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:05/20/2025

  Type:Product 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 extremely disappointed with my experience with this company. I paid for services that were never delivered, and every attempt Ive made to get clarity or a refund has been met with delays, excuses, and poor customer service.I have called multiple timeswell over ************ to cancel my account and request a status on my balance. Each time, I was either put on hold indefinitely, asked to leave a message, or told that someone will call me back, which never happened. Its clear theyre giving me the runaround and not taking responsibility.Under New York law, specifically General Business Law 624, you have the right to cancel certain service contracts, including health club memberships, under specific conditions "If you received a copy of the contract, you have the right to cancel it within three business days without penalty. To do so, you must send a written notice of cancellation to the seller via certified or registered mail or email. The seller is then required to refund any payments made within ten business days of receiving your cancellation notice."I emailed them requesting to cancel my account 5/1 and 5/5 and 5/8 and again 5/19 I made another call.

  Business Response

  Date: 05/23/2025

  Thank you for the opportunity to respond regarding *** ******* *****. We can confirm that an account on *** ****** file was successfully settled. Accounts with larger balances can require more time to resolve due to savings requirements. We have initiated a refund less any services rendered and are happy to have reached a resolution. We wish the client best of luck. 
  

• Initial Complaint

  Date:05/19/2025

  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 had to cancel my account on April 15 with them because I simply couldnt afford it.I filled the form out I was supposed to and sent it back. I was told I would receive my refund within ***** business days. Well its been over 21 days and have not received my refund. I tried to call several times and left messages no response, they also said to use the chat box on their website no response,I emailed multiple times and finally when i threatened to contact BBB And do a compliant they finally responded and told me they would expedite my refund and I would get an email by 4pm yesterday.Well I received nothing regarding my refund. They owe me over $400. I have yet to receive anything!!!! This company is awful!

  Business Response

  Date: 05/23/2025

  We have reached a resolution with this client. 

• Initial Complaint

  Date:05/19/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with Citizens Debt Relief in September of 2020. I gave them permission to assist me to pay off the debt for 3 of my credit cards my Macys card, my Discover card, and my JetBlue Mastercard. They set up with me to make monthly payments of almost $500 a month. I made these payments for years. I made my final payment on May of 2024. I spoke to the company to make sure they will not be taking any more money from my account and to discuss with them that I got a letter saying Macys waived my debt and they didn't need to pay it off. They said they were working on the last account the JetBlue card. The JetBlue card is in collections with Portfolio Recovery and they have been calling me to see if they can settle the payment. This concerned me cause Citizens has all the money to pay off that account but has not. I called Citizens Probably in March to see why they have not paid off the account when they have all the funds. The person on the phone told me that they had told the company I was in a hardship and if they pay it all that doesn't look like I am in hardship. So they were making minimum payments and will make a large payment soon. They continue to make minimum payments and give me the runaround when I call. I can not get in touch with a manager and my credit has a derogatory **** on it stunting me from moving on with my life. I can't get an apartment. I have paid more than the amount owed and with one of the credit cards canceling my debt Citizens would owe me money that they didn't have to pay out. I see they are still taking fees for handling my account and I feel like they are prolonging to steal my money. Is there anything I can do????

  Customer Answer

  Date: 05/20/2025

  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.
  The business has reached out to me and discussed that they are processing for my debt to be paid in full by the end of this week. As nothing is finalized we are going off the honor system that the issue will be resolved. I do feel this complaint was what kick started the motion to resolve. Thank you.

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

  
  

• Initial Complaint

  Date:05/14/2025

  Type:Product 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 enrolled into debt consolidation / resolution with CDR in August 2022 with a promise that my credit would be improved. Almost 3 years later and my credit has dropped more than 100 points and for what? For 1 creditor out of 5 to be settled with and no improvement to my credit? I have been calling and calling but can't get through to a human to cancel my enrollment. The website says total transparency with open communication but yet almost 3 years in and there has been ZERO communication from CDR except when I call to beg for updates. I submitted a cancellation with CDR on 4/29/2025 with a promise that I would have a callback within ***** business hours. I have now been waiting 11 business days for a call back with zero response from CDR other than that "someone will follow up with you" and excuses on why someone hasn't called back. I have left multiple voicemails with no follow-up from CDR. I WANT EXPLANATION AND MY MONEY BACK.

  Business Response

  Date: 05/23/2025

  We are pleased to confirm that five accounts on *** ****** file have been successfully settled. This is a significant step toward her overall financial goals.
  Its important to note that during the debt resolution process, its common to see a temporary dip in credit scores this is all outlined in the clients enrollment agreement. However, as settled accounts are reported and reflected, clients can often see gradual improvement over time. We encourage *** ***** to contact our *************** hotline at ************** for any questions or updates regarding her file. Were here to support her throughout the remainder of the process.
  
  

• Initial Complaint

  Date:05/12/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid citizens debt relief $2,959.29 with NONE of my accounts settled. They then convinced me to enroll in a loan with USA LENDING in April which now I have paid $1,894.64. NONE OF MY ACCOUNTS ARE EVEN SETTLED. Their number for power of attorney is nonworking and I was served papers this morning for court on June 4th being sued for just one of my accounts by ************ I dont know what to do I am at a pure loss here. Its a different person and email everytime and I cant ever reach anyone. Empty promises and nothing has been done in 15 months of me being in their program. I enrolled with less than 10k of debt for custody lawyer fees mines sons birth his surgery and medical bills and starting over after leaving a domestic relationship with my two children. I cant afford another lawyer and Im now tied into yet another debt with the loan when nothing has even been accomplished???? Someone please help me.

  Customer Answer

  Date: 05/20/2025

  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:05/09/2025

  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.

  They promised me if I took out this 9000 dollar loan that my credit issues would get fixed fast and they have literally done since..

  Business Response

  Date: 05/22/2025

  We have reviewed this file and 6/8 of the accounts have been settled. The remaining two accounts require assistance from the client. The client has been unresponsive to our outreach. Client assistance for some creditors is outlined in the enrollment agreement. Please reach out to *************************** so we can complete the program. 

• Initial Complaint

  Date:04/25/2025

  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 for this companies service in January and didnt see any results. I noticed that the money that they were drafting to go into a 3rd party account was continually being drafted by them even though no settlements have been made. I called on Thursday April 17, 2025 to cancel my account and get my funds reimbursed and was told that I would have to wait 72 hours to speak with a supervisor in charge of cancellations. I have called back several times since then, basically daily and am told the same 72 hour story each time, even though by Wednesday the 23rd, 72 hours has long passed. This company is basically refusing to close my account and return my funds. I want my account closed and my money that was deposited returned. I have recorded all the calls I made to them so I have the conversations documented when I have called in.

  Business Response

  Date: 04/28/2025

  This client seems to misunderstand that all program payments are made into the escrow account regardless of if settlements are active. Once Settlements are achieved funds are disbursed appropriately. We have made recent contact with this client and are in the process of closing the account. 

  Customer Answer

  Date: 04/29/2025

  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:

  We totally understand the escrow accounts and how funds are disbursed once settlements occur. The escrow account shows that there are no funds in there. No settlements were reached, so the funds should still be in the escrow account and returned to my personal account that they were drafted from, which has not happened. You also have not been in contact with me. I have reached out to the company several times and have been told each time that a supervisor would contact me to close my account, which has not happened. When will my account be closed and when will my funds be returned? I originally requested the closure on 4-17-2025 and was told that a supervisor would contact me in ****************************************************** resolution  

   

   

   

   

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

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

  Business Response

  Date: 05/12/2025

  We appreciate the opportunity to respond regarding our client.
  *** ***** enrolled in our debt relief program with the intention of resolving his outstanding debts through structured negotiations and settlements. While we regret that he may have experienced dissatisfaction during his time with us, we would like to clarify that the process of securing the first settlements typically takes up to six months, as it involves careful coordination and negotiations with creditors.
  That said, we are currently in the process of refunding all client-held funds, minus the cost of services already rendered in accordance with our agreement.
  We remain committed to transparency and client satisfaction and appreciate your attention to this matter.
  

  Customer Answer

  Date: 05/21/2025

  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:

  [Your Answer Here]

   We understand that the refund is in process but we havent received it yet. It took this company over 30 days to allow me to speak with someone to close my account so I have no idea how long they will take to return my funds or if it will be the correct amount. The only fees should be for the ones already taken by Reliant. 

   

   

   

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

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

• Initial Complaint

  Date:04/22/2025

  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.

  Cancelation of program on 1/30 Requested remaining funds in account to be refunded. I have received partial refund, but still after 55 business days have not received any update as to when I can expect refund. Originally stated to recieve refund with in 30 business days. Every time I call they either ignore my calls, or can't give me a definitive answer as to when to expect refund.

  Customer Answer

  Date: 04/22/2025

  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:04/21/2025

  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 closed my account. Initially paying $300/month. $4,500 total payments to resolve my debt. Over 2 years. Only $1,436 is utilized to pay off debt. $437 in reliant fees and $2,801 in program fees. Dont believe them they will use an excuse and say were not making larger payments on your debt to get you a great settlement offer. Then they charge more through a 3rd party ************ in fees and program fees than they ever use to pay off any of your debt. Its horrible. I was shocked when I found out that over 70% of the money i paid monthly was going to Reliant and program fees. While they were only paying $38 / month on one of closed credit cards while using the rest of my monthly fees to pay themselves. Definitely a scammer. Watch OUT!!!!! Never got any off my money back for over 70% of payments made that all went pay fees. No refund after barely any of my debt was paid and they lined their pockets , read the fine print. They are there to get you trick you. Ive attached thr bill of fees Relisnt was charging me that no customer service person ever told me, every time you call they try to make you comfortable without providing information of exactly where all your money is going. SEE ATTACHMENTS PROVIDED TO ME . This is why I didnt get a refund literally my debt not paid off like such a small amount. My credit score ruined even more cause there not paying off my debt and I got to move in 2 months. *********************. I will also report to Better Business Bureau. What a rip off ??????

  Business Response

  Date: 04/28/2025

  Our records indicate that multiple settlements were made on this account. Payments were sent to several creditors and services were rendered. In order to see the full benefit of the program our clients need to make timely payments and see the program through. This clients NSF'd (Non-Sufficient Funds) multiple times. Additionally, we accommodated the clients request to reduce their monthly payment, however we always advice to avoid this due to the fact that reducing payments increase program length. We have been making multiple attempts to reach the client and address their concerns. The client has been cancelled out of the program and no further drafts will occur. 

• Initial Complaint

  Date:04/08/2025

  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.

  Company has been collecting money since 8/3/2023 every month to pay off debt of which only 10$ has gone to any pay offs. $348.63 is debited from my checking account for each payment. 14 payments have been made. I have been trying to contact this company multiple times with no answer or call backs and no resolution or answer to the multiple multiple emails I have sent. They give no way to contact them through their 800 number and are only given a message that someone will get in touch with me within 48hrs this has absolutely not happened and I have been trying to speak to someone as of 3/28/25.

  Business Response

  Date: 05/02/2025

  We have made multiple attempts to reach out to the client however we have been unable to reach him. Please reach out to *************************** so that we can address your concerns. thanks 

  Customer Answer

  Date: 06/10/2025

  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:
  
  This is in regards to a complaint filed against citizens debt relief bank. Reference #*********  I have tried multiple times to speak with someone to resolve my issue with this business. The only response they will give me is they will email me when my refund is issued. I am not able to speak with a person when I call. It rings and then tells me to leave a message and someone will follow up. This never happens. I was finally able to get a form to cancel my account and have my money refunded back, that was never used to pay any of my debt off besides $10. It has now been well past the timeframe they have stated they would issue me a refund ( 15-20 business days). This company has taken thousands of dollars from me. I believe this is a fraudulent company that is scamming individuals. Please investigate this company and help me get my money back they have stolen. There has to be many people that have been swindled out of money thinking their debt was being paid off. 
  
   
  
  Thank you 
  
  **** ******* 
  
    
  
   
  
   
  
   
  
  In order for the BBB to appropriately process your response, you MUST answer the question above.
  
  
  Sincerely,
  
  **** *******
  
  

  Business Response

  Date: 06/18/2025

  Thank you for the opportunity to respond.
  We have made contact with the client regarding the closure of their account and the refund request. A refund has been instated in accordance with our procedures, and we consider this matter resolved.