Complaints

• Initial Complaint

  06/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I enrolled in this program thinking it would help me with some high interest loans. My current balance for two creditors was 2213 dollars according to my statements. I asked what their fee was and he said oh about 20 percent of the debt. However when I reviewed the agreements that I was not provided a copy of until I asked they had listed my total balance due was ******* dollars and had never disclosed I would be paying them an additional 600 dollars for legal fees, on top of the program fees and RAM fees. I had an account with net credit they had listed as me borrowing 1800 dollars, however that was the amount offered. I opted for the lowest amount of 1450. I feel like these numbers were inflated to charge me more fees and this program will be costing me more than just paying the loans they took on to settle and Im really not seeing the accuracy in the math and am not happy about all of the fees that werent disclosed when I clearly asked at the time of sign up what they would be. Currently I am paying 236 bi weekly and every time I ask no one can give me a clear end date of those payments. The communication has been less than what is expected from someone that is handling my money.

  Customer response

  06/09/2024

  This has been resolved with the company.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have been working with this company to help resolve some debt. We were able to resolve all accounts and I had overpaid the program by over $600. I have requested my refund more than once now and the only thing they have done is charged me more program fees and have not processed my refund.

  Customer response

  06/13/2024

  Case manager reached out and resolved. Issue 

  Customer response

  06/13/2024

  The case manager reached out and resolved the issue. Please remove my complaint.

• Initial Complaint

  03/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I enrolled because i had been very ill and missed almost a month of work. I fell into a hole because of this. A couple of payday loans and my credit card. I was very clear from the beginning that my credit card was only 30 days late on a payment and the balance was under $800. I was told that this was not an issue, they would be able to add the cc to the consolidation however, it would close the account and could cause my credit score to decrease. I agreed to that. Not only that but they have down that I am suppose to be paying ******* to a payday loan for my balance and my wifes being 504. This is furthest from the truth. I only owe $522. And she only owes $204. And my Credit card is less then $500 balance. So, they made it seem like this was a consolidations and that i would make a monthly payment, and that they would be paying my payments on a month to month basis for a negotiated fee. They have already stated that my cash advance agreed on a reduced amount of around $500. So where is the almost $2,000 coming from? I understand that they have fees as well. But I was notified that i had another late fee added to my Credit card, so i emailed my Account rep and asked if an agreement was reached with the company and i was then informed that they were only provided the balance on the card, and that they do NOT start doing anything with credit cards until they have been charged off and closed and that was around 200 days. So I informed her that this was absolutely not what i was informed of and that this was not a consolidation. I ask a few more questions, Surprise they stopped responding to me. I could have come up with a better solution then this and been better off. I want out of this situation and would like answers that are not being provided. I feel that because i was mis-led about my credit card and how it would be handled, I Believe a full refund should be issued plus compensation for any fees i have now incurred due to their last of honesty.

  Business response

  04/04/2024

  Hello ********, I see here you spoke to **** with encompass Recovery Group and sorted out all the information and are staying on the program. Im glad we could assist you in this matter. If you need anything else please do not hesitate to contact Encompass Recovery Group. 

  Customer response

  04/04/2024

   
  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,
  
  ***************************

• Initial Complaint

  12/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have used this company since 2019 to settle debits. At first, they seemed legitimate, but there have been several times this year that I questioned their fees and ask for a complete audit of the fees that I was being charged. I was also being contacted by my creditors because they were only taking fees and not settling my debts. I told them that I wouldnt continue the program until they could provide the audit. After months, I received the audit. I was told that I had no more fees and that we would be able to move forward. My first payment back on the program, I was charged over $470 in fees. When I questioned it, I was told that the person was mistaken and that I did owe more fees, but they were willing to credit my account $1000 for the fees. This was never done and in return they charged me more fees. I told them to discontinue withdrawing from my account until they could explain the fees. *** reached out several times, but **** (my account rep) wont call me Back. I would like them to take time to fully audit my account and I would like to be refunded for any fees that I was charged in 2023. This business is dishonest and I believe that the Attorney General should investigate them for dishonest business practices. If we cant come to an agreement, I will be contacting the Attorney General.

  Customer response

  12/11/2023

  The business called me and we were able to come to an agreement. Okay to close case.

  Business response

  01/08/2024

  hello this complaint was put against encompass recovery group. We did speak to encompass and they let u know the client is staying on the program and is satisfied with the results. we were told this complaint was being removed off of SGF and noted with Erg. Thank you in advance and I appreciate your time. 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have made payments of *****/** for approx 9 months but Solid Ground Foundation has not paid any of my debts. Im requesting for a complete refund. Your prompt response to this matter is greatly appreciated. Thank you.

  Business response

  08/18/2023

  ************************ was enrolled in 2013 and referred to ****************** Services for servicing. Unfortunately ****************** Services is no longer in business after being acquired in 2017. Solid Ground Financial does not process payments or collect any fees as we are a Debt ************************ Solid Ground is dedicated to the 100% satisfaction of our Clients. In Lieu of these facts we still advised ************** to send us whatever information she can get to substantiate her claim. We tried to call her service provider but was only provided limited information due to were not the servicer. We advised ************* to call her payment processer and obtain the ledger so we can verify her claim. She advised she did and we are awaiting her ledger.  

   

• Initial Complaint

  07/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I started using this company to get rid of my debt in September 22, 2022 was the first payment I made to them. They told me their programs were only so much a month. They are currently charging over $200 some months and not even paying my debts. They did not pay any of them from 03/29/23 to 05/25/23. They just took all the money I paid in for their fees. I could have paid these off on my own without all the extra fees I am paying them.

  Customer response

  07/31/2023

  Account manager called and resolved this issue.

  Business response

  08/01/2023

  Hello This complaint is on the wrong company. This client is referring to encompass recpvery group. Please move complaint over we do not service files at Solid Ground financial. Thank you 

• Initial Complaint

  07/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  12/29/22 Deposit to Trust $240 01/09/23 *** Payment $15 01/13/23Deposit to Trust $240 I enrolled in a debt consolidation program to pay off payday loans. I thought I would be relieved of my debt on 07/15/23. I received numerous emails stating I had 1 payment of $300 after my last payment was drafted. Unfortunately, that wasn't the case at all. I was told that I would have 2 more payments of $240 that would be drafted from my account on 07/30/23 and 08/15/23 for the remaining balance of $332. I immediately requested for my account to be closed. I have been enrolled in this program since 12/29/22(even when payments were not charged $240 was still drafted out of my account). Every 2 weeks I have had $240 come out of my checking account. The fees are ridiculous, and I have contacted the payday loans that I have left to negotiate the remaining balances because it is taking extremely long to pay the payday loans off. In the meantime, (Reliant)ram can continue to draft my account. Hopefully, no one else has to experience what I have experienced. I still have to negotiate 2 payday loans on my own or continuing to let *** services draft from my account until they negotiate a settlement (that could take another2 to 5 months. I have 2 payday loans that have been sent to collections and they still continue to say we will settle. If the accounts are sent to a collection agency, the debts can be settled for less amount (not the original amount. As a result, I requested my confirmation for 2 payday loans that were paid off. I paid advance Financial off on 06/21/23 and I have yet to receive confirmation. Lendumo last payment was made on 07/21/23. I just want other consumers to not be misled. If it sounds too good to be true, chances are it is.Contacts ***** Encompass Recovery Group **************

  Customer response

  07/25/2023

  The issue was resolved.

• Initial Complaint

  05/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They claim I asked them to help with debt reduction, but I never signed a contract with them, nor did I give them my banking information. I have no idea where they got the information, but they withdrew $139.00 from my bank account on March 3, March 20, April 3, and April 20th for a total of $556.00.

  Business response

  05/18/2023

  Hello *******. Thank you for your inquiry. We are showing you signed up with Surin. I looked at your account and it shows you were refunded. You also have some agreements with your lenders on file with encompass recovery group. I did try and reach out to you regarding your account but have had no success. Please give encompass a call. Thank you 

   

  For The BBB- This complaint is on the wrong company. We are the enrollment company. Thank you this has been processed per Encompass. 

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up with Encompass/RAM a few years ago to help with some debt I had. When it came to my last account/closing my account, they dont want to do it/Im getting the run around/getting lied to. Feb. 25, 28--I emailed and asked about my balance and my last account with them, they told me they cant find the ****** account, and to let them know if I hear from them.June 13I checked up with them, June 27They tell me they found the ****** account, and do I want to pay it or them. My balance with them was $207.72 and I had $652.51 in my RAM account. I told them to pay them. I was told then I would be refunded the balance and to check back in 5-7 days, which I did with no updates.July 14I checked back, and still no update. I was finally given my account managers e-mail. I forwarded the e-mails that had been going back and forth, and asked again for my refund.July 18I was told ****** closed and all balances were forgiven and I would get my refund in 2-3 weeks.I called when I didnt get a response, was told by someone else on the phone that they never sent my last payment to another lender (Plaza on the **** and I would get a refund of $467.51 when the check clears with Plaza in a few days.Since then, I checked my account and theres a lot of fees that all of a sudden came out, ie 2 payments of $185 which went to Plaza when I was told only one payment didnt get sent. Ive had a total of $509.43 in fees including a double payment to Plaza. The balance with them said $132.13.Aug 10--I was told by my account manager that no fees have came out since July when I e-mailed him about all the fees, why it was taking 2 months to close my account and get my refund back of $467.51. I got an e-mail back apologizing/saying he would let the department know to refund me the correct amount.I have heard nothing for them.I want my refund of $467.51 which I was told I would get when this all started.

  Business response

  09/29/2022

  Hello ****************, 
  
  
  Your file has been brought to my attention due to the complaint we received from the Better Business Bureau. 
  
  
  Looking into your account I see you contacting Encompass Recovery Group and not getting a resolution several times over and over again. We have since tried reaching out to you several times by phone to make sure that you received your refund. 
  
  
  Your file was being serviced by Encompass Recovery Group and we apologize for the lack of service you received at the end of your program. Your file is currently in a Graduated status and feel free to reach out to us here at Solid Ground Financial if anything is not to your satisfaction. 
  
  
  Sincerely, 
  
  
  
  
  
  *****************************

  Customer response

  10/05/2022

   
  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.

  I had to get a new phone and was having issues with voice mails, so if you left me one I most likely didn't get it; I would've called you back. Thank you for resolving this issue for me!

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

• Initial Complaint

  04/25/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I contacted Solid Ground Financial in January 2022 to request help consolidating my pay day loan debts. I submitted my balances and other account information to Solid Ground Financial and they provided me with a monthly quote for paying off the debts. After the quote was issued and I signed an agreement, my account was then turned over to Encompass Recovery, which is apparently a law firm that works with Solid Ground Recovery. By March 2022, I noticed that only about $50 had been paid toward my debts even though the company had collected $470 from me at that point. I inquired as to why the company had only paid a small fraction of the monthly payments ($470 per month) that they had collected from me to pay towards my pay day loan accounts and they informed me that it was because: "For every lender settled, our company charges a 20% fee based on the balance of the account prior to settlement. That fee is also not upfront, but rather spread out throughout your months in the program so that we both pay the lender and us as evenly as possible." They further stated that they additionally charged me a $600 legal retainer fee that they would be taking from my first few payments. I made one more payment to the organization for $370 and then I quit the program because I could see that the entire thing was a bait and switch to drum up revenue for this shady law firm. I believe that I am owed every thing that I paid to this company that did not get paid to my creditors. Of the $840 that they collected from me over a two month period, they only paid $150 to my creditors. They should refund me for the $690 that their law firm gouged from the funds meant for my creditors, but they have only refunded $57.00.

  Business response

  05/23/2022

  Hello *****, I looked into your account and our service provider did get results on your file. You had 2 accounts enrolled into the program of which both are resolved. We have been trying to reach you to see what direction you would like to go. Your state guidelines in ** is 20% fee for the two accounts settled. You did have legal protection on your account which you di not use. I can see if the service provider will refund this portion. If you could respond to this thread and let us know. We will let encompass know what your goal is. We are the enrollment company not the service provider. Thank you 

  Customer response

  05/23/2022

   
  Complaint: 17105036
  
  I am rejecting this response because:

  This business did not settle my enrolled accounts. They negotiated a debt payment agreement with the two creditors and then proceeded to pay the debts a small portion of the money they received from me that was meant to go to these creditors and kept hundreds of dollars for their law firm partner, Reliant, for legal services that were not initiated and that I did not request. 

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

*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. ↩