National Credit Care

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAlthough I had already notified the company that I had filed a report so the issue was only resolved "AFTER" I told them that I filed a report and not beforeAnd I didn't tell them that I didn't have the funds to continue, I told them that I "refused " to pay because they didn't perform any of the services that they promised satisfactorilyOther than that I am satisfied with the resolution of this issue and I thank Revdex.com for your immediate action in this matter.
Sincerely,
*** ***

Initial Business Response /* (1000, 15, 2015/08/19) */
Based on our last contact with the client on 8/we believe we satisfied the client's request and are simply waiting on the client to follow up with one of the creditors in questionAdditionally, our customer service manager notified the
client of additional deletions on their credit file and offered assistance with one particular creditor if the client was able to secure documentation to help validate our position that the remarks on their report were an error
Initial Consumer Rebuttal /* (3000, 17, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again based on what we were told by first woman we talked to when starting program is not what they did
Final Business Response /* (4000, 46, 2015/12/17) */
Clearly this issue cannot be resolved by agreeing to meet on middle groundWe offered a very reasonable resolution and still the client refuses to acknowledge any resolution other than a refund of the service feesIn an effort to avoid additional customer service issues, our accounting department will issue a refund of $to cover all fees paid to our company
Final Consumer Response /* (2000, 48, 2015/12/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept agreement of them refunding us and will close Revdex.com complaintIf they don't do refund as said I will then reopen the complaint

On 9/21/one of our managers spoke with the client and resolved the issue before we received the complaint from the Revdex.comThe client and her husband enrolled in our program on 5/20/and their monthly payments processed on the 20th of each monthWe received a phone call
from the client on 8/18/days before their payments were scheduled to processThe client asked if we could process the monthly payment on the 26th instead of the 20thAs a courtesy we moved the August payment to the 26th Upon speaking with the client on 9/21/2016, she claimed that she asked for all monthly payments to come out at the end of the month when she called on 8/18/We listened to the recorded conversation and at no time did she mention that she needed a permanent change and it was very clear that we were only moving the August paymentsIf we had known we would have gladly made a permanent change We have closed the files as requested and they will see no further charges from our company

The clients both enrolled in our program on 1/14/at 6:24PM MSTRoughly an hour later they each signed an electronic agreement stating they understood the program and that we do not guarantee any specific results. We put everything in writing to make sure that what we say over the phone matches what we are actually doing for our clientsThe clients clearly feel there is a discrepancy between what was said and what was deliveredThis should have been addressed as soon as they read the agreement and definitely before they signed it. We could have addressed this the day they enrolled and they had every right to change their mind if they didn’t agree to what we were offering After months of working for these clients were successful in removing several collections from their credit reportsThe clients were concerned that their scores were not increasing and this was due to new collections being added on their endWe tried to explain this over the phone but they felt the new items were added as a result of us removing them, which cannot happen Even though we cannot guarantee specific results we never want our clients leaving empty handedWe offer a warranty of performance that states “If we are not able to correct or remove at least fifty percent of the errors on your credit report within six months that are negatively impacting your credit score, we will work to correct them at no cost for up to ninety days.” The client’s only paid for months of service but we offered the warranty early to try and satisfy their concernsThey declined to have us work on their files for days at no costAs a courtesy we offered to waive their payments for the last month of work we completed as well as refund the prior monthWe feel this was a generous offer as we did everything the clients agreed to the day they enrolledWe would love to find a resolution but a full refund is not justified

Our customer service manager reached out to apologize for the client’s experience when trying to close her fileWe left a few messages and have not heard back from herWe closed her file as she requested and made sure there will not be any further billing

The client emailed a request to cancel on 3-22-after our office was closed for the eveningWe received her email the next morning and called immediately and left a messageWe called again on Thursday the 24th and Friday the 25th and left messagesWe did not hear back from the client and she
filed her complaint the following Monday, the 28thOur customer service manager reached out and spoke with the client today the 29th and resolved the issueThe client is happy and is continuing in the program

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Our customer service manager reached out to resolve the client's complaintAs soon as we said what company we were calling from the client hung upWe called back and left him a message letting him know his file is closed as requested and we waived his final payment that was past dueThe client's
only request to cancel was made on 5/11/when he called in to our officeThe billing for all of our clients is done in arrears and his final payment was scheduled for 5/15/This payment declined and we reached out times (16th, 17th & 18th) to see if there was a better date to process his final paymentEven though he instructed us to process this payment on 5/31/we have waived this payment as a courtesy

Initial Business Response /* (1000, 7, 2015/11/10) */
*** *** spoke with the client and their mortgage broker the day the dispute was filed (prior to us receiving it) and it is our understanding the issue was resolvedOur customer service manager attempted to reach the client twice but
hasn't heard back yet so we are assuming since the file is closed and no additional billing is due the client is satisfied with the resolutionWe of course remain willing to take additional steps to resolve the issue if needed

Our customer service manager reached out and resolved the issue

Initial Business Response /* (1000, 6, 2015/10/01) */
Mr*** spoke with one of our specialists on September 18th, the day that his complaint was filedHe did not mention at that time he was going to or had filed a complaintOur customer service manager has reached out several times since we
received his complaint and has not received a responseThe specialist who spoke with the Mr*** on September 18th did receive an email reply on September 22nd that read: "Please hold my membership as well...Thanks*** *** "
We called and left a message for Mr*** to confirm his file is closed as he requested and he will not see any further charges from our companyBased on Mr***'s conversation with our office on September 18th and no response from our attempts to resolve his complaint, we are assuming this issue was resolved before we received his complaint
Initial Consumer Rebuttal /* (3000, 8, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, I do not wish to talk furtherI accept the cancelled service, and still await all my charges to be reversedI believe everything that was said was not true, so thats the reason

Complaint: ***
I am rejecting this response because:The refund was never receivedAlso during the call with *** she said someone would call us in days regarding loone ever called and it was never said there was problems with credit holding back loanYes I do have credit issues but this info was never saidThe company never calls or emails customers back until Revdex.com is notifiedWhen they called the other day, my wife answeredThey got nasty saying we was in wrong for filing complaint with Revdex.com against them and then told me they did not like talking to me because I did get angry as it seemed I was getting run around-I had on speaker phone and my wife heard the conversation.Yes I did say a swear word and did raise voice but I was being lied to and told I was in wrong for filing complaint and for getting angryThat is not good business if they expect people to not get upset at poor customer serviceSo no I do not accept this as refund never got here and would appreciate my refund by overnight mail since I had to put on a prepaid card and they got their money fast would appreciate it back
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:reasons I requested a summary of what was accomplished throughout the year (i was paying them every month) and I did not receive any summary or any
response to that request at all.I also sent in that final payment as requested and they are now saying it was "waved" but they still cashed the check and have not issued any refund
Sincerely,
*** ***

The client called into our office times on 4/19/Her first call was at 1:11PM MST and she was transferred to a relationship manager to close her fileShe waited on hold for minutes and seconds and she hung upShe called back at 1:24PM and hung up after minute of navigating the phone
menuShe called back a 3rd time at 1:26PM and was transferred back to a relationship manager to close her fileThis time she waited on hold for minutes seconds and she hung upThe client then went to our website and filled out a web inquiry upset that she could not close her file: “What does it take to cancel this policyphone calls, hangups and hours on hold? Do you think people not notice this is now a scam? Come on Cancel my policy PLEASE” Upon receiving her web inquiry we ran call report to see how it was possible she spent hours on holdWe searched the phone numbers we have for her all the way back through December The only calls into our office are the calls listed above from 4/19/Our customer service manager then reached out to try and resolve the issueWe were unable to reach her at the numbers we have and so we left her a messageWe reached out again at 9:48AM MST on 4/20/and left another messageThe client called back a few hours later and said she did not want to talk with a managerShe said just wanted to make sure that her file was closed and that she would not be billed furtherOur representative tried to transfer the call to a manager so we could address her concerns but she refused and hung upWe have closed her file and waived her final payment for the last month of work we completedUnfortunately we not given an opportunity by the client to address her concerns

One of our managers spoke with the client's husband on 9/7/and resolved the issueAll of this was handled before we received the complaint today 9/8/

Upon receiving the clients’ complaint we made several attempts to reach them to resolve their concernsUnfortunately we did not hear back from them. The clients’ files are closed and we have waived the balance due on their files

One of our managers reached out and resolved the issue

One of our managers reached out to the client and resolved the issueThe clients file is closed as she requested and she will not have any further billing with our companyBefore reaching out to the client we listened to the initial conversation when she enrolledThe client said she needed
points to get her loan but we never stated that we could raise her credit score to a in the time she expectedAfter the client enrolled in the program she maxed out her only credit card and went late on the paymentsThere were several other negative remarks that hit her report after she enrolled that were beyond our controlWhen speaking with the client we coached her on what she needs to do on her end to resolve her debts and a few other things to increase her scores on her end

Complaint: ***
I am rejecting this response because: The company is saying that my account was dissolved on 3/10, however I was not receiving any responses from them, in fact the only phone call I recieved on 3/was from someone in the department asking me to just extend my payment date - I have documented emails on 3/and 3/asking for this to be cancelled and no response.Please see attachedI did not recieve any communication via email or phone from the company until after my complaint was filedI made several attempts at submitting a complaint via their website and emailing my "account manager"When I was contacted on 3/by an account executive, he attempted at making me stay on and told me that I needed to stay on to see results, basically would not let me leave the companyAfter that phone call, I attempted yet again and then I heard no response from the company until AFTER I filed my Revdex.com compliant which does not indicate that they made any due diligence to me but only shows that they wanted to cover their ownI refuse to refer any more of my clients to them in addition to rejecting their initial responseI feel that I paid for months worth of service that did not show any benefit that was advertised and when I was told I could cancel at any time with "no hassle", this only shows that they hassle their customers into staying and paying moreI understand they bill in the arrears, as my company does that - what I am filing a complaint about is the complete disregard of the consumer and the consumer's wishes by neglecting the several forms of communication that I made, hassling me to stay in the program and lying saying my account was dissolved on 3/10, when I have proof that is not the case and I did not receive any confirmation or contact from anyone in the company until AFTER I escalated to the Revdex.com. Thank you,*** ***
Sincerely,
*** ***

The client’s concerns were addressed and resolved before our company received this complaint from the Revdex.comThe client requested to cancel service on 7/29/We honored her request and her final payment was scheduled to process on 8/5/as we bill in arrearsThe client called in to our office
this morning (8/25/2016) and paid her final balanceOur customer service manager reached out when we received the complaint and the client informed us everything was already taken care of