ComplaintsforCentury Support Services, LLC

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had received several letters in the mail that appeared to be government offers to Florida residents for debt relief options. I finally called to talk about debt reconciliation in July, and enrolled three of my accounts (two credit cards and one personal loan through Best Egg) in what I thought was going to help me pay them down with less interest. Ive attached the contact I have had with Century on when they will contact my accounts as Ive been contacted constantly about late payments. I keep being told its being worked on. Today I received a 51 point credit score decrease due to delinquent payments even though Ive been constantly reassured not to worry about this. The agreement was to pay a $354.31 installment monthly to be paid off to each creditor while protecting my credit and incurring more fees and interest. I havent seen any of my accounts paid down and Ive attached several statements below to show this as well as the incurring late fees and interest fees Im incurring. I want at least what *** paid this company and to have this contract cancelled. However, I want to request additional fines to the business for my increasing my debts owed over the past three months.I really need help as the last thing I can afford is more debt and worsening credit.

  

  Business response

  10/10/2024

  This is a response from Century Support Services to Complaint #22378256
  
  Our team is making attempts to connect with Ms. Isaksen to review the concerns mentioned in her complaint. As of the date of this response, we have been unsuccessful in reaching her. We will continue our efforts to reach her.
  
  Ms. Isaksen enrolled in a Century Support Services debt settlement program on 07/24/2024. Prior to enrolling into this program,  Ms. Isaksen was presented with her Debt Settlement Agreement (contract) which outlined her program and all costs in detail.  Per her contract, she enrolled 3 debts having aggregate balances, as of the date of enrollment, totaling $20,923.00.  Based on her financial ability, a monthly program deposit of $354.31 was established and a program length of 48 months was estimated.
  
  In her complaint, Ms. Isaksen states that the agreement was to pay a "monthly installment of $354.31 to be paid off to each creditor while protecting her credit and incurring more fees and interest".  That is an inaccurate description of the services as outlined in her debt settlement contract. Century works to negotiate settlements that provide substantial reductions to the balances on the client’s accounts, including any interest and fees that may have been assessed. Because our focus is on delinquent debt & helping clients work toward better financial health, our program is not designed to improve credit but rather assist the client in the relief of these debts. Once the debts are settled & the program is completed, the client can then concentrate on rebuilding their credit.
  
  At just 3 weeks into her program, Century successfully negotiated a favorable structured settlement of 50% on Ms. Isaksen's Best Egg account. Ms. Isaksen authorized this settlement which provided her with a realized savings of $1,407.00. The monthly funds Ms. Isaksen is depositing into her program are currently being applied toward the initiated payments to Best Egg for the structured term agreement and Century’s earned settlement fee. As additional funds build in her special purpose account, those will be used to negotiate settlements on the remaining 2 active debts.
  
  Century specializes in supporting financially distressed consumers who are facing hardships that prevent them from meeting their minimum monthly payment obligations to creditors. It is important to note that, in programs focused on debt settlement and negotiation, accounts will typically need to become past due in order to facilitate successful resolution. Creditors typically will continue to add interest and late fees to accounts that are delinquent.
  
  Century is a privately-owned company and not affiliated with any government relief programs. Century has been in business for over 20 years. We are an accredited member of the American Association for Debt Relief (AADR) & required to meet specific compliance and ethics criteria in order to maintain that accreditation status, as well as abiding to all state and federal regulations.  Based on the attachments provided, it appears that Ms. Isaksen was in communication with her Certified Debt Specialist about the concerns outlined in this complaint. The Century customer experience team has no record of any communication regarding these concerns which may indicate a potential gap in communication.  Once Ms. Isaksen executed her contract she was transferred to the Century servicing team to complete her enrollment.  As explained to her on that live Welcome Call on July 26th, 2024, the servicing team will always have the most current and up to date information regarding her program. While her enrolling representative can be available, Century provides our customer service contact number and information and recommends that all communication be sent to the Century servicing team.
  
  Century has acted professionally and in accordance with our contractual obligation to Ms. Isaksen.  We regret any confusion or dissatisfaction that she has concerning her debt settlement program. Her program is on track with early success & we’d like the opportunity to talk further with her about her program and her concerns. We look forward to connecting with her.

• Initial Complaint

  09/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I approved a debt settlement agreement with the creditor, which included the settlement amount and the amount of monthly payments to the creditor and the company's remuneration. After restoring the agreement, you did not fully restore the agreement as promised during my conversation with your representative before my request for restoration: you canceled the agreement with my creditor, and you restored your remuneration for this agreement. In violation of the terms of the agreement and our agreements, you did not notify me of this in advance, you arbitrarily, without my consent, changed the amounts and terms of your monthly remuneration You do not respond to my written requests, simply ignoring them Based on the above I ask:either fully restore the terms of the agreement: the agreement with the creditor and monthly payments to you and the creditor, or, if you can no longer restore the agreement with the creditor, then you cannot take a fee as remuneration for an agreement that does not exist. If you do not want to do this, then there is no point in having any further relations with you and returning to the original position with a refund.

  

  Business response

  10/01/2024

  This is a response from Century regarding complaint # ID 22320659

  Mr. Piven is correct that Century successfully negotiated a favorable settlement with one of his enrolled creditors, One Main Financial. The current balance at the time of the settlement was $12,876.85 and we were able to negotiate a 50% settlement for $6,349.00. Mr. Piven approved those settlement terms via text message on 07/11/2024. Century does not earn a settlement fee until we do the work for our clients. This is how we show our value. When we successfully negotiate a settlement on our clients’ behalf, they accept the settlement and a first payment is initiated to the creditor, only then have we earned the right to collect the full settlement fee. The settlement fees are outlined in the client’s Debt Settlement Agreement (contract) on Page 3, Section 5 titled “Fees”. Settlement fees are based on the client’s enrolled debt balance and never increase.  Per the terms above, Century’s fees are earned & eligible to be collected in full.  However, Century sometimes voluntarily agrees to collect our earned settlement fees over several months, in an effort to help a client take advantage of a settlement opportunity. Such was the case with the fee collection on the above mentioned One Main account.

  In his complaint, Mr. Piven states that Century violated the terms of his agreement.  This information is inaccurate. Mr. Piven called Century on August 5th, 2024 and requested to cancel.  Additionally, he sent that request in writing, as well. As a result of that interaction, Century processed the cancellation on his program.  When a client is in an active structured settlement at the time of cancellation, we email them notification alerting them that we have stopped all payments scheduled on any active settlements and encourage the client to contact their creditor directly.  This email was sent to Mr. Piven on 8/6/2024.  The 3rd party bank, Crossroads Financial Technologies (CFT) is also notified upon cancellation so they can close their special purpose account and return any funds, less earned fees, back to the client.  Century has a right to collect on any earned settlement fees at the time of cancellation. This information can be located in the contract on Page 4, Section 6 titled, “Withdrawal from the Program; Termination of this Agreement” which reads, “Our right to collect settlement fees that are earned but remain unpaid, in whole or in part, for any reason will survive any termination of this Agreement and we have the right to pursue collection of our fees prior to and after termination or completion of your debt settlement program.”  In addition, Mr. Piven was sent a Cancellation Confirmation email dated 8/6/2024 discussing the fees & information regarding settlements. 
  

  Upon receipt of the notices of cancellation, Mr. Piven contacted Century & stated he did not wish to be cancelled.  Century prepared the reinstatement documents required to reopen both his CFT account and Century file. He executed the required documents needed and his program was activated again as of 08/15/2024. The contractual monthly deposit of $643.86 scheduled for 09/01/2024 was returned from his bank as a Stop Payment on 9/6/2024. Due to the returned deposit, there were no funds available in his special purpose account with CFT for Century to initiate the necessary payment to One Main Financial & attempt to re-establish the previous negotiated structured settlement agreement.  Century began reaching out via phone, email & text to discuss this with Mr. Piven. 

  Mr. Piven indicates that Century is not returning his written communication.  We believe the gap in understanding is that he was calling into the call center and actively speaking with representatives & often on the same days we were receiving written communication.  He has since been assigned a Customer Advocate that has been working directly with him to resolve the outstanding concerns surrounding his active program and previous settlement with One Main Financial.
  

  Century has been in contact with One Main Financial and they are willing to honor the previous structured settlement terms.  As of today, the settlement is active and current with the next payment due in October.  Century has been attempting to reach Mr. Piven to review the settlement terms and ensure he has removed the Stop Payment request from his financial institution so there are no delays in the October payment to One Main Financial. 
  

  We look forward to speaking with Mr. Piven & continuing to support his debt relief goals. Mr. Piven has explained that English is a second language & prefers most communication to be in writing. Some clients elect to add an “authorized speaker” that can assist the client during live interactions should they want or need language translation.  Often having an open and fluid live-dialogue where questions & answers can occur in real time can be very beneficial and helpful to the client. Especially when working through resolutions. If Mr. Piven would like to designate an authorized speaker on his account, Century will assist gathering his authorization  updating his file. 

  Customer response

  10/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22320659, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  They provided you with information that is not true.
  All their actions and responses to requests are manipulation of facts and misleading. The most important thing is that their information that the contract with One Mine was restored is not true: I called the One Mine service department and on my personal One Mine portal no one confirmed that I have any debt settlement. They started communicating with me only after the complaint that I filed with you, I sent them all the circumstances of my complaint and I will attach this letter below. I stopped payments after 2 weeks of trying to contact them and settle the issue with One Mine (they did not respond to my requests) Their commission is not their good will, but these are the agreed amounts and the payment procedure for these amounts, which they violated without agreeing with me (first I agreed, and then they themselves made changes); After restoring the contract, they restored only their commission, but they did not restore the agreement itself and refused to do anything until I pay them for an agreement that does not exist. They made random changes to my payments and withdrew all the money from my account.
  
  Regards,
  
  Kostiantyn Piven

  

  Business response

  10/07/2024

  Mr. Piven has previously indicated to Century that he prefers communication in writing, as English is not his first language.  We've been communicating the updates regarding the One Main Financial settlement to him via his personal @gmail address that he provided to Century. We encourage him to please review the recent communication sent, as it provides the details and the proof that the One Main settlement is active and on track.  There are time sensitive next steps that Mr. Piven must take in order to keep this settlement from breaking again. If he elects to work directly with One Main, we need to provide him with very specific instructions as the general customer service line he is using to reach One Main is not the correct department handling his structured settlement terms.  

  Century absolutely worked with One Main Financial to reestablish the negotiated settlement.  In order for the previous negotiated structured terms to be honored, One Main required that the missed August ($268) and September ($268) payments be made immediately. A payment of $536.00 was initiated to One Main, by Century, on 9/30/2024.
  

  Mr. Piven states that Century restored his contract only to restore "commissions".  That information is false.  Century only earns the contractual fee ones a settlement is negotiated, the client authorizes the settlement and a first payment is initiated to the creditor. Those conditions were met in July 2024.  While the full $3,151.98 fee was earned, Century agreed to collect it over several months which would allow Mr. Piven to make monthly deposits into his program for the payment to One Main and Century’s earned fee collection. By August 2024, Century had only collected $989.87 of the $3,151.98 due.
  

  In order to assist with reestablishing the One Main settlement, Century reversed the 8/6/2024 collected fee of $643.86. This was completed on 9/30/2024.  Those funds were put info Mr. Piven’s special purpose account with CFT to allow for the 2 missed payments totaling $536.00 to be initiated to One Main last week. 
  Mr. Piven has access to see this proof directly from his special purpose account with Cross Roads Financial Technologies (CFT). A snip-it from his CFT ledger is supplied as documentation proof. Mr. Piven can also contract CFT directly to verify this information. 

  At this time, the One Main structured settlement is active and current.  The Oct payment to One Main of $268.00 is due by October 29th, 2024.  There are not enough funds in Mr. Piven's special purpose CFT account for Century to initiate this payment.  In order for this settlement to not break again, Mr. Piven must either remove the stop pay and deposit into his program or work with us to take over the One Main settlement directly.  As this is time sensitive, it is imperative that we review this information with him as soon as possible.

  Century has provided proof & documentation to show Mr. Piven that we are his partner on this debt relief journey.  We want to assist him in accomplishing his goals.  If Mr. Piven has a close family member or friend that can assist with verbal English translation, we would welcome the opportunity to communicate in an open verbal dialogue as well. 

  Customer response

  10/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22320659, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I want to confirm the following once again: As of today, no one has made a payment on my One Main loan. Below are images from the Experian report for September 5, 2024 and October 3, 2024. They indicate that no payments have been made in the last 150 days and the amount of my debt has only increased from September 5 to October 3, 2024. This information is confirmed by a One Main representative, with whom I spoke again today, October 7, 2024, at 833-390-2034 and on my personal One Main page https://www.onemainfinancial.com/accounts.
  
  Regards,
  
  Kostiantyn Piven

  

  Business response

  10/09/2024

  Mr. Piven is in an active structured settlement agreement with One Main Financial. The settlement letter from One Main Financial is attached to this response as documentation of the written terms of which Mr. Piven authorized. The terms of that agreement state that Mr. Piven will pay One Main Financial $268.00 a month starting July 2024 and monthly for 23 months. A final payment of $275.00 is due in June 2026.

  How One Main Financial reports the payments on the debt and when they will update the reporting to the credit bureaus is stated on the settlement letter they issued to Mr. Piven. They specifically state, "Monthly billing statements will not reflect settlement arrangements".  In the section titled Here is what to expect after your account is settled they state, "Your account will be reported to the credit reporting agencies as "paid in full for less than the full balance owed." It may take the credit reporting agencies 30 to 60 days to update your credit report.".

  Mr. Piven is not going to see his active settlement payments reflected by going to the credit bureaus.  This is not due to Century Support Services policy.  This is the collection workflow policy of One Main Financial.

  Century has provided the settlement letter and the banking ledger as proof of payment directly from Cross Roads Financial Technologies (CFT). The settlement is ACTIVE and CURRENT. Mr. Piven can contact One Main Financial directly to their specific Debt Settlement number to confirm that Century Support Services is in an active settlement with his One Main Financial account ending in 5575.  He needs to call 844-739-0719 and not the generic customer service number. 

  In order to keep this settlement on track and avoid the risk of going null & void again, Mr. Piven needs to deposit into this debt settlement special purpose account with CFT OR agree to take over the settlement payments directly to One Main.  Century has emailed all of this information to Mr. Piven as he requested to receive communication in writing.  

  If there is someone that can assist Mr. Piven with English translation on a verbal call, we would love the opportunity to have this discussion verbally so we can answer all questions and help him better understand the settlement process. 

  Customer response

  10/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22320659, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The issue of confirming the concluded settlement has been pending for a long time. Previously, you terminated the settlement with me when I, among other things,  asked to confirm and explain the agreement with One Main. Now you have provided an alleged letter from One Main about the settlement, which has been in the documents section on your website since July 26, 2024 and, judging by the date of uploading to your website, is not confirmation that the settlement has been restored. In addition, this letter is addressed to me, but I did not receive it and it has neither a date, nor a number, nor a signature and indication of the person who drew it up. Having contacted by the phone number indicated in this letter, One Main representatives were unable to confirm either this letter or any settlement with them on my behalf. Thus, everything remains in place: there is no confirmation of the settlement and you are only playing with old facts, trying to confirm new realities with them.
  
  Regards,
  
  Kostiantyn Piven

• Initial Complaint

  09/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company made contact with my creditor and told them I had enrolled in their program after I told them I did not want to proceed. *************** closed my account, removed my access and sent me a letter that I had entered a debt settlement program. I have tried reaching out to Century and I have gotten no response. ****** ***** was the *** that I was speaking to. If thats his real name.

  

  Business response

  09/25/2024

  This is a response from Century Support Services to Complaint #********
  
  After reviewing the concerns listed in the complaint,Century was able to contact Ms. **************** telephone. We appreciate ********** giving us the opportunity to speak with her regarding her complaint.
  
  As reviewed with Mr. ******** she electronically executed her Century Debt Settlement Agreement on Friday, July 26, 2024. At the time Century received her request to cancel, she was an actively enrolled client in our database.Century has over 20 years of experience in the debt settlement industry with proven strategies on the best timing for contact with the creditors. Based on the review of Ms. ******** enrolled creditors, a Letter of Authorization to Communicate was sent on two accounts in which we felt negotiation efforts should begin.
  ********** requested to cancel on July 30, 2024. Our primary objective when any client is requesting to cancel is to understand the root cause of this request,review any challenges they may be facing & provide the necessary support to help them achieve their financial objectives.

  After speaking with her via telephone, her Advocate processed her file for cancellation on July 30th,2024. Every creditor employs their own policy regarding collection of debt. We regret if Ms. ******** creditor elected to take the action of closing one of her accounts upon the receipt of the Letter of Authorization to Communicate. This action is out of Centurys control and was done based on service actions that were dated before her request to cancel. Century has since submitted a request for revocation of the Letter of Authorization to Communicate to each creditor for which it was sent. We provided a copy to Ms. ******** for her records.
  

  Typically, going to work immediately is welcomed as a great value for a client. In this case, the timing of our service actions & the clients request to cancel occurred in a short window & created some misalignment. We regret that Ms. ******* decided to pursue a different route for debt relief and wish her the best of luck. 

• Initial Complaint

  09/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The Credit Solution Service company named Century Support services at 2000 Commerce Loop #2111, North Huntingdon, PA 15642 Collected a total of $985 debited from my account to pay a debt to Abound Credit Union and never paid the original debitor at Abound Credit Union , the closed account is still reporting to my credit profile despite payments being made to the credit solution company.

  

  Business response

  09/16/2024

  This is a response from Century Support Services to Complain* *********
  
  Our Customer Advocate Manager has made attempts to reach *** *******  via phone and email with hopes to address the concerns mentioned in his complaint. *** ******* has not yet responded to our communications.
  
  *** ******* is correct that Century negotiated a favorable settlement resolution with his creditor, Abound Credit Union. The settlement was achieved in August 2022. As *** ******* did not have sufficient funds to pay the agreement in a lump sum, Century was able to obtain a structured payment agreement to resolve the settlement over 12 months. *** ******* requested to cancel from his Century program in January 2023.  At that time, there was a total balance left on the Abound Credit Union structured settlement of $987.00. Century initiated a final payment to Abound Credit Union in the amount of $987.00 on January 19th, 2023 to satisfy the payment terms in full prior to cancelling the remainder of *** *******’s debt relief program.  The payment was initiated from the funds that *** ******* had saved in his dedicated special purpose account with Cross Roads Financial Technologies (CFT).
  
  Our records indicate that Abound Credit Union cashed all checks paid towards this structured settlement. In January 2024, Century provided *** ******* with the copies of Abound’s cashed payments, as proof of payments for his records.  Upon receipt of this complaint, Century reached out directly to Abound Credit Union regarding this settlement. We requested that a Satisfaction Letter be sent to the client as proof that his obligation to this debt was satisfied back in January 2023. Abound confirmed that there was an error in their system that caused the balance to not be updated. They confirmed they are working to update their records and will provide a Satisfaction Letter to *** ********
  
  Century is not a credit repair company & we are not licensed to provide credit repair services. We cannot control how an individual creditor will report on the debt obligations & resolutions to the credit bureaus.  We regret *** ******* experienced this reporting error with his creditor & have worked diligently with him over this past year providing documentation proof showing *** ******* that Century was successful in resolving this account on his behalf.  In early 2024, Century provided him with a copy of Abound Credit Union’s written settlement agreement along with proof of the cashed payments for the structured settlement.
  
  We encourage *** ******* to return our attempts to connect with him so we can further explain the steps we continue to take to resolve his concern with this creditor. 

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi there! I’ve been working with Century Debt Settlement - started off great, but now they are holding funds (the full payoff amount) and not paying my creditor They have POA so I am unable to do anything and despite repeated calls and requests I unable to speak with the negotiator handling my account. Furthermore, today they debited my account in error for additional funds. They have had the full amount and are not paying my creditor. I am a 40 year old HR professional and am appalled at this. I was even sued by the creditor for nonpayment and only then did they decide to take any action on this account whatsoever. I have repeatedly had to call to get any communication and at this time am very concerned that the final amount (again, funds they have withdrawn but then not used to pay the creditor) will not be paid. I need some help, please! I just need them to please process the final payment and confirm there are no other deductions pending, and I would like this in writing. I think I was just assigned a negotiator who is not doing their job.

  

  Business response

  09/12/2024

  This is a response from Century Support Services to ********* *********
  
  *** ******* *s working directly with Century’s Customer Advocate team to further review her account & experience so we can resolve the concerns mentioned in her review.
  
  *** ******* enrolled in a Century Support Services debt settlement program on 12/18/2022. Prior to enrolling into this program,  *** ******* was presented with her Debt Settlement Agreement (Contract)  which outlined her program and associated costs in detail.  Per her contract, she enrolled 3 debts having aggregate balances, as of the date of enrollment, totaling $8,795.00.  Based on her financial ability, a monthly program deposit of $209.13 was established and a program length of 34 months was estimated *** ******* did increase her monthly program deposit to $250.00 starting in November 2023, in order to accept a settlement offer on one of her enrolled accounts.
  
  *** ******* established a dedicated special purpose account with the third-party payment processor, Crossroads Financial Technologies (CFT). The special purpose settlement account is an account into which all scheduled program deposits are sent and from which any settlements negotiated by Century on the client’s behalf and with the client’s authorization, are paid
  
  While our team is working to connect directly with *** *******, Century would like to address the concerns mentioned in her complaint. On August 20, 2024, *** ******* connected with a member of our Customer Service Team via telephone to review a settlement offer on her final account with Discover Bank.  The total funds needed for payment to Discover Bank plus Century’s earned settlement fee was $3,677.50. At the time of that review, the balance in her CFT account was $789.15. It was reviewed with *** ******* that additional funds in the amount of $2,888.35 would be needed to accept the settlement offer and complete her Century Program. She successfully deposit the $2,888.35 to complete this action.
  Discover Bank structured the settlement to be paid over 3 months as opposed to a lump sum. Therefore, Century did initiate a first payment on August 29, 2024 and collected our contractual earned settlement fee.  This transaction left a remaining CFT balance of $1,877.00.  It is not Century’s typical practice to stop a client’s program deposits manually unless specifically requested. Once all payments are submitted to a creditor and all fees are collected, the program is considered completed and finalized.  At that time, all future deposits are systematically stopped and any excess funds remaining in the clients CFT account are returned to the client’s bank account on file. The fees for the program are known and agreed to upfront before the contract is executed.  Century in no way benefits from a client depositing excess funds, as those funds are always returned to the client.
  
  Because the deposits were still active, *** ******* did have a program deposit scheduled on 09/05/2024. Those funds, assuming they cleared, would have been returned to her as it was in excess of the funds needed to resolve the existing structured settlement. *** ******* called Century on 09/04/2024 regarding why her deposit was pending for the following day.  At that point, it was too late for Century to be able to initiate a skip with CFT. Century requires a three-business days advance notice to modify a client’s program deposit as Century does not own or control the CFT special purpose account. In order to resolve the issue with *** ******* that day, the CS representative, initiated a refund from the her CFT reserve balance in the amount of $250.00 instead of allowing the pending deposit to clear and then be returned to her.  By doing this, the CS rep created a shortfall in the reserve balance that was needed in order to satisfy the remaining $1,877.00 due on the Discover Bank settlement.
  
  The timing of the settlement payment & the action taken to resolve her recurring deposit concern caused a timing gap in process that we regret. After a very successful program, it is not our intention to have *** *******’s completion be a less than satisfactory experience.   We can confirm that the final payment amount needed to satisfy the structured Discover Bank settlement in the amount of $1,877.00 was issued as of 09/06/2024. Once the creditor cashes the payment, *** *******’s program will be completed and all remaining funds in her dedicated account will be returned to her.
  
  Century does not claim to prevent a creditor from escalated attempts.  However, if a creditor takes legal action against a client, Century still attempts to work with the law firm to establish a favorable settlement, for the client. *** ******* mentions that Century only took action on her account after she was sued for nonpayment. That information is inaccurate. At the time *** *******’s creditor decided to escalate their collection efforts and file suit against her for the debt, she was in an active structured settlement on one of her other enrolled debt accounts. The full amount of her monthly deposit was being applied toward that structured settlement; therefore, there were no other funds available in her CFT reserve account to begin active negotiations leading up to that collection attempt.
  
  We appreciate the opportunity to have assisted *** ******* on this debt relief journey & look forward with connecting with her to review the above. 

• Initial Complaint

  08/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  8/27/24 Awful experience. They told me they would close my small accounts first but instead went for my largest loan only. I contacted Century to adjust my payment schedule for the 4th time. It was incorrectly done when I stated semi-monthly the rep had it pulled bi-weekly. The agent told me I could adjust my pay schedule to split payments but I would be behind on one or more payments later in the year. To offset this and ensure I would not fall too far behind my monthly fee was increased by $70. She stated at any time the creditor can cancel my settlement if I fall too far behind. She also said, I knew If I missed a payment the agreement would go null and void. I said I didn't want to do that if it canceled the settlement. She told me not to worry about it. 8/28/24: I got an email that my settlement was canceled by my creditor and I now owed Century $2400 for their fees. I called the creditor One Main Financial, and they stated I was making on-time payments, but oneMain did not cancel my settlement. I called Century back to cancel the program, they told me they were sending me to collections. I informed them that Century lied to me to get more money monthly and stated they had to renegotiate a new settlement. I am now paying the creditor directly. I told Century that I paid them their monthly fees and I am no longer a client. Since they lied about the cancelation I do not want to pay for the remaining fees when they did not work to settle my accounts in full. They did not do a fair debt settlement and lied to have me pay more money.

  

  Business response

  09/07/2024

  This is a response from Century Support Services to ********* *********
  
  *** ********** is working directly with Century’s Advocate Manager to further review her account & experience so we can resolve the concerns mentioned in her review.
  
  *** ********** enrolled in a Century debt settlement program on 04/22/2024.  Per her executed Debt Settlement Agreement (contract), she enrolled 6 debts having aggregate balances, as of the date of enrollment, totaling $36,405.00.  Based on her financial ability, a program deposit of $304.56 on a bi weekly basis was established and a program length of 48 months was estimated. *** ********** established a dedicated special purpose account with the third-party payment processor, Crossroads Financial Technologies (CFT). The special purpose settlement account is an account into which all scheduled program deposits are sent and from which any settlements negotiated by Century on the client’s behalf and with the client’s authorization, are paid.
  
  During the enrollment process, clients are offered multiple deposit schedule options. Typically a client will select a schedule that aligns with their income pay schedule to ensure they have available funds.  *** ********** signed a banking agreement with CFT selecting a bi-weekly deposit schedule & Century performed services based on that authorization. We regret if there was a communication gap that occurred with *** ********** and our team regarding her program deposit schedule.
  
  When *** ********** enrolled into her program, a customized plan was created for her that would help her achieve her debt relief goals over an estimated program length of 48 months. Settlements can happen at various times and will depend on several factors, including the monthly deposit amount, the number of creditors enrolled on the program, and the balance of each individual account. It has been our experience that reaching out to creditors prior to being able to negotiate can have a negative impact and could potentially expedite a creditor’s collection practices.  Century's settlement strategy is outlined in *** ************ Debt Settlement Agreement.
  
  Century achieved a favorable settlement on *** ************ second largest enrolled debt. We successfully negotiated a 50% settlement at just 3 weeks into her program which provided her a realized savings of $3,180.00.  **** ********** mentions negotiating on smaller accounts; however, achieving a 50% settlement on a $13K account, maximized her savings.  In order for *** ********** to take advantage of that offer, at only 3 weeks into her program, Century negotiated this settlement into structured terms over 24 payments and structured the collection on our earned settlement fee into 11 payments. 
  *** ********** requested to make a change to her program deposit schedule when she was actively in this structured settlement with One Main Financial. Modifying a program deposit while in a settlement can potentially cause the settlement to become null and void if there are not enough funds in the CFT special purpose account to initiate the payment to the creditor & collect any applicable earned settlement fee. In the event this occurs & a payment is not initiated to the creditor, the creditor will assume the settlement agreement is broken and any payments that have been initiated to them towards the settlement will be applied to the account's balance (in full).
  
  *** ********** is correct that missing a scheduled deposit will put the settlement at risk.  This information is presented to each client inside the contract and then each time we review a settlement opportunity. We emailed *** ********** on 5/9/2024 the details of the settlement offer, payment and fee structure. The email points out the importance of not altering the deposit schedule and is highlighted in bold and blue:
  “By my approval, I agree to accept the terms of the settlement as described and authorize CrossRoadsFinancialTechnologies (CFT) to make payments in accordance with the payment schedule. Missing or modifying any program deposits during the settlement may cause the settlements to fail.”
  Our goal is to help a client stay the course on their program and schedule and we regret if this is a gap in communication with us & Ms. communicated.
  
  Century strives to deliver an excellent customer experience to every client & being transparent with all policies and workflows is part of our #DoWhatisRight core value. We proved the value of this program less than 1 month into *** ************ enrollment & absolutely want the opportunity to work toward a resolution to help *** ********** complete her debt relief goals.   We look forward to our scheduled phone call with her on Sept. 9th, 2024. 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The explanation of the agreement was different between the agreement I sign I signed agreement after that I read it OK I see that’s way different. That’s not the explanation it was before the agreement so I called them right away and I emailed them to cancel my account they don’t wanna cancel, and they never answer my

  

  Business response

  08/27/2024

  This is a response from Century Support Services to ********* * ********
  
  Our Customer Advocate Manager connected with *** ***** via telephone regarding the concern mentioned in his complaint. After a detailed explanation of the services that Century provides & a review of our Debt Settlement Agreement (contact), *** ***** felt that debt settlement was not the best debt relief option for him to pursue and we were able to successfully cancel his program, as requested. We regret if there was a gap in communication between *** ***** and his Certified Debt Specialist. A client has the right to cancel their program at any time, as outlined in their contract. At the time of cancellation, *** ***** had not yet engaged his contract with a program deposit so there are no funds in his special purpose account to return. 
  
  We appreciate *** ***** taking the time to speak with us and wish him the best in his future endeavors. 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for debt relief and the same day realized this was not the correct option for me. I immediately called them and sent a signed notice of termination. The have contacted my creditors even after I confirmed they received the notice of termination. I have called them multiple times demanding that my termination be processed and all authorizations to be revoked and they have still not done this. This is now causing me emotional distress.

  

  Business response

  08/13/2024

  This is Century's response to complaint #22128744.
  We appreciate *** ******** taking the time to speak to our Senior Customer Advocate, Jennifer, yesterday.  We regret that the timing of her request to cancel her new program caused her frustration. *** ******** file was underwritten and processed within hours of her executing the Debt Settlement Agreement which kicked off the ‘Welcome to Century’ email and program guide. 
  
  When *** ******* called in to customer service on 8/9/24, our team was seeking to gain a better understanding regarding what had changed since enrolling into her program the day before. They wanted her to speak with a member of our Advocate team & set an appointment ticket for that interaction to occur. *** ******** hired Century to assist her with debt relief, as the steps she had taken had not proven successful. We always want to ensure that a client has a full understanding of their program and how this option aligns with the debt relief goals they present to us during enrollment.  In addition, we want to ensure they are set up for success when they exit the program. *** ******** program deposit was not set to process until 8/23/2024, so no funds were deposited into her special purpose account.  
  
  We wish her the best in her future endeavors.

  Customer response

  08/14/2024

  [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

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've been with this debt settlement for approximately 2 years. I've made every payment in good faith never missing or being late during this time. An opportunity came to settle all debt and pay off century with a company named Loanocity. All debt was settled and loanosity paid century in full. I had approximately $1500 left in my account. I was told by century support team that I'd be receiving the$1500 in 7 to 10 days. I have not received my money yet. I spoke to a senior leader for century and she stated I was not getting it. I'm absolutely disgusted with this company. I demand that I get the $1500 that's owed to me asap.

  

  Business response

  08/04/2024

  This is a response from Century Support Services to ********* *********
  
  Our Customer Advocate Manager has been in communication with *** ****** regarding the concern mentioned in his complaint.
  
  *** ****** enrolled in a Century Legal Group debt settlement program on 01/03/2022.  Per his executed Client Retainer Agreement (contract), he enrolled 11 debts having aggregate balances, as of the date of enrollment, totaling $30,174.00.  Based on his financial ability, a monthly program deposit of $518.51 was established and a program length of 48 months was estimated. *** ****** did remove one of his enrolled accounts in February 2023, leaving a total of 10 enrolled accounts.
  
  *** ****** is 30 months into his estimated 48-month program. He is correct that he has been consistent with depositing into his settlement reserve account (special purpose account). With those funds, Century successfully negotiated favorable settlements on 5 of the enrolled debts. *** ****** was recently approved for a program acceleration loan with a lender, Loanosity & deposited those funds into his special purpose account. This allowed Century to expedite negotiation efforts and we were able to negotiate and obtain favorable settlements on his 5 remaining enrolled debts plus initiate payoffs on 2 active structured settlements. To date, 4 of the 5 accounts have been paid as agreed with 1 account is “pending settlement”.  Century is still waiting to receive the settlement offer in writing from Makwa Finance account ending in 4667. We typically do not initiate payment on a settlement until we receive the written offer from the creditor, as this ensures we have proof that the creditor is accepting the settlement. The settlement letter is a layer of protection for the client. Should the creditor ever attempt to collect on this debt, that letter along with the proof of payments shows the client’s obligation has been satisfied
  
  In early July, *** ****** called to speak to our customer service team about his upcoming completion from the program. The payoff needed for his program took into consideration the amount *** ****** was depositing from his loan plus the balance in his special purpose account. When our representative reviewed this information with *** ******, he did not fully read the notes to see that those special purpose reserve funds were allocated to address the final account settlement with Makwa Finance and indicated that upon completion of the program, the client would receive a refund of any funds remaining in his special purpose account.  We regret the gap in communication and have coached the representative on the gap in his training.
  
  Our Senior Customer Advocate Manager explained to *** ****** that the remaining $1,508.04 balance in his reserve account are the funds allocated to satisfy the negotiated settlement agreement for Makwa Finance, for which *** ****** has already authorized and they are expecting the payment. Century has provided *** ****** with a full account detail showing all deposited funds & the allocation of all disbursements. If Century were to refund the balance in *** ******** reserve account, there would not be funds to satisfy the settlement agreement with Makwa Finance & they could escalate their collection workflow.
  
  We encourage *** ****** to continue his communication with our Advocate Manager, as we are working to finalize his program. 

  Customer response

  08/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I was told by more than 1 employee that I had extra money after all accounts were settled. I demand that my money be credited to my account. The numbers in the response by century are not accurate. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I enrolled in a debt settlement program for the main reason of settling 2 large loans. The length of the program was supposed to be two years (I believe it's exceeded that). They negotiated one loan but haven't even contacted the other large loan. I pay over $700 a month for their services and all it has done for me is damage my credit. Their bright financial advise was to stop paying my debts so they could settle with them. I was paying all my minimums and my credit was over 700, following their advise caused missed payments on my credit (that will haunt me for 7 years) and my credit to plummet to about 480. If your credit is going to suffer for 7 years anyway, you are better off filing bankruptcy and saving a fortune than dealing with these clowns.

  

  Business response

  07/25/2024

  This is a response from Century Support Services to Complaint *********
  
  
  Our Senior Customer Advocate Manager has not been successful in her multiple attempts to reach *** ***** via phone or email with hopes to address the concerns mentioned in his complaint. While we continue our attempts to reach him, there are a few claims *** ***** makes that Century would like to address.
  
  In his complaint, *** ***** states that he was supposed to be enrolled for 2 years and he feels he has exceeded that time. That statement is incorrect. To date, *** ***** is currently 14 months into his estimated 48-month program. He enrolled in a Century Legal Group debt settlement program on 05/04/2023.  Per his executed Client Retainer Agreement (contract), he enrolled 9 debts having aggregate balances, as of the date of enrollment, totaling $41,830.00.  Based on his financial ability, a bi-weekly program deposit of $355.18 was established and a program length of 48 months was estimated.
  
  *** ***** claims that at the time of his enrollment, his credit score was over 700. According to our records, that is not accurate. At the time of enrollment, *** ***** authorized his Certified Debt Specialist to complete a soft pull of his credit which provides his current score and a list of all debt accounts. That credit pull shows *** ***** had a credit score of 595. The primary goal of this debt settlement program is to negotiate settlement agreements for less than full balances so the client can achieve a favorable resolution on the account and work toward achieving better financial health. With this program, the client is reducing the debt balances in a very strategic timeframe; however, in a program where debt settlement and negotiation are the basis of resolving your unsecured debt, successful programs will need the accounts to become past due. Most clients that are entering our program are already struggling to keep up with their debt-to-income ratio. Their monthly debts, high interest rates, late fees, etc are keeping them from getting ahead.  Our goal is to focus on negotiating new deals with the creditors for less than the balance the client currently owes.  Once this is accomplished, the client is then in a better position to begin to focus on rebuilding their purchasing power.
  
  Century was able to successfully negotiate a favorable settlement on *** *****’ second largest enrolled debt account within his first month of being enrolled on the program which provided him with a realized savings of $2,600.00.  To date, Century has successfully negotiated settlements on 3 of *** *****' enrolled accounts with a total realized savings of $3,300.00. At 14 months into a 48-month program, the program is on track with successful outcomes to celebrate.
  
  Settlements can happen at various times and will depend on several factors, including your monthly deposit amount, the number of creditors you have enrolled, and the balance of each individual account. It has been our experience that reaching out to creditors prior to being able to negotiate can have a negative impact and actually expedite the collection practices. Century's settlement strategy was made clear in *** *****’ Client Retainer Agreement.
  5. Settlement of Client’s Debts – Timing and Amount of Settlement Offers. If you authorize Firm to perform debt settlement services, Firm begins contacting Your Creditors as soon as We determine that a good faith offer to settle a given debt, whether on a lump-sum or installment basis, may be accepted, with such determinations dependent upon factors such as the Creditor’s settlement policies, the amount and the rate of funds accumulating in the Special Purpose Account, the size of each debt and how close a debt may be to charge-off. Some Creditors prefer that they not be contacted until You have accumulated sufficient funds in Your Special Purpose Account to allow a negotiated resolution within their historic norms. While settlement guidelines differ widely among creditors, in the Firm’s experience an accumulation of 25% of the then-current balance of a debt will normally enable Us to make a good-faith offer to settle that debt. Further, in the Firm’s experience, it typically takes approximately 45-120 days before reaching the stage at which We can begin reaching out to Your Creditors or collectors and achieve Your first settlement. If You have multiple debts, Firm typically will make a settlement offer to the next Creditor within 3-6 months of the prior debt being settled and after You have saved at least 25% of the debt due to that next Creditor.
  
  We regret that *** ***** is not satisfied with the success of his program. We encourage him to return our calls to further discuss the concerns mentioned in his complaint.

*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. ↩