Concord Servicing Corporation

Our response has been submitted to the Revdex.com portal.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID 11627541, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

 
Revdex.comDan W[redacted]  **  [redacted]

08/13/2016

Dear Dan W[redacted]

This message is in regard to a complaint submitted to the Revdex.com about your business on 8/11/2016 by [redacted] . This complaint was assigned ID [redacted]

This complaint has been closed as resolved.

If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.

Regards,

Yesenia Villegas

Your Revdex.comMESSAGE: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

To Whom it may concern:

We are in receipt of the above-caption complaint, submitted by [redacted]. Please consider this Concord Servicing Corporation’s (hereinafter “Concord”) formal response.

Please know that Concord is a completely independent, third party billing,...

payment processing and collection agency for [redacted]. Concord offers collection services to its clients within the guidelines of all state and federal laws and regulations.

On or around January 28, 2014, Concord received correspondence from [redacted] disputing the validity of the obligation on Concord’s system. At that time, we coded the account as disputed and sent a request to [redacted] to verify the account was still valid. On March 12, 2014, Concord received instruction from [redacted] that the account was valid and to continue collections efforts. This validation was forwarded to [redacted]’s [redacted] address we have on file.

In August, 2014, Concord received notice from [redacted] to cancel the account in our system as a “voluntary surrender.” In light of this information, Concord will instruct the credit reporting agencies in our next transmission to delete the data furnished regarding this account.

If you need any further information or would like to discuss this matter in further detail, please call me at my direct dial phone number, ([redacted]) [redacted].

Yours truly,

Contact Center Manager 

([redacted]) [redacted]

We are in receipt of the above-caption complaint, submitted by [redacted], owner at [redacted] - [redacted]. Please consider this Concord Servicing Corporation's (hereinafter "Concord") formal response.Please know that Concord is a completely independent company from...

[redacted], and performs third party billing, payment processing and collections for several clients, including [redacted]. Concord offers collection services to its clients within the guidelines of all state and federal laws and regulations.On January 6, 2014, Concord loaded Ms. [redacted]'s account on our system with an expected down payment due date of March 2, 2014. Per [redacted]'s instructions, Concord would not bring Ms. [redacted]'s account live in our system until the down payment was received. Our records indicate this was completed on May 28, 2014. Once this was completed, we activated the account in our system, sent a welcome letter to Ms. [redacted] and ordered coupon books for her. Our records also indicate that Ms. [redacted]'s first installment was due on May I, 2014 according to her cont ractual agreement with [redacted]. Because of the delay in the down payment, the account reflected a past due status when it was brought live into our system. To ensure the accuracy of our records, we have requested copies of Ms. [redacted]'s signed contract, installment payment instructions and clarification of down payment dates. Unfortunately, due to the  devastating events of Hurricane Odile, we have not received those documents or the clarification we have requested and do not anticipate receiving them before this complaint response is due. Therefore, out of an abundance of caution and as an accommodation to Ms. [redacted], Concord will instruct the credit reporting agencies in our next transmission to delete the negative information on Ms. [redacted]'s account.Finally, Ms. [redacted] has been in contact with our Customer Service department and we will continue to work with her to clarify payment dates and contract dates to ensure our records are factually correct.We will communicate with her once we have received the information requested from [redacted].If you need any further information or would like to discuss this matter in further detail, please call me at my direct dial phone number, [redacted].

Dear Dispute Resolution Consultant:We are in receipt of the above-caption complaint, submitted by [redacted], owner at [redacted]. Please consider this Concord Servicing Corporation's (hereinafter "Concord") formal response.Please know that Concord is a...

completely independent, third party billing, payment processing and collection agency for [redacted]. Concord offers collection services to its clients within the guidelines of all state and federal laws and regulations.On 10/24/2014, Concord mailed an annual maintenance statement to Ms. [redacted] with a due date of 1/1/2015. This statement (copy included) included a $299 line item for a hurricane damage assessment. In the attached cover letter from [redacted], the owners of the resort were advised this assessment was voluntary. The information below is a timeline of events and a summary of recorded telephone conversations between Concord and Ms. [redacted]:On 12/5/2014, Ms. [redacted] contacted Concord to change her mailing address. During that conversation, there was no discussion regarding the hurricane assessment or the annual dues. On 1/31/2015, at the instruction of [redacted], Concord removed the $299 hurricane assessment from owners who chose not to pay the assessment. Ms. [redacted]'s account was part of that process - please see the attached account history.On 2/2/2015, Concord sent a reminder letter to Ms. [redacted], advising her of the status of her account.On 2/13/2015, a Concord collections representative contacted Ms. [redacted] to remind her of the status of her account and to advise if she made a payment, she would avoid the $50 late fee that was about to be assessed to her account. During this call, Ms. [redacted] indicated she was interested in sel ling her timeshare. Since Concord is not involved in the purchase or sale of timeshares, the representative gave her the phone number to the resort to discuss her options with the resort. The representative also advised Ms. [redacted], per instructions from Hacienda Encantada, her account would need to be current in order for a sale of her timeshare to go through. Ms. [redacted] inquired about the hurricane assessment and the representative advised her he was only speaking about the $925 annual maintenance dues that were past due. He advised Ms. [redacted] the hurricane assessment was optional. Ms. [redacted] indicated she did not want to make a payment on her account at that time and the representative advised her that collection calls would continue.On 3/2/2015, a second Concord collections representative contacted Ms. [redacted] and advised that her account was past due for the $925 annual maintenance dues. Ms. [redacted] advised the representative that she would not be using the timeshare in 2015 and she would not be making her annual payment for another couple months. The representative advised that collection calls would continue.On 3/13/2015, Ms. [redacted] contacted Concord for a balance on her loan account and to confirm Concord had her current address. The customer service representative informed Ms. [redacted] about the status of her maintenance account and she indicated she had mentioned to the collections representative she would be making her payment in June. On 4/3/2015, Concord sent a reminder notice (copy included) advising the account was in serious default and in order to avoid any further collection activity, to mail in a payment or contact Concord to make payment arrangements. Several additional attempts were made through the month of April to contact Ms. [redacted] by phone.On 7/10/2015, at the instruction of [redacted], Ms. [redacted]'s maintenance account was placed with [redacted] Recovery. Once an account is placed with [redacted] Recovery, Concord's collection and customer service representatives are no longer allowed to assist on the account and all calls rece ived are to be directed to [redacted] Recovery.Ms. [redacted]'s desired settlement is for [redacted] Recovery collect ion fees and late fees to be refunded. [redacted] Recovery co llection fees are not negotiable and will not be refunded. In regards to the late fees assessed on Ms. [redacted]'s account, once her account has been brought current with Blackwell Recovery and returned to Concord, we would be happy to discuss her options regarding a possible refund of late charges.If you need any further information or would like to discuss this matter in further detail, please call me at my direct dial phone number, ###-###-####.

We are in receipt of the above-caption complaint, submitted by [redacted] owner at [redacted] -[redacted]. Please consider this Concord Servicing Corporation' s (hereinafter "Concord") form al response. 

Please know that Concord (dba Blackwell Recovery) is an independent, third party...

collection agency for [redacted]. Blackwell Recovery offers collection services to its clients within the guidelines of all state and federal laws and regulations. 

Ms. [redacted]'s desired settlement is a refund of the collection fees assessed by Blackwell Recovery. We respectfully decline Ms. [redacted]'s request based on the following facts as we understand them: 

• Our client provided correspondence to Ms. [redacted] advising of the past due amount and potential placement with a collection agency 

• Our client placed Ms. [redacted]'s account with Blackwell Recovery as a default obligation 

• Collection fees assessed by Blackwell Recovery are allowable under all applicable state laws and regulations 

If you need any further information or would like to discuss this matter in further detail, please call me at my direct dial phone number, ###-###-####. 

Yours truly, [redacted]

Contact Center Manager 

###-###-####

Dear Dispute Resolution Consultant:We are in receipt of the above-caption complaint, submitted by [redacted], owner at [redacted]. Please consider this Concord Servicing Corporation's (hereinafter "Concord") formal response.Please know that Concord is a...

completely independent, third party billing, payment processing and collection agency for [redacted]. Concord offers collection services to its clients within the guidelines of all state and federal laws and regulations.We appreciate Ms. [redacted] bringing this issue to our attention. When Concord loaded Ms. [redacted]'s account onto our system in November, 2014, a set of fees were provided to us from [redacted]. One of these fees is assessed to certain [redacted] Fie sta owners once every five years (a "quinquennial" fee). On 8/19/2015, [redacted] confirmed this fee was incorrectly placed on Ms. [redacted]'s account. We regret the error and apologize for any inconvenience this has caused Ms. [redacted]. The fee and all related late charges have been removed and the account has been reset in our system so it will no longer receive this recurring fee. A copy of Ms. [redacted]'s account ledger indicating these changes is included in our response. Additionally, no data from either Concord or Blackwell Recovery has ever been furnished to the creditreporting agencies regarding Ms. [redacted]'s account.Our investigation into this issue has allowed us to identify a gap in our procedures. This issue should have been resolved in 2014 when Ms. [redacted] first brought it to our attention. This type of activity does not align with Concord's values; we take great pride in providing world-class service to our clients and their owners. We have adjusted our procedures to ensure this issue does not happen again and we have taken the appropriate measures to coach and train the employees involved. While Ms. [redacted]'s account has been reset in our system, we will continue to monitor it through the 2016 billing cycle to ensure no additional charges related to the quinquennial fee are included.If you need any further information or would like to discuss this matter in further detail, please call me at my direct dial phone number, ###-###-####.

I have reviewed the response sent in reference to complaint ID [redacted], and find that this resolution will be satisfactory to me contingent upon written confirmation that the $70 late fee has also been removed from the attached collection notice from Concord's collection division Blackwell Recovery. I will consider this complaint resolved as long as I receive this written confirmation and remain unreported to any credit agencies.Regards,[redacted]

Good morning Ms. [redacted]:

After reviewing [redacted]'s rebuttal, I have attached copies of our original complaint response and subsequent correspondence to Shannon. I would like to direct your attention to specific information in both letters. (I highlighted them for your convenience) I believe these actions fully satisfy [redacted] request to delete the data submitted to the credit reporting agencies. For clarification, the term "voluntary surrender" is an internal term used to code the account in our system and does not affect the credit reporting action we have taken. 

Our file was submitted to the agencies on 11/7/2014; the bureaus typically take 7-10 days to process the data and load the changes to [redacted] credit report.

Please feel free to contact me if you have any additional questions or concerns.

Concord

[redacted]

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,

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.

Regards,

[redacted] Not good enough.I should get more than,,"We are sorry".I feel for harassment at place of employment Concord should Pay off this loan.

Please see attached response.

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 until for the business to perform this action and, if it does, will consider this complaint resolved. I do want to make sure that they will completely remove all account information regarding [redacted] and Concord from all three credit reporting agencies.

Regards,

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 until for the business to perform this action and, if it does, will consider this...

complaint resolved.

Regards,

Attn. Dispute Resolution Consultant Revdex.com4428 North 1ih StreetPhoenix, Arizona 85014RE: COMPLAINT No.: #[redacted]COMPLAINANT: [redacted]...

[redacted]OUR ACCOUNT No.: #[redacted]March 8, 2016Dear Conciliation & Engagement Specialist:We are in receipt of the above-caption complaint, submitted by [redacted], owner at [redacted] Condo Association. Thank you for bringing this matter to our attention. Please consider this Concord Servicing Corporation's (hereinafter "Concord") forma lresponse.Please know that Concord is a complete ly independent, third party billing, payment processing and collection agency for [redacted]. Concord offers collection services under the dba Blackwell Recovery to its clients within the guidelines of all state and federa l laws and regulations.On 2/5/2016, [redacted] placed Mr. [redacted]'s account with Blackwell Recovery and on that day, Blackwell mailed a first notice letter to Mr. [redacted]. On subsequent days, Blackwell attempted to speak with Mr. [redacted] via telephone. On 2/10/2016, Blackwell spoke with Catherine [redacted] who indicated they had mailed a check two days prior and then disconnected the call. On 2/12/2016, a payment was received and processed in the amount of $905.37. This amount does not cover the entire amount due on Mr. [redacted]'s account with Blackwell.The fees assessed by Blackwell are permitted by Mr. [redacted]'s contract with [redacted] and state law. We respectfully disagree with Mr. [redacted]'s assessment that Blackwell did nothing to recover the balance due and the fees are not negotiable. However, Blackwell does have discretion to waive late charges; we encourage Mr. [redacted] to contact Blackwell to discuss his options to resolve his account.If you need any further information or would like to discuss this matter in further detail, please call meat my direct dial phone number, [redacted].Yours truly, Daniel [redacted]Contact Center Manager[redacted]

We are in receipt of the above-caption complaint, submitted by [redacted]. [redacted]. Please consider this Concord Servicing Corporation's (hereinafter "Concord" ) formal response.Please know that Concord is a completely independent, third party billing, payment processing and collection...

agency for National Bear Hill Trust, owner of Ms. [redacted]'s home improvement loan. Concord offers collection services to its clients within the guidelines of all state and federal laws and regulations. After reviewing Ms. [redacted]'s concerns, we have identified two items within Concord's ownership: timeliness of the monthly statement and contacting Ms. [redacted] at her place of employment. Concord has been in contact with Ms. [redacted] regarding these concerns. Unfortunately. Concord experienced a system issue that delayed the production of Ms. [redacted]'s monthly statement. That problem has been rectified; on review of the account today, Ms. [redacted]'s statement for September has already been generated. We are confident the problem has been resolved and sincerely apologize for any inconvenience this may have caused Ms. [redacted]. Concord does provide additional payment options for Ms. [redacted] should she choose to take advantage of them. We offer: payments that automatically draft on her due date each month, a 24-hour website and phone system where she can make her monthly payment without having to mail a physical check each month, or email statements that are sent to her electronically each month. In addition, we accept "bill-pay" payments that are automatically sent by Ms. [redacted]'s bank each month. We would be happy to assist Ms. [redacted] should she choose to utilize one of these payment options.In regards to contacting Ms. [redacted] at her place of employment, as soon as Concord was notified that she could not receive calls at work, we removed that contact number from our system and placed a note on her account indicating we do not have permission to contact her at work.The interest rate on Ms. [redacted]'s loan was set at the time she signed her contract (please see attached). However, National Bear Hill Trust does offer a loan modification option. If Ms. [redacted] is interested in this option, she is encouraged to contact our customer service department to see if she qualifies. Our customer service number is ###-###-#### (M-TH 6 AM-6PM MST and Fri 6 AM-S PM MST). Finally, per the attached loan documents, this loan is a valid obligation Ms. [redacted] contractually agreed to when she signed them. We politely decline Ms. [redacted]'s offer for Concord to payoff her loan. If you need any further information or would like to discuss this matter in further detail, please call me at my direct dial phone number, ###-###-####.

We are in receipt of the above-caption complaint, submitted by [redacted]. Please consider this Concord Servicing Corporation's (hereinafter "Concord") formal response.Please know that Concord is a completely independent, third party billing, payment processing and collection...

agency for [redacted]. Concord offers collection services to its clients within the guidelines of all state and federal laws and regulations.After our initial phone contact with Mr. [redacted] on 3/30/2015. we notified the credit reporting agencies that Mr. [redacted]'s account in our system was in a "disputed" status and we sent a request to [redacted] to verify the account information in our system; on 4/6/2015, [redacted] indicated Mr. [redacted]'s account should be cancelled in our system. On 4/20/2015, Concord received instructions from [redacted] to delete the credit report ing regarding this account and Concord coded the account to be deleted on our next transmission to the cred it reporting agencies. A letter (attached) was systemgenerated to Mr. [redacted] on 4/24/2015 indicating Concord would be removing the credit reporting on our next transmission. However, after reviewing Mr. [redacted]'s complaint, Concord felt it would be appropriate to expedite the removal of the credit reporting information and instructions were submitted to the agencies; we anticipate the information should be removed within the next 72 hours. If you or Mr. [redacted] need any further information or would like to discuss this matter in further detail, please call me at my direct dial phone number, ###-###-####.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID 11627541, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

 
Revdex.comDan W[redacted]

[redacted]  **  [redacted]

08/13/2016

Dear Dan W[redacted]

This message is in regard to a complaint submitted to the Revdex.com about your business on 8/11/2016 by [redacted] . This complaint was assigned ID [redacted]

This complaint has been closed as resolved.

If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.

Regards,

Yesenia Villegas

Your Revdex.comMESSAGE: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

We are in receipt of the above-caption complaint, submitted by [redacted], owner at [redacted] at [redacted]. Please consider this Concord Servicing  Corporation's (hereinafter "Concord") formal response.Please know that Concord. doing business as [redacted], is a...

completely independent, third party collection agency for [redacted]. [redacted] offers collection services to its clients within the guidelines of all state and federal laws and regulations.Prior to their accounts being placed with [redacted], [redacted] owners are notified of any delinquencies and of [redacted]'s intent to place the account with an agency. Additionally, all fees assessed by [redacted] are congruent with the contract Mr. [redacted] signed with [redacted]. Since Mr. [redacted]'s desired settlement includes a request to cease contact with him, [redacted] has coded his account in our system to cease collection efforts and we will be returning the account back to [redacted]. In regards to credit reporting, no information had been provided to the credit reporting agencies prior to Mr. [redacted]'s complaint. Mr. [redacted] should work with [redacted] to resolve his account.If you need any further information or would like to discuss this matter in further detail, please call me at my direct dial phone number, ###-###-####.

On February 5, 2016 Blackwell Recovery placed us in collections.  On February 16, 2016 we received the notice (dated 2/5/16) from Blackwell Recovery stating the amount owed and that we were in collections. There was 11 days between the date we went into collections and the date we found out we were actually in collections.  I contacted Blackwell Recovery the same day (2/16/16) to try and resolve this concern (asked them to waive the charge as I did not feel they did anything to recover this amount). They stated they spoke to my wife on 2/10/16. we did not know we were in collections until we received the notice from Blackwell Recovery on 2/16/16.  Blackwell Recovery also called me on 2/22/16, at which time I asked them to waive (response from Blackwell states they have the discretion to waive late charges) the charge of $353.09.  The person I spoke to indicated they would not waive the charge. Since we paid the original amount owed to [redacted] before they ([redacted]) told us it was due, we never realized we were in collections until Blackwell contacted us, so we never took the matter real seriously.  Told them we paid and thought that would be it.  The mail delayed the payment getting there, and we will not know how long it sat on someone's desk before the payment was opened?  We have tried to be reasonable with Blackwell, but they do not want to accept our payment which was only days late.