Amarillo

September 19, 2016 RevDex.com Serving New Jersey 1262 Whitehorse-Hamilton Square Road Building A, Suite 202 Hamilton, NJ 08690 Attn: [redacted] ***, Service Representative RE: Complaint [redacted] Ms. ***: Cross River Bank is in receipt of the correspondence to Cross River Bank by the above named consumer. As indicated in the Bank’s response dated September 8, 2016, Marlette, a Cross River Bank lending partner, received an application for a loan in the amount of $7,000 in the consumer’s name on August 1, 2016. The application was received through Marlette’s online marketing affiliate, [redacted] ***. The consumer’s application was declined for the following reason: Insufficient number of open accounts. When the consumer applied via [redacted] ***, his request for credit was denied because Marlette requires that borrowers have ten or more trade lines and the consumer only had seven. After applying for a [redacted] loan via the [redacted] website, which applies different underwriting criteria, the consumer was presented with several loan offers. As of September 13, 2016, the consumer had not accepted a loan. Marlette’s Operations Manager has been in contact with the consumer and has offered assistance in the event he has any questions regarding the loan acceptance process. Cross River Bank and Marlette are dedicated to excellent service and handle all complaints seriously. If there are further questions or concerns, we welcome you to contact us. Sincerely, [redacted] , Chief Compliance Officer ###-###-#### [redacted]

Please not that Cross River Bank is investigating this complaint. We will provide a response as soon as possible. thank you

Came here for lunch I am not sure how a place like this can even runI ordered a soda with no alcohol once I got my bill they charged dollars for a soda!!! I said something to the server and was told welcome to Miami ***! So to top all that off I give them my credit card he brings it back and they copy your card number all over so everyone now has your information

September 30, 2016Revdex.com Serving New Jersey1262 Whitehorse-Hamilton Square RoadBuilding A, Suite 202Hamilton, NJ 08690Attn: [redacted], Service RepresentativeRE: Complaint ID: [redacted]Dear Ms. C[redacted]Cross River Bank is in receipt of the inquiry made to the Revdex.com...

for the above referenced complaint regarding his experience with [redacted]. Please note that [redacted] accepts applications on behalf of Cross River Bank. The customer is alleging violation of the Fair Debt Collection Practices Act (“FDCPA”) and the Telecommunications Act, and is to be reimbursed of funds paid with an additional 10%, and the termination of two employees.According to [redacted]’s records, on 11/22/15, the customer purchased a Huawei phone on 11/22/15 with [redacted], and entered into a loan agreement. The customer’s ninth payment, due on 8/26/16, was missed due to his card being declined. He was sent reminders to pay by text message and e-mail. Please note that the [redacted] Terms of Service, Section 2.6. Communications & Notification, which the customer agreed to, states:“You understand and agree that [redacted] may, without further notice or warning and in our discretion, monitor or record telephone conversations you or anyone acting on your behalf has with [redacted] or its agents for quality control and training purposes or for its own protection. You acknowledge and understand that, while your communications with [redacted] may be overheard, monitored, or recorded without further notice or warning, not all telephone lines or calls may be recorded by [redacted], and [redacted] does not guarantee that recordings of any particular telephone calls will be retained or retrievable.”The customer ceased making payments in September 2016 and as of 9/29/16, has not made a payment for a payment due on 9/22/16.In the first call, although the agent identified himself as working for [redacted] twice, the customer would not identify himself and told the customer service agent that he was not the customer. The customer asked why the agent was calling however, the FDCPA/privacy laws do not allow the agent to discuss the customer’s account with someone who has not identified himself. The agent simply requested the person on the line to provide the customer with a message to please call [redacted]. The alleged third party stated the phone number belongs to him however the customer borrowers his phone.In the second call, the agent stated they are calling from [redacted], and requested the other party’s identity. At first, the party would not identify himself yet eventually provided his name. Then, the agent requested date of birth and e-mail address however the party refused to give his full DOB, only the year and the month. Then, after back and forth where the agent kept politely explaining to the customer she needed his full DOB and e-mail address to proceed, the customer stated the day was “12 + 1”, and then hung up. It appears this was the same voice as the individual on the first call, who verified his name matched the customer’s on the second call but stated it was not his name on the first call.[redacted] T [redacted] F [redacted] requested information to verify the other party is the customer on the account. At the start of the call, the agent advised they are calling on behalf of [redacted]. Before [redacted] discusses any account details after initial contact, [redacted] verifies the caller's full name, full date of birth, and their e-mail address on file. If this information can’t be verified, then they are unable to proceed and the caller must provide the information, or call back. [redacted] acted appropriately by not providing information on the customer’s account to someone who would not identify himself. This is to protect its customers from identity theft and other crimes.Cross River Bank and [redacted] are dedicated to excellent service and handle all complaints seriously. If there are further questions or concerns, we welcome you to contact us.Sincerely,[redacted], Chief Compliance Officer###-###-####[redacted]

Cross River Bank [redacted]   February 13, 2018   Revdex.com Serving New Jersey 1262...

Whitehorse-Hamilton Square Road Building A, Suite 202 Hamilton, NJ 08690 Attn:  [redacted], Service Representative   Complaint ID: [redacted] Ms. [redacted]: Cross River Bank is in receipt of the complainant’s complaint regarding Affirm’s refund policy for the Affirm Virtual Card service. Please note that Affirm accepts applications on behalf of Cross River Bank and Cross River Bank is the lender of record. On January 12, 2018, the consumer obtained an Affirm Virtual Card. On January 16, 2018, the Affirm Virtual Card funds were used to complete an online purchase. On January 22, 2018, the merchant initiated a full refund to the consumer’s purchase. Affirm’s Virtual Card refund policy states that refunds are generally not reflected on the account until a minimum of 21 days from the date of purchase.  Please refer to Affirm’s refund policy stated in its FAQs titled “What if I don’t use the entire amount of the virtual card?”: [redacted]   On January 25, 2018, the consumer called Affirm to inquire why the refund had not been processed on his Affirm account. An Affirm agent stated that the refund was issued by the merchant on January 22, 2018 yet erroneously stated that refunds could take up to 3-5 business days to process.  On January 31, 2018, the consumer called Affirm to request that the refund be applied immediately to the account based on the timeframe, 3-5 business days, he was given on the prior call. On this call, the Affirm agent correctly informed the consumer that it takes a minimum of 21 days after the initial authorization date for the Virtual Card for refunds to be processed. This call was escalated to a supervisor, who also reiterated that the refund would be posted to his Affirm account in the 21-day timeframe.  In the complaint, the complainant referenced a prior refund for a different loan taking less time.  During this call, the supervisor confirmed the correct time-period for the refund, 21 days from the date the merchant authorized the funds.  For this loan, the merchant initiated the authorization on January 12, 2018 (purchase date) and thus, the refund would be completed within 21 days of that date.  For the other loan referenced by the complainant, the merchant authorized the funds on January 2, 2018 (purchase date).      The consumer was also advised that if the refund was not reflected on his Affirm account by February 3, 2018, then he should contact Affirm for correction.  Since the prior agent provided the incorrect timeline, the consumer requested that his complaint be escalated to have funds returned. The supervisor confirmed that the issue would be escalated and to allow for 3-5 business days for a follow-up response. Unfortunately, the supervisor failed to escalate the complaint internally. On February 2, 2018, Affirm completed the refund to the consumer’s account. We apologize for the incorrect information provided and the failure to escalate his complaint.  Please note that Affirm will be enhancing its customer service training, has taken measures to address the issues identified, and apologizes for the inconvenience experienced by the consumer. Cross River Bank and Affirm are dedicated to excellent service and handle all complaints seriously. If there are further questions or concerns, we welcome you to contact us.

Complaint: [redacted]
I am rejecting this response because: There reason for denial does not make any sense. If people have too many open accounts they get disapproved and now the bank is saying I don't have sufficient amount of accounts. I have several open accounts, [redacted] and [redacted]. My credit scores are 795, 816 and 818 and my credit is excellent. They just made up an excuse because they did not want to give me the loan. If their denial effected my credit score the bank needs to correct it.  
Regards,
[redacted]

September 19, 2016   Revdex.com Serving New Jersey                                         ...⇄ 1262 Whitehorse-Hamilton Square Road                                      ...⇄ Building A, Suite 202                                      �...⇄ Hamilton, NJ 08690 Attn: [redacted], Service Representative   RE:       Complaint [redacted]   Ms. [redacted]:   Cross River Bank is in receipt of the correspondence to Cross River Bank by the above named consumer.    As indicated in the Bank’s response dated September 8, 2016, Marlette, a Cross River Bank lending partner, received an application for a loan in the amount of $7,000 in the consumer’s name on August 1, 2016. The application was received through Marlette’s online marketing affiliate, [redacted]. The consumer’s application was declined for the following reason: Insufficient number of open accounts. When the consumer applied via [redacted], his request for credit was denied because Marlette requires that borrowers have ten or more trade lines and the consumer only had seven.   After applying for a [redacted] loan via the [redacted] website, which applies different underwriting criteria, the consumer was presented with several loan offers. As of September 13, 2016, the consumer had not accepted a loan. Marlette’s Operations Manager has been in contact with the consumer and has offered assistance in the event he has any questions regarding the loan acceptance process.     Cross River Bank and Marlette are dedicated to excellent service and handle all complaints seriously. If there are further questions or concerns, we welcome you to contact us.     Sincerely,     [redacted], Chief Compliance Officer ###-###-#### [redacted]

September 8, 2016   Revdex.com Serving New Jersey...

                                        ...⇄ 1262 Whitehorse-Hamilton Square Road                                      ...⇄ Building A, Suite 202                                      �...⇄ Hamilton, NJ 08690 Attn: [redacted], Service Representative   RE:       Complaint of [redacted]             Ref. No.:  [redacted]    Ms. [redacted]:   Cross River Bank is in receipt of the correspondence to Cross River Bank by the above named consumer.    Marlette, a Cross River Bank lending partner, received an application for a loan in the amount of $7,000 in Mr. [redacted] name on August 1, 2016. The application was received through Marlette’s online marketing affiliate, [redacted]. Mr. [redacted] application was declined for the following reason: Insufficient number of open accounts.  Please note that as explained in the adverse action notice, checking the rate had no impact on Mr. [redacted] credit score.    Marlette confirmed that there was no error in the decision process based on the credit report used to evaluate his application. In an effort to address Mr. [redacted] concerns, Marlette spoke with him several times between August 31, 2016 and September 6, 2016. During these conversations Mr. [redacted] expressed an interest in submitting an application directly via the [redacted] website (rather than through [redacted]), and advised that he would likely do so on September 7, 2016.      Cross River Bank and Marlette are dedicated to excellent service and handle all complaints seriously. If there are further questions or concerns, we welcome you to contact us.     Sincerely,     [redacted] Chief Compliance Officer ###-###-####