Consumer complaint received 2024-10-10
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with additional add-on products or services — 
Company: Healthcare Finance Direct LLC. (CA)

Issue Details : I began my XXXX treatment approximately two years ago, paying for aligners through a payment plan facilitated by XXXX, which is managed by Healthcare Finance Direct. My treatment included a XXXX XXXX Guarantee for future retainers and adjustments, which are critical to maintaining my dental alignment. 

However, due to XXXX recent bankruptcy filing, they are no longer able to provide aftercare services, including rXXXX XXXX, as promised in the treatment plan. This has led to significant XXXX discomfort and XXXX misalignment. Despite the companys failure to fulfill their contractual obligations, Healthcare Finance Direct is continuing to charge me for the treatment without providing any refund, adjustment, or resolution. 

I have repeatedly contacted HFD, requesting a refund or cancellation of my remaining payments, given that the services outlined in my contract are no longer being provided. However, they have refused my request, citing the validity of my installment contract. They have also warned that failure to continue making payments will result in my account being sent to collections, negatively impacting my credit score. 

Violations : I believe this situation violates several consumer protection laws, including : Fair Credit Billing Act ( FCBA ) : I am being charged for services that are no longer being rendered, which falls under billing errors that should be disputed under the FCBA. 
Federal Trade Commission ( FTC ) Guidelines : The ongoing collection of payments for services XXXX can no longer provide is an unfair and deceptive practice. 
Magnuson-Moss Warranty Act : My XXXX XXXX  Guarantee, which was a major selling point of the treatment, is now void due to XXXX inability to honor the warranty. 
Request for Assistance : I am seeking the CFPBs assistance in investigating this matter and holding both XXXX and Healthcare Finance Direct accountable for failing to honor the terms of my contract. 

Dates of correspondence : Request for refund - sent on XX/XX/year>. 
Response from HFD - received on XX/XX/year>. No information on the requested refund was provided by HFD. They just prompted me to continue payments and mentioned that I will be sent to collectors if I stopped paying. 
Request to provide a formal explanation as to why my refund request has not been processed or acknowledged- sent on XX/XX/year> XXXX from HFD - received on XX/XX/year>. HFD did not address my request for a refund. They simply repeated the previous message. 
The second request to provide a formal explanation and escalate of refund request due to unfulfilled services- sent on XX/XX/year> XXXX from HFD - received on XX/XX/XXXX. Again no information about a refund that they are obligated to process. I only received a generic responce that the XXXX XXXX XXXX is no longer available ( which I already know and which is the reason I request a refund ). 

I am willing to share copies of my correspondence with Healthcare Finance Direct for your reference if needed. In every email, HFD inserted their " disclaimer '' which says : " This communication, along with any documents, files or attachments, is intended only for the use of the addressee and contains privileged and confidential information. If you are not the intended recipient, you are hereby notified that any dissemination, distribution or copying of any information contained in or attached to this communication is strictly prohibited. '' I am afraid to do something wrong but at the same time, I want to protect my consumer rights. Please help me to resolve this problem and protect my rights. 

Sincerely, XXXX XXXX