February 22, RE: Complaint # [redacted] Dear Ms [redacted] : Thank you for bringing Mr***’s continued concerns to our attentionIn response, please consider the following: The statement in our previous response by our Compliance Director is, in fact, true; we do not charge for our education programs and we are compliant with fee schedules allowed by the state of Illinois As outlined in the attached, signed, participation page, dated 5/14/“The client agrees to pay monthly administrative maintenance fees of $per creditor (maximum of $per month).” Withdrawals processed by our agency reflect “Debt Reduction Services, Inc.” on client bank statements and do not include a phone numberThe phone number Mr [redacted] references simply cannot be affiliated with our company as we did not charge the fee in question We also do not record telephonic fee approvals from our clients Mr [redacted] is correct in stating that our welcome packet requests clients to participate in our client education program, consisting of educational materials, and courses, which are available online Debt Reduction Services does not require participation in our educational programs; they are available to our clients and the community free of charge Our agency did not convey to Mr [redacted] that his debt would be paid off in years Taking into consideration the beginning balance of Mr***’s account, it would not have been liquidated within years even if the account had received the benefit of a 0% interest rate from his creditor The debt management program is designed to reduce interest rates and pay off accounts in less time than the client’s current situation The attached state requirements page was in the enrollment package and reflects an estimated month payoff time frame There should be no confusion regarding the monthly withdrawals for the services rendered by Debt Reduction Services Mr***’s monthly payment is $1,252, which consists of $1,that is sent to his creditor and $which is our monthly administrative fee We have attached his payment history to help clarify the monthly withdrawals We are attempting to resolve Mr***’s complaint and address his concerns; however, we cannot explain the source of the fee he is questioning as it did not originate with our agencyWe are happy to review any documentation provided to us, and know with 100% certainty that there is no document in existence that proves a $education fee has been charged to Mr [redacted] by our agency Our interpretation of Mr***’s most recent statement is that he is accusing Debt Reduction Services of “lying and exploitation,” which is not accurate and we are not taking this lightly We desire to continue to assist Mr [redacted] through our agency; however, this type of accusation being perpetuated would likely not foster a successful relationship Thank you for your consideration, Melissa P [redacted] Director of Compliance NCloverdale Rd # Boise, ID 208-378-x [redacted] 208-685-Fax [redacted] debtreductionservices.org
July 8, 2015 *** *** * ***
*** ** ***
*** **
***
*** ***
*** *** ***
Thank you for bringing *** *** concern to our attention. Be assured that we strive to ensure clients understand the process of a debt management program and address any questions they may have immediately and to the best of our ability.According to the complaint on June 24, 2015, *** *** stated that she was informed we would not start the process without a phone call confirming she wanted to start the program. It is our practice to ensure our clients are committed before enrolling them into our debt management program. *** *** signed the enrollment forms on May 28, 2015, which included the enrollment fee authorization page. During the consultation with our counselor, *** *** requested to hold the enrollment fee until June 21, and we processed her fee on June 24, 2015. While customer service was attempting to confirm the estimated monthly payment and start date, *** *** had responded to an email stating she would have to hold off on starting the program. Unfortunately, the enrollment fee was never mentioned and was processedas originally planned. In the interest of consumer goodwill, we have refunded the $enrollment fee back to *** ***. We look forward to her contacting us when she is ready to begin the debt management program and move forward with her monthly payments. In support of *** *** financial education, we welcome her to visit our website for free educational information, webinars, and financial tips.Sincerely,*** ***Director of Compliance*** * *** ** ***
*** ** ***
***
***
***
***
***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.In her response to my complaint, Monica P*** (DRS Compliance) writes that "Debt Reduction Services does not charge a $'education' charge to any client." Her statement is not true (and I am STILL being charged as of 1/19/16):1) I noticed the $charge on my bank statement immediately after I began the program2) As I did not recognize the charge, and tracked it down through my bank to a phone number associated with itThe agency affiliated with the charge explained that this was a monthly "educational fee" (that I approved (although I didn't remember doing so)) tied to the DRS program3) Investigating further, I called my DRS agent directly to ask him about the chargeHe assured me that I agreed to it, and that my approval is on tape As I am too busy (and scatterbrained) to investigate even further, I took him at his word.4) I have attached the "Welcome Packet" emailed to me by DRS on 6/16/which I finally got around to reading today. A) Indeed, the welcome packet mentions a 60-month timeframe by which my debt would be paid off i) I was told over the phone it would be just 3-years ii) The rep with whom I spoke after looking into this recently mentioned a 57-month timetable, but I NEVER received any documentation spelling out a 57-month time frame Just the phone call promise of a three-year time table and this boilerplate welcome packet (attached), which mentions the 5-year time frame B) The Welcome Packet includes a list of "Your Responsibilities", which includes "Participate in our Client Education Program."I'd be happy to show you my bank statements, which show:1) The first $1,monthly payment to Debt Reduction Services2) A coinciding $charge to "US Educational Education" (which had never hit my statement before, and which a DRS agent told me was an obligatory fee associated with the program.)3) Those two coinciding fees hitting my statement monthly as of my last bank statement (Late Jan 2016)Thanks for giving my complaint some considerationI wouldn't spend the time writing this if I weren't outraged by DRS's OUTRIGHT LIE that they're not charging me a $monthly education feeI'm happy to work with you in any capacity to 1) Call out DRS on their lie, and 2) Keep them from exploiting anyone else.Yours truly,*** ***
Thank you for bringing Mr. [redacted]’s continued concerns to our attention. In response, please consider the following:
The statement in our previous response by our Compliance Director is, in fact, true; we do not charge for our education programs and we are compliant with fee schedules allowed by the state of Illinois. As outlined in the attached, signed, participation page, dated 5/14/14 “The client agrees to pay monthly administrative maintenance fees of $10 per creditor (maximum of $50 per month).” Withdrawals processed by our agency reflect “Debt Reduction Services, Inc.” on client bank statements and do not include a phone number. The phone number Mr. [redacted] references simply cannot be affiliated with our company as we did not charge the fee in question. We also do not record telephonic fee approvals from our clients.
Mr. [redacted] is correct in stating that our welcome packet requests clients to participate in our client education program, consisting of educational materials, and courses, which are available online. Debt Reduction Services does not require participation in our educational programs; they are available to our clients and the community free of charge.
Our agency did not convey to Mr. [redacted] that his debt would be paid off in 3 years. Taking into consideration the beginning balance of Mr. [redacted]’s account, it would not have been liquidated within 3 years even if the account had received the benefit of a 0% interest rate from his creditor. The debt management program is designed to reduce interest rates and pay off accounts in less time than the client’s current situation. The attached state requirements page was in the enrollment package and reflects an estimated 57 month payoff time frame.
There should be no confusion regarding the monthly withdrawals for the services rendered by Debt Reduction Services. Mr. [redacted]’s monthly payment is $1,252, which consists of $1,242 that is sent to his creditor and $10 which is our monthly administrative fee. We have attached his payment history to help clarify the monthly withdrawals.
We are attempting to resolve Mr. [redacted]’s complaint and address his concerns; however, we cannot explain the source of the fee he is questioning as it did not originate with our agency. We are happy to review any documentation provided to us, and know with 100% certainty that there is no document in existence that proves a $59 education fee has been charged to Mr. [redacted] by our agency.
Our interpretation of Mr. [redacted]’s most recent statement is that he is accusing Debt Reduction Services of “lying and exploitation,” which is not accurate and we are not taking this lightly. We desire to continue to assist Mr. [redacted] through our agency; however, this type of accusation being perpetuated would likely not foster a successful relationship.
Thank you for your consideration,
Melissa P[redacted]
Director of Compliance
6213 N. Cloverdale Rd #100
Boise, ID 83713
208-378-0200 x[redacted]
208-685-1066 Fax
[redacted]debtreductionservices.org
[redacted]
[redacted]We
are pleased to inform you that **. [redacted] did ask for action on this issue on
October 15, 2015 and we were already in the process of accommodating her
request when we received this complaint.According
to the complaint on October 15, 2015, **. [redacted] stated that she was quoted a payment
that changed after enrollment. We strive
to ensure our clients understand the file process before enrolling into our
debt management program. The monthly
payments that are quoted are estimates as there are many factors in a
creditor’s decision process.**.
[redacted] also stated that she wanted to add an account with the understanding there
would be no benefit and [redacted], her counselor, would not do so. We train our counselors to ensure clients
understand the benefits, or lack thereof, of the program as a whole. [redacted] had confirmed he would add the
account in question onto the program and was awaiting confirmation from the
client to do so. When **. [redacted] stated
she found another company who works with the creditor in question, [redacted]
had suggested she continue with that company, as it would be in her best
interest to do so. It is our goal to
provide our clients with their best options even if it is not with our company.**.
[redacted] stated that [redacted] refused to direct her to the operations manager or
to discuss refunding her $50 fee. On October
15, 2015 the email requesting these ite** was sent to our operations
manager. Our operations department was
reviewing her account to refund the $50 fee and was preparing to contact the
client when the Revdex.com complaint was received which requested no further contact
(as mentioned in complaint). A refund
check of $50 was mailed to her on October 19, 2015.We
understand the client had concerns with [redacted] during their correspondence
however that was resolved on October 8, 2015 with mutual apologies and
agreements to make a fresh start according to emails exchanged. We urge our clients to complete consultations
either in person or via telephone to help eliminate any misunderstanding
between parties.Per
**. [redacted] request, we have eliminated any personal information from our
database for her and her spouse. We
regret any misunderstanding. In
support of her financial education, we welcome **. [redacted] to visit our website
for free educational information, webinars, and financial tips.[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
February 22, RE: Complaint # [redacted] Dear Ms [redacted] : Thank you for bringing Mr***’s continued concerns to our attentionIn response, please consider the following: The statement in our previous response by our Compliance Director is, in fact, true; we do not charge for our education programs and we are compliant with fee schedules allowed by the state of Illinois As outlined in the attached, signed, participation page, dated 5/14/“The client agrees to pay monthly administrative maintenance fees of $per creditor (maximum of $per month).” Withdrawals processed by our agency reflect “Debt Reduction Services, Inc.” on client bank statements and do not include a phone numberThe phone number Mr [redacted] references simply cannot be affiliated with our company as we did not charge the fee in question We also do not record telephonic fee approvals from our clients Mr [redacted] is correct in stating that our welcome packet requests clients to participate in our client education program, consisting of educational materials, and courses, which are available online Debt Reduction Services does not require participation in our educational programs; they are available to our clients and the community free of charge Our agency did not convey to Mr [redacted] that his debt would be paid off in years Taking into consideration the beginning balance of Mr***’s account, it would not have been liquidated within years even if the account had received the benefit of a 0% interest rate from his creditor The debt management program is designed to reduce interest rates and pay off accounts in less time than the client’s current situation The attached state requirements page was in the enrollment package and reflects an estimated month payoff time frame There should be no confusion regarding the monthly withdrawals for the services rendered by Debt Reduction Services Mr***’s monthly payment is $1,252, which consists of $1,that is sent to his creditor and $which is our monthly administrative fee We have attached his payment history to help clarify the monthly withdrawals We are attempting to resolve Mr***’s complaint and address his concerns; however, we cannot explain the source of the fee he is questioning as it did not originate with our agencyWe are happy to review any documentation provided to us, and know with 100% certainty that there is no document in existence that proves a $education fee has been charged to Mr [redacted] by our agency Our interpretation of Mr***’s most recent statement is that he is accusing Debt Reduction Services of “lying and exploitation,” which is not accurate and we are not taking this lightly We desire to continue to assist Mr [redacted] through our agency; however, this type of accusation being perpetuated would likely not foster a successful relationship Thank you for your consideration, Melissa P [redacted] Director of Compliance NCloverdale Rd # Boise, ID 208-378-x [redacted] 208-685-Fax [redacted] debtreductionservices.org
*** *** *** *** * ***
*** ***
*** **
***
*** *** *** ***Thank
you for bringing *** *** continued concerns to our attention. Be assured that we strive to make certain our
clients understand the process of a debt management program and address any
questions they may have immediately and to the best of our ability. We appreciate the reminder being sent, as we
did not see the initial contact regarding *** *** complaint. We take issues such as this seriously and
treat them as a priority. We apologize
for any inconvenience this may have caused.In
November, *** *** met with *** *** in our Idaho Falls office. Upon completion of the consultation, ***
*** enrolled into our debt management program with the selected monthly due
date of December 28th. We
received payment on December 1, which disbursed to her creditors on
December 29, as requested by *** ***.
We received on time payments in January and February 2015. The March payment was received on April
8, and disbursed to her creditors on April 10th. As the March payment was late, the payments
in May, June, July and August were disbursed on the next available check runs
to help prevent the accounts from falling further behind. ***
*** sent in two payments in September bringing her account back to current
status. We have also contacted her
creditors to verify the accounts are now current. Her next payment is due October 28th. Continuing to send on time payments will
ensure success on the debt management program. ** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
*** *** ***
*** *** ***
* *** *** ***
*** ***
*** ***
*** *** *** * *** *** *** ** *** ***
*** *** *** * *** *** *** ***
*** *** *** * *** *** *** ***
*** *** *** * *** *** *** ***
*** *** *** * *** *** *** *** ***
*** *** *** * *** *** *** ***
*** *** *** * *** *** *** ***
*** *** *** * *** *** *** ***
*** *** *** * *** *** ** *** ***
*** *** *** * *** *** *** ***
*** **
*** ***
*** *** ***
*** *** ** ***
*** *** *** ***
* ***
*** *** *** *** *** *** ** * ***
*** *** *** *** ** *** *** *** * ***
*** *** *** *** *** *** *** * ***
*** *** *** *** ** *** ** * ***
*** *** *** *** ** *** *** * ***
*** *** *** *** ** *** *** ** * ** ***
*** *** *** *** *** *** *** * ***
*** *** *** *** *** *** *** * ***
*** *** *** *** ** ** *** ** * ***
*** *** *** *** *** *** * ***
*** *** *** *** *** *** ** * ***
*** *** *** *** *** *** *** * ***
*** *** *** *** *** *** *** * ***
*** *** *** *** ** *** ** * ***
*** *** *** *** *** *** * ***
*** *** *** *** *** *** ** * ***
*** *** *** *** *** *** *** * ***
*** *** *** *** *** *** *** * ***
*** *** *** *** ** *** * ***
*** *** *** *** *** *** * ***
*** *** *** *** *** *** ** * ***
*** *** *** *** ** *** *** *** * ***
*** *** *** *** *** *** *** *** * ***
*** *** *** *** *** ** *** ** * ***
*** *** *** *** *** *** ** * ***
*** *** *** *** *** *** *** *** * ***
*** *** *** *** *** *** *** * ***
*** *** *** *** ** *** * ***
*** *** *** *** *** *** * ***
*** *** *** *** *** *** ** * ***
*** *** *** *** ** *** *** *** * ***
*** *** *** *** *** *** *** * ***
*** *** *** *** ** *** ** * ***
*** *** *** *** *** *** * ***
*** *** *** *** *** *** ** * ***
*** *** *** *** *** *** *** * ***
*** *** *** *** *** *** *** * ***
*** *** *** *** ** *** ** * ***
*** *** *** *** *** *** * ***
*** *** *** *** *** *** ** * ***
*** *** *** *** *** *** *** * ** ***
*** *** *** *** *** *** *** * ***
*** *** *** *** ** *** ** * ***
*** *** *** *** *** *** * ***
*** *** *** *** *** *** ** * ***
*** *** *** *** *** *** *** * ***
*** *** *** *** *** *** *** * ***
*** *** *** *** ** *** ** * ***
*** *** *** *** *** *** * ** ***We spoke to
*** *** on *** *** *** and were able to help her understand the payment
history and clear up any misunderstanding.
This information is also available at any time on our client extranet
site. We look forward to continuing our
partnership with *** ***. In support
of her financial education, we welcome her to visit our website for free
educational information, webinars, and financial tips.Sincerely,*** ***
*** ** ***
*** * *** ** ***
*** ** ***
*** ***
*** ***
***
*** ** *** ***
July 8, 2015 *** *** * ***
*** ** ***
*** **
***
*** ***
*** *** ***
Thank you for bringing *** *** concern to our attention. Be assured that we strive to ensure clients understand the process of a debt management program and address any questions they may have immediately and to the best of our ability.According to the complaint on June 24, 2015, *** *** stated that she was informed we would not start the process without a phone call confirming she wanted to start the program. It is our practice to ensure our clients are committed before enrolling them into our debt management program. *** *** signed the enrollment forms on May 28, 2015, which included the enrollment fee authorization page. During the consultation with our counselor, *** *** requested to hold the enrollment fee until June 21, and we processed her fee on June 24, 2015. While customer service was attempting to confirm the estimated monthly payment and start date, *** *** had responded to an email stating she would have to hold off on starting the program. Unfortunately, the enrollment fee was never mentioned and was processedas originally planned. In the interest of consumer goodwill, we have refunded the $enrollment fee back to *** ***. We look forward to her contacting us when she is ready to begin the debt management program and move forward with her monthly payments. In support of *** *** financial education, we welcome her to visit our website for free educational information, webinars, and financial tips.Sincerely,*** ***Director of Compliance*** * *** ** ***
*** ** ***
***
***
***
***
***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.In her response to my complaint, Monica P*** (DRS Compliance) writes that "Debt Reduction Services does not charge a $'education' charge to any client." Her statement is not true (and I am STILL being charged as of 1/19/16):1) I noticed the $charge on my bank statement immediately after I began the program2) As I did not recognize the charge, and tracked it down through my bank to a phone number associated with itThe agency affiliated with the charge explained that this was a monthly "educational fee" (that I approved (although I didn't remember doing so)) tied to the DRS program3) Investigating further, I called my DRS agent directly to ask him about the chargeHe assured me that I agreed to it, and that my approval is on tape As I am too busy (and scatterbrained) to investigate even further, I took him at his word.4) I have attached the "Welcome Packet" emailed to me by DRS on 6/16/which I finally got around to reading today. A) Indeed, the welcome packet mentions a 60-month timeframe by which my debt would be paid off i) I was told over the phone it would be just 3-years ii) The rep with whom I spoke after looking into this recently mentioned a 57-month timetable, but I NEVER received any documentation spelling out a 57-month time frame Just the phone call promise of a three-year time table and this boilerplate welcome packet (attached), which mentions the 5-year time frame B) The Welcome Packet includes a list of "Your Responsibilities", which includes "Participate in our Client Education Program."I'd be happy to show you my bank statements, which show:1) The first $1,monthly payment to Debt Reduction Services2) A coinciding $charge to "US Educational Education" (which had never hit my statement before, and which a DRS agent told me was an obligatory fee associated with the program.)3) Those two coinciding fees hitting my statement monthly as of my last bank statement (Late Jan 2016)Thanks for giving my complaint some considerationI wouldn't spend the time writing this if I weren't outraged by DRS's OUTRIGHT LIE that they're not charging me a $monthly education feeI'm happy to work with you in any capacity to 1) Call out DRS on their lie, and 2) Keep them from exploiting anyone else.Yours truly,*** ***
February 22, 2016
RE: Complaint #[redacted]
Dear Ms. [redacted]:
Thank you for bringing Mr. [redacted]’s continued concerns to our attention. In response, please consider the following:
The statement in our previous response by our Compliance Director is, in fact, true; we do not charge for our education programs and we are compliant with fee schedules allowed by the state of Illinois. As outlined in the attached, signed, participation page, dated 5/14/14 “The client agrees to pay monthly administrative maintenance fees of $10 per creditor (maximum of $50 per month).” Withdrawals processed by our agency reflect “Debt Reduction Services, Inc.” on client bank statements and do not include a phone number. The phone number Mr. [redacted] references simply cannot be affiliated with our company as we did not charge the fee in question. We also do not record telephonic fee approvals from our clients.
Mr. [redacted] is correct in stating that our welcome packet requests clients to participate in our client education program, consisting of educational materials, and courses, which are available online. Debt Reduction Services does not require participation in our educational programs; they are available to our clients and the community free of charge.
Our agency did not convey to Mr. [redacted] that his debt would be paid off in 3 years. Taking into consideration the beginning balance of Mr. [redacted]’s account, it would not have been liquidated within 3 years even if the account had received the benefit of a 0% interest rate from his creditor. The debt management program is designed to reduce interest rates and pay off accounts in less time than the client’s current situation. The attached state requirements page was in the enrollment package and reflects an estimated 57 month payoff time frame.
There should be no confusion regarding the monthly withdrawals for the services rendered by Debt Reduction Services. Mr. [redacted]’s monthly payment is $1,252, which consists of $1,242 that is sent to his creditor and $10 which is our monthly administrative fee. We have attached his payment history to help clarify the monthly withdrawals.
We are attempting to resolve Mr. [redacted]’s complaint and address his concerns; however, we cannot explain the source of the fee he is questioning as it did not originate with our agency. We are happy to review any documentation provided to us, and know with 100% certainty that there is no document in existence that proves a $59 education fee has been charged to Mr. [redacted] by our agency.
Our interpretation of Mr. [redacted]’s most recent statement is that he is accusing Debt Reduction Services of “lying and exploitation,” which is not accurate and we are not taking this lightly. We desire to continue to assist Mr. [redacted] through our agency; however, this type of accusation being perpetuated would likely not foster a successful relationship.
Thank you for your consideration,
Melissa P[redacted]
Director of Compliance
6213 N. Cloverdale Rd #100
Boise, ID 83713
208-378-0200 x[redacted]
208-685-1066 Fax
[redacted]debtreductionservices.org
[redacted]
[redacted] [redacted]
[redacted]
[redacted]...
[redacted]
[redacted]We
are pleased to inform you that **. [redacted] did ask for action on this issue on
October 15, 2015 and we were already in the process of accommodating her
request when we received this complaint.According
to the complaint on October 15, 2015, **. [redacted] stated that she was quoted a payment
that changed after enrollment. We strive
to ensure our clients understand the file process before enrolling into our
debt management program. The monthly
payments that are quoted are estimates as there are many factors in a
creditor’s decision process.**.
[redacted] also stated that she wanted to add an account with the understanding there
would be no benefit and [redacted], her counselor, would not do so. We train our counselors to ensure clients
understand the benefits, or lack thereof, of the program as a whole. [redacted] had confirmed he would add the
account in question onto the program and was awaiting confirmation from the
client to do so. When **. [redacted] stated
she found another company who works with the creditor in question, [redacted]
had suggested she continue with that company, as it would be in her best
interest to do so. It is our goal to
provide our clients with their best options even if it is not with our company.**.
[redacted] stated that [redacted] refused to direct her to the operations manager or
to discuss refunding her $50 fee. On October
15, 2015 the email requesting these ite** was sent to our operations
manager. Our operations department was
reviewing her account to refund the $50 fee and was preparing to contact the
client when the Revdex.com complaint was received which requested no further contact
(as mentioned in complaint). A refund
check of $50 was mailed to her on October 19, 2015.We
understand the client had concerns with [redacted] during their correspondence
however that was resolved on October 8, 2015 with mutual apologies and
agreements to make a fresh start according to emails exchanged. We urge our clients to complete consultations
either in person or via telephone to help eliminate any misunderstanding
between parties.Per
**. [redacted] request, we have eliminated any personal information from our
database for her and her spouse. We
regret any misunderstanding. In
support of her financial education, we welcome **. [redacted] to visit our website
for free educational information, webinars, and financial tips.[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]