Consumer complaint received 2025-03-16 00:00:00
Product: Debt or credit management — Debt settlement
Issue: Didn't provide services promised — 
Company: FREEDOM FINANCIAL NETWORK
State: KY

Complaint narrative:
I hired Freedom Debt Relief to help me pay off my debts. I started with them on XX/XX/XXXX. XXXX of the accounts was a credit card with XXXX XXXX XXXXXXXX, with an initial balance of {$650.00} and they reached an agreement on XX/XX/XXXX for {$450.00} in XXXX payments of {$150.00} each to be made on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. 

I had one payment left of {$150.00} to pay off that account. On XX/XX/XXXX they tried to withdraw the funds from my checking account, but there was not enough money, so they were unable to do so. When I had the funds, I called on XX/XX/XXXX to make the payment of what I needed to complete the {$150.00} and thus finish the agreement with a deadline of XX/XX/XXXX. The person who helped me told me that she could not make the payment at that time because it was late ( around XXXX ), so she was going to schedule the payment for XX/XX/XXXX. Since I had had problems due to a similar situation with another of my debts, I asked her to confirm if the funds were going to be available so that the payment would be made on time because I did not want to lose the agreement. I also offered to complete a wire transfer because I had already done so in the past. I asked her three times and three times she confirmed that there was no problem, no wire transfer was necessary, and that once they debited my account the funds would be available to cover the last payment for XXXX  XXXX XXXX. 

On XX/XX/XXXX, they entered my Freedom account and said that due to lack of funds, he had lost the agreement. 

That same day ( XX/XX/XXXX ) I called again to ask what had happened, I explained to the person and asked him to put me through to his supervisor ( XXXX ). I tried to explain what happened and he told me that it was my fault for not having funds in the account, that they had to renegotiate from the beginning and that I had to pay everything again. That in any case they had to investigate and that they would call me in 48 hours. I tried to explain that the Customer Service rep told me that I would not have any problems paying on time by the deadline but XXXX, who basically did not even let me speak, said that it was my fault for not having funds. 

I called again on XX/XX/XXXX because I had not received a call. I told him again what had happened to me and they told me that they were going to assign someone to follow my case. 

On XX/XX/XXXX I received a call from XXXX XXXX who introduced himself as the person assigned to handle my case. I told him everything from the beginning and he told me that he was going to be in charge of doing the investigation, which basically consists of first listening to the calls from the beginning ( XX/XX/XXXX ). He asked me to send him a Screenshot of my XXXX  XXXX XXXX account statement via Email which I did. 

XXXX calls me to tell me that he completely forgot to listen to the calls between myself and the rep that assured me that my payment would clear on time to satisfy the settlement agreement. 

From then on I did not receive a call or email with any updates. So I made several calls between XX/XX/XXXX and XX/XX/XXXX with no response. 

XXXX sends me an email on XX/XX/XXXX saying that he was sick and that he had not been able to follow up on the case and asks if he can call me, but he has no news. 

I called XXXX on XX/XX/XXXX with no response, so I sent him an email to please return my call at his convenience, still no response. 

I called on XX/XX/XXXX again, with no response. The same day I sent XXXX an email asking to speak to a supervisor because I had no response. 

After a few calls with no news, XXXX finally called me and confirmed that they heard the call where the agent clearly confirmed that the funds would be available to make the last payment and thus finish paying off the debt. He told me that since they made a mistake, they were going to take responsibility for the error. This meant that they had to renegotiate an agreement with XXXX  XXXX XXXX and from the agreement they reached, I would only have to pay the {$150.00} that I was missing to cover that debt, which was already available in my account at Freedom. However I had to wait for him to reach out to the negotiations team as well the team that's in charge of reimbursements. I received XXXX calls from XXXX after that, to let me know that he had no news yet again. 

On XX/XX/XXXX I received an email from XXXX saying that there was no news and that if they did not respond by XX/XX/XXXX he would escalate it. I sent him an email again on XX/XX/XXXX to check if there was any news and XXXX responded on XX/XX/XXXX via an email saying there was no news. 

To this day they have not resolved anything, they continue to charge me administrative fees for a service they are not providing, they charged the settlement fee for a debt that is not resolved. 

I contacted XXXX  XXXX XXXX and they confirmed that they have not received any attempt at settlement from Freedom since XX/XX/XXXX.

Company response to consumer: Closed with explanation