ComplaintsforStart New Financial

• Initial Complaint

  12/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

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

  

  Business response

  12/18/2023

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

  Customer response

  12/24/2023

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

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  11/28/2023

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

• Initial Complaint

  07/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  

  Business response

  07/26/2023

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

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

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  07/06/2023

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

  Customer response

  07/11/2023

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

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

  

  Business response

  07/17/2023

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

• Initial Complaint

  05/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We agreed upon a settlement with start new financial Ive been doing my monthly payments and my credit cards are not going down so I wanna know were is my money going to ?? Is this a scam???

  

  Business response

  05/15/2023

  Hello ***** - Thank you for reaching out to express your concern.  You are correct, within your third month in our program, we achieved a settlement on your second largest enrolled account, for approximately 50% of the enrolled balance.  This is a fantastic accomplishment and you should be very encouraged with such early progress.  In our program, your monthly program payments go directly into a special purpose savings account that belongs to you (the account is in your name).  The money that goes into that account belongs to you and is used for the sole purpose of resolving your enrolled debt.  You chose to enroll in a 48 month plan and so we anticipate that it will take approximately that long to resolve all of the debt you have enrolled.  Over the coming months, we will negotiate settlements on your other accounts just like we did for the initial account we settled.  Sometimes settlements will overlap, sometimes they will occur one by one, depending on the funds you have available in your special purpose account (mentioned above) and also depending on how flexible your creditors are with settlement terms.  This is not a scam by any stretch of the imagination.  We're so happy and honored that you have given Start New Financial the opportunity to assist you, the way we have with so many others just like you.  Please do not ever hesitate to reach out to our Customer Support team should you have further questions.  We are here to help and support you during this time.  Have a great day!

• Initial Complaint

  05/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My wife and I signed up for this **** consolidation, toy story. We both HAD a high 700 credit score. We both now have a low 500 credit score. I lost two vehicles in a storm last month. I had two 2019 camaros, the one I purchased, had one month. Interest 19 per cent, **** a month payment, 878 dollars towards interest. The complaint is I wasn't told about the hit on our credit. We would have never signed anything knowing what was going to happen. When I asked ******* about our credit, we we're told due to our high credit score it will have little affect. Over 200 points isn't a little. I now have no car as I can't afford the high interest rates. What I want to do to *******. For being so dishonest with **. This place of thieves are people who can't afford to pay there bills. We owed 50 grand, we now owe 176 thousand dollars in late fees and interest. It's going up every day. This is my complaint. They do not list a address I can't imagine why, maybe someone would do.

  

  Business response

  05/07/2023

  Hello ****************** - We are sincerely sorry for your disappointment and frustration and we appreciate you giving us the opportunity to address your concerns.  We will make it a priority to review who, how, and what was explained and disclosed as part of your enrollment process.  Honesty and transparency are cornerstones within Start New Financial's foundation.  Those are the two key traits that have allowed our company to become one of the leaders in the industry.  We take your observations and criticism to heart, and we have already taken steps to further enhance our already robust policies and procedures for client enrollment.
  
  
  Beyond what we've already stated above, we'd like to take this opportunity to perhaps shed some positivity, or at least an alternative perspective to your debt/credit circumstances.  Your description of a 200+ drop in your credit score is not something with which we would argue or dismiss.  Start New Financial does not monitor your credit score.  We're a debt resolution/reduction company, not a credit repair company.  When we enroll clients who are in financial distress, our primary (if not only) objective is to help them resolve their debt as quickly as possible, not necessarily with regard to an increase or decrease to credit score.  You are enrolled in a 48 month plan to resolve $55,953 worth of debt.  Currently you are in month 16 and we have resolved $26,749 worth of your debt.  In other words, we have worked with you to resolve over 47% of your enrolled debt even though you are only 33% through the length of your program.  Your program is ahead of schedule and you are doing great!    
  
  
  As referenced earlier in this response, Start New Financial's expertise and objective is not credit repair.  Having said that, we have repeatedly seen that a natural, ancillary, and eventual by-product of paying off a considerable amount of debt is usually an improvement in a consumer's overall credit profile.  It is generally understood that a consumer's debt-to-limit ratio is the second-most heavily weighted factor used to determine a credit score, often times accounting for as much as 30% of the overall score.  
  
  
  To be clear, we're not making a case against your claims.  We are apologizing for our apparent inability to effectively communicate and set expectations at the onset of your enrollment.  We are also attempting to point out that as a result of our working together through this program, you are well on your way to becoming debt free.  We would encourage you to stick with the plan and allow things to play out as far as your credit profile.  We are here to help.

  Customer response

  05/09/2023

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

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After losing my husband suddenly, I contacted Start New Financial to consolidate my credit card debt since I would be on a fixed income and unable to pay everything off on my own. There were six credit cards total. After making monthly payments to Start New Financial for over a year, I received a court notice from three of the six credit cards stating no payment was ever made to them. Start New Financial suggested going to court but not mentioning their company. I took out a loan to be able to settle that debt that Start New Financial did not settle, and I contacted Start New Financial to inquire where to send the check for the remaining balance of the credit cards they were supposedly paying monthly. They told me to send the check to Finxera based in **, so I immediately sent it out and it was cashed immediately. About 2 months later, I received more court notices from the remaining 3 credit cards that I wrote the check for that was already cashed stating they never received the payment and now the agreed upon settlement was null and void. So I am now left with more debt than I started out with, and I made payments to Start New Financial for over a year that they never reimbursed me with. They will not give me any explanation or resolution.

  

  Business response

  04/14/2023

  Hello ********************* - Thank you for taking the time to share about your experience with Start New Financial.  Your feedback provides valuable perspective to which we might not otherwise have access.  Upon a management level review of your file, it does appear that we've made several genuine efforts (12/1, 12/19, 12/22, 3/30, 3/31, 4/5) to explain to you the sequence of events leading to this point, and also possible resolutions.  If things are still unclear to you, then we sincerely apologize and accept responsibility for our inability to communicate the message effectively.  We do this every day and so we need to understand that what might easily make sense in our headspace might not always make immediate sense to the consumer.
  
  The simple explanation to a not so simple set of circumstances is that creditors and collectors behave in ways that generally serve their best monetary interest, regardless of the financial hardship their consumer is facing.  You hired Start New Financial to help you navigate a difficult financial circumstance, and we believe we were on the right track.  Within the first 12 months of your program, Start New Financial successfully negotiated money saving settlements on three (out of six) of your enrolled accounts.  Within those same 12 months, your creditors filed three lawsuits and arbitrarily (at least on the surface) and unilaterally cancelled the three settlements that were in place, to which you had already paid portions of the settlements.  The creditors offered no recourse other than to re-settle the accounts.  This explanation is not about shifting responsibility, or even demonizing creditors, it is simply stating the truths surrounding the situation.  Although Start New Financial can and does do whatever is in its power to shelter you from aggressive creditor behavior, creditors have rights and they tend to exercise those rights to the maximum, even when the consumer might be at their minimum.  We understand this explanation may not provide any tangible relief to your situation, but we sincerely hope it will provide further context and perspective.
  
  In the meantime, as you are probably already aware, all of the money in your program's savings account has been refunded to you.  Beyond those funds, there is simply no other money available for return.  Please do not hesitate to contact us for any further information or assistance.  We are here to help as best as we can.

  Customer response

  04/25/2023

   
  Complaint: 19929424
  
  I am rejecting this response because:

  Start New Financial did NOT accomplish what was promised to me at the start of their debt consolidation plan.
  
  
  Communications to me were practically non-existent and I had NO IDEA of the troubles I was to face in early October, 2022.
  
  
  In early October I was served with a complaint, from the sheriff of Monroe County, who personally came to my home in *********, **., indicating I was being ***d for non-payment of one of the credit cards being handled by SNF.  It came as a complete shock to me!  Especially since I was NEVER contacted by SNF.  I called SNF right away, but wasnt able to speak with anyone.  
  
  
  A few days later, a woman called me.  I automatically figured that SNF would represent me with my impending court case as well, since they were in charge of my credit cards.  But I was sadly mistaken as I was told that the creditors had every right to bring me to court.  (Trouble was, I knew NOTHING of this beforehand!). The woman I spoke with told me there werent enough funds in my account at the moment to negotiate a settlement with Synchrony bank.  I couldnt understand that, since they had been taking $473.00 out of my checking account since September of 2021.  She then asked if I had $1,000.00 I could put towards payment for this creditor.
  
  
  The reason I became a client in the first place was because I suddenly became a widow and my income was basically cut in half.  I am retired and on a fixed income, so how in the world would I be able to come up with an extra $1,000.00?!  
  
  
  I realized I was on my own!!!
  
  
  So, after my court appearance, I was granted a continuance.  Only trouble was, two more of my creditors came forward to *** me as well.  Things were spinning out of control in my life as I was getting NO HELP from the people who were supposed to be handling my creditors.  I was frantic!!
  
  
  I enlisted the help of my daughter, ****, for help.  Together we formed a plan to take out a loan, to negotiate and pay off all the outstanding balances of my creditors.
  
  
  We spent two weeks on the phone with the different lawyers, negotiating an acceptable pay-off amount to satisfy and close my accounts.
  
  
  We also spoke with a woman at SNF, who helped us with the remaining three creditors.  She gave us the already negotiated balances and told us to send a check to Finxera, where they would distribute the money allotted to each creditor.
  
  
  At the end of December, 2022, I sent out all the checks to all my creditors, and by early January, they were all cashed.  Even though Im now saddled with a payment of $500.00 a month for the loan, I felt such relief that I wouldnt be bothered with court is***s in the future.
  
  
  But again, I was wrong!!  Finxera NEVER paid off my accounts with the three remaining creditors.  Again, I was being ***d!!  And this time, the creditors that had been receiving payments monthly for over a year, reverted to the original balance!!  
  (Synchrony Bank accounts) 
  
  
  I tried for weeks to get a response from SNF, and when they finally contacted me, they NEVER took accountability for their irresponsible actions, saying it was neither my fault nor theirs.  I vehemently disagreed with them and told them that it WAS THEIR FAULT.  They held all the cards as far as my accounts were concerned.  Again, I was NEVER contacted that they werent payed.
  
  
  My daughter and I negotiated again, and I had to come up with almost double the amount of money, that I sent to Finxera.  Family members pooled their money together so I could make up the difference!
  
  
  In the end, SNF did nothing for me.  In fact my health has suffered because of this.  I am still suffering with the grief of losing my beloved husband, and my heart wasnt up to all this additional stress My blood pressure shot through the roof.
  
  
  I feel that people need to be warned about the careless inefficiency of this debt consolidation company, because instead of helping me, they hurt me in the worst way.  They should not be allowed to be in business anymore.

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

  

  Business response

  05/09/2023

  Hello *********************-
  We are in receipt of your reply to our response to your initial complaint.  Thank you for taking the time to further express your feelings.  Start New Financial goes to great lengths at the onset (and duration) of of a client's program to inform and educate them about the potential risks and rewards associated with a debt resolution program.  All Start New Financial clients are provided a "Start New Financial Debt Resolution Agreement", a "Start New Financial Welcome Packet", and a "Start New Financial Welcome Call", each of which are designed to provide a variety of disclosures, acknowledgements, and waivers, to help make sure our clients have a solid understanding of the program.  Our clients also have the ability to cancel the program at any time, without any penalty.  We don't mention all of this as an attempt to shift responsibility and/or in any way attempt to put the blame on you, the consumer.  As we indicated in our response to your initial complaint, if things were still unclear to you, then we sincerely apologize and accept responsibility for our inability to communicate our message effectively.  However, we believe it was not for lack of effort or concern for you as a person.  Over the years, thousands of consumers have enrolled in our program and thousands of consumers have had a positive experience.  We have also had a number of consumers who have not had as much success.  We understand that our debt resolution program is not for everybody, which is the exact reason we make such a point to be as transparent and up front as possible.  It's unfortunate and as disappointing to ** as it is to you that we were not able to meet your expectations.  No matter the circumstances, our goal is for every client walk away satisfied but we realize that is probably not always realistic.

  Customer response

  05/11/2023

   
  Complaint: 19929424
  
  I am rejecting this response because:

  Start New Financial refuses to take any responsibility for all the trouble they caused me.  They just repeat their responses with form letters

  I paid $473.00 every month from August, 2021 until December 2022 They took their cut right from the beginning, and only paid minimal monthly payments to three of the six credit cards they were handling for me.  The other three were suing me because Start New Financial neglected to negotiate (or include me in on the negotiations).  I was hit with court notices thats how I found out I was being sued.

  it was only after I took out a loan to pay my creditors off, and sent a check a check to Finxera, which they neglected to distribute to the monies owed to my creditors, and was being sued again for my last three creditors, that they sent back my check, plus $1,000,00 that they said was still in my account.

  I wound up in a lot of trouble, which caused a huge burden on my already burdened life

  I need them to own up to what they did and to compensate me for the extra money I had to come up with because of their inadequacies as a business.

  i dont want any more form letters excusing themselves, and I want to prevent them from taking advantage of another person in my predicament giving them FALSE SECURITY!

  Sincerely,
  

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

  

  Business response

  05/15/2023

  Hello ********-

  We don't have or write form responses.   The very few complaints that we receive, we take very seriously and look at individually.  Our responses to you have been genuine.  We appreciate that you want to prevent consumers from being taken advantage because we share the same goal.  We are only here to help consumers and we believe our track record speaks to that statement.  For the most part, we humbly disagree with your opinions and assertions and do not feel we owe you any compensation.  Having said that, we're sincerely sorry we have not met your expectations.

  Customer response

  05/16/2023

   
  Complaint: 19929424
  
  I am rejecting this response because:

  It disgusts me how Start New Financial is totally excusing themselves of any wrongdoing with regard to the mishandling my accounts.
  

  Its an insult to me, that they have no problem dismissing me and not acknowledging the struggles I faced as a result of their total lack of professionalism and efficiency.  
  

  In essence, they are telling me I have no reason to be upset with the consequences I suffered because of the incompetent decisions they made.

  I feel they are exonerating themselves, and therefore will be able to carry on with their shoddy business dealings, and put some other poor person at risk of having to suffer the way I did.  And thats totally unacceptable to me.

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

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  My mother hired the stuff financial because she was behind on her creditors New start financial told my mother to stop paying her creditors. That they will resolve the debt. In January 2023 the first creditor sued my mother my mother took the paperwork to them and said they are suing me they said its OK we have enough money in the account to resolve this. My mother said OK a month later they come back and say that they cant do anything for my mom that the creditor want the full amount Plus new start financial charge my mom 20% of the **** she owed claiming they helped her. My mother contacted new start financial and ask them did attorneys help her. are they attorneys a new financial said yes my mother pays a little bit extra for attorneys The second creditors came after my mother and sued her for **** at this time to start financial said that they only got it down 70%- 80% at which time I called New start financial and asked did attorneys fight for my mother. at which time new start financial said no attorneys dont get involved which makes no sense because my mom pays for attorneys all they said was we understand when I kept telling them that these creditors dont wanna talk to the average *** they are only going to budge for attorneys nobody else at which time my mother opted out our other credit cards before you start financial could settle with them because they were lying to us stating that they have attorneys they have this but when they deal with the creditors its the average *** who is dealing with the creditors. I told them I could probably talk to these creditors if you have the average *** Dealing with them I probably couldve got the same deals you got. When we made the agreement we made sure that they said they had legal teams they had this they made it sound so wonderful and really its not its the average *** contacting creditors and dealing with them and then charging 20% but line and saying that the attorneys are going to look over the cases and stuff like that which its not. When I called the last time I spoke to the lady she was at home and her kids were crying on the phone and I dont even know if this is legit company. Or if this is a scam

• Initial Complaint

  02/14/2023

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  I am trying to pay off my debt and they are charging me the monthly $224 times 11 months. If I want to pay off I should only be obligated to pay the fee once. The customer service representative said I would have to pay over $2000. This is absurd for a payoff.

• Initial Complaint

  01/30/2023

  Complaint Type:

  Order Issues

  Status:

  BBB unable to locate business

  More info

  My wife and I started the Start New Financial (SNF) program on 16 Sep 2022. We were not behind on our monthly payments to creditors but were looking for an option of paying off debt sooner. I recently spoke with an SNF representative and was informed that the documents I signed are a 5-year commitment. The representative(s) *********************************** and his supervisor stated there are no restrictions in canceling and nothing about a five comment. ******** asked if I am buying a house within the next six months, I stated no, but looking to buy a home around this time in Sep 2023. ******** said your debt accounts should all be settled by then. Now knowing, I signed a 5-year contract is upsetting and feels like bait and switch. We were told that this will be a six-month process of paying $903 a month, all the creditors listed have a positive history working with SNF and SNF will contact all creditors and not contact them. ******** stated, after six months of monthly payments ($903), a third-party loan company contacted us to settle the remanding debt. ******** stated that SNF will contact all creditors listed on this program. To date, not all creditors have been contacted by SNF. I believe creditors have the right to know what is going on early in the process when being represented by a debt relief company. I believe creditors should have been contacted at the beginning of the process instead of after months passed without a payment. If creditors did not agree, then SNF needed to reach out to us for the course of action. SNF betrayed our trust by misrepresenting the facts and not giving all the information. This debt relief experience is the start of a horrible nightmare. We are fighting to salvage my credit report/score which took a tremendous hit. I will be contacting my creditors since not all creditors have been contacted. The goal is to restore my credit score, and good standing with my creditors, and pay the debt on time. I am open to speaking with anyone.

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