We are in receipt of the complaint filed by Mr [redacted] on August 18, regarding fraudCovington Credit has strict policies and procedures in the instance of a fraud claim and we mailed the necessary affidavit of fraud to Mr [redacted] that will need to be executed in order to process his fraud claimThis form was mailed on 8/21/and we have not yet received the executed form back from Mr [redacted] as of todayPlease don't hesitate to reach out if additional information is needed.Thank you
Covington Credit's policies and procedures do not authorize telephone calls to a Customer's place of employment unless specifically authorized or requested by the Customer or to verify employment We are in the process of reviewing [redacted] account and her complaint that the Manager has been contacting her at her place of employment contrary to Covington Credit's policies and procedures and [redacted] request In the event, Covington Credit determines that our policies and procedures have not been followed, corrective action will be taken Covington Credit will notify [redacted] directly of our findings and corrective action
June 29, RE: Complaint to Revdex.com – Collections, Ms [redacted] Revdex.com Case Number: [redacted] Covington Credit acknowledges receipt of the complaint filed by Ms [redacted] on June 21, regarding collections activityPlease be advised Covington Credit has strict policies and procedures in regards to collections practices and upon review of the account have determined that the collections activity was appropriateIn regards to the claim that personal information was disclosed, Covington Credit cannot corroborate this claim as the records conflict with the claimHowever, we have coded Ms***’s account to reflect her contact preferencesPlease let me know if any additional information is neededSincerely, Lindsey S [redacted] Complainant Analyst CC: Covington Credit – ***
Covington Credit is unable based on the limited information provided in the Customer's Statement to properly review and adequately respond to the matter outlined Covington has identified an employee with the same first name identified in the Statement in the same geographic region After a review of the telephone logs for that branch, Covington Credit is unable to match or identify calls made at the specific times noted in the Statement or within 1-minutes before or after Understandably, [redacted] did not provide the telephone number allegedly called by Covington Credit so we are unable to compare it with the numbers on the telephone log The employees at the Branch in the area purportedly had no knowledge of the events alleged in the Statement Covington Credit's corporate office attempted to contact [redacted] on April 5, in order to gather additional information regarding the matter that could assist us in the review Covington Credit left [redacted] a message; however, [redacted] has not returned the call at this time Without further information, Covington Credit has no recourse but to close the file until such time as additional information is available.If [redacted] will contact [redacted] at Covington Credit's home office, [redacted] , we will be happy to further review this matter and take action as necessary
We are in receipt of the complaint filed by Ms [redacted] ) on regarding a fraud claimCovington Credit has strict policies and procedures in the instance of a fraud claim and after thorough review of the account we will need the claimant to execute the affidavit of fraud for [redacted] in order to process the fraud claimThe department who assists with these claims will reach out directly to Ms [redacted] to process her claimPlease don't hesitate to reach out if additional information is needed
We have reviewed the complaint regarding our Southern Finance office in [redacted] , SC. In the complaint the customer alleges that she has received poor customer service and claims that an employee shared her private information with a third party. The complainant also believes that the poor... service she has received is a result of her inability to pay her payments on time. In response please note that the complainant’s account is currently due for August, 2015 through December, 2015 in the amount of $ [redacted] and the customer does not deny being delinquent on her account. Please note that I have also reviewed the account and reviewed the collection notes on the account and there is no indication that the complainant’s private account information was shared with an unauthorized third party. In addition, Southern Finance has policies in place that prohibit sharing of customers' personal and account information with unauthorized third parties. I have personally contacted the complainant and we have been able to resolve this issue by making payment arrangements that are fair and suitable to all parties. Therefore, we will consider this complaint file closed. Thank you for the opportunity to respond. Sincerely, [redacted] Director of Governmental Affairs and ComplianceSouthern Management
***,On Aug.2,Amber H [redacted] from Covington Credit come to my house at 5:pm with her employee BrittanyOn Aug.3,Amber H [redacted] came to my house at 5:opmThis company is causing my mother emotional distress as they are coming to my house when I am at work and they are harassing my mother.Thank You, [redacted]
Covington Credit acknowledges receipt of Ms***’ additional concerns on December 9, and has thoroughly examined the claims and recordsPlease be advised Covington Credit reached out to this live check customer in on 10/27/in order to verify identity as we would any other live check customer due to the fact that there is no application filled out prior to the customer receiving said live checkAdditionally, Covington Credit denies the claim that there were multiple calls made to Ms*** on the day Ms***’ payment was dueThere were no calls made to this customer on 10/27/or 11/27/On 11/28/16, appropriate collection calls were made in an attempt to reach the customer, as payments were due on the 27th of each month according to the records, and Ms*** paid off her loan balance on 11/30/If any additional informaiton is needed please don't hesitate to reach out. Thank you, Lindsey S*Complainant Analyst
Quick Credit acknowledges receipt of the complaint filed by Ms*** on March16, regarding collections activity and communications preferencesPlease be advised Quick Credit has strict policies and procedures and upon thorough review of the account, we confirmed there is no record of a request
not to contact the customer at their place of employment; and that Ms*** provided her employment contact information during the origination of her loanHowever, Quick Credit has coded Ms***’s account to reflect that we will communicate in writing only going forwardPlease let me know if any additional information is needed
I got email this was closing!! It's not resolved they have not called me from managementI did pay off the and change that's the issue and they are trying to charge additional fees because the office manager at the time didn't do his job- I have tried multiple times to get regional manager to call and he will not they always say he's just too busyPlease don't close this case - it's not resolved and they are not doing what they say*** ***
Please be advised Covington Credit acknowledges receipt of a complaint filed by Ms*** on March 10, regarding collections practicesCovington Credit has strict policies and procedures related to collections practices and upon review of Ms***s account confirm that the collections
activities were appropriateHowever, we have coded Ms***s account to reflect the communication preferences referenced in her complaintPlease let me know if you have additional questions
Quick Credit has reviewed Ms***'s complaint and account history. Quick Credit values its customers and strives to develop and maintain a respectful and professional relationship with them We regret that Ms***'s feels that the Branch Manager acted in appropriately. Quick
Credit has coded Ms***'s account to cease further communication except in writing and will discuss Ms***'s concerns with the Branch staff. If Quick Credit determines that there were any deviations in the company's collection and communication policies appropriate action will be taken
Covington Credit acknowledges receipt of the complaint filed on November 30, 2016, and has investigated the claims very carefullyWe have strict policies and procedures in place for loan servicing and customer service, and have notated M***’s request not to call her place of employment in our
system of record, however please note that there is no record of Ms*** requesting Covington Credit not to call her place of employmentAdditionally, the call Ms*** referenced in her complaint, that allegedly took place on the day her payment was due, was an incoming call from Ms*** to notify the branch that she had submitted a payment online, not a call made from the branch to Ms***. Ms*** has paid off the loan referenced in her complaint and subsequently, the balance is zero If you need any additional information, please don’t hesitate to contact me
I have reviewed *** *** complaint regarding an arrangement that he alleges he entered into with Covington Credit's Branch Manager. Based on the account documents, I do not have indication that Mr*** made any such arrangement as stated in his complaint. Additionally,
Covington Credit is unable by contract to alter the accuracy of its reporting to the credit reporting agencies. Covington Credit has contacted the Branch to determine whether there are additional details or information related to *** *** complaint and confirm the information above. Covington Credit will provide an update if any additional information is discoveredAt this time, Covington Credit is not in a position to change the status of *** *** account with the credit bureaus because it appears that the account is reporting correctly. Upon receipt of the requested information from the Branch, Covington Credit will update this response
Revdex.com,Inam still staying with my original complaint that the company did not appropriately handle the situation correctlyThere was never a phone number listed on my voicemail for my office, nor was there an invitation for anyone to contact me thereFurthermore, calls on my personal device would have been suffice or even mail correspondence, which I may note, were not received
Regards,
*** ***
Quick Credit has visited MsG***'s home two times but has never met or spoken to her. MsG*** entered into a traditional installment loan with Quick Credit, made one (1) payment online in July and then defaulted. . The visits were an attempt to make direct contact in order to
establish a direct relationship and resolve the delinquency on the account. Pursuant to MsG***'s request, Quick Credit has notated the account to cease communication except via mail
Covington Credit has policies and procedures in place to properly identify Customers with whom we do business. A representative from Covington Credit's compliance team will contact *** *** directly to gather additional information necessary to address this potential case of identity
theft including taking steps necessary to remove *** *** personal information from the account at issue if deemed appropriate
We have reviewed the complaint filed by Ms*** *** regarding our Quick Credit office in ***, SC. In her complaint, Ms*** alleges that she had sent Quick Credit a letter requesting not to be visited at her home and that we continue to visit her there. She also claims
that we are calling her house before 9:a.mand that we entered her home searching for items and discussed collateral with other family members
Please note that Ms***’s account is past due for April and May of for $and Ms*** does not deny being past due in her complaint. Quick Credit will work diligently with customers such as Ms*** to help restore their accounts to good standing. We also understand that customers have cash flow emergencies. Our goal in dealing with customers is complete customer satisfaction and to help customers make payment arrangements to fulfill their credit obligations. If a customer refuses to contact us and make payment arrangements, we have collection procedures in place that are designed to make contact with the customer so that we can discuss their account.
In reviewing the account and in discussing this complaint with Quick Credit’s branch manager, there is no indication that we ever received a letter from Ms*** requesting that we not visit her at her house. If we had received a letter asking us not to visit her at her residence, our policy is that her request would have been honored. Regarding Ms***’s claim that we have called her before a.m., please note that our policy, which is in line with the law, states that we not contact a customer prior to a.m. I have reviewed all the collection efforts on Ms***’s account and there have not been any phone calls prior to a.m. Also, there are not any notes on the account confirming that we entered Ms***’s home to verify collateral and it is Quick Credit’s policy not to disclose that a customer has a debt to any third party
It appears that Ms***’s desired resolution is that we not visit her at her home. We will honor her request. Additionally, in the interest of customer service, Quick Credit will forgive the remaining balance on Ms***’s account and there will be no further attempts to contact Ms***. This should bring a resolution to all of Ms***’s concerns and we will consider this complaint file closed
Thank you for the opportunity to respond
*** ***
Director of Governmental Affairs and Compliance
Southern Management
We have reviewed the complaint filed regarding our Covington Credit office in ***, GA. In the complaint, it is alleged that the customer is being harassed by our employees visiting her residence and calling her
In response, please note that the customer does not deny being delinquent
on their account. Currently, the complainant is due for June, July, August, and September, in the amount of $602.00. Please note that when an account becomes seriously past due, such as the complainant’s, Covington Credit will work diligently with the customer to restore their account to good standing. Please note that we also understand that customers may have cash flow emergencies. Our goal in dealing with customers is complete customer satisfaction and to help customers make arrangements to fulfill their credit obligations. If a customer refuses to contact us and make payment arrangements, we have collection procedures in place that are designed to make contact with the customer so that we can discuss their account.
The customer’s desired resolution is that we stop coming to her house and that the phone calls cease. We will honor the customer’s request and any future correspondence will be through the mail
This response should address the customer’s concern and meet their desired resolution. Therefore, we will consider this complaint file closedWe appreciate the opportunity to respond
*** ***
Director of Governmental Affairs and Compliance
Southern Management
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** ***
We are in receipt of the complaint filed by Mr [redacted] on August 18, regarding fraudCovington Credit has strict policies and procedures in the instance of a fraud claim and we mailed the necessary affidavit of fraud to Mr [redacted] that will need to be executed in order to process his fraud claimThis form was mailed on 8/21/and we have not yet received the executed form back from Mr [redacted] as of todayPlease don't hesitate to reach out if additional information is needed.Thank you
Covington Credit's policies and procedures do not authorize telephone calls to a Customer's place of employment unless specifically authorized or requested by the Customer or to verify employment We are in the process of reviewing [redacted] account and her complaint that the Manager has been contacting her at her place of employment contrary to Covington Credit's policies and procedures and [redacted] request In the event, Covington Credit determines that our policies and procedures have not been followed, corrective action will be taken Covington Credit will notify [redacted] directly of our findings and corrective action
June 29, RE: Complaint to Revdex.com – Collections, Ms [redacted] Revdex.com Case Number: [redacted] Covington Credit acknowledges receipt of the complaint filed by Ms [redacted] on June 21, regarding collections activityPlease be advised Covington Credit has strict policies and procedures in regards to collections practices and upon review of the account have determined that the collections activity was appropriateIn regards to the claim that personal information was disclosed, Covington Credit cannot corroborate this claim as the records conflict with the claimHowever, we have coded Ms***’s account to reflect her contact preferencesPlease let me know if any additional information is neededSincerely, Lindsey S [redacted] Complainant Analyst CC: Covington Credit – ***
Covington Credit is unable based on the limited information provided in the Customer's Statement to properly review and adequately respond to the matter outlined Covington has identified an employee with the same first name identified in the Statement in the same geographic region After a review of the telephone logs for that branch, Covington Credit is unable to match or identify calls made at the specific times noted in the Statement or within 1-minutes before or after Understandably, [redacted] did not provide the telephone number allegedly called by Covington Credit so we are unable to compare it with the numbers on the telephone log The employees at the Branch in the area purportedly had no knowledge of the events alleged in the Statement Covington Credit's corporate office attempted to contact [redacted] on April 5, in order to gather additional information regarding the matter that could assist us in the review Covington Credit left [redacted] a message; however, [redacted] has not returned the call at this time Without further information, Covington Credit has no recourse but to close the file until such time as additional information is available.If [redacted] will contact [redacted] at Covington Credit's home office, [redacted] , we will be happy to further review this matter and take action as necessary
We are in receipt of the complaint filed by Ms [redacted] ) on regarding a fraud claimCovington Credit has strict policies and procedures in the instance of a fraud claim and after thorough review of the account we will need the claimant to execute the affidavit of fraud for [redacted] in order to process the fraud claimThe department who assists with these claims will reach out directly to Ms [redacted] to process her claimPlease don't hesitate to reach out if additional information is needed
We have reviewed the complaint regarding our Southern Finance office in [redacted] , SC. In the complaint the customer alleges that she has received poor customer service and claims that an employee shared her private information with a third party. The complainant also believes that the poor... service she has received is a result of her inability to pay her payments on time. In response please note that the complainant’s account is currently due for August, 2015 through December, 2015 in the amount of $ [redacted] and the customer does not deny being delinquent on her account. Please note that I have also reviewed the account and reviewed the collection notes on the account and there is no indication that the complainant’s private account information was shared with an unauthorized third party. In addition, Southern Finance has policies in place that prohibit sharing of customers' personal and account information with unauthorized third parties. I have personally contacted the complainant and we have been able to resolve this issue by making payment arrangements that are fair and suitable to all parties. Therefore, we will consider this complaint file closed. Thank you for the opportunity to respond. Sincerely, [redacted] Director of Governmental Affairs and ComplianceSouthern Management
***,On Aug.2,Amber H [redacted] from Covington Credit come to my house at 5:pm with her employee BrittanyOn Aug.3,Amber H [redacted] came to my house at 5:opmThis company is causing my mother emotional distress as they are coming to my house when I am at work and they are harassing my mother.Thank You, [redacted]
Covington Credit acknowledges receipt of Ms***’ additional concerns on December 9, and has thoroughly examined the claims and recordsPlease be advised Covington Credit reached out to this live check customer in on 10/27/in order to verify identity as we would any other live check customer due to the fact that there is no application filled out prior to the customer receiving said live checkAdditionally, Covington Credit denies the claim that there were multiple calls made to Ms*** on the day Ms***’ payment was dueThere were no calls made to this customer on 10/27/or 11/27/On 11/28/16, appropriate collection calls were made in an attempt to reach the customer, as payments were due on the 27th of each month according to the records, and Ms*** paid off her loan balance on 11/30/If any additional informaiton is needed please don't hesitate to reach out. Thank you, Lindsey S
*Complainant Analyst
Quick Credit acknowledges receipt of the complaint filed by Ms*** on March16, regarding collections activity and communications preferencesPlease be advised Quick Credit has strict policies and procedures and upon thorough review of the account, we confirmed there is no record of a request
not to contact the customer at their place of employment; and that Ms*** provided her employment contact information during the origination of her loanHowever, Quick Credit has coded Ms***’s account to reflect that we will communicate in writing only going forwardPlease let me know if any additional information is needed
I got email this was closing!! It's not resolved they have not called me from managementI did pay off the and change that's the issue and they are trying to charge additional fees because the office manager at the time didn't do his job- I have tried multiple times to get regional manager to call and he will not they always say he's just too busyPlease don't close this case - it's not resolved and they are not doing what they say*** ***
Please be advised Covington Credit acknowledges receipt of a complaint filed by Ms*** on March 10, regarding collections practicesCovington Credit has strict policies and procedures related to collections practices and upon review of Ms***s account confirm that the collections
activities were appropriateHowever, we have coded Ms***s account to reflect the communication preferences referenced in her complaintPlease let me know if you have additional questions
Quick Credit has reviewed Ms***'s complaint and account history. Quick Credit values its customers and strives to develop and maintain a respectful and professional relationship with them We regret that Ms***'s feels that the Branch Manager acted in appropriately. Quick
Credit has coded Ms***'s account to cease further communication except in writing and will discuss Ms***'s concerns with the Branch staff. If Quick Credit determines that there were any deviations in the company's collection and communication policies appropriate action will be taken
Covington Credit acknowledges receipt of the complaint filed on November 30, 2016, and has investigated the claims very carefullyWe have strict policies and procedures in place for loan servicing and customer service, and have notated M***’s request not to call her place of employment in our
system of record, however please note that there is no record of Ms*** requesting Covington Credit not to call her place of employmentAdditionally, the call Ms*** referenced in her complaint, that allegedly took place on the day her payment was due, was an incoming call from Ms*** to notify the branch that she had submitted a payment online, not a call made from the branch to Ms***. Ms*** has paid off the loan referenced in her complaint and subsequently, the balance is zero If you need any additional information, please don’t hesitate to contact me
I have reviewed *** *** complaint regarding an arrangement that he alleges he entered into with Covington Credit's Branch Manager. Based on the account documents, I do not have indication that Mr*** made any such arrangement as stated in his complaint. Additionally,
Covington Credit is unable by contract to alter the accuracy of its reporting to the credit reporting agencies. Covington Credit has contacted the Branch to determine whether there are additional details or information related to *** *** complaint and confirm the information above. Covington Credit will provide an update if any additional information is discoveredAt this time, Covington Credit is not in a position to change the status of *** *** account with the credit bureaus because it appears that the account is reporting correctly. Upon receipt of the requested information from the Branch, Covington Credit will update this response
Revdex.com,Inam still staying with my original complaint that the company did not appropriately handle the situation correctlyThere was never a phone number listed on my voicemail for my office, nor was there an invitation for anyone to contact me thereFurthermore, calls on my personal device would have been suffice or even mail correspondence, which I may note, were not received
Regards,
*** ***
Quick Credit has visited MsG***'s home two times but has never met or spoken to her. MsG*** entered into a traditional installment loan with Quick Credit, made one (1) payment online in July and then defaulted. . The visits were an attempt to make direct contact in order to
establish a direct relationship and resolve the delinquency on the account. Pursuant to MsG***'s request, Quick Credit has notated the account to cease communication except via mail
Covington Credit has policies and procedures in place to properly identify Customers with whom we do business. A representative from Covington Credit's compliance team will contact *** *** directly to gather additional information necessary to address this potential case of identity
theft including taking steps necessary to remove *** *** personal information from the account at issue if deemed appropriate
We have reviewed the complaint filed by Ms*** *** regarding our Quick Credit office in ***, SC. In her complaint, Ms*** alleges that she had sent Quick Credit a letter requesting not to be visited at her home and that we continue to visit her there. She also claims
that we are calling her house before 9:a.mand that we entered her home searching for items and discussed collateral with other family members
Please note that Ms***’s account is past due for April and May of for $and Ms*** does not deny being past due in her complaint. Quick Credit will work diligently with customers such as Ms*** to help restore their accounts to good standing. We also understand that customers have cash flow emergencies. Our goal in dealing with customers is complete customer satisfaction and to help customers make payment arrangements to fulfill their credit obligations. If a customer refuses to contact us and make payment arrangements, we have collection procedures in place that are designed to make contact with the customer so that we can discuss their account.
In reviewing the account and in discussing this complaint with Quick Credit’s branch manager, there is no indication that we ever received a letter from Ms*** requesting that we not visit her at her house. If we had received a letter asking us not to visit her at her residence, our policy is that her request would have been honored. Regarding Ms***’s claim that we have called her before a.m., please note that our policy, which is in line with the law, states that we not contact a customer prior to a.m. I have reviewed all the collection efforts on Ms***’s account and there have not been any phone calls prior to a.m. Also, there are not any notes on the account confirming that we entered Ms***’s home to verify collateral and it is Quick Credit’s policy not to disclose that a customer has a debt to any third party
It appears that Ms***’s desired resolution is that we not visit her at her home. We will honor her request. Additionally, in the interest of customer service, Quick Credit will forgive the remaining balance on Ms***’s account and there will be no further attempts to contact Ms***. This should bring a resolution to all of Ms***’s concerns and we will consider this complaint file closed
Thank you for the opportunity to respond
*** ***
Director of Governmental Affairs and Compliance
Southern Management
We have reviewed the complaint filed regarding our Covington Credit office in ***, GA. In the complaint, it is alleged that the customer is being harassed by our employees visiting her residence and calling her
In response, please note that the customer does not deny being delinquent
on their account. Currently, the complainant is due for June, July, August, and September, in the amount of $602.00. Please note that when an account becomes seriously past due, such as the complainant’s, Covington Credit will work diligently with the customer to restore their account to good standing. Please note that we also understand that customers may have cash flow emergencies. Our goal in dealing with customers is complete customer satisfaction and to help customers make arrangements to fulfill their credit obligations. If a customer refuses to contact us and make payment arrangements, we have collection procedures in place that are designed to make contact with the customer so that we can discuss their account.
The customer’s desired resolution is that we stop coming to her house and that the phone calls cease. We will honor the customer’s request and any future correspondence will be through the mail
This response should address the customer’s concern and meet their desired resolution. Therefore, we will consider this complaint file closedWe appreciate the opportunity to respond
*** ***
Director of Governmental Affairs and Compliance
Southern Management
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** ***