This letter is in response to your letter of December 16, regarding the above-referenced client First, let me apologize for the delay in responding to the original complaint We have no record of receiving the complaint in this office and certainly would have responded more promptly had we seen it As to the facts of the issue itself, I have investigated the matter and discovered that Mr [redacted] did indeed get the services for which he contacted this office He obtained initial counseling from us on October 23, 2014, paid for the session and received the requisite certificate Unfortunately, he discovered on November 13, that the lender would not accept the specific type of counseling he was provided and needed a more specialized type of session We conducted this, more expensive counseling session and issued the certificate all at no charge to Mr [redacted] His lender apparently then told Mr [redacted] that they would not accept the subsequent counseling from Consumer Credit & Budget Counseling, (CCBC) rather he could only obtain the counseling and certificate from an entity called eHome America, therefore Mr [redacted] requested his funds back Despite the fact that Mr [redacted] signed a clearly worded disclosure acknowledging that the responsibility to verify that the lender will accept the course and certification lies with the client and not CCBC, we nonetheless refunded the money At this point, Mr [redacted] has received two counseling sessions and two certificates from CCBC, all of which was provided without cost to him and that is the only resolution that CCBC is in a position to offer I would be happy to discuss any of this in further detail at any time
This letter is in response to your letter of December 16, regarding the above-referenced client First, let me apologize for the delay in responding to the original complaint We have no record of receiving the complaint in this office and certainly would have responded more promptly had we seen it As to the facts of the issue itself, I have investigated the matter and discovered that Mr [redacted] did indeed get the services for which he contacted this office He obtained initial counseling from us on October 23, 2014, paid for the session and received the requisite certificate Unfortunately, he discovered on November 13, that the lender would not accept the specific type of counseling he was provided and needed a more specialized type of session We conducted this, more expensive counseling session and issued the certificate all at no charge to Mr [redacted] His lender apparently then told Mr [redacted] that they would not accept the subsequent counseling from Consumer Credit & Budget Counseling, (CCBC) rather he could only obtain the counseling and certificate from an entity called eHome America, therefore Mr [redacted] requested his funds back Despite the fact that Mr [redacted] signed a clearly worded disclosure acknowledging that the responsibility to verify that the lender will accept the course and certification lies with the client and not CCBC, we nonetheless refunded the money At this point, Mr [redacted] has received two counseling sessions and two certificates from CCBC, all of which was provided without cost to him and that is the only resolution that CCBC is in a position to offer I would be happy to discuss any of this in further detail at any time