Don't care about their client need or situation

Item: My Debt Hero
Rating: 1
Author: Rochelle P

I am so disappointed in My Debt Hero services it is not even funny.

I have lost my job at the end of August and started a new job mid November. I send an email to Davine from M debt Hero on the 12th of November asking to stop my debit order as I wont be able to cover my premium due to starting mid November and not receiving a full salary.

She responded to me the same day advising she will escalate to the relevant department.

Today when my salary was paid the debit order went of leaving me in such a negative financial impact that I wont be able to provide food for my family due to My Debt hero's negligence.

Yesterday when I saw the debit order pending I send an email to Davine just after 11:00 and again this morning and CC'd Shannon in.

Up until now now response to any of my emails and this is now the 1st time they failed me.

I wont recommend them as a service provider because when you really need assistance in a serious matter they just tend to ignore you.

Helpful (0)

Replies (2)

Rochelle P's updateReviewer Update

01 Dec 2025, 15:48

Up to date still no reply to my mail or Hello Peter complaint. Friday after several calls I spoke to a very rude She-Earl who advised me I had to provide supporting documents in order to stop the debit order.

When I advised her that know one advised me she just said, I quote " well that is how it works".

How must I know which documents to submit if no one bothers to inform me what documents is needed???

I've emailed the supporting document on Saturday to She-Earl, left a message at around 12:40 today for her to respond to me via email, send her a email and still My debt Hero don't care to respond or care at all about there client's well being due to their negligence and pathetic service delivery!!!

Rochelle P's update01 Dec 2025, 15:48

Reviewer Update

My Debt Hero's replyOfficial

15 Jan 2026, 08:43

Hi Rochelle, we’re very sorry to hear about your experience and the financial strain this has caused, especially given your change in employment circumstances. This is not the level of care or support we aim to provide, and we understand how distressing this situation must be for you and your family. For privacy and security reasons, we’re unable to discuss account-specific matters on this platform. Please provide your client reference number or account-linked details via one of the secure channels below so our Customer Care Team can urgently review and assist you: https://mydebthero.co.za/support | (+27)21 *** | WhatsApp *** | ***.

My Debt Hero's reply15 Jan 2026, 08:43

Official