Complaints

• Initial Complaint

  05/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i reached out several times to both bank and the debt collector about my account. noticed it would show lates fees and that i owe from the account. I was told that is supposed to feel that be the way it is. the account is being paid. I found out later in trying to get prepared to buy a home and get credit correct that my credit report is reading late payments for over a it would take me over two years to get that corrected to even qualify for anything with credit. I feel that when i signed up for this, it is not helping my debt but increases it. I was focused on school and paid off the other credit cards first only because the debt consolidation company was handling. i feel that the amount i have paid out at least one **** of America Credit card should have been paid.

  Business response

  05/17/2023

  Re:         BBB Complaint 20033824
                  *************************
                  *************************************************
                  **********,** *****
                  Navicore Solutions ID #******
  
  To Whom It May ****************** Navicore Solutions, we strive to provide quality services to all individuals that contact our organization for assistance.  We understand that ************** is concerned with one of her accounts that is reflecting as past due on her credit report and she feels as though her balances are not decreasing at the rate she was expecting. 
  
  ************** enrolled two accounts onto her *************** Plan (***) in October 2021.  At that time, one account was current and the other was reflecting as past due on her credit report.  It is up to the creditor whether they will report a consumer as current to the credit bureaus after making successful payments on a **** and the creditor accounts that ************** enrolled did not offer this concession.  All of Ms. ****** payments to Navicore were timely disbursed to her creditors in accordance with her agreement.  A Navicore representative spoke to ************** on 5/11/23 and they were able to clarify the past due issues and explain that the account was past due from its inception.  ************** was advised to make up the past due payments in order to bring that creditor account current, and she informed us that it already had been completed.  It is also important to note that Ms. ****** credit score has increased by nearly 150 points during her time on the ***.
  
  ************** was also concerned that her payments are taking longer than expected to pay off and she felt like her balances were increasing, rather than decreasing.  So far, through 19 months on the **** the balances for her ***-enrolled accounts have dropped by over 35%.  ************** had considered dropping from the *** to pay her creditors directly, but after speaking to the Navicore representative, she chose to remain on the program.  She will continue to make her payments to Navicore to disburse to her creditors and plans on making additional payments directly to her creditors in an effort to pay her debt down sooner.  We are glad to see ************** remain on the program and wish her continued financial success.
  
  Navicore Solutions is a non-profit 501(c)(3)organization.  It is our mission to strengthen the well-being of individuals and families through education,guidance, advocacy and support.  If you would like to discuss this further, please contact me at your convenience at ************.
  
  Sincerely,
  
  ***********************************
  Compliance and ***************** Manager, Navicore Solutions

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've worked with Navicore since 2019 as a credit management service for two credit with **** of America. In the last year there have been several occasions where "network outages" and other interruptions have impacted the original arrangements and Navicore's ability to pay **** of America on time and as agreed. Payments have been late, paid inconsistently, and paid to the wrong account. When I've called the customer service people can't respond to specific questions why Navicore takes two payments a month but then takes 2-3 weeks to pay **** of America. Then paid one payment to the wrong account. BUT still take $30 per month for a "service' that is not rendered correctly. **** of America payments have been late and ARE NOT contributing to credit rebuilding as per agreement

  Business response

  05/01/2023

  Re:         BBB Complaint 19929382
                  *******************************
                  *************************************
                  *******,** *****
                  Navicore Solutions ID #******
  
  To Whom It May ****************** Navicore Solutions, we strive to provide quality services to all individuals that contact our organization for assistance.  We understand that **************** is concerned with payment arrangements involving her **** of America accounts currently on a *************** Program (***) with Navicore Solutions.  Specifically, she claims payments she made to Navicore were not always disbursed to her creditors in a timely, consistent, or correct manner. 
  
  **************** enrolled onto the *************** Plan with Navicore Solutions in October 2019.  At this time, she set up her payment schedule to automatically debit her bank account twice every month, a flex plan, which is a common choice among our clients.  With flex plans, Navicore holds the funds from the first half of the monthly payment until the second half is received from the client.  After receiving the complete payment, funds would then be disbursed to creditors.  ****************** accounts would disburse within ten days, in accordance with ****************** service agreement with Navicore.
  
  It is important to note that Navicore Solutions offers our clients access to a web portal that includes the ability to request payment changes, including due date and debit amount changes.  *************** utilized these payment change requests nearly 200 times during her time on the **** including multiple instances where payment changes were requested five or more times in a day.  Navicore Solutions complied with ****************** requests made via our Client Web Access portal, even regularly disbursing her creditor payments more often than the standard once per month, as a courtesy, in an effort to ensure her accounts were kept current, despite numerous payment change requests.  The requests that **************** made to her direct debit payments played a large role in late or inconsistent disbursements made to her creditors.  Instances where **************** did not make a full payment to Navicore Solutions, resulting in the inability for Navicore to disburse a full payment to all of her accounts, are referenced below.  **************** was made aware by our organization and within her service agreement that missed, late or short monthly payments could result in adverse reporting to the credit bureaus.
  
  In December 2021, **************** submitted multiple due date change requests via our Client Web Access portal.  Due to the multitude of changes, and by virtue of pushing out her debit schedule too far, she only made one of her two scheduled flex payments for the month of December.  Navicore Solutions did not receive a full payment from the client for this month. As we were only able to disburse the funds we had available to her creditors, partial or missed payments could occur.
  
  In October 2022, one of ****************** flex payments was returned, twice, for insufficient funds. We did not receive a replacement for the returned payment and only received her other flex payment for the month. Navicore Solutions did not receive a full payment from the client for this month.  As we were only able to disburse the funds we had available to her creditors, partial or missed payments could occur.
  
  In November 2022, **************** initiated a debit change request via the web portal that reduced the debit amount for her 11/15/22 flex payment.  This flex payment typically accounted for half of her full monthly payment, but as a result, her monthly payment was $180 less than the normal monthly amount.  Navicore Solutions did not receive a full payment from the client for this month.  As we were only able to disburse the funds we had available to her creditors, partial or missed payments could occur.
  
  In December 2022, **************** initiated multiple debit change requests via the web portal, adjusting the due date for her second monthly flex payment.   Additionally, she made multiple requests for her January 2023 payment due dates.  Because of these payment requests, only one flex payment was made to Navicore in December 2022.  Navicore Solutions did not receive a full payment from the client for this month. As we were only able to disburse the funds we had available to her creditors, partial or missed payments could occur.
  
  As a result of the missing and partial payments made by ***************, either through due date change requests, debit amount change requests,or returned payments, her creditor accounts have had instances where they have reported as past due.  However, both of ****************** accounts on the *************** Plan are presently reporting as Current on her credit report.
  
  While we are sorry **************** is dissatisfied, no payment delays were caused by our organization.  All payments received, by Navicore Solutions, were disbursed timely and in accordance with ****************** service agreement. As noted earlier, **************** initiated numerous direct debit requests during her time on the *** and while we understand her frustration, we prepared all payments as she requested.  We even made multiple disbursements per month, as a courtesy, to ensure her accounts would be kept current, if possible.  All payments that **************** claimed to be inconsistent, late, or incorrect were the result of rescheduled, missed, returned, or incomplete payments.   Had all payments been made to Navicore as scheduled, all disbursements would have been made in a full and timely manner.
  
  Navicore Solutions is a non-profit 501(c)(3)organization.  It is our mission to strengthen the well-being of individuals and families through education,guidance, advocacy and support.  If you would like to discuss this further, please contact me at your convenience at ************.
  
  Sincerely,
  
  ***********************************
  Compliance and ***************** Manager, Navicore Solutions

  Customer response

  05/02/2023

  Navicore Solutions response fails to mention THREE critical things

  1 the payments I was instructed by THEM to make via their portal aligning with my payroll (first and 15th) had to be done via their portal because their automatic debits were only processed on the 7th and 28th - paying on the 28th would have been too late for monthly due date based on their infrequent pay out schedules to **** of ********************* they had networks outages twice in 2021 and 2022 that prevented clients to access via the portal or telephone system.  THEIR network outage per **** Of America caused payment to be late and they never caught up despite receiving my funds 

  3 out of payments sent in Nov 21 Dec 21 Jan 22 Navicore sent payments to the WRONG account - the customer service supervisor admitted it was human error and this error caused a **** of America account to be 30 days late and reported to credit agencies as such.
  

  everything I did with payments and the portal was advices by THEM and they inconsistently paid **** of America - the reduced payment I made was because I had to pay **** of America directly that month to make up for their errors and delays.  They obviously have a manual system that does not have proper oversight.

  Id like my 2021 And 2020 monthly fees of $30 returned as well as the $391 they currently have that they have not paid to **** of America in April - I have paid **** of America directly.

  Customer response

  05/02/2023

  Navicore Solutions response fails to mention THREE critical things

  1 the payments I was instructed by THEM to make via their portal aligning with my payroll (first and 15th) had to be done via their portal because their automatic debits were only processed on the 7th and 28th - paying on the 28th would have been too late for monthly due date based on their infrequent pay out schedules to **** of ********************* they had networks outages twice in 2021 and 2022 that prevented clients to access via the portal or telephone system.  THEIR network outage per **** Of America caused payment to be late and they never caught up despite receiving my funds 

  3 out of payments sent in Nov 21 Dec 21 Jan 22 Navicore sent payments to the WRONG account - the customer service supervisor admitted it was human error and this error caused a **** of America account to be 30 days late and reported to credit agencies as such.
  

  everything I did with payments and the portal was advices by THEM and they inconsistently paid **** of America - the reduced payment I made was because I had to pay **** of America directly that month to make up for their errors and delays.  They obviously have a manual system that does not have proper oversight.

  Id like my 2021 And 2020 monthly fees of $30 returned as well as the $391 they currently have that they have not paid to **** of America in April - I have paid **** of America directly.

  Customer response

  05/08/2023

  I am rejecting this response because:   

  Navicore Solutions response fails to mention THREE critical things

  1 the payments I was instructed by THEM to make via their portal aligning with my payroll (first and 15th) had to be done via their portal because their automatic debits were only processed on the 7th and 28th - paying on the 28th would have been too late for monthly due date based on their infrequent pay out schedules to **** of ******************* style="color: rgb(33, 37, 41); margin-top: 0px; margin-bottom: 1rem;">2 they had networks outages twice in 2021 and 2022 that prevented clients to access via the portal or telephone system.  THEIR network outage per **** Of America caused payment to be late and they never caught up despite receiving my funds 

  3 out of payments sent in Nov 21 Dec 21 Jan 22 Navicore sent payments to the WRONG account - the customer service supervisor admitted it was human error and this error caused a **** of America account to be 30 days late and reported to credit agencies as such.
  

  everything I did with payments and the portal was advices by THEM and they inconsistently paid **** of America - the reduced payment I made was because I had to pay **** of America directly that month to make up for their errors and delays.  They obviously have a manual system that does not have proper oversight.

  Id like my 2021 And 2020 monthly fees of $30 returned as well as the $391 they currently have that they have not paid to **** of America in April - I have paid **** of America directly.

  Business response

  05/19/2023

  Re:         BBB Complaint 19929382
                  *******************************
                  *************************************
                  *******, ** *****
                  Navicore Solutions ID #******
  
  To Whom It May ***************** am writing in response to the follow-up consumer complaint filed against Navicore Solutions by *****************************  As the Compliance and ***************** Manager, I have thoroughly reviewed the clients communications and would like to provide you with an update.

  
  We understand ******************* frustration and are interested in resolving the issues with her directly. Our dedicated *************************** Manager, ***************************, has made several efforts to reach **************** this week by phone, with the sincere intention of addressing her concerns and finding a satisfactory resolution. However, we were unable to connect with her to establish a meaningful conversation.

  
  We value open communication and are committed to resolving any issues promptly. We kindly request that ***************** provide us with an alternative method of contact or reach out to *************************** directly at ************. We are eager to address her concerns and work towards finding a suitable resolution.

  
  Navicore Solutions is dedicated to providing exceptional service and ensuring the utmost customer satisfaction. We appreciate the valuable role played by the Better Business Bureau's role in facilitating fair resolutions,and we remain committed to resolving this matter to ********************* satisfaction.

  
  Thank you for your attention to this issue. Should you require any further information, please do not hesitate to contact me directly at ************ or ***********************************
  Sincerely,
  
  ***********************************
  Compliance and ***************** Manager, Navicore Solutions

  Business response

  05/23/2023

  Re:         BBB Complaint 19929382
                  *******************************
                  *************************************
                  *******, ** *****
                  Navicore Solutions ID #******
  
  To Whom It May ***************** am delighted to share some positive updates regarding our recent interaction with ***************. On Friday, May 19th, our *************************** Manager, ***************************, successfully connected with her.  **************** expressed her appreciation for our outreach and was willing to discuss her concerns openly.  She conveyed her dissatisfaction with the negative reporting on her **** of America account.  **************** requested our assistance in contacting **** of America to rectify this situation. ******************* explained our commitment to advocating on her behalf, emphasizing that while we cannot directly control the decision, we will explore all possible avenues to address her request.
  
  Subsequent to this conversation, Navicores Director of Industry Relations, *****************,submitted a request to management at **** of America to remove the 30-day delinquency status in the two months noted in ****************** complaint. We are awaiting a final confirmation from the creditor that the delinquencies will be removed. We will promptly inform **************** of the creditors final response.
  
  In order to attend to ******************** concerns and demonstrate goodwill, ******************** informed her that Navicore would refund her monthly service fees totaling $330 for the years 2022 and 2023. This gesture was well received by *****************
  
  In light of these recent positive developments, I respectfully request that the complaint be updated to reflect a closed/resolved status.
  
  Thank you for your attention to this matter. If you have any further questions or require additional information, please don't hesitate to reach out to me at ************ or ***********************************
  
  Best Regards,
  
  ***********************************
  Compliance and ***************** Manager, Navicore Solutions

*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. ↩