Century Support Services

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
It is getting crazy, because they are repeating the same message word for word over and over again. We are getting no where. When I signed an agreement with Clear One I was told several times that I would not pay a fee to the settlement company until all my debts were completed and paid off. Upon receiving a settlement offer from Kohl’s, I said yes I accept. They then instructed me to pay the money to Kohl's as well as to them for their part in handling just that debt. Which was 600.00 the same day kohl's would be paid. This directly goes against what I was told more than once. I was also told that my creditors had been sent letters. This was not the case. It was much later than what I was told per my creditor’s remarks to me... I was told the process would go a certain way and ZI understood. It has not gone that way at all...  Regards,
Regards,
[redacted]s

With my current school schedule and recent circumstances, I am unable to work. Therefore, I cannot continue with this program. All I want is the account closed and the money refunded. Case closed.

To whom it may concern, From our thorough review of Ms. [redacted]’s account we can see that she originally contacted [redacted] Debt Relief to seek out options for handling her debt. [redacted] Debt Relief is an affiliate of Century. In August, she signed our Century Support Services debt settlement...

contract. Up to the point of cancellation Ms. [redacted] was on track to have a very successful debt settlement program. We were able to enter her into her first settlement arrangement less than a month after she joined. The settlement was negotiated so that it could be paid over 8 months and Century allowed for our settlement fees associated with that account to be collected over 4 months. Century’s fees are based on the original balance of each debt at the time of enrollment. These fees are clearly disclosed and described within the contract. Century earns the right to collect the full fee associated with a settlement when the first payment is remitted to the creditor. In order to secure a beneficial settlement of a Debt for a client, we may elect to spread our fee over time. To Ms. [redacted]’s benefit this is the way the fees were structured on her settlement. Upon Ms. [redacted]’s request to cancel, Century collected the remaining fees that were owed on the settlement that was negotiated on her behalf and requested a return of the remaining funds left in her reserve account with [redacted] Financial. As per the ledger at [redacted] those funds were returned to her on January 28th of 2017. Thank you, Sameka G[redacted] Senior Director of Client Services Century Support Services Website: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I have attached one of the recorded conversations I had with the company on 11/12/15, which will verify my cause for complaint. They were dishonest and mishandled my money. They contradict everything they say in this phone call.  The last email communication I had was on 12/15/15. I do not trust this company and only want to communicate via email so I have it all on record. The few times I've spoken to them on the phone, they pass me around to "supervisors" and tell me a different story every time with no interest in admitting their wrong doing or offer any attempt to resolve this.  I've had several other recorded phone calls on my phone through out my time in the program, and unfortunately that phone crashed and there was no way to recover the recordings. I know that the company has my recorded conversation with [redacted] around March 16, 2015 when I authorized her to take an additional payment out of my bank account to pay off one creditor. The reason I know this phone call was recorded, was because she had to ask my permission to record the call before they could authorize the additional payment. In that call, Ms. [redacted] tells me that everything but 3 accounts have been paid off.  I am not ending this dispute and will continue to fight until I receive what I was promised.

Since the date we received the Complaint, Century has been attempting to reach Ms. [redacted] ([redacted]) by both telephone and email.  She has blocked our calls and has not returned our email messages.   Century refunded to Ms. [redacted] ([redacted]) at her program cancellation, the full amount of $1128.25.   There is nothing more to be refunded to her.  As for the other items in the Complaint, Century can only reiterate that we are a debt settlement and not a debt consolidation company.  We did not represent that we would lower her interest rates and consolidate her debts with her creditors.  We contracted to negotiate settlements of her debts with her enrolled creditors.  We welcome Ms. [redacted] ([redacted]) to contact us to discuss further.    Regards, Sameka G[redacted] Senior Director of Client Services Century Support Services

We had an opportunity to speak with Mr. [redacted] on Thursday, August 4th. After listening to the issues that have transpired and offering our apologies for any hardship he has incurred, we have agreed to refund all settlement fees that have been collected to date.  At this point Mr. [redacted] can still...

see that there is value in our program and as such, he will continue with the settlement program. The fees will be waived  for all negotiated settlements on his remaining accounts.   Sameka G[redacted]Senior Director of Client Services Century1061 Main Street, Banco Business ParkNorth Huntingdon, PA 15642Phone: ###-###-####Fax: ###-###-####Email: [redacted]Website: www.centuryss.com

Sameka, with CNI, was extremely helpful. She did exactly as I had requested and restructured the settlement. Also, she addressed the concerns of non-returned voice mails and emails, and ensured she will address those internally. Thank you very much for the quick assistance in the matter.

As the Director of Lifecyde Marketing, I’m one of the executives responsible for our brand and reputation. I am afresh set of eyes to the complaint from Ms. [redacted] and to the history behind it. I have spent quite a bit oftime reviewing the information and speaking with our team about it. Below I have listed some of the key facts andmilestones that I have collected:1. 03/25/2014 - Ms. [redacted] joined the debt settlement program2. 04/01/2014 - First draft payment made to reserve account of $125.003. 04/09/2014— First settlement (via term payments) initiated on T-Mobile account for $1458.004. 12/22/2014— Second term payment settlement initiated on GECRB account for $840.005. 3/16/2015 - Call and verbal recorded approval to draft additional funds and enter dient into third termsettlement on [redacted] account for $225.866. 4/27/2015 — Ms. [redacted] called to cancel. Several supervisors/managers tried to work with her to keep herenrolled. Our team explained to her that if she cancelled, her program would cease and the 2 term paysshe was working on would go null and void and that the amount paid on those settlements thus far wouldbe applied towards the accounts balances in full. We collected the remaining funds in her reserve of$18.64 and applied them to outstanding fees that we were owed for settlements initiated on heraccounts. There were remaining fees that we did not collect and have written off.7. As per her contract, the fees on each account are owed in full at the time the first payment is remitted ona settlement. In order to allow for faster settlements we often choose to split our fees over multiplepayments during the length of a settlement. This is explicitly beneficial to our dients.8. 10/6/2015 — Ms. [redacted] called to inform that [redacted] account was still being collected on and that shethought it was paid. It was explained that because of the term pay status on this settlement when theprogram was cancelled, the payments made towards this account were applied towards the balance infull and the settlement was not completed.9. 11/19/2015 — Ms. [redacted] turned to the Revdex.com with her first complaints.10. 11/20/2015 — 2/23/2016 - Several attempts were made both via phone and email to come to asatisfactory resolution. As of July of 2016, a resolution has not been agreed to.Based on these facts, our team would like to make a good faith offer to Ms. [redacted] to resolve this complaint. Ouroffer includes:• The Century team will work with [redacted] to settle the debt at no additional cost to Ms. [redacted].• The agreed upon amount to completely settle the [redacted] debt will be paid in full by Century at noadditional cost to Ms. [redacted].• If the debt is currently in dispute with the creditor, the dispute will need to be removed by Ms. [redacted] inorder for Century to complete and pay the settlement amount in full.With this offer accepted and in place, we would ask that Ms. [redacted]’s complaint be satisfactorily resolved on theRevdex.com site. We would also need a release signed by Ms. [redacted].Please let us know if there are any questions and if we need to provide further details to this resolution offer.Thank you for your time and consideration in this matter.Sincerely,Stephanie P[redacted]Director of Lifecycle Marketing

Thank you for your correspondence dated March 23nd, 2016 and for providing Century Support Services,LLC. The opportunity to respond to Ms. [redacted]’s complaint filed with your office. We have since had achance to speak with Ms. [redacted] to review the details of her contract and the program that...

she signedup for.We have discussed Ms. [redacted]’s dissatisfaction of the program with her and agreed to issue a refund ofa portion of the fees that she paid. This refund has since been processed. WE trust that this issatisfactory. Please contact me directly with any additional questions that you may have @ [redacted]Thank you,Sameka G[redacted]Sr. Director of Client ServicesCentury Support Services, LLC

This is in response to the Complaint of our client, [redacted]’s February 2 Complaint.  [redacted] has been a Century client since her enrollment on March 22, 2016.  [redacted] has made consistent deposits into her dedicated settlement account with her third party processor, which has...

enabled Century to reach favorable settlements on the Citibank accounts referenced in the complaint.  Those accounts had original balances of $5296 and $7189 at enrollment.  [redacted]’s complaint is that the failure of her creditor to timely report the settlement by Century and the payment by her out of her dedicated settlement account in November, 2016 of one of the Citibank accounts. Until such time as [redacted] informed us that this account was still showing unpaid on her credit report, and seeking our assistance, Century would have not known of the situation.  Century does report to the credit bureaus. The creditors report to the credit bureaus. In any event, we have reached out to the creditor, and the company to whom the creditor sold the debt (independent of any involvement on the part of Century), to assist with her current situation, which she says has resulted in issues in her obtaining a mortgage.  Our Senior Customer Service Advocates have reached out to both the owner of the debt and [redacted]’s loan representative at Citizen’s Bank in an effort to assist with her payment record correctly being reflected.  Century has done this to assist [redacted], despite the fact that it has and had no involvement in the reporting of her credit or her mortgage application.  However, having negotiated on her behalf the settlement of her account, we were glad to be of assistance to her in this matter.  We have had several conversations with her bank, have written to her bank with confirmation of the settlement and payment of the debt in question, and have kept [redacted] apprised of our efforts on her behalf. We are happy to report that within hours of our involvement, the debt was reported by the debt owner as paid.  If there any other issues that are involved in [redacted] securing her mortgage from her lender, while they do not involve Century, we will assist her in any way that we can.  Century’s commitment to our clients, including our former clients, is important to us.  [redacted]’s program with Century was completed on December 21, 2016, more than one year ago.  Century was able to successfully negotiate all four of her enrolled accounts, having an aggregate balance of $23,871.  The successes of this program are the results of the combined effort of [redacted] in her disciplined and dutiful funding of her dedicated settlement account and the negotiations strategy and results obtained by Century, on her behalf.  The settlement fees that she references ($5,967.75) were based on all four of her accounts and were exactly the same as quoted to her in her written debt resolution agreement at enrollment.  Her total savings as a result of being in Century’s debt settlement program exceeded Century’s fees.  At the time her program ended, Century had fulfilled its obligations to her.  It is unfortunate that [redacted] experienced difficulty with respect to the accurate reporting and recording of her resolved debts and we hope that her loan prospects will be successful. We trust that this response is satisfactory, but please do not hesitate to contact us should you have any questions.

Thank you for your correspondence in regards to [redacted]. Since receipt of the complaint we havemade repeated attempts to contact her to discuss her concerns and were finally able to get her on thephone today. She has since provided us with new contact information as the primary number that...

wehad on file is no longer in use.After speaking with Ms. [redacted] and clearing up some of the misconceptions that she had about her debtsettlement program I believe that we are on the same page. At this time she has chosen to continue withthe program and to finish the current settlement that she is in as well as allow us to finalize her lastaccount. In Ms. [redacted]’s original complaint she indicated that she wanted to cancel without any feepenalty. We did offer her the option to cancel and have remaining fees waived but she chose not to gothis route. At this time it is my understanding that all of her concerns have been addressed.Respectfully,Sameka G[redacted]

[redacted] (now [redacted]) enrolled with Century Support Services on March 24, 2017.  Based on the financial information she supplied, it was determined that a monthly Program Deposit of $297/month would be made by her, and her Program Length was estimated at 46 months, based on her Program...

Deposit amount and the amount of debt enrolled in her debt settlement program (6 accounts totaling $18,231).  A copy of Ms. [redacted]’s (now [redacted]’s) Debt Resolution Agreement is available and will be made available upon request.                         Ms. [redacted] made four Program Deposits of $297 each in April, May, June and July of this year.  For the months of August, September and October, Ms. [redacted] cancelled her Program Deposits.  Despite the cancellation of three months of Program Deposits and having only made Deposits totaling less than $1,200, Century proceeded to negotiate with Ms. [redacted]’s creditors.  Century obtained a settlement on Ms. [redacted]’s Capital One account of at 50% of the balance of that account.  The enrolled balance on the Capital One account was $2,307.  The account balance was $2,773.63 at the time of settlement.  Century was also able to negotiate favorable payment terms for Ms. [redacted] on her Capital One account:  19 monthly payments of $69.30 each and 1 monthly payment of $70.12 (and not $609/month as stated in the Complaint).  Those payments would be made out of Ms. [redacted]’s dedicated settlement account with her third party processor (pursuant to the Debt Resolution Agreement), which was funded by the Progress Payments stated above.  Century contacted Ms. [redacted] for the purpose of obtaining her authorization for the settlement.  She refused to accept the settlement, stating that Century’s settlement fee (25% of the enrolled balance) was not appropriate.  The fee was totally consistent with Ms. [redacted]’s Debt Resolution Agreement.                          Ms. [redacted] cancelled her Debt Resolution agreement with Century in an October 20 telephone call.  The cancellation was processed immediately and Century also caused to be processed from Ms. [redacted]’s third party dedicated settlement account, a full refund of all monies that she had deposited into her account, in the amount of $1,128.25.  At the end of that call, Ms. [redacted] was satisfied with the disposition of her relationship with Century.                         Ms. [redacted] states in her complaint that she retained Century’s services for the purpose of consolidating her credit card debt.  She also states that the plan was that Century would work with her creditors to get the interest reduced and payment reduced to get settlement offers to pay them (her creditors) off.  Century’s Debt Resolution services are not debt consolidation services, and that is made plain and clear in the Debt Resolution Agreement.  While Ms. [redacted] is correct in stating that Century was to negotiate settlements of her accounts, at no time did Century represent, or contract, to lower interest rates or reduce payments to creditors.                          Ms. [redacted] further states that payment of Century’s settlement fees earned on the Capital One settlement (had she accepted the settlement), plus the settlement amount would have exceeded the amount owed to Capital One.  That is not the case.  Ms. [redacted] would have realized savings of over $800 off the settled account balance, after payment of Century’s earned settlement fee on the account.  Further, in response to Ms. [redacted]’s statement that Century never informed her that our fee would be based on a % of the enrolled debt, we call your attention to Exhibit “A” to the Debt Resolution, which sets forth, by account, the enrolled debt balance and the settlement fee associated with each enrolled account, including Capital One: Debt: $2307; and Fee: $576.75.                         Since Century received the Complaint, we have attempted to contact Ms. [redacted] to determine what happened since her call on October 20.  We have been unable to reach her.  While regret that she is expressing dissatisfaction with her experience with Century, Century did fulfill all of its contractual obligations to her under the Debt Resolution Agreement.   Regards, Sameka G[redacted] Senior Director of Client Services Century Support Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
Regards,
[redacted] The response provided by CNI is a convenient attempt to absolve themselves from the contractual obligations they had committed to at the time our mutual agreement was signed in September 2012. Unfortunately, it contains a great deal of false claims, which are not only frustrating but are also in violation of our agreement.1) I did indeed retain CNI to settle five (5) of my credit card accounts. While it is true that they settled four of those accounts, the one that is being disputed here (Chase) was not settled for reasons that are unknown to me. CNI had nearly three years to settle that account and the failed to do so.2) I did not request to have the Chase account withdrawn from the program. That statement is absolutely false, and in violation of our initial agreement. The only reason why I contacted Chase bank in the spring of 2015 (again, after being under CNI's program for nearly three years) because they INSISTED that I make that call against my expressed wishes not to do so. They failed in their obligation to communicate with Chase, they failed to fulfill their contractual obligation to settle their account, and they cornered me into a compromising situation by insisting that I communicate with a creditor with whom I had become severely delinquent (entirely due to my participation in the program, per CNI's instructions) and with whom -- as I explicitly communicated to CNI -- I was NOT comfortable speaking.3) Indeed, I did not follow up with CNI until September 2017 because I did not become aware of extremely adverse effect the botched settlement of my Chase account had until then, when I discovered it to be the source of several credit, loan, and housing opportunities that I had been rejected on in recent months.Finally, I find it staggering that a company that claims to help consumers eliminate debt, refuses to accept their responsibility to help a customer for whom they failed to deliver they service they contractually committed to. Instead of spending all this time dispensing false claims, they could make a simple phone call to the creditor in question and resolve this issue once and for all.I am speechless.[redacted]

Ms. [redacted] was refunded from her dedicated settlement account with her third party processor all funds in that account.  The refund was as a result of her cancellation of her debt...

settlement program with Century.  The Complaint was filed on October 5.  As of that date, the refund was processed and received by her by the time Century received the Complaint.  Century confirmed this with Ms. [redacted].   Century believes that the matter has been handled to our client’s satisfaction, as Ms. [redacted] informed us that she was so pleased with the result that she offered that she would withdraw her complaint.   Thank you, Sameka G[redacted] Senior Director of Client Services Century Support Services

We are so sorry to hear that your experience while on the program with Century Support Services has been less than satisfactory. It is our mission to help each and every one of our clients resolve their debt in the shortest time possible and to perform in a way that we are extraordinarily...

responsive, innovative and professional. Our offices are located on the East coast and sometimes being extraordinarily responsive to clients on the West coast is a challenge. We often find that many West coast clients with the time difference will call us in the early morning hours before their work shift starts. Our email response times are generally very fast, we apologize if you did not find that to be the case.   As per your request we have processed your request to cancel our services. Global Client Solutions will be returning your reserve amount of $1246.90 to the bank account on file. We wish you well in your decision to move forward with filing bankruptcy.   Sameka G[redacted] Senior Director of Client Services Century [redacted] North Huntingdon, PA 15642 Phone: ###-###-#### Fax: ###-###-#### Email: [redacted] Website: [redacted]

[redacted] enrolled for debt resolution services with Century on June 16, 2017.  She enrolled for debt settlement eight accounts having aggregate debt of $13,583.  Based on her financial profile that she submitted, a Program Deposit amount of $250 per...

month was established.  Based on the Program Deposit amount and the aggregate enrolled debt, a Program Length of 45 months was estimated.                   Less than five months into her debt settlement program, Century was able to successfully negotiate a favorable settlement of Ms. [redacted]’s Barclays Bank account.  That account had an enrolled balance of $1,974.  Century was able to negotiate the debt down to $1,276.   Century’s settlement fee on that account was $493.50.  In her Compliant, Ms. [redacted] asked for a refund of the $265 partial settlement fee payment earned by Century on the Barclay’s Bank account settlement, and that the remainder of the fee ($228.50) be waived by Century.                    We reached out to Ms. [redacted] immediately upon receiving the Complaint and were able to speak with her on November 17.  During that call, Ms. [redacted] indicated that, as she is in a position to make minimum payments to her creditors, that she wanted to cancel her debt settlement program with Century.  Ms. [redacted] also stated her intention of taking over from Century any further handling of the Barclay’s account settlement.  Century agreed to refund to Ms. [redacted] the portion of the settlement fee that Century collected on the Barclay’s settlement ($265) and also forego the balance of our settlement fee ($228.50) on that account.                  We regret that Ms. [redacted] was not fully satisfied with the progress of her debt settlement program.  With a monthly Program Deposit of $250 and eight enrolled debts, it would have naturally take some time for Century to work through all of her accounts.  That is why a program length of 46 months was estimated at enrollment.   Ms. [redacted] was made aware during the enrollment processes of the consequences of being in a debt settlement program.  That is set our clearly in her signed Debt Resolution Agreement, our Welcome Call (which Ms. [redacted] received on June 21, five days after enrollment), and in our Welcome Packet, and on our client portal.  In any event, she feels that our program is not ideal for her situation, and we respect her position and, consistent with the Debt Resolution Agreement that allows termination by the client at any time, have honored that cancellation.  Although the client agreement provides that our company is entitled to retain any fees earned on settled accounts, we were glad to provide Ms. [redacted] the refund and a waiver of additional fees.  We were also glad to be able to have her realize the savings on the Barclay’s account.                   We believe that the matters addressed in the Complaint have been resolved to Ms. [redacted]’s satisfaction.   Regards, Sameka G[redacted] Senior Director of Client Services Century Support Services

Hi [redacted],Thank you for taking the time to speak with me.  Per our conversation, I am happy to inform you that my complaint ([redacted])had been satisfactorily resolved between myself and the business.  They were very responsive, let me out of my agreement and provided a full refund...

of all monies.  Adrian over at Century was very helpful and followed up to make sure I was satisfied. That being said, please let me know if any additional information is needed.Thanks again to you and the Revdex.com for allowing consumers like me to have a voice when issues like this arise.  Best regards,[redacted]

In regards to the complaint filed by Ms. [redacted] we have been able to act swiftly and come to a resolution. Possible effects of participating in a debt settlement program can include ongoing collection efforts and possible legal action. One particular creditor listed on Ms. [redacted]’s...

program elected to file suit. Century was able to work out an arrangement with that particular creditor to resolve the account and to prevent Ms. [redacted] from needing to attend the court date. Our negotiators are currently pursuing settlement options for the other accounts listed in the program. Sameka G[redacted] Senior Director of Client Services Century 1061 Main Street, Banco Business Park North Huntingdon, PA 15642 Phone: ###-###-#### Fax: ###-###-#### Email: [redacted] Website: www.centuryss.com