Hello Grant,
Thank you for the great, balanced feedback - it's wonderful to hear that you have had some positive experiences with our team and also to receive some constructive feedback for us to consider. The solutions we work with are for people who, for a variety of reasons, are unable to repay their debts when they become due, that is why the majority of our clients don't make repayments to their creditors during the initial stage - simply because they can't afford to. Of course having a default is never ideal but it's often negligible considering the numerous benefits of the solution.
As always, please get in touch if there is anything we can do to assist you - like you said, we will always do whatever we can to work with our clients.