Inconsistent System and Processes

13 Years. It's taken me 13 whole years to get to this point, when I am finally debt free.

In July 2021, I opened conversations with DebtBustersSA about the process for a Clearance Certificate. They advised me of the process, and told me, on the 20th August, I must send an email informing them that I want to settle, requesting a settlement amount, and initiate the clearance certificate process. 12 days later, I received a phonecall, where an agent has all of a sudden picked up my ticket- after payday and after I had already made a payment, hoping it was enough. I won't elaborate on my horrible experience with this agent.

Anyways, after many emails, phonecalls, and instant messaging following up on the status of my clearance certificate, I get a phone call the other day from their Finance Department, asking me why I am not making payments - I was shocked to learn that nothing had been done in the 2 months since starting this process. Only then, did my profile get updated with the Clearance Certificate Status!

Even after supplying them with a paid up letter on 3 occasions, they did not update their system.

Every engagement had a different or same excuse: > Upgrading Systems > Backlog of emails > Changing systems > Inaccuracy of Smartcents > Too many consultants handling queries > Telephony systems are faulty

When I started with DebtBusters, I had an account manager who looked after my account. And it was handed over every time some one left.

Evidently, with the increase of people who needed help when the pandemic arrived and impacted many financially, the organisation is not equip to support their clientele.

I have even emailed the Escalations department, and you deal with another consultant with a copy and paste script. So don't bother.

13 years later, and this is my experience. I was originally sold the dream of 10 years.