Product: Debt or credit management

Early XXXX of this year, I spoke with XXXX at XXXX XXXX XXXX about doing a program to help me with a seriously high interest, high balance, unmanageable credit card account, I had with XXXX XXXXXXXX. He explained the program to me and stated that I would be making {$220.00} bi-weekly payments into an account and they would make negotiations with the creditors to lower my balance and successfully pay off the debt within 48 months. He said he could not set up a program with just the XXXX account, so I added XXXX more accounts. Both of these accounts were current at the time and I was making payments every month, had payments on file for upcoming due dates. I removed all those payments and now they are accruing late fees etc. I was told that their fee for the services were a certain percentage, I noted on my own papers that it was 6 %, as that was what I heard during his spiel. I clearly explained that the XXXX accounts were current at the time but the XXXX XXXX was already several months behind. ( The claim was that they could not negotiate with the creditors until the credit card balance was at least XXXX  months or so behind ). Because of these facts my XXXX XXXX account would take priority ( as they were several months behind already ) and they would begin right away and looking into working with XXXX XXXX for negotiations. I also explained that I have fallen victim to companies that say XXXX thing and upon agreement and payment, comes hidden fees and charges. It was stated that, no money was taken UNTIL the first payment went out to the creditors. So, I verbally agreed. After XXXX was done and I had signed pages of online documents. I scanned and reviewed each XXXX but I did not see any section that dollar amounts were defined. They may have been there but if they were they were cleverly placed in the documents. It was then that XXXX told me about a XXXX time {$10.00} set up fee. I was transferred to a female from a different department or company who again verbally reviewed all the documents and went over the legal responsibilities XXXX  and verbally agreed the other terms I was stated as true and correct. 
XXXX immediately began setting up the arrangement. My first bi-weekly payment went out to them from my checking account on XX/XX/XXXX. I looked up my statement and then found there was other fees taken from my account. There was a fee for XXXX ( a legal team ) of {$14.00}, a service fee for {$10.00} and the account set up fee of {$9.00}. I never was told about these legal and monthly service fees. Again, as I stated previously, I was told there were no fees paid until payments started going out to the creditors. I asked how much would come out once payments start going to the creditors, which is going to be several months before that happens, and I did not get a clear answer. It was just explained that it is included in my {$220.00} payment. I was not told that my radically delinquent account ( XXXX  XXXX ) that is accruing approximately XXXX XXXXXXXX {$400.00} a month was going to sit inactive for MONTHS. It appears that there are many companies intertwined into this program. There is XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX, and XXXX XXXX XXXX, maybe more. I am told the are all part of XXXX, described to me as family members. I didnt realize I was supporting such a large family. I was not told there was an additional {$25.00} taken from my account. I have tried many times to contact my representative who set me up but I have had no response. 
Early XXXX there was a balance over {$2200.00} in my account. A settlement amount was approved/ agreed upon with XXXX XXXX. On XX/XX/XXXX a {$50.00} payment went out to XXXX XXXX. On XX/XX/XXXX a payment of {$2200.00} went out to book, this brought my balance to {$30.00}. I was sick to my stomach ; this has had a severe emotionally negative outcome on my everyday life. My husband and I struggle to make ends meet and to keep are utilities, home needs, groceries, insurance, bills in general up to date. At our age it is not easy to find high paying jobs like we could when we were younger. I was disgusted that all our investing into this account over the past 6 months was just completely gone. I have shared my feelings with XXXX firmly and they just state that this is the program, sorry you didnt understand. I feel that I was taken advantage of and provided confusing and/or misleading information and disclosures, as they saw an ageing couple in financial crisis and that they could profit.