EQUITY PLUS

T Thank you for the opportunity to respond to Mrs. [redacted]’s complaint regarding our company.  However we do not understand Mrs. [redacted]’s complaint against our company.  Her complaint consists of the following items: 1.       She thought the letter was...

from her lender and we should notate our offer letter with the name of our business and state clearly that they are NOT affiliated with her mortgage company. At no point in the letter does it state that the letter is from her lender.  The envelope that the letter is mailed in has Equity Plus and our return address listed in the upper left hand corner where one looks to identify the sender of the letter.   In the 5th paragraph of the letter, it states, “The Bi-Weekly Mortgage Program is administered by Equity Plus.  The funds are FDIC insured and paid from the administrator to the lender by the due date” In addition at the bottom of the page, a disclaimer appears in the same size font as the rest of the letter.  The disclaimer states, “*Notice:  Information provided by Equity Plus [redacted].  Equity Plus is a registered service mark of [redacted].  [redacted] is not affiliated, connected, associated with, or sponsored by the lender.  Loan information is obtained through public record.  Lender name listed for loan reference identification purpose only.” On the back of the letter on the sample amortization schedule, the name appears in a large, bold font at the top of the letter.  Based on the information listed above, Equity Plus is clearly identified as the sender of the lender letter.  The name Equity Plus appears multiple times in the letter and established itself clearly as the sender of the letter.  In addition, the letter specifically states there is no affiliation, connection, or relationship between Equity Plus and the lender.As Mrs. [redacted] stated she did call in and enroll into the program.  During the enrollment program, Mrs. [redacted] was advised verbally that that we have no affiliation with any lender and the representative also covered the fees that are associated with the program.  In closing, I am not sure what Mrs. [redacted]’s actual complaint with the Equity Plus Program are.  As shown above, the suggestions that she mentions in her complaint are already in place.  It simply appears that Ms. [redacted] simply enrolled in the program and then changed her mind.  In that case she could have simply contacted us and requested to cancel the program which to date she has not done.  However in her complaint she does request the program to be cancelled.  Since her account has not begun the verification process, we will cancel out the account.Thank youEquity plus Operations ell us why here...

Thank you
for the opportunity to respond to MrYuewei [redacted] complaint regarding the
Equity Plus Program. Mr[redacted] enrolled
in the Equity Plus Program on April 14,
In Mr[redacted]
complaint he alleges that he was misled to believe that his payments would be
applied
to his mortgage on a bi-weekly basis.
Mr[redacted] states in his complaint that he called and enrolled in the
Equity Plus Program based on our marketing letter that he received in the
mail. In the marketing letter it clearly
states, "The Bi-weekly Mortgage Program is administered by Equity Plus. The funds are FDIC insured and paid from the
administrator to the lender by the due date."
Prior to Mr[redacted] phone call to Equity Plus, he was provided in
writing that his biweekly payment would be made to the lender on a monthly
basis
I reviewed
the recorded phone call held between Mr[redacted] and our Enrollment Representative. Upon receiving the call, Mr[redacted] stated to
our representative that he was ready to enroll, however our representative
insisted that she explain the program to Mr[redacted] first before enrolling to be
sure that he understood how the program works.
During the call, the Equity Plus Enrollment Representative stated to Mr
[redacted] "The funds are still applied on a monthly basis as per the terms of your
loan with the Mortgage Lender." Mr[redacted]
simply replied, "Ok." After explaining
additional details of the program which included the $stafee and
our cancellation policy, Mr[redacted] agreed to enroll. In the recorded conversation, Mr[redacted] stated
that he understood how the program worked and agreed to the terms of the
program
After
enrolling into the program, Mr[redacted] was provided documents that confirmed his enrollment
into the program and provided the details of the program. In the paperwork he received, it stated, "$
Total amount authorized to be debited from my account every two weeks. This amount, less the above service fee, will
be forwarded to my lender on a monthly basis."
Upon review
of the matter, I am uncertain how Mr[redacted] can allege that he was misled to
believe payments would be forwarded to his lender on a biweekly basis. Mr[redacted] was provide two times in writing,
statements that clearly indicate that payments are applied to his mortgage on a
monthly basis. In addition, he was
verbally told that payments are applied monthly by our Representative
In regards
to the $fee, Mr[redacted] agreed to pay the $fee when he enrolled in
the program. Mr[redacted] was advised that
if he cancelled the program that he would be responsible for the balance
owed. When Mr[redacted] called in to cancel on
July 21, he was informed that he would be responsible for the stafee
and we would collect that from the unapplied balance that we had and we would
refund the remaining funds we had to his checking account. This was once again stated to Mr[redacted] by one
of our supervisors that spoke with Mr[redacted] on July 22,
Equity Plus performed
its duties as outlined to Mr[redacted]. Mr
[redacted] has paid his stafee, so he will be a life time member of the Equity
Plus Program. So in the event he is
interested in using the program again in the future, he will be able to resume
without having to pay another stafee
Sincerely
Equity Plus
Operations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I actually called the Revdex.com right after getting the refund. I was informed by the Revdex.com they couldn't cancel it at this stage. I have been paid back and all is good!!
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I had called you back in September to reopen the case on Equity One sending me a document that appears to have come from my lender. I have told them that they are not authorized to withdraw any funds from my account or use my information in any way. I will also be notifying the bank.I am still overseas at this time, and in the middle of an international move. I did not not sign any of their documents that authorize them to withdraw funds from my account. See the attached document- they call themselves 'biweekly mortgage' vs. using the company name- at the top of the page, they list my loan company 'Priority Home Lending' above my name and address.the document is deceptive, esp, to someone not used to dealing with loan documents- to make someone who just bought a house and is being bombarded with paperwork to think that this document came from their lender. Thank you. [redacted] Regards,
[redacted]

We have reviewed Mrs. [redacted]'s rejection which has been addressed now twice.  As stated in the original response, her account has been cancelled so there will not be any activity or drafts.  Also in addition we have reviewed her issue with the company with the marketing materials.  As previously outlined, our company disagrees with Mrs. [redacted]'s view on the matter.  Based on the volume of our company, the amount of complaints we receive are less than .06%.  We appreciate her feedback.  Mrs. [redacted] is welcomed to her opinions however we disagree with those expressed by her.  The matter was promptly addressed in the first response with the termination of her account and fees waived.  As far as our company is concerned this matter is resolved and closed.  We wish her family the best in regards to her move and she can be assured that the account is closed. Sincerely  Equity Plus Operations

Although the customer has rejected our offer, a check in the amount of $199.50 was sent to Mrs. [redacted] on October 20, 2016.  We stand behind our previous response and review of the matter. Equity Plus Operations

The marketing letter is presented to the customer in its entirety and not in just segments.  As it appears, Mrs. [redacted] does highlight portions of our letter were our program is referred to as the Biweekly Mortgage Program.  The Biweekly Mortgage Program is one of the products that is offered by Equity Plus.  The letter if read in its entirety clearly identifies that the Biweekly Program is administered by Equity Plus.  The name of the company appears several times throughout the letter and also identifies Equity Plus as the sender of the letter on the envelope.  The lenders name does appear on the letter, however it states that it is listed for loan reference only.   With that being said, we appreciate Mrs. [redacted]'s feedback, however we disagree with her point of view.   Mrs. [redacted] did agree verbally to the terms and conditions of the Equity Plus Program at the time of enrollment.  All enrollments are completed verbally over the phone and do not require a signed agreement.  Based on review of the phone call, Mrs. [redacted] was aware of this at the time of enrollment. As well she was plainly told during the phone call that the program was administered by Equity Plus and she acknowledged the fact during the phone call in which I personally reviewed the recording.  Based on the facts of the matter, Mr. [redacted] was clearly made aware in both written and verbal communication that our program in provided by Equity Plus.  As stated her account has been terminated and the enrollment fee that she agreed to pay at the time of enrollment was waived as previously indicated.  At this point we consider this matter closed. Sincerely  Equity Plus Operations

Thank you for the opportunity to respond to Ms. [redacted]’s complaint regarding the Equity Plus Program.  I have reviewed the allegations made by Ms. [redacted] and conducted a review of the matter.  The items reviewed included the notes on the account and review of the phone calls held...

between Ms. [redacted] and representatives with our company including the 41 minute initial enrollment call. Ms. [redacted]s states that her biggest complaint is that our company, “leads you to believe they are part of your mortgage company.”  We strongly disagree with her statement.  Ms. [redacted] initially enrolled in the Equity Plus Program on December 10, 2015.  Ms. [redacted] contacted our company based on a marketing letter that she received in the mail.  The envelope clearly identifies Equity Plus as the sender of the letter.  The name and address of our company appears in the upper right-hand corner of the envelope where one looks to identify the sender.  There are no other names or markings in this section of the envelope.  In addition on the marketing letter, it states: “Information provided by Equity Plus (Licensed and Bonded TX#[redacted]), [redacted].  Equity Plus is a registered service mark of [redacted].  [redacted] is not affiliated, connected, associated with, or sponsored by the lender.  Loan information obtained through public record.” Equity Plus does not conduct cold calling sales campaigns.  So when individuals receive our letter, they are able to review the letter in the comfort of their home and are able to conduct their own research with no pressure.  If they wish they contact us if they choose to proceed. When Ms. [redacted] contacted our company on December 10, 2015, our representative spent 41 minutes on the phone explaining the program to Ms. [redacted].  We highly encourage our representatives to spend as much time needed with potential clients to ensure they have an understanding of our program.  Our representative did so.  In addition our representative had Ms. [redacted] visit our company’s web-site, [redacted] to access our drafting calendar so she could have a visual tool to assist her in understanding how the draft dates work.  In review of the phone call, Ms. [redacted] specifically asked our representative if we were [redacted] in which our representative informed her that we were not.  Our representative went on to explain to her that it allows our program to be transferable without any additional cost should her loan be sold or transferred to another servicer.  The enrollment process is completed entirely over the phone.  At the end of the call several disclaimers were read to Ms. [redacted] that covers all of the key terms and conditions of the program.  The individual must respond “Yes” or “No” to complete the enrollment process.  At any point if the customer does not agree with any item then they have the option to state “No” and the enrollment is not completed.  Ms. [redacted] consented with a “Yes” to all of the terms and were recorded in the call.  These terms include the start-up fee $399.00 being charged for the program which was discussed earlier in the call in addition to her authorizing Equity Plus to collect the remaining balance should the program be cancelled prior to the fee being collected in full. Upon completion of the enrollment, the customer is provided with a copy of the ACH Debit Agreement which includes the information collected during the enrollment and includes the terms and conditions of the program.  The debit agreement clear states that the customer is eligible to cancel the program without cost if canceled within three business days.  This agreement was emailed to Ms. [redacted] the day after the enrollment was completed.  Since the initial enrollment, Ms. [redacted] has called in 3 time to push her draft dates back due to financial hardships.  And finally on October 6, 2016 she called into cancel.  Her call to cancel the program came nearly 10 months after the date of her original enrollment in which she did authorize us to collect the $399.00 in full as captured in the recording.  Her reason for cancelling the program given is that she discovered her lender offered the program and she was going to participate in their program.  The supervisor that Ms. [redacted] talked with on October 6th offered to reduce the fee from $399.00 to $99.00 that would be collected. Ms. [redacted] stated she was having financial issues and the supervisor stated that we could just send her an invoice and she could just pay the amount as she was able.  Ms. [redacted] stated that she would just add it to her bankruptcy. Upon review of the information available, all attempts were made by our company to work with Ms. [redacted] and her situation.  And based on the facts, we are unable to find any validation to Ms. [redacted]s claims.  However since it appears that Ms. [redacted] is consistently having financial struggles based on her comments, then we will agree to waive the remaining $99.00 due.   Sincerely   Equity Plus Operations

Please enter your reason(s) for rejecting the business response below.Every part of this is true except for the last part in regards to me still oweing the company. My account was drafted three times in the amounts of $27.50, $27.50 and $29.50. I don't have that money so I am not sure who does.  Out of the seven times I have had NSFees I called in for two of them. I accepted my mistake and paid for my mistake. However, this time I felt it was an error on the companies part because never before has my first draft for the following months payment been drafted first on the fifth. For instance, the first draft is normally, say Nov 20th and the second draft is Dec 5th and those combined would pay the Dec payment. So to be honest I assumed the caller would know my account as this is her job to inform her clients of their account. So when I received this phone call, I was in the middle of many things as I received it at work and I thought I had confidence in this company. However, the day that I called in to dispute this even the caller stated that the above was true (the part about when the drafts are drafted). But because I agreed to the fifth on recording I was out of luck. So, basically I'm not happy because they did not draft the way they normally had on my account it was a lack of clarification and I was penalized more than one for this incidence. Furthermore, I did not ask for every single NsFee to be waived. I took my "punshment," but in this case I feel that things were done differently than normal which caused an unhappy customer and insufficient funds. I can definitely admit fault when I have done something wrong, but I don't think this company looked into the mistake they made. 72% of the time my account has been with out mistake. However, we are not perfect and People go through rough times.

Complaint: [redacted]
I am rejecting this response because: as I stated in my complaint, I feel the contact person that spoke with my mother was leading and likely delivered the agreement terms in a manner that my mother did not fully understand. Once again, if my mother were fully aware of the charges that were being reduced from her monthly payment, she would also have been aware of the fact that her mortgage payment was being made short of the amount due. I am not asking for a lot. A full refund is the least this nasty company could do in an effort to resolve our issue. They are not even willing to do that, which speaks volumes about the kind of business this is. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Thank you for the opportunity to respond to [redacted]’s complaint and allegations against the Equity Plus Program.  Ms. [redacted] enrolled in the Equity Plus Program on March 21, 2016.  The Equity Plus Program is marketed to individuals that have recently purchased a home or...

refinanced a loan or some type of activity in the filing of a new deed.  Selection criteria is based on deed information and not age as it is alleged in the grievance.  [redacted] contacted Equity Plus based on the marketing letter that she received.  The marketing letter serves as an introduction to our company and provides an explanation of the program.  When a consumer contacts our company, they are provided an explanation of the program of their choosing and if they elect to enroll they provide the information regarding the loan that is being enrolled in the program.  In addition, the person enrolling is advised of the fees associated with the program.  If the client selects to defer to start-up fee, it is explained to them that any additional funds above the regular monthly payment is applied to the startup fee until that balance is collected in full.  Furthermore, they are read multiple disclaimers stating with one covering that point and also to verify that they understand what is being explained to her.  The read a disclaimer that in the event they cancel prior to the fee being collected in full, they authorize our company to collect the remaining balance.  If the client disagrees with any of the disclaimers the enrollment is not completed.[redacted] was emailed a copy of the Automatic Debit Agreement that includes the information provided by the client and a copy of the terms and conditions.  This is provided to the client so they can review the accuracy of the information provided and have a written copy of the terms and conditions agreed upon.  This allows the client a period to review the program in their own time to ensure an understanding of the program.  The terms and conditions outlines a time period for cancellation in the event the client decides the program is not for them.  [redacted] did receive via email the Automatic Debit Agreement and Terms of the program.  In fact we received a copy of the Third Party Authorization document signed by Mrs. [redacted] and dated April 2, 2016.[redacted] provided the monthly mortgage payment.  Our records indicate that our processing department did verify the loan with the lender and the payment was correct.  However there were issues with the grace period provided so Mrs. [redacted] was contacted and adjustments were made to ensure the payments were received by the lender on time.  On the semi-monthly program, additional funds are collected with each draft that is equivalent to 1/26 of the total monthly payment.  Those funds are applied to the loan’s principle balance to reduce the principle balance.  However if the client elects to defer the startup fee, they authorize Equity Plus to apply that additional amount to the balance of the start-up fee until the balance has been paid in full.  In September 2016, the start-up fee balance was satisfied and the additional amount was being sent to the lender.  In the event that there is a change in the amount of the monthly mortgage payment, then it is the responsibility of the customer to contact our Customer Service Department to notify us of the change to ensure the correct monthly payment is being sent.  It appears that there was an increase to Mrs. [redacted]’s monthly payment and we did not receive notification of the event.  The agreed upon monthly payment of $1,050.00 was sent to Mrs. [redacted]’s lender on record.  Once the start-up fee was collected in full, all additional funds were forwarded to the lender.  The additional funds above the normal monthly payment are reflected first in the August 20th payment.Our company provided its service to [redacted] as outlined both verbally and as written in the ACH Debit Agreement and terms of the program.  As stated in the terms and conditions, specifically item 5, “Client must notify Equity Plus within three (3) business days, of any changes in Client’s loan, including to but not limited to, lender changes, variable interest rates, payment amounts, escrow amounts, or any closure, transfer, or change of Client’s bank account.”  It appears based on the information that we have, that we were not notified of a changed to Beverly [redacted]’s monthly payment which has led to her being behind a monthly payment.We sympathize with Mrs. [redacted] however we provided our services are outlined to Mrs. [redacted] and as stated in our written terms and conditions.  As a good-faith gesture Equity Plus did agree to issue [redacted] a refund of half of the start-up fee.  On October 20, 2016, refund check (#10118) in the amount of $199.50 was mailed to Mrs. [redacted].  We understand that [redacted] feels that a full refund is justified, however since the issue was not created by our company’s performance, we do not feel that a full refund is justified.  In the event that the [redacted] Family can provide additional evidence that shows that the shortfall was created by Equity Plus, then we would be open to reconsidering the matter. SincerelyEquity Plus Operations

Complaint: [redacted]
I am rejecting this response because:
A quick update: I never signed anything with the company in question.  I sent them a letter telling them that they are not authorized to withdraw any funds from my account or use my information in any way, and I also warned USAA not to allow them to withdraw any funds from our account (who said they would never allow a withdrawal without a written content anyway).  I never heard back, and so far, I have not seen any activity on my account.  We are in the middle of an international move, I just want this thing to go away.  This company should be put out of business or at least asked to properly and clearly identify themselves and what they at the top of their letter, not mention it as an after-thought, in a location that is buried in the fine print, as a consumer, that is my input.  Thanks [redacted]

Thank you for the opportunity to respond to Alier [redacted]'s
complaint regarding the Equity Plus Program.
The complaint was placed prior to Mr[redacted] talking to one of our
Customer Service Supervisors. This complaint
was resolved with Mr[redacted] later on November 13th
prior to
receiving the complaint.
Mr[redacted]'s complaint was that as of the 11th of
November, his mortgage payment has not been posted to his account. When Mr[redacted] set up the Equity Plus
Program, he selected dates that would utilize his grace period. Information has been provided to Mr[redacted]
from Equity Plus that his payment was received by Guild Mortgage within his
grace period. However after reviewing
the enrollment phone call, additional items that we require we not disclosed to
Mr[redacted] in its entirety as we expect of our Sales Reps. Therefore we committed to Mr[redacted] to
cancel his enrollment in the Equity Plus Program and did extend a full refund
of the StaFee that Mr[redacted] paid
On November 13th, a check was sent via two-day
delivery to Mr[redacted] to reimburse him for the $Stafee he was
charged
Thank you,
Equity Plus Operations

Thank you for the opportunity to respond to Mr. [redacted]’s complaint regarding the Equity Plus Program.  Upon receiving the complaint Mr. [redacted] submitted to the Revdex.com, I began to review his accounts, the notations on the account, and listened to the two enrollments calls that took place on...

April 28th between Mr. and Mrs. [redacted] and our representative. In Mr. [redacted]’s complaint, he states that our Representative spoke fast and his understanding that that we would pay when we took money out of his bank saving him lots of interest.  Prior to Mr. and Mrs. [redacted] contacting our company, they received our marketing letter offering our program and provides an explanation of how our program works.  In the letter it explains that on the Equity Plus Biweekly Program that you will make 26 payments per year, which is the equivalent to one extra mortgage payment per year.  In addition the letter states that the funds are paid from the administrator to the lender by the due date.  Mrs. [redacted] initially contacted our company on the afternoon of April 28th.  Our Representative began to collect information from Mrs. [redacted] and she had to refer to Mr. [redacted], so after about 2 minutes into the call, Mrs. [redacted] turns the call over to Mr. [redacted].  In the first two minutes of the call, our representative did advise Mrs. [redacted] that they would be making 26 biweekly payments which is the equivalent of 13 month payments.  Once Mr. [redacted] got onto the phone, he was asked for his monthly mortgage payment so we could provide him his customized savings.  He stated that he did not have the amount and was not interested in finding out the savings, he just wanted to enroll, that he knew how to save money. After not being able to quote the savings, our representative began to review the details of the program.  During this time, she explained to Mr. [redacted] that his program is transferrable so if his loan is sold to another lender the program will transfer to the new lender and that he would need to contact us and provide us the updated information.  In addition, Mr. [redacted] was informed that we are not associated with his lender and that payments are still posted on a monthly basis since participation in the Equity Plus Program does not change the terms and conditions of his loan.  Also mentioned during this point in the conversation was that there was a $2.95 transfer fee and the start-up fee of $299.00.  After this was explained to Mr. [redacted] our representative once again requested the monthly mortgage payment since it would be needed to complete the enrollment process.  Mr. [redacted] asked our representative to call him back shortly and he would locate it. Our representative called Mr. [redacted] back about 20 minutes after the previous call was completed.  During this call, Mr. [redacted] provided the rest of the information needed to complete the enrollment.  This information included the monthly payment, the lender payment address, checking account information, and draft dates.  During the call our representative requested Mr. and Mrs. [redacted]’s Social Security Number so that we can verify the loan information with the lender.  Mr. [redacted] stated that he would provide only the last 4 digits, in which he did.  Upon completion of the call, multiple disclaimers were reviewed with Mr. [redacted] to ensure that he understands the key components of the program.  Mr. [redacted] was required to respond simply Yes or No if he understands each item. The disclaimers covered with Mr. [redacted] included:  1) Agreed to enroll in the Equity Plus Program. 2) That he understood the essential terms and conditions of the Equity Plus Program as they were presented to him. 3) The he agrees to the terms and conditions of the program. 4) That he authorizes Equity Plus to make automatic debits from his checking again starting May 20th. 5) That he authorizes Equity Plus to with-hold additional principal payments and apply them to the $299.00 start-up fee until paid in full.  6)  That he understands that the start-up fee is non-refundable and that in the event that he cancels before the start-up fee is collected in full that he authorizes Equity Plus to collect the remaining balance in full.  Mr. [redacted] agreed to each statement one by one by responding “Yes”. Upon completion of the enrollment of the program, Mr. and Mrs. [redacted] were emailed a copy of the Automatic Debit Agreement for his records that was already completed.  There are instructions accompanying the agreement that request the customer to review the form and contact Equity Plus with any information that was incorrect.  The agreement also states, “$860.67 Total amount authorized to be debited from my account every two weeks.  This amount, less the above service fee, will be forwarded to my lender on a monthly basis.”  After reviewing Mr. and Mrs. [redacted]’s enrollment in the program, I do not find any evidence where the program was presented to the [redacted]s stating that payments would be posted biweekly.  It was stated to Mr. [redacted] once verbally and twice in writing that payments are sent to the lender on a monthly basis and that his savings is generated by budgeting in an additional payment each year.  In addition, the start-up fee of $299.00 that he is disputing was mentioned 3 times during the enrollment conversation, included that if the program was cancelled prior to be collecting that the remaining balance would be due. In the complaint, Mr. [redacted] stated that we insinuated that his mortgage company would not let him pay more.  At no point in the call, nor in the documents that were sent to Mr. [redacted] can I find where that was insinuated.  During the phone call that took place on April 28th, there was no mention of paying extra from Mr. [redacted] directly to the lender by either party. Mr. [redacted] mentions that his first mortgage payment was sent to the wrong address and that Equity Plus claims that his loan number has been changed.  Mr. [redacted] contacted our Customer Service Department on June 17th in regards to his lender stating they had not received his payment yet.  Upon review, his payment was sent to USAA on [redacted] Freeway in San Antonio, TX.  We were able to determine that the check was received by USAA but had not been cashed.  So the matter was turned over to our internal research department in order determine why there was a delay in depositing the check and applying the credit to Mr. [redacted]’s account. On June 20th, Mr. [redacted] called in and stated that we sent the payment to the wrong address and that it should have gone to 1 Corporate Drive, Suite 360, Lake Zurich, IL.  During this time, our research team had been communicating with the lender to determine the issue with the posting of Mr. [redacted]’s payment.  Per the information Equity Plus was provided from the lender, the loan was transferred and was entered into their system on April 25th, which was 3 days before Mr. [redacted] had contacted Equity Plus.  Our contact provided us with a new loan number that was assigned to Mr. [redacted].  The contact stated that Mr. [redacted] did make a payment by phone so that payment had been posted to the account.  The lender’s representative stated that the original lender had not forwarded the funds to them as of that date but did state no late fees would be assessed to the account.  Mr. [redacted] was made aware of what had happened and decided to cancel the program. So based on the information gathered by our research team, is that just days prior to Mr. [redacted] enrolling in the program his loan was sold to another lender which is a common practice in the mortgage business.  Equity Plus did send the payment to the [redacted] Freeway address as provided by Mr. [redacted] although he disputes this fact.  Again this was confirmed that he did provide this address during the review of the enrollment call and that address would also be reflected on the Automatic Debit Agreement he was emailed on Friday, April 29th.  Generally we are able to catch these issues and rectify them during our loan verification process.  However since Mr. [redacted] did not provide us with his full Social Security Number, USAA would not verify the loan for us therefore we had to use the information provided by the customer.  Also at the time of enrollment, Mr. [redacted] provided us with a loan number of 300026XXXX (The last four digits with-held for privacy).  The lender did verify that in fact his loan number had changed to 182066XXXX. Another item noted in the account was that during the enrollment phone call, the incorrect checking account number was provided.  When a prenote draft was attempted on May 13th, it was returned as an invalid account number.  We contacted the [redacted]’s to inform them of the issue.  Mrs. [redacted] called our Customer Service Department on May 17th to update the information.  The issue was that there was a 7 at the end of the check account number that was not given at the time of enrollment.  I also verified this while listening to the enrollment call to ensure that our representative entered the information correctly.  The information was entered as provided. Generally when a loan is sold or transferred to another lender, notification is sent directly to the borrower notifying them of the sale of the loan and a new address and loan number is provided.  To date, I cannot confirm rather Mr. [redacted] did or did not receive such notification.  If he did, then as advised during the enrollment call, it is his responsibility to notify us of the change.  As stated above, we generally are able to catch these changes during our loan verification process, but since only part of the Social Security Number was provided we were unable to complete this task and had to take the customers word.  The [redacted] address is a good address for a portion of USAA’s borrowers. Based on my research, I do not find any misrepresentation of the program nor any mistakes made by the staff of Equity Plus based on the facts.  We conducted our service as outlined to Mr. [redacted].  With that being said, I do not find any evidence that would justify a refund of the start-up fee that Mr. [redacted] agreed too.  As Mr. [redacted] was advised on June 21st by the Manager of our Customer Service Department, we have voided the check that was sent to USAA on his behalf and those funds, plus the biweekly draft taken on June 17th will be returned to his bank account minus the remaining start-up fee owed.  That credit request has been submitted and the credit should appear in Mr. and Mrs. [redacted]’s checking account on Friday, June 24th. We are disappointed that Mr. [redacted] has decided to cancel the program at this time.  Since the start-up fee has been paid in full, Mr. [redacted] does have the option of returning to the program at any time without a startup fee. Sincerely, Equity Plus Operations

Thank you for the opportunity to respond to Mr. [redacted] complaint.  On January 9, 2018 we did have issues with our phones for about 3 hours.  Our phone company found the issue and got it resolved as quickly as possible.  As far as we know there was only an issue on January 9th with...

our phone lines.  That evening when our phone lines started working Mr. [redacted] called our sales department.  He spoke with one of our Sales Department supervisors who assured him she would have Customer Service call him as soon as we opened at 8:30 am Central Time the next morning.  At 8:30 am Central Time on January 10, 2018 one of our Customer Service representatives called him and processed his request to suspend his account and we issued a credit to his bank account on 1/12/18 for the funds we were holding.  If Mr. [redacted] has any other issues or complaints he can call our Customer Service department at 1-800-361-1205 Monday - Friday 8:30 am to 5:00 pm Central Time.  Sincerely, [redacted] Customer Service Manager