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:08/03/2022

  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 enrolled in a debt settlement program which did not work out for me. I discontinued the program and asked for a refund. I never received my refund. I contacted the company and was told they mailed the refund check totaling $3,785.10 on 7/11/22. I asked them to cut me another check and they said we have mailed your check on 7/11/22. I was told when I discontinued the program I would receive my refund within 14 days so Ive been looking for it in the mail every day but nothing has come to me. I need help resolving this issue as well as need my money to help resolve the debt that they only made worse! Thank you for your time.

  

  Business Response

  Date: 08/05/2022

  ****,

  As you know your refund check was cancelled and the refund was sent to your bank account on 8/4 which was successfully received. Please let us know if you need anything additional.

  Thank you,

• Initial Complaint

  Date:07/29/2022

  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.

  My wife and I reluctantly entered the program after being told that all of our debts would be paid in full once we made payments for 7 months. We were considering bankruptcy along with trying to make arrangements with our creditors ourselves. The individual I spoke with was ********************* ** and he assured us that SNF was our best option because after 7 months our credit would be re-established. He told me the debts would be settled and we would just continue making the payments to SNF, stating they would loan us the money after they seen a steady flow of income on the payments. He gave us his cell number and work number and said he will continue to be our point of contact throughout the process. Everything he said was a lie. After 2 months of not hearing a single thing, we got nervous and continued to call both numbers he gave and sent several text messages. We got no response so I called into Start New Financial. I was very unhappy and tried cancelling out of the program. There is no way to request cancellation even when you call in. They say they will cancel you, but it doesnt happen. Theres no form online and they tell you to wait for a text or email to confirm cancellation. Nothing ever comes. While I was waiting for my cancellation text, I got sued again and Ive been trying to prevent wage garnishment so I got scared and spoke with a different person at SNF. Once again they smooth talked me into believing they were trying to help.Here I sit 6 months later, with multiple lawsuits and wage garnishment while they have close to $3,000 of my money locked up and no way to cancel out of the program. I have called multiple times and have been hung up on for no reason and told just to wait for a text that never comes. I am trying to work with a lawyer to prevent further garnishment and lawsuits, but I need my money back. My experience with this company has been horrendous. I was trying to do the right thing and pay my debts. SNF scams people when they are down.

  

  Business Response

  Date: 07/31/2022

  ****,
  
  First and foremost we apologize for a less than pleasant experience. You enrolled into a 54 month program term and have successfully made 5 monthly drafts out of the 54. We do advise clients upon enrollment that clients typically see their first settlement within 3-7 months upon enrollment. Unfortunately, during your first few months in the program you received a summons on your Citi/Best Buy account. Unfortunately, a summons can occur during a debt settlement program,  but we handle the account just the same and provide settlement options on the account. We have obtained settlement options on this account and can move forward with accepting this settlement with your approval if you'd like. However, we understand if you would like to cancel and receive a full refund. A cancellation text and email has been sent to you. If there is anything we can do on top of settling your summons or cancelling your account please let us know.
  
  
  Thank you,

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17644467
  
  I am rejecting this response because: I have tried to opt out of the program and they will not refund me. I received a text asking me if I want to opt out and I confirmed. Im still awaiting my refund.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/13/2022

  ****,

   

  Your file was cancelled on August 1st 2022, on the same day your refund check was mailed to:

  719 ***********************, ******, ** 49870

  The bank shows the refund check was delivered, but not cashed. We will cancel this check and send back the refund via ACH.

   

  Thank you,

• Initial Complaint

  Date:07/11/2022

  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 signed up with a company name Debt Advisors to relieve me of some of my debt. I dealt with a young man named ED ******* he sold me on this debt relief company by telling me, at any time I want to cancel I can and I would receive a full refund.LIES. After starting with debt advisors my account was sent to Start New Financial after being with them for a year (they did not settle all of my debt) and thousands of dollars later I decided to cancel this program. and of course they would not refund the money if had left in escrow $797.00 or the money they took (over $2000) and not even settling all my debt.

  

  Business Response

  Date: 07/11/2022

  *****,
  
  It seems you are missing some important facts about the status of your file. You enrolled five debts into the program totaling $21,192. As of today three of your five debts have been settled or are in active settlements which is eliminating $16,447.13 in debt between the three debts. Cancelling your program during active settlements is not something we advise. Please contact customer service to go over your ********************** details. 

  Thank you,

  Customer Answer

  Date: 07/12/2022

   
  Complaint: 17549719
  
  I am rejecting this response because:I was told at the beginning of the deal that I could cancel at any time and receive  a refund. and now I need to cancel and am not able to receive a refund of $797.00
  
  ********************************************

  

  Business Response

  Date: 07/14/2022

  *****,

   

  Yes, you can cancel at any time and if we never used funds to pay on settlements you would be entitled to a refund of whatever monies accrued in your escrow account. However, we have made settlements on your behalf and have paid 3 of you 5 creditors. We are in the process of closing your account, but unfortunately there is no refund due to the three settlements.

  Thank you,

  Customer Answer

  Date: 07/20/2022

   
  Complaint: 17549719
  
  I am rejecting this response because:Two of the accounts you claim to have settled ****************** were both charged off in 2021. one in August and the other in November by the creditor and you continued to collect money from me for those accounts. So I would like a refund for the money you erroneously collected on 2 credit cards that were charged off.
  
  ********************************************

  

  Business Response

  Date: 07/21/2022

  *****,
  
  You are correct, both of your **************** accounts were charged off prior to settlement. A charge-off means a lender or creditor has written the account off as a loss, and the account is closed to future charges. It may be sold to a debt buyer or transferred to a collection agency. This is something we expect to happen, and we go the charge off process upon enrollment, it is to be expected when enrolling in a debt settlement program. Both accounts were still placed in settlements.
  
  Thank you,

  Customer Answer

  Date: 07/26/2022

   
  Complaint: 17549719
  
  I am rejecting this response because:once the debt is charged off, the company accepts that they are not going to receive monies owed, but you kept extracting money from my account for that debt. I don't owe you for the debt, I owed **************** and they charged it off, so start new financial should not have collected any more money for this debt. and I have three other accounts that you have not settled as of date, so I do not owe any money for those accounts because I stopped the program. So I am definitely owed this money back from your company.
  
  ********************************************

  

  Business Response

  Date: 07/27/2022

  *****,
  
  That is not accurate information. A debt is not erased or eliminated just because it is "Charged Off" by the original creditor- The debt itself is still owed. Start New Financial only takes a fee when a debt is settled. This information can be found on page 5 of your contract. Again, there is no money owed to you.

  Customer Answer

  Date: 07/27/2022

   
  Complaint: 17549719
  
  I am rejecting this response because:This is not what **************** says. they charged it off , I no longer owe themes the debt is settled. IDO NOT owe start new financial for this debt. I would like my Money back. 
  
  ********************************************

  

  Business Response

  Date: 07/28/2022

  *****,
  
  You have incorrect information. Again, Start New Financial isn't collecting on behalf of ***************** We are entitled to a fee when we settle a debt, which is what we did. 
  
  There is not a refund due, and we are not collecting anything from you or on behalf of *****************
  
  

  Customer Answer

  Date: 07/31/2022

   
  Complaint: 17549719
  
  I am rejecting this response because:once again your information is incorrect and also a LIE, and different from your other response.  You collected your fee and even more. You did NOT settle all the debt I sent you, you didn't settle any of my debt. **************** charged off my debt. You collected over $7000.00 from me starting in April 2021.you collected over $2000.00 for yourself and then kept collecting $590 a month for debt you NEVER settled. You owe me no less than $4000.00, and I want my refund.
  
  ********************************************