Consumer complaint received 2022-03-08
Company: Top Flight Assistance (Top Flight Credit Assistance)
State: MN
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit repair services
Issue: Fraud or scam

Complaint:
Complaint Dear Consumer Financial Protection Bureau, I am writing this letter regarding a service I received from Top Flight Assistance, I am requesting an immediate refund from this company. I believe this company used a misleading representation of the services, extended credit to me in the form of a company tradeline, charged me money for services that were not fully performed, and attempt to commit deception of their services. It wasnt until I read the Credit Repair Organization Act that, I knew this company used prohibited practices. 

I do not believe this company will reach out again and make this situation right. I honestly feel scammed. Im now looking for any help possible to get my refund. I recently read the Credit Repair Organization Act and Believe this Company violated several CROA public laws. 

During my call on XX/XX/2021, The consultant XXXX used a misleading representation of the services to get me to sign the contract. He charged me to remove accurate verifiable information on my credit report and for a company tradeline with the expectation that my credit score had been improved. He never disclosed the Consumer Credit File Rights Under State and Federal Law. 

The contract should be treated as void because it violates several Consumer Credit File Rights Under State and Federal Laws. 

They were not supposed to provide service until 3 days after the contract was signed. I have a document stating the first round of disputes went out on XX/XX/XXXX. 

While under contract they tried to deceive me with their client portal. It shows deleted accounts but, those things are actually still reporting on my credit report. 

I was never provided with proof of work documentation. They are taking credit for accounts that were removed but, never sharing dispute confirmation numbers or dispute response letters. 











Story of time with Top Flight Assistance I contacted Top Flight Assistance by phone call On XX/XX/2021, I spoke with a consultant named XXXX. He advised me, this is a credit repair company, their job is to review your credit report, look for inaccurate reporting and attack it with disputes. I gave him permission to review my credit report to see if they could help. My credit score was in the low to mid XXXX and I really wanted to improve it before next year. He reviewed my report and informed me he could help. When XXXX reviewed my credit report, he pointed out a few things that he felt were inaccurate. I asked him multiple times during our conversation. What If those accounts are accurate, are you still able to remove them? His response was yes. 

He informed me there is a total of 60 negative items and the total quote was {$2900.00} or if I could pay {$1900.00} today, theyll discount {$1000.00}. I agreed to pay the {$1900.00} for their XXXX XXXX XXXX XXXX package. This was a VIP package that offered a company Tradeline once all my credit was fixed. They really sold me on their ability to remove accurate negative accounts and the tradeline. However before we sign the contract I told him, I must be honest. Im working with a company thats helping me pay off my debt, are you still able to help me? His tone changed ; it was almost like he wanted to say no but didnt. He asked me a few questions about the company. I answered them to the best of my knowledge then, he informed me that he would still be able to help and to cancel my services with them. I signed the contract and canceled my service with freedom debt relief the same day. I had been working with them for 6 months before calling XXXX. 

I followed all the instructions that were asked of me during the setup process. Three months had gone by, and I notice no improvement. They made no attempts to communicate with me until I called and ask for an update. When I got in contact with someone, we reschedule an update call a few days later. On the call, I shared my frustration and concerns about no results. The consultant told me it may take a while to remove these items and that theyll send out another round of dispute letters soon. Thats pretty much how the conversation ended. 

Around the same time as the first update call, I started receiving letters in the mail from some of the creditors whom I stop communicating with about payment options. Some of them stopped and others intensify their demands. In the same time frame, I started receiving court-ordered letters in the mail, informing me that my wages will be garnished. I immediately contacted the law firm XXXX XXXX XXXX XXXX ) who was representing the creditor ( XXXX XXXX XXXX ). I had two collection accounts with this company. The first account ended in XXXX with a balance of {$1100.00} the other ended in XXXX with a balance of {$1700.00}. I paid both accounts in full on XX/XX/2021. XXXX XXXX informed me theyll send out a request for both accounts to be removed from my credit report. 

I was afraid of receiving another garnishment letter, so I paid off the other two creditors who were constantly contacting me by mail and phone. Those accounts were XXXX, and portfolio recovery. Both accounts were paid in full IRET on XX/XX/2021 and portfolio on XX/XX/2021. I was informed by both, theyll send out a request for these accounts to be removed from all three credit bureaus. 

I had become more frustrated with this company after two more months. They couldnt remove anything and everything that had been deleted was because I paid the accounts in full. I contacted them again and they gave me the same strip as last time. To just be patient and theyll send out another round of letters. I asked them, how do I go about getting a refund. They informed me Id need to wait 365 days and that was the end of this conversation. 

I reached out multiple times asking for an update and refund between XXXX and XX/XX/2021, because there was still no proof of work on their end. I was told the same thing. At that point, I completely lost hope in this company. I then decided to wait until it was time for my refund. 

It was getting closer to the one year mark and still, nothing was removed but, the accounts that were paid. I contacted Top flight assistance again in XXXX to just request a refund, I was no longer interested in an update. I had been monitoring my own credit and knew nothing had changed. I explained my story to one of their consultants and she informed me that XXXX, shouldve never offered me service after I told him my debts were validated. She then informed me that XXXX notate in their system that Im requesting a refund. This really was really upsetting. I believe he know he couldnt help me out but still wanted my money. 

I was finally able to get ahold of someone almost a month later after several attempts. They assigned a manager to my case and he was supposed to help me get the best refund. I explained my situation to him as well and he informed me that XXXX investigate everything and offer the most ideal refund. He didnt reach out until two weeks later and it was from his personal cell phone. 


In this phone conversation, he informed me XXXX does not work for them anymore but, he didnt say anything misleading during our conversation. He then proceeded to explain the reason for each deleted item on my credit repair. He informed me that they were able to successfully dispute 5 of the 12 items that were removed. Those accounts were both XXXX XXXX, XXXX, XXXX, and XXXX. I then informed him those accounts were removed because I paid those balances in full. He then asked me to provide documentation from the creditors stating they would remove the account after the payment. I said okay but, dont you guys have the dispute response on your end. He said yes but, never offered to give me a copy. I was told before the phone call ended the most theyll be able to refund was {$400.00} and a company tradeline. 

In a week I was able to gather enough information from the creditors, Credit bureaus and previous credit reports. All this information proves this company wasnt able to remove anything from my credit report. I then sent them all the information I had on my end, with a document stating the actual reason for removal based on the information gathered. I havent heard from them since. 

I do not believe this company will reach out again and I honestly feel scammed. Im now looking for any help possible to get my refund. I recently read the Credit Repair Organization Act and Believe this Company violated several CROA public laws.

Company response to consumer: Untimely response