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:02/27/2025

  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.

  paid december $519and janauary $519 then cancelled the service on february but did not receive the refunds they said 7 to 10 days i cancelled on the 7th and today is the february 26 and still nothing

  

  Business Response

  Date: 03/07/2025

  Hello,

  We apologize if there was any frustration in the refund process. Your refund shows it cleared yesterday, March 6, 2025. Depending on your banking institution, it may take up to 5 business days to reflect back into your account. Please see the attached document that shows the refund has processed. We wish you the best of luck! 

   

  Best,

  Level Debt

  Customer Answer

  Date: 03/07/2025

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

• Initial Complaint

  Date:02/13/2025

  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 chose this debt relief company, because of their advertisement and they really truly sounded legit, I signed the agreement November 11, 2023, they started deducting 501. 85 out of my checking account until I stopped the last payment was August 29, 2024, I was mislead and this is another SCAM that I fell for they promised to reduce my debt and contact all my creditors within 3 months that did not happen, every time I called I was told they are working on it. I asked where is my money going and finally I was told they had to get their fee first and I was never told this in the beginning, I would have never used them. I've had creditors continuously call for over the last year being harassed and now being sued because I was tricked. I am now on a fixed income with Social Security, with health issues. Please help I want my money back I was deceived.  

  

  Business Response

  Date: 02/17/2025

  *****,

  We wanted to take a moment to address the concerns you raised and provide clarification regarding the status of your debt settlement program with Level Debt.

  
  To date, two of your four enrolled accounts have been successfully settled, securing significant savings for you:

  
  CITI Account: Originally owed $6,448, settled for $2,902.

  
  SYNCB/VENMO Account: Originally owed $9,018, settled for $4,323.

  
  These settlements have resulted in $8,241 in total savings, preventing additional interest and fees. Both settlements are on structured payment plans, meaning the settled amounts are being paid over time. If you choose to cancel your program, it may put these agreements at risk, and your creditors could reinstate the original balances, along with penalties.

  
  Your two remaining accountsHappy Money Loan and JPMCB Card, totaling $17,460have not yet been settled. Negotiating favorable settlements requires a strategic approach, ensuring that funds are allocated appropriately to maximize results. Not all creditors allow for immediate settlements, but our team continuously works to secure the best possible resolutions on your behalf.

  
  We have made multiple attempts to reach youthroughout your enrollment to provide updates and guidance, including monthly calls. However, you have only answered one call, on September 16, 2024. We are more than willing to go over your program details and address any outstanding concerns, but we need your cooperation to do so.

  
  Please contact us at your earliest convenience so we can discuss the next steps and work toward a resolution. Our goal is to help you succeed in this program, and we remain committed to assisting you in every way possible.

  Sincerely,

  Level Debt Admin

  Customer Answer

  Date: 02/18/2025

  I am rejecting this response because, my opinion is the exact same this company is deceiving, they are about making their money while your credit is destroyed, I was told in the beginning that my creditors would be contacted, and only one creditor was contacted ***** fargo, after several months being in the program. The resolution is I can continue with their program. I would not recommend  this company to anyone, you will be cheated out of your money.

  ******* *****

  
  

  

  Business Response

  Date: 02/21/2025

  *******,

  We wanted to take a moment to address the concerns you raised and provide clarification regarding
  the status of your debt settlement program with Level Debt.

  To date, 1 of your 5 enrolled accounts have been successfully settled, securing significant savings for
  you:
  

  ***** Fargo Account: Originally owed $16,294.01, settled for $6,517.60.

  This settlement resulted in $9,776.40 in total savings. That is a 60% reduction in what was owed &
  prevents additional interest and fees. This is better than what was estimated originally and a great
  start to the program! The settlement was on a structured payment plan, meaning the settled
  amount was being paid over time. Choosing to cancel your program put this agreement at risk, and
  your creditor could reinstate the original balances, along with penalties. We can easily reverse your
  cancellation at this point and get you back on track and work to settle your remaining debts and
  save you a substantial amount.

  We do not collect our fees first. In fact we can not collect any fees until we have done the work to
  settle an account and payments have begun going out to that creditor, and we can only collect the
  fees tied to that account. So we are essentially working for free in the beginning. This ensures we do
  what you hired us to do before we get paid.

  Your creditors were contacted directly following your enrollment however they wont settle for a
  reduced amount until they have gone without payment for a period of time. This is called the
  seasoning period and it is set in place by the creditor, not us. The collection calls from your creditors
  can be stressful but they are a normal part of the process and as we negotiate your debts, you will
  encounter fewer and fewer calls until they finally stop altogether.

  Unfortunately creditors do sometimes sue but we have an excellent legal team that works to get
  these settled as well. Given that you are on a fixed income with Social Security you are in a protected
  class and exempt from collection which gives us even more leverage when negotiating with
  creditors like these.

  Please contact us at your earliest convenience so we can discuss the next steps and work toward a
  resolution. Our goal is to help you succeed in this program, and we remain committed to assisting
  you in every way possible.
  

  Sincerely,

  Level Debt Amin

• Initial Complaint

  Date:02/07/2025

  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.

  Dear Better Business Bureau,I am filing this complaint against Level Debt and their third-party fund management company, Forth, due to mishandling of my debt settlement account, lack of transparency, and the unauthorized closure of my account. These actions have resulted in financial harm and significant stress, and I am seeking a full resolution to the issues outlined below.Background In 2024, I enrolled in a debt settlement program through Level Debt to help manage my uncontrollable debt. Level Debt utilizes Forth as a third-party fund manager, with the assurance that my payments would sit in a secure account until settlement negotiations were made with my creditors. Additionally, I was told that I could withdraw my funds at any time if I chose to leave the program.I made consistent payments twice a month, totaling $256 per payment, which equates to over $6,000 paid into the program over the course of nearly a year. Several statements indicate more than the two agreed payments for the month was withdrawn from my ********** September 2024, I logged into my account. To my shock, I saw that only $25 payments were being made to my creditors, and the total amount disbursed to creditors was less than $1,700, despite my substantial contributions. I emailed ***** requesting they provided me with all transaction records I asked for an explanation for the $909 payment that was not to my creditors only to receive a general reply instructing me to contact my representative. Request for Transparency and the Lack of Response Recognizing discrepancies in how my funds were being managed, I contacted ***** with a formal request in October 2024 and requested:1.A detailed breakdown of all transactions, including deposits, fees, and payments to creditors.2.Documentation of any settlement negotiations made with my creditors.Conclusion I will attach this full complaint since I am restricted to a specific number of characters. 

  

  Business Response

  Date: 03/04/2025

  ***** ******,

  We wanted to take a moment to address the concerns you raised and provide clarification regarding the status of your debt settlement program with Level Debt.

  To date, two of your four enrolled accounts have been successfully settled, securing significant savings for you:

  CITI Account: Originally owed $6,448, settled for $2,902.

  
  SYNCB/VENMO Account: Originally owed $9,018, settled for $4,323.

  
  These settlements have resulted in $8,241 in total savings, preventing additional interest and fees. Both settlements are on structured payment plans, meaning the settled amounts are being paid over time. If you choose to cancel your program, it may put these agreements at risk, and your creditors could reinstate the original balances, along with penalties.

  
  Your two remaining accountsHappy Money Loan and JPMCB Card, totaling $17,460have not yet been settled. Negotiating favorable settlements requires a strategic approach, ensuring that funds are allocated appropriately to maximize results. Not all creditors allow for immediate settlements, but our team continuously works to secure the best possible resolutions on your behalf.

  
  We had previously made multiple attempts to reach you throughout your enrollment to provide updates and guidance, including monthly calls. However, you have only answered one call, on September 16, 2024. We are more than willing to go over your program details and address any outstanding concerns, but we need your cooperation to do so.

  
  Please contact us at your earliest convenience so we can discuss the next steps and work toward a resolution. Our goal is to help you succeed in this program, and we remain committed to assisting you in every way possible.

  SIncerely,

  Level Debt Admin

  Customer Answer

  Date: 03/06/2025

  I appreciate your assistance in facilitating communication between myself and Level Debt. However, I am not accepting their response as it fails to adequately address my concerns.
  
  Reasons for Rejection:
  Failure to Provide Full Transparency: Despite multiple requests, Level Debt has not provided a complete, itemized breakdown of my payments, fees, and settlements. The documents they submitted were my monthly statements which are vague and don't explain anything. They have yet to provide a their fee structure and have not justified why the majority of my payments went to fees rather than actual debt relief.
  
  Excessive Fees with No Clear Justification: According to their own records, out of $5,754.21 that I deposited, only $1,329.89 (23%) actually went toward my creditors, while $3,776.98 (65%) was taken in fees. This disproportionate fee structure has not been explained or justified.
  Unauthorized Account Closure: I was initially informed that I needed to sign a form to proceed with the closure of my account, but I never signed anything. Despite this, they closed my account without my consent and issued a partial refund, without accounting for the rest of my funds.
  Failure to Provide Creditor Communication Records: I requested copies of all communications between Level Debt and my creditors, but they have refused to provide them. This lack of transparency raises serious concerns about whether they actually negotiated on my behalf.
  Harassment via Unwanted Calls and Texts: Despite my repeated requests for email-only communication, Level Debt has continued to call and text me, even as late as 10 pm at night. This ongoing disregard for my communication preferences is unacceptable.
  
  Now They Have Involved an Attorney to Belittle Me Instead of Answering My Questions:
  
  Instead of responding with actual documentation or transparency, Level Debt has now had an attorney, ******* ***** of Pinnacle Legal P.C., contact me with shrewd and dismissive language, defending the company while refusing to provide the information I have been requesting for months.
  His email begins with a condescending remark, stating:
  "I received your lengthy email response requesting your file documents. They are attached for your reference."
  
  This immediately undermines my legitimate concerns, suggesting that my detailed and justified request for financial transparency was excessive or unreasonable.
  He goes on to write:
  "Of course, no one can produce documents which may not exist just because a long email is drafted."
  
  This sarcastic and belittling statement implies that I am demanding something unreasonable when, in fact, I am simply asking for a clear financial breakdown of my own money.
  He also wrote:
  "No other documents are required by the contract."
  
  This is a clear deflectionwhether or not the contract "requires" them to provide documents does not absolve them from being accountable for financial transparency.
  His response, like Level Debts, fails to address my concerns and further suggests that they are deliberately avoiding full disclosure.
  
  I request that Level Debt:
  Provides a full, itemized financial breakdown of every dollar I deposited, their fee structure, including how their fees were calculated.
  Disclose all communication records between them and my creditors to verify the legitimacy of their services.
  Explain why my account was closed without my signed consent.
  Issue a full refund for any improperly charged fees.
  
  Until Level Debt provides a substantive response that directly addresses these concerns, I will not consider this matter resolved.
  
  Thank you for your time, and I appreciate the BBBs continued involvement in holding Level Debt accountable.
  
  Sincerely,
  ***** ******
  

  

  Business Response

  Date: 03/07/2025

  Ms. ******,

  As was previously communicated to you on multiple occasions by different individuals at our company, the relevant documents we've sent to you. BBB only allows us to upload 5 documents here. However, it's important to note that drafting a lengthy email or complaint does not create documents that do not exist. We encourage you to carefully review the relevant sections of the contract that both parties agreed upon, as it clearly outlines the applicable terms. No additional documents are required under the contract.
  Furthermore, please review the contract in light of the successful settlements reached on your behalf, which provided coverage and a significant reduction from the total amount originally charged by you.

  If you felt there was something that we were/are not providing, I would suggest at this point a phone call which you are refusing. It may provide further clarification on both ends. That doesn't seem to be an option on your side so we will continue to communicate electronically. 

  Wishing you the best,

  Level Debt

  Customer Answer

  Date: 03/12/2025

  I am rejecting this response because:
  
  I appreciate the BBBs assistance, but at this point, it is clear that Level Debt is intentionally refusing to provide transparency and is abusing the BBB complaint process by submitting the same recycled responses.
  
  1. Level Debt is Avoiding Accountability
  
  I have repeatedly requested an itemized breakdown of their fees and a clear explanation of how their charges were calculated. Instead of providing a real answer, they keep directing me to my monthly statements, which list charges but do not explain what those charges actually represent. Their response is not transparent, not acceptable, and does not resolve my complaint.
  
  2. The Statements They Provided Do Not Explain the Fees
  
  Level Debt continues to insist that my statements show everything I need. This is false. While my statements list deductions, they do not explain:

  Why there are multiple, repeated DirectPay Disbursement Fees when I was on automatic withdrawal.

  Why over 65% of my total payments went to their fees instead of actual debt settlements.

  How their earned fees were calculatedthere is no formula provided.
  
  3. Their Excuse About Document Limits is Invalid
  
  Level Debt states that the BBB only allows five documents to be uploaded. That does not justify failing to provide the missing records. If additional documentation exists, they could have sent it via email or provided a means for me to access it. Instead, they are using technical limitations as an excuse to withhold information.
  
  4. They Have Not Provided Communication Records with Creditors
  
  Level Debt has failed to provide records of their communication with my creditors to confirm what settlements were actually negotiated. If they truly secured settlements on my behalf, there should be written emails, letters, or records of negotiations. Their refusal to provide this raises serious concerns about whether they actually performed the services they charged me for.
  
  5. Misleading Claim That Documents Dont Exist
  
  Level Debt states that drafting a lengthy email does not create documents that do not exist. I am not asking them to create new documentsI am asking them to provide basic financial records that any legitimate debt settlement company should have. If these documents truly do not exist, that would suggest they never kept proper accounting records in the first place, which is deeply concerning.
  
  6. Their Settlements Do Not Justify Their Fees
  
  Level Debt insists that their settlements resulted in a significant reduction of my original debt. That does not justify the fact that more of my money went to their fees than to actual settlements. A successful settlement means prioritizing the clients debt reliefnot maximizing fees at their expense.
  
  7. Their Push for a Phone Call is Another Deflection
  
  I have explicitly stated multiple times that I require all communication in writing. Level Debt continues to pressure me into a phone call, despite knowing that a written record is necessary for accountability. If they were acting in good faith, they would have no issue answering my questions in writing. Their repeated efforts to move this discussion to a phone call suggest they do not want to be held accountable for their responses.
  
  8. Suspicious Request for a Signature Without Explanation
  
  Level Debt has now sent me an email requesting my signature on a document, which I refuse to open. Given their refusal to provide transparency, I have no reason to believe this document is in my best interest. If they believe this document is necessary, they should provide a clear written explanation of what it is and why they need my signature.
  
  The BBB Must Stop Allowing Them to Recycle the Same Response
  
  I am requesting that the BBB stop allowing Level Debt to submit the same vague responses over and over again. This company is not acting in good faiththey are deliberately refusing to provide the requested transparency while pretending they have already answered me.
  
  Final Demand for Resolution
  
  This is the last time I will entertain their evasions. I expect Level Debt to:

  Provide a complete, itemized breakdown of their fees with clear explanations of what each charge represents.

  Disclose all communication records with my creditors.

  Explain why my account was closed without my signed consent.

  Explain what the document they sent me is and why they are requesting my signature.

  Provide a clear explanation of how their fees were calculated, including the formula used to determine earned fees.
  
  If Level Debt fails to provide a real answer instead of their usual copy-paste response, I will escalate this matter further, including filing regulatory complaints, seeking legal action, and publicly exposing their business practices.
  
  I trust the BBB to hold them accountable for their continued refusal to provide transparency.
  
  Sincerely,
  ***** ******
  
  

  
  

  

  Business Response

  Date: 03/17/2025

  *****,

  Here are the answers to your questions below:

  Provide a complete, itemized breakdown of their fees with clear explanations of what each charge represents.

  Our fees are simply calulated 25% of the debt enrolled at the time of enrollemnt. So if you settle a $1000 card we would charge you $250. The fees can only be collected on debts we settled and make a payment to your creditor. We might have to do a structured selltement, meaning make multiple payments to that creditor over time. This is done based on your balance in your account and or other cards we have good deals on we need to settle at the same time. We as a company have the right to take all the fees upon that first payment as we work for free unitl that settlement is completed. So you may see some fees coming out over time because we want to take advantage or mutiple settlements at once. And if we collected all of our fees right away that might not happen. So we defer over several months sometimes. 

  Disclose all communication records with my creditors.

  We sent you an email with all of your documents. We can send you record of the times and dates of phone calls if you wish. 

  Why did we cancel you program?

  We received a call from you stating you wished to cancel the program. Once this happens we immediatly cancel all drafts from your account and porcess cancellation.

  Explain what the document they sent me is and why they are requesting my signature.

  Not sure what document you are referring to?

  Provide a clear explanation of how their fees were calculated, including the formula used to determine earned fees.

  This was explained above and is also stated on your agreement. Remember we can only collect fees for cards we setlle and make payment to the creditor. Other cards not setlled we do and did not collect fees on. See below:

  CITI Account: Originally owed $6,448, settled for $2,902.  This was settled at 45% on the original balance. This doesnt refelct savings of interest not paid etc. Our earned performace fees collected for this card were $1612 based on your contract. 
  SYNCB/VENMO Account: Originally owed $9,018, settled for $4,323 This was settled for 48% not refelecting savings of upaid interest and fees as well. Our earned performace fees collected were $2254.50. 
  
  Both of these cards resulted in $7225 in balance savings. Most of these cards typically are in the 20-29% interest range as well. So if you add that into the savings your well over 55-60% off. 

  Let me know if this answers you questions. 

  Sincerely,

  Level Debt Amin

  Customer Answer

  Date: 03/21/2025

  I am rejecting this response because:

  
  Thank you for your response. Unfortunately, it raises several new concerns and does not fully
  address the issues I outlined:

  
  1. FALSE ACCOUNT CANCELLATION CLAIM:
  Your statement that I called to cancel is false. I never made such a phone call. Instead, I submitted
  a written inquiry to ***** (the company managing my dedicated account), requesting information
  about cancellation. In response, ***** informed me that:
  - I would need to sign a specific document to initiate closure,
  - And that I would need to contact Level Debt directly to proceed.
  I did neither. I never signed the document, nor did I contact Level Debt. Therefore, your closure of
  my account was unauthorized and directly contradicts your own stated process. This is a serious
  concern and constitutes a potential breach of contract or consumer protection law.

  
  2. FEE TRANSPARENCY:
  While you state that fees are calculated at 25% of each settled account, you did not provide a
  complete itemized breakdown of how and when each fee was applied. I request full documentation
  showing each fee, the related settlement, and the date it was charged. Vague summaries are not
  sufficient.

  3. CREDITOR COMMUNICATION:
  Please provide full documentation of all communications with my creditorsnot just call logs, but
  actual records, notes, or emails that show what was discussed and agreed upon.

  
  4. UNIDENTIFIED DOCUMENT:
  You claim not to know what document Im referring to. This is troubling, as I received a document
  requesting my signature shortly after raising concerns. I will reattach it separately if needed. I will not
  sign anything without a full legal explanation.

  
  5. FEE JUSTIFICATION:
  The amount charged as "earned fees" appears disproportionately highover 50% of my actual
  savings. Without a proper explanation and supporting documentation, this raises serious concerns
  about fairness and compliance.

  
  I again request:
  - A full, itemized financial accounting.
  - All creditor correspondence.
  - Clarification of cancellation procedures.
  - Identification of the document sent.
  

  I reserve the right to escalate this to consumer protection authorities, including the **** CFPB, and
  California Attorney General, if these issues remain unresolved.
  Sincerely,
  ***** ******
  
  

  
  

• Initial Complaint

  Date:11/15/2024

  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.

  Please see uploaded information as it would not fit in this section. My requests to have them stop pulling the monthly payment from my bank account have gone unanswered. The original company that I talked to was Level Debt. Everything seems to have different names. The earned fee funds pulled from my account were paid to a JKB Financial **** The escrow funds are withdrawn from my bank account under Forth ********** and the $59 monthly fee is under ************************* The person who contacted me about my Resurgent account is from ********************** Lending and my assigned account contact is ********************** Coaching. I don't even know what company I'm working with on any given phone call! They almost never respond in writing, the first 'response' email I have ever received was the one I uploaded from ****** ********* stating I would be contacted, which I have not been.I have contacted both collections my delinquent accounts were sent to and have set up payment agreement with one and want Level Debt to refund the money paid for services they claim to have rendered. I wish to have these funds refunded to use them for their intended purpose, to pay off my debt. I was never contacted, asked or informed about the earned fees withdrawn from the escrow account that they, in writing, say is controlled be me and only ***** I have any options? This company has been extremely dishonest and misrepresented themselves numerous times. Are they allowed to pull fees from my account without informing me of the amount being withdrawn? Are they allowed to 'coach' me to refuse offers significantly lower than what they believe they can settle for? I understand they could not guarantee percentages of settlements but they repeatedly guaranteed me this was the most beneficial option. I am set up directly through Resurgent now to pay around $19,000 MORE than the settlement from SoFi that Level Debt told me not to contact them about.

  

  Business Response

  Date: 11/20/2024

  Thank you for taking the time to share your feedback.

  At Level Debt, we are committed to helping our clients achieve financial freedom and understand that debt resolution can be a challenging and emotional process. We appreciate the opportunity to address your concerns.
  Our team takes great care to follow all terms of our agreement and ensure that every client receives the support and expertise needed to resolve their debts effectively. While we recognize there were frustrations in this particular instance, we want to assure you that all actions taken on your account were aligned with your program's goals and the specific circumstances at the time. Although your circumstances didnt allow for us to accept a lump sum payment at 25% of blance due to lack of funds. We still secured a pay over time that will save you 50% off of enrolled balance, which is a huge win for your program.
  

  Its important to note the significant long-term benefits of a debt resolution program. For many individuals, the terms of traditional credit card and/or unsecured debt accountsoften spanning 15 to ******************************************************* paying far more than the original debt amount. By enrolling in a program like ours, clients can avoid years of mounting interest and instead resolve their debts in a fraction of the time, often saving tens of thousands of dollars in the process.

  That said, we recognize the importance of clear communication and a collaborative approach throughout the program. We are always striving to improve our processes to ensure clients feel supported every step of the way. Your feedback has been shared with our leadership team to help us identify areas for enhancement, and we remain committed to assisting you in achieving your financial goals.
  We thank you for your continued participation in the program and remain available to address any further questions or concerns you may have. Please dont hesitate to reach out to us directly if you would like additional assistance or clarification.

  Sincerley,

  Level Debt Admin

  Customer Answer

  Date: 11/21/2024

  I am rejecting this response because: Please see the attached agreement I made with Happy Money, outside of Level Debt. I contacted Happy Money and they informed me that no negotiating had taken place between Happy Money and Level Debt. Happy Money provided the $10,990 settlement and Level Debt brought it to me to sign. In no way were their actions in my best interest or worth the amount they charged. I negotiated with Happy Money myself and received an amount $1000 lower that the amount Level Debt claimed to negotiate. I have requested my account with ********************** be closed as I have payment plans set up privately with both creditors. Level Debt cheated me out of $20,000 worth of negotiating room with my creditors as well as charged me $7117.32 (7 payments of $1016.76 and 7 payments of $59), with only $462.28 going directly to paying off my debt.

  In addition, Level Debt did not communicate with me AT ALL after the settlement letter I received in August from SoFi, in spite of my NUMEROUS pleas to talk to someone about the settlement. This settlement was for $10,996.28. They allowed the offer to expire without ever contacting me to see if the terms of the settlement would be something I could do. I was told on the phone by ****** that I didn't need to be contacted because they assumed I was in a hardship situation. She told me this information in the same phone call where she wanted to me make an immediate decision to take out a loan through Level Lending, stating it was my only option to avoid legal action. I asked why I couldn't have been offered this loan for the settlement offered. I received no good answer. 

  My debt situation WITHOUT Level Debt would have been: $20,995.03 (SoFi: $10,998.41, Happy Money $9,996.62)

  My current debt situation due to Level Debt's negligence: $40,103 (SoFi $29,106.72, Happy Money $10,996.28)

  With the $7117.32 less the $462.28 going directly to my debt, I paid Level Debt $6,655.04, to make my debt situation worst.

  The company has cost me a total of $25,762.63 ($19,107.59 difference in settlement agreements and $5,370.10 in fees and $1284.94 remaining in my escrow)

  I would like the $5,370.10 in fees refunded to me along with the $1284.98 remaining in my escrow for non-delivered services. I did not receive the SERVICE I was guaranteed. The outcomes were not guaranteed, and I understand that Level Debt couldn't project settlement results. This is not an issue of buyers remorse. The company knowing let me miss a settlement that they knew they could not negotiate down to. Level Debt did not work FOR me, they worked in their best interest, not mine.

   

  
  

  

  Business Response

  Date: 12/10/2024

  It is unfortunate that we cannot seem to see eye to eye regarding your debt resolution program with Level Debt. We wanted to address your concerns below:

  We have settled the Happy Money account, which had a balance of $19,993.25 when we attempted to settle. Happy Money offered $13,995.28 over 24 payments and we countered for $10,996.28 over 24 payments. Please find the settlement letter attached as proof of this settlement on October 14, 2024. There was no communication with Level about the settlement you made with Happy Money as you can see on our settlement letter attached, it was signed by a representative of Happy Money. There was no cheating anyone out of any money as claimed, only savings. 

  In August **** did mail you the settlement offer after we contacted them about your account. The settlement offer you recieved from **** could have easily been accepted if the funds were available. If you had accumulated the necessary funds, we could have settled it; however, you told your dedicated Account Specialist that you did not have the funds to pay $10,998.41, which they only would accept a lump sum. At the time, you had only paid $4,067.04 into your dedicated savings account and you told us you could not add funds to take advantage of this **** offer. **** sold the debt to a debt buyer, they offered to settle for 65%. As much as we would have liked for you to have been able to take the original **** offer too, we cannot advance funds to you for you to pay for a settlement. Since the funds were not there and you were unable to contribute more, the offer expired with ****. 

  The math on how the savings of staying out of a debt settlement program vs staying enrolled is not quite right and I wanted to break this down with reference to a calculator that you or anyone can use online via Experian. The program you enrolled in was structured to resolve your enrolled debts within 48 months, providing a clear path to becoming debt-free. By contrast, staying on your creditors' payment planstypically structured with minimum paymentswould have extended your repayment period to an average of 19 years and would have cost you over $92,571 in total payments (as reflected in industry-standard credit card repayment calculators like one through

  Experian: **************************************************************************). 
  Even with fees factored in, the savings achieved through the debt settlement program far outweigh the alternative.
  
  You did receive the service that was guaranteed along with savings. Your dedicated account balance of $1,284.94 was already refunded to you on November 20, 2024 - see screenshot attached. We have proof of the settlement that was accepted by Happy Money and provided the service that was promised and that you agreed to. 

  While we regret that the process did not fully meet your expectations, we remain committed to supporting you and delivering significant savings to our clients. 
  

  
  

  Customer Answer

  Date: 12/11/2024

  I am rejecting this response because:

  Your claim that I told anyone that I could not pay the settlement in one lump sum is completely false. I told ******* *******, my account specialist, the opposite. I requested more than 3 times to speak to someone about the offer. When I asked, each time I was told that there was a team handling the offers and she would pass the message along that I wanted to be contacted. No one ever contacted me. 
  
  I unfortunately don't have recorded conversations with ******* because at that time I didn't realize your phone log notes are often 'altered' but I did learn quickly and have two recorded conversations. One is with ****** ********* on November 12th at 1:56pm CST lasting 7 minutes and 21 seconds. During this conversation, she called to offer me a loan through Level Lending. I asked why no one contacted me to discuss the settlement letter as I requested. She states because, "they wanted a lump sum and we assumed you didn't have it" because I was in your program. She did apologize and say that someone should have contacted me. They reached out to grant me a loan for $29,000, but didn't see it beneficial to reach out to lend me $11,000, if you assumed I didn't have the lump sum? 
  
  The second recorded call is from ******** ******** on November 15th at 10:30am CST for 1 hour, 2 minutes and 7 seconds. The recording itself is only 1 hour long because my app only records 60 seconds at a time. In this conversation, ******** apologizes that no one reached out to me about the settlement. She admits that Level Debt should have contacted me to discuss the settlement letter as I requested. She could see the request that was passed along by *******. This conversation also contains information about the full payout of funds to Level Debt. I asked why the account was emptied and that I was told funds needed to be in the account to "negotiate" with creditors. She stated funds aren't typically taken out on the front end, they come out in payments over a period of time and she didn't know why that didn't happen in this case.
  
  Level Debt made a huge error. That error resulted in around $20,000 difference in settlement with my creditors. 
  
  I would like to be sent the recording of me telling ******* or anyone else at Level debt, lending, counseling or any subset that I couldn't afford the offer in the Sofi settlement letter. This conversation did not take place, and I have 2 conversations proving it didn't. 
  
  I did receive the refund of my last payment and a couple of hundred dollars that was left in my account, which is the refund you are referring to. That refund hasn't been in question. The refund I am requesting $6,655.04 that was taken from me by Level Debt. I settled for lower outside of Level Debt after realizing that the company was not at all looking out for my interest. 

  
  

  

  Business Response

  Date: 01/08/2025

  We heve negotiated a fair and equitable settlement with Autumn.

  Thank you!

  Customer Answer

  Date: 01/09/2025

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

• Initial Complaint

  Date:10/31/2024

  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.

  - I joined this debt settlement company about 2-3 years ago - I enrolled 3 of my credit cards with them total debt of about ($30k)- When I initially joined and spoke with them I was advised they would settle my debt down by 40-60%, one of my cards was only settled for $1,000 less than what I initially owed and the other one with the higher balance has yet to be settled and now I am getting sued by the creditor - When I initially joined we went through my budget and the monthly payments I could afford which is already a VERY tight budget for me and now they are requesting for me to give them an additional $500/ per month on top of what I already give them in order to settle the remaining credit card that is now suing me as they have not been able to settle it. This is not what was initially agreed upon when I signed up for the program, so expect them to try to get more money from you down the line.- They continue to try to push me to take out one of their loans rather than working with the creditor to settle my debt, I have stated over and over I do not want to settle debt by getting into more debt and they keep pushing. - When I contacted creditor suing me I was advised the reason I am getting sued is because Level Debt had not contacted them since February of this year (nearly a year at this point) to attempt renegotiation.- When I attempted to speak to a loan specialist at Level Debt, I believe her name was ****** ********* she spoke to me as if I was stupid, lacked empathy given such a high stress situation and was not very helpful. I even respectfully told her this and addressed with my contact at Level Debt. - The lawyers at this company will not be very helpful if they place any sort of judgement on your accounts, I was not even advised by them that I had one I had to find out myself which is A BIG DEAL. I was advised by them to not respond to the letter I received getting sued that they would do it for me, they never did which automatically placed this

  

  Business Response

  Date: 11/12/2024

  Dear ******,
  
  Thank you for reaching out and sharing your concerns. We understand that you were initially frustrated with the situation, and we genuinely appreciate the opportunity to address your concerns and work through a solution together.
  
  When we first spoke, you mentioned feeling pressured by a loan company offering high-interest rates, which contributed to your worry about falling deeper into debt. We understand how overwhelming this can be, especially when it escalates to a law office handling your case and you feel as though your assets might be at risk.
  
  During our conversation, we took the time to explain your state specific judgment laws and what they mean in your specific situation. We also discussed your financial circumstances in detail, and we provided a clear plan to help you manage and reduce your debt. We also discussed strategies to protect your assets and ensure you're set on the right path to becoming debt free. Enrolling in this program saves money in the long run versus not enrolling and staying in debt for 15+ years making minimum payments and all the creditor fees that are associated over that time. We are excited to get you out of debt within a fraction of the time. 
  
  Thank you for giving us the opportunity to resolve the issue. We value your trust and look forward to continuing to assist you throughout the remainder of your debt resolution program.

   

  Level Admin

  Customer Answer

  Date: 11/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me for the time being. 
  
  

• Initial Complaint

  Date:12/09/2023

  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 recieved a letter with no business header only information on the letter is misleading to the effect you believe they are a debt collection agency trying to negotiate a debt collection, they use names of all the major credit card companies saying they have recently settled debts with and you may be entitled to settle your debts. when you call the number they wont even tell you what service they do. I asked who the company was and if they were debt collections and the person on the phone kept telling me she couldnt tell me anything. When i kept asking are they a collections company she said she doesnt know anything about my account. after continuing asking what services the company does she finally gave me that they are a debt relief company. I cant help but wonder how many fall into this trap in believing they are a debt collection company when they send this highly misleading letter

  

  Business Response

  Date: 12/11/2023

  ****************,

  I'm sorry you didn get the answers you were looking for on your intial call. Unfortuanley you called after hours and reached our live answering service. They only take messages for call back and cant explain anthing about the programs. I listened to the call and they were trying to inform you of that. Their opinion of your tone was that you were irate. The letter you received was not meant for this and it does not state it is a collection effort. The clearly states that this is a program offerred to you if you qualify. 

  I'm sorry if this upset you and if you need anything further please contact us during regular business hours.

  Sincerely,

  Ownership

• Initial Complaint

  Date:06/05/2023

  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 was told level debt would reduce my credit card debt. I have been with them for over 7 months and they have not helped at all. They tanked my credit even more and did not negotiate with my credits. They also got over $2500 worth of charges penalaties and late fees added to my credit card. Then when I realized I was getting no where with level debt they are charged me an additional fee to cancel there services. They refuse to refund the $30 I had to pay them every month. Even though they did not provide and services to me and destroyed my credit and had all these additional fees added to my cards

  

  Business Response

  Date: 06/27/2023

  ********,

  We have reveiwed your file extensively, including all of the complaice recordings that were gone over and acknowledged by you. Everything was disclosed to you and affrimed by a "yes" as understanding the terms and anything negative associated with program.

  That being said we have no control of your credit and we can't "tank it" nor do we add fees to your credit cards. The bank will add some late fees that upon settlement of you cards will be relieved. We had a settlement in place in the timeframe we discussed on the welcome call with **** of America that you rejected. This was the best settlement they offer and would have reduced your amount owed by 45%. Remember this program was to pay of over period of time based on the payments you were to make into your dedicated account. The only way we can speed that up is to make larger deposits than agreed upon. 

  We had refunded every dollar put into your account even though a settlment had been reached. And at this point nothing is owed to you and you received 7 months of service for free.

  Its unfortunale we werent able to complete your program for you as you can see we have 100's of 5 star reviews of people who trust us and follow through to the end of the program term.

  If you need further assistance please contact us via phone.

  Thank you for your time,

  Level Debt Admin

  Customer Answer

  Date: 06/27/2023

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

• Initial Complaint

  Date:04/11/2023

  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 was wildly misled by Level Debt with severe financial repercussions. The language this agency used on the welcome call made it seem as if my bank, *****, was doing something illegal by charging me so much interest on my credit card. What I was led to believe was that Level Debt was assuming control of my account and settling with *****. At no point in time was it explained to me that what was actually happening was I was letting my credit card DEFAULT, the debt written off as "bad debt" and subject to settlement. I was making regular payments to Level Debt towards that credit card debt when my account was closed for non-payment.My credit card account with ********** is closed, along with the other two lines of credit with ***** that I always paid off and carried no balance on. That credit from the bank was my only safety net in case of emergencies. Now I am ineligible for credit with *****, and probably most other banks. I have no liquidity in the event of a personal emergency now. In addition to this, my credit score, which was in the 760 range before I signed on with Level Debt, is now in the 570 range. This default will stay on my credit report for years. Level Debt claimed the "impact to your credit is temporary." This characterization of the impact to my credit report is hugely misleading. I am now going to be paying even higher interest rates on ALL forms of lending (car, home, etc) over the next 7 years due to the default with Chase. Again, my credit and credit score were my only safety nets, and Level Debt quickly undid years of hard work making regular, on-time payments to build great credit. It's a terrifying prospect. I was tricked by Level Debt into defaulting on my card. I was scammed from the beginning - from the threatening, official piece of mail I received indicating penalties for "failure to respond" to this agency. No customer service agent with ***** has been able to help me get out of the hole Level Debt dug for me.

  

  Business Response

  Date: 04/13/2023

  To whom it may concern:

  After looking into the file of ************ we have found that the compliance call, the signed contract and welcome call all clearly communicate the affect to credit score. We have recorded calls of ************agreeing to these terms verbally on the phone and signed on the contract. There seems to be some misinterpretation from the client in regards to what she thought she was signing up for. Level Debt strives for full transparency and it is something that we try to cover over the phone twice - once before enrollment and once right after enrollment to ensure the client knows what to expect when enrolling into a debt settlement program. 
  
  We have returned 100% of all the funds that were collected in ************'s account since we did not get an opportunity to settle her debts before she cancelled out of her program. When someone cancels out of the program before their debt(s) are settled, it can have several negative financial repercussions to the consumer. It is very important to try to stay enrolled until the debts are settled. Per the **** Score 9 and **** Score 10 rules, a "settled" third party collections reported with a zero balance will be treated as paid and are not considered negatively reported by the score. As such, paying off or "settling" collection balances could in fact help increase **** Score 9 and **** Score 10. Unfortunately, we were not given the opportunity to settle for ************ since she cancelled before we could settle on her behalf, and thus her score has taken an impact and will continue to do so until her accounts are paid off. 
  
  Per the debt load that ************ enrolled, we would have charged just over $3k for settling her accounts. We do not collect any performance fees until after we've settled the account(s) for our clients. We are offering to settle her accounts at no charge. We do want to clarify that we are not a credit repair company, that we only specialize in settling debts with creditors on behalf of consumers.

  Respectfully,

  Level Debt

  Customer Answer

  Date: 04/13/2023

  I am rejecting this response because it does not fully address my complaints. 
  
  
  I have three primary complaints:
  1. The first relates to my credit score. I was simply told by Level Debt that the "negative impact to my credit would be temporary." This is not the full story. I was not informed of the severe consequences of the program - the fact that my score would drop by ~100 points, and that the debt settlement remains on the report for 7 years. The explanation about the impact to my credit score on all calls from Level Debt was insufficient. 
  
  
  2. The second complaint is the most consequential to me and demonstrates negligence on the part of Level Debt. Two of my credit cards with ***** that were NOT ENROLLED with the Level Debt program were closed as a result my participation in the program. I had two additional lines of credit with Chase besides the card I enrolled. I carried no balance on these cards and paid them monthly. I was in good standing with these two cards. As a result of defaulting on one card due to Level Debt, both of these additional cards were also closed. 
  
  
  That this was even a possibility was never explained to me, but it is very impactful because these two lines of credit represented my only safety net in the event of an emergency. The only reason I would ever agree to closing an account and taking the hit to my credit score was the impression I had that I would still have use of these two other cards to continue to build credit and to use in the event of an expensive emergency. 
  
  
  3. The third complaint relates to the default of my account and is the most difficult to explain.
  
  True, I was informed that the credit card on which I carried the debt would be closed. I was also informed that Level Debt does not make monthly payments. However, the relationship between these two facts was purposefully downplayed because they don't want to explain the bank's negative attitude toward what is happening.
  
  My understanding of the program was that Level Debt was negotiating on my behalf with *****. At no point do I remember being told that the account would be closed for non-payment (default). My understanding was the relationship between Chase and the Level Debt began immediately after my enrollment in the program, and that ***** would be informed of my enrollment in the program. In reality, from what I understand, Level Debt waits until the bank closes the account for non-payment to establish contact with *****. At this point, ***** is treating the balance as a "bad debt," or as a potential total loss, so that any settlement can occur. This last fact was not explained - the attitude of the bank towards the closure and that the only source of leverage Level Debt had to negotiate a settlement was that the debt was considered by the bank to be a total loss. 
  
  My point here is that debt settlement SHOULD BE a last resort for people who cannot hope to get out from under their debts. On my welcome call, all of my "hardships" were emphasized. However, at no point was I asked if I had a plan to pay the debt (I do) or if I could pay the debt (I can). I even tried to explain to the sales rep on the first call that the ***** Fargo card had been recently opened in order to take advantage of the interest-free introductory period to pay down my debt. I could have paid off my cards without help from the agency, preventing all of the ensuing negative impacts to my financial health. 
  
  I was solicited by this agency. I received a threatening letter in the mail from them with a "failure to respond" notice. Out of caution, I called the number, at which point I was enrolled in the program. I wouldn't have enrolled if I had understood the program to be a last resort next to bankruptcy. I was not a good candidate for debt settlement, and mistook the solicitation for an official notice from a law firm. Tricked from A-Z. 
  

  Customer Answer

  Date: 05/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern. There is no resolution the business can offer. 
  
  

• Initial Complaint

  Date:10/19/2022

  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.

  During Covid I was placed on ******** for 9 months, this company reach out to me to help me with my debt, at the time I was despert and since they told me they will negotiate with credit cards company and I shouldnt pay any payments , they told me I will be in the program for certain amount of months and I shouldnt talk to them and they will be in touch with creditors. So I kept getting call and letters from creditors and I ignore them. It was keep adding late fees and interest rate. On the other hand level debt start collecting money from me every month and there was a charge for legal fee included on my $353.30 long story short I got serve from court for my discover card and my Macys account, I contacted the person I was in touch every month and she told me to send all documents from court to them and they will take care of it. I f do if follow up with their legal team and she said she has everything and will take care of them. Then like 2 months later I was trying to refinance my house and I was told there is judgment against me by ***** and I need to clear that before any financing. I contacted level debt and they told me no they are in negotiations with attorney on Macys side. I got the information from court and I contacted the attorney office and I was told they didnt contact and they are the one who had been calling and leaving message but they wouldnt talk to me until I took the account out of their list and I had to request to drop the Macys card from the accounts they were taking care of. By the time I settle my Macys account I had to pay almost $700 more than what I originally owed. Up to know when anyone search for my meme on ****** they will see that judgment against me and I dont like this at all. So level debt is charging me with 25% of what they settled with any account they took care, meanwhile they charge almost $10 every month for this gateway !! Ill ask them since they caused this for me they should consider cutting some of their service

  

  Business Response

  Date: 10/31/2022

  ******,
  
  We appreciate your feedback and we are sorry to hear about your experience. Of the cards that you decided to keep in your program, we were able to save thousands of dollars that you would have owed had you continued paying your bills without enrolling into our program. We made payment exceptions for you due to financial hardships.
  
  You stated that you were upset with the 25%fee. This fee was something that was clearly written in your contract that you signed. We did not charge you the fee for the Macys card since you decided you wanted to take it out of the program. These performance fees are only collected once we settle you debts as well.
  
  You mentioned that it was difficult for you to speak to people at our company, however, our records indicated that someone did speak to you monthly, sometimes several times a month.
  
  We understand that the Macys card did not pan out to your liking, however, this is clearly stated within our Disclaimer section on page 3 of your contract that you signed. As much as we try to avoid any legal action, we ultimately cannot control what the creditor decides to do and we are only here to help people relieve their debt in a time of hardship. 
  
  In conclusion we saved you 47% off your other cards which included the 18-29% interest you would have been paying to them if not joining our program. We waived the performance fees on one of your cards which was $900. If you would like a break down of what you owed and how much you paid back vs what you wouldve paid back with interest to your creditors, we can provide that as well. You can see its a significant amount of savings.
  
  I hope this provides clarity in your situation.
  
  Thank you,
  
  Level Debt Amin

  Customer Answer

  Date: 11/01/2022

  I am rejecting this response because: To response to your comment about saving me thousands of dollars , I should say when I enter to the program and for not paying my payments the amount I owed went higher due to late fees and interest charges. Due to Covid most of the credit companies was settling with client even better than what your company did. As for calling , yes but it was myself who called and followed up, toward the end the new lady named ***** was following up with me and previously no one did. I am asking for reducing what I owed due to not taking care of my Macys account when it was in your list and caused yo be default judgment. After that I decided to I take care of it myself. Your team didnt take care of it and following up with their attorney and that caused the default judgment and that hurts me more than my credit score.

  as I said when you search my name it shows clearly that I was sued by ***** card for $3000 and that is not what I was looking forward specifically now than Im searching f or job.

  
  

  

  Business Response

  Date: 05/15/2023

   

  ******,
  
  We appreciate your feedback and we are sorry to hear about your experience. Of the cards that you decided to keep in your program, we were able to save thousands of dollars that you would have owed had you continued paying your bills without enrolling into our program. We made payment exceptions for you due to financial hardships.
  
  You stated that you were upset with the 25% fee. This fee was something that was clearly written in your contract that you signed. We did not charge you the fee for the Macys card since you decided you wanted to take it out of the program. These performance fees are only collected once we settle you debts as well.
  
  You mentioned that it was difficult for you to speak to people at our company, however, our records indicated that someone did speak to you monthly, sometimes several times a month.
  
  We understand that the Macys card did not pan out to your liking, however, this is clearly stated within our Disclaimer section on page 3 of your contract that you signed. As much as we try to avoid any legal action, we ultimately cannot control what the creditor decides to do and we are only here to help people relieve their debt in a time of hardship. 
  
  In conclusion we saved you 47% off your other cards which included the 18-29% interest you would have been paying to them if not joining our program. We waived the performance fees on one of your cards which was $900. If you would like a break down of what you owed and how much you paid back vs what you wouldve paid back with interest to your creditors, we can provide that as well. You can see its a significant amount of savings.
  
  I hope this provides clarity in your situation.
  
  Thank you,
  
  Level Debt Amin