Unhappiest Debt Review Customer

When I started with DebtBustersSA 4 years ago, I was impressed with their efficiency and service. I've never seen a company sign up a new client so fast. After my divorce, this was a relief.

HOWEVER, getting OUT of debt review with DebtBusters has been a nightmare. In March 2022 I was in the fortunate position of being able to pay up all my accounts. I handed the process over to the Settlement department, as advised. On 24 March 2022, I received an email to say that I was paid up and debt free. Fantastic, right?! Wrong.

I was then advised that my portfolio was being handed over to the clearance department, and that I could expect a 2 week turnaround time for my clearance certificate.

That day I received an automated email notifying me that my portfolio had been received by the Clearance department. A week later I received an email saying "there is still an outstanding account, this ticket is being closed" ... I cannot begin to describe the nightmare of trying to get through to someone in the clearance department. THEIR OWN Settlement department had informed me that everything was paid up. Now the Clearance department would not help me because the Settlement department had missed an account!

One day that week I spent over 45 minutes on the phone, just trying to get through to someone that could answer my questions. It was impossible. Eventually I was told that I would not be put through to anyone without a ticket number. I explained that I'd had a ticket number, but that it had been closed with no option to discuss, or any way of contacting the consultant. It fell on deaf ears and I had to start the process again. Start a ticket number ... and then HOPE that someone called me back in 3 days.

The short version, I am STILL waiting ... 2 months later.

I really don't think anyone understands the impact that having this hanging over your head has on your life. Everything is on hold while I wait for DebtBusters to sort themselves out.

If you try and call, the moment they realise that you're not a new client, you just get put on hold. Speaking to anyone directly is a nightmare. Most calls I held on for over 20 minutes ... just hoping someone would answer in whatever department I was being put through to. (have the screen shots to prove it)

Eventually, after unbelievable frustration, and yes, tears, I managed to get through to a team leader in April, who apologized and assured me that all would be sorted. Turns out there was an account at FNB that still needed to be settled (despite being told I was debt free the MONTH before), so on 20 April (please note that this process had been transferred on 24 March!) I made the payment to the account and reference number advised.

I was told by DB to email FNB directly, which I did. Eventually turns out that the reference number I was given by DB was wrong and FNB cant trace it...

It is now 23 May and that issue is STILL not resolved. No-one replies to my emails - not the consultant or the team leader.

Apparently nothing can be done with FNB - an email is sent and I must just be patient. A MONTH LATER.

I cannot recommend DebtBusters. My financial advisor had recommended them, but considering the shockingly poor service I have received - from the switchboard, to the consultants, to the team leader - I don't think I'll ever be able to recommend them again.

Companies like this forget that a reputation is not only carried by the opening of an account, but how a customer concludes his/her business with the company.

I feel for anyone going in to debt review, because if this is the best we have, we have a problem.