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Why can't I log in?

It could mean that either your user name and password combination does not match what we have on file, or the user name is not found.

1. If you are a new user and have not created a user name and password yet, click on the New User link at the top of any page on the site, or click Create a User Log-In on the Member Log-In page, and complete the form. We'll ask you to choose a user name and a password and enter your e-mail address.
2. If you can't remember your user name, click Forgot your user name? on the Member Log-In page to have it e-mailed to you.
3. If you can't remember your password, then click Forgot your password? on the Member Log-In page to have it reset. If none of these options work for you, please call us, e-mail us, or have us call you.

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Can I increase my monthly Plan payment amount?

Absolutely. If you are currently enrolled in a Debt Management Plan, which is different than the Settlement Plan, you can increase your payment by logging in to My CareOne and visiting the My Program section. Select Increase My Payments, under My Payments on the left of the screen. Remember, changes to your payment amount must take place at least three business days prior to your monthly due date. If you have increased your monthly payment amount and you want to change it back to the original amount, contact us by e-mail, call us, or have us call you.

If you are enrolled in the Settlement Plan, you can increase your monthly Plan payment amount by calling 1-800-CARE-123 (1-800-227-3123).

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Why have my creditors stopped my Debt Management Plan benefits?

Your creditors might stop applying benefits due to some of the following reasons:

1. Skipping Payments:
Skipping a payment could affect benefits with your creditors since they expect to receive payments every 30 days. When you skip a payment, creditors are within their rights to charge late fees and higher interest rates, especially if you do not make up that payment. If you lost benefits due to missed payments, we will encourage you to contact us to make up the missed payment and then we can send a new proposal to the creditor.

2. Paying outside of the program:
You can lose your program benefits if you send payments to your creditors outside the program. Please avoid sending payments directly to your creditors. Contact us if you need to make extra payment and we can increase your next payment amount.

3. Opening new credit accounts:
By opening any new accounts after joining the program, you could risk your benefits. Please contact us if you are not receiving benefits, but you have not missed any payments and have made more than three consistent payments on the program. A CareOne representative will contact your creditor concerning your benefits, then we will contact you once there has been a resolution.

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Why are my creditors still calling?

If you are enrolled in the Debt Management Plan, proposals are sent to the creditors you included in the Plan. If your account was delinquent when you started the Plan, you may continue receiving collection calls until you have made consistent payments for a minimum of three months. After three consecutive monthly payments, creditors who have accepted our proposals will then extend benefits and collection calls should stop. If you continue to receive collection calls from those creditors after making three consistent payments on the Plan, please have your creditors call us to verify your enrollment.

If you are enrolled in the Settlement Plan, collection activity is likely to continue and even increase until settlements occur with your creditors. Please refer to your enrollment packet for information and guidance on how to effectively deal with this collection activity.

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I made my first payment for MBS. When will I receive information regarding my benefits?

It usually takes about three weeks after your first payment to get your benefits package. If you still have not received your package after three weeks, please call our MBS Client Services Department at 1-800-313-6620.

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