Credit One

Review: On Friday, June 28, 2013 my son and I placed a call to '[redacted]" at Veros Credit regarding my son's car that was repossessed. At that time [redacted] told my son and I that he could get his car if he paid the amount that was due at that time and they would place the upcoming payment for July on the backend of his account. We came up with the money and today, July 10, 2013, my son tried to make the payment for his car. [redacted] told him he now had to pay $2056.97 which is way above the round or about $1600 she told him he needed to pay when we spoke to her last week. My son conferenced me in to the call and [redacted] denied that she had told us that they would place the July payment on the backend of his account. I asked to speak to a manager and [redacted] told me that he was not available and he is only available if the problem could not be resolved. I insisted that we speak to the manager and she refused to allow us to speak to the manager. I asked her for the managers name and she refused to give me his name. At that time she told my son that she would no longer talk to me and HUNG UP the phone. No only did she tell a blatant lie by denying that she had told my son and me that she would put the July payment on the backend of the loan, but also disrespected my son, their consumer and me as his representative by hanging up on us because she didn't want to resolve the problem or give us the opportunity to challenge her by speaking with her supervisor, the manager.In addition she also told us today that "IF" they added the July payment to the backend of the loan that there would be a penalty (which she had to look up) of $128 which was not mentioned on June 28. I feel that she purposely is making it more difficult for my son to get his car while being totally disrespectful to him and me. Each time my son speaks to [redacted] she comes up with a different figure making it more and more difficult for him to get his car.Desired Settlement: See Complaint Text

Business

Response:

Dear Complaint Department:This communication is in response to a Revdex.com (“Revdex.com”) complaint filed on July 10, 2013, by [redacted] with the following complaint ID#: [redacted]. Veros Credit and Credit One Corporation are two separate and distinct entities. However, Veros Credit purchased certain accounts from Credit One and has been requested by the Revdex.com to provide responses to complaints on Credit One's behalf.Veros Credit strives to provide excellent customer service to its customers. Upon receipt of the details of your concern, the Compliance Department began its effort to resolve this matter. Unfortunately, Veros Credit representatives were unsuccessful in identifying the motor vehicle retail installment contract associated with this complaint due to the fact that Ms. [redacted] is not a customer of Veros Credit.Please do not hesitate to contact Veros Credit at the number stated above if you would like the Compliance Department to re-open our investigation or have any questions or comments as to the foregoing. Thank you for taking the time to contact Veros Credit.Sincerely,Veros Credit, LLC

Review: On 05-10-13 I called into Veros Credit customer line at [redacted] at 1:05pm. I was trying to find information on account [redacted]. I spoke with a female who assisted me with obtaing a balance on my account as well as explaining the discrepancy between the balance that was showing online and with what was actually do. In the middle of our conversation she transfered the call without my knowledge. This woman starting yelling at me. I asked who was I speaking with she identified herself as[redacted] and continued yelling about my obligations and what I needed to do.I explained to her that I just made a payment online for $200 and I will be able to pay the remaining balance next week to bring my accountccurrent. She continued yelling and belittling me. I hung up and called back, the same woman answered the phone and I ask to speak with a manager, she transferred me back to [redacted] who continued yelling and she told me I could not speak with a manager and starting yelling again about my obligations. I hung up again, as a person I felt disrespected. I called back 4 times and the calls went to voice mail. I did not leave a message for a call back, I choose to not be verbally abused by a customer/collections rep.This is not the first bad customer service experience I have had with this company. I feel tha t I am not valued as a customer and no one wants you to speak with a manager or make any form of payment arrangements. My account is not 30 days past due and I have never refused payment on the account. I have been with this loan for the past 3 years and I would like to make it through the last year without being harassed by the rep to make payments on the account. I find it extremely frustrating having to speak with the reps, they do not treat me as a person. I feel they try to intimidate, embarrass and belittle me. No customer should have this experience.

[redacted]Desired Settlement: See Complaint Text

Business

Response:

Customer: [redacted] Vehicle: [redacted]Dear Complaint Department:This communication is in response to a Revdex.com (“Revdex.com”) complaint filed on May 10, 2013, by [redacted] with the following complaint ID#: 20014007. Veros Credit and Credit One Corporation are two separate and distinct entities. However, Veros Credit purchased certain accounts from Credit One and has been requested by the Revdex.com to provide responses to complaints on Credit One's behalf.Veros Credit strives to provide excellent customer service to its customers and its representatives would never communicate with its customers in a rude or inappropriate manner. Veros Credit appreciates Ms. [redacted]’ input and is looking into whether additional customer service training needs to be provided to our representatives.Veros Credit provides its customers with the option to make payments online via an internet portal. However, the updated payment may not immediately be reflected on the customer’s balance until after it is processed. In this case, Ms. [redacted] informed Veros Credit that she had recently made an online payment and that the balance that the Veros Credit representative was providing did not match what was stated on her online account balance. The reason for this discrepancy was due to the delay in processing the online payment that Ms. [redacted] had recently made.Ms. [redacted] is encouraged to contact Veros Credit's customer service department to assist with future needs regarding her closed account. Thank you for taking the time to contact Veros Credit.Sincerely,Veros Credit, LLC