Poor Customer Service, Misled About Debit Date and Ignored Thereafter, Disappointing Experience and Lack of Accountability, No Refund, Unprofessional Service

My first interaction with the company was in September when I received a call from an agent named Michael. He explained the services offered and assured me of the company's professionalism. As I was seeking assistance with managing some of my debts, I provided all the required information and agreed that the first debit order would only take place in October. I specifically informed him that I would not have funds available in September due to relocating to a new residence.

Despite this agreement, an amount was debited from my account on 25 September without my authorization. I immediately contacted the company by *** and phone to report the issue, but no meaningful assistance was provided. Not only was the error not acknowledged, but no apology was offered for the inconvenience and financial hardship caused.

The unauthorized debit had a significant impact on me and my family. As a result, I was unable to pay my child's school fees, despite repeatedly explaining my circumstances and requesting a refund. My requests were declined without consideration.

I also spoke with Janine, who identified herself as a manager. Unfortunately, I found her approach to be unprofessional and dismissive. She advised me that I would not receive a refund and showed no empathy or understanding of the situation. Since then, my attempts to seek assistance have largely been ignored.

Due to this experience, I requested that my contract be cancelled, as I no longer have confidence in the company. However, I have yet to receive written confirmation that the contract has been cancelled and that no further debit orders will be processed.

I am extremely disappointed by the lack of customer service, accountability, and professionalism shown throughout this matter. I would not recommend this company based on my experience, and I remain concerned that they have failed to adequately address an error that has had serious financial consequences for me and my family.

What is particularly disappointing is that the agent who initially assisted me, Michael, never once contacted me to acknowledge the error or offer an apology. He was quick to assure me of the company's professionalism when signing me up, yet after the incorrect debit order was processed, he made no effort to take responsibility, follow up, or assist in resolving the matter. A simple phone call and sincere apology would have demonstrated accountability and concern for the inconvenience caused, but unfortunately neither was forthcoming.

I feel completely misled and unfairly treated. An amount was debited from my account before the agreed date, causing significant financial hardship for me and my family. Despite repeatedly explaining that I had only agreed to the first debit order being processed in October, the company has refused to refund the money taken from my account.