Extremely unhappy and disappointed clients

My husband signed up with Debt Busters about a month ago. We did our homework, checked reviews and had faith that Debt Busters would be able to assist us with our financial situation. The agent we spoke to was polite and professional, and we were happy with the entire signing up process. At the end of the month, the first debit order for Debt Busters was processed successfully. About a week later, my husband started getting calls from his creditors, advising no payment was received. My husband immediately advised Debt Busters of this, and he was told not to worry, it will be taken care of. The calls would not stop, creditors insisting no payments were received. This made us really nervous as we were advised by our vehicle financing company our car could be taken if no payment was made. My husband made numerous calls to Debt Busters, was sent from pillar to post until eventually, we were told that they could not assist us, and our agreement with them will be terminated. We immediately requested a refund, and was told the refund should be received by today. My husband called in earlier, and was told they are still waiting for his refund to be approved. Our creditors, most importantly our car, now remains unpaid until the refund is received, and we will have to incur all the additional late payment charges.

The upsetting part is that only after they deducted our money, did they realise that they cannot assist us. And now, we have to sit and wait until they decide our refund can be processed. There is absolutely no acknowledment of the urgency of this refund, which is needed in order for us to pay our car. If the proper checks was done in the beginning, and we were told that they cannot assist us from the get go, this whole mess could have been avoided.