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:03/24/2023

  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.

  They are reaching out to me regarding a debt owed of $655.90 to **** ******* *** for the original creditor, ******* *** ***** ***. I’ve never had a ******* *** credit card or any debt to ******* ***. I have no idea if True Accord is legit but I have no unpaid debt and this account they are referring to is nowhere on any of my current or past credit accounts.

  Business Response

  Date: 04/07/2023

  On March 25, 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.  TrueAccord does not own the account in question. On March 20, 2023, the current creditor placed the account and the account’s corresponding contact information in our system for collection. 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.  TrueAccord has processed this complaint as a cease and desist request. As a result of the complaint, the current creditor removed the consumer’s account from our system on March 28, 2023, therefore TrueAccord is no longer collecting on it. The last communication sent to the consumer by TrueAccord on this account was on March 24, 2023.  We would like to assure the consumer 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 the consumer feels at ease knowing that TrueAccord is a legitimate business.  We hope that this response thoroughly addresses the consumer’s concerns.
  

• Initial Complaint

  Date:03/24/2023

  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.

  To Whom It may concern: Received email from this company called TrueAccord. Did not recognize them and it appears they are attempting to collect a debt from ******. I have been in contact with ****** and have also opened complaints with BBB and CFPB since ****** has acknowledge that the issue occurred due to their employee's error. Last communication from ****** is that they are investigating what happened and will be in contact. The accounts should not have been sent to any debt collection agencies. I will be sending a cease and desist letter and this complaint should also be considered as such. I have also disputed the accounts through TrueAccord's website but have not heard back since. I hope TrueAccord will look into this and remove my accounts from their records. Thank you

  Business Response

  Date: 04/07/2023

  On March 24, 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 has five accounts for the consumer in our system. TrueAccord does not own the accounts in question. The current creditor placed the accounts and the account’s corresponding contact information in our system for collection. TrueAccord sent the consumer an initial email detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the CFPB website (********************************) for the consumer to learn more information about their federal rights.

  TrueAccord accounts ending in:
  *****: placed February 17, 2023; initial email sent February 20, 2023.
  *****: placed February 17, 2023; initial email sent February 20, 2023.
  *****: placed February 17, 2023; initial email sent February 20, 2023.
  *****: placed March 7, 2023; initial email sent March 8, 2023.
  *****: placed March 20, 2023; initial email sent March 21, 2023.  On March 14, 2023, TrueAccord received the consumer’s dispute on accounts ending in ***** and *****.  We processed these disputes, paused collection activity and requested debt verification from the current creditor. On the same day, the current creditor removed the consumer’s accounts from our system, therefore TrueAccord is no longer collecting on them.  The last communication sent to the consumer by TrueAccord regarding these accounts was on March 14, 2023, informing the consumer that TrueAccord was no longer servicing the accounts and that their dispute was forwarded to the current creditor.  TrueAccord has processed this complaint as a cease and desist request for accounts ending in *****, *****, and *****. TrueAccord will no longer contact the consumer regarding these accounts.  We hope that this response thoroughly addresses the consumer’s concerns.
  

• Initial Complaint

  Date:03/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for the debt with ******* **** **** *** and I do not have a contract with True accord. They did not provide me with the original application like I asked.

  Business Response

  Date: 03/29/2023

  On March 16, 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 had two accounts for the consumer in our system. TrueAccord has no record of receiving a request for debt verification documentation from this consumer on either account
  TrueAccord account number ending in *****

  TrueAccord does not own the account in question. On September 25, 2022, the current creditor placed the account and the account’s corresponding contact information in our system for collection. On September 28, 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.  Please note that in the regular course of business, the current creditor removed the consumer’s account from our system on March 9, 2022, therefore TrueAccord is no longer collecting on it. The last communication sent to the consumer by TrueAccord on this account was on January 9, 2023. Since the account is no longer with TrueAccord, we have forwarded this complaint to the current creditor.

  TrueAccord account number ending in *****   TrueAccord does not own the account in question. On October 14, 2022, the current creditor placed the account and the account’s corresponding contact information in our system for collection. On October 14, 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.
  

  As a result of this complaint, TrueAccord has filed a dispute on this account and forwarded the complaint to the current creditor. On March 21, 2023 the current creditor removed the consumer’s account from our system, therefore TrueAccord is no longer collecting on it. The last communication sent to the consumer by TrueAccord on this account was on March 21, 2023 notifying the consumer that the TrueAccord was no longer servicing the account.  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 the consumer has any more questions about these accounts, we suggest they contact the current creditor directly. Thank you.
  

• Initial Complaint

  Date:03/16/2023

  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 is a collection agency attempting to collect 826.70$ from ****** for an item I never received they have contacted me via phone and email without my permission starting Mon, Aug 29, 2022, 9:39?AM. I tried to resolve this with ****** with no help and have submitted both CFBP and BBB complaints on ****** as well.
  
  In accordance with the Fair Credit Reporting act. True Accord has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681.
  
  15 U.S.C 1681 section 602 A. States I have the right to privacy.
  
  15 U.S.C 1681 Section 604 A Section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions
  
  15 U.S.C 1681c. (a)(5) Section States: no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years.
  
  15 U.S.C. 1681s-2 (A)(1) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.

  Business Response

  Date: 03/30/2023

  On March 16, 2023, TrueAccord Corp. received the BBB complaint you filed. We take every complaint seriously and appreciate the opportunity to address your concerns. 
  TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency accredited with the BBB and registered with the CFPB. We maintain a full-time internal compliance department that established our policies and procedures to exceed the minimum regulatory requirements of the state, federal and local laws governing collections. Our in-house training program instructs our agents on these policies, including annual refresher courses.  TrueAccord does not own the account in question. The current creditor placed the account and the account’s corresponding contact information to TrueAccord for collection and it was uploaded into our system on August 26, 2022. On August 29, 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 their federal rights. TrueAccord received several disputes from the consumer on this account prior to receiving this complaint. With each one, we paused collection activity, notified the creditor, and requested debt verification documentation from the creditor. Once the creditor verified that the debt is accurate and debt verification documentation was sent to the consumer, collections resumed.  TrueAccord has processed this complaint as a dispute and cease and desist request. TrueAccord will no longer contact you regarding this account. In regards to your request for your refund, you have not made any payments to TrueAccord, any requests for a refund should be made to ******. TrueAccord does not report to any of the credit bureaus. If you have questions regarding credit reporting, we suggest you reach out directly to the current creditor or the credit reporting agencies. As a result of this complaint we have escalated your complaint to ****** who has advised the following:

  ****** records indicate that ****** resolved *** ********* dispute for his *********** **** ********* processed on March 21, 2022, in favor of the merchant on May 3, 2022 and followed up with him to advise that he remains responsible for repayment of the loan, as the shipping shows a successful delivery. Please understand that ****** simply manages the financing of his purchase. Order fulfillment, including delivery, returns and necessary paperwork for registration is the responsibility of the merchant. Once the package leaves the merchant's facility and is in the shipper's possession, the shipper is responsible for the delivery of the order.

  ****** apologizes for any confusion, as the tracking provided in this adjudication email was for his second product, which he confirmed he had received, and not his first product which he did not receive.

  ****** is aware *** ******* had two separate packages for the order and that the second package was shipped successfully with *****. ****** encourages *** ******* to continue working with the shipper on his first package, ******, toward a resolution.

  When an ****** payment becomes more than 120 days overdue, the loan will charge off and may be sent to one of our third-party collection partners. As a result, this loan was sent to TrueAccord on August 20, 2022. If he would like to make a payment, he will have to contact them directly by calling ***************

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

  Customer Answer

  Date: 03/30/2023

  [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: This is not a valid resolution if I had to talk to the Carrier or someone else other than ****** as it states why didnt ****** tell me that until it was charged off. Doesn't that seem like a thing to tell someone during a dispute so they can actually resolve their issue in house with a company not afterwards, in response to a BBB compliant when my credit is already ruined?
  Not once was I told to speak with the shipper or anyone else again until I filed a cfpb complaint. This is beyond unacceptable service and is borderline criminal.                                                                                                                                                   Regards,  ***** *******

  Business Response

  Date: 04/10/2023

  On March 31, 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.   Please note that TrueAccord is a third-party collection agency and we were not involved with the issue raised by the consumer. As a result of this complaint, TrueAccord requested that the account be returned to the current creditor.  The current creditor removed your account from our system on April 4, 2023, therefore TrueAccord is no longer collecting on it. The last communication sent to you by TrueAccord on this account was on March 11, 2023. Since the account is no longer with TrueAccord, we have forwarded this complaint to the current creditor.  We reached out to ****** and they provided the following response:   ****** only provided the funds in order for the customer to finance their purchase. As such, we at ****** can only help the customer with loan related questions and have no control over the fulfillment or shipment of the order. During a dispute, ****** is only able to communicate with the merchant and does  not have direct contact with the shipper as we are not partnered with the shippers. ****** can only adjudicate the dispute based on the customer and merchant's evidence. If a dispute is found in the merchant's favor due to the order status reflecting shipped and delivered, then the customer must work with the carrier/shipper to resolve anything further.   If *** ******* has any more questions about the account, they should contact the current creditor directly. Thank you.
  

• Initial Complaint

  Date:03/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 22, 2023 I received an email from ****** **** with TrueAccord. I had never heard of or received any communication from this company prior to this email. They claimed I owed money for an account that was past due from ****** in an amount of nearly $3,800. With the information provided in the email this account had apparently been turned over to a company called **** for collection purposes. **** then turned this over to TrueAccord for collection. And that the account owner was from the ***** zip code. I had never made a purchase with a ****** account. I had never gotten any communication either by phone, mail or email prior to the January 22 email from anyone concerning this. I have never lived in ***** zip code. I sent several emails to TrueAccord, with copies to ****, over the next several days and both companies failed to respond. Later I found that the account in question belonged to someone else in ********** ** ***** with the same first and last name and TrueAccord had associated my email with this past due account claiming the account was mine. In fact, they sent me an email falsely claiming the account was mine, on February 4, and that they had returned the account to ****. The email on February 4 was the only response I received from TrueAccord. I tried to contact **** both by email to their CCO and in writing with no response. I also send an email to the TrueAccord CCO indicating that they had used my email address in association with the other person's account also with no response. I also had contacted the ************ Attorney General office to seek a resolution but only received a self-aggrandizing response that TrueAccord was no longer involved and that **** was responsible for all contact information that was provided. I am well aware that TrueAccord was responsible for the only contact with me concerning this account belonging to this other individual. I want TrueAccord to provide a public statement to the effect that they have made false claims against me using my email account which they have linked to another person's financial account.

  Business Response

  Date: 03/29/2023

  On March 14, 2023, TrueAccord Corp. received the BBB complaint filed by ******* **** (“consumer”). We take every complaint seriously and appreciate the opportunity to address their concerns. 
  TrueAccord is a third party debt collection company established to reimagine the debt collection experience for consumers. Founded in 2013, TrueAccord communicates primarily via email and offers an inbound customer service center in the event a consumer prefers to call in and speak with a live agent. One of our guiding principles is treating our consumer-customers with dignity and respect. We are a licensed and bonded agency accredited with the BBB and registered with the 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 November 23, 2022, the current creditor placed the account and the account’s corresponding contact information in our system for collection. On November 30, 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.  Our records indicate that on January 22, 2023, the consumer clicked on the “dispute” link in one of the emails we sent. While the consumer viewed the dispute page, they did not complete the dispute process on the webpage. The email referencing the dispute that the consumer mentions in their complaints is an email sent by us which tells the consumer that they started but did not finish the dispute process and provide a link to follow if they intended to complete the dispute. On January 22, 2023, the consumer emailed in twice stating that the account was not theirs. The agent processing this email unsubscribed the consumer’s email address from the account. We also received emails from the consumer on January 23, January 25, January 26, February 3, and February 6.  Please note that in the regular course of business, the current creditor removed the account from our system on February 2, 2023, therefore TrueAccord is no longer collecting on it. The last communication sent to the consumer by TrueAccord on this account was on January 22, 2023. Since the account is no longer with TrueAccord, we have forwarded this complaint to the current creditor.  If the consumer has any more questions about the account, we suggest they contact the current creditor directly. We hope that this response thoroughly addresses the consumer’s concerns. Thank you.
  

  Customer Answer

  Date: 03/30/2023

  [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: TrueAccord has not provided an adequate response. Instead, they sent a self-aggrandizing statement that does not fulfill my request for an apology. They seem to believe that because they sent the account back to **** that they share no responsibility in this matter.  The fact is that the only email I received about this account was from TrueAccortd on January 22.  I responded accordingly.  They state that I clicked on the dispute button.  This was true but due to the information they required I abstained. Their email response to this action went directly to my spam folder.  They did not indicate that on February 4 they send another email to me in which they indicated that sent the account back to **** but falsely indicating that the account was mine. Also, since that time I have received communication from **** apologizing for the misunderstanding created by the January 22 email.  I still expect an apology from TrueAccord, especially ***** ****************, for the accusation that the account owned by a person in ********* ***** ******** was mine. They certainly did not do so in their response. I expect this immediately since they have been my only contact in this matter and just stating that they sent the account back to **** does not end their relationship in this matter. If they cannot do such a simple thing as this, then they are not a businesslike company and no better than the bottom feeder they are. They need to take the responsibility for their actions and a simple apology is all I ask. In addition, I will add the fact that they failed to meet the requirements of Resolution F by not providing all of the required verification information in the email they sent on January 22. They only sent the last digits of the accounts, no address only a zip code and no specific information regarding the reason for the accounts debit. This and their actions to date can be dealt with accordingly. A simple apology is all I asked and didn't receive.
  
  Regards,
  
  
  
  ******* ****

• Initial Complaint

  Date:03/10/2023

  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.

  I received an email from TrueAccord telling me I owed **** Funding $664.86 but they would take $332.43 on 03/09/2023 and my account would be paid in full. I agreed to this. I gave them my debit card number. My husband passed away last summer and I got behind on some of my bills. I tried to do the right thing. When I got home I checked my online banking and TrueAccord had taken out the whole $664.86. I am a widow on a fixed income. I contacted TrueAccord twice about this and they refuse to refund me the $332.43. I would appreciate your help in this matter. All I want is for them to be honest and refund me my $332.43. How many others have they cheated? Thank you for your time.
  ***** ******* ************

  Business Response

  Date: 03/24/2023

  On March 10, 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 February 24, 2023, the current creditor placed the account and the account’s corresponding contact information in our system for collection. On February 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.  On March 6, 2023, TrueAccord sent the consumer an email detailing an offer to resolve the balance for $332.43, which is less than the full amount owed. On March 9, 2023, the consumer clicked the link on the email where the consumer was provided an option to resolve the account for less than the balance owed or to pay the account in full. According to our records, they selected the option to pay the account in full. This payment of $664.86 was made on the same day and resolved their account. When the consumer made the payment, they agreed to TrueAccord’s payment terms and conditions.  Once the payment was posted, it was remitted to the creditor in accordance with our policies and procedures. The consumer called TrueAccord on March 9, 2023 and March 10, 2023 to inform us that the full amount owed was drafted from their bank account and that they only authorized a portion of the balance to be paid and is requesting a partial refund. During both calls, when our agents attempted to investigate and assist, the consumer hung up the call.  Per the consumer’s request in this complaint, we have initiated a refund of $332.43 as requested by the consumer. 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:03/09/2023

  Type:Order 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 paid them in July 2022. They keep saying it's paid and ignore the issue. I am still getting calls, and mail for the debt. They said they will investigate and nothing. Once paid debt can no longer be collected on and ********* is trying to collect despite paid through trueaccord. They need to fix there issue and report paid off to *********.

  Business Response

  Date: 03/23/2023

  On March 9, 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 January 20, 2022, the current creditor placed the account and the account’s corresponding contact information in our system for collection. On January 21, 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.  Per our records, the consumer’s account was resolved on July 9, 2022. When this occurred, we notified the current creditor that this account was now resolved. Other than sending the consumer a confirmation that the account is now resolved, we have not communicated with the consumer since. We reached out to the current creditor while investigating this complaint. They notified us that in their records, the account has been marked resolved when we notified them and they have not been communicating with the consumer since then on this account. They requested that the consumer reach out directly to them if they have any questions so that they may see if there is a different account that these communications may be coming from.  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 about the account, we suggest they contact the current creditor directly. Thank you.

  Customer Answer

  Date: 03/23/2023

  Better Business Bureau:
  
  Thank you for the update. The original creditor had sent me stuff recently. If they decided to contact me again I will file a complaint on them. I appreciate your assistance. 

  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:03/07/2023

  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.

  TrueAccord and **** Funding have been contacting me about a debt I owe to ***. I have never had a *** account in my life. The email and mailing address they have on file is not my email address or mailing address. This is clearly not me. It came across as a phishing/debt collection scam because they would not work with me to send information to dispute the debt. They kept asking for my mailing address because they did not have the correct one. I do not wish to give it to them, because they did not seem like a real company. Came across as a scam because all they wanted was my mailing address. If they really knew who I was then they should already have that information. Clearly, they have no idea who they are contacting. Are probably contacting the wrong person and need to remove me from their list because, again, I have never had a *** account or bought anything from *** in my life. Have never watched ***. Only know about it from the show Shark Tank.

  Business Response

  Date: 03/20/2023

  On March 7, 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.  TrueAccord does not own the account in question. On January 31, 2023, the current creditor placed the account and the account’s corresponding contact information in our system for collection. On February 2, 2023, TrueAccord sent the consumer an initial email detailing the creditor, an itemization of the amount due, how the debt could be disputed, and the option to unsubscribe. It also included a link to the CFPB website (********************************) for the consumer to learn more information about their federal rights.  As the consumer states that this is not their account, TrueAccord removed the email in question from the account. We appreciate the consumer notifying us of this. The consumer will no longer receive communications from TrueAccord regarding this account.  We would like to assure ******* ******* 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 ******* ******* feels at ease knowing that TrueAccord is a legitimate business.  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:03/04/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a letter today stating I owe $25.02 I have never had business nor communication with the debt or debt colector i believe this to be a scam and i dont need my credit ruined

  Business Response

  Date: 03/17/2023

  On March 4, 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. On February 22, 2023, the current creditor placed the account and the account’s corresponding contact information in our system for collection. On February 27, TrueAccord sent the consumer an initial email detailing the creditor, an itemization of the amount due, and how the debt could be disputed. It also included a link to the CFPB website ********************************** for the consumer to learn more information about their federal rights. We have not heard from you prior to this complaint being filed. We have processed your complaint as a dispute. We’ve paused collection efforts and submitted your dispute and a request for debt verification documentation to the creditor. We will not continue collection efforts until debt verification documentation is sent to you.  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. You may reach ****** by calling ************ between the hours of 8 a.m. and 7 p.m. CT seven days a week.  In the process of investigating this complaint, we reached out to ******. ****** provided the following information:
  ****** records indicate that the ****** **** ********* processed on July 19, 2022 in the amount of $282.82 with 15.99% APR. The agreed-upon repayment terms were for 6 monthly payments of $39.41 on the 19th of each month. The loan charged off to ******’s third party collections agency, TrueAccord on February 17, 2023 due to the loan becoming more than 120 overdue. TrueAccord can be reached at ***** ******** for any questions or to schedule payments.  ****** has not received any direct contact from *** ******** on this concern to date. She opened a recoveries dispute on March 7, 2023 requesting responsibility of debt. ****** was informed of this by TrueAccord on March 14, 2023 and the claim is pending our investigation. Please note, ****** has a regulatory obligation to furnish accurate loan and repayment information (positive or negative) to the credit bureau and can only update reporting if an inaccuracy is identified. Furthermore, this was disclosed on ******’s Terms of Use and Privacy Policy as well as on your Loan Agreement which she consented to and approved when *** ******** obtained ******’s loan. More information on ******'s Terms of Service can be found here: ****************************
  If she needs immediate repayment confirmation, ****** asks that she please let us know and we would be happy to provide her with a loan verification document.
  If *** ******** believes this loan was unauthorized, she is encouraged to complete ******'s webform which serves as an affidavit within ******'s Help Center and provide any supplemental documents to support her claim of the unauthorized activity. Once a completed affidavit is received, ****** will conduct an investigation and notify her of the outcome within 30 days. To do so, please see the following link: ********************************************************************
  In the event that *** ******** has any further questions, we encourage her to reach out to ****** via **********************************************************

  Customer Answer

  Date: 03/18/2023

  [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:03/03/2023

  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 have received several emails from True Accord regarding a debt to a company I have never heard of or done business with.
  
  We understand that times may be tough and we want to make your past due balance of $493.92 easier to resolve. Take a moment today to view your options on our website. You can pay quickly in full if you are able to or even sign up for a payment plan that makes you feel comfortable. We've got options that may work for you. Visit our website to learn more and select a plan.
  Thank you for your attention to this important matter.
  
  As mentioned by others who have filed complaints, it appears this business trolls for email addresses that match the name of people who actually owe the debt.

  Business Response

  Date: 03/17/2023

  On March 3, 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 September 11, 2020, the current creditor placed the account and the account’s corresponding contact information in our system for collection.  On September 15, 2020, TrueAccord sent the consumer an initial email detailing the creditor, amount due, how the debt could be disputed, and the option to unsubscribe.  TrueAccord has processed this complaint as a cease and desist request. TrueAccord will no longer contact the consumer regarding this account.  Please note that in the regular course of business, the current creditor removed the consumer’s account from our system on March 7, 2023, therefore TrueAccord is no longer collecting on it. The last communication sent to the consumer by TrueAccord on this account was on March 3, 2023. Since the account is no longer with TrueAccord, we have forwarded this complaint to the current creditor. If the consumer has any more questions about the account, we suggest they contact the current creditor directly. Thank you.
  

  Customer Answer

  Date: 03/18/2023

  [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,
  
  ***** *****