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Business's response - by MelindaOon 5/18/2018
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We are in receipt of the consumer’s TrustLink complaint dated May 11, 2018.
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 Debt Management Plan (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 an immediate start date of May 4, 2018. Our calls are monitored to ensure compliance. Our 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 time.
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 electronically. However, 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 refund. The consumer was informed the refund process can take 5-7 business days once the payment has posted. The 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 BBB complaint.
Response summary:
On May 11 and 13, 2018, our Credit and Debt Counseling Manager called the consumer at the telephone number provided in her BBB complaint. The consumer did not answer, and the manager left a voicemail message for the consumer asking her to please return the call. The 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 $371 in funds collected. An email from our payment processing center confirmed the refund check has been sent to the consumer.
Our organization strives to provide all consumers with a positive counseling experience, and we wish the consumer a successful outcome with her financial endeavors.
Most respectfully,
Mary Megenney-Moore,
Quality Assurance Manager
mary.megenney-moore@credit.org
800.947.3752, ext. 1176
(Response uploaded by Melinda Opperman, EVP)
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