Wireless Broadcasting Systems of Boise, Inc.

Regrettably,
I do not understand what it is you are rejecting. I believe the following
facts are not being disputed by you
In
December of you went to *** *** to purchase a car.You
negotiated solely with a representative from *** *** and chose your car,
elected additional coverages and options offered solely by and through the
dealership, and agreed upon a final price of $17,567.80. KEMBA Financial, nor any representative from
KEMBA Financial, participated in this negotiation process.You
then chose to secure financing through a lender that *** *** selected, as
opposed to securing your own financing directly.*** *** chose to send the loan request to KEMBA Financial and we agreed to make the
loan under the terms you had previously negotiated with *** ***.KEMBA
Financial issued you a loan on January 5, for $17,567.80.The
loan forms you were provided included the legally required documentation and we
disclosed the interest rate, payment amount, and projected amount of interest to be paid, assuming the loan
had no changes to the projected terms and scheduled payments. That amount was $2,in interest. Thus, had your loan gone to term this is the
amount you would have paid in interestYet,
as you know, the loan did not go to term.
You paid the loan off early. The total
amount of interest you paid was $460.86.
The copy of the statement of account you attached to your Revdex.com Dispute
shows this in the top left section. This
is the amount of interest you paid for borrowing the $17,beginning in
January 2015, until the loan was paid in full on 10/28/2015. Note: $17,
X 3.99% = $of interest for one year.
Yet, as your balance declined, due to payments and refunds, so did the interest
charged. Again, the total amount of
interest you paid is $460.86. Thus, you
did not pay the total amount of interest previously disclosed, instead you paid
interest only for the time that you had use of the money
Again,
you negotiated your car purchase directly with *** ***, not KEMBA
Financial. And you bought ancillary products
from *** ***. KEMBA did not sell
these products or profit from them in any way.
You state the price of the car you purchased was $14,235. According to the paper work provided by Jeff
Wyler, you agreed to and purchased from *** *** (not KEMBA) an extended
warranty costing $3,200. You also
purchased a GAP insurance policy for $999.
Thus, $14,+ $3,+ $=$18,434, less your cash down payment of
$1,= $17,434. In as much as I don’t
have the purchase order in front of me, I can only assume the $difference
is for example the title transfer fee or perhaps the negative equity you had from your trade in or some other dealer fees charged. Yet, if you review that purchase or sales
order, it should disclose to the penny what you paid. Again, that was 100% between you and *** *** and KEMBA Financial was not a part of that transaction. We only agreed to finance the price you had
previously negotiated with *** ***
Finally,
to help add more clarity the $3,warranty charge, as well as the $GAP
charge was in fact refunded by *** *** on 4/28/2015. (That shows on your KEMBA statement.) In addition, you made payments of $325.61. X = $2,279.27. On 10/28/2015, or six months later, your
insurance company, GEICO, paid $11,550.38, which paid your loan in full. Thus, $17,
- $3,- $- 2,- $11,= $460.85, which is the amount the interest
we charged you(Note: there was a
cent payment adjustment applied on 10/26/2015.)
Again,
we do not understand what is being disputed.
We would hope you understand that it is only appropriate to pay interest
for the monies you borrowed, but only for the time you had use of the
money. That is what has occurredIf you don’t like how *** *** handled the
transaction or if they sold you products you did not agree to buy, even though those were refunded in full, then respectfully
I believe your concern is with them and not KEMBA Financial
I
am more than happy to discuss this matter further by phone, if this explanation
does not resolve the matter. You can
reach me at ###-###-####
Sincerely,
Gerald
DG**
***

I returned the form directly to kemba

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards, *** ***

I reviewed the response made by the business in reference to complaint ID *** and find the resolution is satisfactory to me
Regards, *** ***

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

$was left out in which was the trade in amount for my car that should have been taken off in addition to the $cash that was also paid at the time of saleThe information has has been provided still does not justify the pay off amount not being less than what was paid since the car did not go to term
Regards, *** ***

Thank
you for allowing us to address your concerns.
Our goal is to remedy your issue as quickly as possible. In the future, should you have concerns please
feel free to reach out to any of our management staff. We will be more than happy to assist you and
we may be able to
expedite the process.
Plus, our experience says that talking directly about an issue
eliminates any misunderstanding that may be caused when communicating via
e-mail.
I
believe your number one concern is that the amount due on your loan was reported to you incorrectly. I believe our records are in 100% agreement
with yours. Specifically, your payment
due date is January 10, and the amount past due is $222.41. If you would like to change the date your
payment is due each month, so you don’t pay late, please let us know that. We most likely can accommodate that for you
I
also want to apologize that your service experience was not to the level you
had hoped for. Regrettably, there are
certainly times of the month where wait times are not optimumMondays are particularly
busy daysTo help assist us with delivering top notch service when we are
faced with larger than volumes, some of our calls are sent to a secondary call
center. While that group of staff is an outside company, they generally haves access to the majority of our account information, with some
limitations. Regrettably your calls were
routed to this secondary call center and I believe that is why the person was
unable to access your account records.
Not because they could not, but because they made an error. This should not have occurred and I am
genuinely apologetic you had a problem
As
you have pointed out it is in fact and technology affords us numerous ways
to receive your payment, without the need to ever call us again. No waiting, no misunderstanding, no privacy
or security concerns. Here are a number
of easy no cost solutions. You could
move your checking account to KEMBA and pay from that account. As you note, transfers can be made instantaneously
and at no cost via our PC or
mobile device applications It can even
be done via our automated telephone application, Instant Access Yet, you seem to be resistant to the idea of
moving your account to KEMBA, which is no problem. We will gladly set up a recurring payment to
come directly out of your other bank’s checking account. That will be done via ACH on the same day
each and every month. We will simply
need to capture some key information from you such as your bank's routing and transit
number, the account number, and the day of the month you want the debit to
occur. More than likely you can also go
into your current bank’s bill pay system and schedule a recurring payment to
your KEMBA loan. As you say, people pay
bills on the go and most likely your current bank has a mobile application to
handle this for you(Thus, you won’t have to remember those digit numbers
you refer to.) Also, I would not be surprised if you couldn’t simply make one
time payments from their bill pay system or home banking system and that is where you would set up and store your KEMBA account information Thus, you would choose the date and amount you
want to pay. I cannot speak knowledgeably about that, as it
involves a competitor’s product. Yet,
every one of those options can be done by our members using our account
products. You could also have your bank
wire us those funds any time your direct them to do soIf the company you work
for has direct deposit capabilities, you could have a portion of your payroll
directed to us each pay date. We could
then set up a transfer to put that money toward your loan Lastly, and while an ‘old fashion’ method of
paying, you can also simply write us a check
Regrettably,
we don’t have the methodology or desire to store information about a member’s
account information at another financial institution Specifically, we don’t want to store your non
KEMBA account numbers and bank information on our system. This is both because of privacy and confidentiality
concerns, but also due to security protocols.
Regrettably, we are unable to fulfill this portion of your requested
remedy
I
have attempted to address your concerns in a timely fashion and to bring
clarity to the matter, while giving you numerous alternatives to making your
payments in a very easy and automated fashion, which I believe is your stated desire. I again wish to apologize that your phone
experience was less than desirable. That
should not have happened and I apologize that it did
Feel
free to reach out to me if you wish to discuss this matter further. My name is Jerry G** and you can reach me at
###-###-#### or***Thank you for the opporutnity to resolve this matter

Ms***:Regrettably, we are unable to resolve this issue in the manner you request. Specifically, we are unwilling to make restitution of any kind. A quick summary of your account follows. Your first payment of $was due on February 27. That payment was made ten
days late, being received on March 7. Your next payment due for March 27th was never received. On April 7, we sent you a reminder notice. You did not respond. On April 17, we sent you another reminder notice asking for payment or for you to contact us to make arrangements. On April 17, we also left a message at work, asking you to contact us. You responded by e-mail or text, saying you would call us. I don't believe that occurred. Instead, on April 22, you sent us another message saying you will begin paying $every two weeks beginning May 1. Thus, you were asking to make a half payment, even though your account would have been more than sixty days past due. We sent a message back saying those arrangements were not acceptable and asked that you call us. You responded on April 22, saying "You got my answer." You then received the following message: ***, I
have asked you to call my office so that we can obtain clarity regarding your
concerns and ability to repay your responsibilitiesI am sorry if the tenor of
the conversation may have been interpreted
as otherwiseI have not received a specific date when you WILL be able to pay
the carI understand that there is a lot going on with the car being past due,
the checking account being
overdrawn as well as your mortgage requirement, and I certainly understand how
the car's due date can be challenging with a mortgage payment right around the
cornerIf you don't wish to call I will certainly try my best to oblige you
via email, but I don't understand what your intentions are as far as paying us
for the carI
would like to prevent my management from reviewing the relationship for action
due to delinquencyGenerally speaking, we'd like to have the past due payment
resolved before the current month endsThis gives us an opportunity to afford
more to while trying to get caught up, rather than falling further behindThis
is why we've
stated that we'd need March's payment before April endsIs that something you
can do? If not, why, and when can you pay?My
hope was to be able to speak with you to better understand what has caused you to
fall behind so that I can help remedy the matterPlease understand responses like
"you got my answer" don't help me to understand what you are going
through and how I can help you fix it while preserving the good status of your
new relationship with us.Please
give me the opportunity to work with you.On April 23, our supervisor left you another message since no arrangements had been made and to see if he could intervene to resolve this matter. Later that day, you sent us a text asking us to cease contacting you, saying you felt harassed. On April 23, you then called our supervisor to "report" our collector. Our supervisor spoke to you to make arrangements for payment(Note: you were four days from being sixty days delinquent.) You began swearing and told us to "come get the car" and hung up. We also sent you a letter regarding your account on the 23rd. On April 28, you called our office advising us your car had been repossessed and using very foul language and making threatsWe gave you the phone number to contact to obtain your personal belongings. We then sent you a letter of when your call would be sold (May 15) and how to prevent that from happening. (You took no action nor made any arrangements.) After your car was sold, (since you did not make any other arrangements) we sent you a notice explaining how much the car was sold for and advising you that the remaining balance was still due. In round numbers, the balance due is $8,and your due date remains March 27. In an effort to remedy this matter and to prevent further legal action to collect this past due debt, I will offer you the opportunity to settle this debt in full for $7,500. But, I will need the money by June 5.Finally, KEMBA Financial is not subject to the FDCPA. We are the actual creditor that is due the money, not a third party collection agency. Having said this, I don't believe we violated any of the tenets laid out in the act.Please let us know if you want to take advantage of our balance reduction offer, in an effort to settle this debt in a very timely fashion, to prevent further deterioration of your credit, and to prevent you from incurring additional charges and costs. Also, I would request you refrain from using foul or threatening language when contacting us

Thank
you for the opportunity to address your concern. In researching your
matter, it is my understanding that you have had a detailed conversation with
David M*** and he has reviewed the history of this account with you. My understanding
is that the higher payments will cease
in April and that your loan payment will
revert back to the contractual amount in May 2016. Should you need
additional clarification or wish to engage into further conversation, I invite
you to reach out to our VP of Lending, Mark S***. His direct dial
number is ###-###-####. Or MrM*** is at: ###-###-####. Here is a
quick synopsis of what has occurred thus far:7/20/
- Loan is issued. Appropriate auto insurance for the car held as collateral
is never put into place. A series of notices are issued requesting proof
of proper insurance be provide. In essence, per the terms of the loan, we
request proper insurance be purchased. That doesn't occur
10/31/
- Forced place insurance is put into place, retroactively back to July 20,
2013. That premium is $1, Payments are then adjusted from
$to $491.43. That is schedule to last for nine months
12/11/
- Appropriate insurance is purchased, eliminating the need for forced place
insurance. A refund of $1,is credited toward the loan. Thus,
$1,less the refund of $1,equates to a balance of $Your payment is
now reduced from $to $and should expire in August 2014.
(Note: $minus the scheduled payment of $equates to $per
month. $X months = $729.)
3/28/
- The insurance you purchased on 12/11/lapses. Notices are sent
asking you to purchase insurance. That does not occur. Approximately
two months later, on June 3, an additional $1,in forced placed
insurance is charged. Regrettably, the payment is not adjusted, due to a
computer glitch resulting from multiple forced placed insurances occurring
within the same accounting period. Your payment should have changed from
$to $through August and then should have been adjusted to
the original contractual payment of $plus $or to
$474.01. (Note: the $is $1,695/9.)
03/28/
- You have still not purchased insurance per the terms of the loan
agreement. Consequently, a new forced place insurance contract totaling
$1,is added on May 12, 2015. This results in your payment being adjusted
from $to $527.66.
As you now
understand, all of this is very easily avoided, by fulfilling the terms of the
loan agreement, which calls for proper insurance to be in place at all
times. You are correct, forced place insurance is extremely expensive and
only protects our vehicle. It provides no liability or collision coverage
of any kind. It is very expensive because of the increased risk of not
having proper insurance and the increased risk of damage
This recap
may help add additional clarity: Since the loan was granted a total of
$9,has been repaid. Had the payments been made in 100% adherence
to the loan terms, that amount would equate to $7,150. That is a
difference of $2,125.32. Thus, your loan payments have included $2,
in insurance premiums to date. Yet, you have been charged a net amount of
$2,in premiums. (Note: the net amount equals the premium
amounts of $1,+ $1,+ $1,less the refunds of $1,& $1,or
1,826+1,695+1,428-1,106-1,057=$2,786.) $2,- $2,= $661.You are
currently being charged $per month. The contractual payment is
$286.01. That is a difference of $133. $661/= 5. Thus, extra
payments are needed in December, January, February, March and AprilProvided
your insurance does not lapse and all payments are made on time, your loan
payment should revert to $in May.Finally, I
want to advise you that we do not desire to add any further forced place
insurance on this loan. If insurance lapses again, we will consider the
loan in default and due and payable upon demand. In essence this will require you to refinance
the loan elsewhere
I believe
this provides you with the clarity you seek. Again, feel free to reach out
to MrS*** or MrM*** if further assistance is needed
Thank you
for the opportunity to address this matter
Sincerely,
Gerald G*** ***

*** ***, I am sorry to learn that you had trouble with your recent bill pay experience. My understanding is that the payment was received by your landlord on November 8th, coincidentally the same day we received your Revdex.com concern. My understanding is that you have utilized the same
bill pay process on past occasions with no issues. While this may point to a postal system issue, I assure you we don’t want to take the easy way out and stop there. We will continue to investigate the matter to insure our bill pay partner is fulfilling each one of their obligations, which appears to not be an issue; but still, we want to find out if this is any type of system breakdown or simply a one-time failure of the postal service. Further we have drafted a letter to your landlord explaining that you sent the payment in a fashion that should have allowed for on-time receipt. We stand ready to lend continued support if necessary and are also working to improve the service experience members receive, when interacting with our third-party call centerAgain, I am very sorry that your service experience was less than desirable and that your bill payment process encountered and issue. (I will send this message to you privately as well and it will contain my contact information and I invite you to communicate with me if my further involvement is needed.) Gerald G** President/CEO

As Background, KEMBA Financial staff spoke to Mr. or Mrs. [redacted] on July 5th and restored access to the blocked debit card.  On July 6, both an e-mail message and phone message was left by a member of KEMBA's Card staff providing contact information, so that we could further address the...

concerns being voiced on social media and in the Revdex.com complaint.  In addition, Mr. [redacted] was contacted by phone on July 6th at 6:00 p.m.  Since that time an e-mail recapping the situation and providing an apology has been sent to the e-mail address provided.  KEMBA personnel contact information was a part of that message.Mr. [redacted]:I again want to take this opportunity to apologize for the significant inconvenience you encountered when your debit card was incorrectly blocked by our card processor, FIS.  As explained by phone, shopping at [redacted] is not the issue and they as a merchant have in no way been listed as a company that you cannot utilize.  Instead, the blockage occurred since the shopping at [redacted] was outside your normal usage pattern, particularly given the amount that was being submitted for payment.  This situation was greatly aggravated when the FIS service representatives, whom you spoke to after hours, did not remedy your issue. We are in the process of addressing this issue with FIS management in an attempt to avoid this type of inappropriate service response in the future.As explained previously, an FIS rep / automated message was sent to an e-mail address and a phone message was also left attempting to reach you regarding the card blockage.  Regrettably, they left this message on your work phone number, where of course you were not at.  Due to the fact that FIS has not been able to provide appropriate service to KEMBA Financial Members, we made the decision to leave them as a processor several months ago.  Regrettably, the change to our new processor has not occurred in time for you to not be impacted.  The change to the new processor is scheduled to occur in September.  At that time, the deployment of messages being sent via text to mobile devices will be utilized, as well as providing our members with new tools to help manage their cards in an effort to provide them with the highest level of convenience, while still combatting fraud.In addition, we like your suggestion of amending our web page to include more information on how best to both avoid and respond to card fraud.  We will begin working on those amendments in the near future.Again, I sincerely apologize for the inconvenience you experienced.Gerald D. G**, CEO

[redacted]:  I am sorry to hear about the difficulties you have experienced with our credit union.  We take great pride in delivering outstanding service and it is disappointing to hear your perspective that we have not lived up to that.   Amy P[redacted] has attempted to reach out to you...

several times since receiving your concerns.  I am sorry that a successful phone conversation has not yet occurred.  I think that would allow us to ascertain more information regarding the online banking issues you have expressed concern over.  For example, are you referring to our mobile solution or our home banking solution?  In either case, we have many thousands of members using those products and do not receive similar concerns.  In fact, we actually receive a number of positive comments about how easy the features are to use, especially compared to some of the banks.  We would love to learn more about what is causing you an issue, in as much as we report both an actual balance, as well as pending transactions.   Since, we have not made successful contact, I regrettably cannot solve this part of your requested action.   Regarding the loan payment, you are correct that we made an error in the payment set up.  Clearly, this should not have occurred and I wish to apologize for this mistake.  We have corrected the set up and the fee has been refunded.    Again, I would like to apologize for our error regarding your loan payment.  This should not have occurred.    I encourage you to reach out to Ms. P[redacted] by phone.  Our goal is to rectify any issues with home banking or in the least explain how it functions today.   Thank you, Gerald D. G**, President/CEO

I am refusing this proposal because the bank can start the process of a dispute and then I can send the item back once I hear back from the merchant Regards,
[redacted]

Dear Ms. [redacted],
I am responding to your concern, which we received on October 22,
2015 from the Revdex.com.  I apologize for and regret that you
felt it was necessary to involve the Revdex.com to resolve this
matter.  As a member owned financial...

cooperative, our goal is to provide
outstanding service and communication to our member owners and I truly regret
we failed to do so in this instance.  In reality, our decision to not
charge any interest due was made prior to you involving the RevDex.com.  Regrettably, which I apologize for, we failed to communicate that
action effectively.  In fact, from your very first phone call to us, I believe
it was clear to see what we needed to do, which of course was to
waive any interest due.  I am genuinely sorry that was not done and we
will work to improve that process moving forward. 
While the due date to avoid paying interest was the 17th and not
the 20th, which was communicated on every statement we sent you, I don't
believe that is germane.  (Be clear, I don't doubt you when you say we
advised you the 20th, in spite of what we communicated with each statement.) 
Simple logic and common sense would suggest the three day difference didn't
matter, period and end of sentence. Yet, this is even more so after you
advised of the improper communication you received.   I
apologize we didn't take the needed action with your very first call. 
That is what should have happened and I regret it did not.  We will work
to improve that moving forward, as serving our members is critical to our
future success.
I believe we have already communicated to your our decision to
waive any interest associated with your loan, under the same as cash provision,
which in fact has been credited to your account.  Thus, I think this
matter is resolved.  Yet, if you would like to involve me further, I am
happy to be of assistance.
Sincerely,Gerald D. G** [redacted]

Dear
Mr. [redacted], I am responding to your inquiry/complaint filed with the RevDex.com on October 20, 2015.  It would
be easier to discuss these matters in person or by phone than through e-mail
and I invite you to contact me directly. 
However, I don’t want your concern...

to go unanswered and thus I am
responding accordingly.
In
the simplest of terms, and if I understand your request, you are asking us to
refund the fees we assessed when you overdrew your account.  Yet, I don’t believe you are disputing that
the checking account did not have enough money on deposit at the time the
transactions were presented for payment. 
Instead, I understand you to be saying that since you can’t control when
the money will be withdrawn to pay for these transactions, you should not have
to pay fees, even if your account is overdrawn.
From
our perspective there is of course a simple remedy.  Make sure funds are on deposit, actually
posted, before authorizing the disbursement of funds. 
In
reviewing your account, I discovered you utilize a third party, PayPal, to pay
certain bills.  Perhaps they have the
ability for you to request a settlement date? 
KEMBA simply processes the transaction presented to us by PayPal, or any
other authorized user, on the day they (not us) have chosen.  We don’t control in any way when they choose
to request funds from your account.  Nor
do we structure debits in any way.  We
simply post them as presented.  Again,
you may be able to schedule a payment settlement date with PayPal, but we can’t
control that.
I
also want you to know we already build a tolerance of $10 into our
equation.  Thus, we don’t charge a fee
for miniscule errors, amounting to less than $10.  In reviewing your account, you have actually
benefited from this practice.  If we did
not have this tolerance you would actually have even more overdraft fees
assessed, based on the transaction activity on your account.
Let
me encourage you to examine your account in detail, as I think it will help you
gain a better perspective on what is transpiring.  Earlier today (10/22/15) a deposit was
made.  I assume, based on the transaction
description, that this was your payroll deposit.  Yet your present balance is significantly
less than the amount of that deposit. 
Some of that difference is directly related to the fees we assessed.  But even if we were to refund those to you,
your account balance would still be less than the amount of the most recent
deposit.  Thus, you are overdrawing your
account.
While
we allow you to do this, we charge a fee for this privilege.  If you want me to have this service turned
off I can do that.  Yet, when items are
presented for payment and there are not enough funds on deposit, we will return
those items and charge a non-sufficient funds fee.  Again, the best and really only way to avoid
these types of fees is to not overdraw your account.  The only way I know how to do this is to wait
until the deposit of funds is actually made, prior to authorizing or making
withdraws.
As
you said in your Revdex.com correspondence, we have already
provided you with a courtesy refund earlier this month.  Again, your account was actually overdrawn
and that is why you were charged.  Yet, I
will authorize two of the three most recent charges be refunded to your
account. The third fee will not be refunded. Thus, we will refund $64 to you.  Yet, I need you to know we will not continue
to do this in the days, weeks and months ahead. Again, I urge you to please
examine your current balance in relationship to the amount just deposited.  Clearly you have spent more money than what was in the account prior
to the deposit.  This is what you must
stop doing if you wish to avoid these fees in the future, as we will continue
to post transactions when they are presented for payment.
If
you would like to discuss this further you can reach me at ###-###-#### X
[redacted]
Thank
you for the opportunity to resolve this matter.
Jerry
G**
[redacted]

Dear
Mr. [redacted]
We spoke
by phone last week and I believe we have resolved this issue.  Your concern,
I believe, is that our web page contains a link to Turbo Tax, which offers a
discount of up to $15, depending on the product selected, and you don't believe
the discount to be...

legitimate.  As we discussed, if you go directly to the
Turbo Tax website and compare prices, you will in fact find a discount by using
the link on KEMBA's web page.  If, however, you click the link on KEMBA's
web page and then go to Turbo Tax's web site later, there doesn't appear to be
a discount, as the prices are the same.  My understanding is that is
because a cookie is applied when you first go to Turbo Tax via our web site
link.  Thus, if you access the Turbo Tax web page via the same device, it will
not appear that a discount is made available.  As we further discussed,
while the discount is legitimate, I am not claiming you could not find a
similar or perhaps greater discount through another channel.  As mentioned
by phone, I want to reiterate, KEMBA Financial receives no remuneration of any
kind from Turbo Tax for having this link available.  It truly is meant to
be nothing more than a benefit for our members. 
While I
appreciate you discussing this matter with me and for the time you have invested,
I must apologize to you.  We should have responded much more timely to
your inquiry about this issue, which occurred on March 6.  I believe doing
so would have allowed us to explain the issue to you and prevented your extra
effort and time to involve the Revdex.com.
Please
accept my apology and thanks for being a member/owner of KEMBA Financial Credit
Union.  Also, if you need to discuss this
matter further with me, my contact information is: [redacted] or ###-###-####.
All my
best, Gerald G**

[redacted] I apologize for the misunderstanding.  Our records do not indicate our refusal to file a dispute process.  Instead, we have asked that you provide us with a receipt indicating the product has been returned to where it was purchased from.  Upon receiving this, we are...

more than happy to file the dispute, after you complete the appropriate paperwork, if the merchant still refuses to refund your money.  In fairness, it would not make sense for the merchant to refund your money for a product that is still in your possession.  Our understanding is that you received the product, the product was used, it subsequently broke, and that you now would like the merchant to refund the funds.  It was also our understanding, through earlier correspondence, that you stated you had not returned the damaged merchandise.  Thus, we did not understand what you were asking us to dispute. Again, we apologize for any misunderstanding.  Again, please provide us with the evidence of the product being returned, along with the completed dispute paperwork, and we will gladly file the dispute with VISA.  Obviously, we cannot state whether they will honor the dispute, but are more than happy to begin the process.Sincerely,Gerald D. G[redacted]

Mr. [redacted], I wish to apologize for the difficulty you experienced accessing your account information and account statements that are associated with your business checking and credit card accounts. Furthermore, I regret that we failed to properly address paying off these debts when you visited our...

[redacted] branch on June 23, 2017. I make no excuses; we should have accepted the payment offered.    As a quick recap and to establish an appropriate audit trail, let me note that you last made payment on your credit card account on March 3, 2017 when you paid the balance in full.  You then performed a cash advance on March 9, and then another charge on 3/11/2017. The payment became due on April 26th. Although electronic payment reminders were sent, the payment that was now past due was not made.  Only then, after being 45 days past due, was the electronic access temporarily disabled in hopes that it would encourage you to contact us by phone or in person.  Eventually, we successfully made contact with you on June 23.  At that time payment arrangements were made and you visited our [redacted] branch to pay off the balance owing. Unfortunately we failed to properly apply/accept the funds.  Since that occurred I understand that Kelly Myers, our [redacted] Branch Manager, has reached out to you and new arrangements have been made.  We thank you for that.   In as much as the loan is past due for the April, May, and now June payments, we are not willing to correct the credit bureau reporting records. While electronic online access was turned off, notices were in fact sent and with all respect you should have known payment was due.   Furthermore, you could have proactively called us to make an inquiry and or payment arrangements.   Again, I am sorry for our error and I am pleased that we have been able to provide you with the needed information that will allow you to pay this account in full, per your request.   Sincerely, Gerald D. G**, President/CEO

I would like to begin with an apology.  The account should have been closed on December 5, 2016 as you requested. Regrettably that did not occur and again I am sincerely apologetic for that. I am glad to note that coincidently enough we were able to remedy this matter prior to receiving the...

Revdex.com concern.  As you know, we spoke by phone yesterday, 1/17/2017.  I appreciate the time you afforded me.  I have followed that up with separate correspondence.  I believe this matter has been remedied and your account closed as you requested.  Again I apologize, as this should not have necessitated more than one request, let alone three.  If you should need further help, I am happy to be of assistance.   Thank you,[redacted]

We have sent the necessary forms directly to Shannon.  Yet, per your request, we are also sending them to the Revdex.com.Thank you.