Scammy company
Update after their answer: I have already contacted them and am currently being ghosted following my answer to this insane email:
"In your case, a change to the payment plan could only be considered if the residual debt insurance were cancelled.
Please note that in this case, insurance coverage would no longer exist and no binding commitment can be made in advance for a change to the payment plan."
Scammers, through and through!
**
If I could put 0 star, I would.
Despite paying every month for the Worry-Free package, every time I asked to make a change to my payment plan or to pause the repayments due to job loss and extreme financial hardship, I was bounced from one service to the other before having my requests rejected.
I have been repaying my loan religiously for the past two years and yet, am not allowed any help when in a time of need, resulting in me not having any money for food and medicine.
They insist on you calling them but absolutely refuse to speak English when you do.
Terrible service and terrible employees.
Reply from auxmoney
Thank you for taking the time to share your experience with us. We sincerely regret that you felt unsupported during what is clearly a very difficult time, and we want to address your concerns with the transparency and care they deserve.
We would like to clarify an important distinction regarding the Worry-Free Package (Sorglos-Paket): this product is an insurance solution designed to cover your monthly loan installment in the event of a specific insured event — such as involuntary unemployment, incapacity to work, serious illness, or death. It is provided by our insurance partner LifeStyle Protection (part of the Talanx Group) and operates under its own terms and conditions, including waiting periods and required documentation.
A change to your repayment plan, such as a payment pause or rate adjustment, is a separate contractual process managed by our lending partner, SWK Bank. This process has its own eligibility criteria and must be assessed independently of the Worry-Free Package. Holding the Worry-Free Package does not automatically entitle a customer to a repayment plan change — these are two distinct products with different purposes.
Please do not hesitate to contact us directly so that we can review your case, assess any potential eligibility under the Worry-Free Package, and explore all available options to support you during this challenging time.
We are committed to finding a way forward with you.
Kind regards,
Your auxmoney Customer Service Team