this account in 41 days.
  Again, at most only two sms messages were sent in the same calendar week. This communication frequency is well within the guidelines of what laws and regulations governing our industry consider as not harassment. TrueAccord has processed this complaint as a cease and desist request. As a result, the current creditor removed the consumer’s account from our system on May 5, 2023, therefore the account is no longer with TrueAccord.  If the consumer has any more questions about the account, we suggest they contact the current creditor directly. Thank you
  

• Initial Complaint

  Date:05/02/2023

  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.

  After being notified in 8/2022 about a delinquent account being sent to this debt collector with an amount of $1623 owed, I filed a dispute that this was a fraudulent account. I was told there would be an investigation. I received no notification from True Accord. I reached out requesting status of my claim only to be told I need to pay amount due. I spoke to a rep on 1/27/2023 once again informing them of this fraudulent account. I was asked to submit so information which I did within 24 hours. I received no response. I reached out again only to be told to pay the amount due. I informed this company of additional fraudulent accounts that were opened and taken care of , I locked my credit report and disputed this account with all three credit bureaus. I asked to please see proof of investigation that shows where the goods were purchased, where they were delivered, and since this item requires an online subscription (*******) to please prove to me that this service is be provided at my address. Since this item requires a subscription, shouldn’t it be easy to track serial number and find the items location? It is my right to receive proof of investigation. I’ve yet to get a response. How is it that this company believes a victim of fraud will pay for goods and services that were never received

  Business Response

  Date: 05/16/2023

  On May 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. TrueAccord does not own the account in question. The current creditor placed the account with us and we loaded it into our system on August 16, 2022. On August 17, 2022, TrueAccord sent ******* ****** an initial letter detailing the creditor, amount due, and how the debt could be disputed. 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 credit reporting agencies.TrueAccord received your initial dispute on August 25, 2022. Account records reflect that the Truth in Lending Disclosure and the Debt Summary were sent to you on January 26, 2023. The next day you and your wife ****** spoke with agents at TrueAccord and neither agent demanded payment from you or your wife.On January 27, 2023 TrueAccord sent you an email requesting that you submit the FTC Fraud Affidavit. We have not received the FTC Fraud Affidavit from you. While we received an email from you on January 28, 2023 we were unable to open the file attached to that email. Because you have expressed this account to be a result of fraud, TrueAccord has returned it to the creditor. TrueAccord will no longer contact you or collect on this account. If you have any further questions regarding this account, we suggest contacting ******. You may reach ****** by calling ************ between the hours of 8 a.m. and 7 p.m. CT seven days a week. While investigating your complaint, we reached out to ****** and they provided the following response: ****** received your Help Center contact on May 8, 2023, reporting loan ****-**** as unauthorized. On the same day you completed ******'s webform which serves as an affidavit within ******'s Help Center. ****** followed up on May 8, 2023, and confirmed the receipt of your correspondence along with notifying you that the claim was under investigation.On May 9, 2023, ******'s Account Safety team sent an email to inform you that they had completed the investigation and had reached a resolution in your favor and you will not be held responsible for repayment of ****** **** ****-****. This communication also noted that the loan will be removed from your credit report in ******'s next reporting cycle. Additionally, restrictions have been placed on the ****** account to prevent further unauthorized activity.****** would like to thank you for reporting this unauthorized activity. In the event that you have any further questions, we encourage them to reach out to ****** via *********************************************************
  

  Customer Answer

  Date: 05/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  Please be advised that if TrueAccord would have communicated back to me that they were unable to open the affadit, I would have happily have resent.  Not one agent in my multiple emails regarding this investigation mentioned this me even though I repeatedly mentioned the information be submitted.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:04/19/2023

  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.

  For the past few days I’ve been constantly being contacted by True Accord regarding a loan that I owe $788.60 from the ***** **** ** ********. I looked up this bank to see that it was shut down in 2012. I believe this is a scam and I want it to stop.

  Business Response

  Date: 04/28/2023

  On April 20, 2023, TrueAccord Corp. received the BBB complaint filed by Luis Longo (“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. On March 16, 2023, the current creditor placed the account and the account’s corresponding contact information in our system for collection. On March 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.  We sent a total of 9 outbound emails on this account in 26 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. TrueAccord received an email from the consumer on April 19, 2023. We processed that communication as a dispute and paused collection activity. During the regular course of business, the creditor pulled the account from our system on April 21, 2023.  TrueAccord has processed this complaint as a cease and desist request. TrueAccord will no longer contact the consumer regarding this account.  If the consumer has any more questions or would like to take further action on the account, they may contact the current creditor. Thank you

  Customer Answer

  Date: 04/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  **** *****

• Initial Complaint

  Date:04/12/2023

  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.

  This collection agency is attempting to collect $15.70 from me for something I have NEVER EVER bought through ******. I have never used this ****** company in my life!! I have asked them for documentation for that charge and they NEVER SENT ME the documentation of me charging anything from them.
  
  Please resolve this issue as they are trying to con me into paying them for something that I never charged. Please get them off my back in trying to con me into paying them!!
  
  Thank you,
  *** ***** ******

  Business Response

  Date: 04/25/2023

  On April 12, 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.
  TrueAccord does not own the account in question. On February 6, 2023, the current creditor placed the account and the account’s corresponding contact information in our system for collection. On February 7, 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 (********************************) for you to learn more information about your federal rights.
  TrueAccord sent another email to you on February 11, 2023 and received your emailed response that same day, which stated that you spoke with someone at TrueAccord who confirmed you do not have an account in our office. Please be advised that we do not have a record of this conversation.  
  On February 12, 2023 you emailed a dispute to TrueAccord and we paused collection activity and requested verification of the debt from our client, ******. TrueAccord responded via email on February 17, 2023, requesting additional information to investigate your dispute. You acknowledged receipt of the request on February 18, 2023. However, TrueAccord did not receive the requested information.
  On April 12, 2023, TrueAccord sent you an email providing you with the debt verification documents, which included the following. The Truth in Lending Disclosure lists account details (i.e., number of payments, amount of each payment, due monthly start date, etc.) and includes your electronically accepted/signed loan agreement dated September 16, 2022. The second document contains the investigation summary conducted in response to your dispute. 
  Our records indicate that you called our office that same day and spoke with one of our agents. During that conversation you provided contact information and reiterated your dispute. You were informed that debt verification would be requested from ****** and sent to you upon receipt. TrueAccord paused collection activity after that phone call.
  TrueAccord has processed this most recent complaint as a cease and desist request. TrueAccord will no longer contact you on this account.
  While investigating your complaint, we reached out to ****** and they provided the following information:
  ******'s records indicate that loan **********  was processed on September 18, 2022, with ************ in the amount of $58.79. *** ****** agreed to repayment terms of 4 bi weekly installments of $14.70 at an APR of 0%. The loan received a partial refund of $43.09 on November 01, 2022. The loan received no payments and was overdue for over 120 days. The loan was subsequently charged off on February 01, 2023.
  ****** was first notified by *** ****** that the loan on her account was unauthorized on February, 01, 2023.
  Her case was escalated and ******'s Account Safety team completed their investigation on February 06, 2023. They found that *** ****** was found to be responsible for the loan and the associated payments.
  ******'s investigation evaluated all information provided in the origination of the claim and as well as details associated with the disputed loans. This includes the ****** loans and account information, as well as any information provided by *** ******. The Account Safety Team also provided *** ****** with an affidavit in the same email  for her to complete in order to further review the claim. Unfortunately, the affidavit was not submitted on her end.
  *** ****** followed up on February 11, 2023 requesting loan verification but did not submit the Affidavit. The team followed up with her on February 13, 2023 advising her again to submit a completed Affidavit. Please note, *** ****** must complete and submit the Affidavit in order for the issue to be reviewed an additional time. She can submit the Affidavit by replying directly to ******'s Account Safety Team's email.
  ****** currently reports some repayment activity to ******** and may report to other credit bureaus in the future. If a payment is 30 or more days overdue it may be reported to ******** 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.
  Please note that by using the ****** service, *** ****** 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: ****************************.
  For her convenience, ****** provided a copy of both Truth in Lending Agreements and Loan Verification Letters to this response. Together these documents validate the debt she owes and the outstanding amount due.In the event that you have any further questions, we encourage you to reach out to ****** via **********************************************************
  

  
  

• Initial Complaint

  Date:04/10/2023

  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.

  True accord keeps emailing me about a $248 debt from **** **** ** ****** that is not my debt. This has not shown up on my credit reporting but I want to stop receiving emails about this and I want to be sure they won’t report it to the credit bureaus by mistake. Ive disputed the debt through their site and that has not worked.

  Business Response

  Date: 04/21/2023

  On April 10, 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. On May 19, 2021, the current creditor placed the account and the account’s corresponding contact information in our system for collection. On May 20, 2021, TrueAccord sent the consumer an initial email detailing the creditor, amount due, how the debt could be disputed, and the option to unsubscribe. Subsequently, the creditor recalled the account and it was again placed in our office on January 24, 2023, without a change in the contact information. TrueAccord has processed this complaint as a dispute and a cease and desist request. TrueAccord will no longer contact the consumer regarding this account. We have forwarded this complaint to the current creditor.
  Please note that in the regular course of business, the current creditor removed the consumer’s account from our system on April 12, 2023, therefore TrueAccord is no longer collecting on it.

• Initial Complaint

  Date:04/05/2023

  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 found an email from a UNKNOWN ENTITY in my spam folder. I've never heard of them, and I'm not sure what to call them. If they wanted to be taken seriously, their email would not have ended up in my spam folder.????

  Business Response

  Date: 04/10/2023

  On April 5, 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 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. On April 3, 2023, the current creditor placed the account and the account’s corresponding contact information in our system for collection. On April 4, 2023, TrueAccord sent the consumer an initial email that clearly identified who we are and what we do. The email also 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.Please note that TrueAccord has little control of what emails the consumer’s email service provider categorizes as “spam.”  If the consumer has any more questions or would like to take further action on the account, they may contact us via email at ********************** or by phone at ***** ********. Thank you.

• Initial Complaint

  Date:04/04/2023

  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.

  violations of the fair debt collection practices act. sending texts after hours & blatantly revealing information in their worded texts. fail to respond to any of my attempts to dispute. will be filing a lawsuit for violating FDCPA.

  Business Response

  Date: 04/10/2023

  On April 5, 2023, TrueAccord Corp. received theBBB complaint filed by **** ****** (“consumer”). TrueAccord has not heard from the consumer prior to this complaint. We take every complaint seriously and appreciate the opportunity to address their concerns. 
  TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency 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. On February 13, 2023, the current creditor placed the account and the account’s corresponding contact information in our system for collection. On February 14, 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.  Please note that TrueAccord has no record of receiving a dispute from the consumer prior to this complaint. TrueAcccord has processed this complaint as a dispute. We have paused collection activity, requested debt verification from the current creditor and will not resume collections until after the debt verification has been sent to the consumer. TrueAccord’s communications are sent between 8 a.m. and 9 p.m. Specifically on the consumer’s account, the latest SMS sent to the consumer was 7:28 p.m. in the consumer’s time zone. Because of differences in reception, internet providers, and email servicers, we are not able to guarantee when those communications will arrive.  All of TrueAccord’s communications are created by our internal content team and reviewed by an attorney in our legal department to ensure compliance with all relevant laws. We have reviewed the SMS that were sent to the consumer on this account and none of them contain information beyond what is allowed by law.   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.If the consumer has any more questions or would like to take further action on the account, they may contact us via email at ********************** or by phone at (**** ********. Thank you.
  

  Customer Answer

  Date: 04/17/2023

  [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]
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  
  
  **** ******

• Initial Complaint

  Date:03/27/2023

  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 a email from this company saying that they are going to take action on a charged off debt that is from 2002 Nationwide the statue of limitations is 15 years

  Business Response

  Date: 04/10/2023

  On March 27, 2023, TrueAccord Corp. received the CFPB 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. On March 16, 2023, the current creditor placed the account and the account’s corresponding contact information in our system for collection. On March 27, 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.
  In regards to your concerns about the account being past the statute of limitations, all outbound emails contain the time-barred debt disclosure that is required by law. 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.
  We 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 address on file.
  If the consumer has any more questions or would like to take further action on the account, they may contact TrueAccord via email at ********************** or by phone at ***** ********* Thank you. 
  

  Customer Answer

  Date: 04/11/2023

  [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]
  
  Complaint: ********
  
  I am rejecting this response because:   The statue of limitations has passed and there is no pausing collections because it's illegal 
  
  Regards,   ***** *******

  Business Response

  Date: 04/17/2023

  On April 11, 2023, TrueAccord Corp. received notice from the BBB that ***** ******* (“consumer”) rejected our April 10th response. 

  As stated in our initial response, debt collectors and creditors cannot sue a consumer to collect a debt once the applicable statute of limitations has expired. However, debt collectors are permitted to collect on a debt through other means after the statute of limitations has expired.  

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

• Initial Complaint

  Date:03/24/2023

  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 keep getting emails from TrueAccord regarding someone elses debt. I sent an email to TrueAccord telling them to stop emailing me. Trueaccord keeps sending emails to my work email *************************. Please stop emailing me.. I AM NOT **** ******* and I do NOT know him.

  Business Response

  Date: 03/31/2023

  On March 25, 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.  
  We have taken steps to ensure ***** ****** will no longer receive communications from TrueAccord regarding this account.
  If the consumer has any more questions they may contact TrueAccord via email at ********************** or by phone at ***** ********. Thank you. 
  
  

  Customer Answer

  Date: 03/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  ***** ******