ComplaintsforAmerican Consumer Credit Counseling, Inc.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up with this company in May and have made timely payments every time. Yet I am still receiving calls, letters and emails from the creditors enrolled in this program. Now several are sending charge off notifications. When I inquire they are not even aware I am enrolled. This is a scam that destroys your credit rating while taking the money that could be used to pay charge off amounts.

  

  Business response

  02/06/2024

  We want to thank our client bringing this to our attention.  Upon investigation, we learned that this was an error on the creditor side, which we immediately escalated on the clients behalf.  We are happy to report that the creditor fixed the problem and the clients accounts have all been returned to current status.   We appreciate the clients patience and we encourage all of our clients to monitor their statements and report any issues promptly, so that we can work with the creditors to quickly resolve any issues.

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was referred from one of my loan accounts to consolidate some of my cards. I was on the phone for only 8 minutes the whole time the agent interrupted me the whole time. He would ask questions and while I'd be answering he would interrupt me. When I asked him to please stop and to transfer me to someone else he blamed it on the phone delay. When he asked what he could do I started to replay and he interrupted me again

  

  Business response

  11/16/2023

  Were sorry this clients interaction with ** was not what she hoped it would be. We listened to the recorded call and did hear a technical problem causing lag in the conversation, which gave the impression that the counselor was interrupting the client. He did try to apologize to the client and explain the issue, but he should have honored the clients request to speak to someone else. We understand it is difficult for clients take this first step and we want them to build a strong connection with our counselors.This standard was not met in this case. We will be escalating the issue to our IT department to make sure this doesnt happen to anyone else.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Ok I called these people cause I had a personal loan that went to collections and on the website they clearly say that work with people who have personal loan debt. When you search they clearly show up under that caption. But the minute you call and waste almost 30 minutes of your time waiting to speak to a representative. Your finally informed that they don't work with personal loan debt cause they say banks don't work with them. Funny you say that if it's in collections it's no longer with a bank. But ok. So then I said next if you do credit card debt most of those are backs too. So I'm confused cause you work with credit cards that come from banks but not personal loans. If you don't provide the service why are you advertising you provide the service when you don't

  

  Business response

  08/02/2023

  Were sorry that this client had a negative experience when speaking to our representatives. We always try to provide the best possible service to everyone that calls in.
  
  Personal loans are handled on a case-by-case basis, because not all creditors offer benefits in a *************** Program.  The reason for this is that many personal loans have a signed contract with terms that cannot be altered. Because of this uncertainty, we always encourage clients to call in to get more information on their specific loan.
  
  We listened to the recorded call between this client and our representative. We acknowledge that our counselor could have done a better job at probing for more information on the loan and then communicating the explanation to the client.  If the loan had gone to collections, we *** have been able to assist. We want to be upfront with clients about debts that *** not work with a debt management program so that expectations are set properly at the start.  We will review the language on the website to add clarity for consumers moving forward.
  
  We appreciate the clients feedback and will work to address improvements in the process.  

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I set up an account with them to help lower my debt. There were two accounts on my credit that they said they could address with the counseling program. The money wasn't being accepted by ************ I reached out several times asking them to stop taking the money until it was settled. They continue to take the money for 4 months. None of the money has been credited to the account or return to me. I emailed them as requested to stop payment and close my case three times. Each and every time I got a generic email telling me the same thing. That I needed to reach out to the company itself to get it fixed. It wasn't getting fixed because they won't accept it. Yet they kept taking the money anyway even though I told them and ask them not to continue taking payments for that company. I have discontinued my account apparently shut it off. But there's going to be no resolution as far as where my 80 something dollars has gone. And it hasn't been returned to me and I am not sure how to get it back.

  

  Business response

  05/08/2023

  ACCC would like to clarify the situation.  The first request to cancel the program was made on 5/4 and was processed--no prior requests were received. A total of 2 payments were drawn and disbursed to her creditors on time and we confirmed this with her creditors.  Due to an alert on the clients account, the proposal was denied.  A denied proposal does not impact our ability to make payments on the clients behalf. The client was informed via phone and email that she would need to remove the alert directly with her creditor in order for ACCC to send another proposal, but the client was not responsive to the requests.  When the client called to cancel, she would not allow us to discuss how to resolve the denied proposal issue.  ACCC makes every effort to work with both the client and the creditor to resolve any issues that *** arise from a proposal denial.
  
  Since receiving this complaint, we have again reached out to client but received no response.  As of 5/4, her account was terminated.However, we remain committed to helping her work through the issue and get all accounts set up on the plan, if she so chooses.  

• Initial Complaint

  02/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for debt management program with ACCC back in october. Couple months later I wasn't able to pay the amount $641. So I called prior to freeze a payment. They still charged my account, they did the same next month. My account went overdraft and I was left without money for food and transportation. I cancelled this and closed my account with them. And they still charging it every month, with all the fighting they issuing credits back. Today my account was charged again. For the third time after I terminated my account, so I wasnt able to buy groceries at the store. Its unexpected everytime and leaving me with negative balance on my account. This is the most horrible stuff ever happened to me financially. If any of accc representative reading this immediately reach out to me at my phone *************. I do not recommend to anyone have business with them.They used to charge me every 14th of the months. Then it changed to 21st. There is 4 charges without my consent and it puts me in the very difficult financial situation. It ****** like my bank account doesnt ****** to me anymore if they can charge it anytime they want.

  

  Business response

  02/22/2023

  We at American Consumer Credit Counseling are sorry that this client felt he had a negative experience while working with us. We spoke to the client and after he investigated further with his bank, he discovered that the issue was actually with his bank and not with ACCC. We want to assure our clients that we do not withdraw any funds without their consent.  The refund mentioned was completed on request, but there was some confusion with how the bank reflected it on the clients statement.  Furthermore, we want to clarify that no payments were taken from this client's account in January or February. After communicating with the client, he has kindly informed us that he will be removing this complaint. We value all our clients and we are committed to providing them with the best possible service

  Customer response

  02/23/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  04/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I used this business to get out of debt. My Mother passed away and left me some money. I want to pay off the balance of what I owe and they won’t tell me what I owe or let me pay my bills. This is supposed to be non profit. I was basically told don’t call us we’ll call you. I have never heard of such a thing. I want to pay my bill so I can get out of debt. Thank you.

  

  Business response

  04/12/2022

  We regret that this customer had a negative experience regarding our payoff process. We always strive to provide the highest quality service to our clients, and strive for continuous improvement. We understand that being in debt is stressful. So we want to make the payoff process as smooth as possible.
  
  When a client wishes to pay off an account, ACCC will contact each creditor and calculate the payoff balance accounting for recent payments and accrued interest. We tell our clients that it can take 1-2 business days to confirm the correct balances and then we will contact the client to provide the final payoff amount and schedule a payment.
  
  In this particular situation we believe that the process could have been communicated more clearly to the client to prevent the miscommunication and this will be addressed with staff.  The client was contacted promptly this morning with the final payoff amount and will have her debt paid off in full shortly.

  Customer response

  04/12/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Customer response

  04/13/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  This is in required to case ********. I received 2 calls this morning from this business. One of them said that this would be taken care of by the end of the day. The other one said it usually takes 24 hours. It has been 24 hours and still nothing has been taken from my checking account. I am just dumbfounded that paying off a debt is such a problem. They wrote I. The letter 4 days or something and then I hear other things on the phone. I am sorry but I just cant accept this.

  

  Business response

  04/15/2022

  Were sorry that the client feels this hasnt been handled to their satisfaction. The client was contacted immediately by email and phone by a manager. The payoff process was explained thoroughly and arrangements were made to have the funds drawn from the clients bank account at the time of the call. With ACH payments, the funds take one to two days to be processed after the transaction has been initiated. The transaction was initiated on the day that the client was spoken to. At that time, the client was advised that the funds wouldnt clear immediately. This is standard for any ACH transaction, and the client was advised of this. Management is continually monitoring the clients situation to ensure the request is handled appropriately. The client was also given direct contact information to a manager if there are any additional concerns.

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