Coalhurst Grocery

This is to acknowledge your concern about the payment you made on We received a payment of $3,via our phone pay service (subject to the $5.00convenience fee, to post $3,361.09) on after our payment posting schedule for the day, thereby it will post to your account on (the next business day)This posting schedule was mentioned to you when we recorded the payment & prominently posted in our website.However, that’s not the issue with the paymentThe service representative inadvertently quoted you the incorrect payoff The principal balance of the loan before you called in your payment is $3,469.64, plus accrued interest of $and a late charge of $The payoff for your loan on 05-**-(good for 05-**-2015) is $3,568.92; your payment of $3,is $shortAs soon as the supervisor noticed the error, we called you immediately to inform youThe difference in theamount is not caused by the posting schedule but an agent error in calculating & colleting the payoff amountIn our efforts to correct the issue, we are willing to waive the late fee of $and phone pay fee of $when you call to complete the pay-off, therefore your principal balance remaining is $Please call our office so we can close your account with this amount, we will not add additional interest to this amount.We apologize for the inconvenience but we hope we can resolve this issueAttached is a copy of your account card to show the payment history of the account

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The representative charged me the pay off amount on Friday, but wanted to charge me for extra days which I should not be responsible forAlso I made inquiries about why so much money was going toward the interest and not the principal of the carThe representative could not give me an answer and said she would call me back and didn'tInstead when I call back I got attitude and she still couldn't answer That's why I decided to pay the car off quickly and now they are asking me to pay another fee after the payoff amountThis is not fair and I shouldn't be responsible In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

*** ***,I hope the explanation I provided you yesterday, 05/**/was sufficientI guess this complaint was re-posted before we spokeAs it appeared you understood the calculations since you settled the account this morning after we waive the late fee & the convenience feeWe apologize for the inconvenience.Very truly yours,*** ***

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 and the matter has been resolved
Sincerely,
*** ***

We apologize for the inconvenienceSeveral statements were mailed to your address; unfortunately they were not receivedIt's our policy not to email any customer information in fear of identity theft since e-mails are not verifiableWe do this for your protectionNevertheless, since there seems
to issues with mail delivery to your address; one of the managers made an exemption and sent the information to you today via email

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 and the matter has been resolved.I do however recommend that customer service be made a priority at Dependable Credit Corp. No one within the company should suggest that the employee's time is in any way more valuable than the customer whom had requested a statement for over two months. Also, misleading a customer is not the most ideal action to take when distrust in Dependable Credit Corp had been explicitly expressed by the customer. Communication is key in ANY relationship especially those created by Dependable Credit Corp...or isn't that what encourage on your website. Perhaps a group training course on professionalism and properly communicating with clients would be great investment for your firm. 
Sincerely,
[redacted]

Your vehicle was repossessed due to various reasons; non-payment; last payment received was 05/**/2015 to pay for your 04/** installment making your account past due for 05-**, 06-** and 07-** payment coming due; unable to contact you and when we did you made promises to pay which were broken;...

customer information were obsolete and needed updating. Thereby repossessing your vehicle was our only alternative to secure our interest.The vehicle was repossessed on 07-**-2015 at 12:35 AM by Citi Towing; on that same morning when our offices opened; we spoke to you and inform you of what was needed to redeem your vehicle; you need to make your account current by paying all delinquent payments and repossession charges; provide us with new contact information and proof of income; provide key to the repossession company so that they can prepare the vehicle for redemption; and as it turned out; you're vehicle needed new registration as the police department took the plates that were on the car due to expired registration. Moreover, the co-buyer on record needed persuading to release the vehicle to you since she will still be liable for the loan until it is completely paid-off.As of today; 07-**-2015; we received all the documents for your proof of income and the delinquent payments were received from [redacted] on 07-**-2015; the vehicle is ready for pick-up at the repossession company once you provide proof that the vehicle is registered and pay for all repossession costs directly to the repossession company.All the above information were relayed to you on a timely & professional manner. We anticipate going forward that you abide with the stipulations of our contract until the loan is fully satisfied so that you may be relieved of any inconvenience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The representative charged me the pay off amount on Friday, but wanted to charge me for 3 extra days which I should not be responsible for. Also  I made inquiries about why so much money was going toward the interest and not the principal of the car. The representative could not give me an answer and said she would call me back and didn't. Instead when I call back I  got attitude and she still couldn't answer.  That's why I decided to pay the car off quickly and now they are asking me to pay another fee after the payoff amount. This is not fair and I shouldn't be responsible. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This customer made the same complaint with CFPB to which we responses the following:Attached is the current pay-off & account card for your loan. As it stands today (payoff good for 09-**-2016) your payoff balance is $9,376.87 with a per day interest of $4.93. Your account is open for 08-**-2016...

payment with a past due amount of $765.80. The last good payment we received from you was on 08-**-2016. Since then you've made three payments which were all returned; twice for unable to locate your bank account & non-sufficient funds. Please be advised that in total you made 20 payments of which 13 were returned due to unable to locate account, non-sufficient funds, uncollected funds & non-authorized transaction. All these payments were initiated by you through our web payment service; any incorrect information you enter about your bank account number will return your payments. As per our disclosures on our website & the welcome letter; each returned check will be charged a $20.00 fee. The information provided to the dealer you were working with to trade-in your vehicle on 09-**-2016 was accurate; no misinformation was provided. Payoff amounts are calculated based on all payments received & posted any promised payments do not reduce the pay-off balance. In your case; a payment was posted on 09-**-2016 (which consequently was returned for unable to locate account); so when you called for a payoff on 09-**-2016; the payoff the dealer was provided on 09-**-2016 doesn't reflect the 09-**-2016 payment; therefore there's a difference on the 2 payoff amounts. Your account can be paid off at any time without pre-payment penalty, so if you want to pay-off your loan please remit the amount on the payoff worksheet attached; the payoff amount is good until 09-**-2016; please add daily interest of $4.93 any over-payment will be refunded to you. Attached also is a copy of the payoff letter provided to the dealer on 09-**-2016 and your current account card showing the transactions in your account. We are also attaching copies of the returned web payment we received from your bank.

This is to acknowledge your concern about the payment you made on 05/**/2015. We received a payment of $3,366.09 via our phone pay service (subject to the $5.00convenience fee, to post $3,361.09) on 05/**/2015 after our payment posting schedule for the day, thereby it will post to your account on...

05/**/2015 (the next business day). This posting schedule was mentioned to you when we recorded the payment & prominently posted in our website.However, that’s not the issue with the payment. The service representative inadvertently quoted you the incorrect payoff.  The principal balance of the loan before you called in your payment is $3,469.64, plus accrued interest of $73.38 and a late charge of $25.90. The payoff for your loan on 05-**-2015 (good for 05-**-2015) is $3,568.92; your payment of $3,361.09 is $207.83 short. As soon as the supervisor noticed the error, we called you immediately to inform you. The difference in theamount is not caused by the posting schedule but an agent error in calculating & colleting the payoff amount. In our efforts to correct the issue, we are willing to waive the late fee of $25.90 and phone pay fee of $5.00 when you call to complete the pay-off, therefore your principal balance remaining is $181.93. Please call our office so we can close your account with this amount, we will not add additional interest to this amount.We apologize for the inconvenience but we hope we can resolve this issue. Attached is a copy of your account card to show the payment history of the account.