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Danielle C

1 reviews | Active since Aug 2020

21 Jul 2022, 09:58

OVERALL BAD EXPERIENCE

I thought that all these debt specialists are there to assist in getting you out of debt. However here is my story. I paid one month of the negotiated premium and then lost all income because unfortunately I cannot foresee the future. Sent emails to Debtline explaining I cannot pay and received back bad responses from their consultants. Then I contacted them explaining the situation they don't give a chance to talk as they talk over you and in a condescending manner. Now you would think I intentionally lost my job as their attitudes would indicate because the attitude is that they are doing you a favour. I tried getting hold of my debt counsellor who was supposed to assist me with any issues and found out she had left the company, no debt counsellor was assigned to my account. No one communicated that with me. I also always get a call from a different person and they don't identify themselves on the telephone so that they can be rude to you. No matter a person's circumstances if you are a company who promises to put your customer first then you do so. Behaving in a bad manner by being rude on the telephone because you are unable to pay your monthly premiums is inexcusable. I always paid my debt on time and had an excellent credit record unfortunately things happen in life that you have no control over. THIS DOES NOT GIVE ANY DEBTLINE CONSULTANT THE RIGHT TO TREAT THEIR CUSTOMERS WITH DISRESPECT. One of your values is that you are passionate about helping people unfortunately that remains to be seen.

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Replies (2)
Debtline Debt Specialists
Debtline Debt Specialists's reply21 Jul 2022, 10:17
Official
Hi Danielle,

I'm sorry to hear that you have had such a bad experience. We will look into your complaint, as well as your query around your Debt Review status

Kind regards,
The Debtline Team
DC
Danielle C's update20 Sept 2022, 14:55
Reviewer Update
It has been two months since I posted my above review and sad to say my matter with Debtline Debt Specialists has gone from bad to worse. A lady by the name of Shaheeda Salie, the Customer Services manager got in touch with me after seeing my review and apologised at the bad treatment I received. She explained that since I had lost my job in the second month of being in their program, the staff should have requested a 17.3 - change in circumstances and forwarded to my creditors. Instead what happened in my case is that Debtline allowed 3 months to pass without any counselor assisting me to submit a 17.3 request. Ms Salie assured me that she would forward the 17.3 request on my behalf but did mention that because 3 months had passed, she was not sure whether my creditors would accept this. On 11 August 2022 I contacted Ms Salie to follow up on whether the 17.3 request was sent but she was not available. I left messages and she never contacted me back. On 16 August 2022 I sent Debtline an email in which I stated that I would be lodging a formal complaint with the NCR if I don't get feedback. I then received an email with only the 17.3 request and no explanation. I then received an email from Ms Salie explaining that the 17.3 request was sent to my creditors but only two weeks later after my telephonic conversation with her. A few days later I started receiving communication from one of my creditors telling me to pay. I contacted them just to find out that they had never received any 17.3 request and I then sent it to them. The same creditor has been contacting me and according to their records I am no longer under debt review. What's shocking is that I have had no communication from Debtline regarding my status with them. I have since then also left numerous messages for Ms Salie to contact me but she had made no attempt to do so. On 12 September 2022 I contacted the NCR and lodged a complaint. I urge the public to please take heed of Debtline and to read my review and make an informed decision before asking for assistance from this company. I have come to the conclusion that because I lost my income and can no longer pay Debtline, they have no interest in assisting me at all.