Citifinancial

Per the Membership Purchase and Security Agreement, item 12 ad**esses cancellation.   It specifically states that the member may cancel the agreement within five days following the execution of the agreement by returning all received related documentation to the Member Service Representative at the Residence Club and sending written notification by certified mail, return receipt requested to [redacted]   It does not state that the member can cancel via email. 
 
That being said, as stated in my prior response, we have requested to verify with our client if the account was in fact cancelled as well as requesting a copy of the contract.  As of today we have not yet received the contract or a response to the status of cancellation.   Since [redacted] do not have valid proof that the account was cancelled per the contract terms, the account will continue to report as a disputed open collection account.      I strongly encourage [redacted] to contact our office to resolve the defaulted balance.
 
Sincerely,
 
[redacted]
Collections Manager

In Response to the complaint received:
[redacted] purchased a white Maltese on 12-17-14 from [redacted], as he states in his complaint. However, [redacted] entered into a lease agreement (attached), where all details of the lease terms are clearly outlined. The first page of the agreement even...

states:
"Important Information Concerning Your Lease"
All subsequent verbiage/detail in the agreement explicitly spell out the fact that the contract is for a lease, and indicates that the Total of Payments (the amount you will have paid by the end of the Lease) is $5311.40. The agreement also indicates that [redacted] has the option to Buyout of his lease at any time. These details are clearly outlined in item 8. Early Purchase Option and Early Termination. This information was also explained to [redacted] via telephone as recently as 7-2-15. I suggest that [redacted] review the terms of his agreement and contact a Monterey representative toll free at [redacted] to make the necessary arrangements for an Early Purchase, should he choose to do so (which would save him future lease payments).
Regards,
[redacted]
Finance Manager
Monterey Financial Services

In response to the complaint received:
[redacted] signed the attached lease agreement with [redacted] on 4/13/16. Per the terms of the lease agreement she was to make payments of $216.62 starting on 5/20/16. Per clause 19 on the Lease agreement, the lessor intends to assign this...

contract to a third party. [redacted] assigned the lease to Monterey Financial Services and we mailed Ms. [redacted] the attached account assignment notice. Ms. [redacted] made 4 payments to Monterey Financial and then defaulted on her lease agreement after we had attempted to assist her with lowering the payments. Per item 9 of the lease agreement referencing the default clause, the defaulted balance was placed into our Collection agency on 2/16/17. On 5/11/17 we received a cease and desist request from Ms. [redacted] and thus have not attempted to contact her since. The defaulted balance is due and the account will continue to report as a disputed collection account. I strongly encourage Ms. [redacted] to contact our office at 877-775-3091 to set up arrangements to resolve this matter.
Sincerely,
[redacted]
Collections Manager
Monterey Financial Services, LLC

On June 29, 2016 [redacted] placed a defaulted timeshare balance in the amount of $47,250.01 for [redacted].   We mailed out the appropriate initial dunning notice.   On July 11, 2016 [redacted] called our office concerning the debt.   [redacted]...

claimed that the account was cancelled verbally and did not have any written proof of the account being cancelled.
 
We informed [redacted] that per the terms of the promissory note, the member may cancel within 5 days following the execution of the contract by returning all related documentation received to the Member Services Representative and sending s written notice by certified mail, return receipt requested to [redacted].  [redacted] claims that the account was cancelled verbally and that she would never pay on this account.   We marked the account as disputed per FDCPA policy.
 
[redacted] called back on July 13, 2016, still claiming the account was cancelled and that she will send an email with proof of the cancellation.  We then spoke with [redacted] and informed him that we needed proof of cancellation to resolve the account.  On July 15, 2016. [redacted] forwarded an email sent by [redacted] on Novemebr 27, 2012 that stated she was requesting to cancel since they had not sold her other timeshare as of yet.   We informed [redacted] that the email was not confirmation of cancelling the account as it was simply a request to cancel and the request was well outside of the 5 day rescission period.
 
We received a cease and desist request from a legal representative attorney claiming to represent [redacted] on July 28, 2016 and thus will not be contacting [redacted] concerning this matter any further.  That being said, we have requested to verify with our client if the account was in fact cancelled as well as requesting a copy of the contract.  As of today we have not yet received the contract nor a response to the status of cancellation.   Since [redacted] do not have valid proof that the account was cancelled per the contract terms, the account will continue to report as a disputed open collection account.     I strongly encourage [redacted] to contact our office to resolve the defaulted balance.
 
Sincerely,
 
[redacted]
Collections Manager

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We never received a check from our insurance company. Also as a collection agency they have access to the same information we do regarding insurance claims/payments. So they should be able to determine if we received a check or not and should do their job vice putting the burden on us and threatening us for services rendered over 2 yrs ago.Regards,[redacted]

In response to the complaint received:
 
We are grateful [redacted] shed light on potential miscommunication regarding her account, and apologize for any miscommunication she may have experienced with our office. Monterey Financial provides the billing and account services to finance...

providers, such as [redacted].
 
Monterey Financial has been advised that her concerns have since been resolved directly by [redacted] the company through which she holds a lease agreement.  In light of this account and her concerns, we are reviewing this type of agreement and its implications with our staff to ensure they are better prepared to answer future questions.
 
 
[redacted]
Sr. Manager of Finance and Quality Assurance
Monterey Financial

In response to the complaint received:  It should be noted that Monterey is in fact licensed in the State of [redacted] (see attached), contrary to her claim in this complaint. Ms. [redacted] defaulted on a contrast with [redacted] that was opened in October of 2012. This defaulted balance was...

placed with Monterey Collections in October of 2013. The defaulted balance that is due immediately is $5,276.84 (as of today), and Ms. [redacted] may reach a Monterey representative toll-free at 877-775-3091 to make the necessary repayment arrangements. Sincerely, [redacted]Senior Manager of Finance and Quality AssuranceMonterey Financial Services, LLC

In response to the complaint
received:
Mr. [redacted] entered
into a Closed End Consumer Product Lease (Lease#...

[redacted]) with My[redacted]
on September 28, 2017. On that day, the retailer ([redacted] Shop- [redacted])
drafted, and Mr. [redacted] voluntarily entered into this lease.
All My[redacted]
agreements are sent electronically to the email address provided in the consumer’s
application. This is done for the security and protection of the consumers. My[redacted]
provides a courtesy cover page included on all lease agreements. On this cover
page, the consumer must initial next to all critical terms of the lease, such
as the total amount the consumer is financing, amount due to the retailer at
lease signing, the monthly payment amount, the lease period, the total amount
to be paid by the end of the lease term, and the purchase option at the end of
the lease term if the consumer wants to purchase the product at the end of the
lease term. Mr [redacted] initialed next to all areas, including the statement “You
understand that this Agreement is a
lease, not a loan and that you are leasing the product(s)”, indicating
that he understood these terms before entering into the Lease Agreement.  
On September 29, 2017
this lease was assigned to Monterey Financial Services to act as a third party
loan servicer. Monterey sent Mr. [redacted] notification at this time that his
lease had been assigned to Monterey, and outlined his ability to dispute the
validity of the debt. He did not do so. I urge Mr. [redacted] to review the terms
of his lease as it contains an Early Purchase Option, allowing him to purchase
the product prior to the full term of the lease. He can reach a Monterey
representative toll-free at 877-399-6374 with any questions about his lease, assist
him in making payment, and to execute an early purchase, should he choose to do
so.
Sincerely,
 
[redacted]
Senior Manager of
Finance & Quality Assurance
Monterey Financial
Services, LLC

In response to the complaint received: [redacted] did purchase a dog in November of 2015 as he points out in the complaint. He exercised his buyout option of the lease he had entered into, and the account has been closed as paid since March of 2016. The account has also been reported accordingly as a...

paid account as of that date. If [redacted]'s credit report is still reflecting an open balance, Monterey Financial would need to know which bureau is still reporting, and can communicate/correct that information as necessary once we have some further details. As stated, the account has been reported by Monterey as paid since March 2016. I urge [redacted] to contact a Monterey representative toll-free at [redacted] to discuss the necessary details. Sincerely, [redacted]
Senior Manager of Finance & Quality AssuranceMonterey Financial Services, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is my second complaint involving over charging and abusive billing practices. On August 1, 2017, I had filed complaint # [redacted]. During the process of this account, Monterey Financial confirmed that my account was paid in full. The Revdex.com complaint was closed on 9/21/2017. On this date, 9/22/2017, I received an email from Monterey Financial stating that my account was behind and that I needed to contact them. I attempted to contact them on the number they provided. I was redirected to voice mail and nobody has returned my call. At this point, their practices are abusive and possibly fraudulent. I am having to change my checking account information just to ensure that they will not access my account again.I want Monterey Financial to correct my account with all credit reporting agencies in the event that have made attempts to report my account as being behind. I want them to remove my checking account information from their system, to satisfy my account as being paid in full, and to stop contacting me. This account was paid in full. Monterey Financial has already confirmed this and yet they continue to harass me. I would also like this information made public for all potential customers to see so anyone who decides to finance an insulin pump will avoid this company.I have the original complaint and response from Monterey Financial that states the account is paid in full. I have the payment history that states there is a zero outstanding balance. I have the email letter from Monterey Financial, stating that the account is behind "again" and needs to be caught up. This is the second time they have attempted to take money from my checking, without permission.
Regards,
[redacted]

Monterey Collections was hired by the bankruptcy trustee for [redacted] to collect on some of their unpaid balances for services rendered.   Monterey Collections was informed by[redacted] bankruptcy trustee that the patient’s insurance company may have mailed a check to the...

patient to cover the expense for numerous lab tests that were authorized by the patient’s doctor, instead of mailing the payment to [redacted].  Since the check from the insurance for services rendered may have been mailed directly to the patient, the debt remains unpaid and the patient is responsible for the amount of the check received. 
The account was placed with Monterey for the above mentioned unpaid balance and thus we mailed out an initial dunning notice on April 29, 2016 to the patient informing the patient of the unpaid laboratory costs.  [redacted] contacted our office on 05/05/2016 advising that she received our notice and refused to provide any documents to support here claims that she did not receive a check.  We have flagged the account as disputed and submitted to remove the account from her credit report. 
Should [redacted] provide us with the explanation of benefits (EOB) for the service date of August 7, 2013 and if there is no mention of a check being sent to her, then we will cancel the account with no impact on her credit whatsoever.  We are aware of [redacted] policy to assume all risk for any denied tests and are not pursuing her for any balance other than the insurance check amount that she may have received.   If the explanation of benefits confirms that [redacted] received a check, she will be responsible for the amount of the check received that should have been previously forwarded to[redacted]
 
Sincerely,
[redacted]
 Collections Division Supervisor

Revdex.com:
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,
[redacted]

In response to the complaint received:Ms. [redacted] financed furniture through FlexPay as she outlines in her complaint. This contract was assigned to Monterey Financial Services, LLC to act as a third-party servicing agent. In February, Monterey attempted to draft an authorized amount from Ms. [redacted]’s...

account, and was notified by her bank that there were insufficient funds to cover the authorized amount. I apologize for anu miscommunication between Ms. [redacted] and any representative of Monterey. Ms. [redacted] was contacted by the Loan Servicing Supervisor this morning at 11:57am PST, and has resolved Ms. [redacted]’s concerns while setting up payment arrangements to satisfy her loan. Should she have any additional questions or concerns, she may reach our Loan Servicing Department toll-free at 877-775-3080. Sincerely,
[redacted]Senior Manager of Finance & Quality AssuranceMonterey Financial Services, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11974562, and find that this resolution would be satisfactory to me. as long as this mistake does come off my credit report!  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

In response to the complaint
received:
Ms. [redacted] entered
into a Closed End Consumer Product Lease (Lease# [redacted])...

with [redacted]
Lending on October 20, 2016 (copy of lease attached). On that day, the retailer
(Buy & Save 2) drafted, and Ms. [redacted] voluntarily entered into this
lease.
All [redacted] Lending
agreements are sent electronically to the email address provided in the consumer’s
application. This is done for the security and protection of the consumers.
[redacted] provides a courtesy cover page included on all lease agreements. On
this cover page, the consumer must initial next to all critical terms of the
lease, such as the total amount the consumer is financing, amount due to the
retailer at lease signing, the monthly payment amount, the lease period, the
total amount to be paid by the end of the lease term, and the purchase option
at the end of the lease term if the consumer wants to purchase the product at
the end of the lease term. Ms. [redacted] initialed next to all areas, including
the “total amount you will have paid by the end of this lease”, indicating that
she understood these terms before entering into the Lease Agreement.  
On October 24, 2016 this
lease was assigned to Monterey Financial Services to act as a third party loan
servicer. Monterey sent Ms. [redacted] notification at this time that her lease
had been assigned to Monterey, and outlined her ability to dispute the validity
of the debt. She did not do so. On the contrary, Monterey representatives spoke
to Ms. [redacted] on several occasions after her account became delinquent where
she indicated she could not afford to make the payments. After making no
payments as outlined in her lease the lease was deemed uncollectible in March,
2017 and placed with Monterey Collection Services due to the default of the
lease, where the applicable fees were added to the defaulted balance.
It should be noted that a
Monterey Collections representative recently explained the facts above to Ms.
[redacted] as recently as May 8, 2017 at 1:24pm PST, and even offered Ms.
[redacted] a settlement offer well below the contractual defaulted balance &
applicable fees. She failed to accept this offer. Due to the facts outlined
above, the balance will remain in collections and report accordingly, as an
open, disputed collection item. I urge Ms. [redacted] to contact our office
today at 877-775-3091 to make the necessary arrangements to satisfy her
obligation to her defaulted lease.
Sincerely,
 
[redacted]
Senior Manager of
Finance & Quality Assurance
Monterey Financial
Services, LLC

In Response to the complaint received:
[redacted] entered into a contract with [redacted] on 9-4-14 (contract attached). The terms of [redacted]'s financing are clearly outlined in the contract she entered into, with an amount financed of $3846.15 over 48 months at an APR of 29.9%. The...

Agreement also clearly outlines the fact that the account would be assigned to Monterey Financial Services under the Notice of Intent to Assign section of the contract.  
[redacted] has been habitually late on her payments since the inception of her loan, and representatives have followed up with her in effort to bring her account in to good standing. I apologize if [redacted] feels she has been treated in an unfair manner, but her loan is currently past due for the July & August payment, and efforts have been made by Monterey representatives to work out a payment plan to resolve her delinquency. Her account will be reporting as a delinquent account accordingly, until she has made the necessary arrangements to satisfy her obligation to the contractual terms of the attached contract. She may reach a Monterey Representative toll-free at 877-399-6374 to discuss the matter and a resolution in further detail.
Sincerely
[redacted]
Finance Manager
Monterey Financial Services Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have provided Monterey Collections with the documentation and to date have not heard anything nor has my credit been restored. I provided the EOB from [redacted] from August 7, 2013.  Patient responsibility is $0.00.  Further information was requested by the insurance company and was never provided. I did not receive a check for this service. Regards,[redacted]

I am late on a couple of payments so I called Monterey Financial Services yesterday and one of the representatives was very adamant on changing how much I was going to pay after numerous times telling her no she said she had to do it anyways I don't know if she did change it or not yet because it...

hasn't cleared through my bank

information requested in order to continue claim #[redacted] with Revdex.com.Sincerely[redacted]

Additional information which may prove useful. Making sure that account: [redacted] is [redacted] and that [redacted] is ACTIVE.I was charged $145.06 for both accounts and was told two different time frames for this refund. The most recent following, I...

was told to expect the refund today 11/29/17. I need to make sure this is being handled.