I would have never been able to pay my debt so quickly without debt wave they were able to get the credit card companies lower their interest , so it was easier to pay off.
Please find our response to complaint #[redacted] below:
On July 9, 2014, the Client contacted DebtWave to change
their address as they had moved from Maine to Virginia. When a client’s state
changes our software automatically updates their...
monthly service fee to assure
we are compliant with the guidelines of their respective state. The state of Maine allows licensed credit counseling
agencies such as DebtWave to charge 15% of the client’s monthly payment but no
greater than $40. The state of Virginia
allows us to charge 15% of the client’s monthly payment but no greater than $49.
Therefore, when the state changed from Maine to Virginia, our software
automatically changed the fee from $40 to $49. Upon seeing this change of fee,
a customer service representative erroneously contacted the client on July 14,
2014 and advised them the fee had increased. A supervisor immediately got
involved and changed the fee back to the original $40. The client decided to
cancel two hours later despite the immediate correction.
We would like to apologize again to the client for the
inconvenient phone call from our customer service representative. It is not our
policy to increase fees simply because a client has moved to a different
state. It is an extremely rare occurrence
to have a client move states and have their calculated fee increased. Our
supervisor quickly caught the mistake and the client was never charged the
higher fee.
We feel this matter was already resolved prior to their
formal complaint. And since the client was never charged any fees higher than
the $40 listed on their agreement, there are no fees to return. All payments
the client has made to DebtWave have been properly disbursed and posted to the
client’s creditor. Again, there are no funds to return to the client.
I would have never been able to pay my debt so quickly without debt wave they were able to get the credit card companies lower their interest , so it was easier to pay off.
Please find our response to complaint #[redacted] below:
On July 9, 2014, the Client contacted DebtWave to change
their address as they had moved from Maine to Virginia. When a client’s state
changes our software automatically updates their...
monthly service fee to assure
we are compliant with the guidelines of their respective state. The state of Maine allows licensed credit counseling
agencies such as DebtWave to charge 15% of the client’s monthly payment but no
greater than $40. The state of Virginia
allows us to charge 15% of the client’s monthly payment but no greater than $49.
Therefore, when the state changed from Maine to Virginia, our software
automatically changed the fee from $40 to $49. Upon seeing this change of fee,
a customer service representative erroneously contacted the client on July 14,
2014 and advised them the fee had increased. A supervisor immediately got
involved and changed the fee back to the original $40. The client decided to
cancel two hours later despite the immediate correction.
We would like to apologize again to the client for the
inconvenient phone call from our customer service representative. It is not our
policy to increase fees simply because a client has moved to a different
state. It is an extremely rare occurrence
to have a client move states and have their calculated fee increased. Our
supervisor quickly caught the mistake and the client was never charged the
higher fee.
We feel this matter was already resolved prior to their
formal complaint. And since the client was never charged any fees higher than
the $40 listed on their agreement, there are no fees to return. All payments
the client has made to DebtWave have been properly disbursed and posted to the
client’s creditor. Again, there are no funds to return to the client.