PDL Protection

Review: I canceled services within 3 days and the company continued to take funds out of my account for 3 months.Desired Settlement: I expect a full refund of $465.

Business

Response:

Re: [redacted]

Thank you for the opportunity to respond to Ms. [redacted]'s complaint. There will be several emails sent

to you in regards to her account with us. Each will have the client's name and ID number in the subject

line.

Ms. [redacted] enrolled the in PDL Horizons program on May 21, 2013. She did not cancel from the

program until August 9, 2013. On May 28, 2013 a welcome call was done with Ms. [redacted] by one of

the customer care representatives. The purpose of that call is to go over the program with the client,

make sure fees were explained to them when they were enrolled, and to make sure that not only does

the client have a clear understanding of the program, but also to answer any questions client may have.

On that date a welcome pack was also sent to client's email. That welcome pack includes an

information packet regarding the program, a copy of the contract client signed, and a creditor

information sheet for client to fill out and return. Client called in that same date (May 28, 2013) to

state that she was not receiving the kit in her email. Verified email address and then sent the kit out as

five individual emails since her Yahoo account apparently rejected the first email as being too large a

file to process. On June 5, 2013, client sent in a copy of the creditor information sheet with updated

contact information for the creditors that were enrolled.

Ms. [redacted]'s first payment was scheduled for and drafted on May 31, 2013 and posted to her account on

June 6, 2013. The second payment was scheduled to draft on June 14, 2013 and posted to her PDL

Horizons account on June 20, 2013. The third payment was scheduled for June 28, 2013 and posted to

her account with us on July 5, 2013. Ms. [redacted] placed a stop on payment for July 12, 2013 with her

bank as R10, client advises not authorized transaction. This was actually done after Ms. [redacted] called

us on July 10, 2013 and updated account information with a new bank account number. The payment

scheduled for July 26, 2013 came back as insufficient funds. The payment scheduled for August 8,

2013 came back as R08, payment stopped. That is the same date client called in and canceled.

In between the above payment dates, all of the client's creditors had been contacted. They were sent a

copy of the client's Power of Attorney and a request for them to validate the debt. Of the four creditors

we were assisting Ms. [redacted] with, two had provided the requested validation on July 16, 2013, prior to

client canceling from the program.

When Ms. [redacted] canceled from the program she was provided with an Account Closure Form by email

so funds that were still in the Special Purpose Savings Account that had been set up for her could be

returned. Apparently, this form was never sent in for client to recover those funds.

Per the contract, any fees associated with the program are non-refundable. A copy of this contract is

going to be emailed separately to you. Also coming as an email will be an account activity sheet that

shows work that has been done on this account.

As stated above, client did not cancel within the three days that is allowed by law for canceling. Client

did not cancel until she had been in the program for almost two and a half months.

Because of all the work that was done on this account, no refund will be provided. Also, client did not

take advantage of having funds that would have been available returned to her. The funds that would

have been available are no longer available due to banking fees of $14.95 per month that the processor

holding the Special Purpose Savings Account charges. This is also in the contract.

Again, we do appreciate being allowed to give information regarding this account. Please feel free to

contact us if there are any further questions or the need to provide any further information.

Sincerely,

Customer Care

Floor Supervisor

PDL Horizons

Phone: 877-859-3407

Fax: 877-859-3409

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I received a welcome call on 5/24 and I canceled on 5/28/13. I have attached a copy of the fax.

Regards,