FORMAL CUSTOMER COMPLAINT: DEBTBUSTERS – LACK OF COMMUNICATION, POOR CUSTOMER SUPPORT AND UNRESOLVED DEBT CONSOLIDATION

# FORMAL CUSTOMER COMPLAINT: DEBTBUSTERS – LACK OF COMMUNICATION, POOR CUSTOMER SUPPORT AND UNRESOLVED DEBT CONSOLIDATION

I would like to formally express my dissatisfaction with the service I have received from DebtBusters, particularly concerning the lack of communication, inadequate after-sales support and the uncertainty surrounding the management of my debt consolidation account.

My initial engagement with DebtBusters took place during the first week of September 2026, when I approached the company seeking assistance with my financial situation and exploring debt consolidation as a way of taking control of my financial obligations.

My initial interaction was handled by **Rosanne**, who was responsive and helpful in guiding me through the initial stages of the process. Her assistance gave me confidence in the organisation and its ability to assist me.

During the following week, I proceeded with finalising the application and was subsequently assisted by **Roxanne Albertus and Liezel Klein**, who were involved in the subsequent stages of my engagement with DebtBusters. I completed the necessary processes and eventually approved the debit order arrangement.

However, what has been particularly disappointing is the significant difference in service before and after approving the debit order. During the onboarding process, there was considerable urgency and follow-up to ensure that I approved the debit order. Once this was done, however, communication from the individuals assisting me practically disappeared.

Since then, I have made numerous attempts to contact Roxanne Albertus and Liezel Klein through emails and telephone calls, requesting updates and assistance with my account. Unfortunately, I have received little to no meaningful feedback from either individual.

The WhatsApp contact provided to me has also been disappointing, as it appears to operate through an automated AI platform that has not been able to address my specific concerns or provide the assistance I require.

1. Lack of communication and customer support

Despite sending several emails and making repeated telephone calls, I have struggled to obtain feedback regarding my account.

I have even made efforts to contact the relevant consultants towards the end of each month, particularly when I receive debit order reminders. While I have no problem with the monthly debit order reminders, as I ensure that sufficient funds are available for the payment, I find it unacceptable that I cannot obtain basic information about the status of my account.

A client should not have to repeatedly chase their service provider for information about an arrangement that they are financially committed to every month.

2. Continued contact and threats from original creditors

One of my biggest concerns is that I continue receiving calls from the original service providers and creditors who were supposedly included in my debt consolidation arrangement.

These organisations are contacting me regarding outstanding payments, with some going as far as threatening legal action and demanding that I return certain items if the outstanding amounts are not settled.

This situation is extremely frustrating and concerning.

My understanding when entering into the agreement with DebtBusters was that the arrangement would assist in managing my financial obligations and coordinating the necessary payments to the relevant creditors.

I have continued making my monthly payments to DebtBusters, and these transactions are reflected in my bank statements. Therefore, I need to understand why I am still being pursued by the original creditors and what is happening to the money I am paying every month.

I cannot be expected to continue making payments without knowing whether the relevant creditors are receiving their allocations and whether my accounts are being properly managed.

3. Inability to access the DebtBusters client portal

I have also experienced ongoing difficulties accessing the DebtBusters client portal.

I have attempted to reset my password on several occasions, but the process does not work. This has prevented me from accessing my profile, monitoring my account and independently checking the status of my debt consolidation arrangement.

Despite raising this concern, I have not received a satisfactory resolution.

4. Absence of after-sales support

It is now November 2026, with December approaching, and I am still struggling to obtain meaningful feedback.

What makes this experience particularly disappointing is that the level of attention and urgency demonstrated during the onboarding process has not been maintained after I became a paying client.

I appreciate that debt consolidation involves administrative processes, payment arrangements and communication with multiple creditors. However, this does not justify the lack of communication or the absence of accountability.

DebtBusters is dealing with people's financial circumstances, and clients entering into these arrangements are often doing so because they need structured assistance, guidance and reassurance.

The least one should expect is transparency, professional communication and accessible customer support.

5. What I expect from DebtBusters management

I am formally requesting that management urgently investigate my account and provide the following:

1. A comprehensive update on the current status of my debt consolidation profile. 2. A detailed breakdown of all monthly payments received from me. 3. Confirmation of how much has been allocated and paid to each individual creditor. 4. Identification of any creditors who have not received their allocated payments and an explanation for the outstanding amounts. 5. Clarification regarding why I continue receiving collection calls, payment demands and threats of legal action. 6. Written confirmation of which creditors have been notified of my debt management arrangement and the current status of those arrangements. 7. Immediate assistance with restoring my access to the DebtBusters client portal. 8. A direct telephone consultation with a designated consultant who will take responsibility for managing my case and providing ongoing updates.

I would also appreciate management reviewing the communication and handling of my account by **Roxanne Albertus and Liezel Klein**, particularly regarding the repeated unanswered emails and unsuccessful attempts to obtain assistance.

6. My position moving forward

I want to make it clear that I am not refusing to honour my financial obligations. On the contrary, I approached DebtBusters because I wanted to take responsibility for my financial situation and establish a structured way of managing my debts.

I have continued making the required monthly payments, yet I am still experiencing the pressure of being contacted by the original creditors, while receiving little to no assistance from the organisation I entrusted to help me.

This defeats the very purpose for which I sought debt consolidation assistance in the first place.

If DebtBusters is unable to provide the necessary transparency, accountability and customer support, I will seriously consider terminating the arrangement, subject to understanding the contractual and legal implications, and seeking assistance from another reputable debt management organisation.

I do not believe this is an unreasonable expectation. I simply want to know what is happening with my money, the status of my creditors and the overall management of my account.

A client should not have to chase their debt management provider every month for information about their own money and financial future.**

I expect this complaint to be escalated to management and that I receive a substantive written response, together with a direct telephone call to resolve these concerns.

I trust that DebtBusters will treat this matter with the seriousness it deserves.

**Complainant:** Mduduzi Prince Philani Biyela **Contact number:** *** **Service provider:** DebtBusters **Consultants involved:** Rosanne, Roxanne Albertus and Liezel Klein **Initial engagement:** First week of September 2026 **Complaint date:** November 2026