Product: Credit reporting, credit repair services, or other personal consumer reports

I started an essential plan account related to Covid-19 hardship on XX/XX/XXXX. They removed a total of 6 negative items, 2 from each Credit Bureau. The last negative item was removed back on XXXX. Removals are not guaranteed from which I understand but they managed to remove 6 items in a 4 month time period faster than usual but then after those months no more removals was attempted out of a total of 30 negative items. Its been a year and they managed to remove 6. Its multiple features associated in my plan, which one is called escalation which was used the first six times to get those items removed, which was used for those removals. Also its another feature in the program called intervention, which wasnt used at all which was essential to my case based off COVID-19, which they knew about when I first opened the account because they ask you on the case setup to select : Was this item affected by any of the following? Choose the one that fits best. Which I selected COVID-19. So they knew the correct approach to handle XXXX XXXX case. On XXXX at XXXX called lasted XXXX XXXX. I called and spoke with a XXXX I believe his name was and he didnt know what to do about what I stated to him so he transferred the call to the supervisor whos name I believe was XXXX, I stated to her the performance from when the account opened why the worked stopped based off the gap from XX/XX/XXXX to XX/XX/XXXX. I was told that the reason was due to features not being used which is the escalation & intervention process. They was sending the letters but not using the features that was associated with my plan which on the phone call it was included. I spoke on the gap from the last removal which is in XXXX of XXXX to XXXX of XXXX not a single removal. This company has been charging my card {$59.00} every month for this service & work was halted due to other activities from the last removal date everything stopped. The supervisor XXXX also stated how sorry she was but the best she could do was give me a month free based on the stress Lexington Law caused. They charged me every month faithfully only for me to find out they maliciously/intentionally left out main features in my program to halt removals knowingly so the process takes longer to fix. She went on to state what could be done further which was to only offer 1 free month of service after all the other months was clear that no features was used, I asked for at least 3 months of free service even though there were a 9 month gap of non work activity on my case was was all paid for. I explained to her how I took the short end of the stick to try and reason to get her to change her mind after she stated how shes authorized to and that she could not solve the issue. She knew they messed up thats why she tried to offer the free month which was not fair based on what wasnt done. They took money from me and didnt provide the necessary requirements that they was suppose to do, I hired them to use the law and the resources they provided to help me not cause stress. They knew I had the features but later tried to use them when I stated in the call what they was suppose to be used the last times when they first removed those items stated herein. When a person pays for the service the servicer suppose to hold up their end of the bargain and or if they could no longer perform or know how to perform it is their responsibility to inform the customer that the work cant be performed anymore so therefore it is out of our hands, case in point. I put my faith in them I didnt constantly call them because I used Lexington Law previously, they did a good job for me years ago & I thought they wouldve treated me the same way initially. I would like to be heard I state my case, thank you for being the barrier for the people who matter.