Complaints

• Initial Complaint

  04/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  SCS Pooled Trust removed 1000.00$ from my bank account without my signature, permission or acknowledgment for an entire year. I didn't realize this until recently and have tried contacting them and I am getting nowhere with this company. I do not know how they obtained my bank information or why they did this. I have been in touch with my bank regarding putting a stop to the removal of money from my account. I would appreciate you looking into this matter for me as I have not been able to resolve this on my own with the company. I am being virtually ignored. Thank you for your help in getting to the bottom of this as I am confused about how this happened and as how to get it resolved.

  Business response

  05/02/2024

  Thank you for bringing this to our attention.

  After reviewing your account, we found that you signed a Joinder Agreement and other necessary forms with us in February 2023. Subsequently, we processed a ******** application for you.
  
  Due to your hospitalization and relocation, our attempts to reach you were unsuccessful. As a result, we sheltered your income monthly without proper notification of your circumstances.
  
  To address your concerns, we have initiated a full refund of the withdrawn amount and mailed you the signed documents for your reference. We apologize for any inconvenience this may have caused and are here to assist you further if needed.
  
  If you have any questions or require additional information, please feel free to contact us at ************.
  
  Thank you for your understanding.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company takes my money every month $338, and annual fee of $150. Originally I opened this account to set aside my income to help paying my utility bill, but I no longer need this service and has requested to close this account about 6 months ago. The Case Manager is named ******, and he never answers my call, and he only replied via email. And every time I sent him the required documents (proof of income) to close the account, ****** always said it is not sufficient to close. But all I got is pension, and I already showed and sent that to him but he is not accepting them. I would like a refund of all service fee charged and all my remaining balance I have for the last 6 months or the time of request whichever is earlier, and also close the account.

  Business response

  01/24/2024

  We apologize for the inconvenience you've experienced.
  We sent a request to pay the Con ****** that was not paid. We're doing a refund for the balance of Trust back to the member as they have been trying for months to close this account down. We have successfully shut down the account as per the member's request and everything is in good standing now.

• Initial Complaint

  12/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  why is my card being denied?

  Business response

  12/18/2023

  We spoke with the client. The member was unable to use his SCS  Pre-paid Card properly due to fraud activities. We are sending him a new card. The member understands what occured.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This pooled trust has been paying my monthly bills late about 2 weeks late and then I get late fees charged on my bills and get eviction notices due to rent being payed late

  Business response

  11/02/2023

  We spoke with *****. They have been a member of SCS since 2017 and we have always held a very good standing professional relationship.   I did reverse two months of months fees.  Crediting the file $120.00 and reduce her monthly fee going forward till $40.00 per month.  Anything she feels that she is owed from the past, we will of course work with her.
  
  She was happy with my email and appreciated our contact together, I feel at this time any issues at hand have been resolved.    

• Initial Complaint

  09/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  GOOD Day I would like to included a Video with copies of all the illegal fees that have been taken put of my account every month of Tewnty -Five Dollar every month three times and twice in a month I was unable to see this in the Pass do to the old System now that a new System is set up I see where I've been charge fees three and sometimes twice a month there is no sat date for the fees to come out of the account so the ******************* is just taken as much as they want for a fee and went I *********** Supervisor ********************************* she is Alway on a different paper siding with the company as well as staying untrue Facts so here is my prove meaning that the company is illegal taking extra fees serval times in one month thank you.

  Business response

  09/08/2023

  Please follow the deposit and fees below. 
  
  2019
  The trust starting February 1, 2019 (In February she was not charged a monthly fee)        
  March 2019 two Surplus Deposits of $157.000. One for Feb Surplus Deposit and One for March Surplus Deposit  
  March 7, 2019 $25.00  (Feb 2019 Monthly Fee)
  March 7, 2019 $25.00  ( March 2019 Monthly Fee)
  March 26, 2019 Surplus Deposit
  March 27,2019 a $25.00  (Double Fee)
  ***** 23, 2019 surplus deposit
  ***** 24th $25.00 Monthly fee charged for ***** 2019
  May 22,2019 surplus deposit
  May 23rd $25.00 Monthly Fee charged for May 2019
  **** 28, 2019 Surplus Deposit
  July 1, 2019 Monthly Fee invoice ran for **** 2019
  No Surplus Deposit for July 2019
  July 31st Monthly Fee charged for July 2019
  August 9, 2019 Surplus Deposit
  August 12, 2019 $25.00 Monthly for August 2019
  September 3, 2019 Surplus Deposit
  September 4, 2019 $25.00 monthly fee for September 2019
  October 3, 2019 Surplus Deposit made
  October 4,2019 a monthly fee for $25.00 for October 2019
   October 29, 2019 Surplus Deposit Made
  November 22, 2019 Surplus deposit made
         November 25, 2019 Monthly fee for $25.00 for November 2019
       13    December 2019 Surplus Deposit made
                December 24, 2019 Monthly fee for $25.00 for December 2019
  
  2020
  
  ******* 2, 2020 the member is charged her annual Renewal Fee if $100.00
  ******* 29, 2020 Surplus Deposit
                ******* 30, 2020 $25.00 Monthly Fee for ******* 2020
  February 26, 2020 Surplus Deposit
                February 28, 2020 $25.00 Monthly Fee for February 2020
  March 27 2020 Surplus Deposit
                March 30, 2020 $25.00 Monthly fee for March 2020
   ***** 28 Surplus Deposit
                 ***** 30, 2020 $25.00 Monthly Fee for ***** 2020
  May No Surplus Deposit Received
  **** 3, 2020 Surplus Deposit
                **** 5, 2020 $25.00 Monthly fee May 2020
   **** 26, 2020 Surplus Deposit
   July 27 2020, Surplus Deposit
                 July 28, 2020 $25.00 Monthly Fee **** 2020
  
                 August 31, 2020 $25.00 Monthly Fee for July 2020
  September 30, 2020 Surplus Deposit
                 October 2, 2020 $25.00 Monthly for August of 2020
   October 28, 2020,  Surplus Deposit
  November 2020 No Surplus Deposit Received
  November 30, 2020 $25.00 Monthly Fee for September of 2020     
  December 4, 2020 Surplus Deposit Received
                December 7, 2020  $25.00 Monthly Fee for October of 2020
                December 31st the RENEWAL FEE INVOICES WERE RUN EARLY AND SHE WAS CHARGED A RENEWAL FEE  OF $100.00
         15   December 31, 2020 Surplus Deposit
  
  ***  No monthly fees were charged for December or November of 2020***
  
  2021
  
  ******* 7, 2021 RENEWAL FEE of $100.00 IS CHARGED AGAIN (This needs to be reversed and credited)
  1.    ******* 27,2021 Surplus Deposit
         ******* 29, 2021 $25.00 Monthly Fee charged for ******* of 2021.
  2.    February 2021 NO SURPLUS DEPOSIT RECEIVED
  3.    March 4, 2021 Surplus Deposit Received
         March 5 2021 $25.00 Monthly Fee charged for February of 2021
  4.    March 24, 2021 Surplus Deposit
  5.    ***** 14, 2021 Surplus Deposit
         ***** 15, 2021 $25.00 Monthly Fee charged March 2021
  6.    May 27, 2021 Surplus Deposit
         May 28, 2021 $25.00 Monthly Fee Charged for *****, 2021
  7.   **** 30, 2021 Surplus Deposit
        July 1, 2021 $25.00 Monthly Fee Charged for May 2021
        July 2, 2021 $25.00 Monthly Fee charged for **** 2021
        July 13, 2021 we credit back $25.00 assuming we double charged Monthly Fees
  8.  July 28, 2021 Surplus Deposit
       July 29, 2021 $25.00 Monthly Fee Charged for July of 2021
  9. August 27, 2021 Surplus Deposit
       August 30, 2021 $25.00 Monthly Fee Charged for August 2021
  September 30, 2021 Surplus Deposit
                September 30, 2021 $25.00 Monthly Fee charged for September 2021
  October 28, 2021 Surplus Deposit
                October 29, 2021 $25.000 Monthly Fee charged for October 2021
  November 24, 2021 Surplus Deposit
                November 26, 2021 $25.00 Monthly Fee Charged for November 2021
  December 7, 2021 $100.00 Renewal Fee deposit comes in
  December 8, 2021 We Deducted $100.00 the Renewal Fee
  December 28, 2021 Surplus Deposit
               December 29, 2021 $25.00 Monthly Fee Charged December 2021
  
  2022
  
  ******* 2022 NO SURPLUS DEPOSIT RECEIVED
  February 2, 2022 $25.00 Monthly Fee for ******* 2022
  February 3, 2022 Surplus Deposit
  February 8, 2022 $25.00 Monthly Fee for February 2022
  February 24, 2022 Surplus Deposit
  March 25, 2022 Surplus Deposit
  March 31, 2022 $25.00 Monthly Fee for March 2022
  ***** 25, 2022 Surplus Deposit
  ***** 27, 2022 $25.00 Monthly Fee for ***** 2022
  **** 1, Surplus Deposit Received
  **** 1, 2022 $25.00 Monthly Fee for May 2022                
                 **** 3, 2022 $25.00 Monthly Fee for **** of 2022
  **** 24, 2022 Surplus Deposit
  July 26, 2022 Surplus Deposit
  July 27, 2022 $25.00 Monthly Fee for July 2022
  August 23, 2022 Surplus Deposit
  August 24, 2022 $25.00 Monthly Fee for August 2022
  September 28, 2022 Surplus Deposit
  September 29, 2022 $25.00 Monthly Fee for September of 2022
                 October 3, 2022 $25.00 Monthly Fee for October 2022
                 October 27, 2022 $25.00 Monthly Fee (seems like an extra fee)
  November 23, 2022 Surplus Deposit
  November 25, 2022 $25.00 Monthly Fee for November 2022
  December 29, **** Surplus Deposit
  December 20, 2022 $25.00 Monthly Fee for December 2022 
  2023
  
                 JANUARY 23, 2023 - RENEWAL FEE CHARGED FOR $150.00
  ******* 24, 2023 Surplus deposit
  ******* 25, 2023 $25.00 Monthly Fee for ******* 2023
  February 22, 2023 Surplus Deposit
  February 23, 2023 $25.00 Monthly Fee for February 2023
  March 23, 2023 Surplus Deposit
  March 24, 2023 $25.00 Monthly fee for March 2023
  ***** 25, 2023 Surplus Deposit
  ***** 27, 2023 $25.00 Monthly Fee ***** 2023
  May 26, 2023 Surplus Deposit
  May 30, 2023 $25.00 monthly Fee May 2023
  **** 30, 2023 Surplus Deposit
  July 3, 2023 $25.00 Monthly Fee for **** 2023
  July 3, 2023 $25.00 Monthly Fee for July 2023
  July 5, 2023 We credit back $25.00 feeling we double charged her for July for Monthly Fees
                  August 1, 2023 $25.00 Monthly Fee for July 2023
  August 3, 2023 Surplus Deposit
  August 16, 2023 $25.00 Monthly Fee for August 2023   
  August 30, 2023 Surplus Deposit of $25.00
  September 5 2023 $25.00 Monthly Fee for September 2023
  September 6, 2023 we reversed back $25.00 again for the August 1, 2023 Monthly Fee taken
  
  2019 We did double charge a monthly fee in March of 2019 of $25.00
  2020 We did not charge her Monthly fees for November and December of 2020.
  2021 We over charged $100.00 renewal fee.  (this needs to be credited)
           July we give her back $25.000 feeling we over charged her monthly fees
  2022 We over charged Monthly fee in October of $25.00
  2023 We credit her back the Monthly fee for July that was taken August 1.  It just happened twice.  
  
  The Portal is not hiding anything.   If she was to see something and then it was gone the next time it could have been a feed error on her screen.
  
  I am putting in a credit for the double Renewal fee she was charged.  
  
  I am putting in a credit for the over fee she was charged in March of 2019
  
  I will put in a credit for the monthly fee she was over charged in October of 2022
  
  She did get credits in 2020 as no monthly fees were taken for November and December
  
  Her account will be positive $200.00.   

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I receive rent income from ************************* through SCS pooled trust. After great consternation I finally received the rent for January 2023 in June 2023. Now we are into July 2023 and I have not received payment yet for July. SCS pooled trust has consistently claimed that the check for January,February,March,April and *** were mailed to me. This is bordering on ridiculous. They again claim to have mailed Julys payment but I have not received it. Please investigate. All Im asking for is the money to which I am entitled. My only solution otherwise is have ***** find a new place to live. I really dont want to do that but I need rent payment on time. Thank you.

  Business response

  07/19/2023

  Good Day. The Case Manager Director, **********, spoke with ******. This is her summary: 

  "This has been resolved.  ****************) said he filled out this complaint prior to receiving a check and got the check the same day. He was unable to stop it.   I am putting him on ACH Deposits and he is happy with the outcome of the call.   I told him he will get our reply and he said if he could remove the BBB Complaint he would." 

  Customer response

  07/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called my worker at pool trust to have her close my pool trust . I receiced a letter from nedicaid that i know longer have a soend down . Which i emailed her . The 420 dollars was still taking out of my account . I have made several attemots bith emails an phone calls , she has not responded with anything then that she eill doeak to her supervidor about the situation . I called her supervisor *** who has not returned my phine call about clising my pool trust an no longer taking my monies from my account .

  Business response

  05/15/2023

  Per the Case Manager Director, **********, **************** pooled trust has been closed. She is processing a refund back to him, and did reach out, but received his voicemail. 

  Customer response

  05/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *****************

• Initial Complaint

  04/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My elderly parents use this company for their ******** spend down. They are to pay all bills that we provide to them on a monthly basis. Almost every month, our parents bills are paid late, they incur late fees and have negative impacts on their credit. We pay this company an extra sum each month to have the bills paid by overnight mail to try and avoid the late fees. This passed month, their office was closed for an entire week. They did not provide notice to ** that they would be closed and took over ten (10) days to send out the payments for our parents bills. We have now incurred additional late fees once again. We want to be reimbursed for all the late fees incurred due to SCS not paying the bills timely and in the timeframe indicated in the contract.

  Business response

  08/03/2023

  The file has been more then reconciled, that month we sent all of her bills out express mail with no charge to her -  we do send Mortgage out Express mail permanently now.  We did reduce the Monthly Fee for them as well.   T

  he file is in good standing at this point as this was just an isolated issue during the holiday time.  

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have made several attempts to disenroll from the pooled trust. I contacted a *********************** who told me if I disenrolled my health plan would take and keep the 300 dollars that goes into my pooled trust. This scared me as I live off of a low income.. I hung up and contacted my case manager from VNS who stated that was incorrect. I called ***** once more and once again he tried to intimidate me from disenrolling by stating VNS would take my money. I told him that was false. He then told me that a woman by the name of ******* would reach out to me to disenroll me. She also stated VNS would take my money. Once I told her that was false she stated she could not disenroll me until I provide her with a new budget. She also stated I need to recertify for ********* I want to be disenrolled asap as I no longer need their services.

  Business response

  02/16/2023

  SCS has been in constantly communication with ***************************. SCS Case Manager Supervisor ******************, spoke to ****** at VNS and ***** directly. ******* removed ***** from funding until VNS submits a new budget letter to close the trust. ***** agreed to this. This complaint has been addressed by SCS. 

• Initial Complaint

  05/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We employed SCS Pooled Trust Services to take care of a spend down problem we had when we applied for ******** for my situation where I'm legally blind so I can have home health care. SCS has been mismanaging our funds since we joined them. Our bills are not being paid on time. They owe the bank 2 months of mortgage plus they owe us a month mortgage that was refunded to us that we're not supposed to pay due to refinancing our house. Also, they were also supposed to pay for all our bills, including utility bills, car insurance, home insurance, etc. To date they haven't paid the bills on time and companies have complained saying they will take action where they will cancel our policy or charge us a late fee because SCS has claimed they have paid the **** but the companies have not received the payment for more than 2 weeks which is more than enough time for them to receive the payment. We tried several attempts over the past week to contact them but they don't communicate with us to tell us what's going on. If they do, they send emails that don't have much information about paying the bills. The month mortgage refund that we're owed, they claimed they put the money back into our account but we don't see that money in our account. We think the money might have been embezzled. Even though we tried to explain to them what they are doing is the wrong way and do it our way, they still continue doing it the wrong way. Because they didn't pay for the mortgage, our house may go into foreclosure and we might lose the house for them not paying the mortgage in time. We've been trying to call them for than a week but they don't call us back. Right now we're totally dependent at the mercy of BBB to try to intervene with this matter and try to resolve this matter so we don't lose our house, our car insurance and other services where our bills aren't paid. Thank you in advance.

  Business response

  06/01/2022

  Please review the summary of events from the *** Case Manager Director, *********************: 

  "In response to the BBB Complaint
  
  The reason there was an issue with the Mortgage is because **************** refinanced and was given a new loan number.  
  
  The checks we (***) were sending were being returned and we were reissuing them not realizing there was new load number and or account number.  
  
  Documents were forward to the Case Manager with the new information and I think the new loan information was just misread.
  
  We (***) did go above and beyond to express mail the checks out, unfortunately we were sending it to the wrong vendor.
  
  I called **** of America and explained to them what occurred, and made two phone payments for the months that **************** was behind. **** of America saw what had happened, acknowledged the receipts of our checks, however, they could not apply them as the loan number in the account was wrong. **************** did not incurring penalties, late fees or negative reporting on his credit. 
  
  The ******* payment was put on Auto Pay and we quickly processed a payment for the month of April."

*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. ↩