Crisis Credit Counseling

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I at no point was ever told by anyone at Crisis Credit Counseling that the funds would not be returned to me if I didn't successfully complete the programFurthermore the assertion that Crisis credit Counseling charges dollars for processing and setting up the account is preposterousIt's the only way a company can scam money from someone that ends up filing for babkruptcyto set things up??? ImpossibleIt's the businesses way of making up their dollar a month fee for months It's a bait and switch in a way because Crisis Credit counseling has people right where they want themThey're dealing with people who are on the verge of financial collapse and who will do whatever it takes to provide for their family I find it totally patronizing that this company tries to imply they are out to help peopleStealing from the mouths of my kids is a great way to show they care?? Unprofessional and completely unethical company DO NOT DO BUSINESS WITH THEM I am requesting the return of my $from Crisis Credit Counseling immediately Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Again, I wholeheartedly disagree with this financial organizations basis for taking dollars as a set up feeI was never instructed that said funds would be kept if I didn't "complete the program"It was stated in no uncertain terms that the monies I gave for the first month would be returned at the endIn my estimation, this organization, that claims to help people, have done this to others Their claim that they went above and beyond to help me is a complete lieNot only did they take that first payment as a "setup fee", but also charged me the monthly agreed upon rate of dollars a month as a service chargeMy "unfortunately CHOOSING to file bankrupty was based solely on the fact that I couldn't afford to pay a month in the first place I didn't CHOOSE to fileI was forced toYour company taking dollars from as a punishment for not completing something I was in way able to do was irresponsible on both partiesI would have expected a little more help from a group that was "looking to help" All you've done is line your own pockets and left me dollars more in debt Regards, [redacted]

Response to Complaint ID: In response to the above referenced complaint, client originally enrolled months ago on 4/15/ During this time, she enrolled through an affiliate company that in turn passed the debt management plan through our service processing organization At the time of enrollment, client signed her agreement via DocuSign, the company that we use for our electronic signature process DocuSign is a secure signature portal which allows consumers to remotely sign their documents using a digital signature Additionally, it is a very reliable and trustworthy company that is used by many reputable organizations and known for their stringent security standards in protecting highly sensitive data Once her agreement was acknowledged and signed, she was then transferred to a Certified Credit Counselor to verify the agreement and information provided during enrollment During the recorded verification call, client confirmed that the information provided on the agreement was accurate and stated that she had no additional questions or concerns On 9/24/ client made contact with Crisis Credit Counseling stating she was not aware that a monthly service fee was included in her payment of $per month Her account representative explained that the monthly service fee was indicated on several areas of the signed contract, and also allowed her to re-listen to the recorded verification call The client is correct in stating that the call did not verify the monthly service fee However, the verification process of the debt management plan enrollment is to essentially verify the information the client provides to the sales agent/affiliate organization It is not to verify all the components of the debt management planAs a result, CCC offered to lower her monthly service fee to $30, but could not retroactively refund the previous service fees We also stated that we would mail her a copy of the signed agreement she had received via email back on 4/15/to reference the areas which indicated the monthly service fee Client had requested time to review the documents mailed and consider her options She stated that she would get back to us On 10/1/14, client called back very upset stating that the signature on the contract she received was not hers and that she did not recall ever signing the agreement We re-explained to client that the DocuSign Company that is contracted through CCC is used to protect her, the client, as well as the organization However, to give client the benefit of the doubt because she was adamant on never receiving this signed agreement, we re-confirmed her email address Upon confirmation, we then further explained that the signature on the agreement was digitally linked to that email As a result, further into call, client did state that she did sign the agreement with her mouse, and did acknowledge receiving it—only that it was not her handwritten signature I believe that client was confused as to how the electronic processes worked with the signing of her agreement into the debt management plan, but still decided to proceed with the program because she did grasp the benefit back in It was reiterated to her that she had plenty opportunities to voice her concern or misunderstanding throughout the initial enrollment process as well as during the first few months of the service period She had the opportunity: During the time of her sales call with the sales agent At the time when she was digitally signing her agreement Upon being transferred to the 3rd party verifier who is required to verify all the information that the clients provided to the sales agent Again at the end of the verification call when the Certified Credit Counselor asks if client has additional questions Upon receiving her Welcome Letter via email to the same address that her signed agreement was emailed to [redacted] Additionally, during the verification process, her assigned account manager informed her that she would still receive monthly credit card statement from her creditor as she normally would We ask her to review these statements monthly to ensure that the payments are posting and the interest rate has dropped Client stated that she did see only $ paid to her creditor but never called our organization to find out where the other $was being paid to She had knowledge of this for at least mths prior to inquiring with CCC At the end of the call, came to an understanding and reached a decision She was given Options – (1) To stay in the program with a reduced monthly fee of $and a payoff in approximately mths, or (2) To be completely dropped from the program at which point her creditor will revert her interest rate to the creditor assigned default rate She opted to remain in the program with a reduced monthly fee and is now accepting of the program termsThis case has been resolved

Client # [redacted] completed his debt management plan on February 8, with the final payment made to Discover Card At the time of his completion, Crisis Credit Counseling was in the early stages of transitioning all clients who participated in debt management plans to non-profit agencies that could provide more products and services to benefit their financial situations Because this was an extensive process, all Service Contribution refunds were tentatively put on hold until May 11, when all transfers would be confirmed completed Mr [redacted] Service Contribution is in line to be refunded at this time

On September 26, 2014, client *** ** *** signed and
agreed to be enrolled in a debt management plan provided by our organization,
Crisis Credit Counseling. Mr***’s initial
payment of $was set for 10/2/and set to recur on the 2nd
of every month thereafter.
Since that
time, client has made of his contractual payments in the program. The initial payment client referenced in
statement is the Service Contribution into the plan. Crisis Credit Counseling utilizes Service
Contribution during the conversion period to sthe client and communicate
with their creditors to ensure a smooth transition into the program. Additionally, the Service Contribution also
acts as an incentive for all our clients to successfully complete the debt
management plan. After verified
completion, our organization will give a cash back award equal to the client’s
second month creditor’s payment. In Mr
***’s case, that amount would have been approximately $1010.00. Successful Completion of the plan is whereby defined
as client making timely monthly payments as agreed per signed contract, until
all creditors are paid in full and verified that account balance is equal to zero. Unfortunately cancellation from the program
is not considered Successful Completion.
Client was made aware of this important aspect at several points during
the enrollment process. It is thoroughly
explained in depth by the counseling agent before a contract is generated. It is again referenced by the counseling
agent during the signing process of the contact. In addition, as a protection to the interest
of all our clients, it is again clarified during a recorded 3rd
party verification call which goes over the terms of the signed agreement to
ensure they are fully aware of what they are committing to. The client can also refer to Section Page
of signed contract and refer to the written conditions of cancellation on the
last page of contract titled “Notice of Cancellation”.
In review of the client notes on the activity of the
account, the account manager mentioned, *** *** worked diligently with
client requests to move his monthly drafts to different dates over the past months. Moreover, taking into consideration the
clients difficulty in meeting his payment due date, Crisis Credit waived the
Insufficient Funds Fee incurred when client was not able to make his February draft
on time. Upon review of email paper
trail, there was no mention at any time that the client continually was told
that they could stop the program.
Furthermore, it is disappointing that the final communication from
client was left on an unprofessional note threatening “Facebook Here I Come”
when all our organization has done is try to help him achieve a better
financial well-being to have the funds for his kids food and clothing

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** Furthermore, I received a telephone call from Desiree at Crisis Credit Counseling this morning and was verbally informed of the same May promise date In my personal opinion, the fact that CCC has waited over three months after completion of my program to refund my participation fee remains unacceptable but I am willing to wait until May for CCC to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

On September 26, 2014, client *** ** *** signed and
agreed to be enrolled in a debt management plan provided by our organization,
Crisis Credit Counseling. Mr***’s initial
payment of $was set for 10/2/and set to recur on the 2nd
of
every month thereafter. Since that
time, client has made of his contractual payments in the program. The initial payment client referenced in
statement is the Service Contribution into the plan. Crisis Credit Counseling utilizes Service
Contribution during the conversion period to sthe client and communicate
with their creditors to ensure a smooth transition into the program. Additionally, the Service Contribution also
acts as an incentive for all our clients to successfully complete the debt
management plan. After verified
completion, our organization will give a cash back award equal to the client’s
second month creditor’s payment. In Mr
***’s case, that amount would have been approximately $1010.00. Successful Completion of the plan is whereby defined
as client making timely monthly payments as agreed per signed contract, until
all creditors are paid in full and verified that account balance is equal to zero. Unfortunately cancellation from the program
is not considered Successful Completion.
Client was made aware of this important aspect at several points during
the enrollment process. It is thoroughly
explained in depth by the counseling agent before a contract is generated. It is again referenced by the counseling
agent during the signing process of the contact. In addition, as a protection to the interest
of all our clients, it is again clarified during a recorded 3rd
party verification call which goes over the terms of the signed agreement to
ensure they are fully aware of what they are committing to. The client can also refer to Section Page
of signed contract and refer to the written conditions of cancellation on the
last page of contract titled “Notice of Cancellation”.
In review of the client notes on the activity of the
account, the account manager mentioned, *** *** worked diligently with
client requests to move his monthly drafts to different dates over the past months. Moreover, taking into consideration the
clients difficulty in meeting his payment due date, Crisis Credit waived the
Insufficient Funds Fee incurred when client was not able to make his February draft
on time. Upon review of email paper
trail, there was no mention at any time that the client continually was told
that they could stop the program.
Furthermore, it is disappointing that the final communication from
client was left on an unprofessional note threatening “Facebook Here I Come”
when all our organization has done is try to help him achieve a better
financial well-being to have the funds for his kids food and clothing

Our
organization does not scam our clients out of any monies, especially their
first payment.  During the enrollment
process, our licensed Credit Counselors are open and honest with all clients
regarding the program criteria.  As stated
during the counseling interview, during the documents signing, and again during
a 3rd party recorded verification, their first payment, which is
known as a Service Contribution, is awarded back to client upon successful
completion of the program.  This serves
as an incentive for the client to complete their debt management plan.  Those who opt our early, forfeit this
incentive and upon receipt of their notice of cancellation, are dropped from
program.  This was acknowledged and
accepted from the time of enrollment with client.  The first payment of $1059 is the amount that
is paid to his creditors.  Every client’s
first payment is based on the amount paid to their creditors—Not a specific
amount of $1059 as a set-up fee.
Additionally,
client is mistaken that we deal with people who are on the verge of financial
collapse.  We are not a debt settlement
company that advises our clients not to pay their creditors.  On the contrary, the client must be in good
standing with all their creditors and be reporting “Paid As Agreed” in order to
qualify for the debt management plan.  A
client who was “on the verge of financial collapse” would not qualify for the
debt management plan and would not have their creditors accept our
proposals.  When client signed his
contract he understood all conditions of the program from start to finish.  It is unfortunate that circumstances
subsequent from the time of enrollment has led to his decision to file
bankruptcy.  Crisis Credit Counseling fulfilled
the terms of the contract to the best of our ability and at this time all
monies paid by client have been paid out to creditors and agencies involved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I at no point was ever told by anyone at Crisis Credit Counseling that the funds would not be returned to me if I didn't successfully complete the program. Furthermore the assertion that Crisis credit Counseling charges 1059.00 dollars for processing and setting up the account is preposterous. It's the only way a company can scam money from someone that ends up filing for babkruptcy. 1059.00 to set things up???  Impossible. It's the businesses way of making up their 49 dollar a month fee for 54 months.  It's a bait and switch in a way because Crisis Credit counseling has people right where they want them. They're dealing with people who are on the verge of financial collapse and who will do whatever it takes to provide for their family.  I find it totally patronizing that this company tries to imply they are out to help people. Stealing 1059.00 from the mouths of my kids is a great way to show they care??  Unprofessional and completely unethical company.  DO NOT DO BUSINESS WITH THEM.  I am requesting the return of my $1059.00 from Crisis Credit Counseling immediately. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I at no point was ever told by anyone at Crisis Credit Counseling that the funds would not be returned to me if I didn't successfully complete the program. Furthermore the assertion that Crisis credit Counseling charges 1059.00 dollars for processing and setting up the account is preposterous. It's the only way a company can scam money from someone that ends up filing for babkruptcy. 1059.00 to set things up???  Impossible. It's the businesses way of making up their 49 dollar a month fee for 54 months.  It's a bait and switch in a way because Crisis Credit counseling has people right where they want them. They're dealing with people who are on the verge of financial collapse and who will do whatever it takes to provide for their family.  I find it totally patronizing that this company tries to imply they are out to help people. Stealing 1059.00 from the mouths of my kids is a great way to show they care??  Unprofessional and completely unethical company.  DO NOT DO BUSINESS WITH THEM.  I am requesting the return of my $1059.00 from Crisis Credit Counseling immediately. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Again, I wholeheartedly disagree with this financial organizations basis for taking 1059 dollars as a set up fee. I was never instructed that said funds would be kept if I didn't "complete the program". It was stated in no uncertain terms that the monies I gave for the first month would be returned at the end. In my estimation, this organization, that claims to help people, have done this to others.  Their claim that  they went above and beyond to help me is a complete lie. Not only did they take that first payment as a "setup fee", but also charged me the monthly agreed upon rate of 49 dollars  a month as a service charge. My "unfortunately CHOOSING to file bankrupty was based solely on the fact that I couldn't afford to pay 1058 a month in the first place.  I didn't CHOOSE to file. I was forced to. Your company taking 1059 dollars from as a punishment for not completing something I was in way able to do was irresponsible on both parties. I would have expected a little more help from a group that was "looking to help".  All you've done is line your own pockets and left me 1059 dollars more in debt.
Regards,
[redacted]

Client #[redacted] completed his debt management plan on February 8, 2017 with the final payment made to Discover Card.  At the time of his completion, Crisis Credit Counseling was in the early stages of transitioning all clients who participated in debt management plans to non-profit...

agencies that could provide more products and services to benefit their financial situations.  Because this was an extensive process, all Service Contribution refunds were tentatively put on hold until May 11, 2017 when all transfers would be confirmed completed.  Mr [redacted] Service Contribution is in line to be refunded at this time.

I first learned about Crisis Credit Counseling from a "cold call" in 2013. The very pleasant woman on the phone congratulated me on having excellent credit but noticed that my credit to income ratio was upside down. I was struggling to get out of my 60+ thousand dollars of credit card debt. I was making regular monthly payments PLUS extra towards the highest interest card. Despite my efforts, the high interest amounts on each card were preventing me from making any headway on the balances. For just a nominal monthly fee, Crisis Credit Counseling offered to help me negotiate lower interest rates on five of my credit cards and set up a lump sum amount that was taken out of my checking account monthly to pay those five cards. I enrolled in the program in February of 2013. Today, I am FIVE months away from paying off all five credit cards. Who would ever have believed that I could SAVE $80,000 of interest and pay off a balance of $61,000 in just 4 1/2 years? If I had tried to do it alone without Crisis Credit Counseling's help, I would be paying for 22 years instead of 4 1/2. Thanks to Crisis Credit Counseling and their excellent business performance, they delivered true to their word to really help me see the reality of Debt Free living. Thank you from the bottom of my and my husband's hearts. You are a true LIFE SAVER for us!!

Response
to Complaint ID: 10236989
In response to
the above referenced complaint, client originally enrolled 17 months ago on
4/15/2013.  During this time, she
enrolled through an affiliate company that in turn passed the debt management plan
through our service processing...

organization. 
At the time of enrollment, client signed her agreement via DocuSign, the
company that we use for our electronic signature process.  DocuSign is a secure signature portal which
allows consumers to remotely sign their documents using a digital
signature.   Additionally, it is a very
reliable and trustworthy company that is used by many reputable organizations
and known for their stringent security standards in protecting highly sensitive
data.  Once her agreement was
acknowledged and signed, she was then transferred to a Certified Credit
Counselor to verify the agreement and information provided during
enrollment.  During the recorded
verification call, client confirmed that the information provided on the agreement
was accurate and stated that she had no additional questions or concerns.
On 9/24/14
client made contact with Crisis Credit Counseling stating she was not aware
that a monthly service fee was included in her payment of $225 per month.  Her account representative explained that the
monthly service fee was indicated on several areas of the signed contract, and
also allowed her to re-listen to the recorded verification call.  The client is correct in stating that the
call did not verify the monthly service fee. 
However, the verification process of the debt management plan enrollment
is to essentially verify the information the client provides to the sales agent/affiliate
organization.  It is not to verify all
the components of the debt management plan. As a result, CCC offered to lower
her monthly service fee to $30, but could not retroactively refund the previous
service fees.  We also stated that we
would mail her a copy of the signed agreement she had received via email back
on 4/15/2013 to reference the areas which indicated the monthly service
fee.  Client had requested time to review
the documents mailed and consider her options. 
She stated that she would get back to us.
On 10/1/14,
client called back very upset stating that the signature on the contract she
received was not hers and that she did not recall ever signing the
agreement.  We re-explained to client
that the DocuSign Company that is contracted through CCC is used to protect
her, the client, as well as the organization. 
However, to give client the benefit of the doubt because she was adamant
on never receiving this signed agreement, we re-confirmed her email
address.  Upon confirmation, we then
further explained that the signature on the agreement was digitally linked to
that email.  As a result, further into
call, client did state that she did sign the agreement with her mouse, and did
acknowledge receiving it—only that it was not her handwritten signature. 
I believe that
client was confused as to how the electronic processes worked with the signing
of her agreement into the debt management plan, but still decided to proceed
with the program because she did grasp the benefit back in 2013.  It was reiterated to her that she had plenty
opportunities to voice her concern or misunderstanding throughout the initial
enrollment process as well as during the first few months of the service period. 
She had the
opportunity:

During
the time of her sales call with the sales agent.


At
the time when she was digitally signing her agreement.


Upon
being transferred to the 3rd party verifier who is required to
verify all the information that the clients provided to the sales agent.


Again
at the end of the verification call when the Certified Credit Counselor asks if
client has additional questions.


Upon
receiving her Welcome Letter via email to the same address that her signed
agreement was emailed to.

** Additionally, during the verification
process, her assigned account manager informed her that she would still receive
monthly credit card statement from her creditor as she normally would.  We ask her to review these statements monthly
to ensure that the payments are posting and the interest rate has dropped.  Client stated that she did see only $176.00
paid to her creditor but never called our organization to find out where the
other $49 was being paid to.  She had
knowledge of this for at least 12 mths prior to inquiring with CCC.
At the end of
the call, came to an understanding and reached a decision.  She was given 2 Options – (1) To stay in the program
with a reduced monthly fee of $30 and a payoff in approximately 36 mths, or (2)
To be completely dropped from the program at which point her creditor will
revert her interest rate to the creditor assigned default rate.  She opted to remain in the program with a
reduced monthly fee and is now accepting of the program terms. This case has
been resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Again, I wholeheartedly disagree with this financial organizations basis for taking 1059 dollars as a set up fee. I was never instructed that said funds would be kept if I didn't "complete the program". It was stated in no uncertain terms that the monies I gave for the first month would be returned at the end. In my estimation, this organization, that claims to help people, have done this to others.  Their claim that  they went above and beyond to help me is a complete lie. Not only did they take that first payment as a "setup fee", but also charged me the monthly agreed upon rate of 49 dollars  a month as a service charge. My "unfortunately CHOOSING to file bankrupty was based solely on the fact that I couldn't afford to pay 1058 a month in the first place.  I didn't CHOOSE to file. I was forced to. Your company taking 1059 dollars from as a punishment for not completing something I was in way able to do was irresponsible on both parties. I would have expected a little more help from a group that was "looking to help".  All you've done is line your own pockets and left me 1059 dollars more in debt.
Regards,
[redacted]

Our
organization does not scam our clients out of any monies, especially their
first payment.  During the enrollment
process, our licensed Credit Counselors are open and honest with all clients
regarding the program criteria.  As stated
during the counseling interview, during the documents signing, and again during
a 3rd party recorded verification, their first payment, which is
known as a Service Contribution, is awarded back to client upon successful
completion of the program.  This serves
as an incentive for the client to complete their debt management plan.  Those who opt our early, forfeit this
incentive and upon receipt of their notice of cancellation, are dropped from
program.  This was acknowledged and
accepted from the time of enrollment with client.  The first payment of $1059 is the amount that
is paid to his creditors.  Every client’s
first payment is based on the amount paid to their creditors—Not a specific
amount of $1059 as a set-up fee.
Additionally,
client is mistaken that we deal with people who are on the verge of financial
collapse.  We are not a debt settlement
company that advises our clients not to pay their creditors.  On the contrary, the client must be in good
standing with all their creditors and be reporting “Paid As Agreed” in order to
qualify for the debt management plan.  A
client who was “on the verge of financial collapse” would not qualify for the
debt management plan and would not have their creditors accept our
proposals.  When client signed his
contract he understood all conditions of the program from start to finish.  It is unfortunate that circumstances
subsequent from the time of enrollment has led to his decision to file
bankruptcy.  Crisis Credit Counseling fulfilled
the terms of the contract to the best of our ability and at this time all
monies paid by client have been paid out to creditors and agencies involved.