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:08/13/2024

  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.

  Jan of 2023 I opened this account. Everything was going fine but by April of 2023 I had to close down the account for hardship reasons. It was my understanding that the account was going to be closed and money would be refunded back to my bank account. Today I see an email from this company and decided to log into the account. It isn't closed!! There was $600 in the account not refunded to me that they have been charging a $9.95 a month fee this entire time. I want this account closed and the money refunded to me ASAP. I will also be filing a complaint with my attorney generals office for the shady business practices.

  

  Business Response

  Date: 08/15/2024

  Hi *****! 

  I see here on our end that we scheduled the refund of $600.00 to be processed on 08/16/2024. You will receive this in the next 3-5 business days.

  Please let us know if you have any additional questions! 

  Customer Answer

  Date: 08/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:04/25/2024

  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.

  In 2022 I signed up for debt assistance through JW Financial. November 2022 I received information that ********************* Debt was willing to settle. I signed documents agreeing to 3 payments of $551.00. Money was taken out of my bank account Nov/Dec/Jan. By February 2023 JW Financial supposedly sold my account to Clarity Debt Solutions and that is when I backed out of their program because it started reminding me of the Phantom Debt Collector Scheme Modus ************************************* Fast Forward to ****************************************************************************************** 2023 by way of JW Financial... JW Financial instructed me to change all the contact information over to them in order for them to mediate these debts without me being bothered. I have no idea what these people did or didn't do with my money. I do know that I am now being sued in an Indiana Court and JW Financial did NOT take care of any of the debt they claimed to make agreements with. Where did my money go? I would like a refund!

  

  Business Response

  Date: 04/29/2024

  Dear ******,

  We're sorry to hear about your experience with JW Financial. We understand your frustration and would like to address your concerns promptly.

  First and foremost, we apologize for any confusion caused by the transition of your account. We take matters like this seriously and want to ensure that your concerns are addressed thoroughly.

  To investigate the issue further and provide you with a resolution, we will be reaching out to you directly. This will help us understand the status of your account.

  Rest assured, we are committed to resolving this matter and ensuring that you receive the service you deserve.

  We appreciate your patience and understanding as we work to resolve this issue promptly.

  Thank you for bringing this matter to our attention, and we look forward to assisting you!

• Initial Complaint

  Date:03/19/2024

  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.

  Since June 16th, 2022 JW financials, we're withdrawing $326 monthly. They were to contact my credit card company and make an offer. Today is 3/19/24. None of my debtors were contacted thus far, I have never been able to see my online account although I have reached out several times to gain access, I've spoken to tech support and it's always an issue. Still unsuccessful. I've contacted them to inform them that 1. *********** charged off the account. They requested the letters, which I sent. Never got a response concerning that matter.2. I had a 2nd account with *********** it was the same as above. Nothing was ever negotiated although they informed me they would reach to them, but to no avail.3. The 3rd account was Discover, they informed me they reached a settlement but Discover never received any payment and charged off the account and I was furious.I reached out again, and told them to cancel both *********** account since they never even attempted a settlement. In November 2023, I called for a status, I requested the payments be lowered since I only had one account, they refused. I also requested in December to end these payments, and the customer service rep was not helpful, it felt like they were reading script. It's March 2024, no refund extended, no settlement and now Discover charged off the debt. I want my full refund back & will pay my own debt with my own negotiation with the offering letters they all have been sending. I want the payments to stop and want my entire refund from June 16th, 2022. I want this matter resolved expedited since the services promised were never rendered.

  

  Business Response

  Date: 03/27/2024

  Hi there *****! 

  We are so sorry to hear of your negative experience. We are more than happy to look into this for you to see how we can help resolve your concerns. I have forwarded your information to a supervisor. We will be reaching out to you directly so that we can pull up your account and help assist you with this promptly! We look forward to speaking with you. 

  Thank you! 

• Initial Complaint

  Date:06/06/2023

  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.

  ******************************* contacted them to help her get her credit cards paid off due to family medical issue and JW financial took her money but never got her credit cards payment plans set up even though several of the credit card companies had sent her offers to make deals to **** off and take less. Was instructed to leave everything to them but they did nothing. Called to cancel the service and they did not refund all of the money they kept $1800 and did nothing, nothing paid nothing and just took my money. I would like the money refunded that they took, because no service was provided

  

  Business Response

  Date: 06/07/2023

  Thank you for bringing this to our attention! The debt resolution process does take some time. We do work with your creditors directly, to come to an agreement with a settlement. We have made an attempt to follow up with you in regards to this complaint. Please call us back so that we can come to an understanding and resolve this complaint! Thank you! 

  Customer Answer

  Date: 06/07/2023

  I have called and was told that my $1800 wont be returned. No payments have been made on any of my credit cards I have canceled your service and just wish to have all of my money refunded. If there is someone specific that can and will handle the refund because the person answering the phone does not provide any help. I am an elderly woman and I feel this company has taken advantage and now refuses to just return all my money that they took from me. 

  

  Business Response

  Date: 06/08/2023

  Hi *******! 

  Since your settlement was not fully completed, and EPF was collected, a refund of $1,800 has been approved. We are scheduling the refund to your account and will be reaching out to you to confirm this. Please look out for a call from us! Thank you! Or you can give us a call and ask to speak with *****! 

  We are sorry for any inconvenience this has caused you but we are happy to resolve this for you! 

  Customer Answer

  Date: 06/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:04/10/2023

  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 have been working with this business for over 4 months. They continue to collect money from my account however, anytime I contact for a settlement update the day they will get back to me and never do. One of my accounts have already been closed due to non-payment. I requested a refund so I may pay my own debt and they couldnt find anyone available in that department. All I want is my money back so I can pay my own debt worry free. Please help me.

  

  Business Response

  Date: 04/13/2023

  Thank you for bringing this to our attention and giving us the opportunity to respond. Based on the client's account, our legal team already reached out to you regarding your concern and we already sent the *** for one of your accounts and get a smaller settlement for the other one that is currently on our expedited list.

• Initial Complaint

  Date:02/18/2023

  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.

  JW financial is debiting > ****/month from my bank account since August *******. they have debited my bank > 7000$ since August 14 2022. they have not started the settlement negotiations with Amex and BMA. I am about to be sued by **** and BMA now. I emailed them the letter from credit card attorney and collection agencies but JW /** clarify did not respond to my emails. I attempted to call but they hung up on me and after 8th attempt somebody answered after a really long hold. The rude person said we dont care if you are sued. If you want us to negotiate with them then pay us more! This is against their own contract. According to their contract they receive $****/ month from me for 60 month to settle all credit cards. They have been drafting from my bank account > ****/ month since August 14 2022 . Total >7000. Then I got an email after my phone call with them today saying : your first payment is 3/14/2023 for 60 month ! liars. They have been drafting >****/ month since August 14 of last year !If they dont start negotiation and they dont reach settlement with AMEX and BMA within the next few days Im willing to hire an attorney to *************************** / ** clarify. They are fraud . And I will complain to ********** attorney general.

  

  Business Response

  Date: 02/20/2023

  The customer enrolled and executed a debt resolution agreement with our company on 08/15/2022.

   

  This agreement states in Section B(v) Effects of Participation in a Debt Resolution Program that ...Failing to make your minimum monthly payments to your Creditors (a) will likely adversely affect your creditworthiness, (b) may result in unpaid, late, uncollected or charged-off entries on your credit report(s)... Before enrolling, the customer would have been made aware that while these missed payments can negatively impact her credit score temporarily, it should begin to improve as accounts were settled and paid.  It is important to note that the customers program is for *********************************************************************************************** her account as was reviewed during her enrollment. 

   

  Additionally, the client will be receiving a call from our upper management this week to answer all her concerns.

  Customer Answer

  Date: 02/22/2023

  I want complete refund of all funds withdrawn by ** financial / ** clarity from my bank account.

  which is $7000 to be deposited back to my bank account asap. 
  

  I am requesting urgent refund of $7000 back to my bank account. 
  And cancel the service. 

  

  Business Response

  Date: 05/05/2023

  We want to thank you once again for this correspondence. The $1000 monthly draft is in the legal service agreement executed when the client enrolled with ** on 8/15/2022.During the welcome call and the duration of the client's enrollment, the client was fully educated with the fees associated and how the process works. We did a thorough review of the clients account and all email communication is fully documented. Here at JW Financial Solutions, we make sure that we communicate in the most effective and sincere way possible; the recording that the client alleged in this complaint doesn't hold well with the internal audit from our quality assurance team. We apologize for any miscommunication. Lastly, Our legal team reached out to the client today 5/5/2023 and informed her that we are processing the $2,395.75 and should be in the clients account in 3 to 5 business days. We hope this answers all the clients concern. We wish her well in the future.

• Initial Complaint

  Date:01/20/2023

  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.

  8 months ago I was looking for help on my credit card debt they said they can help me the next month in July 5th they started taking money out of my account I was paying $290 they said that to get me where I need to be that I can pay $345 my credit hasn't approved one bit we down they also put there address on my credit report and on a credit card that I didn't ask them to add I just want a refund and get away from these people they keep asking for more money and haven't done anything to help me

  

  Business Response

  Date: 02/20/2023

  Our records indicate that management attempted to reach out to client numerous times to assist her with her concerns. We advise that client calls back so we can resolve this immediately.

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair 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 started an account with JW Financial on August 19,2022, **** was the representative. After a few days I called back on August 26th and spoke with **** to cancel the service for various reasons after overlooking the documents about the cancellation part to ensure it was ok to cancel without any issues. The representative attempted to get me to change my mind and i did not after him being very rude. The fine print stated at any given time you could cancel at anytime electronically, oral, or by mail. The person stated my account was canceled but I never received a cancellation email to confirm. Now as today on 01/03/2022 my personal bank account I see an unauthorized payment of $378.00 being drafted out my personal account without my consent. I contacted the business the same day asking to speak with someone about this matter at 10:55 am that morning. I did not receive a call back. I called back on the following day 01/04/2022 i spoke with a man for 12 minutes he stated he sees my account was canceled on 8/26/2022 and there is a glitch in the system and thats how my account was charged for that amount but I would be returned my money on that Friday, which was 01/06/2022. I then proceeded to ask how i was charged but no services were completed but also how my account was canceled last year and was never charged but now in ******************************************************************************************************************** the system, your account was placed on paused but its now canceled but the money should be back in your account no later than Monday, which is today 01/09/2023. I then requested to be sent a confirmation email of the cancellation of the service. The man denied that and stated his supervisor stated that they cannot do that or send me confirmation of the cancellation and my money would be returned no later than Monday. The called was ended. Nothing has been resolved and money has not been returned.

  

  Business Response

  Date: 01/12/2023

  A review of the customers account was conducted and revealed the following.  On 8/26/22, the customer notified our team of her intentions to cancel her account and the cancellation process was started.  The cancellation process immediately stopped any deposits from pulling from the customers bank account.  We apologize for any inconvenience the customer experienced from the technical glitch that recently happened. The full refund has been issued last 1/10/2023.

  Customer Answer

  Date: 01/14/2023

  My money was returned was on 1/11/2023. However I still have not been sent an official cancellation email confirmation from the business and since this happened 6 months after my account was cancelled I believe the business will take money out of my account again. 

  

  Business Response

  Date: 01/24/2023

  The file has been cancelled and a confirmation of such has been sent to the client multiple times.

  Customer Answer

  Date: 01/26/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:12/30/2022

  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 received a letter in the male that I was pre-qualified for loan to help payoff my debt, I spoke to ***** today 12/30/2022 after getting my information he quickly told me I was denied for the loan, however told me about a debt program I was excited yet hesitant as some of the questions I asked he would not answer, I had to speak to a second agent she too would not answer me directly what would happen with 2 of my credit cards that are closed and if takes them too long to work out arrangements, she only said we have legal help available this is after I already electronically signed the paperwork as ***** told me he would go over it in detail once its signed. I should have known, I had to get back to work, but I looked up the reviews and my concerns were valid. People said this company took funds but did not contact their creditors, I sent text to ***** that I want to cancel immediately, an underwriter called but I was at work he said would call me back at 4:45 AZ time and no call, I sent ***** text if they do not send me confirmation of cancellation i will file BBB complaint, instead they sent me Welcome email and log in info to go online which is very basic, I called the customer service number, you reach virtual receptionist who takes message still no call back.

  

  Business Response

  Date: 01/05/2023

  ** has investigated the client's claims and reviewed her file.

  It appears that there was an internal technical error on our side which caused the delay for her calls. 

  
  On 1/03/2023 the cancellation letter was sent to customer and our VP of Public Relations trued to reach out to client to inform her of the resolution and apologized for the inconvenience.

  JW strives to provide excellent customer service. If there are any further questions or concerns that she may have, she is invited to call our customer service department directly. Thank you for bringing this matter to our attention. 

  Customer Answer

  Date: 01/06/2023

  I received email from ***** from a company called Clerity about the way JE financial handled things and my BBB complaint now Im even more concerned about a scam and scared for my personal information including my social security number and checking account information I dont know how many DBAs this company has but Im scared now and very worried I work hard for my money and do not give any one of their subsidiaries permission to take any money from my checking account and use my social security number I want all information erased from their database immediately and proof of cancellation and deletion of my information in writing emailed and mailed to my home address!

  

  Business Response

  Date: 01/12/2023

  We regret you are not satisfied with our initial response. Regarding your concern about your information, rest assured that we don't sell nor save your information. We adhere to strict federal and state laws regarding a consumer's information.

  
  In addition, it should be noted that we have guided thousands of consumers through the path to financial freedom.

• Initial Complaint

  Date:11/22/2022

  Type:Product 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.

  On November 18, ************************************** that conversation it went to a debt relief and I had signed the documents. All night I couldn't sleep. On Saturday, November 19, 2022 I looked over the documents to cancel the agreement it said I can cancel at anytime electronically, oral or mail. On a another page it provided the address to send a letter, Notice of Cancellation and said within 3 business days. I emailed the support department, I called no one answered and I tried calling the guy who contacted me. No one was available on Saturday! On Monday, November 21, 2022 I finally reached a representative from **** Financial Solutions! She was nice and I gave her the file number, my name, and birth date. I told her about the emails I sent to their support department and she looked it up and said that she saw my email and the letter that was attached, Notice of Cancellation. She said she attacked and email to the support department that I wanted to cancel. When I hanged up I was feeling better. You see I don't need debt relief as all my credit and loan accounts are current and never made a late payment on any one of them either.Later on Monday around 5pm I get a text from **** Financial Solutions saying Congratulations your documents are processed and welcome! I called back to **** Financial Solutions and the same representative answered and I told her about the automated text saying that my documents are complete and welcome. She said she submit another email to the support department and that I will be contacted by them within 3 to 5 business days! Well that means by the time they call me they would have withdrawn from my account $580!!! This is a mess and I'm getting sick over this! My high blood pressure is out of control, my neck has this overwhelming tension and my stomach is giving me indigestion!I just want them to cancel this agreement. It is not for me. I just want out of this contract, now!

  

  Business Response

  Date: 11/28/2022

  Our review included all aspects of communications that took place with the customer., and believe management appropriately resolved the customer's concerns. The customer's account has been cancelled and proper documentation was provided. We apologize for any miscommunication. 

  Customer Answer

  Date: 11/28/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************