No More Mortgage Employee
Provo,#2UPDATE Employee
Tue, February 24, 2009
As a 7-year employee of the Company, and one who has information about this specific file, I would like to respond to these accusations. I am informed that in the case of this customer, a settlement was arranged, the terms of which stipulated that client would submit a retraction, which they have not done. That fact alone probably says more about the validity of their complaint than anything the Company could add. The customer starts right off by saying the company promised them that a large charge on a credit card (they infer it to be about $6500) will be paid off in a couple of months. This is a fantasy, and was never promised. The Company provides exact dates for discharge of each debt, and on the documents the customer signed this debt was to be discharged in 3.8 years. The customer continues by alleging that a mortgage and a credit card were being paid on the wrong date. Before any bills are paid, the customer signs off on two reviews of their monthly payment schedule. The payment schedule is also emailed out each month to the customer to confirm that the due dates and payment amounts for each item have not changed. In other words, any mistake that might be made is not the responsibility of the Company, since it is doing its best to keep in communication with the client. The customer seems to think that use of a 3rd party affiliate is a major revelation. The Company records all communications with customers, and this fact is an up-front part of the agreement for services that is provided (and signed for by the client). The client had a good relationship with the 3rd party, and was in frequent communication with them and used their services for some months. That firm is reputable, registered with BBB, and NMM has used them for many years. The customer mentions a letter from Mr. Rosborough. The tone of the extract from his letter sounds helpful, and it seems amazing that any company, after a year's worth of service, would be willing to discuss any refund of a contract which states clearly that the investment is non-refundable. The client had over 40 interactions with the company over the year since they had been enrolled. The customer's plan was going to save them approximately 25 times the amount of money they invested, and the interview transcripts show that the customer made an informed decision, without high pressure, in the light of day, and stated that this was a service they would like to purchase. The issue of financial coaching and rebates were extras offered by the Company AFTER the client had made the decision to purchase the service. The decision to buy was made previous to the offer of these extra credit items, which are free gifts to enhance the service already purchased. The Company has helped thousands of people to improve their financial situation, from eliminating debt more quickly to providing assistance with other financial needs such as budgeting, retirement planning, and mortgage refinance. This client was given an extraordinary opportunity to get a refund on their plan investment, which cooperation went well beyond standard Company policy. They stated that they would follow through on their end and write the rest of the story in this forum, which they have not. The Company enjoys a B rating from the Better Business Bureau, and has been an accredited business with that firm for many years. The Company will move forward on its mission to help thousands of customers, despite the (unfounded) opinion and accusations leveled by this disgruntled customer.