Complaints

• Initial Complaint

  10/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  ************************* and ********************* conducted business with Heartland Credit Restoration for a short period. I called to cancel the services and the representative stated I had to pay for services and after payment it would be cancel. I stated to the owner this call should have been a recorded call and he stated they do not record the calls. This payment was made in full sum of $160.00 (including late fee) On August 26. All Prior fees were paid in full as well Payment $140.00 on July 25 2022, $200.00 July 5, $200.00 June 27. Total sum of $700 in 3 months. Evidently this message was not relayed to **** (person on account). I also canceled services with another company attached to Heartland called ********** in which I have had no problems with. I had asked the owner to not contact myself or ********************* ************** over 3 in which he still continues to do with THREATS of filing a collection for non-payment and stating that I am stealing services in which I have not. I did not receive and update for these services and nor do I need one. I do not want to be contacted by this company services again were paid in full at last payment August. I will file harassment if need be.

  Business response

  10/04/2022

  Responding to complaint by *****,

   

  Below is the contact is question, every call and contact is documented in our system.  There is no email documentation provided by customer of any notice to cancel, ***** spoke with her account executive the same day she supposedly told some else her desire to cancel and yet in nearly a 20 minute conversation with **** who keeps detailed notes made no mention to him, send him no cancel notice and never mentioned to him their desire to cancel.  That being said I received notice from **** that ***** wanted to speak with me.  I called ***** and listened to her story.  I found it very odd, that she would have not told **** while speaking to him of her intent.  That being said due to the fact that I always try to please the customer I suggested that since we had already sent our new investigations and since she had not communicated to **** her intent until a call on 9/15 which was in the middle of the next months of services that I would meet her half way and lower the monthly payment to $70. We do not prorate our months but do allow for a customer to cancel  as we always work before any charges are paid.  We agreed and confirmed the date of the $70 invoice.  At that point ***** mentioned she had already canceled her credit monitoring that we had used to evaluate her progress because her work was providing the exact same monitoring for free and this could save her $20.  I said no problem and that we would simply want the new username and password so that **** could complete the final review and exit them.  Next communication is documented below. **** spoke to ***** on 9/21 and 9/22, as you can see ***** had agreed and understood of the agreement I had made with her. Next thing I know she send **** an email that she should not have to pay and completely ignores the call her that I had or the arrangement we had agreed upon.    This morning I get to work and this complaint was filed.  I am not sure how to help people like this, we were hired to help them settle past debts, and help them build a better credit score as we can document, the moment I was made aware of any issue I called *****, our call was not negative and we set up a mutual agreement that she decided she should not have to follow and then write a complaint to try to get her way.  I am sorry that she feels she should not have to honor terms of her agreement.  I left ***** a voicemail today in a hope to find common ground but she as documented feels she can make an arrangement directly with the owner, agree and after the fact simply ignore that arrangement. I have had clients that don't pay me in the past, this is the first one in over ****** who filed a BBB complaint after not paying me.  We wish ***** and **** all the best and I will no longer be trying to collect.  it is simply not worth the headache of dealing with someone who lies at will.

   

   

  08/18/2022 03:16:25 PM  Thu - *******************
  UPDATED IDIQ AND RESENT DISPUTES (TOOK OVER AN HOUR TO COMPLETE)
  DELETED: EXP 5, EFX 6, TRU 3 = 14 TOTAL
  PREVIOUS SCORES: EXP 398, EFX 403, TRU 393
  CURRENT SCORES: EXP 449, EFX 429, TRU 440
  CAPITAL ONE - 160/201 *NEW**ABOVE 30%*
  5/3 BANK - 432/500 *CLOSED**BALANCE WENT UP**ABOVE 30%**150 DAYS LATE, $211 PAST DUE*
  {NEGATIVE ACCOUNTS}
  DISCHARGED CHAP. 7 BANKRUPTCY - 12/9/2019
  CREDIT CENTRAL, LLC - $622/'21 *UNSECURED LOAN*
  ********************* - (MIDDLE ** EMERGENCY PHYSICIANS) - '21 - $239  $328  $598  $1,667  $1,714
  ********************* - $1,025/'20 (MIDDLE ** EMERGENCY PHYSICIANS) *EXP REPORTING AS $0 INCLUDED IN BANKRUPTCY*
  ********************* - $200/'20 (************ RADIOLOGY ***** *EXP REPORTING AS $0 INCLUDED IN BANKRUPTCY*
  *************************** - $346/'22 (AT&T)
  HEIGHTS FINANCE CORP. - $3,038/'20 *SECURED LOAN*
  SECURITY FINANCE CORP. - $545/'21 *UNSECURED LOAN*
  SELF ****/LEAD - $191/'22 *CARD*
  SMART SALES - 120 DAYS LATE, $2,875 PAST DUE *EFX ONLY**LEASE*
  SMYRNA FIANCE - $526/'21 *EFX ONLY**SECURED LOAN*
  TRANSWORLD SYSTEMS **** [TSI/51] - $145/'20 (******************) 
  *THE REST ARE 34 INQUIRIES, LATE PAYS, AND $0 INCLUDED IN BANKRUPTCY ACCOUNTS*

  08/19/2022 11:50:55 AM  Fri - *******************
  TALKED TO **** ABOUT THEIR $140 PAYMENT DECLINING TODAY. HE SAID HE WILL TAKE CARE OF IT AND GET BACK TO ME 

  08/19/2022 11:53:31 AM  Fri - *******************
  ***** CALLED IN IMMEDIATELY AND ASKED FOR THEIR PAYMENT TO BE MOVED TO NEXT WEEK FRIDAY, 8/26/2022. SHE SAID A FAMILY EMERGENCY HAPPENED. I LET HER KNOW THAT A $20 FEE IS ADDED BRINGING THE AMOUNT TO $160. SHE SAID SHE UNDERSTOOD AND WAS VERY THANKFUL OF US UNDERSTANDING. LET HER KNOW THAT I HAD COMPLETED THEIR UPDATES AS WELL, BUT SINCE THE PAYMENT IS MOVED, I'M MOVING THE *** TASK OUT TO. SHE SAID THAT'S FINE.

  08/26/2022 03:04:39 PM  ***********************
  ***** CALLED IN AND MADE PAYMENT OF $160, LET HER KNOW THAT **** WAS ON A CALL BUT THEY HAD A *** ALSO SHE SAID TO HAVE **** CALL HER BACK WHEN HE CAN.

  08/26/2022 04:54:29 PM  Fri - *******************
  CALLED ****'S NUMBER AS HE'S POC AND ***** ANSWERED. I COMPLETED *** WITH HER. SHE SAID THE SMART SALES WAS A DELIVERY THAT SHE DECLINED AND DOESN'T KNOW WHY THEY'RE REPORTING HER LATE. SHE SAID SHE'S TALKED TO SOMEONE IN THE PAST WHO VERIFIED EVERYTHING IS ALL GOOD. I TOLD HER THAT I NEED DOCUMENTED PROOF TO SUPPORT THESE CLAIMS. SHE SAID SHE WILL LOOK.

  09/15/2022 10:27:24 AM  Thu - *******************
  ************************* CALLED IN SAYING SHE WANTS TO MAKE SURE THAT THEIR SERVICE WAS ENDED AND THAT THEY'RE NOT GETTING CHARGED AGAIN. I WAS CONFUSED AS I NEVER REMEMBER HER EVER SAYING SHE WANTED TO END SERVICE, SO I LOOKED AT PREVIOUS NOTES AND SURE ENOUGH SHE NEVER TOLD ME ANYTHING ABOUT WANTING TO BE DONE. I MENTIONED TO HER ALL THAT WE TALKED ABOUT AND HOW SHE NEVER MENTIONED ANYTHING TO ME ABOUT WANTING TO END SERVICE.  I LET HER KNOW AGAIN THAT I SPOKE TO HER THAT DAY (8/26/2022) AND WENT THEIR ***S AND THE PLAN OF ACTION. I LET HER KNOW THAT SHE NEVER SAID TO ME THAT SHE WANTED TO END. THEN I SAID, IT WOULDN'T HAVE MATTERED AS DISPUTES HAD ALREADY BEEN SENT ON 8/18/2022 AND THAT'S WHAT STARTS THE ROUND. I LET HER KNOW THAT EVEN IF SHE DID MENTION THAT SHE WANTED TO END ON 8/26/2022, THAT IT WAS OVER A WEEK LATER AFTER THE NEW ROUND ALREADY STARTED. SHE THEN KEPT SAYING NO SIR, NO SIR, YOU'RE NOT LISTENING TO ME. I CANCELED ETC...SHE ASKED FOR ******'S CELL NUMBER, AND SO I GAVE IT TO HER. REMOVED ALL FUTURE TASKS AND PAYMENTS, EXCEPT FOR SEPTEMBER'S TASK & PAYMENT

  09/21/2022 12:41:01 PM  Wed - *******************
  TALKED TO ***** ABOUT THEIR $70 PAYMENT DECLINING TODAY. SHE SAID SHE FORGOT ABOUT IT AND NEEDS TO MOVE FUNDS. SHE SAID SHE WILL CALL ME AROUND 4PM TODAY. ALSO MENTIONED THAT I HAVE THEIR SCHEDULED UPDATES TOMORROW, BUT IT LOOKS LIKE THEY CANCELED THEIR IDIQ. SHE SAID THEY DID, BUT THEY HAVE ACCOUNTS WITH THEM THROUGH THEIR WORK. I TOLD HER I WILL NEED THAT LOGIN INFORMATION BY TOMORROW.

  09/22/2022 03:54:27 PM  Thu - *******************
  TALKED TO ***** ABOUT HER PAST DUE PAYMENT OF $70 THAT WAS DUE ON 9/21/2022. SHE SAID SHE FORGOT TO TRANSFER MONEY. SHE SAID SHE'S DRIVING RIGHT NOW, BUT WILL GET TO IT. I ALSO REMINDED HER THATI NEED HERS AND ****'S IDIQ LOGIN FROM HER WORK, SO I CAN COMPLETE THE FINAL UPDATES. (SHE CANCELED THEIR IDIQ ACCOUNTS)

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