Complaints

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• Initial Complaint

  Date:07/27/2023

  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.

  On July 7, 2023 I opened a Pooled Income Trust with Trusted Surplus Solutions for my mother in the amount of $1580. I am the authorized user on the account. My mother, *************************, is 94 years old, resides in an Assisted Living Facility and is on ********* She signed a joinder agreement and agreed to have her ******** surplus of $1580 be deducted out of her bank account on the 7th of each month with a fee of 10% of the surplus paid to Trusted Surplus Solutions. On July 17, 2023 I called Trusted Surplus Solutions and spoke to ************************* and *************************, the supervisor, about transferring the money into another Trust with lower fees. I was told that I could not transfer my mothers money to another Trust and they deactivated the account. I was told that I could only submit bills to be paid from the 7/7/23 -7/17/23. In the same conversation I asked them if they could not deactivate the account since I need to pay for her expenses for July but was told it was too late, that it was already deactivated as per my request. I spoke with a lawyer and was told that this is illegal. I spoke with ************************* the next day (7/18) and asked if they could kindly reactivate the Trust and was told that she spoke with her supervisor, *************************, and they refused. They clearly had the option of reactivating the account but would not. I emailed them on 7/20 and asked if they could just pay for one credit card bill in the approximate amount of $700 and they could keep $722 for their inconvenience but they still refused. All I am asking is for my mothers one credit card bill to be paid for purchase between 7/17-7/21 and then close the Trust. Trusted Surplus Solutions received the $250 application fee and $158 for ***** services and now refuse to pay the entire amount of the submitted bill for the month of July because I questioned moving the money to a different account, I am not requesting for the money to be refunded.

  Business Response

  Date: 08/02/2023

  We are a pooled income Trust , the pooled income Trust was established by congress in **** as an exception under the amendments to the Omnibus Budget and Reconciliation Act.  It authorizes the use of supplemental Needs Trust for the benefit of seniors ,or individuals with disabilities of any age .We allocate excess income on livable expenses for each member in compliance with the ********  rules and guidelines. Members must sign a Joinder agreement , reviewed and approved by *** AIGS  Office. One of the rules is ,  to  allocate funds on livable expenses that accrued with -in the time frame the trust was active. ******************* signed up with Trusted Surplus Solutions in July 2023. Her account became active on 07/07/2023 after the first authorized deposit. On 07/17/2023 ,** ********* , daughter *******  (authorized representative )called impudently and  requested that Trusted close the account effective immediately. As per her demand we closed the account on 07/17/2023. The ****-pay department emailed ******* instructions on depleting ****'s account under the ***  and pooled trust  rules and guidelines that we must follow . We advised her to send in any outstanding ****s that took place while the trust was active  so we can  allocate ****'s remaining funds . ******* called back every department, belligerently screaming and yelling at the  representative that was trying to  help her  because she decided to close the trust that day . All our agents attempted to assist her and explained to her we must follow the rules , guidelines and agreement signed by the client.   She sent us a credit card **** with charges dating back from June ( when the trust was not active yet  ) . We explained to ******* we will review the **** and make payment accordingly,  following the rules and guidelines .  We have honored that request and  made payment on her Credit card **** .We made a payment of $ ****** (  for the charges that took place while ******************** Trust was active ) . Moreover we have encouraged ******* to send in any ****s on ****'s behalf . Quite frankly we are astonished ******* would ask this . The member entered into a binding agreement ,according to the joinder agreement ,all funds deposited in the disability pooled trust are irrevocable  , by agreeing to the rules and guidelines, but subsequently terminated the said agreement.  We will not engage in any conduct that violates the established rules.
  

  
  

  Customer Answer

  Date: 08/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I would like to explain again, the reason for this dispute with Trusted Surplus Solutions.  ***** and her team closed my mothers account on 7/17 at their discretion when I asked if funds can be transferred to another Trust. I never demanded for my ************* to be closed immediately in any conversation.   I relented on not being able to transfer the funds to another Trust but pleaded for this account to remain active and they said it was too late the account is now closed as of 7/17 leaving me with no other options.  The ******** Specialist, who set the Trust up for me, call Trusted that same day and they agreed to keep the account open and that I needed to call back to confirm this.  In the meantime, I sent an email kindly requesting that the account remain active at least until 7/21.  When I called back, I was told that they changed their decision about reactivating the account because they were concerned I would deplete the money in the account and then close it, and if so,they would charge me fees and penalties.  I was never belligerent but did share my dissatisfaction with their decision to close the Trust so abruptly and keep my mothers money.  I sent multiple emails requesting the Trust remain active but have been refused each time.  Also, I never submitted bills for ***** My emails clearly state which bills I was expecting payment for.  I never demanded that the Trust be deactivated immediately as they claim.  All of my emails should serve as proof that I was willing to compromise if they could please keep the account open until 7/21/23 but they refused.  I would think that a non-profit organization such as this would have my ************************************ mind when making these decisions, but I was wrong.  It doesnt seem fair or honest to close an account as they see fit. Trusted Surplus Solutions has $1077 of my mothers money leaving my mother no choice but to pay the rest of her bills for July with her meager savings account.  

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 08/07/2023

  In regards to ************************ account.  **** ********* account was opened 07/07/2023.  On 07/17/2023, her daughter and authorized Representative, *** ************;******, called and demanded we close down her mothers account. As per her demand and in accordance with the rules and guidelines we must adhere to in order to close any account, we closed the case that same day.  Per the Joinder agreement , which ********************* signed knowingly and willingly, when a termination request is received we close the account immediately to prevent further deposits into the account and then work with the family, giving them 60 days, to reconcile the remaining outstanding bills, incurred while the account was open, by using the remaining funds in the account.  Unfortunately, *** ****** realized she prematurely closed the account before receiving all of the bills needed to reconcile the full deposit in the account.   She was demanding to re-open the account for bills that had not been incurred yet, however, we closed the account as per request when instructed.  *** ****** called later on that day , yelled, berated  and generally disrespected each representative.  She demanded that we re open the account. We continually attempted to explain to her we have processed her request and closed the account as per her demand. As a pooled income trust , we must follow rules and guidelines by the state and Medicaid. To re -iterate, the member entered into a binding contract according to the joinder agreement. All funds deposited in the disability pooled trust are irrevocable. By signing the joinder, she agreed to the rules and guidelines, include the procedure for terminating the account.  We will not engage in any conduct that violates the established rules. We  continue to encourage ******************** to submit bills. We will make payment accordingly following the set rules and guidelines  .

  
  Thank you 

  Customer Answer

  Date: 08/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I would like to see the exact wording from the Joinder Agreement where it states that funds left in the Trust cannot be used before the person dies. According to the Joinder Agreement, The purpose of this Trust is to create an irrevocable pooled trust for the sole benefit of the disabled Grantor for the needs of such Grantor during their lifetime.  I have spoken with an attorney from ********************************************* and they agreed that if the account was closed after ***************************************************************** be available for the Beneficiary. They will be looking into the wording of the particular Joinder Agreement that my mother signed with Trusted Surplus Solutions.
  I would also like to see written proof that I requested for my mothers account to be closed immediately on 7/17/23.  

  I have proof that a monthly fee in the amount of $158 was used to pay for services for the month of July, so it would make sense to me that expenses should be paid for the month of July for any allowable expenses with the money still left in the Trust. 

  Again, it does not appear that Trusted Surplus is acting in the best interest of the Beneficiary while these decisions appear to be made at their discretion.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************