No after sale service/ No Care

Item: Debt Solutions 4 U
Rating: 1
Author: leeann van der merwe

I am really at a crossroads with Dept Solutions. We have been clients since 2020 and have never had a problem until recently. However, I feel that the company does not care about us. I understand that they are just a business, and we are just numbers to them, but I have concerns about recent issues with their service. I pay via EFT to ensure that I contribute extra every month. Unfortunately, Dept Solutions did not notify me with a courtesy call or email in 2021 or at any point thereafter that they had failed to increase my payment amount with the necessary percentage. A courtesy email reminding clients to adjust their payments would have been greatly appreciated. Now, the only response I receive is: "Unfortunately, the responsibility remains with you as the consumer to ensure that the correct payments are made toward the debt review plan. We strongly encourage you to pay as per the yearly escalation and make payment arrangements directly with your creditors for the arrears that have accumulated from these short payments to avoid further complications with your creditors." However, no reminders were sent to ensure we adhered to this, and now, five years later, I am facing significant financial difficulties due to this oversight. Could you please ensure that, in the future, reminders are sent to all clients regarding payment adjustments? When I phoned to express my concerns, I found you were not even open to suggestions. You were cold and calculated. You do not have any after-sales service. When I asked why it was not possible to send reminders, your answer was that it is not your job to ensure I made my increase. A courtesy email sent to your clients once a year would have solved my problem back in 2021. Now, five years later, I am completely lost and five years behind. Is this not the reason I joined Dept Solutions in the first place? To assist me in managing my creditors? I feel like you failed me and would like to make other clients aware of the so that they do now end up where I am now, with further dept. due to an oversight.

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Replies (1)

Debt Solutions 4 U's replyOfficial

03 Apr 2025, 14:33

Thank you for taking the time to share your feedback. We truly regret that you are feeling disappointed and let down, especially after being with us since 2020. We value long-standing clients like yourself and never want anyone to feel like “just a number.” We understand how upsetting it must be to find yourself in a challenging financial situation. That said, we would like to offer some clarity and context. When clients choose to make payments via EFT rather than a structured debit order, as outlined in our initial introduction letter dated 5 November 2020, the responsibility does fall on the consumer to ensure that escalated payments are made in line with the debt review plan each year. We do our best to encourage debit orders precisely to help clients avoid situations like this, as they provide more structure and allow us to make necessary updates more seamlessly. We understand that a courtesy reminder could have helped. While our team did communicate the short payment issue previously, we sincerely regret that you felt the response lacked empathy or support. We are still here to support you, and should you wish to discuss the next steps or how to get back on track, please don’t hesitate to reach out.

Debt Solutions 4 U's reply03 Apr 2025, 14:33

Official