Consumer complaint received 2018-04-26
Company: GreenPath, Inc.
State: DE
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit repair services
Issue: Problem with customer service

Complaint:
In XX/XX/XXXX I contacted Greenpath about my credit card debt. After listening to their program, I decided to enroll in their program. Their program was to negotiate the interest rates of my cards down allowing them to be paid off quicker. Greenpath would automatically debit my checking account and make the payments to the creditors that they put into their program. This was to help reduce debt, improve credit, and allow more income to go back to the bank instead of to high interest cards.

There was a couple of glitches in the first month which I was expecting during the transition, but throughout the months to continue, I was constantly making calls to see why I was recieving statements that didn't make sense. Greenpath assured me that this was going to be rectified. 
In XX/XX/XXXX, I was debited 3 payments, I called and spoke to their customer service and they said that was a mistake. They gave me the option of paying it towards the cards or refunding it. I opted to have the {$290.00} refunded due to the amount. Then in XX/XX/XXXX I noticed bills still coming in saying " past due '' or " Late ''. I called and the customer service rep said that some info was never received and my payment would need to go up. I gave them permission to increase the auto debit. Now we are 5 months into the program and it still is not working properly. 
On XX/XX/XXXX I called again and spoke to XXXX in their customer service because I recieved a bill from XXXX XXXX stating the bill was {$270.00} past due. I asked her to review my whole account because this had me very worried. I explained to her that I never was late with any of these cards when I started and did not want this to destroy what I was working so hard to do. She came right out and admitted on a recorded line that people at Greenpath has really dropped the ball and coaching was going to be needed to the reps that helped me in the past. She was going to look into everything and put together a plan which needed me again to increase my auto debit, which I authorized again. 
Over the weekend we looked at a home to purchased. The loan officer pulled my credit and informed me that we will not qualify because my credit report shows multiple late and past due payments. My credit score has also dropped over 100 points within the time I started with Greenpath. 
I called on Monday, XX/XX/XXXX and asked for a manager to contact me. After calling back twice, I finally spoke to XXXX XXXX. I told her what I found out and she gathered the info. She told me that there were some issues with proposals being sent, a mix up with accounts and that the credit report can't be fixed but maybe she could write me letter. After she looked into the problems, she then said a increase in my auto debit was going to be needed AGAIN and that the payment that they refunded me in XXXX is what threw everything off. As I explained to her, when I called in XXXX, their rep told me it was a mistake on a recorded line, if they told me the accurate info as she was stating then the refund would have never of happened. She wanted to review the info and call me back. 
I then took it upon myself to call the creditors that reported the derogatory info and asked for a review of the accounts since XX/XX/XXXX when Greenpath took over. Here is what I found : XXXX XXXX XXXX ( last four of the card # XXXX ) - Declined the the original proposal and contacted Greenpath on XX/XX/XXXX. Never heard anything from Greenpath and that my report is showing 2 times 30 days late currently. I had to pay {$43.00} to become current. 
XX/XX/XXXX XXXX XXXX XXXX XXXX # XXXX Never received a proposal. Finally on XX/XX/XXXX XXXX sent a proposal based on all my calls. Never received a payment in XXXX, XXXX, XX/XX/XXXX, or XX/XX/XXXX. Had to pay {$270.00} to become current and stop further proceedings XX/XX/XXXX- XXXX XXXX/ XXXX XXXX- Signed up for the program in XX/XX/XXXX. Missed XX/XX/XXXX payment then paid XX/XX/XXXX payment late which caused the account to report 30 days late and was kicked off the program. 
I finally spoke with XXXX XXXX again and had to pay the refund back to them from XXXX of {$290.00}. So now they have increased my payment numerous times, had me pay a one-time payment of {$290.00}, had to pay the creditors $ XXXX $ XXXX {$33.00} to three accounts that were late. 

XXXX XXXX reached out to me on the XX/XX/XXXX and sent me a letter to give to the mortgage company. She said there was confusion between several account, delays in response time from Greenpath and the creditors, some miscommunication that caused the majority of the issue. Greenp th credited the account for the late fees on the XXXX XXXX account of {$140.00}. She also stated th t they can not reverse the derogatory credit score and it will stay on my credit for 2 years. My kids des rve to be in a school district that gives them the greatest success for life. This situation has caused turmo I in my marriage, anxiety, sleepless nights, and the ultimate issue, not being able to get a mortgage for another 2 years. I appreciate the help as of recent from XXXX XXXX, I believe she truly feels bad, b t that doesn't change the fact of the reality I know have to live with from their mistake and negligence Thank you, XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief