ComplaintsforWesley Financial Group, LLC

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 10, 2021 we spoke with several people from Wesley Financial stating they could get us out of our timeshares. We paid them money up front and agreed to a hefty monthly payment. We have not heard from them, I received a text and said someone would reach out to me. Found out we are on our third representative now who is supposedly handling our case. The inky correspondence was from our first rep who had us email two very juvenile emails to our timeshare company. The emails make us sound stupid and they are probably laughing Because we had been duped several times. Our financial situation has changed dramatically and we were just looking for help in this matter, which Wesley guaranteed or our money back. We are now received letters from our timeshare attorney and we don't know what to do. We would like a full refund from WF so we can hire an attorney ans handle it ourselves. I have called all the numbers we were given and it's just music playing. After I left one message is when I received a text saying someone would be in touch. Why does it take this for someone to reach out?? We were told we would be informed along the way but like I stated two very juvenile emails were sent fir us to copy and paste in our own emails and forward to our timeshare. What type of business is this who is so I professionally handled? Thank you for any help you can provide. We are at our wits end with this.

  Business response

  01/13/2022

  Business Response /* (1000, 5, 2021/12/21) */ We have spoken with consumer and have resolved all issues and misunderstandings that the consumer had. Consumer has agreed to continue working with us.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We paid them to terminate our timeshare with ****** ***** vacation. They said they will help us to repair our credit score but it has been a year and nothing happened. I kept contact them for the repair status. They said they send out letters multiple times and I never received it. This bad credit is still there and causing a higher interest rate of my mortgage and auto loan. I am not able to apply any credit card!!!!!

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/11/29) */ We are in the process of reviewing consumer's file and will reach out to consumer today or tomorrow in an effort to fully resolve all issues. Consumer Response /* (3000, 7, 2021/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Attached is the only letter with a few word that I received recently in more than a year of work. I am not accepting their response until my credit is fully repaired or the bad debt is cleared. Business Response /* (4000, 9, 2021/12/08) */ We have made multiple attempts to reach out to consumer in an effort to resolve the issues. We need consumer to contact us as soon as possible. Thank you.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My husband and I sign a contract with Wesley Financial Group on 1/16/2019. They still as of (November 2021) have not ended our timeshare with *******. I have requested a refund from them as they promise to terminate our timeshare and they have not done it. They have send our account to a collection agency as I refuse now to pay them anymore money as they do not return emails or phone calls. I called their billing department everyday for a week and all I get is a recording and they never call back. I have email the billing department and our specialist Aubrey and neither one will email back. I want what money I have paid to them back as they promised to end my timeshare and did not deliver in a timely manner. It is now going on almost * years and nothing has been done.

  Business response

  12/10/2021

  Business Response /* (1000, 8, 2021/12/10) */ We are in the process of reviewing consumer's file and have tried to contact consumer. We look forward to hearing back from consumer very soon so that we may attempt to resolve all issues. Consumer Response /* (3000, 15, 2022/01/03) */ ***Document Attached*** Douglas ***** from Wesley financial Group contact me. We made an agreement to end the contract. I have attached the agreement. Now I am getting calls everyday from ***** and ****** collection agency demanding that I pay them. Now I believe Doug just lied to me. Business Response /* (4000, 17, 2022/01/04) */ We apologize that consumer is receiving the third party collection calls. We will contact the third party collection agency today and will direct them to stop their collection efforts. Please understand that it may take a few days or longer to stop receiving these calls. Please let us know if they do not stop within 7 business days.

• Initial Complaint

  11/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Wesley Financial has not been working with us recently as they didn't return calls/texts/emails until today when I went to the VP. They are not**** certified, they haven't gotten our timeshares cancelled and I want a full refund of our $$$.

  Business response

  11/30/2021

  Business Response /* (1000, 5, 2021/11/22) */ We are happy to announce that we have spoken with consumer and all issues have been resolved and we have made a commitment to provide better communication to consumer along with timely updates regarding consumer's timeshare termination progress.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been a client for over a year and this process has been horrible. The communication is lacking, the services aren't what we're described when I signed up to cancel my timeshare. Correspondence written at a middle school level, no follow ups, no clear picture of what they are doing for my case or what is next. Changed my case manager and and everything seems scripted. Timeshare has said they will not work with me and to sell timeshare and asked me to not communicate with them anymore Requested WFG terminate refund me based on not providing services as described almost a month ago, was told they aren't sure if the process to cancel and refund me.. No follow up, no response on what is going on. I follow up and told they aren't sure how To work a refund They are no different than a timeshare.. Won't work with you, won't provide guidance, won't respond when looking to get a refund based off of lack of services provided

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/11/11) */ We have spoken with consumer and we have resolved all issues to the consumer's satisfaction. Consumer Response /* (2000, 7, 2021/11/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was very satisfied with the response and quick action taken by Wesley Financial Group! The were very understanding and accommodating in resolving my issues. Greatly appreciated the prompt response and resolution

• Initial Complaint

  11/03/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This is my second attempt to have an issue resolved with Wesley Financial. After filing a complaint last week, I received a voicemail from Wesley Group and returned the call within** minutes. I was sent straight to voicemail and there was no prompt to leave a message. I was then sent to another person's voice mail, where I did leave a message. I have seen other responses where they claim to have attempted to contact clients. Maybe this strategy allows them to make that claim. I am utterly disappointed with the lack of professionalism displayed by Wesley. The letters they have forwarded for me to send to our timeshare company are fraught with grammatical errors and sound like a ** year old wrote them. Some of the recommendations that they have given me prove that they are not familiar with my case. They have made suggestions that they made months previous and that we have confirmed that we done in the past. Apparently they don't update our files, or they don't read them. I told them of my displeasure over a month ago and ask about their refund policy. They responded at that time and told me that I could get my money back after * years and have not sent me any correspondence since then. My issue is that based on their performance during this past year, I will never be released from my timeshare. They have given me the same game plan several times, only to give me the same types of letters to forward that have not and will not result in desired response from our timeshare company, I do not want them to keep my nearly * grand and earn interest off of it for * years, only to return a portion of it to me. I want my money back now.

  Business response

  11/16/2021

  Business Response /* (1000, 5, 2021/11/11) */ We are sorry that the consumer is not satisfied with our services. We will have someone reach out to the consumer as soon as possible in a effort to resolve all issues. Consumer Response /* (3000, 7, 2021/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) When we filed the initial complaint, we received a phone call and was left a message. We attempted to call them back within a matter of 3 minutes. Our call went to a voice mail for the person we called, there was no prompt for us to leave a message and we were then transferred to another person's voice mail. We left a message and never heard anything back. Since filing this complaint, we received an email acknowledging our complaint and we have heard nothing since. We simply want our money back, as they are still doing nothing on our case. Business Response /* (4000, 9, 2021/11/12) */ We have spoken with the consumer and this matter has been resolved. Consumer Response /* (2000, 11, 2021/11/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business has made an offer to settle and we accept this offer. If the business does not go through with their offer, we will file another complaint.

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Wesley financial closed out our time share and promised us help with the financial recovery process, which they failed to do. They promised us to help us with credit repair which was never fruitful. Now they've sent us an email regarding our bill to be sent to a 3rd party for collections even though they failed to help us repair our credit. They told us to stop paying our time share and that they would help us rebuild our credit which they never did even after we sought their help and guidance.

  Business response

  10/25/2021

  Business Response /* (1000, 5, 2021/10/21) */ We have made contact with the consumer and have scheduled a telephone call for Friday, October 22, 2021, to discuss this matter. We hope to reach a resolution at that time that is satisfactory to the consumer. Consumer Response /* (2000, 7, 2021/10/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) They gave us the option to terminate our agreement and they apologized for the miscommunication and misunderstandings that occurred. Currently waiting for them to send us the confirmation of termination.

• Initial Complaint

  10/10/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 01/20/21, My family and I hired Wesley Financial Group to get us out of our timeshare. However, this company has not done any work to actually help us nor can they provide any solid evidence of actions taken by them to do so. They are charging us a total of $********* and have us making monthly payments of $****** until March 15th, 2023. They said we will get a 100% money-back guarantee if they can't get us out, but going into foreclosure isn't THEM canceling or getting us out! They want to take credit and make money off of the inevitable when we, and all of their clients, stop making their payments. At this point any **** closer my family is getting to a termination from our timeshare is a result of us stopping our payments to our timeshare company and not of any action taken by WFG. I refuse to keep paying them for a service that they are not even capable of providing. We feel taken advantage of, want to terminate our contract with them ASAP, and want a full refund!

  Business response

  10/22/2021

  Business Response /* (1000, 5, 2021/10/18) */ We have contacted the consumer and we are happy to report that we have reached a resolution that is satifactory to the consumer. Consumer Response /* (2000, 7, 2021/10/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Within 4 days of filing my complaint with the BBB, I received a call from a Welsey Financial Group (WFG) Representative within their compliance department to discuss it. The rep was very apologetic and acknowledged that my family and I were not provided the service they promised and agreed that we did not receive the proper follow ups needed. There was mention that some of the recorded conversations with the company had been reviewed and that certain issues were provided to the proper teams to discuss internally for them to address. Whether that is true or not, I appreciated the accountability that he took on behalf of the company. Early on in our conversation, he stated that WFG is going to give us a full refund of what we had paid them and that we will no longer be expected to make any further payments. Any billing notices can be disregarded as of that phone call. I especially appreciated that the rep stated that I would receive the promise of the refund in written form via email since I had planned on asking for one had he not mentioned it. He explained the process and steps that we would have to follow in order to receive the full refund which was each client on the contract with WFG would need to send written consent on how the refund will be received and to whom, each client will need to sign the termination document, and within 30 days from the date the termination document is completed the refund should be received. We are currently on the second **** and waiting to receive the termination document. My hope is that it does not take long for us to receive that document so we can be done with this. For the reasons stated, I am satisfied with how this complaint is being handled, however, I would still not recommend anyone get into business with them. The representative was compassionate *** simply doing his job which was great, but I still stand by not trusting this company, as a whole, to help people terminate their timeshares.

*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. ↩