Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****ything and I have payment due 16th and was expecting the return of my funds on the desired accounts and looks like won't happen. So they put clients in jam with this on die dates and btw I've never missed one. So I have to finale somehow to make up the 375 payment due the 26th and have another 475 coming due the 21 March. Incharge has over 700 of it tied up in a returned check that seems missing but **** says was already there a few days ago and processing then. So they intentionally lie and scheme to cover there mistakes putting individuals in binds for late fees etc. Now also keep in mind they charge like 14 ab acct as a fee but when 1 of accts aren't approved drop fee 2 dollars. After much much wrangling they did drop fee to 42 for 2 accts now from 58 originally. And are suppose to add 10 more to payment to 1 of arpil 1. So see I'd I get my over 600 back soon. They are gonna say ol the mail takes 7 days

  

  Business Response

  Date: 03/19/2025

  This message is in response to the complaint submitted on your behalf by the Better Business Bureau on March 14th, 2025. 

  Thank you for reaching out and sharing your concerns. We appreciate the opportunity to address and provide clarity regarding your account. More importantly, we appreciate you taking the time to speak with us directly on March 17th, 2025, allowing us to work toward resolving them for you. 

   We understand that the issue involved two accounts with one ************************ that were enrolled in your *************** Program (DMP). After we dispersed your payments to this creditor from your first payment, which was processed on March 3rd, 2025, we verified that the creditor received the funds on March 10th.However, despite receiving these payments, the creditor decided to return the funds to us and declined enrollment into the program. While this decision was not what we were working towards for you, we recognize the frustration this may have caused. 

   Additionally,we apologize for the misinterpretation of the refund status provided to you during one of your call interactions with us. During a conversation, the counselor assisting you misread notes, informing you that the refund was already in process and should be in your account within a few days. In reality, we had only received confirmation that the payments would be returned to us, and we were still awaiting their arrival. Understanding your urgency, we took proactive steps to expedite your refund, and we are pleased to confirm that the returned payments for both of your accounts with the ************************ were successfully refunded to you on March 18th. A confirmation letter indicating that the refund was sent back to your bank account has been attached to this message for your reference. 

   If you have any remaining questions or need further clarification regarding your account,please dont hesitate to reach out directly. We appreciate your patience and the opportunity to assist you.

  Sincerely,

  InCharge Debt Solutions

  CC: Client Refund Letter 3.17.2025

• Initial Complaint

  Date:01/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2/18/25 I am still very disappointed with in charge **** solutions. I have been talking with ****** ********* and thought things were getting resolved! However, its still very confusing. It is a good thing that they got Bank of America ******* interest rate dropped, that is the Only helpful thing that has happened with this entire mess. Pay them 150$ a month for 3 *******s 2 ***** ******* one being is $350 of which they put 15$ towards the other Chase ******* is less then $100 they pay 15$ and then *** ******* I was lead to believe they would pay at least $120 a month. But now which I was not told that that was a one time courtesy payment? Now they only put &97.50 towards the *** ******* and charge me $22.00 a month to make these payments along with theone time fee of I think was 250$. 
  At this rate it will take forever to get these cards paid off. Im not the smartest by any means but it certainly seems like they make up their rules as they go along. I do Not Ever remember them saying I would be paying 22$ to them monthly for theyre help ( lol) I spend more time every month trying to make sure they pay the *******s on time, which is ridiculous  also, they take my payment out the 10 th of the month and on average it takes 6 days to show up paid on the statement. They also tell

  me its up to me to intervien with the ** Companies to make sure things are paid! Seems to me Im doing all the work and worry!
  I am so tired of all this . Every month it is something!

  sincerely ****** ****. #************

   

  help however, I have expressed that I would like to speak to someone or at the very least they would convey this message to their boss and nothing as far as I know has been done. Every month theres been a problem since October 2024. I was doing better paying off my own. I wasnt getting charged like payments and I wasnt ruining my credit as they are doing and have done already. They have not communicated as they should have many things of important. One of the credit card companies did not want to work with them, but I was not notified of this until I called to complain about late payment. This is very very frustrating and upsetting and making me very angry. Im on Social Security very little, but I have managed to pay my bills always on time on my own. I need to speak to someone higher up to make sure things are handled correctly.

  

  Business Response

  Date: 01/15/2025

  Dear ****** ****,
  
  This letter is in response to the complaint submitted on your behalf by the Better Business Bureau and we thank you for bringing your concerns to our attention. Following receipt of your complaint, we promptly contacted and connected with you on January 10th and January 13th, 2025, to better understand and resolve your concerns directly.
  
  As part of our commitment to addressing your concerns, we conducted a thorough review of your enrolled accounts to confirm that the *************** Program (***) benefits were being applied correctly and to determine their current statuses. We found that all your accounts were current, with the exception of Bank of America ending in 9718. During our review of this account, we identified a $36.00 past due balance, which resulted from a difference in the minimum payment required for November 2024, prior to the *** proposal being accepted by the creditor. During our phone discussions on January 10th and January 13th,we reviewed your creditor statements with you to help better understand how the *** benefits are making a positive impact on your enrolled accounts. Regarding your concern about the interest charges, we clarified that the *** is designed to work with creditors to reduce or eliminate interest rates. However, the final interest rate is determined by the creditor at their discretion. This information is provided to you in the Client Agreement, which is communicated during the credit counseling session. We confirmed that the interest rates applied to your accounts do align with your creditors terms.

  To assist you in resolving your concerns, we have applied your monthly service fee of $22.50 for the month of January towards your Bank of America account as a courtesy. This allocation will be reflected on both your statements from InCharge, and Bank of America. Additionally, we are providing you with a copy of your Client Agreement for reference.
  
  We sincerely appreciate the opportunity you have given us to address your concerns directly and are committed to supporting you throughout the ***. Should you have any questions,please do not hesitate to contact us.
  
  Respectfully,
  InCharge Debt Solutions

  Customer Answer

  Date: 02/20/2025

  2/18/25 I am still very disappointed with in charge **** solutions. I have been talking with ****** ********* and thought things were getting resolved! However, its still very confusing. It is a good thing that they got Bank of America ******* interest rate dropped, that is the Only helpful thing that has happened with this entire mess. Pay them 150$ a month for 3 *******s 2 ***** ******* one being is $350 of which they put 15$ towards the other Chase ******* is less then $100 they pay 15$ and then *** ******* I was lead to believe they would pay at least $120 a month. But now which I was not told that that was a one time courtesy payment? Now they only put &97.50 towards the *** ******* and charge me $22.00 a month to make these payments along with theone time fee of I think was 250$. 
  At this rate it will take forever to get these cards paid off. Im not the smartest by any means but it certainly seems like they make up their rules as they go along. I do Not Ever remember them saying I would be paying 22$ to them monthly for theyre help ( lol) I spend more time every month trying to make sure they pay the *******s on time, which is ridiculous  also, they take my payment out the 10 th of the month and on average it takes 6 days to show up paid on the statement. They also tell
  
  me its up to me to intervien with the ** Companies to make sure things are paid! Seems to me Im doing all the work and worry!
  I am so tired of all this . Every month it is something!
  
  sincerely ****** ****. #************
  
   

  

  Business Response

  Date: 02/25/2025

  Dear ******,
  
  Thank you for reaching out to share your concern. Were sorry to hear that youre still feeling frustrated with your program, and we appreciate the opportunity to provide some clarification.
  
  As we previously communicated in our response to you through the Better Business Bureau on ******* 15th,the $22.50 service fee for ******* was waived and applied as a one-time courtesy toward your Bank of America account. This adjustment was made as a gesture of support to assist you with your repayment plan, and beginning in February, your payment disbursements reverted to their regularly scheduled amounts.
  
  Additionally, we noticed that you mentioned not recalling an agreement regarding the monthly service fee.This information is included in the client agreement that you signed upon enrollment. For your reference, we are providing another copy of this agreement with this response.
  
  Again, we value your participation in the program and are here to support you in your journey to becoming debt-free.
  
  Sincerely,
  InCharge Debt Solutions

• Initial Complaint

  Date:12/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dont understand why my accounts keep getting paid late. If its been taken out of my bank account to pay **************************. Why would i be receiving delinquents payments? This has been going on for months .

  Customer Answer

  Date: 12/26/2024

  I dont understand why my accounts keep getting paid late. If its been taken out of my bank account to pay **************************. Why would i be receiving delinquents payments? This has been going on for months .

  Customer Answer

  Date: 12/26/2024

  I dont understand why my accounts keep getting paid late. If its been taken out of my bank account to pay **************************. Why would i be receiving delinquents payments? This has been going on for months .

  Customer Answer

  Date: 12/26/2024

  I dont understand why my accounts keep getting paid late. If its been taken out of my bank account to pay **************************. Why would i be receiving delinquents payments? This has been going on for months .

  

  Business Response

  Date: 12/30/2024

  Dear Mrs. ********************** letter is in response to the complaint we received from the Better Business Bureau on your behalf. Thank you for taking the time to share your concerns with us. More importantly, we are deeply sorry to hear about your loss and please know that InCharge Debt Solutions extends our heartfelt condolences to you and your loved ones. Our goal is to address your concerns as quickly and efficiently as possible, and we appreciate the opportunity to provide clarity and assistance.
  
  We understand that one of your primary concerns is related to your ********** account. During research that was conducted for you between late October through November of this year,we received confirmation from your creditor that this account was past-due by $60.00. This past-due amount was the result of a payment that was not made in May of 2024, just before you joined our *************** Program (***) at the end of that same month. After we communicated this to you, we were pleased to see that you made up the past-due payment in December.  As a one-time courtesy for the concerns youve experienced, we will allocate your monthly *********** fee of $66.00 for the month of January toward this debt to further support your financial progress. Additionally, we would like to report that your other enrolled creditors were found to be current and not past due.

  Regarding the concerns you shared about changes to your payments, we carefully reviewed the screenshots you provided. The notice you received in June 2024 was a result of the removal of the Southwest Recovery Services account at your request. Following this removal, your monthly payment was reduced. The change notice you received in July 2024 occurred because ****** rejected our proposal and informed us that the account had been sold to a collection agency named ******, Sturm, Israel, *************************************. As a result, we needed to propose a higher minimum payment than originally submitted to ******. This adjustment required reallocating $6.00 from your Payment Adjustment Allowance to meet the collection agencys payment requirements of $68.00. Unfortunately, despite our efforts, this account has since been removed from the *** resulting in your monthly payment being reduced. This was because the collection agency would not provide us a response as to whether or not they would accept the proposal.

  We also understand that your concern about noticing changes and updates on your credit report. Please note that InCharge Debt Solutions does not report to your credit bureaus, as only your creditors have the authority to report account status and updates.
  
  Thank you again for reaching out to us and allowing us to address your concerns. We hope that waiving your January *********** fee and applying it toward your ********** account demonstrates our commitment to supporting you. If you have any additional questions or need further assistance, please do not hesitate to contact us directly.
  
  Sincerely,
  
  ****** *.
  InCharge Debt Solutions

  Customer Answer

  Date: 01/23/2025

  
  I dont understand why my accounts keep getting paid late. If its been taken out of my bank account to pay **************************. Why would i be receiving delinquents payments? This has been going on for months .

  

  Business Response

  Date: 01/27/2025

  We understand that you still have concerns regarding your accounts being paid late, although after completing research in December 2024 and January of this year, we confirmed that all your accounts that were enrolled in the program were found to be current and being paid on time. This includes the ********** account which you had brought current on 12/16/24 and we addressed it with you in our previous response on December 30th, 2024. We also understand that you may have had an additional concern regarding an account with ********************** We received a copy of a letter you had forwarded to us directly on January 2nd and January 23rd, however, this is an account that you did not include into the program. A copy of your client agreement is attached for your reference.

  It is also worth mentioning that we have made multiple attempts to contact you throughout this complaint, to no avail in speaking with you directly. Your last contact with us was on January 22nd, when you had requested to close your program and the request was immediately fulfilled. At this time, no further payments will be made by InCharge. A confirmation letter detailing your program's closure has also been attached to this response for your reference.

  We are confident that this response addresses your concerns, but if you have any additional questions,please feel free to contact me directly.
  
  Sincerely,
  
  ****** *.
  InCharge Debt Solutions

  CC: Client Agreement, DMP Closing Letter

   

• Initial Complaint

  Date:03/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received the attached email from InCharge on 4/17/24.  As you can see in their email, they state "If you have not provided a signed authorization form, please do so to allow your creditors to communicate with InCharge".  This is the authorization form that I never signed or returned, so I am not sure how InCharge ever spoke to ***** to begin with.  

  Also, in the last response from InCharge, they say that my account with them has been closed, if that is the case, then why does the attached email say the following: "Please contact InCharge Debt Solutions within 5 days to resolve a pending matter regarding your *************** Program. You may contact us by visiting our website at www.incharge.org or ************************ at **************"?

  I would like confirmation that my account has in fact been closed by InCharge.

  Thank you,

  *************************

  ght (3/21/24) I went to use my credit card and it didn't work, I went to Chase.com and I noticed that my account was closed because InCharge closed it ... even without my written permission. I was told by InCharge that they could not even talk to ***** without me signing that form (which as stated above, I did not sign/date nor return), so I don't know how they were able to debit my checking account or how they were able to close my Chase account. I spoke to three different people at ***** today (3/22/24) and the third person I spoke to (**** ID #******** told me that I would have to speak to InCharge to figure out if I could cancel the contract. I explained that I do not have a contract because I never signed anything ... but ***** does not seem to be able to help me any further. I also do not want to speak with InCharge directly as I believe they are defrauding me and do not want them to try to make me say something that is not true. I am attaching the Creditor Authorization Form from InCharge that I did not sign so that you can see it.

  

  Business Response

  Date: 04/02/2024

  April 2, 2024
  
  
  *************************
  *************************************************
  *********,TN *****
  
  Dear *****************************,
  
  This letter is in response to the notification we received from the Better Business Bureau (BBB) on your behalf. In this notification you stated that you did not accept the client agreement. After careful review of your account please review the outcome of our research.
  
  On March 13, 2024, you contacted InCharge Debt Solutions and completed a counseling session with one of our certified credit counselors.  During your session, you logged into your Im InCharge online client services portal and accepted the agreement electronically.  I have included a document showing the acceptance of the agreement for your debt management program (***).
  
  Accepting the agreement electronically activated your ***.  The activation submitted a proposal to your creditor on your behalf and set up your electronic payments to begin debiting your bank account on March 15, 2024. 
  
  The account was closed by the creditor since it was accepted for *** benefits on March 22, 2024.  As a benefit of joining the **** your monthly payment was lowered from $836.00 to $656.00, and your interest rate was lowered from *****% to 10%. We also spoke to the creditor and were advised that there is an in-house long-term program available if you discontinue your participation in the ***.  You would need to contact the creditor directly to begin the process.   
  
  Your first monthly payment and one time setup fee was submitted for March 15, 2024.  The monthly payment was issued to the creditor on March 20, 2024. On March 21, 2024, we received notification from your bank that the payments were returned as Customer Advises not Authorized.  Your electronic payment is currently on hold due to this return and no further debits will be submitted. 
  
  I am hopeful that you will remain on the *** to acquire the benefits with the account being accepted on the program.  I sincerely apologize for any inconvenience this may have caused and hope this response brings you clarity with your concern.If you have any questions, you may contact me directly at **************.  
  
  

  

  Business Response

  Date: 04/15/2024

  April 11, 2024
  
  *************************
  *************************************************
  ******************
  
  Dear *****************************,
  
  We received your dissatisfaction to our response from the Better Business Bureau (BBB) where you expressed you did not sign up for the debt management program (***) and would like your creditor account reopened. 
  
  Our original response dated April 2, 2024, provided you with information and documents showing you accepted the *** agreement electronically on March 13, 2024, while logged into your online portal account.  Please note that creating a login for your online portal account does not activate your *** account.   
  
  The Creditor Authorization letter does not activate the ***.  A copy of your agreement is located within the Documents section of your online portal account.  The cover page of your Agreement explains that the Creditor Authorization form will not activate your program.  Only signing and returning the paper Agreement or accepting it electronically through the online portal will activate the *** account.   
  
  InCharge does not have the ability to close any account with the ************************.  Once a proposal is submitted it is at the creditors discretion to close the account. At this time, we will contact the creditor on your behalf to see if there is anything else we can assist with and will let you know of the outcome.  
  
  I was hopeful that you would remain on the *** to benefit from the savings of the lower monthly payment and interest rate. However, as you have requested, I have closed your *** account.  I sincerely hope this response brings clarity with your concern. If you have any questions, you may contact me directly at **************.  
  
  Best regards,
  
  *************************
  Manager of *********** Operations
  InCharge Debt Solutions
  CC#********

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21473485
  
  I am rejecting this response because:

  In the response from InCharge, it says that I electronically accepted an agreement with InCharge ... that is false.  I did create a login for their portal per *********************** (the rep I was speaking with), but at no time was I informed that by creating a login to their portal was I accepting anything.  Also, *********************** told me that I needed to sign, date and either fax or email back the agreement.  She told me that they couldn't even talk to ***** without me signing it and I DID NOT sign or return that agreement letter.  Not only that, but I called ***** and told them about my conversation with InCharge and how I did not want to do business with them and to issue a refund for the money that InCharge debited from my account (which they did issue a refund).  So, I have no idea how InCharge was able to access my account without me signing that agreement that *********************** emailed me and the fact that I informed ***** not to allow it to go through.  Not only that, but InCharge closed my Chase credit card and it is no longer usable.  InCharge needs to reverse this whole thing and let my account go back to Chase.

  Sincerely,
  
  *************************

  Customer Answer

  Date: 04/26/2024

   
  Complaint: 21473485
  
  I am rejecting this response because: I have just uploaded an email to BBB that I received directly from InCharge (I will also upload the email again here).  In the email it states "If you have not provided a signed authorization form, please do so to allow your creditors to communicate with InCharge".  The "authorization form" is the form that I never signed or returned, so I'm not sure how InCharge was ever able to speak with ***** to begin with.  Secondly, the email says "Please contact InCharge Debt Solutions within 5 days to resolve a pending matter regarding your *************** Program. You may contact us by visiting our website at www.incharge.org or ************************ at **************".  If my account was closed by ********************** as they state in their previous response, then why am I being asked to contact them?

  I need confirmation that InCharge has closed my account before I give my acceptance to BBB.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/01/2024

  May 1, 2024
  
  *************************
  *************************************************
  ******************
  
  Dear *****************************,
  
  We received an additional Better Business Bureau (BBB) response from you regarding the closing of your debt management plan (DMP) and a communication you received after your DMP was closed.     

  Your DMP account was closed on April 12, 2024, per your request.  I am attaching the closing letter that was mailed to your address on file for your records. 
  
  An email communication from InCharge was sent because your March 15,2024 draft for $661.00 was returned by your bank on March 21, 2024, as Customer advises not Authorized.  This payment was already disbursed to your creditor on March 20, 2024. This communication was sent in an attempt to make arrangements with you regarding this payment.    
  
  The Creditor Authorization letter is signed by our clients and is kept on file in the event the creditor requires the document to speak to InCharge.  As explained previously it does not activate your DMP.  Only accepting the Agreement can activate your DMP which would cause to submit a proposal to the creditor on your behalf to consider program benefits. 
  
  At this time, we are awaiting a response from the creditor to see if they can assist further and will inform you of any updates via your email address on record. 
  
  I sincerely hope this response brings clarity with your concern. If you have any questions,you may contact me directly at **************.  
  
  Best regards,
  
  *************************
  Manager of *********** Operations
  InCharge Debt Solutions
  CC#********

• Initial Complaint

  Date:11/01/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Issue resolved there was a misunderstanding, please remove this complaint.

• Initial Complaint

  Date:11/26/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up an account with Incharge and was informed on 11/7/22 that the creditor would not disclose my account information and that I needed to contact the creditor and if there was no change in 15 days that my account would be placed on hold and removed from the program. The 15 days would've been 11/22/22 but I was charged $75 on 11/23/22. I would like a refund because I don't even know where the money is going if my creditor would release any information and the account should've been removed.

  

  Business Response

  Date: 12/08/2022

  Contact Name and Title: *******************************, Quality
  Contact Phone: ********************
  Contact Email: *************************************
  Dear ******************,
  
  As we are in receipt of the complaint sent on your behalf by the Better Business Bureau, we would like to apologize to you for feeling concerned about the funds debited from you. After receiving your complaint, we conducted a review of your *************** Plan (***) to determine what transpired and to deliver you clarification. An attempt was made to resolve this with you however, we were unsuccessful in reaching you.
  
  The $75.00 fee you referenced was a one-time initial fee that was explained to you in your Client Agreement. I would like to report that this amount is scheduled to be refunded to you as a one-time courtesy. Please expect this payment in the form of a paper check that will be mailed to your address. Listed below is a summary of the results of our research.
  
  Our records show you enrolled into our *** on 10/31/2022 with one creditor account. Shortly following your enrollment, InCharge received an update that the creditor account you enrolled with, requires our proposal to be submitted to a local branch address, where the loan is located. Since we did not receive your signed Creditor Authorization Form, we were unable to speak on your behalf with the creditor. This resulted in a Proposal Response Notice being sent to you on 11/7/2022. In that notice, it advises that the creditor account may be removed from the *** in 20 days if there is no response. Therefore, the initial fee was debited because 20 days did not pass from the date of the debit. Your first payment's due date with us was set for 11/25/2022, 18 days after the Proposal Response Notice was sent to you.
  
  Attached to our response, is a copy of the $75.00 refund check voucher in addition to a copy of the Proposal Response Notice. A copy of your Client Agreement is also included, showing the one-time initial fee amount you agreed to.
  
  We are hopeful that this response resolves your complaint. Should you have any questions or require additional assistance, please do not hesitate to contact me.
  
  Sincerely,
  
  ****************
  InCharge Debt Solutions
  See Attachment/File: 4614638_CC Documents.pdf

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 08/30/2022, I sought assistance to start paying off credit card debt and get my life back on track. After a long battle with mental illness resulting in unhealthy spending, I finally got diagnosed and treated- so it was time to clean up the mess I'd made. I researched debt management companies as I wasn't eligible for a consolidation loan- which lead me to InCharge Debt Solutions. I contacted them, and signed all the necessary paperwork to get started. The agreement was that I would pay them a monthly fee, and they would disburse that money to each company.
  
  I was told over the phone that our timeline matched up so I would avoid a charge-off on Account A (the notice of the charge off sparked my motivation to get things under control). I was told via email (attached) that the proposal to that company had been accepted. I then received notice a couple weeks later that my *********** account had been charged-off.
  
  I paid them $584 total on 09/26/2022. My statement showed that $420 had been disbursed to Account B on 09/30/2022. I had $413 auto-drawn from my personal account with Account B, so I reached out to see if they had discussed this disbursement with InCharge. They advised they hadn't heard anything from them, but did send a request for a signed letter of authorization to them. As of yesterday 10/17/2022, they have not received that back from them.
  
  As it stands, the only place my money has gone and will go is their bank accounts- by definition, that is theft.
  

  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/10/27) */
  Contact Name and Title: Jayson W.
  Contact Phone: ********************
  Contact Email: ***********************
  Dear ****** *****
  
  We are sorry to hear about the obstacles you have faced which led you to seek assistance from our organization. InCharge Debt Solutions is not only dedicated to providing quality service to our clients such as yourself, but also to help and provide support. After receiving your complaint from the Better Business Bureau on 10/19/2022, additional research was conducted to resolve your concerns. Please see below a summary of our findings:
  
  **With regards to "Account A", your counseling call that took place on 8/30/2022, was reviewed. It was found that the counselor did review the delinquency status of this account and informed you that a proposal will be issued to the creditor for enrollment. After you enrolled into the DMP, a proposal was submitted to the creditor and on 9/3/2022, it was approved. However, the creditor communicated to us on 10/5/2022, that the account had reached a charge off status and had dropped from the DMP. Subsequently, a letter was sent informing you of the notification, along with a request to contact us. The reason we requested you to contact us was to attain your verbal authorization to speak with your creditors on your behalf so that we could continue to make payments towards your account. In addition, please note that, creditor charges, past due amounts, and credit reporting, are matters between you and the creditor. You may refer to your Client Agreement for clarification.
  
  **Regarding "Account B", it was found that a proposal and your creditor authorization form was forwarded to the creditor on 9/2/2022. The payment you made through InCharge, dedicated to this creditor was sent on 9/30/2022. Prior to the complaint you submitted to the Better Business Bureau, you emailed InCharge on 10/18/2022 inquiring about the payment and the proposal status. On 10/20/2022, it was found that the creditor could not confirm receipt of the correspondence or the payment. Therefore, as per your request, a stop payment was made to the funds we disbursed to your creditor and a refund of $420.00 was processed back to your bank account. As of 10/24/2022, this refund has processed and cleared to you.
  
  A copy of your Client Agreement, a copy of the refund letter for the $420.00 that was sent back to you, and a copy of "Account A's" proposal acceptance notice are all enclosed with this letter for your reference.
  We are hopeful that this response provides clarity to the concerns you have shared. Should you have any additional questions, do not hesitate to contact us.
  
  Sincerely,
  
  Jayson W.
  InCharge Debt Solutions
  Quality Improvement