ComplaintsforDebtBlue

Debt Relief Services

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Initial Complaint
09/09/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been trying to finalize my account with ********************** since the beginning of August 2024.* Reached out to get a final payoff amount for the ******* Rewards Card account including any fees.* Agent provided the amount of $2468.14.* I deposited the funds via an "extra draft boost" which shows up on 8/2/2024. * The legal team had provided the final payoff amount of $2200, which means the additional ****** were the fees remaining.* The account payments of $275 (8/5/2024) and $1925 (8/12/2024) were provided to the Gurstel Law Firm which closed out the respective account.During the time between 8/2/2024 and 9/9/2024 I spoke with multiple agents at DebtBlue not including the original agent who provided me the $2468.14 payoff amount. However, none of the agents ever followed thru with getting the account finalized or having anyone from a finance department contact me. There were also numerous days where it was impossible to get thru on the phones, and the messaging portal (portal.debtblue.com) might as well not exist because they don't seem to even acknowledge any contact thru it. The expectation was that the account would be finalized in August 2024 and no additional interaction between myself and DebtBlue would be required as all the services were complete. However, it is 9/9/2024 and the account is still not finalized, no resolution was completed in a timely fashion, no explanation for the delay, zero returned calls as promised by multiple agents, and worst of all now they have taken service fees for September 2024 totaling $73.11.Fees ($9.85 **************** $23.31 Negotiation Fee, $39.95 CLG and NLLG Monthly Fee)I want to have a full breakdown of the account, an explanation as to why the final amounts quoted to me are different each time I speak with someone (if I was able to that day), and to have all fees for September applied to whatever outstanding fees and to write off anything remaining on the account due to the stress and lack of communication.
Business response
09/13/2024
Thank you for the opportunity to address your concerns, we apologize for the frustration and inconvenience you have experienced. The Client Success Manager reviewed a breakdown of fees and payments related to the ******* Rewards Card account on September 12, 2024. DebtBlue appreciates the feedback you shared as we work to improve the clients experience. Congratulations on completing the program and we wish you continued success in the future. Should you have any other questions or concerns please contact the Client Success Team at ************ or *******************************
Customer response
09/13/2024
While I am unhappy with the overall situation, the company did reach out and provide a breakdown of charges which did explain a few things in where the errors happened on their end.
The issue at hand was compounded by an internal transition of communication platform which caused further delays in responses, missed calls, and failed deliveries of data to their agents. While this issue may have existed, the human element of the interactions that did take place were still lacking when it came to following thru with their comments. I can accept some communication delay due to system issues, but I don't accept the lack of commitment to their promises of "making sure this gets done" or "I will get them to call you". Hopefully my issue is isolated due to compounded circumstances, and that they will improve the process for everyone still in their programs or that may join in the future.
Initial Complaint
08/28/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been trying to contact this company by telephone for more than 2 weeks now. The new and improved portal DOES NOT WORK!!! Im a very frustrated customer. I cant recommend them to anyone. Very disappointing
Business response
08/29/2024
We apologize for the frustration and inconvenience you've faced. Your experience matters deeply to us, and we understand how disappointing it must be when our service falls short of expectations.
At DebtBlue, our priority is to ensure you feel supported and valued, especially during challenging times. We recognize how important it is to have reliable access to your account and timely communication.
Our records show that we first missed your call on August 23rd, with further attempts from you on August 26th and 28th. We understand how this delay has only added to your frustration. Please know that on August 29th, our Client Success Manager made attempts to contact you by phone and text, and we are committed to following up with you again within the next 24 to 48 hours to fully address your concerns.
Were working hard to improve our responsiveness and service, and your feedback is instrumental in helping us get better. If theres anything else you need or if you have additional questions,please dont hesitate to reach out directly to our Client Success Team at ************ or via email at ******************************.
Thank you for your patience and understanding. Were here to support you through this challenging time.
Customer response
08/29/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
08/20/2024
Complaint Type:
Customer Service Issues
Status:
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.
Multiple debtors have issued legal action against me. I have informed them and heard no response.
Business response
08/22/2024
Thank you for the opportunity to address your concerns, we apologize for the frustration and inconvenience you have experienced. We understand that receiving a summons can be stressful. A Client Success Senior representative made contact on August ******* and August 22, 2024, to follow up with you regarding the legal accounts. Thank you for providing DebtBlue with the documents you have received. Fortunately, you signed up for the legal program which will provide guidance through this process. Please expect updates from the negotiations and legal team. Should you have any other questions or concerns, please contact our Client Success Team at ************ or ******************************.
Initial Complaint
08/15/2024
Complaint Type:
Customer Service Issues
Status:
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.
I was searching for a consolidation option to pay off my credit card debt and decided to work with Debt Blue because the up front fees and monthly payments were reasonable. They are regular with collecting their monthly payment but they havent settled a single of my 9 accounts. And yesterday I found that 3 of those accounts have been moved to collections on my credit report. My credit score is deplorable. And to add insult to injury I have been attempting to contact them via email and phone to no avail. I even called the number given to me for the early graduation program and get no response. The bs abt the transition is unacceptable. THIS IS CRIMINAL!!!
Business response
08/19/2024
Thank you for the opportunity to address your concerns, we acknowledge the frustration and inconvenience you have experienced regarding this matter. We understand that this is a stressful time especially as we update our system. DebtBlue is doing everything possible to provide successful results.
A Senior Client Success agent contacted you to review your accounts which include two active settlements and 2 completed settlements. As settlements are completed, the creditor will update your credit report which can improve your credit score.Please know that performance fees are not taken from the escrow account until a settlement has been made, agreed upon and a payment has been made to a creditor.
Sky ***************** our sister company, has been notified to contact you as well. Please expect a call in the next 24 to 72 hours. Should you have any additional questions about your enrolled accounts or active settlement, please do not hesitate to reach out to our Client Success Team at ************ or ******************************.
Initial Complaint
08/01/2024
Complaint Type:
Customer Service Issues
Status:
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.
After making biweekly payments for over two years, I was supposed to have graduated the program end of May. I've had nothing but problems since then and for two months, tons of phone calls, emails, and portal messages, not one person has had the courtesy to respond.I was told I would be receiving a call once my graduation was finalized, along with paperwork to document the settlement, none of which I have received. The portal appears to have the documents posted, but there's no actual link to anything.I also continue to get notifications that they are going to withdraw monies from my account, which should not be occurring.This should be a relief for me, having paid this off. Instead, I'm dealing with the stress of having to continuously call/email/message to try and get someone to show me some courtesy and assure me that this is completed and over, or provide the documentation for my records.I don't know how they can treat people with such utter disregard. Frankly, I'm disgusted. Two months without one single response is beyond inexcusable.
Business response
08/01/2024
Thank you for communicating your concerns and we understand the amount of stress this has created. DebtBlue recently made improvements to their system which has negatively impacted the communication systems. We are receiving a high call volume and are working quickly to grow our team to meet those needs. A Client Success Senior Representative will be in contact today to address your concerns regarding drafts and to give a status on where you are in the graduation process. Congratulations on completing the program! Should you have any additional questions or concerns, please do not hesitate to reach out to our Client Success Team at ************, through the new client portal or ******************************.
Customer response
08/02/2024
I am rejecting this response because: someone left me a voicemail last night saying to disregard automated messages regarding withdrawals to my account because I have already graduated and this morning I wake up to an overdraft notice in my account because they took another payment (2nd time) that they had no business taking. He didn't leave a direct line, so I'm still stuck in the loop of having to play phone tag with these people. I'm beyond fed up and ****** off. I don't need this and their defense about the portal upgrade is BS because my issues began long before that. I want to be done with this!.
Business response
08/02/2024
Thank you for the opportunity to address your concerns, we apologize for the frustration and inconvenience you have experienced. A Client Success Senior Representative has contacted the client to confirm graduation and no future drafts will be taken.Please expect documentation to show that the graduation is complete and a refund to be mailed to the address on file.
Initial Complaint
07/31/2024
Complaint Type:
Product Issues
Status:
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.
I have been trying to call this company for 2 days. I have left voicemails and messages and emails and have not heard back from anyone. They have MY money and I want it back.
Business response
08/01/2024
Thank you for communicating your concerns and we understand that this is a stressful time. At DebtBlue were committed to providing exceptional client service with each and every interaction you have with us. Thank you for your patience as we make critical updates to make this process smoother. A refund request was scheduled for 7/31/2024. Please anticipate the refund to be credited to your account within 2-3 business days. Should you have any additional questions or concerns, please do not hesitate to reach out to our Client Success Team at ************, through the new client portal or ******************************.
Initial Complaint
07/29/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was informed by DebtBlue's negotiating team on April 26, 2024 that since I was removing my last unsettled debt from their program (which I signed a form authorizing), I was now set to graduate from the program. I was told this process could take as long as 30 days. I heard nothing from them for over a month, called back in early ***** was told by the rep I spoke to that the negotiator never started the graduation process, but she assured me we could start it that day. She had me sign another instance of the form authorizing my last creditor to be removed from the program. I called back in early July, was told by THAT rep that the graduation process is ongoing, and that it would be done at the latest by July 10th. I started calling repeatedly after July 10th, but I am now utterly unable to reach anyone on the phone; I sit on hold for a very long period of time. What's more, their new client portal reflects that my monthly autodraft payments into the program have been rescheduled to begin on August 14th, when I am supposed to have already graduated the program. I have also tried sending these specific concerns to DebtBlue via the messaging system on their new client portal (received only a stock response there, nothing addressing my specific concerns) as well as via regular email, but have received no response. Debtblue is currently holding on $546.08 that I was supposed to have gotten back months ago now. I urgently need them to refund the money in my holding account. This "graduation" process should have been completed by the end of May.
Business response
07/30/2024
Thank you for the opportunity to address your concerns, we apologize for the frustration and inconvenience you have experienced. DebtBlue recently made improvements to their system which has caused a delay in the graduation process. All future drafts have been paused on your account since April *******. Your account has been approved for graduation and a supervisor from the Client Success team will contact you in 24 to 72 hours to provide an update. Congratulations on completing the program! Should you have any additional questions or concerns, please do not hesitate to reach out to our Client Success Team at ************ or ******************************.
Business response
07/30/2024
Thank you for the opportunity to address your concerns, we apologize for the frustration and inconvenience you have experienced. DebtBlue recently made improvements to their system which has caused a delay in the graduation process. All future drafts have been paused on your account since April *******. Your account has been approved for graduation and a supervisor from the Client Success team will contact you in 24 to 72 hours to provide an update. Congratulations on completing the program! Should you have any additional questions or concerns, please do not hesitate to reach out to our Client Success Team at ************ or ******************************.
Customer response
08/02/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
07/27/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I hired Debt Blue to negotiate 2 credit cards down to a more manageable payout. They only negotiated 1 and the other (***************** *****) has had no movement on the owed balance, and I just got a summons delivered to my door that ***** is suing me for the full amount. I am paying Debt Blue monthly and the company the use for managing that money to make payments to the cards on my behalf (Forth) takes their monthly FEES and NOTHING has been done on that Chase account that I am being SUED for. Additionally, when I try to get into contact with them about my account it takes forever to reach them. I am always being sent to voicemail or just hung up on. I should not be receiving such HORRIBLE customer service when I'm paying them over 300 dollars a month.
Business response
07/31/2024
Thank you for the opportunity to address your concerns, we understand the amount of stress this can cause. On the positive side, you decided to invest in the legal plan with our NLLG partnership. Once legal documents are uploaded, NLLG is notified and quickly responds regarding the account. While NLLG is working on a settlement, your funds will build in your escrow account with every monthly deposit which will help ensure a successful settlement. DebtBlue will only take a fee once an account has been settled, and the first payment has been made to the creditor. We are committed to collaborating with you throughout the process. A negotiator will contact you to address any questions related to the legal account. Should you have any additional questions or concerns, please do not hesitate to reach out to our Client Success Team at ************ or ******************************.
Initial Complaint
07/27/2024
Complaint Type:
Product Issues
Status:
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.
This is a debt resolution ** which I started July 2020, paying them $1000/ month until June 2024. I have decided this program is not good for me and too **stly! Ac**rding to the **ntract I am free to cancel at any time with zero fee/penalty which I have done by phone and written on 7/22/24! They have $4198.00 of my money in their Escrow. I received an email indicating a supervisor would reach out to me by 7/24 to finalize and arrange to return Escrow $. I have not heard a peep from them and I am unable to reach anyone by phone, no email response! It's clear this is the way they do business when exiting their program! I want my Escrow $ returned immediately!
Business response
07/30/2024
Thank you for the opportunity to address your concerns, we apologize for the frustration and inconvenience you have experienced. The cancellation process requires an audit of the clients file and a call from the retention team. Once this process is complete, funds from your escrow account will be returned to you. A member of the Client Success team reached out on 7/29/24 to follow up with your request. After reviewing your account, I see that ********************** has settled three out of four accounts before cancellation with a savings of 57.5%. While we are sorry to have lost you as a client, we wish you continued success on your journey to financial freedom. Should you have any additional questions or concerns, please do not hesitate to reach out to our Client Success Team at ************ or *******************************
Customer response
07/30/2024
I am rejecting this response because: I have not received my escrow check and will accept only upon receipt!
Business response
07/31/2024
We understand that this has caused some frustration, so a Client Success Senior Representative contacted you on 7/30/2024 to confirm that the cancellation request is complete. Our system shows that a check was sent on 7/29/2024 from the third party, Global Holding, which can take 5 to 10 business days to arrive. This information can also be confirmed with Global by calling ************. Thank you for giving us the opportunity to help you on your journey to financial freedom. We are available to provide assistance should you have any additional questions or concerns.
Initial Complaint
07/26/2024
Complaint Type:
Product Issues
Status:
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.
This company - Debt Blue is being sued by another company for malpractice. this time . I have called this company for the last several weeks and not one person has answered the phone . This vm just goes in loops that they are extremely busy. There is no one picking up ! Hour I waited ! Realized this was just a way of throwing everyone off track that they are having issues I found the email address - got a response from this *********************! And he said he s been calling me for weeks including - Busayo! Well - the email was just this past Monday that I sent them so for them to say they were calling me for weeks is a lie . They would not even have known I was calling cause I didnt ha Be their email address until this past week! And there is another phone # (469) stating I blocked them.. well I get so much spam calls how would I know that is their #?I unblocked the # told them to call - no one called me back -only these texts in their portal showing when my payment is due! I never knew they had this message portal ! I am retaining a lawyer- I want all my money back immediately!and but theyare stalling saying we are trying to reach you! Really? I want my money of 1900 or ******* dollars I payed for very bad /unethical business. iMy debts arent accurate. They put debt in that are over 7 and ****************************** the program for money ! They were already charged off! Closed! I - theyre- opened those accounts! They did not settle gold man and sachs- *****- as they said they would 50 percent ! This should have been done ! I have given them over 2500 in the last 8 months ! They state only 1900! Well-around ********************** there account for what?
Business response
07/26/2024
Thank you for the opportunity to address your concerns, we apologize for the frustration and inconvenience you have experienced. DebtBlue recently made improvements to their system which has negatively impacted the communication systems. We are receiving a high call volume and are working quickly to grow our team to meet those needs. DebtBlues Client Success Manager has contacted the client to discuss her concerns and review the enrolled accounts. We are excited that you have opted to stay in the program. Should you have any additional questions please reach out to our Client Success Team at ************ or ******************************.

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