Credit Central

RE: Complaint # [redacted] vsCredit Central of [redacted] , TX Dear Ms [redacted] : Regarding the above referenced complaint, I have thoroughly investigated Ms [redacted] complaintAttached is a statement from, [redacted] District SupervisorShould you have any questions, please feel free to contact me at ###-###-####, extension *** [redacted] Senior Vice President TO: [redacted] FROM: [redacted] DATE: October 12, RE: STATEMENT This statement is in regards to the Revdex.com customer complaint from [redacted] ***On September 17, 2015, Ms [redacted] indicates that she sent in a check that was lost in the mail and that she had some form of communication with the branch that would indicate that we would not post the paymentBased on our records any form of communication with Credit Central employees does not indicate that this request was put into playThere was no indication that an attempt was made to contact the branch to have the check not posted to the accountMs [redacted] indicated that this took place in JulyThat check would have been returned back to the customer or deliveredThe posting of this payment has taken place in SeptemberMs [redacted] has indicated she incurred some additional fees due to the processing of paymentOn September 17, 2015, I called Ms [redacted] and I called my Vice President, [redacted] ***, to make him aware of what was going onI left her a message with my phone number and did not get a phone call backSince I did not receive a call back, I assumed that Ms [redacted] understood and that everything was taken care ofWhen I received the complaint from the Revdex.com, I called Ms [redacted] on September 25, 2015, and spoke to with her to find that she was not happy about not being reimbursed the two insufficient fund fees and that we did not write the letter of error for herI explained to her that since there were no notes on her check for us not to post the check, when we received the check in the mail the manager posted the check to Ms [redacted] accountI explained to Ms [redacted] that once we receive payments by mail we post them immediately and that since Ms [redacted] mailed out a check to our company with the purpose of making her payment, this is what took placeAs Ms [redacted] is a great customer and we want to make certain that she is satisfied, I would love to accommodate her despite the circumstanceI have made several attempts to make contact with Ms***We will be glad to work out a satisfying resolution of Ms [redacted] will contact mePlease feel free to call with any questions or concerns you may have

July 6, Ms [redacted] Revdex.com Corporate Office La Posada Drive Austin, TX RE: Complaint # [redacted] vsCredit Central of Kingsville, TX Dear Ms [redacted] : Regarding the above referenced complaint, I have thoroughly investigated Ms [redacted] 's complaintAttached is a statement from, [redacted] , District SupervisorShould you have any questions, please feel free to contact me at [redacted] , extension This statement is in regards to Revdex.com customer complaint from [redacted] .On June 14, 2015, customer [redacted] indicates she was harassed by manager and assistant managerWhen I spoke to the customer on 6/15/16, she told me that she had spoken with the manager ( [redacted] ) and made arrangements with himAnd, that she did not have a problem with him ( [redacted] )The next day she received a call from the assistant manager [redacted] Herrera and she said that she told [redacted] (assistant manager) that she already made arrangements with the manager [redacted] .I apologized and explained to Ms [redacted] that at the time there was a real bad storm that passed through Kingsville, TX, and the power was out and phone lines were down from 6/1­6/3/16, and the manager was not able to put in any notes into our computer system, receive any calls, or make any phone calls due the phone lines being downAnd the assistant manager ( [redacted] ) was in Corpus Christi, TX working out of that branchMs [redacted] was understanding and also said that her place of employment was literally right next door, and her power was off as well, due to the bad storm.Customer [redacted] also stated that she tried speaking with them to make payment arrangements until her next payday- When I spoke to Ms [redacted] I asked her when she was going in, so that we can assist her with her paymentShe told me they worked with her and manager ( [redacted] ) worked with her on her payment due to the storm, most of Kingsville electricity was off, and she was not able to pull money from ATMAfter, reviewing her account I did see that the manager made several payment arrangements with [redacted] .Customer [redacted] also stated harassing her references- When speaking with Ms [redacted] she told me that she did not want us contacting her referencesAfter reviewing Ms [redacted] 's account based on our records we called her reference on time, and we have alerted the account so that references will not be contacted any longerJuly 6, Page of 2As discussed with Mrs [redacted] we will honor her request not to make contact with her referencesIt appears there has been some back and forth discussion that have led to this customer complaintI have discussed this with our Manger and identified the lack of communication amongst one another, based on customer complaint, it is not within our "Credit Central Culture" and this is not the response that would be expected of a Credit Central employeeReviewed and discussed with Employees how this would be expected to be taken care of, if any future discussion of this nature would take place

For the records this is to advise you that I have spoken with [redacted] by phone on Friday March 14th and we discussed his concerns regarding the alleged harassment by our [redacted] [redacted] and I also discussed the events that happened on March 6th and 13th where on both occasions he was placed on hold for an extended period of time without receiving the information he requested on his account or the number where he could reach the supervisor In our conversation, I assured [redacted] that it is not our intention to treat our customers in the manner he was professing or forcing any customer to payAll employees are instructed that the phone number to the district supervisor or corporate office upon request by a customer should always be providedI apologized for our [redacted] not returning his call in a timely manner and I assured [redacted] that when he calls the office in the future regardless of who takes care of the call he would be treated in a professional & respectful mannerWe also discussed the important of making his payments on time or working out suitable arrangements with the [redacted] I asked [redacted] if I had addressed all his concerns with our company and he stated yesHe stated all he wanted was to be heard or for someone to listen to himThis complaint is considered resolved Should you have any questions, feel free to contact me at [redacted] ***