September 30, 2016Revdex.com Serving New Jersey1262 Whitehorse-Hamilton Square RoadBuilding A, Suite 202Hamilton, NJ 08690Attn: [redacted], Service RepresentativeRE: Complaint ID: [redacted]Dear Ms. C[redacted]Cross River Bank is in receipt of the inquiry made...
to the Revdex.com for the above referenced complaint regarding his experience with [redacted]. Please note that [redacted] accepts applications on behalf of Cross River Bank. The customer is alleging violation of the Fair Debt Collection Practices Act (“FDCPA”) and the Telecommunications Act, and is to be reimbursed of funds paid with an additional 10%, and the termination of two employees.According to [redacted]’s records, on 11/22/15, the customer purchased a Huawei phone on 11/22/15 with [redacted], and entered into a loan agreement. The customer’s ninth payment, due on 8/26/16, was missed due to his card being declined. He was sent reminders to pay by text message and e-mail. Please note that the [redacted] Terms of Service, Section 2.6. Communications & Notification, which the customer agreed to, states:“You understand and agree that [redacted] may, without further notice or warning and in our discretion, monitor or record telephone conversations you or anyone acting on your behalf has with [redacted] or its agents for quality control and training purposes or for its own protection. You acknowledge and understand that, while your communications with [redacted] may be overheard, monitored, or recorded without further notice or warning, not all telephone lines or calls may be recorded by [redacted], and [redacted] does not guarantee that recordings of any particular telephone calls will be retained or retrievable.”The customer ceased making payments in September 2016 and as of 9/29/16, has not made a payment for a payment due on 9/22/16.In the first call, although the agent identified himself as working for [redacted] twice, the customer would not identify himself and told the customer service agent that he was not the customer. The customer asked why the agent was calling however, the FDCPA/privacy laws do not allow the agent to discuss the customer’s account with someone who has not identified himself. The agent simply requested the person on the line to provide the customer with a message to please call [redacted]. The alleged third party stated the phone number belongs to him however the customer borrowers his phone.In the second call, the agent stated they are calling from [redacted], and requested the other party’s identity. At first, the party would not identify himself yet eventually provided his name. Then, the agent requested date of birth and e-mail address however the party refused to give his full DOB, only the year and the month. Then, after back and forth where the agent kept politely explaining to the customer she needed his full DOB and e-mail address to proceed, the customer stated the day was “12 + 1”, and then hung up. It appears this was the same voice as the individual on the first call, who verified his name matched the customer’s on the second call but stated it was not his name on the first call.[redacted] T [redacted] F [redacted] requested information to verify the other party is the customer on the account. At the start of the call, the agent advised they are calling on behalf of [redacted]. Before [redacted] discusses any account details after initial contact, [redacted] verifies the caller's full name, full date of birth, and their e-mail address on file. If this information can’t be verified, then they are unable to proceed and the caller must provide the information, or call back. [redacted] acted appropriately by not providing information on the customer’s account to someone who would not identify himself. This is to protect its customers from identity theft and other crimes.Cross River Bank and [redacted] are dedicated to excellent service and handle all complaints seriously. If there are further questions or concerns, we welcome you to contact us.Sincerely,[redacted], Chief Compliance Officer###-###-####[redacted]
Business Bureau Serving New Jersey ...⇄ 1262 Whitehorse-Hamilton Square Road ...⇄ Building A, Suite 202 �...⇄ Hamilton, NJ 08690 Attn: [redacted], Service Representative RE: Complaint of [redacted] Ref. No.: [redacted] Ms. [redacted]: Cross River Bank is in receipt of the correspondence to Cross River Bank by the above named consumer. Marlette, a Cross River Bank lending partner, received an application for a loan in the amount of $7,000 in Mr. [redacted] name on August 1, 2016. The application was received through Marlette’s online marketing affiliate, [redacted]. Mr. [redacted] application was declined for the following reason: Insufficient number of open accounts. Please note that as explained in the adverse action notice, checking the rate had no impact on Mr. [redacted] credit score. Marlette confirmed that there was no error in the decision process based on the credit report used to evaluate his application. In an effort to address Mr. [redacted] concerns, Marlette spoke with him several times between August 31, 2016 and September 6, 2016. During these conversations Mr. [redacted] expressed an interest in submitting an application directly via the [redacted] website (rather than through [redacted]), and advised that he would likely do so on September 7, 2016. Cross River Bank and Marlette are dedicated to excellent service and handle all complaints seriously. If there are further questions or concerns, we welcome you to contact us. Sincerely, [redacted] Chief Compliance Officer ###-###-####
September 30, 2016Revdex.com Serving New Jersey1262 Whitehorse-Hamilton Square RoadBuilding A, Suite 202Hamilton, NJ 08690Attn: [redacted], Service RepresentativeRE: Complaint ID: [redacted]Dear Ms. C[redacted]Cross River Bank is in receipt of the inquiry made...
to the Revdex.com for the above referenced complaint regarding his experience with [redacted]. Please note that [redacted] accepts applications on behalf of Cross River Bank. The customer is alleging violation of the Fair Debt Collection Practices Act (“FDCPA”) and the Telecommunications Act, and is to be reimbursed of funds paid with an additional 10%, and the termination of two employees.According to [redacted]’s records, on 11/22/15, the customer purchased a Huawei phone on 11/22/15 with [redacted], and entered into a loan agreement. The customer’s ninth payment, due on 8/26/16, was missed due to his card being declined. He was sent reminders to pay by text message and e-mail. Please note that the [redacted] Terms of Service, Section 2.6. Communications & Notification, which the customer agreed to, states:“You understand and agree that [redacted] may, without further notice or warning and in our discretion, monitor or record telephone conversations you or anyone acting on your behalf has with [redacted] or its agents for quality control and training purposes or for its own protection. You acknowledge and understand that, while your communications with [redacted] may be overheard, monitored, or recorded without further notice or warning, not all telephone lines or calls may be recorded by [redacted], and [redacted] does not guarantee that recordings of any particular telephone calls will be retained or retrievable.”The customer ceased making payments in September 2016 and as of 9/29/16, has not made a payment for a payment due on 9/22/16.In the first call, although the agent identified himself as working for [redacted] twice, the customer would not identify himself and told the customer service agent that he was not the customer. The customer asked why the agent was calling however, the FDCPA/privacy laws do not allow the agent to discuss the customer’s account with someone who has not identified himself. The agent simply requested the person on the line to provide the customer with a message to please call [redacted]. The alleged third party stated the phone number belongs to him however the customer borrowers his phone.In the second call, the agent stated they are calling from [redacted], and requested the other party’s identity. At first, the party would not identify himself yet eventually provided his name. Then, the agent requested date of birth and e-mail address however the party refused to give his full DOB, only the year and the month. Then, after back and forth where the agent kept politely explaining to the customer she needed his full DOB and e-mail address to proceed, the customer stated the day was “12 + 1”, and then hung up. It appears this was the same voice as the individual on the first call, who verified his name matched the customer’s on the second call but stated it was not his name on the first call.[redacted] T [redacted] F [redacted] requested information to verify the other party is the customer on the account. At the start of the call, the agent advised they are calling on behalf of [redacted]. Before [redacted] discusses any account details after initial contact, [redacted] verifies the caller's full name, full date of birth, and their e-mail address on file. If this information can’t be verified, then they are unable to proceed and the caller must provide the information, or call back. [redacted] acted appropriately by not providing information on the customer’s account to someone who would not identify himself. This is to protect its customers from identity theft and other crimes.Cross River Bank and [redacted] are dedicated to excellent service and handle all complaints seriously. If there are further questions or concerns, we welcome you to contact us.Sincerely,[redacted], Chief Compliance Officer###-###-####[redacted]
September 8, 2016 Better...
Business Bureau Serving New Jersey ...⇄ 1262 Whitehorse-Hamilton Square Road ...⇄ Building A, Suite 202 �...⇄ Hamilton, NJ 08690 Attn: [redacted], Service Representative RE: Complaint of [redacted] Ref. No.: [redacted] Ms. [redacted]: Cross River Bank is in receipt of the correspondence to Cross River Bank by the above named consumer. Marlette, a Cross River Bank lending partner, received an application for a loan in the amount of $7,000 in Mr. [redacted] name on August 1, 2016. The application was received through Marlette’s online marketing affiliate, [redacted]. Mr. [redacted] application was declined for the following reason: Insufficient number of open accounts. Please note that as explained in the adverse action notice, checking the rate had no impact on Mr. [redacted] credit score. Marlette confirmed that there was no error in the decision process based on the credit report used to evaluate his application. In an effort to address Mr. [redacted] concerns, Marlette spoke with him several times between August 31, 2016 and September 6, 2016. During these conversations Mr. [redacted] expressed an interest in submitting an application directly via the [redacted] website (rather than through [redacted]), and advised that he would likely do so on September 7, 2016. Cross River Bank and Marlette are dedicated to excellent service and handle all complaints seriously. If there are further questions or concerns, we welcome you to contact us. Sincerely, [redacted] Chief Compliance Officer ###-###-####