Checkmate Heating & Air Conditioning

July 19, [redacted] ***Vice President Dispute Resolution and OperationsRevdex.com [redacted] Dear Ms***,Thank you for giving Guaranty Bank and Trust Company the opportunity to respond to the complaint submitted on June 24, 2016, ID [redacted] We take customer service very seriously and regret that our customer feels we were not responsive to his credit dispute We have reviewed our documentation of the July credit dispute, including our response to the dispute While our records show that loan statements were consistently mailed by the bank to the customer’s address on record, documented communication from our customer in July indicates that he was not receiving mail due to an issue with his local post office We also noted that in our customer’s communication to us he acknowledged that he was aware that a payment was due on his account, and that he made payments even though he had not received a statement Unfortunately, a payment was not received in May 2015, which resulted in the reported delinquency As a furnisher of information, we are held to strict reporting standards and guided by the Fair Credit Reporting Act In review of our customer’s credit dispute, we determined that the credit bureau reporting was accurate and to remove the subject delinquency would violate our reporting responsibility A letter communicating this decision and in response to the credit dispute was mailed to the customer on August 7, to the updated address provided to us by our customer.If you have any questions, please feel free to contact us.Best Regards,Lois C [redacted] , CRCMVice President Lending Compliance Officer47th Ave, Greeley, CO [redacted] c: Mike B***

Complaint: [redacted] I am rejecting this response because:1.I attempted to notify them of change of address but it took two months for them to get it done2.This was not a installment loanBills are irregulknowledge of amount due, if any.3.Guaranty Bank had a notation on computer to "not send hard copy" to my mailbox-found this out after lengthy phone call months later4.How was I communicated with that I owed anything when they were "holding" the bill and their internet service would not send "text to confirm" to log in?5.Guaranty Bank has the responsibility of making sure their customers are correctly billed and receive the bill-and they did not do it.What I am specifically asking for is to correct the credit reportIt was promptly paid off in full when I was made aware of the amount dueThere is no balance and these amounts of money were never an issue to be paidThe issue was the communication of Guaranty BankRegards, [redacted] ***

Response attached. Thank you for your assistance in this matter. July 21, 2016*** ***Vice President Dispute Resolution and [email protected] Ms***,We are in receipt of the rejection of our response to complaint ID #*** We continue to believe that the billing statements on this account have been provided to the borrower as required by the account agreement; we regret that our customer’s issue with the local post office resulted in the statements not being delivered and ultimately returned to the bank as undeliverable It is also unfortunate that the written statement provided to us by our customer in a July credit dispute, led us to believe that while he did not receive the billing statement, he was aware that a balance was outstanding and a payment would be required.However, it is not our intent to discount our customer’s concerns of lack of communication in this matter and we are aware that his account has historically performed as agreed and the subject delinquency was cleared quickly With this in mind and with regret that we apparently misinterpreted the statements made in his July credit dispute, we are prepared to accept his statement as presented in this complaint that he was not aware of a payment due because he did not receive the billing statement We agree to submit to the credit reporting agencies a request to remove the day delinquency for the May loan payment Our customer should be aware that while we will submit this correction immediately, it often takes days or more to become of record with the national credit reporting agencies.We hope that our actions will resolve this matter and we look forward to a long banking relationship with our customer Lois C***, CRCMVice President Lending Compliance Officer47th Ave, Greeley, CO 80634P: 303-293-5529***

Complaint: [redacted]
I am rejecting this response because:1.I attempted to notify them of change of address but it took two months for them to get it done. 2.This was not a installment loan. Bills are irregular-no knowledge of amount due, if any.3.Guaranty Bank had a notation on computer to "not send hard copy" to my mailbox-found this out after lengthy phone call months later4.How was I communicated with that I owed anything when they were "holding" the bill and their internet service would not send "text to confirm" to log in?5.Guaranty Bank has the responsibility of making sure their customers are correctly billed and receive the bill-and they did not do it.What I am specifically asking for is to correct the credit report. It was promptly paid off in full when I was made aware of the amount due. There is no balance and these amounts of money were never an issue to be paid. The issue was the communication of Guaranty Bank. Regards,[redacted]

July 19, 2016[redacted]Vice President Dispute Resolution and OperationsRevdex.com[redacted]Dear Ms. [redacted],Thank you for giving Guaranty Bank and Trust Company the opportunity to respond to the complaint submitted on June 24, 2016, ID [redacted].  We take customer service...

very seriously and regret that our customer feels we were not responsive to his credit dispute.  We have reviewed our documentation of the July 2015 credit dispute, including our response to the dispute.   While our records show that loan statements were consistently mailed by the bank to the customer’s address on record, documented communication from our customer in July 2015 indicates that he was not receiving mail due to an issue with his local post office.  We also noted that in our customer’s communication to us he acknowledged that he was aware that a payment was due on his account, and that he made payments even though he had not received a statement.  Unfortunately, a payment was not received in May 2015, which resulted in the reported delinquency.  As a furnisher of information, we are held to strict reporting standards and guided by the Fair Credit Reporting Act.  In review of our customer’s credit dispute, we determined that the credit bureau reporting was accurate and to remove the subject delinquency would violate our reporting responsibility.   A letter communicating this decision and in response to the credit dispute was mailed to the customer on August 7, 2015 to the updated address provided to us by our customer.If you have any questions, please feel free to contact us.Best Regards,Lois C[redacted], CRCMVice President Lending Compliance Officer2700 47th Ave, Greeley, CO 80634[redacted]
[redacted]c:  Mike B[redacted]