Consumer complaint received 2024-01-29
Product: Debt or credit management — Debt settlement
Issue: Problem with customer service — 
Company: Progress Law, LLC (VA)

On XX/XX/XXXX, I signed an agreement just before XXXX XXXX XXXXXXXX for a debt settlement program through Progress Law. But later that day decided I wanted to terminate the agreement. 

I reviewed Progress Laws website, which states an agreement with them can be terminated via written communication ( can be electronic ), and the communication needs to be submitted 3 business days before the withdrawal date to ensure payment is not taken from the account. ( Their offices are opening Monday-Saturday ). I originally read two business days ; and all representatives I spoke to gave me the impression that my written communication on XX/XX/XXXX was given with enough time to not have money withdrawn from my debit account. 

I sent an email to their customer service email at XXXX XXXX XXXX  on XX/XX/XXXX stating clearly & concisely I wanted to withdraw & terminate the agreement I had with them in accordance to their rules & regulations. 

I received an automated email from their customer support at XXXX XXXX on XX/XX/XXXX which stated, [ my ] program drafts have been paused, due to a recent request. Our team will be reaching out to further assist you. 

At XXXX XXXX XXXX  on XX/XX/XXXX a woman named XXXX call and leave a voicemail ( VM ) stating she was from progress law & to call her back in regards to my account. I returned her call at XXXX XXXX & left a VM to call me anytime after XXXX XXXX XXXXXXXX. I followed up at XXXX XXXX XXXXXXXX, then again at XXXX XXXX XXXXXXXX, & at XXXXXXXX XXXX. I have not heard back from XXXX. 

At XXXX XXXX XXXX on XX/XX/XXXX I received a VM from an unknown number saying it was XXXX XXXX, the lawyer assigned to my settlement case. He left a phone number & email in the VM. I called back at XXXX XXXX XXXXXXXX, & was unable to leave a VM because the VM box was full. I followed up with an email at XXXX XXXX  with screenshots stating my situation. XXXX XXXX called me back at XXXX XXXX XXXX, saying he had seen he had a missed call from this number. I stated my situation, & he said he had just started with the company, & just received my case & the phone call Id received earlier that day was actually an automated message he recorded with the company, not him calling me specifically. While on the phone he looked for, & reviewed the email I sent him ; said in my email, I done all I needed to do to withdrawal from the agreement & he would send the information to the right people. I have not heard from XXXX XXXX since. 

Since XX/XX/XXXX, the only written communication Ive received from progress law was a welcoming to my debt-free journey email, which is in direct contrast with what I have been communicating to the company. The email was sent at XXXX XXXX XXXX on XX/XX/XXXX, well after my communications. 

I called their customer service line on XX/XX/XXXX @ XXXX XXXX & spoke to a representative who said they received my communications, the agreement would be terminated? XXXX called me back ASAP, & I would receive written communication from them shortly. 

The main issues Ive been having with this company is, while Ive had some communication the firm, I have yet to receive a clearly written statement that the agreement has been terminated. I also find it very difficult to log into their website because most of the time when I try to log in, I get a XXXX error code which means the page has expired. I want to let other people know that Im pretty sure this company is a scam & that they are dangerous to work with seeing as they are slow to respond, & seem to give you the run-around. It being a debt settlement situation its important for prompt responses.