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:07/29/2025

  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.

  June 10, 2025, my company, ************************** gave specific instructions to cancel the debit service from ACCEPTA, effective July 1st. We also gave specific instructions to their CEO, Mrs. ******** not share or transfer the data/bank files to a third party, in this case ************************ since we were not authorized by the bank account owners to proceed to do so.On July 7, 2025 wew ere informed by one of the account owners, that a debit was made into her account and that she never authorized ************************ to do so. This violates Exhibit A, Article 8 on their contrat, regarding confidential information, and Exhibit C, Article 2, Clients responsabilities authorization. When we spoke with Mrs. ******* she confirmed that the action was made and that she was authorized by someone at **************. Through our lawyers, we requested said document, and up to this date we have not received any answer.

  

  Business Response

  Date: 08/07/2025

  Subject: Response to BBB Complaint #******** ***** ***** / **************** Services
  Submitted by: Accepta, LLC
  
  Dear Better Business Bureau (BBB),
  Accepta,LLC (hereinafter, ACCEPTA) submits this response to the complaint filed by Mr. ***** ***** on behalf of **************************
  We take all client concerns seriously and welcome the opportunity to clarify our position. However, ACCEPTA strongly denies any breach of contract or mishandling of confidential information.
  RESPONSE TO COMPLAINT
  As a matter of background, the *******************************************(Complainant) provides brokerage services for group benefits programs such as medical plans, life insurance, short- and long-term disability insurance, and dental plans.[1] ACCEPTA processed debits to consumer accounts that were part of an employer group benefit program managed by ***********. The transaction data involved in the processing is encrypted; therefore, the information in ACCEPTAs possession is strictly limited.
  Complainant requested ACCEPTA to stop the debits for said program effective on July ******, and ACCEPTA complied with said request. However, the employer group benefit program that used to be managed by *********** was transferred by the employer to a new manager. Therefore, at least since July 1, 2025,*********** had no authority over said employer group benefit program or its participating members, and ACCEPTA was in complete liberty to conduct any transactions with the new manager. The apparent dispute seems to be between Complainant and the new employer group benefit manager that replaced it, not with ACCEPTA. This is demonstrated by the Consumers Desired Resolution (discussed below), which requests information regarding the new employer group benefit manager.    
  With respect to the allegation that ACCEPTA violated the confidentiality provisions of the contract, we must respectfully disagree. As stated above, at least since July 1, 2025, *********** had no authority over said employer group benefit program or its participating members, and ACCEPTA was in complete liberty to conduct any transactions with the new manager. Regarding  the article related to Clients responsibilities authorization (Exhibit C, Article 2), said article clearly places the burden of obtaining and maintaining consumer authorizations on ACCEPTAs clients, meaning the insurance provider. ACCEPTA has complied with its obligations under the agreement and has acted in good faith at all times.
  COMPLAINANTS DESIRED RESOLUTION
  In essence, Complainants claim against ACCEPTA seems to be a proxy fight with a competitor. Its stated desired resolution is for ACCEPTA to provide private information of Complainants competitor.
  Complainant also requests that ACCEPTA delete the data related to the employer group benefit program, but said information is third party information that does not belong to Complainant, and that is necessary for the continued operation of the employer group benefit program and for record keeping requirements applicable to ACCEPTA. As expressed above, Claimant currently has no authority over the employer group benefit program it used to manage and said responsibility lies in the current manager. 
  Having said that, as of at least, August 1, 2025, ACCEPTA  is not processing any transactions related to said employer group benefit program or for the new employer group benefit program manager.          
  In conclusion, the Complainant request has been complied with, to the extent that it is possible. Thus, we are of the opinion that the complaint should be closed since no violation has been committed and ACCEPTA has always acted in good faith.
  We trust that this response provides a complete and accurate overview, and we remain available to cooperate in good faith with all parties involved.
  
  
  
  [1] See, corporate purpose at the Innovas Puerto Rico State Department website: ************************************************************************;

  Customer Answer

  Date: 08/08/2025

   
  Complaint: 23672455
  
  I am rejecting this response because:

  ACCEPTA's response in regard to the claim contradicts their own contratct terms.  The information uploaded into their system complied with the full authorization of the employees, owner of said accounts. The new manager and/or employer do not have the right to change platform adminitrators without the proper signed authorization of the employees who own the accounts. Attached you will find the contrat where it clearly estipulates the rules (Exhibit C, section 2). 

  Not only that, if ACCEPTA was in compliance of this agreement, and the answer provided was correct,  why when ****** was notified of said violation and requested aditonal information, the CEO of ACCEPTA notified the cancelation and reversal of all transactions to the new manager, until the proper authorizations were submited.

  Neither ACCEPTA or the new manager were auhtorize after July 1st to use the information in their system.

  Our request was simple, we will close this complaint, once we received the evicence of who authorize the use of  information in our platform after July 1st.
  
  Sincerely,
  
  ***** *****