BorrowersFirst, Inc.

We apologize for the inconvenience and trouble you've had reaching us.  On October 1st we transferred servicing of your account to a new provider and they should have reached out to you regarding their contact information. Upon the receipt of your complaint, we've reached out to them and asked...

that they contact you regarding your loan with BorrowersFirst.  They will provide the phone number and online portal for payments. However, if they have not reached out, please contact them via one of the following methods: Phone: [redacted] Email: [redacted] Portal: www. privateloanservicing.com Thank you for your business.  Again, we apologize for the miscommunication on your account.

We apologize for the inconvenience and trouble you've had reaching us.  On October 1st we transferred servicing of your account to a new provider and they should have reached out to you regarding their contact information.Upon the receipt of your complaint, we've reached out to them and asked...

that they contact you regarding your loan with BorrowersFirst.  They will provide the phone number and online portal for payments.However, if they have not reached out, please contact them via one of the following methods:Phone: ([redacted]Email: [redacted]Portal: [redacted]Thank you for your business.  Again, we apologize for the miscommunication on your account.

BorrowersFirst contacted Ms. [redacted] on March 22nd, 2017 to apologize for the matter in which her interactions with us were handled. BorrowersFirst explained that her payment was pending in our system at that time. We flagged her account to ensure no further calls would take place. We thank Ms....

[redacted] for her business and are happy we can resolve this in a satisfactory manner.

Complaint: [redacted]
I am rejecting this response because: I have checked my credit report and I still dont see any reports whatsoever to trans union in reference to any of my  payments. Again, Once I see the ACTUAL CREDIT REPORT for all my past payments up to date in writing then I will happily proceed forward with continued payments. 
Regards,
[redacted]

We apologize for the inconvenience and trouble you've had reaching us.  On October 1st we transferred servicing of your account to a new provider and they should have reached out to you regarding their contact information.Upon the receipt of your complaint, we've reached out to them and asked...

that they contact you regarding your loan with BorrowersFirst.  They will provide the phone number and online portal for payments.However, if they have not reached out, please contact them via one of the following methods:Phone: [redacted]Email: [email protected]: www. privateloanservicing.comThank you for your business.  Again, we apologize for the miscommunication on your account.

While we understand the frustration that a call like this can cause, this was strictly a “courtesy call” to inform her that her previous payment was a few dollars short.  Based on our records and her payment history, we believe this was simply an oversight and that she transposed two...

digits on the check she sent for payment.  A call was made to pass this information along; however, under the Fair Debt Collections Practices Act (FDCPA), we are required to give the proper disclosures to any customer when we are contacting them to collect a debt, no matter how small that shortage or debt might be.  This requirement can make a call of this type seem much more serious that it really is, so we can understand why anyone would feel upset getting this call when their payment was only a few dollars short. We want to assure the consumer that the late fee was waived and there is no negative notation on her account. There was no harm to the consumer but simply a call made to her to let her know about the shortage. If you need any additional information, please contact me. [redacted]

BorrowersFirst, Inc. has reviewed Mr. [redacted]' further concerns and we understand his frustration; however, BorrowersFirst has an obligation to confirm that all information is accurate before sending it to Trans Union. BorrowersFirst is officially reporting to Trans Union. We have confirmed with Trans Union that Mr. [redacted]' information (this information spans from the start of his loan until now) has been posted to the Trans Union database. BorrowersFirst is only reporting to Trans Union at this time. We thank Mr. [redacted] for his business and hope we have the opportunity to work with him in the future.

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]

BorrowersFirst reached out to Ms. [redacted] via phone to apologize for the manner in which her interactions with us were handled and to assure her that we are a regulated and legitimate business operation.  After apologizing and taking responsibility, Ms. [redacted] gave BorrowersFirst a chance to...

complete the process and send out documents for her to review. Her loan has now been funded. We thank Ms. [redacted] for her business and are happy we could resolve this in a satisfactory manner.

We apologize for the inconvenience and trouble you've had reaching us.  On October 1st we transferred servicing of your account to a new provider and they should have reached out to you regarding their contact information. Upon the receipt of your complaint, we've reached out to them and asked...

that they contact you regarding your loan with BorrowersFirst.  They will provide the phone number and online portal for payments. However, if they have not reached out, please contact them via one of the following methods: Phone: ([redacted] Email: [redacted] Portal: www. privateloanservicing.com Thank you for your business.  Again, we apologize for the miscommunication on your account.

We apologize for the inconvenience and trouble you've had reaching us.  On October 1st we transferred servicing of your account to a new provider and they should have reached out to you regarding their contact information. Upon the receipt of your complaint, we've reached out to them and asked...

that they contact you regarding your loan with BorrowersFirst.  They will provide the phone number and online portal for payments. However, if they have not reached out, please contact them via one of the following methods: Phone: [redacted] Email: [redacted] Portal: [redacted] Thank you for your business.  Again, we apologize for the miscommunication on your account.

We have reviewed Mr. [redacted]' complaint and we understand his concerns. BorrowersFirst is currently in the process of implementing its credit bureau reporting process in production and Mr. [redacted]' payment history should be reported to Transunion this month. BorrowersFirst acknowledges that...

furnishing loan and payment information to the Credit Reporting Agencies is important to all consumers as they build their credit file; however, it is also important that we provide the most accurate information possible to avoid any issues. As such, we took time to ensure that the quality of the data reported to Transunion was high. It is also important to note that the Fair Credit Reporting Act does not require creditors to report data to the Credit Reporting Agencies. Finally, we sincerely apologize for Mr. [redacted]' service experience. There were unexpected delays in reporting to Transunion and our agents were working with the informatoin they had at the time. We thank Mr. [redacted] for his business and hope we have the opportunity to earn his business again in the future.

We have researched the claims of Mr. * and found that payments under his loan agreement are due on the 28th of each month. Although it is true that BorrowersFirst (“BFI”) will not assess a late fee on payments paid within 15 days of the payment due date, according to the loan agreement with us,...

interest on the unpaid principal balance will continue to accrue. Borrowers with past due amounts are routinely contacted to follow up on the status of past due payments as a courtesy to our customers. BFI’s policy requires that all attempts to obtain payment on loans are fair, reasonable and do not involve harassment, abuse, intimidation or false or misleading representations. BFI maintains that all conversations with Mr. * were in compliance with its policies.
In an attempt to accommodate Mr. *, BFI will make every effort to refrain from contacting him unless future loan payments become more than 10 days past due. We hope that this compromise is found to be acceptable and resolves this matter satisfactorily.

BorrowersFirst received Mr. [redacted] Complaint and immediately researched the concerns he raised. Mr. [redacted] and his wife called in on March 28, 2017 to request a payoff quote. Our standard payoff quotes for payoff checks received by mail is set to 10 days. As a result, this payoff quote was...

generated with a date of April 7, 2017. We received Mr. [redacted] payoff check about 10 days after the date that was established on the payoff quote, which also happened to be the date of his usual monthly payment. Mr. [redacted] called us on several occasions but did not notify us of his updated mailing address. This created issues that our system was not equipped to handle at that time. We truly apologize for the inconvenience and the errors that resulted due to these system limitations. We have since resolved the limitations within our system that caused these errors. In addition, whenever a call is received that involves a payment dispute, part of our process is to request a bank statement from the caller. This is done to assist us in understanding the dispute in totality. It also helps us ensure that we give the borrower a refund that completely reflects what is owed to him. We have since issued Mr. [redacted] two refund checks. One refund check was issued on August 17, 2017 in the amount of $197.01. The second refund check was issued on August 21, 2017 in the amount of $34.00. Mr. [redacted] should receive both checks within the next 3-5 business days, if he has not received them already. In addition, we have ensured that his account balance is zeroed out and that no payments will be automatically withdrawn from him now or in the future. We thank Mr. [redacted] and his wife for working with us to remedy these concerns. We apologize for the inconvenience and confusion created by this situation.

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]

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]

While we recognize the frustration, the score that we used is not the same score that he is getting from [redacted].  [redacted] uses Vantage, while we use FICO.He can check his FICO score by going to "myFICO.com", however keep in mind that scores can change daily so his score may have improved from the time we pulled it.In reviewing his credit profile, a lack of installment loan history was a significant factor in our decision, which was stated on his adverse action notice.If we can be of any other assistance, please let us know.

After researching the account and our internal notes, we will be crediting Mr. [redacted] for the full amount of the overdraft fees and late fee incurred as a result of this issue.  We apologize for the inconvenience and are making changes to our system and processes so that this kind of issue...

does not occur again in the future for another customer.

When **. [redacted] attempted to contact BorrowersFirst, heexperienced what he felt was a lengthy hold-time and abandoned the phonecall.  **. [redacted] also attempted to access the BorrowersFirst websiteusing his computer tablet. That table had compatibility issued with theBorrowersFirst website....

After not receiving a call back within 48 hours andexperiencing problems connecting with BorrowersFirst on-line, **. [redacted] becameconcerned that he may have been the victim of loan fraud.  Upon learning that **. [redacted] had a negative experience,BorrowersFirst made repeated attempts to contact him directly. On 8-10-15, wesuccessfully connected and allayed his concerns. **. [redacted] informed us that wewere able to reach him sooner because he had been out of the country. Also inour conversation with **. [redacted], we received the information needed tocomplete the loan process and his loan was subsequently approved.

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. I have in fact received both of the checks that were mentioned in the response.
Regards,
[redacted]