M & M Recycling

Credit.org’s Response Below: [redacted] *** [redacted] ***, [redacted] _ [redacted] @msn.com Revdex.com Case # [redacted] 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, 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, [redacted] Credit.org Quality Assurance Manager, [redacted] @ credit.org 800.947.3752, ext

Initial Business Response / [redacted] (1000, 5, 2016/02/11) */ Contact Name and Title: [redacted] QA Manager Contact Phone: XXX-XXX-XXXX Ex [redacted] Contact Email: [redacted] @credit.org Springboard's Response below: [redacted] (XXX) XXX-XXXX [redacted] @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 [redacted] delivery, [redacted] 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 [redacted] 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 [redacted] stated in her complaint she would like to be contactedOn February 3, 2016, one of our certified counselors, [redacted] reached out to Ms [redacted] via email and also left a voice mail to provide assistanceOn February 4, 2016, I also reached out to Ms [redacted] 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 [redacted] replied to the counselors email to notify us that she was no longer interested in our services We are requesting Ms [redacted] 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 [redacted] may contact me directly at XXXX -XXX-XXXX ext [redacted] 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 [redacted] a free comprehensive credit and debt counseling session Most respectfully, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

May16, Credit.org’s Response Below: [redacted] L [redacted] Hampton, VA [redacted] Revdex.com Case # Agency Response: We are in receipt of the consumer’s Revdex.com complaint dated May 11, 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, 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, [redacted] , Credit.org Quality Assurance Manager ***[redacted] @credit.org ###-###-####, ext

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 informationI 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 programI 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

Initial Business Response / [redacted] (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 attention. It 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 complaint. We 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 detail. After 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 24 - 48 hour timeframe. The consumer advised this was a reasonable process, and consistent with how he has handled similar situations in the workplace. He 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 associates. Therefore, there would be no recorded call to provide. Response summary: The complaint regarding his processor has also been investigated. Although 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, [redacted] Springboard Quality Assurance Manager, [redacted] 8 [redacted] Initial Consumer Rebuttal / [redacted] (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, [redacted] 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. [redacted] outright lied to me during an already very stressful situation I find myself in where Suntrust Mortgage, Inc. has 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 years. The 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 homes. Mrs. [redacted] hung up on me and I was left to further stress out because at that point when she hung up on me. I am a disabled United States Marine Corps Veteran on a sole and fixed income from a V. A 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 recorded. Therefore 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. [redacted] and I during our interaction, as well as the transcripts of it. Springboard 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 BBB in this complaint. The resolution I seek now is to be provided with that recording, its transcripts of it, to have Springboard employee [redacted] 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 / [redacted] (4000, 9, 2016/07/08) */ Springboard's Rebuttal Response: Complaint ID: XXXXXXXX Springboard takes its client's feedback seriously. An 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 complaint. Springboard is not a State Agency nor do we represent our company as such. If 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 applied. We 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, [redacted] , Springboard Quality Assurance Manager, [redacted] @ credit.org [redacted]

Credit.org’s Response Below: [redacted] D [redacted] Los Angeles, CA [redacted] [email protected] Revdex.com Case # Agency Response: We are in receipt of the consumer’s Revdex.com complaint dated March 29, 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, 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, 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, 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 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 The financial coach sent the consumer an email reminder to approve her online DMP enrollment documents February 8, 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- 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, The consumer’s DMP enrollment was cancelled for failing to complete the enrollment process March 27, 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, 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, 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, [redacted] , Credit.org Quality Assurance Manager, ***[redacted] @credit.org ###-###-####, ext

Credit.org Rebuttal Response: Complaint ID: [redacted] Credit.org takes its consumer’s feedback seriously. An 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 agency. We disagree with the statements made in her complaint letter about what was discussed with our counselor. During 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 training. Our 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 24 hours. This letter is intended to acknowledge the consumer’s request to cease any further activity on the behalf with her creditors. Most respectfully, [redacted] Quality Assurance Manager, [redacted] @ credit.org 800.947.3752, ext. 1176