Complaints

This profile includes complaints for Citizens Debt Relief LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Citizens Debt Relief LLC

  697 3rd Ave Ste 105 New York, NY 10017-4003

• 

  Citizens Debt Relief LLC

  99 Madison Ave Ste 901 New York, NY 10016-7419

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:07/14/2025

  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.

  I signed up two years ago for this company to help me consolidate my debt. I pay them approximately $300 a month in order to assist since the time I signed up, I have gotten approximately six warrants in debt from the courthouse here in my local town. to date, three deaths have been paid off one of the biggest ones was with my ****************, personal loan and as of last Monday, July 5, **************** where personal loan was located took $6720 out of my checking and savings account combined in order to pay off a debt that was enrolled with citizens debtrelief. they declined responsibility saying that **************** was at fault for not agreeing with a payment arrangement. **************** was aware of the debt relief and stilltook the money because the program did not make payment arrangements with ****************. They still to this they refused to accept responsibility for any wrongdoing on their part. This is what I pay them for every month was to reduce the amount and for **************** to agree on a ************* instead of the debt relief ********************* to work for me they basically worked against me and nearly $7000 was taken out of my account leaving with nothing and they are not accepting any responsibility on their part. Right now in *********** is threatening to garnish my wages because of the same issue. What I am seeking is the difference as to what the settlement was versus what **************** took.

  Business Response

  Date: 07/28/2025

  To Whom It May Concern,

  
  *** ********* enrolled in our program with three accounts. To date, we have successfully negotiated settlements on two of those accounts, with one having been fully completed.
  We understand the concerns raised regarding the **************** account. Our records indicate that our team made multiple attempts to reach *** ********* to discuss the status of this account and explore resolution options. Unfortunately, we were unable to make contact during that time.
  The effectiveness of our program is dependent on creditor cooperation. In this case, **************** proceeded outside of our efforts, which limited our ability to intervene. We have provided *** ********* with a summary of her account and completed the necessary adjustments in line with the services provided to date.
  We remain available to assist with any additional questions and will continue to support *** ********* as needed.
  

  
  

• Initial Complaint

  Date:06/30/2025

  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.

  I signed up with Citizens Debt Relief in November 2023. Since that time they have not assisted me with my debt and I have been taken to court by one of my creditors. I reached out to Citizens several months ago to request my account by cancelled and the money they have collect from me be returned. Each time I call Im given a different excuse and reason for the delay. Im told I need to give them more time or someone will call me back. No one reaches out. I have called and emailed and still now resolution. I want my money returned to me immediately so I can pay my creditors. Citizen has taken over $340 a month from my account since Nov 30, 2023 and have not helped at all. I want my money returned to me and my account cancelled.

  Business Response

  Date: 07/10/2025

  *** ***** enrolled in our program in January 2024. Since enrollment, we have successfully negotiated a settlement on one of his accounts. We also note that there have been multiple non-sufficient fund transactions, which can affect our ability to secure and maintain arrangements with creditors.
  We have been in contact with *** ***** and have initiated the appropriate steps to conclude his participation in the program. Our team is continuing to work with him to ensure the proper adjustments are made and that any remaining matters are handled appropriately.
  We remain available to assist with any outstanding needs and welcome any further communication from *** ***** at his convenience.

• Initial Complaint

  Date:06/27/2025

  Type:Product 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.

  Cancel contract because they are hard to contact my refund was to be put back into my account with in 15 to 21 days it been two an a half months call no answer e mail no respond stay on the phone far 30 or 40 min no one pick up the phon

  Business Response

  Date: 07/10/2025

  We regret any inconvenience *** ******** may have experienced and understand the importance of timely and clear communication. Our goal is always to provide a responsive and supportive experience. 
  *** ******** enrolled in our program in September of last year. Since then, we have negotiated and reached settlements on two of his enrolled accounts. We understand *** ********* concerns regarding delays in communication. Our team has been in contact with him to finalize the closure of his file and ensure all appropriate account adjustments are being processed accordingly.
  We remain committed to completing this process and ensuring all final steps are handled properly and deem this matter resolved

  Customer Answer

  Date: 07/10/2025

  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 and the matter has been resolved.
  
  Talk to a respective was told refund will in my account Friday the 11 hoping it will if not was told to call back Monday I have been doing that far a while hope can end it this Friday if not contact the BBB back
  
   
  
  

• Initial Complaint

  Date:06/23/2025

  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.

  We signed up for this debt relief some time ago and were told after we made a certain amount of payments, they'd have our debt paid off within 90 days. It has been 100 days since we made that final payment to them on March 13, 2025, and nothing has been paid off. They have continued to withdrawal money from my bank account every other week and have done nothing with my creditors to pay off my debt.I have tried to call several times and my husband has tried to call. We wait on hold for several minutes and then hear a message that they can't take our call and we should leave a message. We never get a call back. ************

  Business Response

  Date: 07/07/2025

  We appreciate the opportunity to respond to *** ******** concerns and regret any frustration she and her husband may have experienced while trying to reach us. Clear and timely communication is a priority for us, and we are reviewing her feedback internally to ensure continued improvements in client support.
  *** ******* enrolled in the Citizens Debt Relief program toward the end of 2024. Since joining, the accounts enrolled in the program have progressed to a point where they are in a more favorable position for resolution through negotiationan important milestone in the debt resolution process.
  
  Additionally, we are pleased to share that *** ******* was recently approved for our Early Graduation Program, which accelerates the settlement and completion timeline. This enhancement shortens the anticipated program duration to approximately 90 days from the date of approval and allows for faster resolution of the enrolled debt.
  
  We are currently in active communication with *** ******* and have addressed her program status, including next steps and expectations under the early graduation terms. Based on our recent interactions and the actions already underway, we believe this matter has been addressed appropriately and consider the concerns resolved.
  
  We remain committed to ensuring *** ******** success in the program and are available for any further clarification she may need.

  Customer Answer

  Date: 07/08/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******** *******
  
  
  
   
  
  

• Initial Complaint

  Date:06/20/2025

  Type:Sales and Advertising 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.

  Currently enrolled in a debt relief program with Citizens debt relief. They had successfully negotiated one debt settlement and when I approved the settlement, they allowed it to expire and stated that I never responded. I forwarded them my confirmation to which they then stated that because I stopped making payments after getting no response and asking for an accounting of the escrow fund; that they couldnt move forward with any settlements. I have called in multiple times asking for an accounting of the funds that I have paid which is approximately $6234 but the escrow account shows a zero balance and the funds being immediately withdrawn. I have emailed and called in to be provided an accounting of what was done with those funds and asked to call back to get that ************* accounting has been provided nor have I received a call to go over the details of where that money is located. As such and considering that the one account that they did get a successful negotiating was not accepted when I gave the approval to do so, and there has been very little discourse with me or any other creditor; Id like a full refund due to lack of *************** is sad that I can get calls to make a payment but I cannot get a call or email returned to know what has occurred with the funds I did transfer.

  Business Response

  Date: 07/02/2025

  We appreciate the opportunity to respond to *** ******** concerns and regret any frustration he has experienced.
  *** ******* enrolled in the Citizens Debt Relief program in May 2024 with approximately $80,000 in unsecured debt across three accounts. As outlined in the enrollment agreement, the program is designed to run over 60 months, allowing for funds to accumulate and settlements to be negotiated with creditors.
  
  Citizens successfully negotiated a settlement with one of *** ******** enrolled creditors early in the program. Unfortunately, due to eight consecutive months of non-payment, there were insufficient funds in the dedicated account to complete or maintain the settlement terms. Throughout this time, our team made several attempts to reach *** ******* to confirm his intent to continue with the program.
  
  
  We are now in direct contact with *** ******* and are proceeding with the necessary steps to close his file and ensure that any remaining balance is released in alignment with program terms and his request.
  
  Citizens remains committed to addressing *** ******** concerns thoroughly and maintaining open lines of communication to bring this matter to a close.
  
  

  Customer Answer

  Date: 07/07/2025

  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 have not been contacted regarding any refund or given any itemizated documentation of where the funds went as they were immediately taken from the escrow account when I was allowing the *** to occur. I have been requesting that this for months via email and calls only to be told that I would get a return call with that information.

   

  The only calls or messages I have received have been to let me know that my *** did not go through as I stated I would not continue without additional information.

   

  Furthermore, when one loan was successfully negotiated, I gave the approval for that negotiation. Citizens stated that they did not receive my approval even though I responded by email and call to move forward with it. Because they did not accept the settlement, Citizens lost that negotiated settlement. 
  

  This is why I requested an accounting of funds. To this date, I have not received an email or call and thus requested an accounting and refund.

   

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

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

  Customer Answer

  Date: 07/17/2025

  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:

   

  The ledger provided is again exactly what I am describing and the most troubling portion of this experience. It shows that Citizens has systematically removed all funds from the escrow account each time a deposit has been made and moved it somewhere else without accounting for the whereabouts. I have asked for documentation as to where Citizens, as the fiduciary on the escrow account, has placed those funds as they have zeroed out the balance every time I put money in. If no settlements have been approved, then why has money been taken out of the escrow account. If as they are now saying one account shows a pending settlement, where did those funds go and how was it applied.

   

  Their response by showing the escrow account is exactly the issue. Where did the money go? Please provide documentation or receipts as to where the more than $6K went. 

   

   

   

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

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

  Customer Answer

  Date: 07/31/2025

  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 and the matter has a pending resolution.

  We have been able to come to an agreement for Citizens to complete the work on the account that was settled with the lender. I was informed that this process would take 1-2 months to be finalized. Should Citizens follow through which their promised actions, the matter will be full resolved. 

   

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

  
  

• Initial Complaint

  Date:06/06/2025

  Type:Product 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 signed up as a client with Citizens Debt Relief in January of 2024 after having received a cold-call from them. After over a year of being with them, I determined it was no longer a good fit for various reasons, including a lack of customer support and lack of transparency as to use of funds/funds remaining. I cancelled my account via their protocol (cancellation form via email) and was told I would receive my refund (Total deposit of $2239.89, less "Reliant fees" and CDR fees) which was approximately $1663.00 USD. This is an approximation as getting in touch with CDR human representatives is rather impossible. I was notified that I was put on a "disbursement list" and have yet to receive a refund. Additionally, I have been told that the disbursement date is subject to change ( which it has twice already) due to the unreliability of "Reliant", their payment processor. I am presently unable to get in touch with anyone to determine the status of the refund, currently over 60 days from the date of cancellation. Resolution is simply the issuing and disbursement of my refund.

  Business Response

  Date: 06/18/2025

  *** ****** enrolled in the Citizens Debt Relief program in January 2024 to resolve six unsecured debt accounts over a structured 36-month term. At this stage, he is approximately halfway through the expected program timeline. We have already successfully negotiated and settled three of his six accounts, which is consistent with the progress expected at this point in the program. The remaining accounts have been expedited for negotiation in alignment with his original resolution goals.
  
  Its important to note that *** ****** has not made any deposits into his dedicated program account in 2025. His last recorded deposit was made in 2024. Without consistent funding, the programs ability to actively negotiate and settle remaining accounts becomes significantly limited.
  
  We have made multiple efforts to get in contact with *** ****** to address his concerns, provide updates, and discuss the status of his program. Unfortunately, we have not been successful in reaching him. We encourage *** ****** to return our outreach attempts so we may assist him further and clarify any remaining concerns.
  
  We remain committed to helping our clients achieve their financial goals and welcome the opportunity to resolve this matter directly.

  Customer Answer

  Date: 06/18/2025

  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:

  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:
  
  The response from the business is insufficient, as it is not accurate and overlooks key information. At this point in time, I have only received word and confirmed that (2) of the accounts had been negotiated with terms agreed upon by me, not (3). If a 3rd settlement negotiation was approved, then it was without done so without my consent. There was absolutely no communication about a 3rd negotiation and settlement.

  
  Additionally, I contacted the business several times over to explain and express my concerns about making deposits, considering that no one was able to provide me insight as to the status of my account. That was the entire reason behind the pause in deposits in 2025. 

  
  Also, the response overlooks the fact that I have already submitted my cancellation form, as per their protocol and was instructed that a refund is due and in process for disbursement to me. The response reads as though I am still enrolled in their program, which, as per the above, I am not. Additionally, there have been no recorded attempts by the business to contact me on my end, via phone call and voice mail, text or email. 

  
  As it is confirmed that my enrollment in the program has been cancelled and I have already received notification that I am due for a refund, it does not appear that there is anything to pursue regarding negotiation of settlement accounts going forward, as the enrollment is cancelled.
  
  The response from the business remains unsatisfactory.

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

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

  Business Response

  Date: 07/22/2025

  This matter has been closed out. Thanks for your understanding. The clients requests have been managed. 

  Customer Answer

  Date: 07/23/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* ******
  
  
  
   
  
  

• Initial Complaint

  Date:06/03/2025

  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.

  I am writing to file a formal complaint against Citizens Debt Relief LLC regarding their misleading practices and the significant financial and emotional distress they have caused **** enrolled in their debt consolidation program in June 2024, based on the recommendation of my mother, who was already a participant. Following their instructions, I ceased making payments to two of my creditors and began paying a monthly fee to Citizens Debt Relief LLC, under the assurance that they would negotiate a settlement on my behalf.The second phase of their program involves applying for a loan to fund the settlement. However, after seeing my mother go through this phase, I became alarmed. She was approved for a predatory loan with unfavorable terms and was then sued by one of her creditors despite being in the program. Her bank accounts were frozen, causing immense hardship and ***********, I have received a letter from one of my creditors indicating that they intend to sue me. This is extremely distressing and was never properly explained as a likely risk when I joined the program.I believe this company has engaged in deceptive practices by failing to properly disclose:- The risk of legal action by creditors even while in the program - The potentially predatory nature of the loan involved in the settlement phase - The fact that simply stopping payments could lead to account freezes and lawsuits I am requesting the following:- Immediate review and intervention by your office - A formal investigation into the business practices of this company - Assistance in protecting myself from further financial harm and potential legal consequences I am happy to provide documentation and copies of all communications and agreements.Sincerely,****** ******* *********************** ************

  Business Response

  Date: 06/17/2025

  Thank you for the opportunity to respond to the concerns shared by *** ******** We sincerely regret any emotional and financial distress she has experienced and want to reassure her that her progress in the program remains on track, with her graduation timeline unchanged. We have expedited the review of her file to ensure any issues are addressed promptly. While our program does inform clients of potential creditor actions, we understand that the reality of receiving a legal notice can be alarming, and we are committed to supporting *** ******* through this process. Regarding concerns about the loan phase, we want to clarify that loan options are entirely optional and never required, and clients are under no obligation to accept terms that don't serve their best interest. We also acknowledge *** ******** feedback about program transparency and will continue to improve our communication to ensure clients are fully informed at every step. We remain in active contact with *** ******* and are committed to providing her with the highest level of support as she moves toward financial resolution.
  
  

• Initial Complaint

  Date:06/03/2025

  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.

  I signed a contract with Citizen's Debt Relief, LLC on 7/24/2024. ACH withdrawals were made as from my account over the next 8 months, to be held by ************ (RAM) . The total amount drafted from my account was $ ******** The last draft was on 3/20/2025. The contract states in the ************************ Agreement. Item 6. Dedicated Savings Account: "Client shall maintain direct and absolute control and ownership over the account. Only Client shall be able to withdraw funds from this account, and he/she must directly authorize Any and All settlements before Any funds are transferred to his/her creditors. After demanding Access to my Savings account login information on 3/26/2025. I submitted the cancellation of my contract via e-mail 3/26/2025, Chat box on the website for CDR and via telephone. I revoked all powers of attorney. I was told I would receive a call back within 48 to 72 business hours from a supervisor to discuss my account. I never received the call. At the end of 80 I called back and was again told I would receive a call within 48 to 72 business hours a second time. I also had the operations manager with ************ close my account which should have had a balance of $5,489.89 and instead had a Zero balance due to the monthly withdrawals by *** without my knowledge, without payments to my creditors or without negations on my behalf. I cancelled the contract for breach of contract. The refund that I should receive total is $5,489.98 less the partial payment received of $2,994.47 for a total still unpaid of $ ********. In addition, my funds were used interest free for unknown purposes by Citizens Debt Relief, and I was further injured by the lack of the use of my own monies to negotiate my debts. ************. I am submitting documentation of this claim for your review.

  Business Response

  Date: 06/13/2025

  We appreciate the opportunity to respond to the complaint submitted by *** ***** *********.
  *** ********* enrolled in the Citizens Debt Relief program to resolve $45,562  in unsecured debt across three accounts over a period of 36 months. In accordance with the terms of her enrollment agreement, Citizens successfully negotiated and settled one of the enrolled debts shortly after the account entered charge-off status, demonstrating early progress in the program.
  Despite the progress made, *** ********* elected to cancel her participation in the program prematurely at month 8. Upon her request for cancellation, Citizens honored her decision and issued a full refund of all remaining funds held in her Dedicated Account, less the fees associated with the services that had already been rendered.
  While we regret that *** ********* is dissatisfied with her experience, Citizens Debt Relief fulfilled its obligations as outlined in the signed enrollment agreement. Given that the client was refunded,  we consider this matter resolved and closed.
  We remain committed to transparency and accountability in supporting all clients throughout their debt resolution journey.

  Customer Answer

  Date: 06/20/2025

  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:
  
  ***** ********* has submitted a formal complaint regarding her experience with Citizens Debt Relief, LLC. The key points of her complaint are as follows:
  Enrollment Details: *** ********* enrolled with Citizens Debt Relief on July 24, 2024, to manage $77,613 in unsecured debts. She agreed to a 72-month plan with monthly withdrawals starting at $819.42. Total ACH Drafts from *** ********* $5,617.49.
  Unauthorized Withdrawals: Citizens Debt Relief made unauthorized withdrawals from *** *********'s account for "Program Related Payments to Discover" however, “Discover” never received these five payments of $4,266.20. During the contract, no settlements or negotiation took place with her creditors, which consistently showed “Payment Pending” on all Statements for all creditor accounts, received at the request of ***** *********, resulting in significant financial loss.
  Lack of Communication: Despite repeated attempts to contact Citizens Debt Relief for updates, *** ********* received vague responses indicating "Settlement Pending," with no actual negotiations taking place with her creditors.
  Cancellation of Services: Upon discovering fraudulent activities, *** ********* cancelled her account on March 26, 2025, based on Breach of Contract retro to 10/09/2024 and revoked all representation authority in writing, verbally via phone call and through Citizens online “CHAT BOX “However, she encountered further issues, including the unauthorized reopening of her account.
  Refund Request: *** ********* is seeking a refund of $2,495.42 from Citizens Debt Relief, asserting that no fees were earned for any negotiations and that her funds were misused.
  Please note the Reliant Account Management Ledger and Response from ******* ****** Senior Corporate Counsel.
  The “Client” Dashboard with Reliant Account Management does not provide “Payment” details or recipient. Only the “Reliant Ledger” (internal document) includes transaction details for “Description and Payment Recipient.”
  
  The remaining question is:
  1. Why did Citizen’s Debt Relief on 3/31/2025, five days after receiving notification of cancellation of contract in writing and verbally attempt to settle Citi Simplicity with ******** *** * ***** (Primary account specialist, Devante Navarro) without the notification or consent of ***** *********, agree to settlement that required Citizens Debt Relief to re-open the account and advance $150.00 ***** *********’s savings fund?
  2. What was the purpose of the drafts totaling $5,489.89 from ***** *********'s Reliant savings account, issued by Citizens Debt Relief as a “Fee Payment to DISCOVER CARD” per the ledger entries, resulting in a zero balance of the savings account, when upon their own admittance of settlements as per their attached response report,“Discover Card payments and fees were not listed. The only payment made in attempt to settle the account of their client was for Citi Simplicity in the amount of $140.00? on 4/2/2025 after ***** *********’s contract cancellation on 3/26/2025 for Breach of Contract, retro to 10/09/2024 for unauthorized withdrawals.
  
  ***** *********
  
  Documents attached for review of claim:
  Exhibits (A & B) Citizen’s Debt Relief contract pages with ***** *********-2 and 3
  Exhibit (C) Citizens Debt Relief contract page 4
  Exhibit (D) Notice of Contract Cancellation: Da.) 3/26/2025 email notification to:************************************** *************************** * *************************.                
                                                                                                   Db.) 3/28/2025 email confirmation of receipt status from: *************************  “Account will remain in hold status until additional instruction is received by a representative within 48 to 72 business hours. (6 to 9 days)
  
  Dc.)  3/27/2025 Citizens “CHAT BOX”
  transcription confirming cancellation of contract effective 3/26/2025, and that “NO offers or negotiations would be recognized or honored after cancellation.” While on a call, requesting “RAM” login credentials with Drew Giacalone, the Account Customer Service Rep, Cancellation of contract was also confirmed.
                                                                                                  Dd.) Notification of Cancellation received 96+ hours after initial cancellation by email. Signed 4/17/2025 stating retro cancellation to 10/09/2025 for Breach of Contract
  Exhibit (E) Citizens Debt Relief providing requested “RAM “login information for Reliant Account Management.
  Exhibit (F) Response by Reliant Account Management, Senior Corporate Counsel, regarding conversation with Citizens Debt Relief.
  Exhibit (G) Citizens Debt Relief “Account Breakdown 4/16/2025
  Exhibits(H) 3/27/2025 Reliant Account Summary –Ha.) Account Status – “On Hold” Account Balance Zero.    
                                                                                                                     Hb.) Internal Reliant Account Ledger provided by **** ******* (Operations Manager)
                                                                                                                     Hc.) Download from Reliant Account Management with account settlement details for all accounts.
  Exhibit I) I removed Discover Credit Card from Citizens Debt Relief upon my negotiations to settle the account on 2/26/2025.
  I removed Discover Personal Loan from Citizens Debt Relief upon my negotiations to settle the account on 1/22/2025.
  I removed Suncoast Visa from Citizens Debt Relief upon my negotiations to settle the account on 2/25/2025. All account removals are reflected in the adjusted monthly ach Draft to my saving with RAM effective 2/26/2025 email.
  Exhibit J.) Citi Simplicity Card was offered by the Creditor for settlement on 11/05/2024 with email forwarding to Citizens Debt Relief 11/9/25 with attachment.
  
  
   
  
   
  
   
  
   
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  
  
  Sincerely,
  
  ***** *********
  

• Initial Complaint

  Date:06/02/2025

  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.

  To Whom It May Concern,I am writing to file a formal complaint against Citizens Debt Relief LLC (address: ***************************** Ste. **********************) for deceptive and harmful practices that have resulted in serious financial and emotional distress.I enrolled in their debt relief program on October 10, 2023, in good faith and followed their guidance by stopping payments to my creditors and paying monthly fees to Citizens Debt Relief LLC. I was later encouraged to take out a loan for the settlement process. Unfortunately, the loan I received had predatory terms, which I did not fully understand at the time.Worse, several of my creditors sold my debt and the new company sued me. My bank accounts and even accounts linked to me were frozen, which caused me serious financial hardship, stress, and anxiety. At no point did anyone from Citizens Debt Relief LLC adequately warn me of this risk, nor did they take appropriate action to assist me when this occurred.I am requesting that your office:Investigate the practices of Citizens Debt Relief LLC for deceptive business conduct Help me pursue restitution for the financial harm and stress this has caused Prevent others from experiencing similar harm under this companys program I am prepared to submit documentation, including agreements, payment history, and communications with the company.Sincerely,****** ******* ************** *********************

  Business Response

  Date: 06/12/2025

  We have made contact with this client and resolved her concerns. There was a lending club account that was never enrolled into our program that was defaulted on resulting on a bank account freeze. We are working on assisting this client on the matter even though it was not enrolled in the program. Thank you for your consideration. 

• Initial Complaint

  Date:05/27/2025

  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.

  So I worked with citizen debt relief as the credit card debt got out of hand with home improvement projects. It was a bit of a sales pitch to begin and the terms and program itself were not well documented. I understood the risk to the credit score, but the fee structure and the payoff process were not well disclosed at all. The settlements overall were not very different than the debt owed and the solution after I graduated from the program was to take out a high interest personal loan to cover what I believed to be the remaining amount. I was actually okay with that until several months ago I was served with a wage garnishment because there was no money left on the service to pay the remaining balances on the agreed terms. They did send an email notification, but failed to ever reach out via phone. I find out the reason it wasnt covered were the ****** in program fees for settlements that were roughly ****** less than the original balance. I have tried to contact them for the last 2 months and received 1 callback with no number to contact again and have sent multiple emails and left multiple voicemails. This company is there to help people who are drowning in debt instead they take more fees and stick you with a personal loan with interest higher than the credit cards.

  Business Response

  Date: 06/18/2025

  Thank you for the opportunity to respond.
  *** *********** enrolled in the Citizens Debt Relief program with approximately $80,000 in unsecured debt. We are pleased to confirm that all accounts enrolled in the program have been successfully negotiated, settled, and satisfied. *** *********** has completed the program in full.
  
  We regret that he feels dissatisfied with aspects of his experience and apologize for any communication challenges he may have encountered. Please note that any questions related to post-program financing or loan servicing should be directed to his third-party loan provider, as those matters fall outside the scope of our services.
  
  We remain committed to helping individuals achieve financial stability and appreciate the opportunity to assist *** *********** throughout the duration of his program.

  Customer Answer

  Date: 07/01/2025

  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 have attempted to reach out to the credit center to have them release me from the agreement so I can negotiate with the loan company to resolve the outstanding balance and garnishment. They have to release me before I can even talk to them. They do not tell you when you enter the program you will end up taking out a loan at ********************** and it doesn't cover the remaining portion of the debt...oh and there are 2000 in fees from settlements that were the same as your original debt. I'm sure this is an option for people in certain situations but you better have all your facts before entering in. It will cost you more than directly negotiating with the banks and credit agencies .

   

   

   

   

   

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

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

  Business Response

  Date: 07/10/2025

  To Whom It May Concern,
  *** *********** has successfully completed his enrollment in our program. All appropriate steps have been taken on our end to ensure he is able to communicate directly with his creditors going forward.
  If there is a specific party or contact requiring additional documentation, *** *********** is welcome to have them reach out to our ************************** at ***************************************************. We are happy to assist with any further requests to support a smooth transition.