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Marcus

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Review of the Money Wellness, Debt advice:

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Getting in touch with you is impossible.

Getting in touch with you is impossible. I have tried on several occassions to get through your (presumably) AI call handler, and have ended up in an infinite loop of the same menus, or complete silence on the other end every single time. You haven't provided an email address to contact which will help to actually get through to somone, which has resulted in me having to go directly to the insolvency service themselves for support. This is something I shouldn't have to do given that you are the approved intermediary in my DRO. During the application process for my DRO, your agents were unhelpful a large amount of the time, with one of them telling me I needed to have StepChange explicitly recommend a DRO as the only solution, which is not the case at all. Further, when I had finally gotten through that roadblock, I had to email you multiple times to correct the figures demonstrated in the DRO documentation, during which time I was dismissed multiple times, and no one explained why the figures were so inaccurate. I expressed concerns that went completely unaddressed. Please dont misunderstand - the inability to contact you with any level of consistency is the absolute largest complaint I have. Communicating about this stuff should be easy, efficient, and simple, but it has been a drag the entire time. Reviewed on: 20th February 2026

Reply from Money Wellness Hi Marcus, We're really sorry to hear how difficult it's been to get in touch with us, that's not the experience we want for anyone. We completely understand how frustrating it must have been to feel dismissed or stuck in loops when all you needed was a straightforward conversation. Communication should be easy, and we're sorry it hasn't been. We'd really like the chance to address your concerns properly. Please do email us directly at [email protected] and we'll make sure your message gets to the right person. Thank you for taking the time to share this. We appreciate it. Money Wellness Response date: 23rd February 2026

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