Consumer complaint received 2025-09-23 00:00:00
Product: Debt or credit management — Debt settlement
Issue: Didn't provide services promised — 
Company: The J. G. Wentworth Company
State: MO

Complaint narrative:
I signed up with JG Wentworth for debt consolidation in XX/XX/year>. I was informed that if the creditors reported to the credit bureau I would not need to provide additional documentation, but if they did not I would. They accepted account statements on several loans that did not report to the credit bureaus but then refused to accept that same documentation from XXXX XXXX and stated they required a Truth In lending document, from XXXX XXXX even though that company did report to the credit bureaus and JG did not require the Truth In Lending from the other loan companies in that were added to the program. It took me from XXXX until XX/XX/year> when I spoke with XXXX regarding the problems I had been having from XXXX XXXX claiming they did not have a Truth In lending document. I arranged a XXXX way call between XXXX, me and XXXX with XXXX XXXX  at which time she did advised they have the Truth In Lending document but she kept referring to it as a " TILA ''. She then advised she would email me the documents. I uploaded documents into the JG Wentworth client portal. XXXX advised me once I had them uploaded to check back in a few days and he gave me his extension to contact him directly. I tried checking back and left several messages, and then in XXXX when I called and spoke with a different agent I was informed they could not locate a XXXX without his last name and that no one answered at that extension. I explained the situation, the agent looked into my account said he did find the XXXX XXXX XXXX documents and would create a case, case # XXXX and have the situation expedited to get the creditor added to the program and to call back in a few days. I did so and was advised it was still under review call back in a few days. I called again and spoke with another agent XXXX who then informed me he did not see the required Truth In Lending document and that I needed to upload it again, which I did. He then stated he would call me but instead sent me an email and this time they claimed that their " system '' could not read it and could i upload another copy. The document was legible, I tried forwarding the email I had received from XXXX XXXX  to them which they rejected claiming it did not come from the email they had for me on file, so I called again to find out why the " system '' was reviewing the document and not a person. The agent stated she would talk to that department and had to " Tell them to review the document as a XXXX. Then in XXXX I learned XXXX XXXX had turned the debt over to a lawyers office who then filed a law suit against. When I contacted JG Wentworth again I was advised that now the debt can not be added as it is in litigation nor would they represent me, which was part of my fees, because the debt was not added prior to litigation. I did everything to get this debt added to the program. I then spoke with a team lead XXXX XXXX who advised me that XXXX XXXX should have been added to the program at the beginning with the documentation I had submitted, that she apologized for it not being added, but that once a debt goes into litigation there is nothing they can do since it had not been added to the program. She then stated I could call the lawyers office, and work out a settlement arrangements with them and that I can cancel the program and the settlements that had already been agreed to would continue with me paying those creditors directly, and that it will save me money in the long run to do settlements offers on my own with the rest of my creditors that you just call them and ask for settlement arrangements. When I contacted the other creditors who had agreed to settlement offers, I was informed that they will not honor agreements unless payments come from JG Wentworth and up contacting the lawyers office I was advised of a balance owed, that I could make payments arrangements with them and that they would then cancel the law suit. It wasn't until XX/XX/year> when I received a letter from that lawyers office that not only would I be paying the full balance due, but the payment arrangements I had agreed to was a Consent Judgment against me in circuit court which also included their lawyer fees, court fees and an additional 9 % interest added on until paid in full. This was not explained to me by that office when I called and agreed to a payment plan. So now my only recourse is to hire a lawyer and go to court. This has caused so much more undue stress than needed, which falls directly on JG Wentworth, their lack of training of their customer service agents, especially the initial contact individuals when signing up for the program. The run around I received in trying to get this loan added into this program and their lack of advising me prior to the litigation that they do not represent their clients if litigation starts prior to debts being added, this was never once explained to me and now I have no idea what I am going to do because I can not afford a lawyer.

Company response to consumer: Closed with explanation