California Republic Bank Inc

Mr***'s account has been reviewed and further information is requested to continue the investigation Our records do not reflect "thousands" in late fees and show that Mr***'s requested deferment was processed 05/26/when
he submitted the completed paperwork We ask that Mr*** provide a confirmation of earlier submission and a record of claimed thousands in fees, should he believe our records are mistaken

We regret the fact that Ms*** is unhappy with her customer service We urge Ms*** to recognize that there are policies around granting extension requests We will reach out to Ms*** to explore her options and explain our policies, in hopes of coming to an acceptable
solution. Thank you

We are still investigating and composing a response

California Republic Bank actively tracks complaints and takes every voiced concern seriously. We regret that Ms*** was not happy with the service she’s received. We would like Ms*** to know that her account has been reviewed and no discrepancies were noted. We invite Ms
*** to request a statement of accounting for her files and reach out with any questions, or provide documentation of her concerns through this complaint channel so that we may investigate further

*** Bank actively tracks complaints and takes every voiced concern seriously. We regret that Ms*** was not happy with the service she received. We have spoken with Ms*** and were able to resolve all of her concerns. We value the relationships that we have built with
our customers and invite Ms*** to reach out with any further questions or concerns she may have

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Hi ***, I am writing to inform you that *** *** with California Republic Bank contacted me (directly) outside of the Revdex.com website to help me resolve my issueShe was able to provide me with the information I needed as well as have the refund I was requesting processed and sent to me quicklyThe refund has cleared into my bank account and I would like to close this complaint out as satisfactoryI do appriciate the help and support from both parties to help get this resloved quickly. Thank you,*** ***

*** *** complaint has been received In an effort to investigate this complaint fully, we need detail as to *** *** contentions We apologize if he did not receive appropriate customer service and wish to know the particulars so that we can address his concerns We also
would also like more detail regarding *** *** general allegation of fraud, as his complaint does not explain what activity he has deemed fraudulent.Regards,*** ***

*** *** complaint was addressed via the Federal Reserve Bank's complaint process

Please have Ms*** provide details regarding why she did not find this resolution satisfactory

*** ***,Apologies for the confusion- our reply was sent Friday eveningWe will be reaching out to you shortly (this week). Thank you

Revdex.com:
I have reviewed the response made by
the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

This complaint has been addressed with Ms***, personally, outside of the Revdex.com complaint process. Ms*** should contact us if she disagrees or has additional, related complaints

Upon review of our records, it was determined that there was a misunderstanding on our part of an email sent by *** *** asking to apply a portion of her payment to fees We apologize for any inconvenience this may have caused and have since reversed fees assessed as a courtesy to *** ***,
and thank her for bringing this matter to our attention

We would like to thank Mr*** for bringing this matter to our attention and would like him to know it has been addressed internally. We invite Mr*** to contact us if he his dissatisfied with future service

Our account 3301645 has 30 day late from July. We have paid late by a week or two weeks but never have we or would we allow a 30 day late. I went on the website and the amount owing did not show a past due amount. Seeing this I thought I just owed current payment for August 2018 that was a week past due. It was not until my Credit Karma app updated me with a 30 day on this account did I realize it was late. I went online and now the info had changed from the 2 weeks prior? Not sure why the info before was incorrect. If I was late it should have showed the past due and the current that was owed the 2 weeks prior. I m current and paid as of today and I called to request a one time removal of the 30 day late and said we would gladly go on auto pay to make sure it never happens again. The reason I m so desperate as I explained to a supervisor, is that we finally have good enough credit to buy the home we have lived in for 10 years. If we do not qualify now because of this current 30 day late, we will have to move from our home cause the owners will list it.. Again, we have lived here 10 years. I m not disputing the 30 day late as I can not prove that their website had incorrect info as they have now changed that info.. ? I was so polite and agreed to any auto pay if they could please make this one time 30 day late removal request. They lied and said they could not because it was not legal for them to do so.? I have reached out to an attorney to see what I can do since the info on my online account was incorrect and has since been changed. I just wish someone there could look at each individual case. A one time courtesy removal and set us up on auto pay.. Especially when this late will affect where a person will live. I m so very upset and was so polite and just don't understand the rudeness when someone is crying because it is that important to their life.

Revdex.com:
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.
Regards,
[redacted]

CRB Auto actively tracks complaints and takes every voiced concern seriously.  We regret that Mr. [redacted] was not happy with the service he received.  We would like Mr. [redacted] to know that his account has been reviewed and our records reflect that, throughout the account history,...

we have made no attempts to contact him at his place of employment.  All attempts to contact Mr. [redacted] were within FDCPA guidelines and solely in an effort to cure the delinquent status of his account, with no noticed attempts after 7:17pm CST. We value the relationships that we have built with our customers and invite Mr. [redacted] to reach out with any further questions, concerns, or additional information that would assist in furthering this investigation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is in fact true.  However, while resolved, they made me look bad on my credit because of the way it was corrected.  I had to defer a payment and the reasoning they put was "financial hardship"  It was not a financial hardship on my part at all, rather a mistake make by their company, which they admitted too.
Regards,
[redacted]

We regret that [redacted] was not satisfied with her CRB Auto experience.  I would like to direct [redacted] attention to the statement prominently listed on the front of each statement that advises our customers that the amount shown is not a payoff amount.  In the event of a payoff,...

all customers should call to get a 10 day payoff estimate in order to avoid a payoff amount that does not completely cover all outstanding interest amounts.  If the account is paid off within that 10 day period, the payoff will be considered to be in full, with any excess interest refunded to the customer. This practice is a credit industry standard, and is in no way meant to be deceptive or an attempt to take advantage of our good customers.