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Review of the Debt Movement, Debt Solutions:

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Horrendous service

No consideration that there is a very distressed person involved. Communication refers to you as Dear <Autogenerate First Name, Last Name>. There is never an individual - not even sure if I am dealing with a real person or a robot. In one sweeping statement I am in bits as they are now saying I am in breach of my IVA when I have complied with their requests on time! It seems that I can't change from them and am possibly risking my hard work over the past 5 years because of their inadequacies. Their email communication is unpreofessional. Emails are partially auto generated and comprise of cut and paste different fonts and not checked for clarity or completeness. The online portal is clunky, has spelling mistakes and doesn't seem to work properly. Documentation uploaded has gone missing. I am in the last year of my 6 year IVA. I submitted my annual return on time, was asked a lot of questions, which needed to be submitted within 7 days. I did so. I uploaded the information on their portal. The documents saved but the updated figures could only be saved, not submitted. I replied extensively to the questions in my email reply and stated that the portal wasn't working as expected. Five days later I get a reply (which of course ended up in my junk mail so I didn't see it until 7 days later) stating I was in breach of my IVA! They asked me to answer the questions (I had done) and to send the information through on the attached spreadsheet (there was nothing attached). My uploaded documentation had disappeared. Their 'emergency number' is not in action over the Easter holiday so I am now left feeling confused, helpless and distraught. They text me regularly so why don't they call if there was such a major issue with my account? Reviewed on: 8th April 2023

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