Consumer complaint received 2026-03-02 00:00:00
Product: Debt or credit management — Debt settlement
Issue: Unauthorized withdrawals or charges — 
Company: Clarity Debt Resolution, Inc
State: NM

Complaint narrative:
I am submitting this supplemental complaint regarding Clarity Debt XXXX. This matter follows a prior dispute I filed in XX/XX/XXXX, with the XXXX concerning undisclosed or improperly disclosed fees charged during my enrollment. In my earlier dispute, I challenged fees that were not disclosed to me at the time of enrollment. When I was initially contacted by a representative in late XXXX about the program with Clarity, I had several conversations where I asked NUMEROUS and SPECIFIC questions to the representative, named XXXX. I wanted to make sure I understood what the program entailed and all costs associated with the program and Clarity 's services. I wanted to be sure it would be worth ruining my credit for. The representative told me the only fee the company would charge me would be a {$10.00} monthly maintenance fee and nothing else. I even asked specifically if they charged a percentage or flat fee per account they settled and the representative told me no and again told me that the only fee i would pay the company was that {$10.00} monthly maintenance fee. I even at XXXX point jokingly asked how the company made a profit or paid the employees paychecks - and the representative answered saying something along the lines of it having to do with the number of accounts they handle/people they help and the pay structure in the company. The answers I was given made me believe that the program was truly my best option to get out of debt and so, based on the answers which I later discovered were beyond misleading and entirely false, I enrolled in the program. During the enrollment process, I was asked to sign documents and give verbal acknowledgement and agreement to, what i was told were " standard terms and conditions. '' When agreeing to these terms and conditions, because of the information I had been given before deciding to enroll and the fact that i was told the terms and conditions were " standard '' - any that didnt match what I was mislead to believe, I assumed just didnt apply and that being standard, some may not be applicable to my account. In XX/XX/XXXX, my husband and I were expecting money and were going to use the money to pay off whatever debt we could. To prepare for the payoffs, I contacted Clarity Debt XXXX to request a payoff quote- and I also reviewed all the documents available to me online. I noticed the money they've collected didnt seem to match what they claimed to pay- so i started reviewing things and thats when I discovered that I was being charged fees that I had been told repeatedly I would not. When I called the company to get answers in the end of XXXX and beginning of XXXX- they told me that I signed the agreement and verbally acknowledged and therefore I couldn't dispute the charges- I tried to explain that anything I agreed to was based on the answers the rep gave me prior to my enrollment.. I requested the transcripts from those calls, and Clarity Debt XXXX denied my request- I then escalated a dispute of the charges that were not disclosed to me. That dispute was denied. During the process of me disputing charges that had not been disclosed to me, and the issues I was experiencing- I decided that it was in my best interest to terminate my enrollment in their program and the use of their services. I reached out to each of my creditors and worked out a settlement directly with them. On XX/XX/XXXX - while speaking with a supervisor, named XXXX I believe, about my initial dispute and request for those fees to be refunded- I inquired about the steps to terminate my enrollment and to have the balance remaining in the trust account they set up, to be returned to me. This conversation was conducted via recorded telephone call. The supervisor responsible for discussing my dispute with me, stated that only my assigned account manager had authority to process termination and determine disposition of trust account funds, and added that only he could process the termination of my account. Immediately afterward, still XX/XX/XXXX, I spoke with my account manager, who's name is XXXX. During that call, he : Confirmed my trust account balance was {$500.00} Confirmed there were no outstanding fees remaining Stated multiple times that I would receive the full {$500.00} Advised the refund would be processed electronically within XXXX days During the same call, I specifically asked whether I needed to sign anything or take any additional steps to finalize termination and prevent further actions. I was told no further action was required and that nothing further would occur on my behalf. No written confirmation of termination was ever provided. More than XXXX days later, I had not received the refund. Upon follow-up, I was informed that : Payments were issued after termination The remaining balance was applied to outstanding fees not collected The account manager allegedly did not have authority to promise the refund These statements directly contradict what was represented to me during the previous recorded calls. I have made SEVERAL attempts to resolve this matter directly with Clarity Debt XXXX all of which have resulted in me being told several different stories, each XXXX contradicting the story before, they have denied me access to the call transcripts from before I enrolled and now with this dispute and refuse to follow through on any promises made - they have refused to rectify any of the mistakes that have been made on their end - and are now ignoring me entirely. They mislead me into using their services and then left me with a life destroyed. Given the prior dispute regarding undisclosed fees, denial of transcript access, and now post-termination use of funds after confirmation that no fees were owed, in addition to several other issues I have had with this company, I am concerned this reflects a broader pattern of misrepresentation and improper fee practices. I revoked authorization upon termination and did not authorize any further payments or fee collection. I am seeking recovery of {$500.00} improperly retained funds - plus the {$1800.00} in settlement fees that I was told I wouldn't be charged initially- as well as requesting that a regulatory review and investigation of the companys practices be conducted. The damage I have endured as a result of the program and the misleading representations, far exceeds the amount I am seeking. My payments doubled from what they originally told me which made it impossible for me to keep up with payments to other accounts which resulted in me having to make several late payments or partial payments- XXXX account I wanted to keep open ended up being closed because of this and my credit has been so destroyed I don't know how long it will take to rebuild. The actions of this company has nearly destroyed my life - Working in the financial industry, I now struggle to find a job because financial companies don't really feel that someone with terrible credit is a good candidate for a financial position. If I had been told true information initially, I would not have made the decision to enroll in this program, and doing so has destroyed my life far beyond some fees collected without my knowledge or consent and now I am left to pick up the pieces and rebuild my life because XXXX XXXX XXXX is avoiding accountability and refusing to try to rectify the situation. The money I am seeking won't repair the damage to my credit or life, but it is the very minimum of compensation for the detriment they have caused. I want to make sure that no one else ends up in a situation like I am now. Clarity Debt Solutions should not be allowed to do business like this and definitely should not be able to evade accountability for practices that are so damaging to the consumers that turn to them for help.

Company response to consumer: Closed with explanation