Celtic Bank Corporation

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 Sincerely, [redacted] ***

Celtic Bank and Continental Finance have verified that Mr [redacted] 's fraud alert has been removed from his credit report and Celtic Bank has approved Mr [redacted] for a secured Surge MasterCard The letter detailing this approval was mailed to Mr [redacted] today (Oct19th)

After investigating Ms***'s complaint, Celtic Bank, via its Surge MasterCard servicer (Continental Finance Company) sent a letter directly to Ms [redacted] on Sept12, The letter addresses Ms***'s complaint with details involving the "pre-selected" offer for an unsecured Surge MasterCard that she received.We sincerely hope the information in the letter addresses Ms***'s complaint

November 27, [redacted] *** Re: Revdex.com Complaint Dear Mr***: We are writing in regards to the responses you sent regarding your Revdex.com (“Revdex.com”) complaintWe have carefully reviewed your correspondence and welcome the opportunity to respond.According to our records, only one $late fee has been assessed to your account since September This late fee was assessed on October 5, and has been refundedThe adjustment will be reflected on your December 3, monthly billing statementDuring this time period, there have been no other fees billed to your accountAccordingly, your balance is comprised of purchases and associated interestFor further information about your account balance, please contact our Customer Service Department at 1-866-449-Please be advised that, as a courtesy, we have removed the recent thirty (30) day late payment from your credit report due to the misunderstanding and the circumstances you experienced in South Florida after Hurricane IrmaThe update will be reported to your credit file upon the cycle date of December 3, Please allow at least forty-eight (48) hours from the cycle closing date to review reported activityFinally, in accordance with your request, we will reopen your accountThis will allow you to use your credit cardIf you have any questions, contact our Customer Service Department at the number aboveOur Customer Service representatives are available Monday through Friday 7:00am to 10:00pm EST, and Saturday 9:00am to 1:00pm ESTRegards,Sue J***Sue J***VP, Customer ExperienceEnclosures/sj Sue J***VPofCustomerExperience

Celtic Bank Responds: MrF [redacted] ’s complaint arose after he completed an on-line application for a $100,(One Hundred Thousand Dollar) commercial loanTo complete this application, MrF [redacted] navigated to the SmartBiz on-line loan application, filled in numerous data fields, on numerous web pages, and submitted his loan request At the end of the initial data entry process MrF [redacted] was presented with a notification that his credit report would be checked In response, MrF [redacted] expressly granted permission to SmartBiz or its Lenders (in this case, Celtic Bank) to “procure and review my credit report.” Important to note is that the only way a credit inquiry could be made, or for MrF [redacted] to become known to SmartBiz or Celtic Bank at all, was for MrF [redacted] to take significant steps to request a commercial loan, and then to expressly grant permission for a credit inquiry in relation to the loan application he made In other words, MrF [redacted] applied for a loan, and SmartBiz and Celtic Bank proceeded to act on his application with his permission Furthermore, after MrF [redacted] applied for a loan and granted permission for his credit to be checked, he continued with the loan application process by answering several SBA loan qualifying questions evidencing his intention to apply for an SBA loan Because of the large number of affirmative and intentional steps taken by MrF [redacted] throughout this process, MrF [redacted] ’s claim that he “made an error” in applying for a loan and granting permission to make a credit inquiry simply is not credible On or about June 15, 2015, an email was sent to MrF [redacted] at [redacted] @gmail.com, informing him that he had been prequalified for an SBA business loan He was sent another email on July 7, On July 7, he spoke to Kevin at SmartBiz during which conversation he was asked to provide financial data for his company During that conversation, MrF [redacted] told Kevin he was not going to provide that information, and he asked that his loan application be withdrawn and his loan application was withdrawn at that time There is no doubt, but that MrF [redacted] had an unambiguous intention to apply for a business loan, and he unambiguously assented to a credit inquiry Because of this we are not able to “withdraw” or “mask” that credit inquiry When he applied for a loan he granted us permission to obtain a credit report and we did so Since there is no justifiable reason for masking that credit inquiry we have refused to do so As for MrF [redacted] ’s claim that Celtic Bank refused to take his calls, this is untrue Celtic Bank did take several of his calls However, when MrF [redacted] ’s request was denied, he proceeded to make hundreds of calls to Celtic Bank during a day period (our phone logs evidence these calls) and we did block calls from his known phone numbers in order to conduct our business ++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++...⇄ Leslie *R [redacted] General Counsel Director of IT

Complaint: [redacted] I am rejecting this response because: They did not remove the inquiry from my report And are not responding to the fact that the company they got the info from, requested from them to remove it and also advised them that this was in result of an errorThey are also lying and ignoring the fact that all calls made to them were right away disconnected when they noticed that I am the one calling (our recordings evidence these calls) and never allowed me or gave me the chance to speak to this Leslie *R [redacted] like I requested, since she is responsible for the inquiry as I was directed by SmartBiz As I stated, I never agreed to an inquiry from Celtic bank on my report nor did I had any business relationship with Celtic bankas already explained and discussed with Smartbiz who already agreed to get it deleted being that this was done in error and was a result of misleading information and advertisements, and they also sent a request for removal to the bank in writingTherefore, I absolutely disagree with the bank's decision, and I strongly request to get this inquiry deleted masked and removed as every bank would've done in this instance Sincerely, Shulem F [redacted]

Celtic Bank Responds:
1. SmartBiz has never requested we
remove the inquiry, rather SmartBiz staff provided notice that MrF* was
making a request to mask the inquiry. SmartBiz has never stated nor
represented to Celtic Bank in any manner that the credit inquiry was the result
of a “mistake” or “error.”
2. MsR*** is General Counsel for
Celtic Bank and typically does not personally respond to these kinds of
questions as they are typically handled by one of the bank’s lending
departments. She is also not involved in credit decisions and has no
oversight over credit inquiries. In the course of days, MsR***
received over calls to her personal phone line each lasting 1-
seconds. If a voice message was left by MrF*, it was not
detected. MsR*** did respond to an email from MrF* as
follows:
On
Thu, Aug 6, at 3:PM, Leslie R***
wrote:
MrF*:
I have reviewed the
records related to your application to SmartBiz for a $100,loan.
Those records clearly show that you completed all the steps required to apply
for a loan. You entered information relating to your business, and you
provided personal information sufficient to submit a complete business loan
application. In that process, and after filling in information on
several screens, you took the affirmative step to check the box next to clear
language asking you to verify that the information you entered about you and
your business was correct and you gave unambiguous approval for SmartBiz and
SmartBiz lenders to “procure and review my credit report.” By checking the
box you gave your assent to a credit check and verified that you entered all
loan application information truthfully. That language states:
“I certify that I am
[name], all information that I have entered is accurate, and that I am the
principal owner of [business name]. I understand that this information is
required for [business name] to obtain an SBA loan. In my capacity as a potential guarantor, I grant
permission for SmartBiz and SmartBiz lenders to procure and review my
credit report.”
Furthermore, you then
went ahead with the loan process by answering several SBA loan qualifying
questions evidencing your intention to apply for an SBA loan. That
application was made on or about June 15, 2015. On that same date, you
were sent an email (to: ***@gmail.com) informing you that
you had been prequalified for a business loan. When you did not reply,
and when a call to your voice mail found that voice mail to be full, you were
sent another email on July 7, 2015. On July 7, you spoke to Kevin at
SmartBiz and it was only when you were asked to provide financial data for your
company that you asked that your loan application be withdrawn as you did not
want to provide that information
There is no doubt but
that all information clearly shows an unambiguous intention to apply for a
business loan, and your unambiguous assent to a credit report review.
Because of this we are not able to “withdraw” or “mask” that credit inquiry.
When you applied for a loan you told us that we could obtain a credit
report. We did so. Unfortunately, we cannot do anything more on
this account and wish you every success in your business endeavors.
I will ask you to now cease
your incessant phone calls and emails. This is the final decision of the
bank. Further harassment by you in the form of phone calls and emails
will be reported to local law enforcement and the FBI
Sincerely -
Leslie *R***
General
Counsel
Director
of IT
Mr
F* acknowledged receipt of this email as follows:
From: S F* [mailto:***@gmail.com]
Sent: Thursday, August 06, 4:PM
To: Leslie R***; Reese Howell
Cc: ***@menashelegal.com; ***@menashelegal.com
Subject: Re: SmartBiz/Celtic Bank Credit Check
Leslie,
Thanks for finally getting back to
me.
Was really hard getting through to
you to correct this error, my calls were not returned and also improperly
disconnected several times which is completely unethical and improper
for a bank when there is a complaint like this, in violation of bank
practice
As I stated, I never agreed to an
inquiry from Celtic bank on my report nor did I had any business
relationship with Celtic bankas already explained and discussed with Smartbiz
who already agreed to get it deleted being that this was done in error and was
a result of misleading information and advertisements, and they also sent a
request for removal to your bank in writingTherefore, I absolutely disagree
with your bank's decision, and I strongly request to get this inquiry deleted
masked and removed as every bank would've done in this instance
If you are still not willing to get
it taking care of peacefully, please advise who your registered agent
is so that I or my attorney can send a formal summons and complaint
Awaiting your immediate response to
get this matter resolved.
Sincerely
MrF*
3. The decision of Celtic Bank to
leave the inquiry is final
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
Leslie *R***General
CounselDirector
of IT

Dear Ms***, We are writing in regards to the complaint you filed with the Revdex.com (“Revdex.com”) regarding your Genesis Indigo Credit Card AccountIn the complaint you state that you received a credit card in the mail that you did not apply for. An investigation of your
concerns has been undertaken and we welcome the opportunity to respond. According to our records, on February 15, 2018, you contacted us and stated that you had received a credit card in the mail that you had not applied forAt that time, our representative requested the last digits of your social security number or your date of birthThis information is customarily requested on every call to confirm a person’s identity prior to discussing account information. You were not comfortable giving that information to our representative and your call was transferred to our fraud department. The fraud representative again stated that they would like to confirm the data contained in our files with your information, but it is our understanding that you still did not feel comfortable validating the information and did not want to provide any identifying informationFollowing the phone conference with the fraud representative, the account status was changed to a potential Fraud. As of the date of this letter, we have cleared the balance and closed the fraudulent account in your nameSince it has been denoted as a Fraud account, it will not be reported on your credit file. If you have any additional questions regarding your account, please contact our Customer Service Department at 1-866-449-Our representatives are available to assist you Monday through Friday 7:00am to 10:00pm EST, and Saturday 9:00am to 1:00pm EST. Regards, SueJ***VPofCustomerExperience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

After investigating Ms***'s complaint, Celtic Bank, via its Surge MasterCard servicer (Continental Finance Company) sent a letter directly to Ms*** on Sept12, The letter addresses Ms***'s complaint with details involving the "pre-selected" offer for an unsecured Surge
MasterCard that she received.We sincerely hope the information in the letter addresses Ms***'s complaint

Our records indicate that Mr*** applied for the Surge
MasterCard on June 28, 2015. At the time
of his application, we found that there is an Initial Fraud Alert on his
TransUnion credit file. This Fraud alert
requires that his identity be
validated prior to the opening or modification
of any account in his name. Therefore,
an email was sent to the email address provided during the application process
requesting three pieces of identification.
On July 5, 2015, we received a fax which
included a copy of a recent payment remittance slip for one of his creditors
and a New York State Benefit Identification card. These documents were slightly illegible;
however, the address verification was completed and an email was sent requesting
a non-expired Government ID and a copy of his Social Security Card, as previously
requested in our previous email on June 28, 2015. On July 7, we received Mr***'s fax which
included a legible copy of the documents previously received, except for a copy of his Social Security Card. An email was sent on July 9, 2015, requesting
the omitted copy of his Social Security card.
To date, we have not received this document. In accordance with the Initial Fraud
Alert that Mr*** placed on his credit report, we cannot process his
application for a credit decision until receipt and verification of this
document. Celtic Bank's credit card servicer (Continental Finance) sent a letter to Mr***, dated October 1, 2015, reiterating all of this information and again requesting a copy of his Social Security card. Upon receipt of the requested information, we
will complete the processing of Mr***'s credit card application. If we do not receive the requested
information by October 30, 2015, no further
consideration can be given to Mr. ***'s application

Dear Ms***, We are writing in response to the complaint you filed on November 4, with the Revdex.com (Revdex.com) regarding your Genesis Indigo Platinum MasterCard issued by Celtic BankIn the complaint, you indicate that you were unable to process a payment online resulting in late
payment reporting on your credit reportAdditionally, you indicated that you could not locate our contact phone numberYour desired settlement was for the 30-day late notation to be removed and to show the balance paid in full on your credit reportWe reviewed your account and welcome the opportunity to respondWe appreciate you bringing this concern to our attentionAccording to our records, in conversations between you and our representatives, you indicated your mortgage lender recommended you call in about your account to have the credit reporting alteredAdditionally, in your Revdex.com complaint you mentioned problems creating a payment online, however we have been unable to substantiate this payment issue claimIt is not our practice to alter accurate credit bureau reporting, but we are willing to make a one-time adjustmentA separate letter confirming the credit reporting update has been sent to youFor your future reference our contact number is provided on the back of the issued credit cardIn response to your complaint we have been unsuccessful in our attempts to contact you directlyWe believe our actions have addressed your concernsWe hope this resolves this matter, but if you have additional questions or concerns, please contact us at 1-866-453-Our customer service hours are from 6am to 6pm, Pacific Time, seven days a weekWe trust that our response to this matter will be met with her satisfactionRespectfully, Arlene D*** SVP, Compliance Officer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I appreciate the bank's quick attention to this matter and assistance in resolving the issue
Sincerely,
*** ***

Celtic Bank and Continental Finance have verified that Mr***'s fraud alert has been removed from his credit report and Celtic Bank has approved Mr*** for a secured Surge MasterCard. The letter detailing this approval was mailed to Mr*** today (Oct19th)

Celtic Bank has reviewed Mr. [redacted]'s billing issues complaint and conducted a thorough investigation.  A letter detailing the results of the investigation has been mailed to Mr. [redacted] today, by Celtic Bank's Surge MasterCard servicer Continental Finance.

I did not apply for a secured card now they want me to pay $150 security deposit they could just have said that from the beginning and saved everybody the trouble  and I would have never applied I have good credit so I dont know why they trying to only offer me this option thank you but no thank you

I agree with the company in what was said after I filed my complaint with Revdex.com I didnt get a response so I just contacted celtic bank about a week ago and I just ask them can they process my application some woman check previous application history in said well did you send your documents in I said yes except my social the social security administration is giving me a hard time I dont like how they treating me well sir the documents you did send was a little blurry can you resend them and we still need your social im like really I said the only reason you giving me a hard time is because I had a fraud alert placed on my account which is now expired she says well if its off I can make a note of it I said well just pull my report again I have no reason to lie to be honest I think she felt kind of bad but didn't want to lose her job so I ask to speak to the supervisor I explained the same story he said well since the alert is off we can send the information to the corporate office in see what they say or you can reapply I did in the system said I couldn't because previous application in 60 days so I was just waiting for some type of resposne fromthe business I thought bb closed the case because their was no response then today Irreceived one so hopefully now they can process my application and send me my card

Complaint: [redacted]
I am rejecting this response because:
They did not remove the inquiry from my report.  And are not responding to the fact that the company they got the info from, requested from them to remove it and also advised them that this was in result of an error. They are also lying and ignoring the fact that all calls made to them were right away disconnected when they noticed that I am the one calling (our recordings evidence these calls) and never allowed me or gave me the chance to speak to this Leslie *. R[redacted] like I requested, since she is responsible for the inquiry as I was directed by SmartBiz .  As I stated, I never agreed to an inquiry from Celtic bank on my report nor did I had any business relationship with Celtic bank. as already explained and discussed with Smartbiz who already agreed to get it deleted being that this was done in error and was a result of misleading information and advertisements, and they also sent a request for removal to the bank in writing. Therefore, I absolutely disagree with the bank's decision, and I strongly request to get this inquiry deleted masked and removed as every normal bank would've done in this instance. 
Sincerely,
Shulem F[redacted]

Celtic Bank Responds:
Mr. F[redacted]’s complaint arose after he completed an on-line
application for a $100,000 (One Hundred Thousand Dollar) commercial loan. To
complete this application, Mr. F[redacted] navigated to the SmartBiz on-line loan
application, filled in numerous data fields, on...

numerous web pages, and
submitted his loan request. 
 
At the end of the initial data entry process Mr. F[redacted]
was presented with a notification that his credit report would be
checked.  In response, Mr. F[redacted] expressly granted permission to
SmartBiz or its Lenders (in this case, Celtic Bank) to “procure and review my
credit report.” 
 
Important to note is that the only way
a credit inquiry could be made, or for Mr. F[redacted] to become known to SmartBiz
or Celtic Bank at all, was for Mr. F[redacted] to take significant steps to
request a commercial loan, and then to expressly grant permission for a credit
inquiry in relation to the loan application he made.
 
In other words, Mr. F[redacted] applied for a loan, and
SmartBiz and Celtic Bank proceeded to act on his application with his
permission.
 
Furthermore, after Mr. F[redacted] applied for a loan and
granted permission for his credit to be checked, he continued with the loan
application process by answering several SBA loan qualifying questions
evidencing his intention to apply for an SBA loan.  Because of the large
number of affirmative and intentional steps taken by Mr. F[redacted] throughout
this process, Mr. F[redacted]’s claim that he “made an error” in applying for a
loan and granting permission to make a credit inquiry simply is not credible.
 
On or about June 15, 2015, an email was sent to Mr. F[redacted]
at [redacted]@gmail.com,
informing him that he had been prequalified for an SBA business loan.  He
was sent another email on July 7, 2015.  On July 7, 2015 he spoke to Kevin
at SmartBiz during which conversation he was asked to provide financial data
for his company.  During that conversation, Mr. F[redacted] told Kevin he was
not going to provide that information, and he asked that his loan application
be withdrawn and his loan application was withdrawn at that time.
 
There is no doubt, but that Mr. F[redacted] had an unambiguous
intention to apply for a business loan, and he unambiguously assented to a
credit inquiry.  Because of this we are not able to “withdraw” or “mask”
that credit inquiry.  When he applied for a loan he granted us permission
to obtain a credit report and we did so.  Since there is no justifiable
reason for masking that credit inquiry we have refused to do so.
 
As for Mr. F[redacted]’s claim that Celtic Bank refused to take
his calls, this is untrue.  Celtic Bank did take several of his
calls.  However, when Mr. F[redacted]’s request was denied, he proceeded to
make hundreds of calls to Celtic Bank during a 2 day period (our phone logs
evidence these calls) and we did block calls from his known phone numbers in
order to conduct our business.
 
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++...⇄ />   
Leslie *. R[redacted]
General Counsel
Director of IT

November 27, 2017 [redacted]
[redacted] Re:       Revdex.com Complaint Dear Mr. [redacted]: We are writing in regards to the responses you sent regarding your Revdex.com (“Revdex.com”) complaint. We have carefully reviewed your correspondence and welcome the opportunity to respond.According to our records, only one $35.00 late fee has been assessed to your account since September 2017. This late fee was assessed on October 5, 2017 and has been refunded. The adjustment will be reflected on your December 3, 2017 monthly billing statement. During this time period, there have been no other fees billed to your account. Accordingly, your balance is comprised of purchases and associated interest. For further information about your account balance, please contact our Customer Service Department at 1-866-449-4514. Please be advised that, as a courtesy, we have removed the recent thirty (30) day late payment from your credit report due to the misunderstanding and the circumstances you experienced in South Florida after Hurricane Irma. The update will be reported to your credit file upon the cycle date of December 3, 2017. Please allow at least forty-eight (48) hours from the cycle closing date to review reported activity. Finally, in accordance with your request, we will reopen your account. This will allow you to use your credit card. If you have any questions, contact our Customer Service Department at the number above. Our Customer Service representatives are available Monday through Friday 7:00am to 10:00pm EST, and Saturday 9:00am to 1:00pm EST. Regards,Sue J[redacted]Sue J[redacted]VP, Customer ExperienceEnclosures/sj Sue J[redacted]VPofCustomerExperience