We are in receipt of the above-caption complaint, submitted by *** ***, owner at *** *** - *** ***Please consider this Concord's formal response.Please know that Concord is a completely independent, third party billing, payment processing and collection agency for
*** ***Concord offers collection services to its clients within the guidelines of all state and federal laws and regulations.After receiving Ms***'s complaint, Concord has placed her account in a "disputed" status on our account management systemThis status notifies *** Recovery to cease collections efforts and will block future collection attempts until the dispute has been resolvedAlso, on our next transmission, Concord will notify the credit reporting agencies that Ms***'s account is in a disputed status. Part of Ms***'s desired outcome is to have her down payment refunded and her contract voided.As the third-party payment processing agency, Concord is not the recipient of the down payment nor are we in a position to offer refunds of money paid to *** *** or to cancel a contract between Ms*** and *** ***Also, *** *** has indicated Ms***'s cancellation request was received after the rescission period had expired; they are requesting Ms*** contact them directly to discuss her cancellation options.We encourage Ms*** to contact *** *** directly at: ###-###-#### or ***.***@***.***.**If you need any further information or would like to discuss this matter in further detail, please call me at my direct dial phone number, ###-###-####
Please see attached response.Attn. Conciliation & Engagement SpecialistRevdex.com1010 E. Missouri AvenuePhoenix, Arizona 85014RE: COMPLAINT NO.: [redacted]COMPLAINANT: TODD [redacted]OUR ACCOUNT NO.: #[redacted]May 15, 2017Dear Conciliation & Engagement Specialist:We are in receipt...
of the above-caption complaint, submitted by Todd [redacted], owner at Krystal C[redacted].Please consider this Concord Servicing Corporation’s (hereinafter “Concord”) formal response.Please know that Concord is a completely independent, third party billing, payment processing andcollection agency for Krystal C[redacted]. Concord offers collection services to its clients within the guidelinesof all state and federal laws and regulations.Thank you for bringing this matter to our attention. On receipt of Mr. [redacted] complaint, we requesteda copy of the original contract between Mr. [redacted] and Krystal. As of today, we have not received acopy of that contract. We have coded Mr. [redacted] account in our system as “disputed” and haveremoved it from any collections activity.Should we receive confirmation from Krystal that the contract is still active, we will provide copies to Mr.[redacted] for his review prior to changing the account status.If you need any further information or would like to discuss this matter in further detail, please call me atmy direct dial phone number, (480) 214-7887.Yours truly,Daniel W[redacted]Contact Center Manager[redacted]
Revdex.com:I have reviewed the response sent in reference to complaint ID [redacted], and find that this resolution will be satisfactory to me contingent upon written confirmation that the $70 late fee has also been removed from the attached collection notice from Concord's collection division Blackwell Recovery. I will consider this complaint resolved as long as I receive this written confirmation and remain unreported to any credit agencies.Regards,[redacted]
Specialist: We are in receipt of the above-caption complaint, submitted by [redacted], owner at Pueblo Bonito Mazatlán. Please consider this Concord Servicing Corporation’s (hereinafter “Concord”) formal response. Thank you for bringing this matter to our attention. Please know that Concord is a completely independent, third party billing, payment processing and collection agency for Pueblo Bonito. Concord offers collection services to its clients within the guidelines of all state and federal laws and regulations. After reviewing Mr. [redacted] concerns and researching his account, we determined the last payment we have record of receiving from Mr. [redacted] was on 11/18/2015 for his 2015 annual dues which were due on 1/2/2015. Subsequently, Mr. [redacted] was billed on 10/27/2015 for his 2016 annual dues which were due on 1/2/2016. We do not have record of receiving that payment nor do we have record of receiving a payment from him in February 2016. To resolve this concern, Concord will need to receive proof of the payment made by Mr. [redacted] in February, 2016. All that is needed is a copy of the credit card statement or the front and back of the cancelled check used to make the payment. At times, Pueblo Bonito owners will make their annual dues payment at the resort. We reached out to Pueblo Bonito to see if they had record of the missing payment and they indicated they did not. On 11/8/2016, Pueblo Bonito emailed Mr. [redacted] to see if he had a copy of the payment that he could send to them and he replied he would look for it and forward it to them. As of today, we have not received confirmation from Pueblo Bonito that they have received proof of payment. While researching Mr. [redacted] concern, we placed the account on hold so he does not receive collections efforts from our collection agency. This hold is set to expire one week from today on 11/18/2016. Should Mr. [redacted] need more time to locate his record of payment, we will be happy to extend it another week. [redacted]
Once Mr. [redacted] locates his record of payment, he can forward it to his contact at Pueblo Bonito or he can send it directly to my attention at [redacted] or to my fax number [redacted] As soon as Concord has received the proof of the payment, we will make the necessary adjustments to Mr. [redacted] account in our system. If you or Mr. [redacted] need any further information or would like to discuss this matter in further detail, please call me at my direct dial phone number, [redacted] Yours truly, [redacted] Contact Center Manager [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint...
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11627541, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.comDan W[redacted]
[redacted]
[redacted] ** [redacted]
08/13/2016
Dear Dan W[redacted]
This message is in regard to a complaint submitted to the Revdex.com about your business on 8/11/2016 by [redacted] . This complaint was assigned ID [redacted]
This complaint has been closed as resolved.
If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
Regards,
Yesenia Villegas
Your Revdex.com
MESSAGE:
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Dear Dispute Resolution Consultant:We are in receipt of the above-caption complaint, submitted by [redacted], owner at [redacted]. Please consider this Concord Servicing Corporation's (hereinafter "Concord") formal response.Please know that Concord is a completely...
independent, third party billing, payment processing and collection agency for [redacted]. Concord offers collection services to its clients within the guidelines of all state and federal laws and regulations.We appreciate Ms. [redacted] bringing this issue to our attention. When Concord loaded Ms. [redacted]'s account onto our system in November, 2014, a set of fees were provided to us from [redacted]. One of these fees is assessed to certain [redacted] Fie sta owners once every five years (a "quinquennial" fee). On 8/19/2015, [redacted] confirmed this fee was incorrectly placed on Ms. [redacted]'s account. We regret the error and apologize for any inconvenience this has caused Ms. [redacted]. The fee and all related late charges have been removed and the account has been reset in our system so it will no longer receive this recurring fee. A copy of Ms. [redacted]'s account ledger indicating these changes is included in our response. Additionally, no data from either Concord or Blackwell Recovery has ever been furnished to the creditreporting agencies regarding Ms. [redacted]'s account.Our investigation into this issue has allowed us to identify a gap in our procedures. This issue should have been resolved in 2014 when Ms. [redacted] first brought it to our attention. This type of activity does not align with Concord's values; we take great pride in providing world-class service to our clients and their owners. We have adjusted our procedures to ensure this issue does not happen again and we have taken the appropriate measures to coach and train the employees involved. While Ms. [redacted]'s account has been reset in our system, we will continue to monitor it through the 2016 billing cycle to ensure no additional charges related to the quinquennial fee are included.If you need any further information or would like to discuss this matter in further detail, please call me at my direct dial phone number, ###-###-####.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me assuming they follow through on the actions and cease action and contact if no contract is produced. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Todd [redacted]
We are in receipt of the above-caption complaint, submitted by [redacted]. Please consider this Concord Servicing Corporation's (hereinafter "Concord") formal response.Please know that Concord is a completely independent, third party billing, payment processing and collection agency for...
[redacted]. Concord offers collection services to its clients within the guidelines of all state and federal laws and regulations.After our initial phone contact with Mr. [redacted] on 3/30/2015. we notified the credit reporting agencies that Mr. [redacted]'s account in our system was in a "disputed" status and we sent a request to [redacted] to verify the account information in our system; on 4/6/2015, [redacted] indicated Mr. [redacted]'s account should be cancelled in our system. On 4/20/2015, Concord received instructions from [redacted] to delete the credit report ing regarding this account and Concord coded the account to be deleted on our next transmission to the cred it reporting agencies. A letter (attached) was systemgenerated to Mr. [redacted] on 4/24/2015 indicating Concord would be removing the credit reporting on our next transmission. However, after reviewing Mr. [redacted]'s complaint, Concord felt it would be appropriate to expedite the removal of the credit reporting information and instructions were submitted to the agencies; we anticipate the information should be removed within the next 72 hours. If you or Mr. [redacted] need any further information or would like to discuss this matter in further detail, please call me at my direct dial phone number, ###-###-####.
March 21, 2016Dear Dispute Resolution Consultant:We are in receipt of the above-caption complaint, submitted by [redacted], owner at Sedona Pines. Please consider this Concord Servicing Corporation's (hereinafter "Concord") formal response.We believe this complaint was forwarded to Concord in...
error. Concord only provides billing andpayment processing services to Sedona Pines and did not have any contact with Ms. [redacted] regarding this concern.Since we do have access to Ms. [redacted]'s account in our system, we can provide an update to her concern: The payment in question was moved to the appropriate account and the late fees that were assessed have been reversed. Sedona Pines communicated to Ms. [redacted] via email on 3-14-2016. The contents of the email were:Good morning Mrs. [redacted], please accept our apologies for any confusion -- after reviewing your account I have authorized your payment of $500.00 on February 12th be moved to your loan account and we will remove the late fee. If you have any further questions please contact me directly at [redacted]Kaye du Van Vice President Sedona Pines Resort IHighlands Resort.Concord respectfully requests this be removed from our complaint history.If you need any further information or would like to discuss this matter in further detail,please call meat my direct dial phone number, [redacted]Yours truly, [redacted]Contact Center Manager[redacted]
I do not accept this judgement because Georita D[redacted] is liable for this Account in the full and she is already working with an Attorney to get this liability taken care of and I should not be attached to this claim this was cancelled and she is liable
September 18, 2015Dear Dispute Resolution Consultant:We are in receipt ofthe above-caption complaint, submitted by [redacted], owner at [redacted]. Please consider this Concord Servicing Corporation's (hereinafter "Concord") formal response.Please know that Concord is a complete ly...
independent, third party billing, payment processing andcollection agency for Krystal. Co ncord offers collection services to its clients within the guidelines of all state a nd federal laws and regulations. As the servicing company, Concord is limited in certain decision making aspects of the co ntract [redacted] signed with Krystal. In this situation, [redacted] concern is with [redacted] l and the sales process when they purchased their timeshare.[redacted] is requesting that Concord cease collection activity on this account while they work out their concerns with l<rystal. We have coded this account as "disputed" and have ceased all communications whi le the dispute is being resolved . While the account is in a disputed status,a ll servicing activities will be suspended, including mailing of monthly statements. Once [redacted] Ior [redacted] notifies Concord the dispute has been resolved, we will remove the dispute status and resume normal servicing activities. We encourage [redacted] to work directly with Krystal to resolve their concerns. Krystal can be reached at: 011-[redacted]If you need any further information or would like to discuss this matter in further detail,please call meat my direct dial phone number[redacted]
On February 5, 2016 Blackwell Recovery placed us in collections. On February 16, 2016 we received the notice (dated 2/5/16) from Blackwell Recovery stating the amount owed and that we were in collections. There was 11 days between the date we went into collections and the date we found out we were actually in collections. I contacted Blackwell Recovery the same day (2/16/16) to try and resolve this concern (asked them to waive the charge as I did not feel they did anything to recover this amount). They stated they spoke to my wife on 2/10/16. we did not know we were in collections until we received the notice from Blackwell Recovery on 2/16/16. Blackwell Recovery also called me on 2/22/16, at which time I asked them to waive (response from Blackwell states they have the discretion to waive late charges) the charge of $353.09. The person I spoke to indicated they would not waive the charge. Since we paid the original amount owed to [redacted] before they ([redacted]) told us it was due, we never realized we were in collections until Blackwell contacted us, so we never took the matter real seriously. Told them we paid and thought that would be it. The mail delayed the payment getting there, and we will not know how long it sat on someone's desk before the payment was opened? We have tried to be reasonable with Blackwell, but they do not want to accept our payment which was only days late.
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] Not good enough.I should get more than,,"We are sorry".I feel for harassment at place of employment Concord should Pay off this loan.
Dear Dispute Resolution Consultant:We are in receipt of the above-caption complaint, submitted by [redacted], owner at [redacted]. Please consider this Concord Servicing Corporation's (hereinafter "Concord") formal response.Please know that Concord is a completely...
independent, third party billing, payment processing and collection agency for [redacted]. Concord offers collection services to its clients within the guidelines of all state and federal laws and regulations.On 10/24/2014, Concord mailed an annual maintenance statement to Ms. [redacted] with a due date of 1/1/2015. This statement (copy included) included a $299 line item for a hurricane damage assessment. In the attached cover letter from [redacted], the owners of the resort were advised this assessment was voluntary. The information below is a timeline of events and a summary of recorded telephone conversations between Concord and Ms. [redacted]:On 12/5/2014, Ms. [redacted] contacted Concord to change her mailing address. During that conversation, there was no discussion regarding the hurricane assessment or the annual dues. On 1/31/2015, at the instruction of [redacted], Concord removed the $299 hurricane assessment from owners who chose not to pay the assessment. Ms. [redacted]'s account was part of that process - please see the attached account history.On 2/2/2015, Concord sent a reminder letter to Ms. [redacted], advising her of the status of her account.On 2/13/2015, a Concord collections representative contacted Ms. [redacted] to remind her of the status of her account and to advise if she made a payment, she would avoid the $50 late fee that was about to be assessed to her account. During this call, Ms. [redacted] indicated she was interested in sel ling her timeshare. Since Concord is not involved in the purchase or sale of timeshares, the representative gave her the phone number to the resort to discuss her options with the resort. The representative also advised Ms. [redacted], per instructions from Hacienda Encantada, her account would need to be current in order for a sale of her timeshare to go through. Ms. [redacted] inquired about the hurricane assessment and the representative advised her he was only speaking about the $925 annual maintenance dues that were past due. He advised Ms. [redacted] the hurricane assessment was optional. Ms. [redacted] indicated she did not want to make a payment on her account at that time and the representative advised her that collection calls would continue.On 3/2/2015, a second Concord collections representative contacted Ms. [redacted] and advised that her account was past due for the $925 annual maintenance dues. Ms. [redacted] advised the representative that she would not be using the timeshare in 2015 and she would not be making her annual payment for another couple months. The representative advised that collection calls would continue.On 3/13/2015, Ms. [redacted] contacted Concord for a balance on her loan account and to confirm Concord had her current address. The customer service representative informed Ms. [redacted] about the status of her maintenance account and she indicated she had mentioned to the collections representative she would be making her payment in June. On 4/3/2015, Concord sent a reminder notice (copy included) advising the account was in serious default and in order to avoid any further collection activity, to mail in a payment or contact Concord to make payment arrangements. Several additional attempts were made through the month of April to contact Ms. [redacted] by phone.On 7/10/2015, at the instruction of [redacted], Ms. [redacted]'s maintenance account was placed with [redacted] Recovery. Once an account is placed with [redacted] Recovery, Concord's collection and customer service representatives are no longer allowed to assist on the account and all calls rece ived are to be directed to [redacted] Recovery.Ms. [redacted]'s desired settlement is for [redacted] Recovery collect ion fees and late fees to be refunded. [redacted] Recovery co llection fees are not negotiable and will not be refunded. In regards to the late fees assessed on Ms. [redacted]'s account, once her account has been brought current with Blackwell Recovery and returned to Concord, we would be happy to discuss her options regarding a possible refund of late charges.If you need any further information or would like to discuss this matter in further detail, please call me at my direct dial phone number, ###-###-####.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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...
We are in receipt of the above-caption complaint, submitted by *** ***, owner at *** *** - *** ***Please consider this Concord's formal response.Please know that Concord is a completely independent, third party billing, payment processing and collection agency for
*** ***Concord offers collection services to its clients within the guidelines of all state and federal laws and regulations.After receiving Ms***'s complaint, Concord has placed her account in a "disputed" status on our account management systemThis status notifies *** Recovery to cease collections efforts and will block future collection attempts until the dispute has been resolvedAlso, on our next transmission, Concord will notify the credit reporting agencies that Ms***'s account is in a disputed status. Part of Ms***'s desired outcome is to have her down payment refunded and her contract voided.As the third-party payment processing agency, Concord is not the recipient of the down payment nor are we in a position to offer refunds of money paid to *** *** or to cancel a contract between Ms*** and *** ***Also, *** *** has indicated Ms***'s cancellation request was received after the rescission period had expired; they are requesting Ms*** contact them directly to discuss her cancellation options.We encourage Ms*** to contact *** *** directly at: ###-###-#### or ***.***@***.***.**If you need any further information or would like to discuss this matter in further detail, please call me at my direct dial phone number, ###-###-####
Please see attached response.Attn. Conciliation & Engagement SpecialistRevdex.com1010 E. Missouri AvenuePhoenix, Arizona 85014RE: COMPLAINT NO.: [redacted]COMPLAINANT: TODD [redacted]OUR ACCOUNT NO.: #[redacted]May 15, 2017Dear Conciliation & Engagement Specialist:We are in receipt...
of the above-caption complaint, submitted by Todd [redacted], owner at Krystal C[redacted].Please consider this Concord Servicing Corporation’s (hereinafter “Concord”) formal response.Please know that Concord is a completely independent, third party billing, payment processing andcollection agency for Krystal C[redacted]. Concord offers collection services to its clients within the guidelinesof all state and federal laws and regulations.Thank you for bringing this matter to our attention. On receipt of Mr. [redacted] complaint, we requesteda copy of the original contract between Mr. [redacted] and Krystal. As of today, we have not received acopy of that contract. We have coded Mr. [redacted] account in our system as “disputed” and haveremoved it from any collections activity.Should we receive confirmation from Krystal that the contract is still active, we will provide copies to Mr.[redacted] for his review prior to changing the account status.If you need any further information or would like to discuss this matter in further detail, please call me atmy direct dial phone number, (480) 214-7887.Yours truly,Daniel W[redacted]Contact Center Manager[redacted]
Please see attached response.
Revdex.com:I have reviewed the response sent in reference to complaint ID [redacted], and find that this resolution will be satisfactory to me contingent upon written confirmation that the $70 late fee has also been removed from the attached collection notice from Concord's collection division Blackwell Recovery. I will consider this complaint resolved as long as I receive this written confirmation and remain unreported to any credit agencies.Regards,[redacted]
Attn. Conciliation & Engagement Specialist Revdex.com [redacted]
[redacted] RE: COMPLAINT NO.: #11815380 COMPLAINANT: [redacted] OUR ACCOUNT NO.: #[redacted] November 11, 2016 Dear Conciliation & Engagement...
Specialist: We are in receipt of the above-caption complaint, submitted by [redacted], owner at Pueblo Bonito Mazatlán. Please consider this Concord Servicing Corporation’s (hereinafter “Concord”) formal response. Thank you for bringing this matter to our attention. Please know that Concord is a completely independent, third party billing, payment processing and collection agency for Pueblo Bonito. Concord offers collection services to its clients within the guidelines of all state and federal laws and regulations. After reviewing Mr. [redacted] concerns and researching his account, we determined the last payment we have record of receiving from Mr. [redacted] was on 11/18/2015 for his 2015 annual dues which were due on 1/2/2015. Subsequently, Mr. [redacted] was billed on 10/27/2015 for his 2016 annual dues which were due on 1/2/2016. We do not have record of receiving that payment nor do we have record of receiving a payment from him in February 2016. To resolve this concern, Concord will need to receive proof of the payment made by Mr. [redacted] in February, 2016. All that is needed is a copy of the credit card statement or the front and back of the cancelled check used to make the payment. At times, Pueblo Bonito owners will make their annual dues payment at the resort. We reached out to Pueblo Bonito to see if they had record of the missing payment and they indicated they did not. On 11/8/2016, Pueblo Bonito emailed Mr. [redacted] to see if he had a copy of the payment that he could send to them and he replied he would look for it and forward it to them. As of today, we have not received confirmation from Pueblo Bonito that they have received proof of payment. While researching Mr. [redacted] concern, we placed the account on hold so he does not receive collections efforts from our collection agency. This hold is set to expire one week from today on 11/18/2016. Should Mr. [redacted] need more time to locate his record of payment, we will be happy to extend it another week. [redacted]
Once Mr. [redacted] locates his record of payment, he can forward it to his contact at Pueblo Bonito or he can send it directly to my attention at [redacted] or to my fax number [redacted] As soon as Concord has received the proof of the payment, we will make the necessary adjustments to Mr. [redacted] account in our system. If you or Mr. [redacted] need any further information or would like to discuss this matter in further detail, please call me at my direct dial phone number, [redacted] Yours truly, [redacted] Contact Center Manager [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint...
resolved.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11627541, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.comDan W[redacted]
[redacted]
[redacted] ** [redacted]
08/13/2016
Dear Dan W[redacted]
This message is in regard to a complaint submitted to the Revdex.com about your business on 8/11/2016 by [redacted] . This complaint was assigned ID [redacted]
This complaint has been closed as resolved.
If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
Regards,
Yesenia Villegas
Your Revdex.com
MESSAGE:
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Dear Dispute Resolution Consultant:We are in receipt of the above-caption complaint, submitted by [redacted], owner at [redacted]. Please consider this Concord Servicing Corporation's (hereinafter "Concord") formal response.Please know that Concord is a completely...
independent, third party billing, payment processing and collection agency for [redacted]. Concord offers collection services to its clients within the guidelines of all state and federal laws and regulations.We appreciate Ms. [redacted] bringing this issue to our attention. When Concord loaded Ms. [redacted]'s account onto our system in November, 2014, a set of fees were provided to us from [redacted]. One of these fees is assessed to certain [redacted] Fie sta owners once every five years (a "quinquennial" fee). On 8/19/2015, [redacted] confirmed this fee was incorrectly placed on Ms. [redacted]'s account. We regret the error and apologize for any inconvenience this has caused Ms. [redacted]. The fee and all related late charges have been removed and the account has been reset in our system so it will no longer receive this recurring fee. A copy of Ms. [redacted]'s account ledger indicating these changes is included in our response. Additionally, no data from either Concord or Blackwell Recovery has ever been furnished to the creditreporting agencies regarding Ms. [redacted]'s account.Our investigation into this issue has allowed us to identify a gap in our procedures. This issue should have been resolved in 2014 when Ms. [redacted] first brought it to our attention. This type of activity does not align with Concord's values; we take great pride in providing world-class service to our clients and their owners. We have adjusted our procedures to ensure this issue does not happen again and we have taken the appropriate measures to coach and train the employees involved. While Ms. [redacted]'s account has been reset in our system, we will continue to monitor it through the 2016 billing cycle to ensure no additional charges related to the quinquennial fee are included.If you need any further information or would like to discuss this matter in further detail, please call me at my direct dial phone number, ###-###-####.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me assuming they follow through on the actions and cease action and contact if no contract is produced. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Todd [redacted]
We are in receipt of the above-caption complaint, submitted by [redacted]. Please consider this Concord Servicing Corporation's (hereinafter "Concord") formal response.Please know that Concord is a completely independent, third party billing, payment processing and collection agency for...
[redacted]. Concord offers collection services to its clients within the guidelines of all state and federal laws and regulations.After our initial phone contact with Mr. [redacted] on 3/30/2015. we notified the credit reporting agencies that Mr. [redacted]'s account in our system was in a "disputed" status and we sent a request to [redacted] to verify the account information in our system; on 4/6/2015, [redacted] indicated Mr. [redacted]'s account should be cancelled in our system. On 4/20/2015, Concord received instructions from [redacted] to delete the credit report ing regarding this account and Concord coded the account to be deleted on our next transmission to the cred it reporting agencies. A letter (attached) was systemgenerated to Mr. [redacted] on 4/24/2015 indicating Concord would be removing the credit reporting on our next transmission. However, after reviewing Mr. [redacted]'s complaint, Concord felt it would be appropriate to expedite the removal of the credit reporting information and instructions were submitted to the agencies; we anticipate the information should be removed within the next 72 hours. If you or Mr. [redacted] need any further information or would like to discuss this matter in further detail, please call me at my direct dial phone number, ###-###-####.
March 21, 2016Dear Dispute Resolution Consultant:We are in receipt of the above-caption complaint, submitted by [redacted], owner at Sedona Pines. Please consider this Concord Servicing Corporation's (hereinafter "Concord") formal response.We believe this complaint was forwarded to Concord in...
error. Concord only provides billing andpayment processing services to Sedona Pines and did not have any contact with Ms. [redacted] regarding this concern.Since we do have access to Ms. [redacted]'s account in our system, we can provide an update to her concern: The payment in question was moved to the appropriate account and the late fees that were assessed have been reversed. Sedona Pines communicated to Ms. [redacted] via email on 3-14-2016. The contents of the email were:Good morning Mrs. [redacted], please accept our apologies for any confusion -- after reviewing your account I have authorized your payment of $500.00 on February 12th be moved to your loan account and we will remove the late fee. If you have any further questions please contact me directly at [redacted]Kaye du Van Vice President Sedona Pines Resort IHighlands Resort.Concord respectfully requests this be removed from our complaint history.If you need any further information or would like to discuss this matter in further detail,please call meat my direct dial phone number, [redacted]Yours truly, [redacted]Contact Center Manager[redacted]
I do not accept this judgement because Georita D[redacted] is liable for this Account in the full and she is already working with an Attorney to get this liability taken care of and I should not be attached to this claim this was cancelled and she is liable
September 18, 2015Dear Dispute Resolution Consultant:We are in receipt ofthe above-caption complaint, submitted by [redacted], owner at [redacted]. Please consider this Concord Servicing Corporation's (hereinafter "Concord") formal response.Please know that Concord is a complete ly...
independent, third party billing, payment processing andcollection agency for Krystal. Co ncord offers collection services to its clients within the guidelines of all state a nd federal laws and regulations. As the servicing company, Concord is limited in certain decision making aspects of the co ntract [redacted] signed with Krystal. In this situation, [redacted] concern is with [redacted] l and the sales process when they purchased their timeshare.[redacted] is requesting that Concord cease collection activity on this account while they work out their concerns with l<rystal. We have coded this account as "disputed" and have ceased all communications whi le the dispute is being resolved . While the account is in a disputed status,a ll servicing activities will be suspended, including mailing of monthly statements. Once [redacted] Ior [redacted] notifies Concord the dispute has been resolved, we will remove the dispute status and resume normal servicing activities. We encourage [redacted] to work directly with Krystal to resolve their concerns. Krystal can be reached at: 011-[redacted]If you need any further information or would like to discuss this matter in further detail,please call meat my direct dial phone number[redacted]
On February 5, 2016 Blackwell Recovery placed us in collections. On February 16, 2016 we received the notice (dated 2/5/16) from Blackwell Recovery stating the amount owed and that we were in collections. There was 11 days between the date we went into collections and the date we found out we were actually in collections. I contacted Blackwell Recovery the same day (2/16/16) to try and resolve this concern (asked them to waive the charge as I did not feel they did anything to recover this amount). They stated they spoke to my wife on 2/10/16. we did not know we were in collections until we received the notice from Blackwell Recovery on 2/16/16. Blackwell Recovery also called me on 2/22/16, at which time I asked them to waive (response from Blackwell states they have the discretion to waive late charges) the charge of $353.09. The person I spoke to indicated they would not waive the charge. Since we paid the original amount owed to [redacted] before they ([redacted]) told us it was due, we never realized we were in collections until Blackwell contacted us, so we never took the matter real seriously. Told them we paid and thought that would be it. The mail delayed the payment getting there, and we will not know how long it sat on someone's desk before the payment was opened? We have tried to be reasonable with Blackwell, but they do not want to accept our payment which was only days late.
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] Not good enough.I should get more than,,"We are sorry".I feel for harassment at place of employment Concord should Pay off this loan.
Dear Dispute Resolution Consultant:We are in receipt of the above-caption complaint, submitted by [redacted], owner at [redacted]. Please consider this Concord Servicing Corporation's (hereinafter "Concord") formal response.Please know that Concord is a completely...
independent, third party billing, payment processing and collection agency for [redacted]. Concord offers collection services to its clients within the guidelines of all state and federal laws and regulations.On 10/24/2014, Concord mailed an annual maintenance statement to Ms. [redacted] with a due date of 1/1/2015. This statement (copy included) included a $299 line item for a hurricane damage assessment. In the attached cover letter from [redacted], the owners of the resort were advised this assessment was voluntary. The information below is a timeline of events and a summary of recorded telephone conversations between Concord and Ms. [redacted]:On 12/5/2014, Ms. [redacted] contacted Concord to change her mailing address. During that conversation, there was no discussion regarding the hurricane assessment or the annual dues. On 1/31/2015, at the instruction of [redacted], Concord removed the $299 hurricane assessment from owners who chose not to pay the assessment. Ms. [redacted]'s account was part of that process - please see the attached account history.On 2/2/2015, Concord sent a reminder letter to Ms. [redacted], advising her of the status of her account.On 2/13/2015, a Concord collections representative contacted Ms. [redacted] to remind her of the status of her account and to advise if she made a payment, she would avoid the $50 late fee that was about to be assessed to her account. During this call, Ms. [redacted] indicated she was interested in sel ling her timeshare. Since Concord is not involved in the purchase or sale of timeshares, the representative gave her the phone number to the resort to discuss her options with the resort. The representative also advised Ms. [redacted], per instructions from Hacienda Encantada, her account would need to be current in order for a sale of her timeshare to go through. Ms. [redacted] inquired about the hurricane assessment and the representative advised her he was only speaking about the $925 annual maintenance dues that were past due. He advised Ms. [redacted] the hurricane assessment was optional. Ms. [redacted] indicated she did not want to make a payment on her account at that time and the representative advised her that collection calls would continue.On 3/2/2015, a second Concord collections representative contacted Ms. [redacted] and advised that her account was past due for the $925 annual maintenance dues. Ms. [redacted] advised the representative that she would not be using the timeshare in 2015 and she would not be making her annual payment for another couple months. The representative advised that collection calls would continue.On 3/13/2015, Ms. [redacted] contacted Concord for a balance on her loan account and to confirm Concord had her current address. The customer service representative informed Ms. [redacted] about the status of her maintenance account and she indicated she had mentioned to the collections representative she would be making her payment in June. On 4/3/2015, Concord sent a reminder notice (copy included) advising the account was in serious default and in order to avoid any further collection activity, to mail in a payment or contact Concord to make payment arrangements. Several additional attempts were made through the month of April to contact Ms. [redacted] by phone.On 7/10/2015, at the instruction of [redacted], Ms. [redacted]'s maintenance account was placed with [redacted] Recovery. Once an account is placed with [redacted] Recovery, Concord's collection and customer service representatives are no longer allowed to assist on the account and all calls rece ived are to be directed to [redacted] Recovery.Ms. [redacted]'s desired settlement is for [redacted] Recovery collect ion fees and late fees to be refunded. [redacted] Recovery co llection fees are not negotiable and will not be refunded. In regards to the late fees assessed on Ms. [redacted]'s account, once her account has been brought current with Blackwell Recovery and returned to Concord, we would be happy to discuss her options regarding a possible refund of late charges.If you need any further information or would like to discuss this matter in further detail, please call me at my direct dial phone number, ###-###-####.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]