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:05/13/2025

  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 call from compass recovery group on Tuesday, May 13. The call was regarding a collections debt that needs to be paid. I missed the call and the employee left a message. When I looked at the missed call, it stated that it was from another company called ******* **** *****. They also called my Husband‘s number and told him if we do not pay the balance that they will take back the equipment. He told the employee that he would call them back. When I called the employee back, they did not answer with the company’s name just that they’re calling to collect a debt and asked me to verify my birthdate which she stated first. I did not confirm my birthdate I was skeptical of who I was speaking with. When I asked her why the number she called from was a different number from the company she could not give me an answer. This set an alarm off for me and I told her not to call me anymore. We have to be diligent in identifying scams. I called ******* to let them know that this was happening and the employee I spoke with could care less about it. She basically told me that it’s the next company‘s problem. I asked her do you care that this is happening to your customers. she did not care. She told me to speak with the supervisor there which I will.
  
  I am not sure if this is valid or not but the way these companies have gone about it seems very scammer-like. The professionalism and attention to detail was nonexistent.

  Business Response

  Date: 05/20/2025

  May 20, 2025 RE:      Third Party Complaint             Consumer Complaint ID ********             Complainant:  ***** ********** Dear Better
  Business Bureau:             Compass
  Recovery Group, LLC (“Compass”) hereby provides this correspondence in response
  to a complaint filed by ***** ********** (“Complainant”) directly with your
  office.  The Complainant alleges that Compass
  Recovery Group is contacting her regarding a past due debt from the caller ID
  of “******* **** *****” and she believes this to be a scam.  We believe she is seeking clarification.    The record reviewed confirms that call
  attempts to Complainant did in fact show the caller ID as “******* ***** *****”.  Compass uses a third party telephony company
  called ******* to provide phone lines to utilize to contact Compass
  customers.  It would appear that this
  line recently provided to a new hire here at Compass was a recycled number from
  ******* that may not have been properly wiped before resale.  Therefore, this line’s old company, “***** ***** *****” appears improperly on the caller ID.  Compass has since worked out this error with
  ******* and the line’s caller ID now properly displays the name of the collection
  agency. Compass thanks Complainant for
  bringing this to their attention and changes have been made to rectify this
  confusing error.  Compass also apologizes
  for causing confusion and concern. Complainant’s desired resolution is
  for a billing adjustment.  Compass is
  happy to discuss Complainant’s account with her at any time.             Compass
  took the following steps in response to the allegations in the complaint: We reviewed the allegations in the complaint We moved the complaint into a compliance/management desk We reviewed the collection notes We reviewed the call logs Call line caller ID corrected with ******* We logged the complaint and tracked the complaint internally per company policy This written correspondence was drafted with our findings and sent to the BBB             Upon
  investigation, Compass recognizes an opportunity for improvement and has made
  the appropriate changes with its third party telephony company. Sincerely, Compass Compliance
  Department 

  Customer Answer

  Date: 05/20/2025

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

• Initial Complaint

  Date:05/07/2025

  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 May 7, 2025 and several previous unanswered calls have been received from Jack **** at Compass Group. He addresses me by name in an attempt to locate someone else. The phone calls are filled with threats. The latest phone call stated " I've got everything in my power to try to involve you in this claim and give you an opportunity to resolve things amicably. You have steadfastly not responded by mail, e-mail and voicemail. Looks pretty clear that your lack of response is your response so that being said I am going to start the process to move things forward and wanted you to be aware, You have a very small window of opportunity remaining if you would like to do so amicably."
  I am not the person they are seeking nor am I responsible for this adult person's actions. I will have my lawyer reach out to Compass Group in particular Mr. **** regarding the harassment and threats of illegal action he seems to believe he has authority to conduct.

  Business Response

  Date: 05/20/2025

  Dear Better
  Business Bureau:  Compass
  Recovery Group, LLC (“Compass”) hereby provides this correspondence in response
  to a complaint filed by ***** ********* (“Complainant”) directly with your
  office.  The Complainant alleges that Compass
  Recovery Group is contacting her in an attempt to reach someone else and that
  the calls contain legal threats and are harassing in nature. The record reviewed confirms that
  attempts to contact the primary customer on this account failed prompting
  Compass to initiate call attempts to known third parties in an attempt to
  confirm or correct location information for the primary customer.  The purpose for initiating these calls was
  justified and in compliance with the FDCPA. 
  However, the voice messages left for these third parties deviated from
  company policy and so the responsible agent has received discipline and
  training. Complainant’s desired resolution is
  for no further contact by the business. 
  This request is granted.  All call
  attempts to third parties have been placed into a cease and desist status.             Compass
  took the following steps in response to the allegations in the complaint: We reviewed the allegations in the complaint We moved the complaint into a compliance/management desk We reviewed the collection notes We reviewed the call logs We interviewed the agent handling the account Cease and desist directive on third parties Discipline and training provided to Compass agent We logged the complaint and tracked the complaint internally per company policy This written correspondence was drafted with our findings and sent to the BBB             Upon
  investigation, Compass recognizes an opportunity for improvement and has
  provided discipline and training to its agent. Sincerely, Compass Compliance
  Department 

• Initial Complaint

  Date:04/15/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has been calling my friends and family. They have been leaving ominous voicemails stating that my legal representation needs to contact them.

  Business Response

  Date: 04/23/2025

  Dear Better
  Business Bureau:             Compass
  Recovery Group, LLC (“Compass”) hereby provides this correspondence in response
  to a complaint filed by **** ***** (“Complainant”) directly with your
  office.  The Complainant alleges that Compass
  Recovery Group has been contacting friends and family “leaving ominous
  voicemails stating that my legal representation needs to contact them”.  Compass conducted an investigation into this
  complaint and provides the below response. The record reviewed confirms that collection
  attempts commenced on January 27, 2025 with the mailing of the Regulation F
  Model 1692g notice to the address on record which matches the address provided
  by Complainant on her complaint.  After
  the mailing of this notice, collection attempts were made by telephone to the
  Complainant and third parties for location information. Compass agent left a message on
  April 15, 2025 on a phone number believed to belong to the Complainant’s
  spouse.  In that message, the agent asked
  that either the call be returned by Complainant or Complainant’s legal
  representation.  Compass never
  communicated directly with Complainant.                  Upon
  review, Compass does not agree that the message was a legal threat.  Rather, if the Complainant is represented,
  then Compass may only communicate with that representation.  The voice message was an attempt to make it
  clear that Compass would only speak with representation in the event that
  Complainant was indeed represented.  The
  allegation of a legal threat is denied.             Calls
  to third parties were made with the express intent of confirming or correcting
  location information only.  There is no
  record of any third party threats of legal action.  This allegation is denied. Complainant’s desired resolution is
  for no further calls to family and friends and a request for validation
  documentation.  This request is granted.             Compass
  took the following steps in response to the allegations in the customer
  complaint: We reviewed the allegations in the complaint We moved the complaint into a compliance/management desk We reviewed the collection notes We reviewed the call logs We interviewed the agent handling the account Closed the account and returned to original creditor with validation documentation purchase order We logged the complaint and tracked the complaint internally per company policy Cease and desist directive on account; account close and returned This written correspondence was drafted with our findings and sent to the BBB             Upon
  investigation, Compass has not violated consumer protection laws as alleged by
  Complainant in her complaint. Sincerely, Compass
  Compliance Department 

  Customer Answer

  Date: 04/24/2025

  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:02/12/2025

  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.

  The Compass Recovery Group, specifically James R***, continues to call my cell phone looking for "my sister", which I have none. When I finally answered one of his phone calls, he is completely rude and unwilling to state why he is calling; asking why I don't just say that I am who he is trying to reach. His voicemail from January 24th is the only way I know who he works for and whom he is looking for, which is not me or my non-existent sister. I ask at this time, that my number be taken off their call list and that they cease and desist on any further communications with me. Should they call again, I will consider it harassment.

  Business Response

  Date: 02/25/2025

  Dear Better
  Business Bureau:             Compass
  Recovery Group, LLC (“Compass”) hereby provides this correspondence in response
  to a complaint filed by ***** **** (“Complainant”) directly with your
  office.  The Complainant alleges that Compass
  Recovery Group is, 1) contacting the wrong number for someone she does not know
  and 2) the agent making the calls was rude to her.   The record reviewed confirms that phone
  calls were placed to the Complainant in an attempt to locate a different
  person.  Compass believed that
  Complainant was related to the person they were attempting to contact.  It would appear by virtue of this complaint
  that Compass was dialing the wrong number and has now removed the phone number
  for Complainant from the account.  She
  will not be contacted again by Compass. The record reviewed also confirms
  that the agent handling the call was rude to the Complainant.  This agent has received training and
  discipline.  Compass apologizes. Complainant’s desired resolution is
  for no further contact by the business. 
  This request is granted.  The phone
  number for Complainant has been removed from the system.                Compass
  took the following steps in response to the allegations in the customer
  complaint: We reviewed the allegations in the complaint We moved the complaint into a compliance/management desk We reviewed the collection notes We reviewed the call logs We logged the complaint and tracked the complaint internally per company policy Phone number is notated as wrong number and removed from system Agent handling account is trained and receives discipline This written correspondence was drafted with our findings and sent to the BBB             Upon
  investigation, Compass has identified an opportunity to improve its customer
  service and has taken steps to correct behavior deemed to fall below the
  standard of care. Sincerely, Compass Compliance
  Department

• Initial Complaint

  Date:11/19/2024

  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.

  This company reached out to my work's customer service department and requested to be transferred to me. My customer service team member perceived them as a customer and transfered them to me as such. I know it's legal to reach out to third parties for information. However, Im not comfortable with anyone from my job or personal life being contacted and potentially harassed moving forward, as others have been when dealing with this company.
  
  During the call I only confirmed my name but no other information. I told the rep it was very unprofessional for him to call me at work he continued to try to press information and a payment plan out of me to which I didn't respond. He kept presenting himself as representing a client and his "firm" which could be misleading and intimidating to most people. I did not verify any information and the rep offered his phone number. I again told him I'm at work and going to go.
  
  This call to my company is problematic for many reasons - 1: It is illegal for debt collectors to share any information on the debt or reason for calling when reaching out to the third party. While I don't believe they told my customer service rep any information directly, the problem lies within the nature of my work. As someone who works on the phone in a very regulated industry all of my call are live listened to and actively recorded. By saying who the debt was for, the amount, and attempting to fish for and share personal information over the phone they now shared this sensitive information with many others who monitor my calls.
  
  I am requesting complete cease and desist and do not wish to work with or speak with the company in any way. I refuse to call their agents back to request cease and desist so I'm doing so through here. I know if I call them they will attempt to take my personal information and according to other complaints use aggressive and misleading tactics when trying to collect on debts.

  Business Response

  Date: 12/04/2024

  Dear Better
  Business Bureau:             Compass
  Recovery Group, LLC (“Compass”) hereby provides this correspondence in response
  to a complaint filed by ******* ***** (“Complainant”) directly with your
  office.  The Complainant brings this
  complaint based upon a phone conversation shared with an agent from Compass on
  November 19, 2024. Upon a careful review of the
  complaint there do not appear to be any allegations that Compass violated any
  consumer protection laws.  Rather,
  Complainant references problems experienced by “others” dealing with the
  company, possible “future” behavior that could be “potentially” harassing and
  that statements made by a Compass agent “could be misleading and intimidating
  to most people”.  Furthermore,
  Complainant acknowledges that it is legal for Compass to contact Complainant at
  the place of employment under the circumstance and that Complainant does not
  believe that the agent improperly shared debt information “directly” with any
  third parties at the place of employment. 
  Therefore, while Compass does not believe the Complainant has alleged
  any violations of consumer protection laws, to the extent that any statement
  made by Complainant in this complaint could be construed as such, such
  allegations are denied.  Complainant does express concern
  about receiving calls at the work place because the phone lines are
  recorded.  Therefore, Complainant’s
  desired resolution is for no further contact by the business.  Compass has placed the account into a cease
  and desist status and will no longer contact the Complainant.             Compass
  took the following steps in response to the allegations in the customer
  complaint: We reviewed the allegations in the complaint We moved the complaint into a compliance/management desk We reviewed the collection notes We reviewed the call logs We logged the complaint and tracked the complaint internally per company policy Cease and desist directive placed on account; no contact on this account This written correspondence was drafted with our findings and sent to the BBB             Upon
  investigation, it has been determined that Compass has conducted their business
  in a professional and ethical manner and has not violated any consumer
  protection laws. Sincerely, Compass Compliance
  Department 

• Initial Complaint

  Date:09/26/2024

  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.

  The business is illegally contacting my job which is threatening my employment. They are using illegal debt-collecting practices. They can contact me in writing of on my personal phone. They are looking for a lawsuit.

  Business Response

  Date: 10/06/2024

  Dear Better
  Business Bureau:             Compass
  Recovery Group, LLC (“Compass”) hereby provides this correspondence in response
  to a complaint filed by ********* **** (“Complainant”) directly with your
  office.  The Complainant alleges that Compass
  Recovery Group is, 1) illegally contacting her job which is threatening her employment,
  2) is using illegal debt-collecting practices and 3) is looking for a lawsuit.  Any allegation that Compass violated a
  consumer protection law is denied.    The record reviewed confirms that collection
  attempts commenced on September 23, 2024 when Compass sent the Regulation F
  Model 1692g validation of debt notice to the Complainant.  One phone call was made to Complainant’s
  place of employment on September 26, 2024 and a voice message for a return call
  was left.  Complainant called back and
  told the agent that calls to the workplace were prohibited.  The agent acknowledged Complainant’s request
  and notated the account.  The Complainant
  then terminated the call abruptly.  No
  further calls were placed to the place of employment.  Compass received this complaint on September
  26, moments after interacting with the Complainant. Prior to the initial call to the
  place of employment, Compass did not have any actual or constructive knowledge
  or reason to believe that calls to the place of employment were
  prohibited.  Therefore, the allegation that
  Compass illegally contacted Complainant’s job is denied.  Compass is allowed to contact consumers at
  the place of employment until told otherwise or until they identify that calls
  are prohibited.  After Complainant stated
  calls were prohibited no further calls were made to the place of employment in
  compliance with consumer protection laws. Upon the record reviewed, there is
  nothing to substantiate Complainant’s allegation that Compass used illegal debt
  collection practices while collecting her debt. 
  The 1692g notice was sent to Complainant and one phone call was made to
  the place of employment.  This allegation
  is denied, Compass did not use any illegal debt collection practices. Complainant states that Compass is
  “looking for a lawsuit”.  Compass is not
  sure if this is an allegation or a threat from the Complainant, but assuming it
  is an allegation, Compass denies that it is looking to sue Complainant.  In fact, Compass is a third party debt
  collection company collecting past due consumer debts on behalf of its creditor
  clients.  Compass is not a law firm, does
  not sue accounts and can not sue on accounts. 
  This allegation is denied. Complainant’s desired resolution is
  for no further contact by the business. 
  This request is granted.  The
  account has been closed as cease and desist and has been returned to the
  current creditor.                Compass
  took the following steps in response to the allegations in the customer
  complaint: We reviewed the allegations in the complaint We moved the complaint into a compliance/management desk We reviewed the collection notes We reviewed the call logs We logged the complaint and tracked the complaint internally per company policy No further contact directive placed on account; no contact on this account Account returned to current creditor This written correspondence was drafted with our findings and sent to the BBB             Upon
  investigation, it has been determined that Compass has conducted their business
  in a professional and ethical manner and has not violated any consumer
  protection laws as alleged. Sincerely, Compass Compliance
  Department 

• Initial Complaint

  Date:09/06/2024

  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 around 8/30 this business began harassing myself and my family calling myself, my brother, my sister, my brother in law, my mom, my dad, and my mother in law. They will call each of them up to 10x a day.
  Once someone answers they are very unprofessional and have threatened myself and my family.
  Upon further research, it is a scam and we’re attempting to get my banking information.

  Business Response

  Date: 09/23/2024

              Compass Recovery Group, LLC (“Compass”)
  hereby provides this correspondence in response to a complaint filed by **** ********** (“Complainant”) directly with your office.  The Complainant alleges that Compass Recovery
  Group, 1) has contacted multiple family members up to ten (10) times a day, 2)
  are unprofessional on the phone and threatening to himself and his family
  members, and 3) is a “scam” attempting to get bank information. The record
  reviewed confirms multiple calls to family members in an attempt to confirm or
  correct location information for the Complainant.  Compass denies that family members were
  contacted 10 times a day, this call volume is not supported in the record
  reviewed. The record
  reviewed confirms phone call contact with third parties as well as the customer
  himself.  While Compass denies that these
  calls were “threatening” or “unprofessional”, Compass does recognize an
  opportunity for improvement regarding specialized remedy talk-off strategies
  and account status information. Lastly, Compass is
  not a “scam”, rather, it is a third party collection agency formed and
  operating in the state of New York. 
  Compass is tasked with the collection of consumer debt on behalf of its
  creditor clients.  As part of that
  business, Compass does collect bank information.  This allegation is denied.   Complainant’s
  desired resolution is for no further contact by the business.  This request is granted.  The account has been closed as cease and
  desist and has been returned to the current creditor.               Compass took the following steps in
  response to the allegations in the customer complaint: We reviewed the allegations in the complaint We moved the complaint into a compliance/management desk We reviewed the collection notes We reviewed the call logs We logged the complaint and tracked the complaint internally per company policy No further contact directive placed on account; no contact on this account Account returned to current creditor Training provided to agent(s) handling the account This written correspondence was drafted with our findings and sent to the BBB             Upon investigation, it has been
  determined that Compass has conducted their business in a professional and
  ethical manner and has recognized an opportunity for improvement of its
  services. Sincerely, Compass Compliance
  Department 

• Initial Complaint

  Date:07/11/2024

  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.

  Continued daily telephone calls to myself as well as family members

  Business Response

  Date: 07/22/2024

  Dear Better
  Business Bureau:             Compass
  Recovery Group, LLC (“Compass”) hereby provides this correspondence in response
  to a complaint filed by ***** ****** (“Complainant”) directly with your
  office.  The Complainant alleges that Compass
  Recovery Group has made daily telephone calls to herself as well as to her
  family members.  These allegations are
  denied.  The record reviewed confirms that collection
  attempts commenced on July 10, 2024 with the mailing of the Regulation F Model
  1692g notice to the Complainant.  One
  phone call was made on July 11 and a voice message for a return call was
  left.  Compass received this complaint
  shortly thereafter.  The record reviewed
  does not confirm “daily telephone calls to herself as well as to her family
  members” and is denied. Complainant’s desired resolution is
  for no further contact by the business. 
  This request is granted.  The
  account has been closed as cease and desist and has been returned to the
  current creditor.               Compass
  took the following steps in response to the allegations in the customer
  complaint: We reviewed the allegations in the complaintWe moved the complaint into a compliance/management deskWe reviewed the collection notesWe reviewed the call logs We logged the complaint and tracked the complaint internally per company policyNo further contact directive placed on account; no contact on this account Account returned to current creditor This written correspondence was drafted with our findings and sent to the BBB            Upon
  investigation, it has been determined that Compass has conducted their business
  in a professional and ethical manner and has not violated any consumer
  protection laws as alleged. Sincerely,Compass Compliance
  Department

• Initial Complaint

  Date:03/26/2024

  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.

  We have **** ***** firm handling our settlement of debts. We are senior citizens in hardship and quite ill. We believe the debt in question was settled by **** ***** and now Compass is harassing us for money. James R*** called on a recorded line and I only gave him name of **** ***** to contact as we were instructed to do. He wanted to argue and try to get additional information. We do not want to be bothered by collectors. Again, the debt in question was settled months ago by **** *****.

  Business Response

  Date: 04/01/2024

  Dear Better
  Business Bureau:             Compass
  Recovery Group, LLC (“Compass”) hereby provides this correspondence in response
  to a complaint filed by **** ******* (“Complainant”) directly with your
  office.  The Complainant alleges that
  Compass agent harassed and argued with him about a debt he owes that he claims
  is being handled by a third-party debt management company.             The
  record reviewed confirms that Complainant’s spouse and Compass agent spoke on
  March 26, 2024.  During the brief call,
  the spouse explained that the account was being paid by a third-party debt
  management company called **** *****. 
  The agent did request more information and during this exchange with the
  spouse, Compass recognizes an opportunity for improvement with the customer
  service provided by the agent.             The
  agent has received discipline and training.            Complainant’s
  request is for no further contact from the business.  This is granted.             Compass
  took the following steps in response to the allegations in the customer
  complaint: We reviewed the allegations in the complaintWe moved the complaint into a compliance/management deskWe reviewed the collection notesWe reviewed the call logs We interviewed the agent handling the accountWe provided discipline and training to the agent We logged the complaint and tracked the complaint internally per company policyWe closed and returned this account to the creditor client as cease and desist, do not contact This written correspondence was drafted with our findings and sent to the BBB            Upon
  investigation, Compass has identified an opportunity for improvement relating
  to customer service.  Sincerely,Compass Compliance
  Department 

• Initial Complaint

  Date:10/31/2023

  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 business tried to withdraw funds from account randomly without my consent creating unnecessary charges. The customer service agent was very nasty and rude and hung up the phone. Very unprofessional

  Business Response

  Date: 11/14/2023

              Compass
  Recovery Group, LLC (“Compass”) hereby provides this correspondence in response
  to a complaint filed by ****** ****** (“Complainant”) directly with your
  office.  The Complainant alleges that
  Compass attempted to withdraw funds from his bank account with his consent and
  that a customer service agent was rude to him and hung up the phone.             The
  record reviewed confirms that Complainant and Compass successfully negotiated a
  settlement of a past due account owed by Complainant on September 7, 2023.  The amount to settle the debt was agreed upon
  at $1,800 to be paid in six (6) equal installments, payment due the 20th of each month, with the initial payment of $300 to be due on September 20.  Complainant voluntary provided payment
  information and authorized the series of payments to automatically withdraw
  from Complainant’s account on the 20th of each month.  Prior to the initial payment due date,
  Complainant called the office on September 19 and asked to have the initial
  payment reduced to $200 and to add a final payment in the installment series of
  $100.  Compass obliged Complainant’s
  request.  On the date the initial payment
  of $200 was due, the payment was declined as “insufficient funds”.  Compass reached out to the Complainant on
  September 26 to inquire on the declined payments and the Complainant stated he
  would figure something out.  Compass did
  not hear back from him.  On October 20,
  the next payment in the series automatically withdrew from Complainant’s
  account as agreed upon in the initial agreement.  Complainant then called Compass to complain
  that they were attempting to withdraw payments from his account and that such
  withdrawal was not authorized, mirroring the allegation in this BBB
  complaint.  The record reviewed confirms
  Complainant’s authorization, the allegation is simply not truthful and
  therefore denied.             However,
  the agent handling the complaint call from the Complainant did in fact hang up
  the call abruptly, which is not acceptable behavior.  The agent has received discipline and
  training.             Compass
  took the following steps in response to the allegations in the customer
  complaint: We reviewed the allegations in the complaint We moved the complaint into a compliance/management desk We reviewed the collection notes We reviewed the call logs We interviewed the agent handling the account We logged the complaint and tracked the complaint internally per company policy We closed and returned this account to the creditor client as cease and desist, do not contact We removed all payments in the settlement series and voided the settlement agreement This written correspondence was drafted with our findings and sent to the BBB             Upon
  investigation, Compass has identified an opportunity for improvement relating
  to customer service.   Sincerely, Compass Compliance
  Department