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:10/19/2023

  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 attempted to lie to me, saying they had a medical patient of my employer in order to gain my personal info. This is their first attempt and they’ve been incredibly untrustworthy and quite frankly dangerous in their attempts to use client information to gain access to me.

  Business Response

  Date: 10/26/2023

  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 lied to him by stating that Compass had a medical patient of
  Complainant’s employer in an attempt to gain his personal information.  Compass denies this allegation.             The
  record reviewed confirms that the 1692g model CFPB notice was sent to
  Complainant on October 18, 2023.  The
  first outbound call to Complainant took place on October 19, 2023.  During this call, the Complainant did not
  verify his identity and terminated the call. 
  The Complainant then called back into the office for information but
  refused to verify his identity and terminated the call.  Then, the Complainant called in a second
  time, demanded a cease and desist, used profanity and accused the Compass representative
  of stating to him that Compass had a medical patient of Complainant’s employer
  in order to gain personal information. 
  Complainant terminated the call again.            After
  this call, Compass logged the account as cease and desist, do not contact.  This complaint followed.  The record reviewed confirms that
  Complainant’s claims are wholly unfounded. 
  Compass at no point communicated with Complainant in any way that even
  remotely resembles what Complainant is claiming was said.  Compass can only deduce that Complainant must
  have confused Compass with a different collections agency.             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 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, it has been determined that Compass has conducted their business
  in a professional and ethical manner. Sincerely,Compass Compliance
  Department

• Initial Complaint

  Date:07/18/2023

  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.

  Compass recovery continues to call me at least 5 to 7 times a day. I asked they mail me correspondence on the debt and they get really angry telling me they know I got it in the mail. They call several family members daily that have had to block their numbers. Mike threatens with anything he can like taking my vehicle, which is still being paid for. I tried to work out a 50.00 payment a month they accepted the initial payment but want 200 every month. They will not work with me. I am a single mother I buried my husband and am being harassed over 3,000 dollars. I would like to pay them but all I can afford is 50 a month. They wont take it.

  Business Response

  Date: 07/20/2023

              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
  Recovery Group 1) contacted Complainant at least 5 to 7 times a day, 2) refused
  to send correspondence in the mail when requested, 3) called several family
  members daily, 4) threatened Complainant with vehicle repossession, and 5) that
  Compass agent will not work with Complainant on a $50 per month settlement
  arrangement.  Compass conducted an
  investigation into this complaint and provides the below response. The record reviewed confirms that collection
  attempts commenced on December 26, 2022 with the mailing of the Regulation F
  Model 1692g notice to the address on record which matches the address provided
  by Complainant on the complaint.  There
  is no evidence in the record that Complainant stated having not received this
  correspondence or any request either in writing or verbally for more
  correspondence and therefore this allegation is denied.  After the mailing of this notice, collection
  attempts were made by telephone to the Complainant.  When those attempts failed, attempts to
  confirm or correct location information were made to third parties by
  telephone. Eventually, contact was made with
  the Complainant on June 21, 2023 and a payment plan was agreed upon.  During this call, the Complainant made
  several comments that a prior representative would not work with Complainant on
  a payment plan and had made various other threats.  This was the first time that Compass had any direct
  communication with the Complainant. 
  During this call, the Compass representative worked with Complainant on
  a payment plan that she herself agreed to and at no time was there any denial
  of an offered plan and at no time was there any threat to repossess a
  vehicle.  Compass believes that Complainant
  has confused Compass with a different collections agency for a different
  collections account and therefore denies those allegations that Compass would
  not work with her on a payment plan and that Compass threatened to repossess a
  vehicle. Complainant made the first payment
  on her payment plan with Compass, then failed to make additional payments per
  the plan.  At that time, a Compass agent
  reached out to Complainant to ascertain the reason for failed payments.  However, Compass agent also reached out to
  third parties improperly as well.  These
  calls deviated from company policy and this agent was disciplined and trained
  for her failures.  In addition, call
  frequency to Complainant deviated from company policy and agents in violation
  thereof were likewise treated with disciplinary actions and training.   Complainant’s desired resolution is
  for a “billing adjustment” as well as no further contact by the business.  Regarding the billing adjustment, Compass is
  unsure what is being requested.  If Complainant
  wishes to make $50 payments monthly to Compass she is encouraged to contact our
  office directly to set up those payments. 
  However, Complainant has also asked for no further contact so Compass
  will no longer contact the Complainant unless she contacts us directly to set
  up payments.               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 agents handling the account Provided discipline and training to the agents We logged the complaint and tracked the complaint internally per company policy We removed the payments on the account and encourage Complainant to call the office if she wished to make payments toward her account No further contact 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 but recognizes opportunities for
  improvement. Sincerely, Compass Compliance
  Department 

  Customer Answer

  Date: 07/21/2023

  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:06/18/2023

  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.

  Compass Recovery Group contacted multiple members of my family after being asked not the contact anyone other than me. They also contacted my HR department through my employer and my boss, which they used to threaten me with legal action and garnishing my wages.

  Business Response

  Date: 06/29/2023

  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 1) contacted multiple members of her family after being asked
  not to contact anyone other than Complainant, 2) contacted her company’s HR
  department as well as her boss, and 3) threatened Complainant with legal action
  and wage garnishment.  Compass conducted
  an investigation into this complaint and provides the below response. The record reviewed confirms that collection
  attempts commenced on September 13, 2022 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.  When those attempts failed,
  attempts to confirm or correct location information were made to third parties
  by telephone. Eventually, contact was made with
  the Complainant and a payment plan was agreed upon.  Payments were forthcoming and timely pursuant
  to the plan until payments stopped coming in April.    Collection attempts were made again by
  telephone to the Complainant to re-engage. 
  When those attempts failed, attempts to confirm or correct location
  information were made to third parties by telephone.  There were calls placed to the place of
  employment as well with no prior knowledge that such calls were
  prohibited.  On May 4, 2023, the Complainant
  returned a phone call to Compass, requested that all calls to the place of
  employment cease and that all phone calls to relatives and third parties cease
  and that all phone calls should only be made to her phone number, ending in
  ‘****’.  The account was notated and all
  instructions were followed by Compass from this date forward.  Therefore, Compass denies Complainant’s
  allegation that calls to third parties and the place of employment continued
  after being told that such calls should cease. Unfortunately, during the May 4,
  2023, Compass agent did make statements consistent with Complainant’s allegations
  which greatly deviate from company policy. 
  We thank the Complainant for bringing these concerns to our attention
  and this agent has been disciplined and will receive extensive customer service
  and compliance training and additional monitoring. It should also be noted that upon
  receipt of this complaint, Compass did remove all future payments as a courtesy
  to Complainant.  If Complainant wishes to
  re-engage to settle her debt she may call our offices. Complainant’s desired resolution is
  for no further calls to third parties or her place of employment.  This directive has been in place since her
  initial request on May 4, 2023 and Compass has complied with this request and
  will continue to comply with this request. 
  All communication by telephone is being initiated to the phone number
  ending ‘****’ per Complainant’s instruction.               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 Provided discipline and training to the agent We logged the complaint and tracked the complaint internally per company policy We removed the payments on the account and encourage Complainant to call the office if she wished to reinstate All third party numbers removed – confirmed No calls to place of employment – confirmed All calls only to number ending ‘****’ – confirmed 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 but recognizes an opportunity for
  improvement.  Sincerely, Compass Compliance
  Department 

• Initial Complaint

  Date:05/09/2023

  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.

  After several calls during work hours to myself and family members I spoke with Mike about a charged off debt. During the conversation he implied that he worked for a law firm, threatened legal action and asked about my personal situation as to why I couldn't pay back the debt. I did explain to him that I gotten behind on payments and my work situation had changed. He then asked for that information and at that point I didn't feel comfortable telling him where or how often I am working. He asked about my vehicle information that has nothing to do with this debt and also told me several times that I am in a position to pay off the debt and to quit playing games. He brought up the fact that I have never had a warrant and said he would hate for that to change over this debt. I told him that on that day the most I could pay was $20 and he laughed at it and said they could not take that payment. I asked him what kind of payments they would take he gave me a couple options and I did take the option to pay the settlement for the debt back in 6 months. After agreeing to the payments and giving him my payment information he hung up on me. I did more research on my credit report after getting off the phone and the original debt amount given to me by Compass varied from what the original creditor reported, compass has a higher debt amount by $400. I called back and spoke with a "Supervisor" who used the same tactics as Mike. I explained to him the situation and told him I no longer authorized the charge for them to take out as previously agreed and asked for them to mail a letter to me with an explanation about the debt charge. He kept cutting me off and told me to just check my email and it was there. It is my right to have the letter mailed to me with an explanation. The "supervisor" accused me of having a attitude several times, not once did a raise my voice. He insisted several times for me to contact the original creditor but they have already charged the account off.

  Business Response

  Date: 05/24/2023

  May 24, 2023 RE:      Customer
  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, 1) called during work hours, 2) called family members, 3) that an agent
  implied he was with a law firm and threatened legal action against her, 4) that
  the agent asked her questions about her car and her place of employment, 6)
  that the agent laughed at her when she told him she could pay $20 on the debt,
  7) that “after agreeing to the payments and giving [the agent] my payment
  information [the agent] hung up on [Complainant], 8) that there is a
  discrepancy between the amount being collected by Compass and the amount being
  reported on her credit report, and 9) that when she called Compass back a
  second agent was rude to her and accused her of having an attitude.  Compass conducted an investigation into this
  complaint and provides the below response.    The record reviewed confirms that collection attempts commenced
  on January 31, 2023 with the mailing of the Regulation F Model 1692g notice to
  the address on record for Complainant.  After the 1692g
  notice was mailed to the address of Complainant, collection calls commenced on
  the account.  Agents were not able to get
  in contact with Complainant, so efforts to confirm or correct location
  information by contacting third parties commenced.  The reason for contacting third parties, that
  is to correct or confirm location information, is a legitimate and legal method
  of obtaining information on Complainant. 
  Therefore, under the circumstances there were no issues with Compass
  attempting to contact third party family members.  No contact was actually ever made with any
  family members. On May 1, 2023, Compass did have first contact with
  Complainant.  There was no knowledge at
  this time or anytime thereafter, either verbally from Complainant or in writing
  that this phone call was during business hours for which such calls were
  prohibited.  Therefore, this call was
  placed without issue.  During the May 1, 2023 communication with Complainant,
  the agent did ask her about her vehicle for which she finances as well as her
  work history and attempted to ask her about other debts.  This is an attempt to understand the types of
  bills and expenditures coming in so Compass agent can offer her a payment plan
  that meets her financial situation. 
  There is nothing about this line of questioning that constitutes
  harassment or can be seen as a tactic. 
  This would be a normal business practice to best work with customers on
  arrangements to pay debts that best meet their financial circumstances and
  needs. During the May 1, 2023 communication, the record
  reviewed shows that at no time did the agent imply he worked for a law firm and
  at no time threatened her with legal action. 
  Rather, on at least a handful of occasions the agent properly states
  that he works for a collections agency and that the debt was placed with them
  by a debt buyer for collection purposes. 
  The conversation about judgments and lawsuits came up in the context of
  a discussion on specialized remedies afforded to the owner of the debt in the
  event that payment is not made on the account. 
  Compass is not the owner of the debt, they are a collection agency and
  they do not sue on any accounts.  The
  agent made this very clear in the conversation. The record reviewed confirms that the Complainant
  offered $10 as payment on the account. 
  The agent did not laugh at her, but rather presented her with other
  options and even offered her a “hardship” option to which she eventually agreed
  and provided payment information.  That
  the agent laughed at her is denied; it did not happen. The Complainant states that the agent hung up on her
  after she provided payment information on an option for repayment.  It is unclear if this is an allegation that
  implies poor customer service, but upon the record reviewed the agent took the
  information, provided some additional information regarding timely payment,
  wished her well and terminated the call. 
  The customer service was sound. The Complainant called Compass on May 9, 2023 and
  spoke with a different agent. 
  Complainant identified a discrepancy in the amount claimed due by
  Compass and the amount being reported on her credit report by the original
  creditor.  Compass does not report a
  tradeline, so Complainant was referencing the trade line being reported by the
  original creditor.  Prior to charge-off,
  the original creditor will add penalty interest and late fees to any balance
  due when a customer defaults on their payment obligation.  Complainant’s concerns regarding the
  reporting of her past due debt obligation are best directed to the original
  creditor, which is what the Compass agent on the May 9, 2023 conversation
  instructed her to do.  Since the original
  creditor is still reporting her account, they have an obligation to answer her
  questions regarding reporting regardless of charge-off status.  We can unequivocally state and confirm that
  the debt buyer as well as Compass do not add any charges or interest to the
  balances due and that the balance Compass receives from the original creditor
  is the balance that Compass attempts collections efforts upon.   Lastly, the Complainant alleges that the second agent
  cut her off several times and accused her of having an attitude.  Compass agrees that there is an opportunity
  for improvement here and this agent did receive training.             Complainant requested that all
  post-dated payments be removed on the account. 
  This was completed and the account is now in a cease and desist status.             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 agents handling the account We logged the complaint and tracked the complaint internally per company policy We reviewed account media The account is in a cease and desist status Training was provided to Compass agent 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 but recognizes an opportunity for improvement.  Sincerely, Compass Compliance Department  

• Initial Complaint

  Date:04/19/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a call from a lady named, Sarah, she is stating that I owe $719.00 for a private student loan from 2015. She knew all my information and told me that she could see my credit was good and I paid all my bills on time. So, I told her that I didn’t have a private student loan and I didn’t know anything about it. She said “that’s why we are calling” maybe it slipped your mind since it was 8 years ago. So, I got off the phone with her and called my loan servicer which is ******, they said I had no balance due at all. So I then contact the borrower defense line and they told me to pull up my ******* ******* and it shows my balance as $0 as well. So I called the compass group back and I told her. She said “I will email you the promissory note and it should have already been emailed to you”. I told her I hadn’t received it. She said give me about 30 minutes and I’ll get it to you. After trying to find the so-called lender I supposedly used, I can’t find information on that company either. I just need help finding out how do I have a loan from 8 years ago through a private lender that I know nothing about.

  Business Response

  Date: 05/01/2023

  April 28, 2023 RE:      Customer 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 does not allege
  any violations of any consumer protection laws. 
  Rather, she presents a dispute of the debt owed.      Compass has logged the dispute,
  closed and returned the account to the creditor as a dispute.  Compass will no longer attempt collection
  efforts on this account.  Complainant is
  encouraged to contact the creditor directly regarding her dispute.             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 disputed 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. Sincerely, Compass Compliance
  Department  

  Customer Answer

  Date: 05/02/2023

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

• Initial Complaint

  Date:04/18/2023

  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 agency contacted both my partner, myself, and his mother regarding an apparent debt owed from 2019. We requested that they send us a letter explaining what this supposed debt is from. They said they sent a letter, which was never received. I then received a phone call a month later, today April 18th, regarding the same thing. I stated that we never received anything in the mail and wouldn't be doing anything until we received a letter detailing what the debt was from. The man on the phone, Chris H****** I believe, stated that it was "impossible we didn't get anything in the mail" and that maybe we "threw it away." He then said that this debt would "go through **** County if it didn't get resolved." That felt like an intimidation tactic to try and get us to pay without getting an explanation for what the debt is from. I have also never heard of debts going through the local county government? I believe this company is not following proper collection guidelines because they contacted other people besides the person with the debt, is employing scare tactics to try to get people to pay, and has not provided any explanation in writing when requested.

  Business Response

  Date: 05/01/2023

  April 28, 2023 RE:      Customer 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 1) did not mail the 1692g notice, 2) did not send any additional
  debt information in writing and in the mail upon request, 3) an agent stated the “debt would ‘go through **** County if
  it didn't get resolved’,”  4) Compass
  “contacted other people on the debt besides the person with the debt” and 5)
  employs scare tactics to intimidate people to pay their past due accounts.  Compass conducted an investigation into this
  complaint and provides the below response.    The record reviewed confirms that collection
  attempts commenced on January 31, 2023 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. 
  Therefore, Complainant’s allegation that the 1692g notice was never
  mailed to the address she has now verified in her compliant is denied.  After the 1692g notice was mailed to the
  address of the debtor and Complainant, collection calls commenced on the
  account.  Agents were not able to get in
  contact with the debtor, so efforts to confirm or correct location information
  by contacting third parties commenced. 
  The reason for contacting third parties, that is to correct or confirm
  location information, is a legitimate and legal method of obtaining information
  on the debtor.  Therefore, Complainant’s
  allegation that Compass “contacted other people on the debt besides the person
  with the debt” is denied insofar as this allegation accuses Compass of having
  violated any provision of the FDCPA or any other consumer protection law. Compass did contact and speak with
  the third party Complainant on March 10, 2023. 
  She indicated nothing was received in the mail.  Thereafter on the same day, first contact
  with the debtor was completed and the debtor was offered a 50% settlement offer.  He reiterated that he had not received
  anything in writing in the mail.  His
  address was confirmed and a 50% settlement letter was mailed to the debtor on
  March 10, 2023.  The address confirmed by
  the debtor was the same address on record and the same address used for the
  1692g letter. Compass then did not hear from the
  debtor on the account for over a month despite efforts to contact him.  Therefore, efforts to confirm or correct
  location information were initiated again. 
  On April 18, 2023 Compass again spoke with the Complainant and again she
  stated she did not receive anything in writing in the mail.  The same address was confirmed a second time
  and a third letter was mailed that day to the debtor.  Therefore, upon the record reviewed,
  Complainant’s allegation that Compass did not send anything in writing to the
  address given upon request is denied. This complaint to the Better
  Business Bureau then followed.      Upon review of the phone calls and
  voice messages left by Compass agent “Chris H******”, Compass does recognize an
  opportunity for improvement, namely, Complainant’s allegation that agent stated
  the “debt would ‘go through **** County if it didn't get resolved’”.  The record confirms that the agent did use
  this language which is in direct violation of company policy.  For this, the agent received discipline and was
  trained on proper company policy and customer communication tactics.  However, we do not agree that the tone and
  tenor of the agent’s communication with the consumer or Complainant was intended
  to intimidate or scare and therefore Compass denies this characterization.               Complainant’s
  desired resolution is for an explanation of the charges.  At this time, Compass has mailed three
  letters in writing and has explained the charges over the phone.  Since these attempts to explain the charges
  have thus far not satisfied the consumer or the Complainant, Compass has closed
  and returned this account to the creditor. 
  The consumer and Complainant are encouraged to contact the creditor for
  any further explanation of the charges they require.             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 Provided discipline and training to the agent We logged the complaint and tracked the complaint internally per company policy We closed and returned this account to the creditor client 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 but recognizes an opportunity for
  improvement. Sincerely, Compass Compliance
  Department  

• Initial Complaint

  Date:02/07/2023

  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.

  An unknown number left a voicemail and returned call, and found it was from Compass Recovery Group. I asked to speak with Stephanie (person that left the information); however, she was on the other line. A male (cannot remember his name) stated he can help. So, he asked to verify my name and address which I response to him that I did not feel comfortable to do that since I was victim of identity theft years ago. But, he can provide more detail about this matter then I was willing to confirm my information. Then, he pursuit to asked if I owe a 2016 ******* ******, which I stated why he needs to know that information. He pursuit to tell that he need to verify my information which I continues to asks for more information because I never had any business with this company. Then, he mention a company which I can bare understand what he was saying. After several attempt to the name of the company, he become very upset and did not allow me to talk or ask questions. So, I disconnect the call because if he cannot provide a clear explanation of the supposed company that referred me to them and make threat, we do not have any to talk about. Now, today 02/07/2023, from Stephanie stating that she need to sent a paper to verify employment to my work. She stated that she send several mail and been ignored them, which I told her that I never received anything form this company. She stated that their envelope is blank and some people ignored the letter. Which I told her of course because for me that is soliciting or junk mail. Then, she stated to contact her on my break so we can discuss some information and stop send the paper to my employee. However, she did not provide me with a clear explanations about the paper or either the matter.

  Business Response

  Date: 02/17/2023

  February 14, 2023 RE:      Customer 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, 1) Compass Recovery Group agent asked to verify her identity and when she
  did not, the agent refused to tell her about her personal business matter, 2) the
  agent asked if she owns a 2016 ******* ******, 3) that Complainant has never
  had any business with Compass, 4) that the she hung up on the agent because she
  felt threatened, 5) that another agent on February 7, 2023 stated that she
  would send a verification of employment to her place of employment, 6) that
  Complainant never received the 1692g notice, and 7) that she has no clear
  explanation of the charges.  Compass
  conducted an investigation into this complaint and provides the below
  response.    The record reviewed confirms that
  collection attempts were initiated on November 28, 2022 with the mailing of the
  1692g notice to Complainant’s residence.  As explained to the Complainant on the
  February 7, 2023 call, the 1692g notice comes in a blank envelope so as to not
  indicate to any other third parties that the content of the letter contains
  debt information and was sent in compliance with law.  The 1692g notice explains the charges. Phone calls were then initiated in
  an attempt to collect the debt and a Compass agent did converse with the
  Complainant on January 20, 2023.  During
  the call and as required by law to protect the consumer, the agent properly
  asked the Complainant to provide pieces of identification information.  Complainant refused.  Agent asked if she knew of the creditor
  company and if she owned the car she financed for which the call was in
  reference.  Complainant became vague and
  did not provide the requested information.  At that time, the agent properly explained that he could not continue
  the call if the Complainant would not verify.  As he was explaining this to the Complainant, the Complainant without
  warning hung up and terminated the call.  Complainant claims she felt threatened by this call because she had
  never done any business with Compass and assumed it was a scam.  Compass is a third party company providing
  debt collection services on past due accounts owed to creditor clients.  Compass is not a scam and there was nothing
  about this call that reasonably should have caused the Complainant to feel
  threatened in any way.             Complainant’s
  desired resolution is for an explanation of the charges.  Compass will mail a second 1692g notice to
  her which explains the charges along with the substantiating documents on the
  account for her review.              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 Provided discipline and training to the agent We logged the complaint and tracked the complaint internally per company policy We mailed out a second 1692g notice with corresponding substantiation documentation 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 but recognizes an opportunity for
  improvement. Sincerely, Compass Compliance
  Department 

• Initial Complaint

  Date:02/01/2023

  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 company contacted my job regarding a service with *** that is still very much so active and paid monthly. They claimed it was charged off when asked for the account number the information provided was incorrect but somehow they got a hold of my emails as well as the contact. I spoke with a Rick L****** *** *** **** I explained to him I’m and good standards with *** in that this is obviously a scam. Again somehow he got my information attempted to get $1100 dollars from me threatening legal action. THIS COMPANY IS ONE OF THE BIGGEST SCAMMERS IVE EVER CAME ACROSS

  Business Response

  Date: 02/17/2023

  February 14, 2023 RE:      Customer 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, 1)
  Compass Recovery Group contacted his place of employee, 2) that he does not owe
  the debt, that the account is in fact current, 3) Compass threatened legal
  action, and 4) Compass is a scam.  Compass conducted an investigation into this complaint and provides the
  below response.    The record reviewed confirms that
  collection attempts by phone were initiated and the Complainant did speak with
  a Compass agent on February 1, 2023.  The
  Complainant did dispute the debt verbally on the phone and the agent properly
  notated the disputed account and placed the account into a dispute status with
  a request for information from the creditor client.  The agent properly stated that as soon as
  there was a response from the creditor client, this information would be shared
  with the Complainant.  This call
  terminated without issue. In a second conversation with a
  different Compass agent, the agent improperly made statements that Complainant
  interpreted to mean legal action.  Compass does not bring legal action and does not train its agents to make
  these kinds of statements.  This agent
  did receive discipline and training.   Compass is a third party company
  that provides debt collection services on behalf of its creditor clients to
  whom the debt is owed.  They are not a
  scam. Lastly, calls placed to
  Complainant’s place of employment were placed in compliance with law.  At no time did Complainant state the calls
  were not allowed and at no time did Compass become aware that calls would be
  prohibited.             Complainant’s
  desired resolution is confirm his account is current and not delinquent.  Compass reached out to the creditor client
  and they are unable to confirm.  Therefore, Compass has closed this account and returned it to the
  creditor client.  No further collection
  efforts will be initiated by Compass.               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 Provided discipline and training to the agent  We logged the complaint and tracked the complaint internally per company policy We closed and returned this account to the creditor client 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 but recognizes an opportunity for
  improvement. Sincerely, Compass Compliance
  Department 

• Initial Complaint

  Date:01/24/2023

  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.

  Compass Recovery Group is calling others asking to confirm my location and whereabouts. They state this is a business matter. If this is a business matter they would like to discuss with me they can send me information and if I want to follow up I will. I do not see the need to harass other individuals phishing for my personal information. This company should cease contacting me and anyone else trying to gain information about me by phone as it is harassment. I am not familiar with this company and do not wish to do business with them given how they conduct themselves. They need to stop this harassment

  Business Response

  Date: 02/08/2023

  February 2, 2023 RE:      Customer 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, 1)
  Compass Recovery Group is calling others asking to confirm Complainant’s
  location information and whereabouts, 2) that Compass states this is a business
  matter on voice recorded messages, and 3) generally, that Compass is engaging
  in harassing tactics.  Compass conducted
  an investigation into this complaint and provides the below response.    The record reviewed confirms that collection
  attempts were initiated on January 19, 2023 with the mailing of the 1692g
  notice to Complainant’s residence.  Phone
  calls were then initiated in an attempt to collect the debt and voice messages
  were left for a return phone call, all call activity taking place on January
  24, 2023.  Compass never spoke with
  Complainant or any other third party on this account.  Voice messages were left for a return call,
  indicating the call was regarding an important business matter.  Compass did not engage in harassing behavior
  and only worked this account for one day before receiving the complaint.  Our records show 4 voice messages on several
  different numbers on January 24, 2023, none of which violate consumer
  protection laws.  Compass did not violate
  any consumer protection law.                 Complainant’s
  desired resolution is for no further contact from Compass.  This request is granted.  The account has been properly notated as
  cease and desist and the numbers are blocked.                  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 confirmed the Complainant’s account was in a cease and desist status 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 did not violate any consumer
  protection laws. Sincerely, Compass Compliance
  Department 

• Initial Complaint

  Date:10/04/2022

  Type:Customer Service 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: 10/21/2022

  RE:      Customer 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 on October 4, 2022.  The
  Complainant alleges that Compass has made daily telephone calls to herself as
  well as her family members.  Compass
  conducted an investigation into this complaint and provides the below
  response.   
  The record reviewed confirms that
  collection attempts were initiated on September 13, 2022 with the mailing of
  the 1692g notice to Complainant’s residence.  Less than 5 phone call attempts in total were initiated in an attempt to
  collect the debt and voice messages were left for a return phone call.  Calls were not made daily to the Complainant,
  this allegation is denied.  Complainant
  was in fact never contacted on the telephone leading Compass to contact
  Complainant’s father to confirm or correct location information.  During this conversation, father did correct
  and confirm location information for Compass.  However, Complainant’s father was contacted one additional time after this
  phone call after additional communication attempts with Complainant failed.  This second call attempt was immediately
  terminated by the father.  Calls to third
  parties were not made daily, this allegation is denied.  
              Customer’s
  desired resolution is for no further contact from Compass.  This request is granted.  The account has been properly notated as
  cease and desist and the numbers are blocked.    
  
              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 confirmed the Complainant’s account was in a cease and desist status
  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 hopes this response closes this file
  with the BBB.    
  
  Sincerely,
  
  Compass Compliance
  Department