Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:30/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for services and they did nothing in 1.5 months and after 2-3 payments my creditors were still calling me and debt helpers had not contacted them or put me in contact with a trustee.I cancelled my account and requested a refund and they are denying me.

  Business Response

  Date: 11/11/2024

  We have communicated with the client and mutually agreed on a partial refund.

  Customer Answer

  Date: 13/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I don’t feel that 1 payment refunded is sufficient as they were paid  3 payments of $188. and change and did nothing as my creditors were unaware of any consolidation or proposal even in the works and I was being put farther in debt. Yes they reached out and sent me 1 payment but I did not agree that’s all I wanted they asked if I wanted it put back on the card they had on file and I said yes. So I would like at least 1 more payment returned..
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 21/11/2024

  Thank you for your feedback regarding the refund decision. We have reviewed your concerns thoroughly and appreciate the time you took to communicate them.

  After careful consideration, we must advise that our decision to refund one payment remains final. This decision was made in accordance with our policies and the services provided. While we understand that this may not be the resolution you were hoping for, we believe it is fair and consistent with our practices.

  We regret that you feel dissatisfied with the outcome, but please know that we remain committed to supporting you within the scope of our program. If you have any additional questions or require further assistance, please do not hesitate to contact us.

  Thank you for your understanding.
  

  Customer Answer

  Date: 23/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: as they were doing nothing except taking my money it was putting me farther in dept also I had to pay for stop payments and put up with the creditors calls. * ***** ** ***** ************ ****** ******** *** **** *** *** **** as of me signing the paperwork they should have contacted my creditors and notified them and they did not and I also was not put with a trustee as I should have been..
  
  
  
  Sincerely,
  
  
  ******* ********

• Initial Complaint

  Date:05/02/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Date of transaction: Sent money to debt helpers on Dec 06, 2023
  - Paid $2260 to Debt Helpers
  - DebtHelpers will not provide me a refund
  - I only agreed to pay the service fees under the consumer proposal that was originally offered to me. One of the staff withheld information *** *** ** **.
  - Debthelpers have offered new a new proposal that doesn’t give any debt relief as my co-signed loans and student loans cannot be added to my debt (**** ** **** **** ********** **** ** ** *****).
  -DebtHelpers is saying this fee covers admin costs, yet they did not submit the consumer proposal to me, and continuously convinced me to wait, to offer a new better deal. My main debt is a co-signed student line of credit and student loans. Without including these, a consumer proposal is pointless.
  - Membership #: ****** - Desire resolution: Full refund

  Business Response

  Date: 08/02/2024

  After further review of your file we now see that your understanding of what the proposal writes off in terms of your debt load is limited. We have reviewed all phone calls and cross referenced the information throughout your journey here. Based on your repayment of 16% of the total debt-load - you will be saving a significant amount based on the reduction we have achieved for you. Yes, your student loan will survive and this information was presented to you in your initial consultation. Whatever is paid in the proposal and allocated to that secured debt (which is the equal percentage as all the debts on the program), it will reduce the debt load and that amount will still be payable on the co-signers side. You were agreeable to the breakdown when the proposal was presented and unfortunately until we have 100% accurate information on every single debt and its balance we cannot guarantee the percentage or exact repayment as many factors have to be taken into consideration. We understand that factors can change for anyone while they are going through our process that might give them other opportunities to settle their financial situation but you signed an agreement and we upheld our end of the agreement, achieving less of a repayment then you were originally quoted. None the less, as a sign of good faith and in light of your dissatisfaction with the program we have been able to offer you a refund of $950.00. Please confirm if you are agreeable and we will have it placed back to your card. Thanks for reaching out and we look forward to resolving your complaint.
  

  Customer Answer

  Date: 12/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  DebtHelpers have not address the issue of their employer Tessa Cowley misleading and misinforming me regarding my co-signed student line of credit. She specifically, and repeatedly, outlined, over the phone to me, that approximately 50% of my co-signed student line of credit would be dissolved as part of the consumer proposal, and that the remaining 50% would have to be paid out directly, to my bank, on my own terms. She confirmed that 50% of my co-signed student line of credit can be included. 
  
  On December 22, 2023, the Trustee whom Debt Helpers connected me to, informed me that my co-signed student line of credit and Canada student loans, cannot be included in my consumer proposal. The trustee explicitly stated how I was misinformed, and that part of the Trustees job is to ensure I understand completely and explicitly what is happening, and that there is transparency. 
  
  After consulting with many debt support programs, I have come to learn that it is common knowledge that co-signed student lines of credit and co-signed lines of credit cannot be included in a consumer proposal unless both co-signers completed a consumer proposal. This was never communicated to me, and there was no transparency about this from Debt Helpers. 
  
  Therefore, the original consumer proposal, is considered void, as Tessa explicitly withheld this information and lied to me. Tessa confirmed I can include my co-signed student line of credit debt and that I would get approximately 50% debt relief on my co-signed student line of credit debt. 
  
  My total debt is:
  $32,500 in a co-signed student line of credit 
  $44,000 in Canada student loans 
  $13,000 in credit card 
  (*$5000 personal loan, which was originally $2500/5000 on December 06, 2023. Tessa advised to use this remaining money to pay for DebtHelpers consumer proposal, which I did, leaving to max out my personal loan). 
  
  I am incredibly displeased with this entire process. I was promised something dramatically different at the beginning of this process. I have both (1) gone into additional debt to try to get out of debt, by paying DebtHelpers $2260, and (2) I have been lied to and misinformed by Debt Helpers, since starting to work with Debt Helpers. 
  
  If DebtHelpers have in fact reviewed all information and phone calls, why do these issues remain unaddressed? Secondly, within the email I received from Ally T. on January 18, 2024, Ally states several things that are further untrue and distressing, especially when Ally states: “Due to the time that has lapsed, the work that was completed on your file, and based on the fact that there was nothing done wrong on our end – there will be no refund approved for any of the fees to DebtHelpers.”
  
  DebtHelpers have not addressed any of the questions I email to Ally on January 18, 2024. Including detailed receipts and invoices from Debt Helpers showing the extensive administrative costs, as proof for the work they did on my behalf. 
  
  I am completely triggered and experiencing high levels of distress due to this entire process, and it is now impacting me physically, financially, and emotionally. 
  

  As outlined in the letter DebtHelpers have sent me through the BBB, the issue is not about “You were agreeable to the breakdown when the proposal was presented and unfortunately until we have 100% accurate information on every single debt and its balance we cannot guarantee the percentage or exact repayment as many factors have to be taken into consideration.” 

  DebtHelpers have not upheld their end of the agreement, and offering me a refund of $950, (only 42% of what I paid) is no acceptable, especially when I actually paid $2260. This is further unacceptable given everything that has transpired since, and how this continues to be incredibly distressing for me, every day since. 
  

  Once again, this entire situation has caused emotional, physical, and financial distress. Due to DebtHelpers deception and lying, I do not trust Debt Helpers. In addition, no confirmation of my appointment was ever sent to my payday lenders.

  I expect the services fee to be fully refunded to me ($2260).  

  4 documents showcasing the email communications, are attached to this email. 
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 21/02/2024

  Dear ***** *********,
  
  Thank you for your correspondence regarding your experience with DebtHelpers. We appreciate your feedback and understand your concerns.
  
  After reviewing your file and the details provided, we acknowledge your dissatisfaction with the outcome of your consumer proposal and the information provided to you by our employee. We apologize for any confusion or distress this may have caused you.
  
  Regarding your assertion that your co-signed student line of credit could be included in the consumer proposal, we understand that there was a misunderstanding, and we apologize for any confusion provided to you. We strive to provide clear and accurate information to all our clients.
  

  Regarding your request for a full refund of the service fee, we have carefully considered your request. While we are unable to provide a full refund of $2260, we would like to offer you an increased refund of $1695.00 as a gesture of goodwill. Which represents approximately 75% of the total fee paid.
  
  We hope that this offer demonstrates our commitment to addressing your concerns and finding a resolution that is acceptable to you. If you would like to accept this offer, please confirm your agreement, and we will process the refund accordingly.
  
  Once again, we apologize for any inconvenience or distress this situation has caused you. We value your feedback and will use it to improve our services in the future.
  
  Thank you for your understanding.
  

  
  

  Customer Answer

  Date: 25/02/2024

  
  
  Complaint: ********

  Dear DebtHelpers,

  I am rejecting this response because: 

  I appreciate your prompt response and the increased refund offer of $1695.00 as a gesture of goodwill. However, I must insist on a full refund of the service fee amounting to $2260. Allow me to elaborate on why this is crucial for me.
  
  In addition to the factors previously outlined, I want to emphasize that DebtHelpers is already cognizant of both my employment situation and my financial situation. As explicitly stated on the statement of affairs FORM 79, I fall within a low-income bracket. Thus, DebtHelpers is already aware that my employment situation is already precarious, and that my financial circumstances are delicate and require careful consideration.
  
  The consumer proposal was a significant decision for me, undertaken in hopes of alleviating my financial burdens and securing a more stable future. Regrettably, the outcome fell short of my expectations due to the miscommunications regarding the inclusion of my co-signed student line of credit.
  
  Considering my limited yearly income, as noted in the proposal, every dollar holds immense value and directly impacts my ability to meet essential needs and obligations. The partial refund, while appreciated, does not adequately address the emotional and financial distress caused by the situation.
  
  I urge you to empathize with my circumstances and understand that the inability to secure a full refund exacerbates my already challenging situation. It is not merely a matter of inconvenience but a significant source of stress and hardship.
  
  By providing a full refund, DebtHelpers would not only rectify the dissatisfaction I've experienced but also demonstrate a genuine commitment to customer satisfaction and ethical business practices. DebtHelpers willingness to go above and beyond in this regard would not go unnoticed and would greatly contribute to rebuilding trust in your services.
  
  I sincerely hope you reconsider and honor my request for a complete refund. Your cooperation in resolving this matter satisfactorily is deeply appreciated.
  
  Thank you for your attention to this matter.
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 07/03/2024

  Dear ***** *********,

  
  Thank you for your continued correspondence regarding your refund request. We appreciate the time you've taken to share your concerns with us.

  After carefully reviewing your case and considering all factors involved, we regret to inform you that we are unable to accommodate your request for a full refund of $2260. Our original offer of $1695 stands as a gesture of goodwill.
  We understand the importance of this matter to you and have taken into account the circumstances you've outlined. However, we must adhere to our policies and limitations in this instance.

  We value your business and hope that our offer demonstrates our commitment to customer satisfaction.

  Thank you for your understanding.

  
  Sincerely,

  DebtHelpers.ca

  Customer Answer

  Date: 07/03/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:09/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did an inquiry into a debt situation I was having and contacted "Debt Helpers" in Oct 2021. I continue having communication with this company as in March 2023 with regards to taking money from me and doing nothing to solve my situation. I was required to pay $4,500.00 in monthly installments and was told they would only help me if I paid them money. I was required to submit documentation of various different creditors, taxes and other documentation. I didn't submit any documentation to Debt Helpers. I had explained to Debt Helpers that I was recently widowed and had outstanding issues with my late husband's estate that was tied to the mortgage and house that was in his name. I emailed the manager of Debt Helpers "Ally T." requesting a full refund of my money. However, Ally T. believes Debt Helpers has made this statement "extensive administrative costs were incurred from our end". In my reply to Ally T.'s email on April 14, 2023 I requested an itemized account that was done on my account. To this day my request has not be answered. Emails will be provided on request.

  Business Response

  Date: 17/05/2023

  Dear ****,
  
  We appreciate you bringing your concerns forward and are committed
  to working with you to resolve any issues you had with our services.
  
  Based on a full review of your file we see that you joined
  the program in November 2021. You consulted us looking for a solution to help
  you to become debt free. At this point because of your income and credit your
  best option was to complete a proposal. You made payments from October 30th,
  2021 until January 13th, 2022. During this time you expressed your
  interest to refinance, but after going over the numbers you decided to continue
  on with DebtHelpers.ca.
  
  Through this time we provided consulting services regarding
  your financial situation. We had numerous phone calls and other forms of
  communication in order to prepare your file for signing. Majority of the work
  was complete with only supporting documents left to finalize your file. After many
  phone calls trying to collect the remaining documents from you, you stopped
  responding to us until July 2022. Based on the agreement you entered into and
  based on the amount of work preparation on your file we decided against a
  refund.
  
  Although it goes against our policy, because you have
  expressed no further interest in moving forward with the program we have
  authorized a refund of $2250.00 as a sign of good faith. Should you accept this
  refund we can have it returned to you promptly through email money transfer.
  
  We hope that you find this satisfactory based on the facts
  provided.

  Customer Answer

  Date: 23/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Debt Helpers has not provided me with an itemized Statement of account for "work rendered". Additionally, I would like to be provided Debt Helpers' Business Number and GST/HST number. As per Payment Schedule confusion remains as to whether GST/HST was applied to my account. 
  
  
  
  Sincerely,
  
  
  
  **** *********

  Business Response

  Date: 08/06/2023

  Dear ****,
  
  We appreciate your response.
  
  Based on the contract that you signed with us here at
  DebtHelpers.ca, you paid us for ongoing consulting services. Your initial
  consultation and many phone calls with representatives here who gave you advise
  and prepared documents on your behalf to get the proposal underway. The
  agreement that you signed on November 1, 2021 states that at this point there
  is no refund but we have offered in good faith, to return a portion because you
  did not sign the final proposal documents. You can find details noting the HST charged on page 2 of your contract. The 50% refund is all we are willing
  to offer, once confirmed we can have this returned promptly.

• Initial Complaint

  Date:03/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got involved with debt helpers just before Christmas because I thought this was a good solution for me. The whole process was a bit pushy, because they would consistently call or text me to sign papers for a one on one appointment. But the following month I decided not to go through with it because of other means. I have paid them over 2000 because their consistent badgering everyday with calls or texts. Now that I want a refund I can't hear from them. No text no calls.... and the last call I had with them, they told me upper management won't allow my refund because paperwork was already done. I'm confused on how paperwork could cost over 2000 when nothing else was done, like calling and dealing with my creditors and supposedly going to court which would be understandable if that had happen. Now I'm in limbo and feel like I've been ****** ******* and put in more debt because of no REFUND!!!! THIS IS NOT RIGHT!!!

  Business Response

  Date: 16/03/2023

  We appreciate your feedback and are sorry to hear that you are displeased with the services received.
  The goal of our program is to help people in situations such as yours and we always work to ensure that the process of finalizing this program and securing your savings is done as quickly as possible.
   
  In our conversation last week, we were taking the time to review your file in further detail and would email back with further information shortly. The email was sent to the address confirmed during our call on March 7th, 2023 and outlined the services that we have completed. We also included a copy of our Engagement contract which outlines our Refund Policy on page 3. **Please note, that the contract included in your complaint is for another company – the image indicates that this information is for ************** whereas our company is called Debthelpers.ca.
   
  Although we have completed the work on your file, in its entirety, and nothing has been done wrong on our end, we have been able to approve a 50% refund for your file as a sign of good faith.
  Should you be agreeable to this, we can have the funds sent back via email money transfer promptly.

• Initial Complaint

  Date:23/11/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was seeking help regarding my debt
  There’s no action was taken since I was told I didn’t have to reveal certain information but within the time of me backing out because I seemed government support program I found out I must reveal all debt information and they were misleading me
  Since then the debt helpers has decided to keep my money and not refund me the amount that they did absolutely nothing for me
  
  Ism seeking this refund back

  Business Response

  Date: 15/12/2022

  This consumer engaged the services of Debthelpers on Oct 17th 2022 and began work on file immediately and had assigned to personal administrator by Oct 20th.

  And although we still strongly believe that it is in the clients best interest to have continued with the program and take advantage of the savings, it is ultimately her decision. 

  Prior to receiving notification of this complaint with the BBB,  We reached a mutually agreeable refund and release with this consumer. *** ********** ******* **** **** ********* ****** *** ** ********* *** ** *** **** **** ** ******** *** ******** ***** ** ********* ** *** ****

   

• Initial Complaint

  Date:08/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started my contact with DebtHelpers at June this year and I signed our agreement at 6/14/2022. On July 19th this year, a payment of $376.67 was made to DebtHelpers. I lost my job and was unable to make the payments hence DebtHelpers decided to close my account on August 26, 2022 which I understand because I was unable to make the payments. The agreements that I signed said the following about their refund policy
  "REFUND POLICY: In the event that the client cancels this agreement. All sums paid to DH shall be
  forfeited as liquidated damages and all guarantees, warranties, liabilities, and responsibilities contained
  herein will be null and void and all of DH's obligations herein will cease and be at an end."
  To give a bit of context, I was talking to a lady named Olga which was a very nice person and helped explained to me how the program will be. I asked Olga multiple times throughout our interaction that the process towards the program will only begin after a third of the full payment is made (1/3 of 2260). When they closed my account I asked for a refund because First, they were the one who closed my account which I understand. 2nd, no service was technically rendered because I was only able to make the 1st payment of $376.67.
  
  A person called Jay told me that they won't be able to do the refund because they already started the process towards my account which I acknowledge but they didn't let me know of this fact, I asked multiple times and was told that process would only begin after the second payment of $376.67. Now they're telling me that I can't get a refund because they started the process which was against what I was told and I was not even aware that they already started the process. I told them that I wouldn't usually be this adamant about a refund, it's just that I have rent to pay and I will be getting kicked out if I cant pay it and that's why I am really desperate for my money back.

  Business Response

  Date: 07/11/2022

  This consumer is accurate in regards to the timeline of when his file was opened and closed at Debthelpers. It is also correct that this consumer made a payment of $376.67 on July 19th 2022. However the assumption made by the consumer that no work had began on his file is incorrect. Work commenced on his file the day he made first payment to us. We had multiple conversations with ********* on his behalf in regards to his outstanding loan with them. As such with all the work that had already be done on his file this customer was not entitled to a refund in this case.

  Additionally we feel this complaint should not reflect on our profile as this consumer has reactivated his membership with our organization and arranged to finalize his process.

  If you require anything further, please contact ****** at Ext.***