d/b/a Check Into Cash

Creditcorp of Virginia, LLC ("CIC") is in receipt of the above-referenced complaint, We apologize for the late reply; we received this complaint a few weeks ago Nonetheless, CIC takes ail customer complaints seriously, has investigated this matter and appreciates the opportunity, to respond Our records indicate that the customer entered into a Line of Credit Disclosure and Account Agreement ("Agreement") with CIC on or about November 22, It appears from our file that the customer did, indeed, question the calculations on the billing statement for billing period March thru April 23, When she was not able to get a satisfactory answer to her inquiry from the District Manager, she advised the District Manager that as soon as she [the customer] paid off the balance of the account, she wanted the account closed as she no longer desired to do business with CICThe District Manager then advised the staff at CIC that the account was to be closed once the balance was paid off On May 15, 2014, the customer paid off the total balance owed on the account, and the account was closed pursuant to the customer's requestTherefore, upon the customer's payment in full, the store closed the account as requested by the customerProviding great customer service is always a goal for us We are disappointed when this is not the case and will work with our store personnel to ensure they are better able to answer customer questions Should you have any questions, please do not hesitate to contact me at ###-###-####, Sincerely, [redacted] Associate General Counsel

Creditcorp of Virginia, LLC ("CIC") is in receipt of Revdex.com's ("Revdex.com") correspondence ofNovember 17, 2014, regarding the above-referenced complaintCIC takes all customer complaints seriously,has previously investigated this matter, and the opportunity to respond is very important to us.Please be advised that following submission of CIC's October response to the above complaint, CICattempted to monitor the status of this complaint via Revdex.com's website but was repeatedly denied access to thiscomplaint and related activities.The Revdex.com's correspondence states that the "consumer has indicated to the Revdex.com that your company's response tothe complaint does not settle the matter," and that "Revdex.com has determined that your company's response does notadequately address all the issues or make a good faith effort to resolve the dispute."In its October response to the above complaint, CIC advised that according to its records, the consumerrequested that her account be closed following her payoff of the account balanceRespectfully, at this time,CIC is unsure of what the consumer may be requestingIn the Desired Settlement section of the complaint, theconsumer clearly stated, in part, "At this point I do not want to do business with this company ."CIC respectfully honored her request to close her account once the balance was paid offFurthermore, CICadvised in its October response that it will "work with [its] store personnel to ensure they are better able toanswer customer questions."Other than making a good-faith effort to follow through with the above-stated actions, it is unclear what theconsumer may be requestingRespectfully, CIC has made a good-faith effort to resolve this matter with theconsumer through its multiple responses through the Revdex.com office.Providing great customer service is a consistent goal for CIC, and we are always disappointed when this turnsout not to be the caseWe are more than happy to discuss this matter directly with the consumer should shechoose to contact the corporate office directly at ***, Monday-Friday, between 8AM and 5PM, EST.Should you have any questions, please do not hesitate to contact me at *** ***.Sincerely,*** ***Associate General Counsel

Revdex.com:
I have reviewed the response offer 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.
This information is inaccurate. If I Requested that the account be closed why would I go back to ask to borrow again?? I went back in just a few days later to find out the account had been closed. They were rude and not "customer friendly" when I ask why. They should have written notification when someone request an account to be closed because I did not request it. 
Regards,
[redacted]

Creditcorp of Virginia, LLC ("CIC") is in receipt of the above-referenced complaint, We apologize for the late
reply; we received this complaint a few weeks ago.  Nonetheless, CIC takes ail customer complaints seriously,
has investigated this matter and appreciates the opportunity, to...

respond.
Our records indicate that the customer entered into a Line of Credit Disclosure and Account Agreement
("Agreement") with CIC on or about November 22, 2013.  It appears from our file that the customer did,
indeed, question the calculations on the billing statement for billing period March 25 thru April 23, 2014.
When she was not able to get a satisfactory answer to her inquiry from the District Manager, she advised the
District Manager that as soon as she [the customer] paid off the balance of the account, she wanted the account
closed as she no longer desired to do business with CIC. The District Manager then advised the staff at CIC
that the account was to be closed once the balance was paid off.
On May 15, 2014, the customer paid off the total balance owed on the account, and the account was closed
pursuant to the customer's request. Therefore, upon the customer's payment in full, the store closed the account
as requested by the customer. Providing great customer service is always a goal for us.  We are disappointed
when this is not the case and will work with our store personnel to ensure they are better able to answer
customer questions.
Should you have any questions, please do not hesitate to contact me at ###-###-####,
Sincerely,
[redacted]
Associate General Counsel

Review: I have a line of credit with Check into Cash. Early March I paid it in full. I went back on the 28th of March and borrow money then went back on 3/31 and borrow the remaining balance of my credit line. I received my statement at the end of April for the payment due 5/23 and it was double the amount of my normal payment before. I had ask the customer service rep [redacted] when I got the loan if I would have a payment in April and she said no. So when I contacted the store of why my payment was double neither associate [redacted] or the BM [redacted] could explain why. I ask to speak with the District manager to which it took her a week to call me back. Once I spoke to her she was very rude told me that their policies had been changed and we discussed how billing cycles worked and she was very degrading telling me her credit cards never have worked the way that I was thinking of them and told me that nobody told me I had to do business with them. She too could not explain very well why I was billed for two months. After tolerating her being rude for long enough I hung up and was just going to pay my two payments. However, I paid it off instead and went back to borrow money and the associate [redacted] stated that District Manager [redacted] had closed my account. I had not been notified of this and there was no real reason of why they closed it. I never had threatened her, I have always paid my account on time and although I was upset because nobody could tell me why this situation had occurred there should have no reason why my account should be closed and now they tell me that I cannot even reopen an account. I do not believe this company should be able to just close accounts without probable reasoning without my permission.Desired Settlement: At this point I do not want to do business with this company but do not want them to be able to get by with treating customers this way and also not having the knowledge of their services. It could cause real issues if someone was not able to pay the double payments.

Business

Response:

Creditcorp of Virginia, LLC ("CIC") is in receipt of the above-referenced complaint, We apologize for the late

reply; we received this complaint a few weeks ago. Nonetheless, CIC takes ail customer complaints seriously,

has investigated this matter and appreciates the opportunity, to respond.

Our records indicate that the customer entered into a Line of Credit Disclosure and Account Agreement

("Agreement") with CIC on or about November 22, 2013. It appears from our file that the customer did,

indeed, question the calculations on the billing statement for billing period March 25 thru April 23, 2014.

When she was not able to get a satisfactory answer to her inquiry from the District Manager, she advised the

District Manager that as soon as she [the customer] paid off the balance of the account, she wanted the account

closed as she no longer desired to do business with CIC. The District Manager then advised the staff at CIC

that the account was to be closed once the balance was paid off.

On May 15, 2014, the customer paid off the total balance owed on the account, and the account was closed

pursuant to the customer's request. Therefore, upon the customer's payment in full, the store closed the account

as requested by the customer. Providing great customer service is always a goal for us. We are disappointed

when this is not the case and will work with our store personnel to ensure they are better able to answer

customer questions.

Should you have any questions, please do not hesitate to contact me at ###-###-####,

Sincerely,

Associate General Counsel

Consumer

Response:

I have reviewed the response offer 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.

This information is inaccurate. If I Requested that the account be closed why would I go back to ask to borrow again?? I went back in just a few days later to find out the account had been closed. They were rude and not "customer friendly" when I ask why. They should have written notification when someone request an account to be closed because I did not request it.

Regards,

Business

Response:

Creditcorp of Virginia, LLC ("CIC") is in receipt of Revdex.com's ("Revdex.com") correspondence ofNovember 17, 2014, regarding the above-referenced complaint. CIC takes all customer complaints seriously,has previously investigated this matter, and the opportunity to respond is very important to us.Please be advised that following submission of CIC's October 29 response to the above complaint, CICattempted to monitor the status of this complaint via Revdex.com's website but was repeatedly denied access to thiscomplaint and related activities.The Revdex.com's correspondence states that the "consumer has indicated to the Revdex.com that your company's response tothe complaint does not settle the matter," and that "Revdex.com has determined that your company's response does notadequately address all the issues or make a good faith effort to resolve the dispute."In its October 29 response to the above complaint, CIC advised that according to its records, the consumerrequested that her account be closed following her payoff of the account balance. Respectfully, at this time,CIC is unsure of what the consumer may be requesting. In the Desired Settlement section of the complaint, theconsumer clearly stated, in part, "At this point I do not want to do business with this company . . ."CIC respectfully honored her request to close her account once the balance was paid off. Furthermore, CICadvised in its October 29 response that it will "work with [its] store personnel to ensure they are better able toanswer customer questions."Other than making a good-faith effort to follow through with the above-stated actions, it is unclear what theconsumer may be requesting. Respectfully, CIC has made a good-faith effort to resolve this matter with theconsumer through its multiple responses through the Revdex.com office.Providing great customer service is a consistent goal for CIC, and we are always disappointed when this turnsout not to be the case. We are more than happy to discuss this matter directly with the consumer should shechoose to contact the corporate office directly at [redacted], Monday-Friday, between 8AM and 5PM, EST.Should you have any questions, please do not hesitate to contact me at [redacted].Sincerely,[redacted]Associate General Counsel

Review: I contact Revdex.com back in November of 2014 because this company closed my account when I did not request them to. There was an issue with interest and they could nto explain why. [redacted] and [redacted] that work in this location was unable to explain, the District manager was very rude and said she explained it the best she could which still did not make a whole lot of sense. I make the complaint with Revdex.com. Months afterwards I received a voicemail from her stating she had reopened my account if I needed their services. At the time I did not need them until now and I contacted them today and once again. Very rude, they are saying I was requested several times that my account be closed which I did not and told them I had suggested they need a written communication when it comes to closing the accounts because there is no proof I requested this. They also closed my god mothers account with my because I paid them off together but she was not present and never requested hers be closed either. Now the District manager today [redacted] was very rude said she would do her very best to speak with her regional manager to get my account open to but didn't know why I wanted to use their services since her I said her employees were imcompetent. I did not say such as that I said that they could use additional training because they did not handle this situation in the best manner and they also could not explain my account issue in the beginning or this would have never gotten this far. I told her I wanted to go to a different location. They are the only company in this area that offer these services and I do not have any other choice when I am in a financial bind.Desired Settlement: I wish my account to be reopened and transferred to [redacted] Store so that I do not have to contact the [redacted] Location anymore to do business. I have always been a good customer and deserve to be treated like one rather than have words put in my mouth. Also as stated before it would be beneficial for the company to require written notice that a customer wants their account closed as that would have avoided all issues in this matter.

Business

Response:

We apologize for the confusion but Mrs. [redacted] was reopened on the day that she originally called to have her account reopened, which was 7/7/2015. It was our understanding that Mrs. [redacted] wanted her account closed. Once an account is closed we generally do not re open it, however we did so to assist Mrs. [redacted]. Once she explained that there was confusion regarding the closing of her account, it was reopened and transferred to the [redacted] location. Once this was completed, an employee left a message for Mrs. [redacted] letting her know that she could go to the [redacted] branch to conduct business. Mrs. [redacted] would only need to bring in her updated information to the [redacted] location in order to process a loan. Additionally, we are taking her suggestion of maintaining a written notice when customers choose to close their account under advisement. Again, we apologize for any misunderstanding on our part and we hope to be able to satisfy Mrs. [redacted]’s needs in the future. Please let me know if you have any questions or concerns.

Consumer

Response:

Thank you for your response. I wasn't aware my account was open and transferred as requested since I did not receive the call that they had done so. I do appreciate the response and cooperation.

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,