Duvera Billing Services

Revdex.com Complaint ID *** *** *** *** *** ***
*** *** ** *** This relates to a *** installment contract between Mr*** *** and *** *** *** *** *** which was purchased by *** *** *** *** *** Mr*** signed a ***
Installment Contract (***) with *** *** *** *** *** on June 19, 2015, along with an Application for Credit and an EFT Authorization Form. A 5-digit contract code was sent to Mr***’s personal mobile phone with a link to all of his contract terms, which he confirmed receiving by providing this code to the merchant. In addition, prior to reviewing and signing the ***, Mr*** had to answer security questions which pertained only to his personal credit profileUpon signing the contract, an email was sent with an executed copy of the contract to ***.***@gmail.com , the email address provided during the Credit Application processMr*** has also registered for ***.com; where a copy of the executed documents and all disclosures are availableAttached to this response is a copy of the signed *** and the invoice relating to the financed contract A review of Mr***’s account shows no records of receiving any inbound calls from Mr*** since October 21, 2015. Our last attempt to contact Mr*** was on November 28, when we were reaching out to discuss his returned contractual monthly payment. Mr*** made timely monthly payments on his contract from July through October 2015. His November payment was returned after Mr*** placed an unauthorized chargeback with his bank. When we got a hold of him on November 28, to discuss his returned payment, Mr*** terminated our call when we said we were calling from *** Finance. We have had no additional phone contact with Mr***On March 24,2017, we received a dispute via the CFPB from Mr*** in which we responded on April 8, and included a copy of Mr***’s contract and invoiceMr***’s account was at that time marked disputed and has been reporting to the credit bureaus, in accordance with the FCRAIn addition, we have received electronic disputes from the credit bureaus on April 13, May 16, June 12, June and June 21, 2017, in which we responded that the information being reported is accurateOn January 19, 2016, the account was transferred to our internal collections department, and was reported to the credit bureaus as a charged off account. We did a thorough review of Mr***’s credit profiles with TransUnion and Equifax, and our investigation shows that his file is accurately reporting the correct payment history. Included with the response is a copy of Mr***’s payment ledger. We would like to resolve any outstanding issues that Mr*** may still have after reviewing our response. We invite him to contact our Customer Service Manager, Lisa Wat ###-###-####. We would be happy to discuss offering Mr*** a 50% settlement on the outstanding charged off balance owed to *** Finance

We are in receipt of the rejection notice to the Revdex.com from Ms***. Ms***’s signature on the contract is a digital signature which she electronically agreed to during the application process. In order to digitally sign the contract, Ms*** had to answer security questions which only pertained to personal information found from her credit profile. The Merchant does not have access to the customer’s personal credit information and the questions can only be answered by the applicant. In regards to Ms***’s application information, if the information was inaccurate then she should not have signed the Credit Application. We want to work towards a resolution that will work to both parties’ satisfaction. We request that Ms*** contact *** ***, VP of Operations, at *** *** *** to discuss the various options available in greater details

Revdex.com Complaint ID: *** *** *** *** * *** ** *** This relates to a retail installment contract between *** *** and Home *** *** ***n which was purchased by Duvera Financial*** *** signed a Retail Installment Contract (RIC) with Home
*** *** ***n on October 30, 2014, along with an Application for Credit and an EFT Authorization FormA digit contract code was sent to *** *** personal mobile phone with a link to all of her contract terms, which she confirmed receiving by providing this code to the merchantThe RIC clearly sets forth the terms of *** ***’s credit purchase and discloses, in accordance with Regulation Z under the Federal Truth in Lending Act, a payment schedule of $per month for months, at an Annual Percentage Rate of 189%As confirmed by *** *** the contract also included a day interest free rebate promotion offer, expiring on January 30, In addition, she signed the addendum for the day interest free rebate promotion which clearly outlined the terms of the promotion; “Interest charges begin accruing from the Contract Date, and will be rebated to Buyer if all of the following are true during the promotional period: (1) The total Amount Financed plus other items to be financed (if applicable) listed in this Installment Contract is paid in full, (2) Buyer makes all timely payments, and (3) no payments made by Buyer are returned.” *** ***’s December payment was returned due to insufficient funds which automatically disqualified her from the day interest rebate promotionIn addition, her January payment was also returned due to insufficient funds*** *** has not disputed receiving the goods she contracted for or that she signed the contractIn short, we do not believe that *** *** has a justified complaint*** *** did payoff her account early without any pre-payment penalties, as well as saved on future finance charges by paying off the contract early

This relates to a retail installment contract between Mrs*** and The Furniture Wholesale Connection, Incdba Furniture Wholesale Direct which was purchased by Duvera FinancialMrs*** signed a Retail Installment Contract (RIC) with The Furniture Wholesale Connection, Incdba Furniture
Wholesale Direct on November 22, 2014, along with an Application for Credit and an EFT Authorization FormA digit contract code was sent to Mrs***’s personal mobile phone with a link to all her contract terms, which she confirmed receiving by providing this code to the merchantThe RIC clearly sets forth the terms of Mrs***’s credit and discloses, in accordance with Regulation Z under the federal Truth in Lending Act, a payment schedule of $per month for months, at an Annual Percentage Rate of 189%As confirmed by Mrs*** the contract also included a day interest free promotion offer, expiring on February 22, In addition, she signed the addendum for the day interest free promotion which clearly outlined the terms of the promotion; “Interest charges begin accruing from the Contract Date, and will be rebated to Buyer if all of the following are true during the promotional period: (1) The total Amount Financed plus other items to be financed (if applicable) listed in this Installment Contract is paid in full, (2) Buyer makes all timely payments, and (3) no payments made by Buyer are returned.” Mrs*** did not contact our offices during our regular business hours prior to the expiration of her interest free promotion Mrs*** has not disputed receiving the goods she contracted for or that she signed the contractIn short, we do not believe that Mrs*** has a justified complaintHaving said that, we want all of our client's customers to have a good experience with Duvera FinancialWe did agree to extend the terms of the interest free promotion to which Mrs*** accepted and paid the remaining balance of her RIC on 2/24/with no additional finance chargesThis matter has been resolved to both parties satisfaction

Revdex.com Complaint ID - *** *** ***
*** *** ***
*** ** *** This relates to a retail installment contract between Mr*** and *** *** * *ncwhich was purchased by Duvera Financial dba *** Finance. Mr*** signed a Retail Installment Contract
(RIC) with *** *** * *ncon January 23, 2018, along with an Application for Credit and an EFT Authorization Form. The application and contracting process uses several safeguards to ensure that consumers understand the terms and conditions of their RIC, as well as the person submitting the application is indeed the consumer seeking financing, and not an unauthorized third-party. Consumers must have a cellular phone in order to apply for and financeText messages are sent to the consumer’s mobile device and are used to ensure that consumers in fact understand and agree to the terms of the financing. After the application is submitted, and meets underwriting standards an approval is issued, and an introductory text message confirming consent to communicate by text message is sent to the applicant’s mobile phone. A second text message is then immediately sent to the consumer’s mobile device with a hyperlink to a summary of the contract terms for which he or she has been approved. The summary of terms includes the ID number, the maximum amount of funding for which the consumer has been approved, the APR, repayment term and monthly payment per $financed. The approval page also includes a hyperlink allowing consumers to review the terms and conditions of the 90-Day Interest Rebate Promotion. Assuming the consumer would like to pursue financing, the consumer finalizes their purchase so a contract can be prepared. Once the contract has been prepared, a third text message is sent to the consumer’s mobile device providing a link to view their full contractThe consumer must scroll through the entire contract in order to obtain the 5-digit contract verification code which is located at the bottom of the contract. The consumer can sign the contract in one of two ways: by electronically signing directly from their mobile device, or by providing the merchant with the 5-digit verification code sent to sign using the merchant’s computer. Without this code, the merchant’s computer cannot be used to the sign the contract. This prevents merchants from signing contracts on the consumer’s behalf without the consumer’s consentWhether on the consumer’s phone or using the merchant’s computer, the consumer signs the RIC using DocuSign. DocuSign provides an additional safeguard in that it requires the consumer to correctly answer a series of identification/security questions to execute the RIC. A merchant cannot unilaterally sign a RIC, as the merchant would not be able to answer these questionsAfter completing the signature process a fourth text message is sent to the consumer encouraging consumers to register on the servicing portal at www.my***finance.com, so they can download a copy of their contract at any time. We have included a copy of Mr***’s signed contract for review. As outlined above, these safeguards ensure sufficient disclosure of contract terms, and prevent unauthorized third parties from completing an application or obtaining financing in the consumer’s nameThe RIC clearly sets forth the terms of Mr***’s credit purchase and discloses, in accordance with Regulation Z under the Federal Truth in Lending Act, a payment schedule of $biweekly for months, at an Annual Percentage Rate of 199%. The contract also included a 90-day interest rebate promotion, which expired on April 23, Mr***, called our Customer Service department on April 25, and was informed by one of our Customer Service Representatives that his interest rebate promotion had expiredMr*** acknowledged that he received the correspondence from *** regarding the terms of his contract, and that he had missed the expiration date for the promotional period Based on the evidence, we feel the contract is valid and that the process outlined above demonstrates the extraordinary steps taken to ensure all terms were fully disclosed and compliant with applicable law. However, we want our customers to have a good experience and our goal is to resolve all complaints to both parties’ satisfactionIf Mr*** has any additional questions or concerns, we invite him to contact our Customer Service Manager, *** Wdirectly at 866-438-ext*** Sincerely, *** *** Merchant Services Manager *** Finance

Looking at this contract that is on the website where I make my payments that is not my signanture

*** *** contacted Duvera on March 18, stating apayment of $was deducted from his checking account without authorization.After researching this issue it was uncovered that *** *** accountinformation was submitted in error on an application unrelated to our customer’saccount. ***
*** does not have anaccount with Duvera Financial and we agree the payment was debited in error,and would be refunded as soon as the funds were received, as it remainedpending with our bank and we had yet to be notified if the funds weresuccessful. Without documentation fromhis bank showing the funds had cleared, our standard procedure is to wait 10days from the transaction date before processing a refund. *** *** was informed of this policy, but giventhat *** *** and Duvera do not have business relationship, *** *** didnot want to provide additional information to Duvera Financial to expedite therefund process. *** *** went to hisbank and filed an unauthorized charge and the funds were revoked from ouraccount on March 23, 2015. *** ***’sconcern has been addressed and based on the timely action to resolve hiscomplaint when he called in on March 18th we do not believe *** ***has a valid complaint against our company or our business practices. However, we understand the frustration thatarises from these types of errors and apologize for the inconvenience to ***

Revdex.com Complaint ID *** *** *** Rd Unit *** ***, MD *** Duvera Financial was a third party servicing company on behalf of Your eCommerce SupportOn April 18, 2013, Mr*** entered into a financing agreement with Your eCommerce Support for services relating to
Internet Marketing and Online Educational productsEffective March 2014, Duvera Financial made the business decision to no longer provide third party servicing for Your eCommerce Support, and as of June 16, the accounts for this client, including this account, was transferred out of our servicing systemDuvera Financial sent a trade line deletion to the major credit bureaus at the end of November As a third party servicing company all monies collected by Duvera Financial on behalf of Your eCommerce Support were remitted directly to our client at the beginning of each month for cash received in the previous monthDuvera Financial does not have any funds pertaining to this contract on behalf of Mr***Any further disputes relating to this contract with Your eCommerce Support need to be taken up directly with themWe apologize that we cannot be of further help in resolving Mr***’s complaint

Revdex.com Complaint ID - *** *** ***
*** *** *** *** *** ***
*** ** ***
This relates to a retail installment contract between Mr*** and *** *** *** *** which was purchased by Duvera Financial dba EasyPay Finance. Mr*** signed a
Retail Installment Contract (RIC) with *** *** *** *** on December 3, 2016, along with an Application for Credit and an EFT Authorization Form. The application and contracting process uses several safeguards to ensure that consumers understand the terms and conditions of their RIC, as well as the person submitting the application is indeed the consumer seeking financing, and not an unauthorized third-party. Consumers must have a cellular phone in order to apply for and financeText messages are sent to the consumer’s mobile device and are used to ensure that consumers in fact understand and agree to the terms of the financing. After the application is submitted, and meets underwriting standards an approval is issued, and an introductory text message confirming consent to communicate by text message is sent to the applicant’s mobile phone. A second text message is then immediately sent to the consumer’s mobile device with a hyperlink to a summary of the contract terms for which he or she has been approved. The summary of terms includes the ID number, the maximum amount of funding for which the consumer has been approved, the APR, repayment term and monthly payment per $financed. The approval page also includes a hyperlink allowing consumers to review the terms and conditions of the 90-Day Interest Rebate Promotion. Assuming the consumer would like to pursue financing, the consumer finalizes their purchase so a contract can be prepared. Once the contract has been prepared, a third text message is sent to the consumer’s mobile device providing a hyperlink to a summary of the final contract terms. The summary of terms page prominently discloses key terms of the agreement. These key terms include total purchase prices, the amount of any down payment, the total amount finance, APR, payment frequency, payment amount, total number of payments, first payment due date, the 5-digit verification code, as well as the date of the expiration of the 90-Day Interest Rebate PromotionThe consumer can sign the contract in one of two ways: by electronically signing the agreement directly from their mobile device, or by providing the merchant with the 5-digit verification code sent to sign using the merchant’s computer. Without this code, the merchant’s computer cannot be used to the sign the contract. This prevents merchants from signing contracts on the consumer’s behalf without the consumer’s consentWhether on the consumer’s phone or using the merchant’s computer, the consumer signs the loan agreement using DocuSign. DocuSign provides an additional safeguard in that it requires the consumer to correctly answer a series of identification/security questions to execute the agreement. A merchant cannot unilaterally sign a loan agreement, as the merchant would not be able to answer these questions. After completing the signature process a fourth text message is sent to the consumer encouraging consumers to register on the servicing portal at www.myeasypayfinance.com, so they can download a copy of their contract at any time. As outlined above, these safeguards ensure sufficient disclosure of contract terms, and prevent unauthorized third parties from completing an application or obtaining financing in the consumer’s nameThe loan agreement clearly sets forth the terms of Mr***’s credit purchase and discloses, in accordance with Regulation Z under the Federal Truth in Lending Act, a monthly payment schedule of $per payment for months, at an Annual Percentage Rate of 130%The contract also included a 90-day interest rebate promotion, which expired on March 3, To clarify, as disclosed in the Interest Rebate Promotion Rider, which was signed by Mr*** and is attached as part of the enclosed documents, interest accrues from day one and if paid in full within the days including the $Interest Rebate Promotion Processing Fee, the interest would then be rebated to the customer’s principal balanceWe have attached a copy of these executed documents, including the signed invoiceIn addition, we have sent a copy of the documents to Mr***, as per his request in his complaintAt the time of the application, Mr*** opted to receive correspondence electronically and EasyPay has been sending all monthly statements via emailMr*** called our Customer Service department on May 7, at which time he requested to receive paper statementsEffective May 7, 2018, Mr*** has been set up to receive monthly statements via USPS and the most current statement was sent to him that dayWe have included a copy of the ledger showing payment history for reviewIn accordance with the FCRA, upon receipt of Mr***’s complaint, we have flagged the account as disputed and will be reporting as such to the credit bureausBased on the evidence, we feel the contract is valid and that the process outlined above demonstrates the extraordinary steps taken to ensure all terms were fully disclosed and compliant with applicable law. However, we want our customers to have a good experience and our goal is to resolve all complaints to both parties’ satisfactionOn April 3, 2018, Mr***’s account was transferred to our internal Recovery departmentAs per Mr***’s desired resolution, EasyPay is willing to accept a settlement in the amount of $2,which is 50% of the payoff balanceIf Mr*** has any additional questions or would like to take advantage of the settlement offer, we would invite him to contact our Customer Service Manager, *** Wdirectly at 866-438-ext*** Sincerely, *** *** Merchant Services Manager EasyPay Finance

Duvera Financial was a third party servicing company on behalf of New Beginnings EducationOn July 18, 2013, Ms*** entered into a financing agreement with New Beginnings Education for services relating to Internet MarketingAs a third party servicing company all monies collected by Duvera
Financial on behalf of New Beginnings Education were remitted directly to our client at the beginning of each month for cash received in the previous month. Duvera Financial does not have any funds belonging to Ms*** as outlined in the complaint. Effective September 2014, Duvera Financial made the business decision to no longer provide third party servicing for New Beginnings Education, and as of December 31, the accounts for this client, were transferred back to the owner on record, *** *** at New Beginngings Education. The email address we have on file for this entity is *** and the telephone number is ***. We also show a mailing address of *** ** *** *** *** ** ***. We would recommend that Ms*** reach out directly to New Beginnings Education to address her grievances with them relating to the services she purchased. Please note the issues outlined in the complaint filed by Ms*** related to the services provided by our former client are unrelated to any services provided by Duvera Financial

Thank you for allowing us the opportunity to respond to thiscomplaint and address the concerns outlined by *** ***. We reviewed the complaint filed by *** ***and we were able to identify that there was an issue regarding the update tohis credit report to reflect the proper balances of
his paid in full account*** and his existing open account ***. We reached out to the credit bureaus toaddress this error and have since corrected and updated the reporting on bothaccounts. We have attempted to reach outto *** *** to give him this update, but have been unsuccessful in reachinghim. If he has any additional questionsregarding this issue he can reach the Customer Service Supervisor, *** ***,at *** ext***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
If you will remember, you approved me for a 6million dollar credit lineI had to go backinto*** to have them discuss with you a more reasonable amountThat aside, I still was treated in an underhand manner in that had I not signed the contract while at the desk with many customers around I would have been forced to leave my vehicle behind and subsequently lose myjob due to having no transportationYou are not understanding that I needed a percentage rate of credit sothat I could make reasonable payments I will never have an extra $per month at all to use for any purposeI cannot make it very far between paychecks as it stands with the salary I have at this time.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** Although this account was transferred to Duvera, this account is still showing up on my credit report This was a three-month, no interest account I paid this account off in the three months Duvera still has this account on my credit report It indicates that this account was paid in full, but when I get my credit report, it shows that this account is still open with a balance I need this removed from my credit account! Your cooperation is appreciated

We strive to ensure that every experience our customers have is a positive oneAfter further review of the case presented by *** ***, I have requested that our payment processing department remit a refund in the
amount of $back to her checking account for reimbursement of the bank fee she incurred due to the confusion regarding her remaining amount owed

This relates to a retail installment contract between *** *** and *** *** which waspurchased by Duvera Financial*** *** signed a Retail Installment Contract (RIC) with *** *** on March20, 2015, along with an Application for Credit and an EFT AuthorizationFormA digit contract code was
sent to *** *** personal mobile phonewith a link to all her contract terms, which she confirmed receiving byproviding this code to the merchantThe RIC clearly sets forth the terms of Ms.Poole’s credit and discloses, in accordance with Regulation Z under the federalTruth in Lending Act, a payment schedule of $per month for months, at an AnnualPercentage Rate of 189%As confirmed by *** *** the contract also included aday interest free promotion offer, expiring on June 20, 2015. In addition, she signed theaddendum for the day interest free promotion which clearly outlined theterms of the promotion; “Interest charges begin accruing from the ContractDate, and will be rebated to Buyer if all of the following are true during thepromotional period: (1) The total Amount Financed plus other items to befinanced (if applicable) listed in this Installment Contract is paid in full,(2) Buyer makes all timely payments, and (3) no payments made by Buyer arereturned.” *** *** madea payment of $through the EasyPay Website on April 19, 2015. As outlined in the addendum for the daypromotion, interest paid is rebated to the buyer if they elect to take advantageof their promotion. On April 20, 215MrsPoole contacted our office and authorized a payment of $to be takenvia debit card*** *** did take advantage of the day promotion byrepaying the financed amount of $within the day interest freepromotional periodIn short, we do not believe that *** *** has ajustified complaint as she was not charged nor did she pay any finance charges.If MrsPoole has further questions about these transactions she may contactthe Jason Long, the Customer Service Manager directly at (866)438-8372, ext.1200. Tell us why here

Revdex.com Complaint ID: *** *** *** Place Unit ***, CA *** This relates to a retail installment contract between Ms*** and Jo Lee and Ash & Associates Corp dba Meineke which was purchased by Duvera FinancialMs*** signed a Retail Installment
Contract (RIC) with Jo Lee and Ash & Associates Corp dba Meineke on April 6, 2014, along with an Application for Credit and an EFT Authorization FormA digit contract code was sent to Ms***’s personal mobile phone with a link to all of her contract terms, which she confirmed receiving by providing this code to the merchantThe RIC clearly sets forth the terms of Ms***’s credit purchase and discloses, in accordance with Regulation Z under the Federal Truth in Lending Act, a payment schedule of $per month for months, at an Annual Percentage Rate of 189%The contract also included a day interest free rebate promotion offer, expiring on July 6, 2014, which she did not take advantage of or contact our offices about prior to the expiration dateDuvera Financial received three payments from Ms*** totaling $685.56, and she stopped payment on her August payment and eventually defaulted on her retail obligation and has since been transferred to collectionsMs*** received several notices from Duvera Financial which were sent via USPS to the address provided on the credit application, which is verified to be her correct addressWe also tried contacting Ms*** via the telephone for several months prior to her account transferring to collections in order to try and help Ms*** get back on trackMs*** has not disputed receiving the goods she contracted for or that she signed the contractIn short, we do not believe that Ms*** has a justified complaintHowever, we want all of our client’s customers to have a good experience and we invite Ms*** to contact our offices and work out a settlement arrangement at a reduced rate which will work within her budgetThe Recovery Department can be reached at 1-866-*** We look forward to hearing from Ms*** and resolving any outstanding issues Ms*** may have with her retail installment obligation

This relates to a retail installmentcontract between Ms*** and *** Tire Warehouse which was purchased byDuvera FinancialMs*** processed an online payment via our website forthe same day her account was scheduled for her automatic withdrawalThiscaused two payments to be
deducted from her bank account. Ms*** contacted our office and arefund of the duplicate payment was refunded back to Ms*** along with arefund of one bank fee for $35.00. Dueto the length of time it took for the refund to credit to her account, shesubsequently received additional bank charges as other payments were deductedfrom her account during this time period. Ms*** reached out to our office again notifying us that heraccount was still in the negative and requested a refund of the additional bankcharges. We attempted to contact Ms.***’s financial institution in an effort to try and have them waive thesefees as a courtesy since we had already initiated the reversal of the duplicatepayment. Her bank was unwilling toremove these excess charges and in an effort to resolve Ms***’scomplaint, we went ahead and reimbursed her an additional $for these bankfees. We believe this complaint to beresolved to both parties satisfaction and consider this matter to be closed

This relates to a retail installment contract between Mrs*** and Yasmin Furniture LLC dba Furniture To Go- Silverspring Drwhich was purchased by Duvera FinancialMrs*** signed a Retail Installment Contract (RIC) with Yasmin Furniture LLC dba Furniture To Go- Silverspring Dron September
26, 2014, along with an Application for Credit and an EFT Authorization FormMrs*** requested and received a payment modification from $to $on December 19,The modified payment was for the payments due on December 26,2014, January 26, and February 26, Due to a miscommunication a payment of $was processed on March 2ndThe payment was returned and no refund is due for the duplicate transactionWe have waived all fees on her account stemming from this errorThe Customer Service Manager has tried unsuccessfully to reach Mrs*** to offer additional assistance if neededIt is our intention to provide every customer with an exemplary experience and offer our apologiesIf Mrs*** wishes to make alternate arrangements she may call the Customer Service Manager *** *** at *** *** ***

[redacted]   This relates to an Installment Loan Agreement with [redacted] as Lender, arranged and serviced by EasyPay Finance. On November 25, 2017, [redacted] signed an...

installment loan agreement, along with an application for credit and an EFT Authorization for his furniture purchase with [redacted] Inc dba [redacted]. On our customer portal in which, Mr. [redacted] has registered, he has access to his executed contract and all relevant disclosures are available for review upon signing.  We have attached a copy of these executed documents, including the invoice.  The loan agreement clearly sets forth the terms of Mr. [redacted]’s credit purchase and discloses, in accordance with Regulation Z under the Federal Truth in Lending Act, a biweekly payment schedule of $57.54 per payment for 24 months, at an Annual Percentage Rate of 129.97%. The contract also included a 90-day interest rebate promotion, which expired on February 23, 2018. Initially Mr. [redacted]’s account was set up on automatic withdrawal’s for his bi-weekly payment of $57.54.  However, due to two consecutive returned ACH payments Mr. [redacted] account was removed from automatic withdrawals.  On December 18, 2017 we received a payment from Mr. [redacted] in the amount of $57.54 which he made through our consumer online portal.  On January 6, 2018 we reached out to Mr. [redacted] to discuss his returned payments and past due account status and he authorized a payment in the amount of $82.54, we also approved his request to switch to monthly payments of $115.08 and adjusted his due date to the 30th of the month beginning on January 30, 2018.  The payment made over the phone of $82.54 was returned as ‘Stopped Payment’ by Mr. [redacted].  On February 5, 2018 Mr. [redacted] contacted our offices and spoke to one of our agents and made arrangements to make a payment in the amount of $115.08 on February 9, 2018. At the time of the February payment, Mr. [redacted] requested the payment arrangement of $115.08 per month, however Mr. [redacted] did not set up an EFT, meaning all payments would need to be scheduled by Mr. [redacted]. In addition, our Customer Service Representative explained to Mr. [redacted] that his account was 38 days past due, and the payment he was making would not bring the account current. Per the servicing guidelines, once an account is past due 61 days, the account is transferred to our internal Recovery Department.  Mr. [redacted]’s account was transferred to Recovery on March 1, 2018.  The current payoff on Mr. [redacted]’s account is $1,411.40. We have offered Mr. [redacted] a settlement of 50% of the debt, and he has declined.  We would be more than happy to transfer the account to another agent if Mr. [redacted] would prefer to speak to an alternate account representative.    Based on the evidence, we feel the contract is valid. However, we want our customers to have a good experience and our goal is to resolve all complaints to both parties’ satisfaction. If Mr. [redacted] has any additional questions or concerns, we would invite him to contact our Customer Service Manager, [redacted] directly at 866-438-8372 ext. [redacted].

Please see the attached.  Thank you,[redacted]Merchant Services Manager