Century Support Services

Complaint ID NO. [redacted]   This response is the response of Century Support Services, LLC, to the Complaint of August 8, 2017.  The Complainant enrolled in a Debt Resolution Agreement with ClearOne Advantage on January 21, 2017.  Century Support Services subsequently obtained the...

contract from ClearOne Advantage for servicing.  Under the terms of the Debt Resolution Agreement, Ms. [redacted] agreed to make monthly drafts of $730 to fund her debt resolution program, and she enrolled six (6) accounts, having a total amount of debt (at the time or enrollment) of $43,432.00.  It was estimated that, based on the total enrolled debt amount and the monthly draft payment, that the debt resolution plan would take 53 months to conclude.   As of the date of the Complaint, Ms. [redacted] drafted a total of $5,042.55 into a dedicated account, in her name, with a third party processor, Global Client Solutions.  All of those funds remain in that account.  She states in the Complaint that our Company will continue to draft her account and that she has no recourse.  That is not accurate.  She has total control over the funds in her account as well as the discretion to continue or discontinue drafting in to the account.  In any event, upon receipt of the Complaint, we actually took the initiate of causing the suspension of her next draft payment, by contacting her third party account processor, as a courtesy to her.  Should she decide to continue in her debt settlement program, she will need to resume drafts into her dedicated settlement account in order to facilitate our negotiation of her debts.  However, should she decide to cancel her debt settlement program, all monies in her dedicated account ($5,042.55) will be refunded to her and no further drafts, of course, would be made by her.   As for the rest of Ms. [redacted]’s statements in her Complaint, Century responds that we were in the process of negotiating her accounts.  In fact, on July 24, our account manager had a detailed and lengthy telephone conversation with her, in which a plan was discussed for the negotiation of all of her debt accounts.  Our account manager and Ms. [redacted] placed a conference call to her creditor, Synchrony Bank, where she had an original debt balance of $10,450, for the purpose of locating an account and initiating settlement negotiations.   On the Synchrony account, as they would likely accept monthly payments on account for the negotiated settlement account, the first payment would occur between the 1st and the 15th of September  There is one account, Chase, where Century was confident that a favorable settlement could be negotiated but, based on experience, our client would have to have taken the lead in the settlement discussions (as is that creditor’s practice), with the understanding that Century would provide to her its experience, guidance and support in dealing with that creditor.  At no time did Century to refuse to negotiate any account on Ms. [redacted]’s behalf.   In summary, Century has acted responsibly and consistent with the debt resolution agreement.  However, at this point in time if she wants to cancel her debt settlement program she may do so and received from her dedicated settlement account the full balance.  However, as Century is ready, willing and able to continue to negotiate debt accounts on her behalf, Ms.  [redacted] has the option of remaining in her program, and we will resume discussions with Synchrony and her other accounts.  She needs only to contact our customer service department with her decision.   We trust that this answer is responsive to the Complaint, but are available to answer any additional questions that you, or Ms. [redacted] may have pertaining to this response, or to her account generally. Sameka G[redacted]Senior Director of Client ServicesCentury Support Services

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]

Ms. [redacted] and I had a chance to speak on Thursday July 28th, 2016 and we agreed to a refund of $419.00 in settlement fees along with Century arranging and paying for a settlement on her [redacted] account. At that time, I explained that a refund release agreement would be emailed for her review and signature. The next day, I placed a call to Ms. [redacted] and left a message to advise her on a delay in the refund and release agreement. The reason it was not sent to her yet was because I was still waiting on a final settlement offer from [redacted] (the company currently collecting on the [redacted] account).
 
Later that day, Ms. [redacted] spoke with another representative in our office, who conveyed the same message. It was our understanding that Ms. [redacted] understood the reason for the delay and did not have an issue waiting, in order for the complete details of the refund and settlement arrangement to be outlines on the release.
In speaking with [redacted] today, August 2nd, we have been informed that they are no longer collecting the debt owed on the [redacted] account. A representative in their office indicated that the debt had previously been disputed by Ms. [redacted] and the decision was made to move the account to a non-collectable status and to purge it from their system. [redacted] will be updating the Credit Bureaus accordingly, as well as mailing a letter directly to Ms. [redacted].
As such, I am attaching a copy of the refund and release agreement, showing that we have agreed to refund fees totaling $491.00.  Once this release has been signed and returned to our office, we will mail a check to Ms. [redacted] to fulfill the refund.
 
Thank you for your time and consideration in this matter.
 
Sameka G[redacted]
Senior Director of Client Services
Century

Century Support Services respectfully responds to Ms. [redacted]’s August 22, 2017 response to our initial response to the Complaint.On the date of her response, August 22, Ms. [redacted] cancelled her account with Century. As we said we would in our August 17 response, upon cancellation, we informed Global Client Services, Ms. [redacted]’s third party payment processor and holder of her dedicated settlement account, that she had cancelled and that a refund of her account balance should be initiated by Global to her.  By now, those funds should be in her personal bank account.With respect to Ms. [redacted]’s statements in her August 22 response, Century respectfully reiterates that she was on a debt settlement program that was estimated to have a duration of 53 months.  That estimate was established based on the aggregate debts enrolled in the debt settlement program and the monthly program deposits that our client determined could be made into her dedicated settlement account at Global.  She cancelled only seven full months into the program.  While at the time of cancellation there was no settlement offer negotiated with Synchrony Bank, discussions had begun, and our client was a party to the discussion.  Our experience with Synchrony, again, is that they would have accepted term (monthly) payments rather than a lump sum payment (which, at the time, July 24, the program deposits in her dedicated settlement account with Global would have been insufficient to pay).  Similarly, Century would have been in a position, to facilitate a term payment negotiation with her creditor, to also spread out over term payments, the payment of Century’s debt settlement fees earned on the settlement.  We have also, on occasion, accepted reduced settlement fees in order to facilitate settlements or in an attempt to have the client’s dedicated settlement account at a level to begin to settle additional client debts.   With Synchrony, partial settlement payments could have realistically been expected to commence as soon as the first two weeks in September.Century has had great success in walking clients through settlements with creditors who have traditionally been resistant to dealing directly with anyone but the debtor.  However, with respect to Amex, it was still too early in the debt settlement program to determine which, if any, of Ms. [redacted]’s two Amex accounts would require her involvement in the settlement process.  The Debt Resolution Agreement signed by her (see Section 3. Your Responsibilities), and which was submitted with our original response, specifically states that client involvement is expected.  In any event, Century’s experience with a creditor’s tendencies for settlements, settlement percentages, and terms of payment, are extremely valuable, even when we are in a situation of walking a client through the settlement process, and the client benefits from that experience in arriving at a favorable settlement with such creditors. With respect to Amex, Ms. [redacted] stated that she received notification of a lawsuit by Amex.  However, to date she has not furnished Century with any documentation of a lawsuit.  As such, it is difficult for us to project what effect that might have on our efforts to settle her debts on her behalf.  We often find that, despite threatened or real action by a creditor, that the debt settlement program can continue with success.Century at no time made any representations to our client with respect to what affect debt settlement might have on her credit score, and is not sure what actual effect the program had on her credit score, Section 2.B. (iv) Effects or Participation in a Debt Resolution Program, specifically addresses up front the potential consequences of the program.   In closing, while Century feels that it has acted consistent with its contractual obligations to Ms. [redacted], there is more to it for our company than that.  We truly desire to be of service to our clients, including Ms. [redacted].  The reality is that at some point early on into the program Ms. [redacted] came to feel that debt settlement might not be something desirable or suitable for her.  That is a conclusion that only the client can come to, despite our company’s efforts on her behalf.  And, that is precisely why the client has the unconditional right to cancel their debt resolution program at any time, and receive from their third party processor the balance of any program deposits in their dedicated settlement account with that processor.  We truly regret that Ms. [redacted] did not remain with Century long enough for us to prove our value to her.   We have not, of course, received any remuneration for our efforts on her behalf, and that is consistent with our contractual commitment to the client.   Thank you for the opportunity to respond.  Respectfully,  Sameka G[redacted]Senior Director of Client ServicesCentury Support Services

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]

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]

Review: CNI took over my account from [redacted] and has been very misleading and tried to force me into a loan with a 29% interest rate as well as a 20% fee on the debt they settled. They are also saying they are accredited by the Revdex.com and they are not.Desired Settlement: I will no longer work with CNI. I just want to make the Revdex.com and other clients aware of their deceitful practices.

Business

Response:

Thank you for your correspondence dated October 20th, 2015 and for providing Century Negotiations,Inc. the opportunity to respond to Ms. [redacted]'s complaint filed with your office. Rest assured that wetake consumer complaints very seriously.I contacted Ms. [redacted] shortly after receiving this complaint to discuss her concerns surrounding thetransfer of her account to our office and the offer of loan that was presented to her. She had feltpressured at the time to accept a loan from our partner company. I apologized to her for the mixedmessage that was sent as that was not our intent to pressure her one way or the other. She and Idiscussed at length the fact that a loan opportunity is not in the best interest of everyone and that weagree with and respect that line of thinking. Ms. [redacted] also commented that one of ourrepresentatives falsely stated that CNI was accredited by the Revdex.com. I did clarify that we are notaccredited but that we do have a high rating. In summary, Ms. [redacted] has been canceled from ourprogram and it is our understanding that at this time all of her concerns have been addressed.Respectfully,[redacted]Senior Director of Client ServicesCentury Negotiations, Inc.

Review: I have signed up and have been paying on time with no complaint, but still have yet to hear anything from them. Where is my money!

I pay almost 1000 dollars a month and it goes to a bank that I know nothing about and was told that they were in communications with one on my accounts when I called in 4months ago but still have not heard anything. I'm about to pull out of the agreement and find another company if they cant value me as a customer.Desired Settlement: I am wanting to know where my money is and why I have yet to hear from anyone about this. Call me to make me fill that im not wasting my time.

Business

Response:

Thank you for your correspondence and for providing Century Support Services, LLC the opportunity torespond to Mr. [redacted]’s complaint filed with your office. We were able to get in touch with Mr. [redacted]just days after his concerns were conveyed to your office. We had an opportunity to fully update him onthe progress of his settlement program and have since entered him into a settlement on one of hisaccounts. At this time we believe that all of his concerns have been addressed and that he is well on hisway to having a successful debt settlement program.Sameka G[redacted]

great company to work with. friendly staff every time I call. they are great at getting back to me about anything via email or phone calls. they take their time to work with you and make you feel comfortable with each account. thanks so much for your help. the number to call to call customer service is easy to use. you're not on hold long to talk to anyone either. website is basic, but not hard to navigate.

Review: I started around 11/13/2013 with this company to do a credit consolidation to get out of debt. at the time I spoke to John in the company and he stated that I would never have to go to court if I do a credit consolidation with the company, will never go that far. I wasnt to sure about it but I join in , he said I could be debt free in 3 yrs or less. depending on how mush I can give monthly. I have about 7 credit cards I need to take care of..........[redacted], [redacted] and [redacted].................the only one paid off has been [redacted] to today.

now I been paying [redacted] and [redacted]. I been paying this company 256.00 monthly. since 2013. So what happen this year I got a letter for a court date! [redacted] is taking me to court November 12 2015@ @2:00pm. I got a call from credit consolidation and they left me a massage, so I call them back. the reason for the call was that [redacted] wanted to negotiate so they wanted me to adds more funds and off course I said why not. So now I am paying a little bit more maybe 268.00? so I mention about the court letter I got from [redacted] and they gave me a fax number to fax it to. which I did Attn Settlement services ###-###-####. the lady had told me that [redacted] had wanted to settle but they had no funds to negotiate!! Settlements NEVER call me to see if I can give them more funds, But they did call me for [redacted]. So the response I got from the fax I faxed them was that they never get into legal advice they cant get into any of this issue. they said I can go to court and ask for some kind of extended form?? I was sooooo upset!especially when the lady told the credit card company can put a lean to my house!! how dare they do this to me. and John told me before getting in this program that this would never, never happen. and it did. now I have no choice but to do my own settle ment with Discover. I spoke to Ray and he will settle for 725.00 which I will need to send by Friday October 23. and then I will have to settle with [redacted]. I am not happy at all with this company. I want out, and I need you to help me. I am paying this company monthly and I havent missed a payment thinking I was in good hands. I want my credit back. if you see my payment history I was good with my credit cards, this has been a nightmare for me, I think day and night about the huge mistake I done. and now I have to get my self out of this hole. I was so upset I told the lady I want out, but if I do I own the company over six hundred at the time I call. now I dont know how much would be. is not fair at all . for me to be paying them and I have to also negotiate on the side also. from the start I could have done this myself. and wouldnt go to court. I got very upset when she mention lean on my house!! how can a company trying to help you say such think. please investigate my issue. I like to have any money thats due back to me. I would pay it toward my other credit cards. I want out of this company ASAP. I will keep paying till I heard from you, thanks a bunch!!!Desired Settlement: I would like the Revdex.com to investigate my complain and I would like to stop business with CNI with no penalty fees and would like refunded to me the settlement fees to pay my own debts on my own.

Business

Response:

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]

Review: I called to request a refund. It's been over a month an yet I have not seen my refund. I called today to check on the status. Provided rep with a different address since I didn't get the check at the address I have on file with the company. Now they are saying that I have to pay for a stop payment on the other check. Why should I have to pay for that?? It's not my fault I have not received the check!Desired Settlement: I would like my entire refund..

Business

Response:

Thank you for your correspondence dated October 13th, 2015 and for providing Century Negotiations, Inc. the opportunity to respond to Ms. [redacted]'s complaint filed with your office. Rest assured that we take consumer complaints very seriously.We contacted Ms. [redacted] shortly after receiving this complaint to discuss the refund issue on her account. The original refund was mailed from the third party payment processor to the address that we have on file on September 14lh, 2015. Ms. [redacted] has since moved and the refund was never received. After discussing the options to get the refund re-issued Ms. [redacted] has opted to have the funds processed back to her via ACH. Century Negotiations will be covering the stop payment fee for the outstanding check. At this time all of her concerns have been addressed and it is my understanding that Ms. [redacted] is satisfied with the outcome.

Review: Hello

I have several concerns that I have addressed to Century Negotiations and [redacted] (off branch of Century Negotiations) that I have yet to get any resolution and very little communication in return. Here are some concerns that I have that have drastically affected my credit and personal life.

1. I was in the Debt Consolidation plan for over a year and a half when they called me to enroll in their [redacted] plan. In doing so, they would pay off my debts and I would make payments directly to them until paid off. The plan is a high interest plan but would build my credit as I would not get hit negatively any further. I would in return also get monthly payment updates to the credit bureau that I was making timely payments.

2. I was told I MUST enroll my [redacted] Credit union account into the system as to qualify. This is the same company financing my car. I questioned this and they stated that this must be enrolled to qualify. So I did so.

3. I enrolled [redacted] Credit Union and stopped making payments as I was told. Result....

A. My credit dropped 74 points

B. I was denied the program due to credit History! (even though they are aware of my credit history as I am enrolled in their program)

C. [redacted] attempted to repo my car due to them using it as collateral

D. I now have no car as I had to sell before it was taken.

4. This is predatory behavior and I am filing a complaint with The Revdex.com, International Association of Professional Debt Arbitrators, AFCC, BIB, Westmorland Chamber of Commerce, IAPDA, and the NFIB on both your companies. I was told I must do something to qualify, then was denied, then I don’t get a call back, and then I also screw up my credit worse than before and lose my car. All this from a company I pay to help me. I feel preyed upon.

5. Another issue I had is with [redacted]. I received a subpoena and I received a subpoena. I sent in all documents to Century as required and was continuously told to wait for a call I never received. I called back continuously. I eventually got a call back from one of their higher ups that they messed up but I needed to contact [redacted] myself and negotiate. I was also told they would address the other issue with the predatory offer. They never did and I have yet to get an answer back at this point. I have called, left messages, and emailed. Not heard anything back.

This is all highly unacceptable and unsure if it is legal. Please let me know what avenues I have left and what you are able to do about this.

Thank you so much for your time in this matter.Desired Settlement: I would like the company to honor their pledge to help its members in coming out of debt and not cause additional harm. I have been severely harmed financially as a result of the loss of my car and the drop in my credit. I feel they should expedite the closure of my debt accounts and at no interest charges to them.

Business

Response:

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

Consumer

Response:

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

Review: Company does not respond to emails.

I have been a part of this program since March 2016. I recently had a health issue come up where I am unable to afford the monthly payment and therefore it would be in my best interest to file bankruptcy. I have emailed the customer service department numerous times with absolutely zero response. My last email was a request to close my account. I am unable to call during their business hours because I myself am at work. Even when I have called, I have been placed on hold for an absurd amount of time only to get disconnected.Desired Settlement: I would like to end my participation in the settlement program and receive a refund of the amount that is in mg GCS account ($1246.90). Maybe if someone had responded to an email I could have figured out a way to stay in the program; but I am done trying to contact someone who clearly does not care.

Business

Response:

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]

Consumer

Response:

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

Review: I joined Settlement Services in April of 2014. At the time, I agreed the company could contact any creditor that I owed money too and make a settlement offer to them. $250 was deducted from my bank account each month to pay any creditor that agreed to a settlement. I was told, and it is in their contract, and I have a verified recording, that each time they settle with one of my creditors, they take a settlement fee. I was not getting any statements or updates on my account after months of paying them. I called a few times and spoke with agents that assured me my accounts were being paid and everything was fine. In March of 2015, a woman by the name of [redacted] K[redacted] called me and said they made another settlement agreement with one of my creditors, and I needed to agree to the settlement before they could proceed. She told me the settlement was for [redacted] and they agreed to $225 to pay off the debt owed. During our conversation, [redacted] verified that all but three of my accounts have been paid off and that if I wanted to pay an additional $60, they would tell each creditor to send letters to all credit agencies telling them to update my credit report to a paid status. [redacted] sent me an email verifying which accounts had been settled and would be receiving this letter. I asked [redacted] if I could just pay that off the [redacted] now, and that way my monthly payment could go to the two remaining accounts. She said yes, did a recorded phone verification that I was authorizing them to take an additional $225 out of my account to pay off [redacted]. She then went on to tell me that I would be done with the program in August, with only two accounts left to pay. I never got a statement saying my [redacted] was paid off so I called Settlement Services and asked for a statement. They emailed me a statement of all my transactions since I began the program. First, they DID NOT pay off my [redacted] which they recorded the call for legal verification, they took the money and used it towards settlement fees. I was livid. They mis-used my money after I authorized it for one purpose. Looking further into my statements, I found that I paid 15 settlement fees in the amount of $1342 during the time I was in the program. I didn't have 15 accounts to settle so I shouldn't have paid 15 settlement fees. I called in and spoke with a representative and she verified that they only take one settlement fee per settlement agreement. I then asked her why I paid 15 settlement fees, and she back tracked and tried to come up with different answers. She then got a "supervisor" on the phone. He then told me that during my 13 months in the program (paying roughly $4500 during this time), they only paid off ONE account in the amount of $1400+. I was told on SEVERAL occasions that all but 3 accounts (2 if they would have paid off my [redacted] account) were paid off. I then asked him about the settlement fees and he also said they take a fee for each account that is settled. I asked him why I paid 15 different settlement fees over $1300, in which is stumbled over his words and tried to come up with an answer and said that they take 25% of the settlement and the fee for the one account they paid off was $809. Excuse me?! They are in the business of helping people get out of debt and they take their money for "fees" whenever they want. I asked him why I was told on several occasions that all but 3 of my accounts were paid off. He said he didn't know because only one was paid off. I asked if only one was paid off, why are my settlement fee(s) over $1300? He again stumbled and didn't have an answer. He went on to say that if I would have stayed in the program until August, all my accounts would have been settled. So I said to him (I cancelled my services in March of 2015)"So what your telling me is it took your company over a year to pay off ONE account in the amount of $1400, taking around $4500 of my money, but if I stayed with the program, the 7 remaining accounts I had left (when I was told it was only 3 left to pay off) would be paid off in 5 months? How is that possible? How can you pay off one account that was in the amount of $1400 in over a year, and now tell me that the remaining 7 accounts will be paid off in 5 months? That makes no sense. He then slipped and said 3 of your accounts have been paid off. I said what did you say? 3 accounts were paid off? He said "I'm no longer having this conversation with you" and hung up the phone. I have recorded phone calls and emails verifying that 5 of my 8 accounts were paid off. They have recorded phone calls, (which I'm sure no longer exist) of me authorizing an additional payment to pay off a creditor in full, and they used it for fees. They told me on several occasions that they only take a settlement fee when a settlement was reached? I only had one account paid off, they said they were in the process of settling with another creditor, so that should have been 1 maybe 2 settlement fees. NOT 15. They are dishonest and thieves and they need to be reported and stopped before they take advantage of somebody else. The only reason I even knew my accounts weren't paid was because I started getting collections calls and attorney calls. Now I'm out a lot of money, I was trying to clean up my credit, which is now worse, and I have to figure out how to get out of this financial mess which isn't easy as a single mom. This company is ridiculous!Desired Settlement: I want them to pay off the accounts they said were paid and use my money for what I authorized them to use it for. They lied and took a lot of my money and I want my creditors paid as promised and as I was told on SEVERAL occasions and I want my credit report updated.

Business

Response:

We are in receipt of the complaint filed by [redacted] dated November 19th, 2015. Upon th[redacted]ughreview of the client’s program it seems that the concerns are largely due to her misunderstanding boththe contract and information that was conveyed to her throughout the program.Ms. [redacted] states in her complaint that we charged her 15 different settlement fees and that she did noteven have 15 accounts enrolled in the program. The reason for more fee instances than accountsenrolled was due to the fact that in order to secure beneficial settlements on her behalf we elected tospread our fees out over a series of payments rather than collecting them in a lump sum once settlementswere initiated. We were able secure settlement agreements on 3 of Ms. [redacted]’s accounts while she wasactive on the program. All 3 of those settlements ended up null and void due to the contractualagreement to deposit a set amount of funds into an escrow account each month not being upheld.We have made numerous phone calls and attempts to speak with Ms. [redacted] in regards to her concernsbut have only been able to receive one response via email. It is our desire to th[redacted]ughly review hercomplaint and to see if we can come to a resolution. Up to this point we have not been able to reach her viatelephone and she is no longer responding via email.

Consumer

Response:

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.

Business

Response:

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

Consumer

Response:

I spoke with Sameka from Century (another company within Settlement Services) on July 28th . After another long conversation of more inaccurate information from Settlement Services, Sameka gave me an offer to pay off my [redacted] account as well as refund me $419 in fees. I told her I needed that in writing before I agreed to anything, and proof of payment to my [redacted] account before I would request the negative rating with the Revdex.com removed. She told me I would have an email going over her offer that same day. As of today, August 1st, I haven't received an email or anything in writing going over her offer. I don't trust that anything will be taken care of on their end to solve this situation.

Regards,

Business

Response:

Ms. [redacted] and I had a chance to speak on Thursday July 29th, 2016 and we agreed to a refund of $419.00 in settlement fees along with Century arranging and paying for a settlement on her [redacted] account. At that time, I explained that a refund release agreement would be emailed for her review and signature. The next day, I placed a call to Ms. [redacted] and left a message to advise her on a delay in the refund and release agreement. The reason the refund and release agreement was not sent to her was because I was still waiting on a final settlement offer from [redacted] (the company currently collecting on the [redacted] account). Later that day, Ms. [redacted] spoke with another representative in our office, who conveyed the same message. It was our understanding that Ms. [redacted] understood the reason for the delay and did not have an issue waiting, in order for the complete details of the refund and settlement arrangement to be outlined on the release.At this time, we are still waiting on a final settlement figure for the [redacted] account. We are following up daily with [redacted] and will send the refund and release agreement to Ms. [redacted] as soon as it is obtained. We will also leave a follow-up note to the Revdex.com that it was obtained and forwarded to Ms. [redacted].Please let us know if you have any additional questions. Best, Sameka G[redacted]Senior Director of Client Services

Business

Response:

Ms. [redacted] and I had a chance to speak on Thursday July 28th, 2016 and we agreed to a refund of $419.00 in settlement fees along with Century arranging and paying for a settlement on her [redacted] account. At that time, I explained that a refund release agreement would be emailed for her review and signature. The next day, I placed a call to Ms. [redacted] and left a message to advise her on a delay in the refund and release agreement. The reason it was not sent to her yet was because I was still waiting on a final settlement offer from [redacted] (the company currently collecting on the [redacted] account). Later that day, Ms. [redacted] spoke with another representative in our office, who conveyed the same message. It was our understanding that Ms. [redacted] understood the reason for the delay and did not have an issue waiting, in order for the complete details of the refund and settlement arrangement to be outlines on the release.In speaking with [redacted] today, August 2nd, we have been informed that they are no longer collecting the debt owed on the [redacted] account. A representative in their office indicated that the debt had previously been disputed by Ms. [redacted] and the decision was made to move the account to a non-collectable status and to purge it from their system. [redacted] will be updating the Credit Bureaus accordingly, as well as mailing a letter directly to Ms. [redacted].As such, I am attaching a copy of the refund and release agreement, showing that we have agreed to refund fees totaling $491.00. Once this release has been signed and returned to our office, we will mail a check to Ms. [redacted] to fulfill the refund. Thank you for your time and consideration in this matter. Sameka G[redacted]Senior Director of Client Services Century

Review: I was using Century Negotitaions to settle credit card debt. in May they offered me loan to settle my remaining accounts, which I did. They paid one creditor in error twice. After several phone calls the creditor sent me the refund check. When the submitted payment for my last creditor the payment failed due not enough funds in my reserve account, which was because they paid a creditor twice. Everytime they sent a check my account is debited $10. My account was also charged a monthly service fee on 6/6/16 of $7.25. If they would have done their job properly I would not have incurred these feesDesired Settlement: I want a total of $27.25 credited back to my reserve account and use that with the money I have in there already, which is $81.25 to pay towards my last settlement. Once that is done they can contact me for the remaining balance owed to that creditor. I also have think since I have been trying to get this straightened out for almost a month I should not have to pay the $10 check fee. I call them and they say they will call me back, but most of the time they do not and I have to keep calling back until I can talk to someone. The last person that was working on this was Melissa. I called 4 hours ago and was told she was on a conference call & would call me back. Again, that was 4 hours ago and still no call!!!!

Business

Response:

Thank you for your correspondence in regards to [redacted] file number [redacted]. We havesince been in touch with Ms. [redacted] about her concerns and apologized for any frustration she has dealtwith while wrapping up the final portion of her settlement program. Century appreciates the opportunityto address those concerns as it was not our intent to frustrate or to take fees in error. She has beenrefunded the full amount of fees that were in question totaling $34.50. A new settlement letter has beenrequested on her remaining account and payment has been set up to satisfy that account. At this time it ismy understanding that all of her concerns have been addressed.Thank you,Sameka G[redacted]Senior Director of Client ServicesCentury Negotiations, Inc.

Review: I enrolled into the Debt Settlement Program in Sept of 2015. I was told to stop making payments to 7 creditors of mine. I was charged $250 every month (bi-weekly) as agreed and never received any indication of what was going on with my account. I called every month to inquire, considering creditors were calling me for payments. I explained, what the company said that I should. Unfortunately, after sending countless of emails and leaving several voice messages, I sent an email and left a voice message indicating that I wanted to terminate my contract. Here it is February, 6 months since I have made payments to the creditors of mine and the company in which I was enrolled with, has done nothing. They have refunded me partial monies and I am left with delinquent credit b/c of their neglect to respond to my many attempts of contact.Desired Settlement: I would gladly appreciate it if the company would refund me the fees that they collect for providing a so-called service; considering they DID NOT. I would also appreciate, that my credit report be corrected on their behalf considering I applied payments to them as a third party- with hopes of them correctly providing a service.

Business

Response:

Thank you for your correspondence dated March 16th, 2016 and for providing Century Negotiations, Inc.the opportunity to respond to Ms. [redacted]’s complaint filed with your office. Rest assured that we takeconsumer satisfaction very seriously.We had a chance to speak with Ms. [redacted] today to address her concerns. We have since, reached aresolution and Ms. [redacted] is fully satisfied with the outcome.Respectfully,Sameka G[redacted]Senior Director of Client ServicesCentury Negotiations, Inc.

Review: Debt settlement program from [redacted] was sold to this company. In the process, they failed to pay [redacted] the final payments I had made to close out a debt settlement agreement I had been in the final months of paying off. End result [redacted] is now voiding the contract, and attempting to collect full amount owed. Customer service agents have told me other previous [redacted] customers are in the same situation.Desired Settlement: To have my original agreed upon settlement honored by both companies, the final amount collected from Settlement services and [redacted] to accept and be done.

Business

Response:

Upon review of Ms. [redacted]'s program it was determined that due to a technical error all of the scheduled payments owed on Ms. [redacted]'s [redacted] settlement were not remitted from the 3rd party bank. Century has since reached out to Ms. [redacted] to apologize for the error and frustration surrounding the issue. The account has been renegotiated with [redacted] and Ms. [redacted] will be responsible for only the amount that would have been remaining owed from the original settlement. Century will be covering the difference on the new settlement. At this time it is my understanding that all of her concerns have been resolved. Respectfully,Sameka G[redacted]Senior Director of Client Services

Review: I have paid this company $997 a month for the last 5 months with the promise that they would resolve my debt issues. Before I signed up they promised they would deal with the collectors and that I should not try to do any negotiations when they would call. I was even advised to change my bank account which I did. I followed their instructions and now I have a judgement against me in civil court with one of my collectors. When I called to speak to customer service it seems that no one cares about my concerns and no one will contact this company that is filing this court action. No one wants to help now but yet they have the money(my money) necessary to take care of this settlement.Desired Settlement: I would like a phone call and document from Century stating that the court order from the creditor is taken care of and I do not have to go to court the date specified.

Business

Response:

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

Review: I hired this company 2 years ago in hopes to regain my credit by paying them biweekly to take care of my debts. This experience is not what it was promised to be. I just found out that a bill I've been paying CNI to take care of is now in COLLECTIONS which defeats the whole purpose of being in their program. When I asked them why this happened the only answer was 'it's our fault we dropped the ball'. When I asked what was going to be done to fix it I was told only if I could pay them an extra $150 monthly could they fix their own mistake. Other than this they keep trying to solicit me to buy into a special loan program. This is NOT what I signed up for and am completely disappointed and disgusted. my credit score was finally raising and now I'm back to square one.Desired Settlement: I need this fixed or I will be seeling legal advice.

Business

Response:

Thank you for your correspondence in regards to [redacted]. Since receipt of the complaint we have had the opportunity to discuss her concerns and apologize for a miscommunication that occurred earlier in the year.Earlier in 2016 we called Ms. [redacted] with a settlement offer on one of her accounts, she accepted that offer and anticipated that we would begin sending payments to that particular creditor. Upon further review her monthly draft was not an amount that would cover both the existing settlement that was already underway as well as the new offer that was presented to her. We failed to inform her of that and have since apologized for the lack of communication that occurred. At this time it is my understanding that all of her concerns have been addressed.Respectfully,Sameka G[redacted]Senior Director of Client ServicesCentury Negotiations, Inc.

Review: Two years ago, this month, I started with CNI for debit settlement. For over 6 month of hearing nothing, and the continued $125 bi-weekly withdrawn from my account, I began to get extremely frustrated. I even cancelled 1 of the 4 accounts I had in the settlement, just to pay it in full myself...and not have it settled for less than owed. More recently, I have payed more attention to the dollar amounts being withdrawn, the growing account balance to be paid out, and the VERY small amounts to be paid to the companies due. There is plenty of funds available (or will be withing the next couple of weeks) to cover the two final companies in full. It seems CNI is holding out and making the smallest payment possible, just to keep me in the system and collect more fees. I have called, I have sent emails, the last of which was replied to by "Niki M." from the Customer Care Department...which stated "Hello [redacted], Thank you for your email. I understand you have some questions regarding your account(s) enrolled on the program. I have sent a request to my customer service team to place a call to you to discuss your questions/comments/concerns. In the meantime, if you would like, you can call us directly at your own convenience at ###-###-#### option 4. Have a great day! Thank you, Niki M. Customer Care" (spacing edited to fit in the body of this report, but no wording was altered)...this email was received on 6/23/2016. On 7/7/2016, I replied stating I STILL had heard from nobody. They have done their job as expected, although far longer than expected...and this is expected to drag out through February of 2017, when the funds will be available to pay in full the remaining about now.Desired Settlement: I do not want any for of financial compensation, I simply want them to take the funds in the account, and pay off the remainder of the accounts due. Pay the final amounts in full, and not the minimum amounts...stop all auto drafts from my bank account...remove me from their services.

Business

Response:

Thank you for your correspondence dated July 1 3th, 2016 and for providing Century Negotiations, Inc.the opportunity to respond to Mr. [redacted]’s complaint filed with your office. Rest assured that wetake our client’s satisfaction very seriously.We contacted Mr. [redacted] shortly after receiving this complaint to discuss his concerns outlined inthe letter. As a result of that conversation I was able to restructure the remaining term settlement set upwith one of his enrolled creditors. By doing so this will allow us to have the account paid off sooner thanhis original anticipated completion date. At this time it is my understanding that all of his concerns havebeen addressed.SincerilySameka G[redacted]Senior Director of Client Services

Consumer

Response:

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.