Balboa Thrift and Loan Association

I would like to know why they wont even help with refinancing loan into just one of the peoples names. Or a settlement.
I went in on a car with a now ex (I know bad move). I have tried to call the office in regard to getting payoff amount. Or if we could refinance into just onr of the peoples names.
Or I even offered turning in the car. Or a settlement. The person who the car was for found out he has epilepsy and lic was pulled car just sits and he can't work.
This company or whoever they have answering phone has not been helpful at all. I norm call just asking questions. Payments r made on time so far. But all I need is me off.

Review: Balboa thrift and loan has been attempting to contact me in regards to my car loan through them. They have harassed me and a close friend who was in the hospital when they contacted him. The manner in which the representative spoke to him on the phone cause my friend stress, he went into heart failure. I do not know how they got his number nor does my friend. Balboa thrift and loan knows that I have health issues and a limited income. My car payments are late but they get them plus the added fees they add on. I want the harassing. Tactics to stop! Thank you for any help with this matter.Desired Settlement: I would like them to stop the harassing tactics when they know my circumstances. That my payments are late but they get them. To have them call my place of business and friend is unprofessional, and ethically wrong. If I could get away from them I would.

Business

Response:

The following attachment is Balboa Thrift and Loan's response to Revdex.com complaint#[redacted].

March 10, 2014

Review: [redacted]

Dear Ms. [redacted],

We have received your complaint from the Revdex.com (“Revdex.com”) filed by you, Ms. [redacted] M [redacted]. We do appreciate your efforts in keeping Balboa Thrift and Loan informed regarding your current situation and the difficult times that have fallen upon you. As I read through your complaint I became concerned with the way the situation was handled.

First of all I would like to apologize on behalf of Balboa for any improper behavior you and your friend were addressed with. Balboa does not encourage nor support any form of harassment type of conduct. Balboa is a professional company with a trained staff. Secondly, in order to get a clear assessment of your situation I researched your account with the collection manager Mr. [redacted] and discussed your circumstance in detail. We do value your comments and take them seriously. Furthermore, this does not justify any inappropriate behavior that you were addressed with.

To ensure that this does not happen again your account has been assigned to Mr. [redacted], collection manager. We will no longer contact your friend or you at your place of business as requested by you in your complaint letter.

At this time I would truly like to apologize for any inconvenience this may have caused you, and I would like to ensure that you will not be contacted again regarding your account with Balboa Thrift and Loan. I would like to “thank you” for addressing this issue with us and giving Balboa the opportunity to respond to you. Should you happen to have any additional questions please do not hesitate to contact me.

Sincerely,

Compliance Officer

Consumer

Response:

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,

Review: 04/15/2014 THIS LETTER IS TO FILE A COMPLAINT WITH BALBOA THRIFT AND LOANS UNDER THE FAIR DEBT COLLECTION PRACTICES ACT 804. Acquisition of location information [15 USC 1692b] A DEBT COLLECTOR MAY NOT DISCUSS YOUR DEBTS WITH ANYONE OTHER THAN YOU OR YOUR ATTORNEY. A COLLECTOR COULD CONTACT YOUR FRIENDS OR FAMILY TO TRY AND FIND OUT YOUR WHEREABOUTS AND HOW TO CONTACT YOU BUT A COLLECTOR MAY NOT DISCLOSURE THE FACT THAT YOU OWE MONEY. 805. Communication in connection with debt collection [15 USC 1692c] at any unusual time or place or a time or place known or which should be known to be inconvenient to the consumer. In the absence of knowledge of circumstances to the contrary, a debt collector shall assume that the convenient time for communicating with a consumer is after 8 o'clock antemeridian and before 9 o'clock postmeridian, local time at the consumer's location; CALIFORNIA CIVIL CODE'S SECTION 1800-1802 WRONGFUL REPOSSESSION ACCOUNT WAS CURRENT AND DELINQUENT PAYMENT WAS PAID WHEN CAR WAS REPOSSESSED. Yes I was 60 days behind on my car payment. Balboa thrift and loans made several attempts calling my employer even after the fact of being advised to not call my employer again. my manager finally advised balboa thrift and loan that a complaint would be filed against them if all calls here not ceased. They proceeded by making contact with my sister. I didn't want my sister to know anything in regards to my financial situation. However they took it upon themselves to disclose my delinquent information along with letting her know that "they'll be forced to take extreme measures, they need the car back or payment" My ex-husband agreed to help me make full payment of $800.00. He called in payment but was then advised that he couldn't make payment without my authorization, however he was advised on other options.Payment was made same day 04/03/14 and cleared on 04/04/14. On 04/07/14 at 2:00am my car was repossessed.Desired Settlement: At this point all Im requesting for is to have my vehicle released and to have my contract reinstated. I have a daughter; 24 weeks pregnant with a high risk pregnancy and had to take her to emergency room in a taxi two days after this incident.I've been forced to rent a vehicle to attend a funeral in Arizona.causing me extra expenses.I have all rental documentation and requesting balboa thrift and loan to reimburse expenses.

Business

Response:

May 7, 2014

Review: [redacted]

Dear Ms. [redacted],

We have received your complaint from the Revdex.com (“Revdex.com”) filed by you, Ms. [redacted] and do appreciate your efforts in keeping Balboa Thrift and Loan informed regarding your current situation.

I would like to begin with stating that Balboa does not encourage nor support any form of harassment type of conduct. Furthermore, Balboa pursues strict adherence to the Fair Debt Collection Practices Act (“FDCPA”) with their employees and a thorough review of your file does not indicate any violations. Balboa will review any inappropriate activity and follow continued compliance of the FDCPA. It was discovered that due to the delinquent status of your account Balboa, on numerous occasions, did attempt to make contact with you but was unsuccessful. As your account became seriously delinquent and Balboa staff was unable to communicate with you, to discuss options of the pending situation, further steps were taken to contact your sister regarding your home address and phone number. Ms. [redacted], I assure you that at no time during the conversation did the staff member disclose any information regarding the pending matter. We also communicated with your employer but have since ceased all contact as requested by you. In reference to the $800.00 payment that was made on 4/3/2014, we did confirm that authorization of the payment was revoked the evening of 4/3/2014. This caused your account to remain in a delinquent status. Ms. [redacted] we do value your comments and take them seriously.

As of 5/7/2014 Balboa was informed that you have obtained counsel. Balboa will cease all contact with you, Ms. [redacted]. If you would like to discuss reinstatement of your contract please have your legal counsel contact Mr. [redacted].

At this time I would truly like to apologize for any inconvenience this may have caused, and I would like to ensure that you will not be contacted directly regarding your account with Balboa Thrift and Loan. I would like to “thank you” for addressing this issue with us and giving Balboa the opportunity to respond. Should you have any questions [redacted] can be contacted at 1-[redacted].

Sincerely,

Balboa Thrift and Loan

Review: Balboa Thrift and Loan have conducted themselves in a very inappropriate way by continuing to call and harass me regarding repairs that are currently pending on my vehicle. They have also harassed my insurance company, Progressive Direct, and are quite rude and inappropriate on the telephone.

I am under the opinion that these individuals are very shark-like, continuing to call and harass me about 'their vehicle'; I've asked them to discontinue calling me and they have not.Desired Settlement: I would like Balboa Thrift and Loan to never call me again unless it is in regards to a late or overdue payment. I expect a full apology, and do not understand why they've been so rude and disrespectful.

Business

Response:

October 28, 2014

Review: [redacted]

Dear Mr. [redacted],

We have received your complaint from the Revdex.com filed by you, Mr. [redacted], and have reviewed the issues relating to Balboa Thrift and Loan. We appreciate your effort in keeping Balboa informed regarding damage due to an accident to the 2014 Hyundai Veloster on 4/2014.

First, of all I would like to apologize for any unprofessional behavior you were addressed with. Balboa does not promote nor support this type of conduct to you nor to any of our customers. We are a professional company with a professional staff. Secondly, in order to get a clear assessment of the situation I spoke with the supervisor and manager and discussed the situation regarding your account in detail.

In references to the insurance claim of the vehicle, you did inform Balboa on 6/27/2014 that the vehicle was involved in an accident. Although you did inform the bank regarding your deductible that was paid we do have an obligation to protect the collateral. As Lien holders it is common practice for the bank to contact the insurance company and the customer for follow through so that the collateral is repaired. I do apologize if this may have caused you any inconvenience. Also, when an account is in a delinquent status it is also the banks practice to contact the customer in order to resolve any pending issues regarding the account.

At this time I would truly like to apologize for any problems this may have created for you assure you that you will not be contacted directly regarding your account with Balboa Thrift and Loan. I would like to “thank you” for addressing this issue with us and giving Balboa the opportunity to respond. Should you have any questions, [redacted] can be contacted at 1-800- 397-7700.

Sincerely,

Balboa Thrift and Loan

Review: On 6/2/2014 at 1:14 PM. I called Balboa Thrift and Loan to talk an associate about making a payment arrangement. I knew the person I wanted to talk to so I left a message for [redacted]. I revived a call at 4:25 PM on 6/2/2014 from a women from Balboa Thrift and Loan. After confirming who I was with the caller, I Began to inform her why I am sending a payment on the 11th Via mail. The women said that the only way that I send the payment is if they have a check on file for the date that I would want the check to post, she then informed me that the loan goes into collections in 6 days from missing a payment. I said that is fine, if you do not charge me the fee to do that or I will just mail it in. She then told me that I can not make polices and that I have this loan with them because I have bad credit. She then asked me to state why I am declining to making at payment. At this point I was shocked and I had asked to talk to her supervisor. She put me on hold for less then a min and then told me that no one was available. Then asked me again why I declined in making a payment arrangement. I told her to have someone else call me and hung up the phone.Desired Settlement: The ability to make a payment with out being charged a $9 fee . The $9 fee is unavoidable if you call, pay with "gold phone" or the horribly outdated web site . This is why I mail my payments so that I only pay a postage fee. I also should not be discriminated because I have or had a bad credit score. Change the policy when they do not try and pull a scare tactic by saying your account is in collections after 6 days after missing a payment, Honestly I do not even think that is legal. I also would like someone to review that call I had received and hear how miss treated I was.

Business

Response:

Dear Mr. [redacted],

We have received your complaint from the Revdex.com (“Revdex.com”) filed by you, Mr. [redacted]. Your efforts in keeping Balboa Thrift and Loan informed regarding your current situation is appreciated. Reading through your letter I became concerned with the how the situation was handled.

First of all I would like to apologize on behalf of Balboa for any inappropriate behavior you were addressed with. Balboa does not encourage nor support any form of harassment type of conduct. Balboa is a professional company with a trained staff. Secondly, in order to get a clear assessment of your situation I researched your account with the collection manager Mr. [redacted] and discussed your circumstance in detail. Balboa does maintain a collection division. Accounts are collected upon if payment is not received. In regards to postdated checks, Balboa does accept and process postdated checks in the following formats; online through the Balboa website for a nine dollar fee and also by walking or mailing, without a fee, a postdated check to one of the banks four locations. I would also like to inform you that Balboa’s website is currently in the process of being updating. I am sorry that a supervisor was unavailable at the time of your request. Balboa’s protocol when a consumer requests to speak to a supervisor or manager is as follows; if they are available you are transferred immediately and if they are unavailable your call is to be directed to the supervisor’s/manager’s voicemail. We do value your comments and take them seriously. Furthermore, this does not justify any inappropriate behavior that you were addressed with.

At this time I would truly like to apologize for any inconvenience this may have caused. I would like to “thank you” for addressing this issue with us and giving Balboa the opportunity to respond to you. Should you happen to have any additional questions please do not hesitate to contact me.

Sincerely,

Compliance Officer

Review: I purchased a 350 Z in 2006 and Balboa Thrift and Loan was the lender. Due to financial reversals many experienced, I eventually had to turn the car in. Later, I began to get unpaid ticket notices and notices from the State Franchise Tax Board about unpaid registration. As it turned out hey admitted that when the car was transferred and apparently sold at auction. they failed to transfer the registration. So, I remained the registered owner. Just today, I notice my bank was dinged for $816.00 for a legal attachment. This is the Franchise Tax board against grabbing my money for a car I haven't owned in many years. It is not only the money, but me remaining at the registered owner exposes me to great personal risk if, for example, the car is involved in a crime or hit and run. despite multiple contacts with these, I remain as the registered owner and are subject to these takings of money.Desired Settlement: I want the registration fee taken from my bank account paid to me and I want them to do whatever paperwork is need to remove me as the registered owner as this is their error and their responsibility. thank you for any help you can provide me. this is frustrating and these people don't care whatsoever about the consequences.

Business

Response:

September 16, 2014

Review:

Dear

Mr. [redacted],

We

have received your complaint from the Revdex.com (“Revdex.com”) filed by

you, Mr. [redacted] Harber. We do

appreciate your efforts in keeping Balboa Thrift and Loan informed regarding

the tickets and the State Franchise Tax Board Notices. Balboa will make every effort to resolve this

as soon as possible.

First of all I would like to apologize on

behalf of Balboa for any inconvenience that this situation may have

caused. Secondly, after researching the circumstances

surrounding your situation we discovered that the processing of the change of

ownership of the, Nissan 350Z, to the Department of Motor Vehicles (“DMV”) was

not processed. Balboa will be reimbursing

you for a total of $1,316.00 ($816.00 to reimburse the funds that were

withdrawn from your account and an additional $500 for any unpaid parking

tickets).

At this time Balboa Thrift and Loan would

like to “thank you” for addressing this issue with us and giving Balboa the

opportunity to respond to you. Should you happen to have any additional

questions please do not hesitate to contact us.

Sincerely,

Balboa

Thrift and Loan

619-397-7700

This bank is absolutely horrible!! Everybody is nothing but rude!! They have their information wrong on my loan 95% of the time. I emailed my bank rep for my loan and she was nothing but rude and unwilling to help!!

Review: Hello,I am very upset with the way I have been treated by Balboa Thrift and Loan. I purchased my car in 2010. I recently fell upon hard time and was going to be late on my payment by 2 weeks. I called to notify Balboa that I would be making the payment two weeks from the day my payment was due. I was told VERY rudely that they cannot wait that long and that they will be sending out the letter for repo because it was over 30 days past due. I was very worried and stressed out at that point. I was told that I needed to get a paycheck loan and get it paid NOW. I felt obligated to do so because I assumed that they would repo my car... After looking into what I was told. I realized that I would not be past 30 days over due. I called and spoke with my account manager, Who told me that the only way I could avoid this letter going out was to pay in full my payment and past due amount. I told them I could not afford that amount but I could make the payment amount at the time I stated. This began a long conversation about the Late fee's needing to be paid at the time of the payment. I was original told in the past that I did not have to pay my late fees all at once and that I could pay a little each month to slowly get them paid off. This time it was a whole other story. I was told they had to be paid NOW. I didn't understand why I was told two separate thing by the same company. I asked why I had not been notified about this change.I was rudely yelled at and told that they do not need to notify me. I need to read my bill each month and pay what is in the total box. I could hardly get a word in to discuss this with my account manager. It became a screaming match and absolutely ridiculous. I did not want to continue the conversation with the manager of my account at that time because I felt very uncomfortable with her tone and the way she was talking to me. I simply asked to speak with her manager. I was put on hold for about 5 min, then was told HE REFUSES TO TAKE MY CALL.I was called non stop each dayDesired Settlement: about my payment and when they would get it. I called to notify them agian of the date and they continued to harass me about making the payment. This is ridiculous and I wish I could change car loan companies. I would like this company looked at in full. I have been doing research since this situation accrued and I feel like this is not the 1st time this has happened. This seems to be going on a lot with their customers.

Business

Response:

May 6, 2013

Courtney

[redacted].

Ontario,

CA 91762

Dear

Ms. [redacted],

We

have received your complaint from the Revdex.com filed by you, Ms. Courtney

[redacted], and have reviewed the issues relating to Balboa Thrift and

Loan. We appreciate your effort in

keeping Balboa informed regarding the hard times you have fell upon. As I read your complaint I became troubled at

the way the situation was handled by our Balboa staff member.

First of all I would like to apologize

for the unprofessional behavior you were addressed with. Balboa does not promote nor support this type

of conduct to you nor to any other customer.

We are a professional company with a professional staff. Secondly, in order to get a clear assessment

of the conversation that took place with you and your account manager I sat

down with both your account manager and her manager Mr. [redacted] and discussed your

claim in detail. Regarding the fee’s on

your account unfortunately, fees are accumulated to the account and will

continue to appear on the statements until they are paid. The late fees do not have to be paid to bring

your account current but they do have to be satisfied at the maturity of your

loan. This does not justify your account manager’s

behavior nor does Balboa condone it. In addition to speaking with your account

manager we made her fully aware of your letter to the Revdex.com as well as the statements

made in your letter. I would also like

you to know that your letter will be a permanent part of her side file and will

be added to her annual review. To ensure

that this does not happen again; monitoring on her calls by Mr. [redacted] and

her supervisor [redacted] will be applied.

In reference to being contacted by her

we have assigned your account to another account manager. Also, to relinquish the loan with Balboa

Thrift and Loan you will need to satisfy the current note you have with us.

At this time I would truly like to

apologize for any inconvenience this may have created for you, and I would like

to ensure that your account manager will not contact you again regarding your

account with Balboa Thrift and Loan. I

would like to “thank you” for addressing this issue with Balboa and giving

Balboa the opportunity to respond to you. Should you happen to have any

additional questions please do not hesitate to contact me.

Sincerely, [redacted]

Compliance

Officer

(619)397-7708

They are abusive, condescending and insulting on the phone. If you have a problem or an issue, that makes you pay late, they call everyone of the references you listed on your application. They leave mail publicly after 30 days being late on your property and neighbors.

DONT GET A LOAN FROM THESE PEOPLE

Finally I called to make another payment and recorded it. I asked for permission and recorded them giving me a hard time about making a payment 35 days late. The original person refusing to take my payment agreed to let me record her. She then shuffled me to another person, Mr. [redacted] who was insulting in tone and attitude, unprofessional and rude and would speak over me, fast and angry. When I advised him I had obtained permission to record the conversation and I would appreciate it he changed his tone, he said he refuses to give me permission to record it. He continued his rude, insulting, condescending, UNPROFESSIONAL manner. I again advised him he is being recorded because he was stating he was recording in my records things I was not saying.

I am posting our unpleasant exchange on youtube and sending it to the media.

I am not a disatisfied customer, I am simply stating how abusive they are of the consumer laws which protect us. I have requested an accounting and a complete set of all documents related to my account (sumbitted both in writing an requested in our conversation) to which he stated he would only provide them to a court and I will NOT be getting them.

Review: I bought a car few years ago. Until the last two months, my payment was never more than 30 days late. Maybe a week depending on paydays would fall. Unfortunately, these last two months we have had financial issues. My husband lost his job and we had to relocate across the country for a new job opportunity for him; because of this move, we have been struggling to make all the bills. My account manager is a very unpleasant person who is not helpful in the least. She calls several times a day but does not leave a message. I went online and made a post-dated payment for my next payday. I even added a hundred dollars extra toward late feels. When she continued to call my references, I called Balboa to give them the confirmation number for the payment. I was transferred to [redacted] who said he was a manager and was looking at my account. When he asked what had happened to make the payment late I explained to him that it was late because we had fallen behind but I had set up a payment. The payment was posted a week out which is my next payday. He said that unless I explained my entire financial situation to him there was no way that he could help me. I told him about the move and we had fallen behind. Still he could not help me unless I told him exactly where all my money was spent for the month. When I told him I would not do that, he informed me he had gone ahead and CANCELLED my online payment. Said it was not good enough. I have never dealt with so many horrid people as I have with this company.Desired Settlement: I would like to have my payment accepted. I want a phone call from [redacted]'s boss explaining why [redacted] felt that it was not good enough to make the payment plus some. Most importantly I want a different account rep.

Business

Response:

Balboa Thrift and Loan responce to complaint#9680826

September 3, 2013

[redacted] Grand Forrest Lane Saint Paul,

MN 55129

Dear Mrs. [redacted],

We have received your complaint from the Revdex.com filed by you, Mrs. [redacted], and have reviewed the issues relating to Balboa Thrift and Loan. We appreciate your effort in keeping Balboa informed regarding your financial status and your reestablishment to another state. As I read your complaint I became troubled at the way the situation was handled by our Balboa staff members.

First of all I would like to apologize for the unprofessional behavior you were addressed with. Balboa does not promote nor support this type of conduct to you nor to any of our customers. We are a professional company with a professional staff. Secondly, in order to get a clear assessment of the situation I spoke with both your account manager, [redacted] and her direct supervisor [redacted] and discussed your situation in detail. In speaking [redacted] we made her fully aware of your letter to the Revdex.com as well as the statements made in your letter.

In references to the cancellation of your postdated payment, our records indicate that your it would have made your account 45 days past due. Due to the burdensome circumstances [redacted] thought it would be best to offer you an extension, which would reduce your payment and have it processed sooner to avoid making your account any further past due. Although, [redacted] offered the extension, in this case the extension was an exception to policy and required approval from the department manager, [redacted] It is standard practice for the supervisor to access your financial situation so that we may better assist you in determining whether or not the extension would provide temporary relief of your situation or not. [redacted] did speak to your husband, [redacted], who is also on the account, and he did agree with this arrangement.

In regards to your account we have assigned another Balboa staff member to the future handling of your account and you will no longer be contacted by [redacted].

At this time I would truly like to apologize for any inconvenience this may have created for you, and I would like to ensure you once again that [redacted] will not contact you again regarding your account with Balboa Thrift and Loan. I would like to “thank you” for addressing this issue with Balboa and giving Balboa the opportunity to respond to you. Should you happen to have any additional questions please do not hesitate to contact me.

Review: I am writing you today in regards to an automobile loan that was opened with your institution in March of 2009. The loan account number is [redacted]. I sent an email to [redacted] ([redacted]) on March 3rd but have received no response so I am reaching out to the Revdex.com for assistance.

Shortly after I opened the account, the physician I worked for left the country. However, I was receiving unemployment benefits and continued paying the account every month. I am still unemployed and after recently being denied a position and pulling a copy of my credit report I have discovered there are 2 accounts being reported with late payments stating "closed due to refinance". I only had one account, it was not paid late and it was never refinanced. Yes at times I might have had to wait a few days as I went through several tiers of unemployment benefits, but I always made arrangements ahead of time. I did contact Balboa in June of last year for a refinance, however, rather than refinancing as the payments were not significantly low enough to help my situation, I went ahead and paid off the account. It seems as if there are several errors being reported for this loan.

Additionally, in the original paperwork for the refinance there was a disclosure stating a refund of $500 for the GAP policy that would be paid to Balboa upon refinance. However, since I did not proceed with the refinance but rather paid off the loan early, that $500 payment should have been sent directly to me. Customer service stated I had to contact the dealer, but I have, and the dealer stated if Balboa already received the refund there was nothing they could do.

The incorrect late payments as well as the duplicate account need to be removed from the credit bureaus and the $500 GAP refund they received needs to be sent to me.Desired Settlement: I would like the payment Balboa received for cancelling the GAP policy refunded to me as the loan was not refinanced and was paid off. I would also like them to provide an itemized accounting of all payments as they are reporting late payments incorrectly and/or remove the account from the credit bureaus. They also need to remove the comments stating "closed due to refinance" and show paid in full.

Business

Response:

April 27,

2015[redacted]Dear [redacted], We have received your complaint from the RevDex.com filed by you, [redacted], and

have reviewed the issues relating to Balboa Thrift and Loan. Thank you for notifying us of your complaint.

We strive to provide you with the best possible service, and when you feel that

it fails to meet your expectations, it’s important for us to know. We do appreciate your effort in keeping Balboa informed

regarding your employment situation. This enabled us to work with you. In reference to your accounts a thorough review

was done in order to attain a clear assessment of the situation. You originally

opened an account with us on March 29, 2009, however, in an effort to

accommodate your situation; on July 3, 2014 Balboa did refinance your vehicle and

lowered your interest rate by ten percent, with your approval. This resulted in the two accounts reporting

to the credit agencies. At this time the

GAP insurance that was provided to you, from the dealership at the time of the

opening of the original contract, had expired.

Your Gap insurance was opened on March 9, 2009. The policy was for a 60 month term (5 years),

with an expiration date of March 29, 2014.Therefore, a refund was not

issued. In a continuing effort to assist

you we agreed to close the account for a reduced amount. On July 3, 2014 your loan was closed. Also, in reviewing your account I did find thirty day marks

stemming back to 2009. However, the

delinquency cannot be deleted. Under the

Fair Credit Reporting Act all lending institutions are to provide complete and

accurate reporting of credit transactions.

While we cannot delete those marks, you can add a statement to your

credit report. To do so you will need to

contact the credit reporting agencies. [redacted], we are truly

sorry for any inconvenience this may have created for you. I would like to thank you for addressing this

issue with Balboa and giving us the opportunity to respond to you. Your patronage is important to us, and we

hope that you will continue to give us opportunities to serve you.If you have any other concerns or would like to request

documentation regarding your accounts please contact me at [redacted]. Thank you again for bringing these matters to our attentionSincerely,[redacted]Compliance Officer