September 30, 2016Revdex.com Serving New JerseyWhitehorse-Hamilton Square RoadBuilding A, Suite 202Hamilton, NJ 08690Attn: [redacted] ***, Service RepresentativeRE: Complaint ID: [redacted] Dear MsC***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 BankThe 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/with [redacted] , and entered into a loan agreementThe customer’s ninth payment, due on 8/26/16, was missed due to his card being declinedHe was sent reminders to pay by text message and e-mailPlease note that the [redacted] Terms of Service, Section 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 protectionYou 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 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 customerThe 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 himselfThe 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 identityAt first, the party would not identify himself yet eventually provided his nameThen, the agent requested date of birth and e-mail address however the party refused to give his full DOB, only the year and the monthThen, 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 “+ 1”, and then hung upIt 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 accountAt 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 fileIf 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 himselfThis 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 seriouslyIf there are further questions or concerns, we welcome you to contact us.Sincerely, [redacted] , Chief Compliance Officer###-###-#### [redacted]
September 30, 2016Revdex.com Serving New JerseyWhitehorse-Hamilton Square RoadBuilding A, Suite 202Hamilton, NJ 08690Attn: [redacted] ***, Service RepresentativeRE: Complaint ID: [redacted] Dear MsC***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 BankThe 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/with [redacted] , and entered into a loan agreementThe customer’s ninth payment, due on 8/26/16, was missed due to his card being declinedHe was sent reminders to pay by text message and e-mailPlease note that the [redacted] Terms of Service, Section 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 protectionYou 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 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 customerThe 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 himselfThe 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 identityAt first, the party would not identify himself yet eventually provided his nameThen, the agent requested date of birth and e-mail address however the party refused to give his full DOB, only the year and the monthThen, 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 “+ 1”, and then hung upIt 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 accountAt 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 fileIf 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 himselfThis 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 seriouslyIf there are further questions or concerns, we welcome you to contact us.Sincerely, [redacted] , Chief Compliance Officer###-###-#### [redacted]