AFC First Financial Corporation

[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 is satisfactory to me Regards, [redacted] ***

[redacted] ***This issue relates to a financing program administered by AFC for an Illinois utilityContractors who perform the work must be approved by both AFC and the utility.The contractor had been taken off the utility's approved list but we had not been notified.The utility approved an exception for the financing but not for any rebate (we do not administer the rebate program or have any involvement in that)We emailed the borrower on 10/advising them they would be approved for financing We also emailed the contractor for the required information to complete the job.At this point the loan is pending waiting for additional information

While we would have been happy to have had [redacted] as a customer, unfortunately we were were not able to approve his credit application We cannot provide specifics here due to customer privacy regulations and concerns, but we have reached out to [redacted] * directly for any additional information he may be able to provide in support of his request Such information will be reviewed promptly on receipt

While
we would have been happy to have had [redacted] as a customer, unfortunately
we were were not able to approve his credit application.   We cannot provide specifics
here due to customer privacy regulations and concerns, but we have reached out to [redacted] directly for any additional information...

he may be able to provide in support of his request.  Such information will be reviewed promptly on receipt.

[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 is satisfactory to me. 
Regards,
[redacted]

[redacted] **  [redacted]This issue relates to a financing program administered by AFC  for an Illinois utility. Contractors...

who perform the work must be approved by both AFC and the utility.The contractor had been taken off the utility's approved list but we had not been notified.The utility approved an exception for the financing but not for any rebate (we do not administer the rebate program or have any involvement in that)We emailed the borrower on 10/3 advising them they would be approved for financing.  We also emailed the contractor for the required information to complete the job.At this point the loan is pending waiting for additional information.

To the Revdex.com of Metro Washington DC & Eastern Pennsylvania:We have reviewed the complaint submitted by [redacted] and would like to provide the following relevant details:Our policy for accounts that are more than seven days past due is to call the borrower daily until we are able to speak...

with the borrower. We followed this policy with [redacted] but were unsuccessful at reaching either him or [redacted].On February 21, 2017, [redacted] called to discuss his past due balance and at the same time, requested that we cease and desist from all contact and calls on his account. [redacted] was made aware at that time that by demanding a Cease and Desist on his account that we would no longer contact him via the telephone and could not speak to him regarding his account without him first verbally or in writing remove the C&D. This was noted on his account and no further calls were made to the [redacted].On August 9, 2017, [redacted] called to discuss his account and was informed that we were unable to speak to him unless he verbally agreed to remove the cease and desist. [redacted] would not agree and advised that he would be sending in his payments by mail.On August 15, 2017, we received a payment by mail on this account.In regards to [redacted]’s complaint and request, we are no longer calling him or [redacted] about his account and he is able to submit payments by mail, as evidenced by the payment received on August 15. We would be happy to work with [redacted] on a payment plan or loan modification, but our policies require that he remove the cease and desist on his account before we are able to speak with him about it.

While
we would have been happy to have had [redacted] as a customer, unfortunately
we were were not able to approve his credit application.   We cannot provide specifics
here due to customer privacy regulations and concerns, but we have reached out to [redacted]...

directly for any additional information he may be able to provide in support of his request.  Such information will be reviewed promptly on receipt.

This business has made it virtually impossible to contact a customer
service representative. When you call all you get is someone to take a
message and unless you are willing to sit by the phone all day you never
get to talk with a customer device representative. I've made 4 calls
today....

I did get 2 return calls on my answering machine but no way to
call back (no extension # directly to them) My last call I told them I
would be at home for 1/2 hr and gave my cell #. I waited about an hour
then had to leave. When I returned there was another message on my
machine from them but no call to my cell. I've had this loan since
10/2012 and my payments have been consistent. In January I got a notice
that my payment wasn't received only to find that their address had
changed. There is a small note on the bill to notify customers of the
change which I didn't see. My check was returned and sent and it was
late but if the address change been highlighted or made to stand out, I
would have noticed and changed it with my bill payer service. I made a
number of calls when the Jan. pay,meant wasn't received but was never
told I would be charged a late fee. If I must pay it I will, but my
complaint is about the lack of customer service. I'm retired, but had I
still been working I'd never be able to contact these people. This is
not customer service. The only people being served are the business
itself, by shielding itself from it's customers.We sincerely apologize for this inconvenience.  Since we were founded in 1947, excellence in customer service has been our primary focus. We were having phone system issues during this period which have since been resolved, but I am not sure why return calls were not made to your cell as you requested.  I will ask our customer service team to look into this immediately and hopefully be able to resolve the late charge issue.  Again, please accept our apologies.

Review: We applied for a [redacted] energy loan for work performed by a contractor listed in their circle. To qualify for the 4.9% loan all work is to be performed by someone in their circle. We are being denied because they are saying now that he is not in the circle for spray foam insulation and no where is it stated that he must be in a specific circle. His business comes up in the contractor circle search.Desired Settlement: That they would honor the 4.9% loan that we were approved for.

Business

Response:

[redacted]This issue relates to a financing program administered by AFC for an Illinois utility. Contractors who perform the work must be approved by both AFC and the utility.The contractor had been taken off the utility's approved list but we had not been notified.The utility approved an exception for the financing but not for any rebate (we do not administer the rebate program or have any involvement in that)We emailed the borrower on 10/3 advising them they would be approved for financing. We also emailed the contractor for the required information to complete the job.At this point the loan is pending waiting for additional information.