Great Promises, Poor Service After Debt Review

I am extremely disappointed with the service I have received from FinFix/Afriskuld.

Before I was placed under debt review, their service was excellent. They were helpful, responsive, and made me feel supported through the process. However, once I was officially under debt review, the level of service dropped significantly. It now feels like they simply tell you what you want to hear to get you off the phone, without actually resolving anything.

I have already experienced two serious incidents:

Firstly, I settled two creditors early and paid-up letters were obtained. Despite this, FinFix/Afriskuld still continued making payments to those settled creditors. I was told that they would request refunds from the creditors and reallocate those funds to my remaining debt. To date, I have received no feedback and I still do not know whether those funds were ever recovered.

Secondly, I recently took out my own policy to cover my debt in the event of death, disability, or retrenchment, and I cancelled the policy they had taken out with Doodseker. I specifically followed up and asked them to ensure that no further distribution would be made to Doodseker. I was told: “U kan gerus weet dat sodra enige rekening verwyder word vanaf die betaalplan, sal die fondse wat na die rekening versprei was, verder versprei word na u oorblywende rekeninge.” Despite this assurance, they failed to remove it and still made a distribution to Doodseker.

What concerns me even more is the way payments are being allocated. When I joined, I was told that payments would follow the snowball effect — meaning that once one creditor is settled, that instalment would be reallocated to the next creditor with the lowest outstanding balance to help settle debts faster. However, on my current monthly statement, I noticed that after a creditor was paid up, instead of reallocating that full instalment to the next target account, they split the amount into small portions across all creditors. This defeats the purpose of snowballing and delays effective debt settlement.

I am unhappy with the lack of follow-through, lack of communication, and the fact that I now have to keep checking whether instructions are actually carried out. I expected professional debt review management, but instead I am left uncertain about where my money is going and whether my account is being handled properly.

I would appreciate a proper investigation, clear feedback on the refunds from the settled creditors, and an explanation as to why my instructions regarding Doodseker and the snowball allocation were not implemented.