ComplaintsforApprisen

• Initial Complaint

  02/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I to a debt management plan with on 2/10/2024. Unfortunately, they were unable to be much help, so I decided to file Chapter 13 bankruptcy and had to have debt counseling. They were on my approved list, so I decided to use them. On 2/13/2024 I went online and tried to sign up for bankruptcy counseling and paid the $25. I'm not sure what it was supposed to look like, but it kept taking me through the info I put in for the debt management plan. I did the chat and they said I didn't have a bankruptcy counseling, only the debt counseling plan. I tried again and reached out to the person who did my debt management plan, he later emailed and said I would have to create another email. At that time the authorization was not showing, so I did not think it charged me (only authorized) and had fallen off and I didn't want to create a new email, so I used another company. Also, I verified, not receipt was sent to my email. I messaged customer service and asked for a refund as I used another company. There was nothing on the site about creating another email, etc . I understand no refunds, but I had to get it done and their site physically would not let me do the counseling. I did try reaching out to resolve the issue. In this case I believe I am due a refund.

  Business response

  02/22/2024

  Thank you for the opportunity to respond to the concerns raised by Ms. ******. As referenced in her comments, Ms. ****** reached out to us to ask that we refund the $25 fee. We completed her refund request on 2/21/2024, which should reflect on her account statement within the next several business days. I have attached a copy of the correspondence sent to the client yesterday afternoon. Please accept our sincere apologies for the apparent malfunction of our online counseling application.

  Customer response

  02/23/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* ******

*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. ↩