DebtHelp Inc.

As previously mentioned, DebtHelp goes out of it’s way toinsure that all clients that enroll into our debt settlement program understandthe process and the fee’s that are involved. We do this in the opening call script that all employees use, we also dothis by doing a verification call at the time of enrollment that goes overexactly what the fee’s are etc.. Thecall contains all of the clients sensitive information (Social Security Number,Date of Birth, Address etc..) or I would attach the call to this response. If the client is ok with us providing thiscall in it’s entirety to the Revdex.com, we will have no problem attaching it so allparties can listen to DebtHelp explaining:Do you understand that your program length isbased on an average of 40% settlements per account; however settlement outcomesmay vary? Do you understand your estimated program lengthis months?Do you understand that your total program costsincluding our fee’s is $42,075.00Do you understand that the amount estimated topay towards the debt is $24,400. Theamount estimated to pay DebtHelp is $15,250.In Mrs***’s response to the Revdex.com she states thefollowing.DebtHelp never made mention of the $fee. As previously stated, we told her that the feewould be $15,for the debt that she had enrolled. In the contract it states that our fee is 40% ofthe debt amount.She states that we told her that the fee wasincluded in her monthly payment and that is true. We calculate the entire program with fee’sincluded. If Mrs*** would havecontinued paying, we would have expected her to be done with the program in approximatelymonths with the monthly payment that we put her on. At no point did we ask Mrs*** tocome up with additional funds to pay additional fee’s. She states that we charge her $81.00/mo. In fact we don’t charge any monthly fee’sand per FTC rules we can’t charge or earn any fee’s in advance ofsettlements. So there is no monthlyfee. More to this, she will pay fee’s to ***
*** *** on a monthly basis or to *** legal program if she electedthat optionItlooks like she canceled her Veritas legal program a couple of payments in,which would have been $55.00/mo.Again, these fee’s that are not DebtHelp’s werealso disclosed to her on the recorded call, that we will be more than willingto share.As a debt settlement company we can not and donot tell clients to stop paying their creditors. If asked we tell them “We can’t tell you whatto do in regards to paying your creditors, For our program to work the accountswill need to be behind. If you canafford to do our program and keep your accounts current, then this probably isn’tthe program for you”Mrs*** is complaining that the debtsettlement fee of $3513.15(which was not paid in it’s entirety and is stillowed) and the settlement payments to *** of $would be higher than thebalance of $14,that she had with *** card. This is also not the case. The total of our fee’s and payments to ***would have been $13,213.15.Obviously a savings of $is lower than welike to see on one account; however, I know some of the creditors the clienthad listed we have obtained near percent settlements, in which the client willhave had to pay nothing, while others average out in the 40-60% range. Again, going to our previous statement thatthe entire program we expect “an average of 40% settlements per account butoutcomes may vary”Mrs*** has stated that she is continuing thesettlement to *** Card on her own. We will be willing to give her back all of her fee’s if she pays her*** Card in full and makes payment arrangements to pay the remaining debtsin full as well. We would ask for proofthat the accounts are back in good standing and that *** not only has azero balance, but that the entire debt amount of $14,was paid to*** Card.As it is Mrs*** paid $of the $feethat was owed for the *** Settlement. Even prior to all the complaints that Mrs*** has filed, wewaived the remaining fee and did not and will not ask Mrs*** to paythe difference. It’s DebtHelp’s goal toinsure that all of our clients remain satisfied from point A to B and we areconfident that had the client of finished the program this would have been thecase. What DebtHelp won’t be a part ofis negotiating a settlement on behalf of a client, having the client finish thesettlement on their own and our company not earning the fee that it wasentitled for the work that it performed.As a company we feel that too many companies rely only oncontracts and then hold their customers to itThe problem is everybody agree’sthat contracts are hard to read and can be confusing to get the necessaryinformation from. That’s why DebtHelpmakes it a point to do a recorded call with every client that goes over themost important details as it relates to the contract. We ask that Mrs*** give us approvalto share this call so that all parties, including herself, can hear it in itsentirety

Due to the nature of our business and dealing with a very sensitivetopic for consumers, Credit and Financies. When we enroll clients into our program, we take a lot of extraprecautions to insure that our clients are completely aware of how the programworks, fee structures, etc… When
Mrs.*** enrolled into our debt settlement program she was told on atleast three different occasions the fee structure. She was also told that DebtHelp didn’t earnany fee’s from the client at all until after a settlement was reached, agreedto by her and arrangements made to pay the creditor. DebtHelp was able to obtain a settlement on behalf ofMrs***'s *** Card account. We explained the terms of the settlement, the percentage of thesettlement and Mrs*** agreed to proceed with the settlement. We then started making the necessary paymentsto comply with the settlement terms set by the creditor and took our fee afterthe payments to the creditor had started, in compliance with the contract. On June 11, a call was made to Mrs*** inreference to a settlement on the *** Card at which point she got reallyupset and didn’t want to take the settlement. She was upset at the cost of the fee’s and the percentage of thesettlement. We advised her at that timethat some accounts are going to settle higher than others, but unfortunatelythis is all that we would be able to obtain from *** Card as they areseeking legal action. She did not acceptthis response and it was told to her at that time that the program may not beright for her and we would have no problem canceling out her program. She said that she would stick with theprogram and the call ended on good terms. Then on July 24, another representative contacted the client andadvised her of the exact same terms that *** Card was offering and Mrs.*** agreed to proceed forward with the settlement.If this were a case where a client was just unaware ofour fee structure and our company failed to do it’s due diligence then we wouldbe more than willing to provide a refund. It is our goal to have a 100% satisfaction rate with our customers bythe end of the program. In this casethere is absolutely nothing more we could have possibly done. The client was made aware from beginning toend what the fee’s were and what was going on with the program. She told us to proceed with the settlementand was aware of what the fee’s were. Tocome back after she NSF’s some payments and then change her mind that she doesn’twant to do the program and wants a refund doesn’t work. We offered to cancel her program in June andshe would have received 100% of the money back she put into the program. She made the decision to stay on the programand she made the decision to proceed with the *** SettlementWe have had numerous clients in similar situationswhere their first few settlements are higher than expected, but by the end ofthe program they achieved the results the company and the customer were lookingfor. Mrs*** enrolled into athree year program and made eight payments. There was really nothing more we could have done to improve this clientsexperience

Thank you for the your respond,As I already said before that DebtHelp never mention almost $3,000 some settlement ,I remember that I have asked how much for the settlement fee before I sign the contract but she told me that the settlement fee already include in monthly which they charge me $81 every month on top of $2000 some for settlement fee if I'm aware that fee I will not do business with them because [redacted] card give me the offer and  want to work with me BUT which I told Debhelp company that [redacted] want to work with me so they told me to stop communicate with [redacted] and they also told me to stop paid minimum payment to every credit card which effect my credit score very bad.I got the contact from Debhelp regarding about [redacted] want to give me the offer which I have to paid about $7000 some but I told deb help I do not have that money so they told me that we have to wait longer time so they will try to negociate with [redacted] again,about 1-3 month deb help contact me back that [redacted] make the offer for $9,700 which I told them it a great offer but they never mention about the fee.I think if we just calculate all the fee and the money I owe [redacted] is about the same amount the same amount or may be more why I need to do settlement with deb help company which number one they ruin my credit number two I have to pay money more I owe and number three if I just settle with them I will pay less that I did with deb help company,I feel like they scam me there for I just want some of the money for settlement fee that they charge me. Please see attach file for all transaction fee that they charge me.
Regards,
[redacted]

We are sorry to hear that [redacted] is not happy with the service and feels that she was not told the truth.  I can assure both the client and the Revdex.com that we do everything in our power to ensure that all clients are 100% aware of how the program works and all the details of the...

program are explained.  I will touch base on each issue the client has brought up.1. While the client did call our offices in March, she did not make mention of wanting to cancel the program.  The discrepancy of the program length was brought up at that time and was covered both by the customer service rep and the initial enrollment representative.2. The client claims she was never told that the program length was 48 months.  Client insists that she was verbally told that the program length was 18 months.a. The contract the client signed clearly shows 48 months. b. Client was verbally told in a recorded Verification call that the term was 48 months.c. To calculate a monthly payment we take the debt amount times 80% divided by the number of months, then add $11.50 for [redacted] Fee’s.  The client enrolled $13,229.  The equation would be as follows ($13229*.8/48)+11.50 = $232.00 or $116.00 semi monthly.i. That being said for a 18 month program the payment would have needed to be (13229*.8/18)+11.50 = $600.003. Client says we refused to give her a copy of her contract.  When a client enrolls into the program they get two copies of the signed contract.  One mailed directly from us through the USPS.  The second is directly from [redacted], which is the company that handles the document signing for the company.  That copy is sent automatically upon completion of the signing of the document to the email address provided by the consumer at the time of signing.  In addition, if she would have asked when she called in, it would have been immediately e-mailed to her.4. Client has requested a refund of $580.00.   There is no refund to give because we never have possession of a clients funds.  The client is currently in two settlements that had payments going out to the creditors.  We will take this complaint as notice that the client wants to cancel the program.  By doing that we have closed her [redacted] account, cancelled her pending settlements with the creditors and refunded her Escrow balance of $257.42.  The actual amount will be $254.42 as [redacted] charges $3.00 for the withdraw payment.   a. The client is more than willing to contact [redacted], if she hasn’t already, to obtain login information to see her escrow balance and where her funds were sent.5. Going into more detail about the verification call.  The script must be read to the client and a response required by the client in order to move onto the next section.  In order to accomplish this in a short and timely recording, the telephone representative must explain the process of the verification call.  They do this by explaining each part and any questions the client may have so that when the recording happens we can just get a Yes or No response.Attached is a copy of her contract.  You can see on page one and page fourteen that the 48 months is disclosed.More importantly – attached is the recorded verification call that explains everything with her acknowledging each and every point.  At one point she asks for additional clarification on the fee’s and amount to be paid to the creditor.  At that point the client said she would wait to see it on paper, which she would have done once she had the contract in front of her and signed it.If [redacted] would like to continue with the program after she sees that we were in fact upfront and truthful from start to finish, we have no problem re-enrolling her and fixing the settlements with the creditors.  We understand that the program has a lot of moving parts and can be confusing.  We do our absolute best to explain everything, but it’s hard to retain all the details on a 90 minute phone call.  If she has any recommendations on how we could have been more clear about the terms or anything else, we would be more than willing to hear it.  I can’t stress enough how important it is to our company that all of our clients are happy with the service they receive.  That’s the whole reason we are one of the only companies to do a Verification Call.  It ensures no parts of the program can be skipped over and that all parties are on the same page.Hopefully this explanation helps.  If I can be of further assistance, please don’t hesitate to contact me.

I want to see a contract.
Regards,
[redacted]