Thank you for giving us the opportunity to address your issue regarding a missing payment through the Revdex.com complaint process. We hope the following information and explanation will answer the issue in your complaint.
We are sorry to hear the payment you made on July 6,...
2014 was not initially posted to your account. Unfortunately we were unable to locate the missing payment using the information you submitted to us on August 5, 2014. Our records indicate that we received a written statement from you about the missing payment; however, we did not receive additional documentation with proof of the payment processing as stated in your letter.
Western Union contacted us August 11, 2014 and stated they located the missing payment. Western Union confirmed the payment was not sent to us because the wrong code city and state was used when the payment was requested through your on line banking with [redacted]. They advised they will be recoding the payment, and that the process can take 24-48 hours before the payment is issued to us.
In light of the circumstances, we have removed the 30 day delinquency that was reported for the payment due July 4, 2014 and removed the late charge. We are sending an update to Equifax, Experian, Innovis and TransUnion to clear the delinquency from your file. Although it may occur sooner, please allow approximately 30 to 60 days for all of the credit reporting agencies to change the information on their systems.
Mr. H[redacted], we sincerely apologize for the frustration you experienced working with BMW Financial Services to resolve your payment issue. Additionally, we appreciate you taking the time to provide us feedback regarding your experience.
We are committed to providing you with the highest level of service. If you have any questions, please contact me, Brandon K[redacted] at (800) [redacted], Monday through Friday, from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on this letter.
Thank you for giving us another opportunity to respond to your concerns regarding the way we are reporting your account to the credit reporting agencies, through the Revdex.com complaint process. We hope the following information and explanation fully resolves this issue.
In your correspondence you expressed you do not agree with the way we are reporting your account because you have paid as agreed and are still paying on the account. Alphera Financial Services is committed to reporting accurate information to the credit reporting. Again, we verified we are reporting that zero payments were received 30 or more days past due, prior to the total loss of your vehicle.
As you are aware, following the total loss of your vehicle, the payoff we received from your insurance company, [redacted], in the amount of $13,834.26, did not satisfy your account balance in full. Accordingly, [redacted] Financial Services has reported to the credit reporting agencies that this account has been transferred to our Recovery section, as well as assigned to internal or external collections.
Each month we are sending an automatic update to the credit reporting agencies, which reflects your current account balance. As of the date of this letter, your account balance is $1,463.88. Upon receipt of your payment in full, we will update our reporting of your account to reflect that your account is paid in full.
[redacted] furnishes account data to the credit bureaus in compliance with the Fair Credit Reporting Act (FCRA). The FCRA requires that the information provided by [redacted] be accurate. Accordingly, [redacted] does not instruct the credit bureaus to change the way we are reporting an account unless our reporting of that information is inaccurate. In this case, the data [redacted] furnished to the credit bureaus is accurate.
Although we empathize with your situation, as a financial services provider we are required to report payment histories pursuant to established guidelines and therefore, are restricted from changing any information we have correctly reported. We have made the decision to report to the credit bureaus and must report all of our customers based upon the same criteria to maintain the accuracy and integrity of our reporting. Because we have no evidence indicating that our reporting is not accurate, we are unable to accommodate your request to alter the information we are reporting.
If you have any questions, please contact a Customer Service Advocate at (866) [redacted], Monday through Friday, from 9:00 a.m. to 9:00 p.m. ET, or by mail at either address listed on this letter.
Thank you for giving us this opportunity to address your issue regarding your deficiency balance on your account through the Revdex.com complaint process. We understand from your complaint that you feel you received different information regarding the payment arrangements established on...
your account each time you contact our office. We apologize for any conflicting information you received, and hope the following information and explanation will answer any outstanding questions you may have regarding your account balance or payment arrangements.
Our records indicate that on February 21, 2014 you contacted our office to confirm you received the insurance deficiency letter we issued to you on February 3, 2014. At that time we notified you that we received payment in the amount of $13,834.26 from Safeway Insurance. This amount was applied towards the satisfaction of your account balance after the total loss of your vehicle. These funds reduced the account balance from $20,398.14 to $6,563.88. At this time you also indicated that we should receive a payment for approximately $1,800.00 from the cancellation of your third party maintenance agreement. Additionally, you provided authorization to discuss the account with Mr. [redacted]. During this conversation, both you and Mr. [redacted] were advised that while a payment could be applied at any time, it was not necessary on that day.
We later received a letter from you dated February 23, 2014, requesting that we settle the account for a single payment of $2,000.00. As indicated in our response dated March 14, 2014, this offer was not sufficient to close your account. We also noted in our response that we may still receive funds from your cancelled maintenance plan, and directed you to follow up with AutoNation Nissan Tempe regarding the status of the refund. On April 16, 2014 we received the refund associated with your cancelled maintenance agreement in the amount of $1,950.00; which reduced your account balance to $4,613.88. We have enclosed a copy of your letter and our response for your records.
On May 7, 2014 both you and [redacted] from [redacted] contacted our office to discuss the account balance. At that time we confirmed the remaining balance due was $4,613.88. You were advised that the entire balance would need to be paid; however, as a courtesy Alphera Financial Services was willing to discuss establishing a payment plan to allow for payment in full over several monthly payments. At that time you advised you were only able to commit to making a single payment of $1,000.00 by May 16, 2014. We agreed to document your commitment for this payment and advised you that it was necessary to establish additional payment arrangements by May 16, 2014.
As agreed, you contacted our office on May 16, 2014 to make a payment in the amount of $1,000.00. This reduced your account balance to $3,613.88. During this conversation you also informed our representative that you needed through June 27, 2014 to make an additional payment of $1,000.00. Although you were unable to make your payment within 30 days, we agreed to your request for additional time between payments without accelerating the collection efforts on your account. However, you did not contact our office to make your $1,000.00 payment until June 30, 2014. We do not have record that additional payment arrangements were agreed upon at that time.
Because no maintained payment agreement was documented on your account, we contacted you on August 8, 2014. During this conversation you told the previous representative about your intentions to pay an additional $1,000.00 in August, but were unable to commit to a specific date. At this time we advised you that we needed you to commit to a specific date on which you would make another payment to avoid further collection efforts. You advised you were unable to establish a firm commitment at that time but would review your finances and follow up to establish future payment arrangements. We advised you that without an accepted and documented payment plan your account would likely receive additional collection activity including the potential of being placed with a collection agency.
You later contacted our office on August 25, 2014 and made a payment in the amount of $550.00, which reduced your account balance to $2,063.88. At that time our representative reminded you that you had previously committed to making a payment in the amount of $1,000.00, and it was necessary for you to establish a payment plan to avoid further collection activity. We also advised you we were unable to establish a payment plan that would allow you to make payments every 60 days; and you were required to make a payment on a monthly basis. We were unable to come to a mutually agreeable payment plan during this conversation. During this conversation, you confirmed you would contact us at a later time to set up arrangements.
Our records indicate that on September 2, 2014 we came to a mutual agreement for a short term payment plan. This plan will allow you to make payments in the amount of $150.00 at the end of each month, for three consecutive months, and at the end of the three months new arrangements must be set for the remaining balance. Your first $150.00 payment under this arrangement is due on September 30, 2014.
We understand that you would like us to contact the third party involved in the accident, which led to the total loss of your vehicle. However, because they are not our account holder, we are unable to accommodate your request. Additionally, as indicated above your account balance is $2,063.88; therefore we are unable to accommodate your request to issue you a refund.
If you have any questions regarding your arrangements for the repayment of your deficiency balance, please contact us at (800) [redacted], Monday through Friday, from 9:00 a.m. to 9:00 p.m. ET, or by mail at either address listed on this letter.
I am rejecting this response because: I am still having the same issue. Nothing has changed.
Thank you for giving us the opportunity to address your issue regarding a missing payment through the Revdex.com complaint process. We hope the following information and explanation will answer the issue in your complaint.
We are sorry to hear the payment you made on July 6,...
2014 was not initially posted to your account. Unfortunately we were unable to locate the missing payment using the information you submitted to us on August 5, 2014. Our records indicate that we received a written statement from you about the missing payment; however, we did not receive additional documentation with proof of the payment processing as stated in your letter.
Western Union contacted us August 11, 2014 and stated they located the missing payment. Western Union confirmed the payment was not sent to us because the wrong code city and state was used when the payment was requested through your on line banking with [redacted]. They advised they will be recoding the payment, and that the process can take 24-48 hours before the payment is issued to us.
In light of the circumstances, we have removed the 30 day delinquency that was reported for the payment due July 4, 2014 and removed the late charge. We are sending an update to Equifax, Experian, Innovis and TransUnion to clear the delinquency from your file. Although it may occur sooner, please allow approximately 30 to 60 days for all of the credit reporting agencies to change the information on their systems.
Mr. H[redacted], we sincerely apologize for the frustration you experienced working with BMW Financial Services to resolve your payment issue. Additionally, we appreciate you taking the time to provide us feedback regarding your experience.
We are committed to providing you with the highest level of service. If you have any questions, please contact me, Brandon K[redacted] at (800) [redacted], Monday through Friday, from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on this letter.
Thank you for giving us another opportunity to respond to your concerns regarding the way we are reporting your account to the credit reporting agencies, through the Revdex.com complaint process. We hope the following information and explanation fully resolves this issue.
In your correspondence you expressed you do not agree with the way we are reporting your account because you have paid as agreed and are still paying on the account. Alphera Financial Services is committed to reporting accurate information to the credit reporting. Again, we verified we are reporting that zero payments were received 30 or more days past due, prior to the total loss of your vehicle.
As you are aware, following the total loss of your vehicle, the payoff we received from your insurance company, [redacted], in the amount of $13,834.26, did not satisfy your account balance in full. Accordingly, [redacted] Financial Services has reported to the credit reporting agencies that this account has been transferred to our Recovery section, as well as assigned to internal or external collections.
Each month we are sending an automatic update to the credit reporting agencies, which reflects your current account balance. As of the date of this letter, your account balance is $1,463.88. Upon receipt of your payment in full, we will update our reporting of your account to reflect that your account is paid in full.
[redacted] furnishes account data to the credit bureaus in compliance with the Fair Credit Reporting Act (FCRA). The FCRA requires that the information provided by [redacted] be accurate. Accordingly, [redacted] does not instruct the credit bureaus to change the way we are reporting an account unless our reporting of that information is inaccurate. In this case, the data [redacted] furnished to the credit bureaus is accurate.
Although we empathize with your situation, as a financial services provider we are required to report payment histories pursuant to established guidelines and therefore, are restricted from changing any information we have correctly reported. We have made the decision to report to the credit bureaus and must report all of our customers based upon the same criteria to maintain the accuracy and integrity of our reporting. Because we have no evidence indicating that our reporting is not accurate, we are unable to accommodate your request to alter the information we are reporting.
If you have any questions, please contact a Customer Service Advocate at (866) [redacted], Monday through Friday, from 9:00 a.m. to 9:00 p.m. ET, or by mail at either address listed on this letter.
Thank you for giving us this opportunity to address your issue regarding your deficiency balance on your account through the Revdex.com complaint process. We understand from your complaint that you feel you received different information regarding the payment arrangements established on...
your account each time you contact our office. We apologize for any conflicting information you received, and hope the following information and explanation will answer any outstanding questions you may have regarding your account balance or payment arrangements.
Our records indicate that on February 21, 2014 you contacted our office to confirm you received the insurance deficiency letter we issued to you on February 3, 2014. At that time we notified you that we received payment in the amount of $13,834.26 from Safeway Insurance. This amount was applied towards the satisfaction of your account balance after the total loss of your vehicle. These funds reduced the account balance from $20,398.14 to $6,563.88. At this time you also indicated that we should receive a payment for approximately $1,800.00 from the cancellation of your third party maintenance agreement. Additionally, you provided authorization to discuss the account with Mr. [redacted]. During this conversation, both you and Mr. [redacted] were advised that while a payment could be applied at any time, it was not necessary on that day.
We later received a letter from you dated February 23, 2014, requesting that we settle the account for a single payment of $2,000.00. As indicated in our response dated March 14, 2014, this offer was not sufficient to close your account. We also noted in our response that we may still receive funds from your cancelled maintenance plan, and directed you to follow up with AutoNation Nissan Tempe regarding the status of the refund. On April 16, 2014 we received the refund associated with your cancelled maintenance agreement in the amount of $1,950.00; which reduced your account balance to $4,613.88. We have enclosed a copy of your letter and our response for your records.
On May 7, 2014 both you and [redacted] from [redacted] contacted our office to discuss the account balance. At that time we confirmed the remaining balance due was $4,613.88. You were advised that the entire balance would need to be paid; however, as a courtesy Alphera Financial Services was willing to discuss establishing a payment plan to allow for payment in full over several monthly payments. At that time you advised you were only able to commit to making a single payment of $1,000.00 by May 16, 2014. We agreed to document your commitment for this payment and advised you that it was necessary to establish additional payment arrangements by May 16, 2014.
As agreed, you contacted our office on May 16, 2014 to make a payment in the amount of $1,000.00. This reduced your account balance to $3,613.88. During this conversation you also informed our representative that you needed through June 27, 2014 to make an additional payment of $1,000.00. Although you were unable to make your payment within 30 days, we agreed to your request for additional time between payments without accelerating the collection efforts on your account. However, you did not contact our office to make your $1,000.00 payment until June 30, 2014. We do not have record that additional payment arrangements were agreed upon at that time.
Because no maintained payment agreement was documented on your account, we contacted you on August 8, 2014. During this conversation you told the previous representative about your intentions to pay an additional $1,000.00 in August, but were unable to commit to a specific date. At this time we advised you that we needed you to commit to a specific date on which you would make another payment to avoid further collection efforts. You advised you were unable to establish a firm commitment at that time but would review your finances and follow up to establish future payment arrangements. We advised you that without an accepted and documented payment plan your account would likely receive additional collection activity including the potential of being placed with a collection agency.
You later contacted our office on August 25, 2014 and made a payment in the amount of $550.00, which reduced your account balance to $2,063.88. At that time our representative reminded you that you had previously committed to making a payment in the amount of $1,000.00, and it was necessary for you to establish a payment plan to avoid further collection activity. We also advised you we were unable to establish a payment plan that would allow you to make payments every 60 days; and you were required to make a payment on a monthly basis. We were unable to come to a mutually agreeable payment plan during this conversation. During this conversation, you confirmed you would contact us at a later time to set up arrangements.
Our records indicate that on September 2, 2014 we came to a mutual agreement for a short term payment plan. This plan will allow you to make payments in the amount of $150.00 at the end of each month, for three consecutive months, and at the end of the three months new arrangements must be set for the remaining balance. Your first $150.00 payment under this arrangement is due on September 30, 2014.
We understand that you would like us to contact the third party involved in the accident, which led to the total loss of your vehicle. However, because they are not our account holder, we are unable to accommodate your request. Additionally, as indicated above your account balance is $2,063.88; therefore we are unable to accommodate your request to issue you a refund.
If you have any questions regarding your arrangements for the repayment of your deficiency balance, please contact us at (800) [redacted], Monday through Friday, from 9:00 a.m. to 9:00 p.m. ET, or by mail at either address listed on this letter.