M & M Recycling, Inc.

Credit.org’s
Response Below:
***
***
***
* *** ***
***
***, ** ***
***_***@msn.com
Revdex.com
Case # ***
Agency
Response:
We are in
receipt of the consumers Revdex.com complaint dated April 25, Thank you for
bringing your client’s
concerns regarding her Debt Management Plan (“DMP”) to our attention
The consumer contacted
our agency for counseling assistance on January 25, 2017. As a nonprofit credit counseling agency, it
is credit.org’s number one priority to help distressed consumers understand
what their credit and debt options are based on their unique situation. After the
initial January 25, counseling session, our records indicate we
communicated with the consumer on multiple occasions to obtain required and
necessary information and documentation to complete the DMP enrollment.
Our agency has been in communication with the consumer to resolve her
complaint and at her request, we have closed out her account and will cease any
further activity on her behalf with her creditors or otherwise and refund her
$in fees collected
Response
summary:
We
believe the complaint was resolved to the client’s satisfaction
Credit.org strives to provide all
clients with a positive counseling experience and we wish the client a
successful outcome with her financial endeavors
Most respectfully,
*** ***
Credit.org Quality Assurance Manager, *** @ credit.org
800.947.3752,
ext

Consumer
Info:
*** ** ***
*** ** ** *** *** ***
*** ** ***
###-###-####
***
Complaint
ID:
Response
sum***: 8-4-
Credit.org
appreciates the Revdex.com’s efforts in bringing the consumer’s
concern to our attention It is always credit.org’s number one priority
to help distressed homeowners understand what their housing options are based
on their current situation, and provide
counseling and education with the highest regard for quality
On
8-1-2017, the Bureau made credit.org aware of the consumer’s initial complaint
dated 7-31-2017, and we offer the following:
Credit.org,
established over years ago, is one of the nation’s largest nonprofit housing
counseling agencies approved by the U.SDepartment of Housing and Urban Development. We are funded through a variety of government
grants and private foundations and offer most of our public services at no
charge.
The
following is a recap of our communications with the consumer:
Credit.org
assigned two
(2) different counselors who attempted to assist the consumer with his mortgage
concerns
7-15-2017, the consumer spoke by
telephone with one of our certified counselors, for a free and confidential
mortgage counseling sessionDuring the session, our counselor offered a
conference call to the lender to address the consumer’s concernsThe consumer
declined the conference call stating, “I have to think about it first.”
7-24-2017, the consumer spoke to the mortgage
counseling department manager requesting a call back from the counselor who
assisted him during his initial session
7-25-2017, our counselor made two
attempts to contact the consumer but there was no answer
7-25-2017, the consumer contacted our
office and was transferred to our mortgage counseling departmentHe completed
a second counseling session with a different certified counselorDuring the
counseling session, the consumer requested assistance with a conference call to
his mortgage lenderOur counselor made an attempt to complete the conference
callHowever, the lender had long hold times and our counselor offered the
consumer the option to remain on hold or schedule a call backOpting for a
call back, the consumer scheduled an appointment for the conference call
On 7/27/2017, our counselor made an
attempt to contact the consumer to complete the requested conference call with
the lenderHowever, there was no answer
Credit.org offers
the following resolution; assist the consumer with the completion of a
conference call to his mortgage lender as requested in the complaint
notification
Response
sum***: Credit.org
will gladly continue to assist and accommodate the consumer’s request for
mortgage assistance through our mortgage counseling programThe consumer may contact me
directly at ###-###-#### or via email at *** to set up a
telephone counseling appointment with a day and time that is most convenient
for him to
facilitate a conference call to his lender
Respectfully,
***
***
Quality Assurance Manager
###-###-####
***.***@credit.org

Initial Business Response /* (1000, 5, 2016/06/24) */
Springboard's Response below:
Complaint ID: XXXXXXXX
Agency Response:
Springboard appreciates the Revdex.com's efforts in bringing the consumer's concern to our attentionIt is always Springboard's number one priority to
help distressed homeowners understand what their housing situation/options are based on their current situation, and provide assistance and education with the highest regard for quality
On 6-15-16, the Bureau made Springboard aware of the consumer's complaintWe reviewed the complaint and, we are in direct contact with the consumer in an attempt to resolve any outstanding issues
On Thursday, 6/16/16, our Escalation Manager contacted the consumer and discussed his file and scenario in detailAfter the conversation, the file was transferred to an Escalation Processor
We have successfully served this consumer in the past and we are reviewing the consumer's file for a secondary hardship and potential additional assistance
The consumer was also advised of the following:
1) Advised we do not live transfer to Supervisors, however Processors can refer a file to a Supervisor, who will return a call within a - hour timeframeThe consumer advised this was a reasonable process, and consistent with how he has handled similar situations in the workplaceHe understands a Supervisor would need time to review a situation
2) Advised the consumer that calls are typically only recorded for our Triage/Counseling center associatesTherefore, there would be no recorded call to provide
Response summary:
The complaint regarding his processor has also been investigatedAlthough we could not corroborate the behavior the complaint was based on, we are providing additional training to the associate on how to better handle this type of escalation scenario
Most respectfully,
*** ***
Springboard Quality Assurance Manager, ***
8***
Initial Consumer Rebuttal /* (3000, 7, 2016/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Based on the very apathetic and dismissive response provided by Springboard for this complaint, No, I do Not accept the response from Springboard because it fails to address the very unprofessional conduct by their employee, *** *** and the specifics of that unprofessional conduct by Mrs***
Springboard, by Not addressing the specifics of my complaint, in detail, is simply ignoring it and thus letting all their employees know that Nothing will be done when they refuse to treat us, the very distressed callers to Keep Your Home California, with the dignity and respect we deserve in an already very humiliating, embarrassing, and stressful situation where we are about to lose our homes and seek any assistance in our time of distress by contacting Keep Your Home California (because we are lead to believe Keep Your Home California is in fact a California State Government agency), and where we find ourselves instead having to deal with Springboard which is a privately owned company
Mrs*** *** outright lied to me during an already very stressful situation I find myself in where Suntrust Mortgage, Inchas been harassing and intimidating me with their heavy-handed and illegal business tactics in their ongoing attempts to steal my home form me for over the past three yearsThe last thing I or any person in this type or similar situations needs when calling Keep Your Home California is speaking with a very apathetic and unprofessional employee , specifically Ms***, from a privately owned company called Springboard (who refuses to verify if they are or Not an employee of Any government agency, is evasive about it, and still keeps implying they are indeed a California State, or any other government agency) being lied to, denied assistance, and then having that Springboard employee outright hang up on me and refuse to answer the phone later when I called her back at Keep Your Home California, thus leaving me without any recourse in this, my very difficult time during which I sought assistance from the very program specifically set up to assist such home owner in distress and in danger of losing our homesMrs*** *** hung up on me and I was left to further stress out because at that point when she hung up on meI am a disabled United States Marine Corps Veteran on a sole and fixed income from a VA Pension and among my many disabilities are depression and anxiety which were only made worse by being denied assistance and left with no recourse in my time of need, by Springboard employee Ms***
Every time, and including this one time for which I filed this complaint I call Keep Your Home California I am informed that my phone call is being recordedTherefore I do Not at all accept that Springboard is now stating that, "Although we could not corroborate the behavior the complaint was based on..." I was informed that I was being recorded by Springboard and that is why I demand to be provided with the recorded phone call between Ms*** and I during our interaction, as well as the transcripts of itSpringboard cannot be allowed to state that all their phone calls are recorded, then refuse to provide them in situations such as this where that recording will corroborate what I have stated to Springboard and to the Revdex.com in this complaint
The resolution I seek now is to be provided with that recording, its transcripts of it, to have Springboard employee *** *** specifically write me a letter of apology, for Springboard to terminate her employment for her humiliating and harassing treatment of me, To have Springboard Stop lying to the public by refusing to answer whether or not Springboard ia or Not a State agency
I believe the resolutions I seek in this complaint are reasonable, given the apathetic and evasive response by Springboard here
Final Business Response /* (4000, 9, 2016/07/08) */
Springboard's Rebuttal Response:
Complaint ID: XXXXXXXX
Springboard takes its client's feedback seriouslyAn investigation was opened to review this matter and appropriate action was conducted regarding the consumer's complaint
We continue to be in contact with the consumer and believe that we are very close to reaching resolution to the complaintSpringboard is not a State Agency nor do we represent our company as suchIf there is any misunderstanding in this regard, the consumer is encouraged to contact us for clarification about our structure and our role in the program for which they have appliedWe understand the consumer's frustration, however, Springboard will be solely responsible for making decisions about training, counseling and all other actions related to our employees
Most respectfully,
***,
Springboard Quality Assurance Manager, *** @ credit.org
***

Initial Business Response /* (1000, 5, 2016/02/11) */
Contact Name and Title: *** *** QA Manager
Contact Phone: XXX-XXX-XXXX Ex ***
Contact Email: ***@credit.org
Springboard's Response below:
*** ***
***
(XXX)
XXX-XXXX
***@yahoo.com
Revdex.com Complaint ID: XXXXXXXX
Response:
We are in receipt of the consumer's Revdex.com complaint dated February 2,
Springboard appreciates the consumer bringing this concern to our attentionSpringboard takes the quality of our *** delivery, *** feedback, and client concerns seriouslyIt is Springboard's number one priority to help distressed consumers understand what their credit and debt options are based on their unique situation
We appreciate Ms*** taking time to complete her online application and sincerely apologize for any delay she experienced in receiving a prompt response from one of our agency representativesI would also like to let the consumer know that we take our obligation to safeguard client's personal information very seriously as it our policy to ensure that every effort is made to protect all confidential and sensitive data
Response summary:
Ms*** stated in her complaint she would like to be contactedOn February 3, 2016, one of our certified counselors, *** reached out to Ms*** via email and also left a voice mail to provide assistanceOn February 4, 2016, I also reached out to Ms*** via email and left a voice mail to offer my assistance as well
On 2/4/2016, I was notified by the credit and debt counseling supervisor that Ms*** replied to the counselors email to notify us that she was no longer interested in our services
We are requesting Ms*** reconsider recalling the Revdex.com complaint and allow our agency to provide her with an expert and personalized help with one of our certified consumer credit counselorsMs*** may contact me directly at XXXX -XXX-XXXX ext*** to set up a telephone counseling appointment with a day and time that is most convenient for her to review her information so that we may be able to provide Ms*** a free comprehensive credit and debt counseling session
Most respectfully,
***
Initial Consumer Rebuttal /* (2000, 7, 2016/02/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I am rejecting this response because:I would like a formal letter of apology in writingIn the last couple of weeks, I have had to contact each creditor to work on re-establishing my credit that was in good standing with all the creditors prior to the DMP program I am having to not only write to all my creditors, and althought I'm back to good standing with all my creditors, unfortunalely all my credit cards are closed, as I was informed they would be, but wasn't informed they would be permanently closed after the completion of the DMP programCredit.org should train their emlployees better so that when they advise their clients, they advise them with the correct information. I am unsatisfied with their service, because not only did they withdraw monies from my account when they weren't suppose to, they also advised me they would not be putting one of my credit cards on the DMP, (per email) and come to find out that credit card was put on the program. I am requesting a letter indicating the errors that happened, so that I can present this to each creditor and three credit bureus; Equifax, Transunion, and Experian to explain what happened and hope this will assist withtheir training mistakeI don't want this to happen to anyone else, due to "lack" of training

Credit.org
Rebuttal Response:
Complaint
ID: ***
Credit.org
takes its consumer’s feedback seriouslyAn investigation was opened to review
this matter and appropriate action was conducted regarding the consumer’s
complaint.
We
apologize for the miscommunication the consumer had with our agencyWe disagree
with the statements made in her complaint letter about what was discussed with
our counselorDuring our research we
identified that no amounts were paid without the consumer’s authorization
We
also dispute the consumer’s opinion of our training curriculum. All our counselors are highly skilled and
undergo rigorous trainingOur agency also provides a continuing and ongoing
training program and education to ensure our counselors remain current and knowledgeable
in the consumer financial education field
At
the consumer’s request, we immediately closed her account and promptly refunded
her monies within hours
This letter is intended to acknowledge
the consumer’s request to cease any further activity on the behalf with her creditors.
Most respectfully,
*** ***
Quality Assurance Manager, *** @ credit.org
800.947.3752,
ext

Initial Business Response /* (1000, 7, 2016/02/26) */
Springboard's Response below:
*** ***
*** *** *** ***
*** ** XXXXX
(XXX) XXX-XXXX
***@charter.net
Complaint ID: XXXXXXXX
Response:
Springboard appreciates the Revdex.com's efforts in bringing
the client's concern to our attentionIt is always Springboard's number one priority to help distressed homeowners understand what their housing situation/options are based on their current situation, and provide counseling and education with the highest regard for quality
On 2-11-16, the Bureau made Springboard aware of the client's initial complaint and we offer the following:
Our records reflect that on 1-29-16, the client spoke by telephone with one of our certified counselors, *** *** for foreclosure prevention counseling
The client asserts that her privacy and rights have been violatedA review of our records indicates before we began the counseling session we established the purpose of our services and reviewed our confidentially and privacy policy ("Policy") with the consumerThis policy grants Springboard authorization to release the information the consumer provides us during their counseling sessionOur counselor asked for the client's mother's maiden name to ensure our client's privacy rights were protectedThe client provided an answer to this security question which we use as verification that the terms of our Policy have been acceptedThe review of the counseling session recording confirms both clients (Mr& Mrs***) agreed and accepted the terms of our privacy policy
The client also asserts that our counselor submitted a hardship letter to her servicer, Wells Fargo Mortgage approving a short saleAs a best practice, our agency counselors do not complete any type of hardship letters for our clients, instead a copy of a tailored action plan and budget are provided to the clients at the conclusion of the counseling session so clients are clear on what their next steps areOur records indicate we emailed the clients their budget and action plan on 1-29-16, and there is no evidence of a short sale recommendation listedAdditionally, the review of the call session recording does not mention a short sale as a mortgage recommendation
The following is our counselor's mortgage recommendations
"Primary Recommendation: Traditional Sale
My mortgage recommendation for you at this time is to liquidate the property through a regular sale unless you are able to reduce your monthly deficit/increase monthly incomeRemember that you have equity on your home and selling it would leave you with a profit which is preferable to a foreclosure
You may have other options as well, including Hardest Hit Funds HHF in your StatePlease check the website for more informationStates have limited funds which may be exhausted or close to being exhausted so don't delay in contacting your state's HHF officehttp://www.keepmytnhome.org
Your next step is to Contact a licensed realtor to list your home for sale."
Our records indicates at the close of the counseling session the counselor asked Mrs*** to rate her counseling experience with the counselor on a scale of to The client stated to the counselor she would give her a rating and excellent job
On 2/9/16, our records indicate that the client called our office requesting to speak to a supervisor*** *** foreclosure prevention supervisor returned the clients call on the same day
On 2/25/16, I contacted the client and left a voice mail messageMrs*** returned my call within the hourI thanked the client for returning my call and explained I wanted to offer my assistance and help her clarify any concerns she hadThe client was very upset, she would not let me explain, and she kept stating our agency violated her privacy and threatened that she has filed complaints with multiple government agencies and her local congressmanThe client also informed me she did not want to be contacted by any Springboard associates
Response summary:
Our records do not support the statements made in Ms***'s complaint about what was discussed with our Springboard counselor on January 29,
After careful review of the consumer's case file, Springboard concludes the irregularities mentioned in the consumer's complaint were not a result of their housing counseling with Springboard, but may have been caused by other factors not related to Springboard
Per the client's request, we have removed the client from our contact list
Most respectfully,
*** ***
Quality Assurance Manager, ***
*** ext***

Credit.org’s
Response Below: ***
D*** *** *** *** *** *** *** Los
Angeles, CA 90039***[email protected] Revdex.com
Case #12766228
Agency
Response:
We are in
receipt of the consumer’s Revdex.com complaint dated March 29, 2018. Thank you for bringing the
consumer’s concern
regarding her Debt Management Plan (“DMP”) enrollment to our attention
The consumer contacted
our agency for financial counseling assistance on January 10, 2018. As a nonprofit credit counseling agency, it
is credit.org’s number one priority to help distressed consumers understand
what their credit and debt options are based on their unique situation.
The following
is a recap of our agency’s communications with the consumer:
January 10,
2018. The consumer spoke by telephone
with one of our certified financial coaches, for a free and confidential credit
and debt counseling session. During such
time, based on the information provided during this initial session, we determined that the consumer qualified for a DMP. A DMP is a systematic way to pay down outstanding unsecured debt through a single monthly payment
to a nonprofit credit counseling agency, which then distributes such funds to
the consumer’s various creditors. Credit
counseling agencies frequently have the ability to negotiate reductions in
finance charges and fees and eliminate harassing collection calls.
The consumer chose
to enroll in a DMP with a start date of February 10, January 25,
2018. We received the consumer’s credit
card and bank statements necessary to set up her DMP. However, the
consumer didn’t approve the required online DMP enrollment documents as
instructed
February
1, 5, and 20. The financial coach called
the consumer regarding her need to approve the online DMP enrollment documents,
however, the phone only rang with no option to leave a voice mail message (most
creditors utilize electronic signature only, and no longer accept mailed
hand-signed paper documents). January 10,
February and 2. The financial coach
sent the consumer an email reminder to approve her online DMP enrollment documents
February
8, 2018. One of our enrollment support
counselors sent the client another reminder email to approve her online DMP
enrollment documentsWithout the consumer’s enrollment and approval we were
unable to make an ACH (Automated Clearing House) debit to
start the DMP on 02-10-2018. Therefore, the consumer’s bank account
wasn’t debited
for a DMP payment. In
total, we attempted to reach the consumer times to initiate the DMP process.
February
20, 2018. The consumer’s DMP enrollment was
cancelled for failing to complete the enrollment process
March
27, 2018. The consumer contacted our
office and spoke to our DMP enrollment support counselorThe consumer requested
to speak with the financial coach who previously assisted herThe enrollment
support counselor transferred the call to the financial coach. The consumer updated and amended her
information (i.eincome and expenses), and as a result a subsequent counseling
session needed to be conductedAfter analysis of the updated information, the financial
coach determined that a DMP program was no longer appropriate due to the consumer’s
increase in income, which revealed a very large surplus of excess income. March 29,
2018. The consumer contacted our office requesting
to speak with her financial coach stating she hadn’t received any follow up
callsBecause the consumer stated she had not received any follow up calls, the
department manager accepted the call to handle the concern, but the call was
disconnectedThe manager immediately attempted to reconnect with the consumer
via the telephone number on file, however, the phone continued to ring without
the ability to leave a voice mail message
March 30,
2018. The consumer filed a Revdex.com complaint
Response
sum***: Our agency made repeated attempts to reach the
consumer without successThe consumer
failed to complete the DMP enrollment process, and we were unable to start the
DMP without such. On March 27,
during a subsequent counseling session, the consumer was informed that she
was no longer a DMP candidate due to a very large surplus of income, based on
the updated income information she provided at that time
On
March 30, 2018, at the consumer’s Revdex.com request, our credit and debt counseling
department manager called the consumer at the phone number provided in her Revdex.com
complaintThe manager was able to leave a voice mail message for the consumer
to please return her call, and provided her direct number and extension. The consumer’s contact number that she
provided throughout the counseling process was a different number from what the
consumer listed in her Revdex.com complaint
At the consumer’s request, we have
closed out her account and will cease any further activity
Credit.org strives to provide all consumers
with a positive counseling experience and we wish the consumer a successful
outcome with her financial endeavors
Most
respectfully, ***
***, Credit.org
Quality Assurance Manager, ***.***@credit.org ###-###-####,
ext

May16,
Credit.org’s
Response Below:
***
L***
** *** **
Hampton,
VA
***
Revdex.com
Case #
Agency
Response:
We are in
receipt of the consumer’s Revdex.com complaint dated May 11, 2018. Thank
you for bringing the consumer’s concern
regarding her Debt Management Plan (DMP) enrollment to our attention
The consumer contacted
our agency for financial counseling assistance on May 4, As a nonprofit
credit counseling agency, it is credit.org’s number one priority to help
distressed consumers understand what their credit and debt options are based on
their unique situation.
The following
is a recap of our agency’s communications with the consumer:
May 4, 2018: The consumer called our agency directly and
spoke with one of our certified financial coaches, for a free and confidential
credit and debt counseling session. Based
on the information provided during this initial session, we determined the consumer qualified for a DMP. A DMP is a systematic way
to pay down outstanding unsecured debt
through a single monthly payment to a nonprofit credit counseling agency, which
then distributes such funds to the consumer’s various creditors. Credit counseling agencies frequently have
the ability to negotiate reductions in finance charges and fees and eliminate
harassing collection calls.
The consumer agreed
to enroll in a DMP with a start date of May 4, Our calls are monitored to ensure complianceOur
records indicate that the consumer appeared happy with her decision to enroll
and verbally approved for our agency to withdraw funds from her bank account
the same day of her counseling session to ensure her creditors would be paid on
timeWhile it is not our
business practice to withdraw funds from the consumer’s account without
receiving signed documents, even with the consumer’s verbal permission, the
consumer informed our financial coach that her creditors’ payments were due by
May 9, 2018, thus there was an urgency for payment to be made immediately so as
to avoid incurring late fees and/or additional charges. Then, as per our usual practice, DMP enrollment
online documents were prepared, and the consumer was notified to go online to sign
these documents on May 4, 2018, as we were expediting her request to start the
DMP program. Our records reflect that
the consumer did not sign the DMP enrollment documents as agreed
May 8,
2018: One of our enrollment support counselors sent the consumer a reminder
email to approve her online DMP enrollment documents.
May
8, 2018: The consumer responded to our enrollment support counselor’s emailThe
consumer requested to cancel the DMP, stating she did not authorize our agency to
withdraw funds from her account, and that she did not want to enrollThe
consumer stated she was not happy with the financial coach who assisted her and
that she went to another agency for assistanceThe consumer informed our
agency she was sending a written request to cancel her DMP enrollment
When
a consumer requests to cancel a DMP program, our credit and debt counseling department’s
protocol is to contact the consumer to see if we can help the consumer overcome
concerns, assist him/her with any financial changes, and work with him/her in
an effort to retain him/her on the program
May 11, 2018: The consumer notified our office via email
that she was un-enrolling from the program and was requesting a refund the same
day. A request was sent to our payment
processing department to issue the consumer a refund of the consumer’s monies
electronicallyHowever, we were notified by the
payment processing department that a refund check would have to be sent to the consumer
by mail
May 11, 2018: Our
enrollment support counselor immediately advised the consumer that
unfortunately, same day refunds could not be issued, and we would be sending
her a refund check by mail on May 16, 2018.
May 11, 2018: Our
records reflect the consumer contacted our agency via our online chat services
requesting her refundThe consumer was informed the refund process can take
5-business days once the payment has postedThe consumer appeared upset with
this information and ended the chat.
May 11, 2018: The consumer filed a complaint with TrustLink
May 11, 2018: The consumer filed a subsequent Revdex.com complaint
Response
sum***:
On May and 13,
2018, our Credit and Debt Counseling Manager called the consumer at the telephone
number provided in her Revdex.com complaintThe consumer did not answer, and the
manager left a voicemail message for the consumer asking her to please return the
callThe Manager provided her direct number and extension.
At the consumer’s request, we have closed out her account and
will cease any further activity on her behalf
with her creditors or otherwise, and refund her $in funds collectedAn
email from our payment processing center confirmed the refund check has been
sent to the consumer
Credit.org
strives to provide all consumers with a positive counseling experience, and we
wish the consumer a successful outcome with her financial endeavors
Most
respectfully,
***
***,
Credit.org
Quality Assurance Manager
***.***@credit.org
###-###-####,
ext