Consumer complaint received 2018-04-19
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit repair services
Issue: Confusing or misleading advertising or marketing — 
Company: John C. Heath, Attorney at Law, PLLC (KS)

I contacted XXXX XXXX by phone on XX/XX/XXXX somewhere between XXXX and asked for details on credit repair for me and my wife. The representative explained to us that they have a specialty and if I want to add a family member, in this case it was my wife so he said the credit repair cost is {$120.00} per month but because the special they have it would be {$64.00} per month, he also said that they charge {$14.00} to pull our credit report. He also said that they have a refund policy that if they don't get the results done they will refund us the full amount, ( and also he said that we will not get charged until they get all the results done ) including the {$14.00} to pull the credit report and if they are not able to fix our credit we will still get a refund and that is a part of the refund policy. The representative was very nice and we spoke with him for 40 minutes his name was XXXX  and he said if we have any issues in the future just give him a call and he also promised that all the results will get done somewhere between 20 days. On XX/XX/XXXX I received a letter from the collection company that they responded to my dispute from XX/XX/XXXX and they are removing the collection because it was an error. So I no longer needed the credit repair services so I tried to contact XXXX XXXX by phone on XX/XX/XXXX and to disconnect the services because me and my wife no longer needed them. The first attempt that I made by phone I waited 2 hours and 20 minutes I eventually gave up and hung up, and then I tried to contact them again on the same day and I ended up waiting for 1 hour and 40 minutes and eventually I hung up the phone because I had to make a different phone call. It was a big inconvienience and then the next day on XX/XX/XXXX I made another attempt to contact them by phone and I ended up waiting 2 hours and 30 minutes and eventually a rep answered the phone and I asked to speak with XXXX the representative that signed me and my wife up. That representative said they don't have a XXXX  in their company and he was very impatient and he said " What can I do for you? '' I explained to him that I already got the collection removed for me and my wife 's credit report and I no longer need their services. He told me that he is going to check if the collection got removed from his system and then after 2 mins he said that he could see that the collections got removed and he then updated that on his system to take the credit as if they did it for us. Then I told him that I got the letter on XX/XX/XXXX that I got the collection removed not him and then the rep said " Whatever '' and then I told him about XXXX explaining to me about the refund policy and then the rep scared me and said that I must continue the services with them if not the collections will come back, I was shocked and said Okay and the phone call got disconnected. Since then me and my wife tried to make a couple of attempts to contact XXXX XXXX by phone and each of us just gave up each hour waiting several attempts during the day, and during different times. And then on XX/XX/XXXX my cousins wife came to visit us and her name is XXXX, she asked my wife who is on the phone for an hour because my wife had the phone on speaker, then my wife was talking to her about XXXX XXXX   and then XXXX went on her phone to XXXX the name and went to their website but she is not sure what she did over there but after 3 minutes they called her and it was a representative from XXXX XXXX, hence XXXX was surprised because she didn't put her name on the website nor put any of her information on the website yet they called her right away. I immediatley told XXXX to hand me the phone and I told the representative that my wife has been on hold a very long time and I want to disconnect their services. The rep from XXXX XXXX said she is from a different department but she can transfer me and after a few seconds the phone call got disconnected and the disconnection didn't come from my side. I also told my wife to hang up the phone because she was waiting for so long. All three of us were so surprised that my wife and I were trying to contact them for several days but then when XXXX  went to the website a rep from XXXX XXXX called her right away. I realized they are probably using some kind of system that when they see a customer number they just keep them waiting on the phone for a couple of hours. On XX/XX/XXXX I finally got a hold of a representative after waiting 1 hour and 25 mins I demanded to disconnect me and my wife 's services through them, and demanded a full refund because they are scamming and misleading customers and I wanted to speak with a manager after a few minutes I spoke with a manager and that manager transferred me to a different manager, I explained to that manager that they are breaking the law because they are misleading customers and scamming people and I also told her that when I first signed up with the rep XXXX  he promised me that they have a refund policy and that every phone call that I am calling them the phone call is recorded and I told her to pull up the recorded phone call from XX/XX/XXXX so she can hear for herself that XXXX promised me a full refund and that we will not get charged until the collection will get removed. After talking to her to tell her over and over again that her company is breaking the law and quoting her that " under the law credit repair services can not charge until 6 months after they have achieved the promised results '', quoting XXXX XXXX CFPB deputy enforcement director which she quoted on XXXX XXXX. The managers response was that her company was the best company in the US and they have been in business for over 20 years and that when someone is searching for credit repair they pop up as the first results on XXXX. I was so shocked from her response it was so sad but at the same time it was so funny and I told her that being first on the results on XXXX has nothing to do if the company has been in the business for 20 years or one day they just pay XXXX to advertise them to be placed on the top of the results. She didn't answer anything to me about that and I also told her that regardless what XXXX promised me or not I don't understand why I am getting charged for XX/XX/XXXXwhen I am disconnecting the services at the beginning of XX/XX/XXXX before it was to be charged for a full month. The rep finally listened she promised me that she is going to give me a full refund. XX/XX/XXXX I got charged on my credit card {$14.00} twice. On XX/XX/XXXX I got charged {$64.00} on my credit card twice. On XX/XX/XXXX I got charged on my credit card {$120.00} twice. On XX/XX/XXXX I got a refund for the amount of {$65.00} twice. I am deeply concerned and therefore I want to inform the CFPB and I ask the CFPB to step in and open a full investigation with XXXX XXXX company for the following reasons 1 ) they are giving misleading advertising 2 ) they are scamming me 3 ) they are using some kind of system that keeps customers waiting for long periods of time, several hours and when a new customer is calling they are answering right away like I mentioned before. 4 ) they are also breaking the law according to XXXX XXXX the CFPB deputy enforcement director. I ask the CFPB to issue a warrant to XXXX XXXX to get every recorded phone call from every attempt that I made with them including the first contact on XX/XX/XXXX with the rep XXXX  to see that I am telling the truth. I got charged a total of {$410.00} and I only got a refund of {$130.00} and therefore they still owe me {$280.00}