Bad Customer service, and unresponsive.

Embarking on my 3rd year with My debt hero, my experience has been painful. It's like pulling hens teeth to get a resolution to issues.

1. They charge an exorbitant fee for insurance, yet make it seem like it's free. When you try to cancel they refuse to reduce your debt order, unless you demand reasoning. Eventually, they reduced my premium for some of the costs and insisted the rest has to go towards the distribution of creditors. How can you decide for me? I cancel your insurance policy but you hold it ransom? Highly *********. worse of it all, they did not even allow me to choose which creditor to pay it towards. They choose for you. Almost to try and keep you locked in for as long as possible.

2. They recently decided to make drastic changes to payments to my creditors without my consent, underpaying critical accounts such as Vehicle Finance and Bond. I had to pick this up by getting calls from creditors. One of the main reasons of debt review is to stop creditors contacting you. My query is still not resolved, and the answers are always the same. We will call you later with feedback.

You cannot request to speak to someone senior, because they claim the departments who are actually responsible are not contactable over phone.

I have reached a new level of frustration. One of the creditors has actually retracted the debt review due to breach of agreement, yet nobody cares, and they keep deducting the same amount from me every month.