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:05/14/2024

  Type:Order 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 enrolled in their program and scheduled to be finished June 17, 2024. Last month I called and made sure I was still on track and got a early payoff amount. I had them setup a auto draft to pay off balance. The payment cleared the bank and I celebrates paying off over a four year debt. Well today Start New Financial called wanting more money because a credit claims they never accepted a offer from Start New Financial. Start New Financial tells me they made a agreement with Global over the phone. So basically Start New Financial has been sending Global my money without a signed agreement and now wants another $747.00 from me to cover their mistake. I made my payments on time each month and never had any extensions. I even paid off early with a balance given to me by Start New Financial. This is wrong in so many ways and it should not cost me a dime.

  

  Business Response

  Date: 05/14/2024

  Hello ********************** - Thank you for providing this feedback and giving us an opportunity to respond.  We'll promptly resolve this issue in a way that will not result in any further cost to you.  Thank you for your patience and we sincerely apologize for having raised this concern.  

• Initial Complaint

  Date:04/26/2024

  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 called in to make a payment due to unsufficient funds a couple days after the due date, on 4/18/24. My Capitol account was closed the day after I called in to make a payment. A week later on 54/26/24, I received a text message stating that a settlement was finally agreed on. I called in after receiving the text and was informed that my account was closed last week. This company failed to notify me that my account was closed. I requested to speak to "upper management", However, the representative stating that she was a supervisor and would put in a request for another supervisor to call me. I received a call at 1:39pm from another supervisor who informed me that nothing could be done and that my balance in escrow was refunded to me. My balance was refunded to me with the company taking $2373.25 for fees. He made it clear that this was part of the contract, however, I was not notified of the account closing even while I was on a call with one of their representatives who was taking a payment from me over the phone. I do not feel that they have provided me the service that I signed up for. They failed to inform me of my account closing. I do not feel like they are allowed to take all of the $2373.25 because I was unaware of this situation. I asked to speak to upper management, which the supervisor mentioned the decisions were made through them. I requested the supervisor to provide me with their information. He refused to provide that information and stated that "this was as far as I could go.". He stated that an email should have been sent and that it is an automatic service and that sometimes emails don't get sent. I asked him how it was my fault that the account was closed when I called in the previous week to address the payment issue, Information was withheld from me and there was no communication on the company's end via email. They failed to inform me the day I called in to make a payment. I would like their service fee refunded to me, if not half of it.

  

  Business Response

  Date: 04/29/2024

  Hello **************** - We apologize for the confusion; we could have communicated the closing of your account more effectively.  Wed like to be able to honor your refund request, but the reason we dont is due to the nature of our mutually accepted program terms.  Please understand that the closing of your account was the result of several previously missed/delayed deposits (December 2020, November 2021, December 2021, June 2022, and February 2024), not just the most recent incident in April 2024 which your complaint referenced.  The success of your program depends in large part on your ability to consistently make the agreed upon monthly savings deposits into your account.  The scheduled settlement payments that we arrange with your creditors are dependent upon your timely and consistent monthly program savings deposits, and so when there are lapses it creates a situation where settlements are cancelled and often unrecoverable.  While we are not excusing our less than perfect communication, the end result is the same in that we feel Start New Financial, in good faith, honored the terms of your executed Enrollment Agreement.  We'll have a member of our upper management team reach out to discuss further, give you a better understanding, and hopefully clear the air.  Thanks for giving us an opportunity to respond.

• Initial Complaint

  Date:03/15/2024

  Type:Order 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 $419 starting in 6-1-2020 and finished 12-15-2023. I never missed a payment and paid a total of $17598. Today, a woman from Start New Financial called me and told me that they need to draft an additional $419 for 17 more months. If I had been told this from the beginning, I would never had agreed to the terms of this arrangement. What is to stop them from taking the additional $7123 they are requesting and then asking for more? This is obviously a scam.

  

  Business Response

  Date: 03/15/2024

  Hello ******************** - Thank you for reaching out and giving us an opportunity to respond.  We can confirm that you've been a client with us since June 2020, and so we want to thank you for your loyalty.  Since it has been some time since your enrollment, it's understandable that you may have forgotten that we did communicate with you that your 42 month program was/is an estimated term length.  This information was communicated in the same Enrollment Agreement that you attached to your complaint.  The reason our program term lengths are estimated is simply because we can't predict or guarantee how demanding some creditors will be in their negotiations.  As much as we love our clients, we want our relationship with them to be as short as possible, because we want to resolve their debt as quickly as possible.  Unfortunately, creditors tend to take the exact opposite approach in that their business model  - they want to keep you in debt as long as possible.   Please understand that we sincerely share your frustration.  We have nothing additional to gain by extending your program.  Moving forward, money that you contribute to your program is for the sole purpose of finishing the job we started, and that is to resolve all of your enrolled debt.  If we have not properly explained this, please feel free to call us and speak further with one of our friendly Support Representatives.  We want you to have a pleasant experience with positive results.  You're almost there :)

• Initial Complaint

  Date:02/17/2024

  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.

  About two years ago, we signed up to consolidate our credit cards bills for $14,000. At the time, I was paying them on time with a good credit report. I paid the debt off one year ahead. The contract was for four years. The selling point for joining this company is because they Guaranteed that my credit score would stay intact. They lied! It took them 3 months before they even started negotiating. Although the full amount has been paid, my credit is ruined! Also, the comments on my record will not allow me to use credit for 7 years, just like bankruptcy. I explained that I wanted to purchase a home. Those dreams are finished with a terrible credit report. Ive written and called for help to no avail.

  

  Business Response

  Date: 02/17/2024

  Hello **************** - Thank you for expressing your concerns and for giving us an opportunity to respond.  The appealing aspect of our debt resolution program is that consumers enjoy the opportunity to resolve significant amounts of debt in a relatively short period of time.  In your case, $14,000 worth of debt was resolved within approximately ten months.  Please understand that we are not a credit repair organization, other than to the extent that we recognize that an individual's credit profile is a reflection of a consumer's debt.  Likewise, our program is not a bankruptcy provider.  On the contrary, we are an alternative to bankruptcy.  Your complaint mentioned that you've written and called for help.  We can't find any records of attempted communication from you since we last spoke on 9/28/2021.  We'd enjoy the opportunity to discuss with you and perhaps even shed some insight and positive light on how you are perceiving your credit situation.  We sincerely believe your situation may be much better than what is your current outlook :)

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21307968
  
  I am rejecting this response because: Your company took too long to reach out to my creditors to seek debt resolution.  Please remember, my credit score was 600 + when we started the process.  The promise was to keep it high, and to raise it higher.  None of that happened.  Your lateness of 3+ months to the negotiation table is what destroyed  my credit.

   

  I would have done better to continue paying the monthly, with a little extra all was paid off and still have the ability to use my credit cards!  

  Please, would someone review the terrible remarks listed by every creditor -creditors will now offer higher rates, higher fees and terms.  What about the fact that my credit score was perfect and on-time while in the program.  Now I can't buy a piece of bread with credit for 7 years.

  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/01/2024

  Hello **************** - Thank you for your response.  Our program's focus is to help consumers resolve their debt within a reasonable time frame.  We understand that "reasonable" is a subjective term but we believe it's an accurate term when compared with the alternative of attempting to resolve a debt by making minimum monthly payments required by creditors.  Many consumers might make payments to their creditors for 15+ years and still not see any significant reduction in the principal balance owed.  Please understand that we are not dismissive of your comments and concerns.  We simply are focusing on the positive that a significant amount of debt was resolved in a very short period of time.  We think it's important to understand that a consumer's overall credit profile is significantly influenced by factors other than payment history.  The amount of debt owed (or not owed) is a critical piece of one's credit "worthiness".  Regardless, even though we believe that we achieved success with your program and met the conditions of our Agreement, we do sincerely apologize for and accept the fact that our program did not meet your expectations.  

• Initial Complaint

  Date:02/01/2024

  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 was told that they would resolve my credit debt but a bulk of the debt still exists and I don't know what to do.

  

  Business Response

  Date: 02/01/2024

  Hello ************************ - Thank you reaching out through the BBB.  Perhaps a misunderstanding here that can be easily resolved.  When you blocked two consecutive drafts into your program, our interpretation was that you were not interested in us assisting to resolve your remaining debt.  Your program was proceeding beautifully as we had resolved two (w/ the largest balances) out of your three enrolled accounts.  We'd love the opportunity to work with you to finish the job.  We'll have somebody reach out to help us get on the same page.  Take care.

   

• Initial Complaint

  Date:12/18/2023

  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 dont know where to begin by I enrolled in April 2023 and have made 8 payments of $1,066.73. I was promised that most accounts would be settled within 6 months of enrollment and on month 6 I may be able to qualify for a loan upfront to pay the accounts off sooner. 8 months later I received a summons on my highest account enrolled and while seeking support and guidance to handle and respond to the summons no one can assist me. I am now past the 30-day period to respond which puts me in a critical place and potentially having to pay more out of pocket. All because the company and people I put my trust in have me going around in circles and cannot provide proper directions and assistance. In the 8 months enrolled only one account has been settled and I am being charged extra fees by 3rd parties that I was originally reassured were all included in my monthly deduction. I am very upset, disappointed, and stressed it is beginning to affect my health. I have made the decision to cancel all my services with Start New Financial and have seeked legal assistance to help with my case. I was advised by Start New Financial that they will not return my funds because they have used it all to settle one account that is not completely settled. This does not make sense while I am being charged extra fess that I was promised I would not. To top it off they are stating that since I have cancelled my services it will completely void my current settlement. This is and has negatively impacted me and my family.

  

  Business Response

  Date: 12/18/2023

  Hello ************** - Thank you for your feedback.  We're genuinely sorry to hear that your experience in our program did not meet your expectations.  We try very hard at the onset of a client's program to communicate his or her program parameters.  For example, we present a written agreement that outlines the length of the program, in your case an estimated 60 months.  Among other things, the enrollment agreement also outlines program objectives, expectations, costs/fees, and also the potential risks and rewards.  We also conduct an introductory welcome call with the client where we verbally review the major discussion points within the enrollment agreement.  Start New Financial's client facing policies, procedures, and scripts do not state that a client's total enrolled debt will be resolved within 6 months.  This is not to say there isn't always room for improvements in our onboarding process.  Your feedback is very valuable in that respect.
  
  We have set up a refund of the funds to which you are entitled .  These funds will be returned to you in the form of a physical check that will be mailed to your home address.  The check is scheduled to process on 12/19/23 and will be delivered as quickly as the **** can make the delivery.  We do acknowledge your concerns and respect your decision to cancel our program.  We are sorry that we won't get the opportunity to complete your debt resolution program and show you the positive and tangible results that so many other clients have experienced.  Again, we apologize that we did not meet your expectations.

• Initial Complaint

  Date:12/17/2023

  Type:Billing 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.

  I had a debt consolidation loan with start new financial services that I paid off on 11/21/2023 the remaining balance of $2027. Due to my husbands death on 11/1/2023 I needed to become debt free immediately. As of December 15 start new financial took an additional $340.00 out of my account after the loan was paid off. I called the business to inquire why this happened. They informed me that one of their employees made a mistake on the pay off amount and I still owed them $72. There was no phone call to me or letter to me that there was a mistake done. Instead of just taking the $72 they took a full payment of $340.00. I feel as though it was a mistake of one of there employees and should be issued the full refund of the $340.00

  

  Business Response

  Date: 12/18/2023

  Hello ***** - Thank you for reaching out.  We recognize your concern and would humbly ask that you understand that our company would not intentionally cause you (or any client) such an inconvenience.  If it is determined that a clerical or mathematical error made, then our management team will make sure that proper steps are taken to prevent such errors in the future.  Management will also ensure that a precise reconciliation of your account is conducted so that any funds beyond what are contractually owed to Start New Financial will be refunded to you as quickly as possible.  We sincerely appreciate your patience in this matter and wish you the best.  

  Customer Answer

  Date: 12/24/2023

   
  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:11/27/2023

  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 used this company for debt management. I paid a total of **** for repayment of debts. 2 company where paid off. The larger of the account pay off should have been a little over **** for the repayment. Somehow the company stopped receiving payments from start new financial even though they contacted me and asked to increase my monthly payments. I eventually got a notice that **** of America was garnishing my wages for over 10k. Start new paid a little over 3k to **** of America and a little over 4k to pay off two other lenders. Start new refunding almost 3k. So basically i paid the 13k to help pay off debt and another 10k to **** of America. They completely dropped the ball. The explanation given was the **** stop accepting payments it's not their fault and the **** states they did not receive payment and there is not a way for the system to refuse payment. Start New completely refuses to help and would not allow for me to speak with management to escalate. I started. The program after my husband died and I feel they took advantage of my situation and robbed me out of the money I paid faithfully for over 4 years

  

  Business Response

  Date: 11/28/2023

  Hello ****************** - Thank you for taking the time to provide this feedback.  We respect your feelings and we don't want to make things worse by arguing or by trying to dispute your comments.  Upon reviewing the notes from your file, it does appear that you spoke with a Start New Financial supervisor on several occasions.  Based on your current complaint, it seems you were not satisfied with our supervisors' explanations of events.  Upon even further review of your file, there has been no detection of anything that would change what has already been explained to you.  Again, we sincerely do respect and appreciate your point of view, yet at the same time we humbly stand by our original position.  We wish you well.  

• Initial Complaint

  Date:07/26/2023

  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 started this debt relief program in November 2022. I paid them $466 a month, totaling 7 payments equaling $3,262. They were supposed to negotiate a deal to pay the debt I have with 2 credit card companies. One of the companies reached out to me in a last attempt to make a deal with me personally before they took me to court over it. After 9 months of paying start new financial, no agreement was ever even attempted to be made with this credit card company. So I made a deal with them myself to personally pay them back. I then reached out to the other credit card company I have a debt with and they told me that start new financial had refused 3 different offers to settle the debt with them. I then wanted to do the same thing I did with the other credit card company and just make a deal with them myself. In order to do that, they told me I had to cancel my program with start new financial. So I did, and asked for my money back that I had been paying them to do nothing with. They offered me a refund of only $928, stating that the same day I canceled that they made a deal with one of the credit card companies and that they then took their settlement fee from my money. After contacting the debt collection associated with that credit card company, they told me there was never a settlement made between them and start new financial. So they lied. I have been repeatedly calling start new financial to inquire about this and they keep leaving me on hold and every time it lasts for 15min, the call gets dropped. This keeps happening and I am getting no answers from them. I also found out there were hidden fees that they were taking out of the money I was paying them monthly, for services I did not need or have to use. This company has been VERY misleading from the start and not clear or good at disclosing ALL information about the program or how it works. I have seen many complaints about this company for similar reasons on BBB. I want to be refunded ALL of my money!!

  

  Business Response

  Date: 07/26/2023

  Hello ****************** -

  Thank you for reaching out and expressing your concerns.  It seems that there are a few misunderstandings that we're happy to clear up here.  Third party banking records indicate that you made a total of six monthly program payments on 12/2/22, 1/2/23, 2/2/23, 3/2/23, 4/2/23, and 7/2/23, totaling $2,800.14.  Documentation is available upon request.  On 7/24/23, you contacted *************** (third party bank) and closed your account, without our knowledge.  This is acceptable, as of course you may cancel our program at any time, but the preferred cancellation procedure is that you contact our company (Start New Financial) directly so that we may be aware of the cancellation.  As we were not aware of your cancellation we were working on settling your enrolled accounts.  Coincidentally, on the same day you cancelled with ***************, we agreed to settlement terms with ******* Associates (Discover's agent).  The first payment for the settlement had been scheduled to process on 7/26/23.  We have documentation of the settlement terms and settlement approval by *******.  It is entirely possible the retail ******* representative you spoke with communicated with you that no settlement payment had been processed at the time you were speaking, that would be true.  It is also entirely possible that the settlement had not yet been entered into ********* retail side of their system, and so the representative that you spoke with could not see the information.  On a monthly basis, Start New Financial settles hundreds of accounts for hundreds of clients with ******* Associates, and so our communications with ******* Associates could very easily be held/stored in a different channel.  Of course, as we became aware of your cancellation through ***************, we cancelled the settlement and any associated fees.
  
  We did not lie and would not lie to a consumer.  We respect your position and opinions, but we humbly feel as though we have honored and performed the duties that are outlined within our Enrollment Agreement.  Yes, we have complaints with the BBB, as do all companies that are registered with the BBB.  Fortunately, we also have hundreds of positive reviews and an overall A+ rating.  Regardless, your client satisfaction is our number one goal and we sincerely apologize that you are unsatisfied.  We hope the above explanation and clarification leaves you with a better impression.  In the meantime, we have issued a refund of all of your funds (three physical checks mailed to your home address, totaling $2,703.39), minus the monthly service charges administered by *************** (9 x $10.75).  We are not responsible for charging or reversing those fees so if you like, you may contact *************** directly to discuss a potential refund of those funds.
  
  Have a great day, take care, and we wish you all the best!...

• Initial Complaint

  Date:07/05/2023

  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.

  On September 3, 2022, I contacted start new financial to see what assistance they could offer me in resolving credit card debt. I spoke with *************************** who told me they could help me, and it would take approximately 4-6 months to negotiate lower balances and zero interest rates on all my credit cards. I have paid them $472.14 each month since September for them to put in an escrow account for me. I was told nothing would be charged until resolutions were made yet I am getting charged $27/mo on the escrow account. I have kept up my end of this contract and they have not. **** does not return my calls anymore and any time I call their ************ number all I get is someone just reading the same script to me of how it sometimes takes longer than expected. When I ask to speak to their supervisor they say they dont have any. My credit score has dropped over 200 points and my cards are accruing all kinds of fees and interest, because this service has taken twice as long as they advertised. I need the job I contracted them for to be finished by September 2023, or I need them to refund all the payments I have made to them and they need to reimburse all the monthly fees.

  

  Business Response

  Date: 07/06/2023

  Hello **************** - Thank you for taking the time to express your concerns and for giving us an opportunity to provide further context.  We take all consumer feedback very seriously.  As such, your comments have been escalated to our company's highest levels of management for review.
  
  Our program is generally designed to resolve all of a consumer's enrolled debts within an estimated ***** month time period, depending on what the consumer can afford.  Perhaps the 4-6 month period that you are referring to is the estimated time period when our clients usually experience their first account resolution.  So for example, although it may take 48 months to fully resolve six enrolled creditor accounts, it may only take 4-6 months to begin to see progress, i.e. the first account is resolved.  As much as we would like to promise or guarantee settlement timelines and/or settlement percentages, it is simply impossible to do so.  There are simply too many variables and unknowns.  We have been in negotiations with several of your creditors, to the point of gathering settlement offers, but we feel the settlement offers aren't necessarily in line with what we ultimately hope to achieve.  Our job is to try and save you as much money as possible and so the first offer we receive isn't always the best offer and/or the one we accept.  
  
  Start New Financial does not charge/collect any fees until we show you a tangible result, i.e. a settlement on one of your enrolled accounts.  We have upheld this policy.  At the time of your enrollment it appears that you chose to enroll with Evergreen Prepaid Legal.  Evergreen Prepaid Legal is an independent company which offers a separate program.  Evergreen charges a fee of $27/month in exchange for discounted legal services.  Although Start New Financial doesn't necessarily endorse Evergreen, we have found that enrollment in their program serves our clients well.  In ******** terms, the Evergreen plan acts as a safety net in the event that a consumer needs legal assistance either associated with our debt resolution program, or even outside of their debt resolution program.  
  
  Start New Financial is a debt resolution company, not a credit repair company.  This is not to say that we don't understand or appreciate your concern for credit.  Our perspective is that the challenge for many consumers is not a credit challenge, but rather a debt challenge.  We believe that an overall strong credit profile is more impactful or significant than a strong credit score.  Credit scores may be deceiving in that a consumer may have a high credit score (primarily due to on time payments), yet at the same time they may be buried in tens of thousands of dollars in debt, with most or all of their credit cards at or beyond their max ************ We believe that good credit starts and ends with less, or even better, no debt.
  
  We would sincerely love the opportunity to continue to service your account and finish the job you hired us to complete, and that is to resolve all of your enrolled debts over an approximated 48 month time period.  We're confident we can meet the expectations set forth in our agreement with you, and we humbly ask that you'll give us a chance.  We've graduated thousands of clients from our program.  Many of these clients had similar questions and concerns.  We hope this information/explanation is able to provide comfort and further transparency and we're excited to help! :)
  
  
  

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20276919
  
  I am rejecting this response because:
  None of this was explained to me by **** when he signed me up for the plan. He never asked me if I wanted to sign up for optional Evergreen for discounted services or not. He said everything would be paid off in 48 months! He told me negotiations for a settlement would only take months not years!. I have been calling for months and no one ever gave me this information. I would have never signed up if I thought it would take 4 years for you to negotiate for me! I want all my money back. The total is $5193.54.

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/17/2023

  Hello **************** - Thank you for your response.  Please confirm your desire to cancel our program.  Upon receipt of your confirmation we can process the return of your full funds.  A physical check will be mailed via the **** to your home address.