Recommendation - 26 May 2017

Key Issues: Budget monitoring program | Fees | Failure to provide service | Hardship assistance 

Case summary

The consumer was not provided with the services which she paid the FSP for. We consider that the FSP should refund the consumer $10,384, being part of the fee paid by the consumer for the Freedom Program.  We are unable to deal with the consumer’s concerns about the FSP not providing hardship assistance to the consumer as the Lender is the more appropriate respondent. The FSP accepted our Recommendation that they should refund the consumer $10,384. 


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