EnerBank USA

To Whom It May Concern: On March 5, 2018, we received the Borrower’s rejection to our original response to her complaint in connection to her account with EnerBank USA (the “Bank”)The Borrower’s complaint is that a statement she received showed payments and fees due in MarchAdditionally, the Borrower states her credit report is reporting as delinquent As explained in the Bank’s original response, the Borrower contacted the Bank on February 26, after having received a statementIt was explained to the Borrower at this time that the statement received had been sent out prior to any adjustments having been made to the Borrower’s account per the resolution made on February 22, The adjustments have been madeA review of the Borrower’s account shows that the account is current and no payment is due until AprilThe Borrower’s credit report is being reported correctly by the Bank We trust that the foregoing information is responsive to the complaint, and we appreciate the opportunity to address the Borrower’s concerns Thank You, Tom H*** AVP & Manager, Customer Relations EnerBank USA

The complaint has been forwarded to the FDIC from the CFPBThey feel my complaint is legitimateThere are serious breach of trust issuesYour call center is insufficient in a data ageBased on your augument my debt must not exist because there is no record of it available to me.Its weird your customer service can access my infornation but I can't.This needs to be changed.If they can access my account via computer why can't I.If I would of known there would be no access either digital or paper statements I would have chosen different lender
Complaint: ***
I am rejecting this response because:
Sincerely,
Kathleen ***

To Whom It
May Concern:
On January
11, 2016, we received Mr***’s (the “Borrower”) complaint in connection
with his account with
EnerBank USA (the “Bank”)In his complaint, the Borrower
is upset that the Bank does not provide monthly account statements, online
access to view his account details, and several late charges that have been assessed to his account
Please note
that there is no requirement for the Bank to send a monthly loan statement or
provide online access to view accountsMany lenders of close-end installment
loans, such as the Bank, use coupon books as we doWe understand the
convenience that these options will provide, and at this time, the Bank is in
the process of moving to monthly statements as well as providing an online
option to interact with accountsWe hope to introduce these options in the
near future
Our records
indicate that the Borrower’s monthly payments are due on the 25th
day of each monthThe Bank offers a day grace period on each payment,
meaning that as long as the minimum monthly payment is satisfied within days
of the due date, no late charge will be assessedOur records further indicate
that the Borrower has made several payments outside of the grace period, for
which a late charge was assessed to his account
On January
11, 2016, prior to receiving the complaint, a Bank representative spoke with
the Borrower and explained the above informationThat representative also
offered to waive one late charge as a courtesy to the Borrower
A payment
history has been sent to the Borrower for his review and recordsHe may
contact our Customer Service department at ###-###-####, to request additional
information regarding his account, or to request an updated copy of his payment
history for future paymentsRepresentatives are available Monday through
Friday from 7:a.mto 5:p.mMountain Time
We trust that
the foregoing information is responsive to the complaint, and we appreciate the
opportunity to address the Borrower’s concerns.Thank You,Andy G***Customer Relations ManagerEnerBank USA

To Whom It May Concern: On July 25, 2017, we received the Borrower’s rejection to our response to his complaint in connection to his account with EnerBank USA (the “Bank”)The Borrower insists that the Bank can and should remove the derogatory remarks on his credit report As mentioned in our previous responses, the Bank made the Borrower aware he was behind on payments on multiple occasions As the Borrower noted in his response, as a courtesy, the Bank even waived several of the Borrower’s late fees. Regrettably, in accordance with the Fair Credit Reporting Act, the Bank must report its borrower’s information accurately and correctly to the credit reporting agencies; therefore, the Bank will not be able to assist in the Borrower’s request We regret that this does not satisfy the Borrower’s requestHowever, we hope that the Borrower can understand the Bank’s position and its need to adhere to bank laws and regulations We trust that the foregoing information is responsive to the complaint, and we appreciate the opportunity to address the Borrower’s concerns Thank You, Tom H*** AVP & Manager, Customer Relations EnerBank USA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Note, I personally did not contact the bank for this loan, I was haying some work done and the contractor did this; it was all done for me at the last minute. I later asked the bank how to pay down the principal faster and was given incomplete informationAlso, I used an online payment once and was charged $fee for the serviceI won't dispute this any further, but intend to pay off the debt ASAP
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because: this matter has been accepted by the Consumer Fraud Division of the Nebraska Attorney General to resolve.
Sincerely,
[redacted]

To Whom It May Concern:   On October 27, 2017, we received the Borrower’s rejection to our original response to her complaint in connection to her account with EnerBank USA (the “Bank”). The Borrower’s complaint is that she will not be receiving any of the loan proceeds that she was approved for. She also claims that the Bank continues to pull her credit without her approval.   As explained in the Bank’s original response, the loan proceeds were disbursed directly to the contractor as instructed by the Borrower. The Bank did not solicit the contractor on behalf of the Borrower. The Borrower applied and was approved for a specific loan type, to be used for a certain project type, and to be paid directly to the contractor chosen by the Borrower. Most contractors offer multiple financing options. In the Borrower’s case, the contractor offered the Bank’s financing option for which the Borrower was approved. The Bank is not obligated to provide loan proceeds directly to the Borrower.   A review of our records indicate that the Borrower’s credit report was accessed only at the time of application.  The records indicate that the Borrower provided the necessary approval to do so. If the Borrower has additional concerns regarding her credit report, we ask that she contact the credit reporting agencies directly.   We trust that the foregoing information is responsive to the complaint, and we appreciate the opportunity to address the Borrower’s concerns.   Thank You,   Tom H[redacted] AVP & Manager, Customer Relations EnerBank USA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely, Just send me my statement and that is it.  I will call if I have a question
[redacted]

To Whom It May Concern:   On October 11, 2017, we received the Borrower’s complaint in connection to her account with EnerBank USA (the “Bank”). In her complaint, the Borrower believes it to be unfair that the Bank sent the loan proceeds to the contractor prior to the work being completed and...

that the Bank is unwilling to aid the Borrower in getting the loan proceeds returned to the Bank due to the project being cancelled.   Our records indicate that on June 20, 2017, the Borrower applied and was approved for an Installment Flex Loan. A Note and Disclosure Statement (the “Note”) was sent to the Borrower prior to her signing the Payment Authorization Form. By signing the Payment Authorization Form, the Borrower instructed the Bank to disburse funds directly to the contractor. The first half of the Loan proceeds was disbursed to the contractor on June 28, 2017. Only upon completion of the project would the second half of the Flex Loan be disbursed; however, the Borrower contacted the Bank on September 7, 2017 and withdrew the second half of the Loan. The terms of the loan were prominent in the Note.   Our records further indicate that the Borrower contacted the Bank on September 18, 2017 to file a complaint about the contractor claiming the contractor did not perform the work and had not returned the loan proceeds to the Bank. On September 20, 2017 the Bank began communications with the contractor in an effort to aid the Borrower. The contractor agreed to return the loan proceeds, less incurred costs of $1,708.40 for work that had begun which was a condition that was contained in the contract the Borrower had directly with the contractor. On October 12, 2017, the contractor returned the funds minus the costs incurred to the Bank. The Bank closed the formal complaint against the contractor on October 16, 2017.   We trust that the foregoing information is responsive to the complaint, and we appreciate the opportunity to address the Borrower’s concerns.   Thank You,   Tom H[redacted] AVP & Manager, Customer Relations EnerBank USA

To Whom It
May Concern:
On March 29,
2016, we received Ms[redacted]'s (the "Borrower") complaint in connection with her
account with
EnerBank USA (the "Bank")In her complaint, the Borrower states
that she is being charged a large amount of interest, in addition to the
original principal amount of her loanShe also states she was never notified
of the amount of interest she would be charged, and the Bank does not provide
monthly statements
Please note that
there is no requirement for the Bank to send a monthly loan statementMany
lenders of close-end installment loans, such as the Bank, use coupon booksAt
this time, the Bank is in the process of transitioning to monthly statementsThe
Borrower should expect to receive a monthly account statement beginning next
month
Our records
indicate that the Borrower contacted the Bank on January 12, and applied
for and was approved for a day same as cash loan in the amount of
$[redacted]The terms of the loan were explained at the time of the application,
and subsequently provided to the Borrower in writingThe Borrower was informed
that if she did not repay the original principal balance of her loan within the
same as cash period, she would remain liable for the interest that accrued on
her loanThe interest rate was disclosed as 17.77%The Bank sent a reminder
letter to the Borrower prior to her same as cash date to remind her of the
outstanding balanceOur records further indicate that the Borrower did not
repay the loan within the same as cash period, and the interest was not waived
Monthly payments of $[redacted] were required at that time
In June 2013,
the Borrower contacted the Bank with concerns about her monthly paymentsThe
Borrower applied for and was approved for a loan modification, in which the
interest rate was lowered to 9.5%, and $[redacted] of principal, interest, and
charges was waivedHer monthly payment was also reduced to $[redacted]
We have sent
copies of the Borrower's loan documentation, as well as a payment history for
her review and recordsIf she has any questions regarding her loan, or would
like a current balance, she may contact our Customer Service department at
###-###-####Representatives are available Monday through Friday from 7:
a.mto 5:p.mMountain Time
We trust that
the foregoing information is responsive to the complaint, and we appreciate the
opportunity to address the Borrower's concerns
Thank You,
Andy G[redacted]
Customer
Relations Manager
EnerBank USA

To Whom It May Concern: We received the Borrower’s second rejection of our response to his complaint.  We respectfully refer the Borrower to our previous responses dated April 21, 2017 and May 1, 2017 as well as his Note & Disclosure.  If after reading the Note & Disclosure, the Borrower still has questions, we request that he call us directly at 888-390-1220 to discuss the matter.  We are available Monday-Friday from 7:00am to 5:00pm Mountain Time.  Thank You, Tom H[redacted]AVP & Manager, Customer RelationsEnerBank USA

Complaint: [redacted]
I am rejecting this response because: My only satisfaction will be when I am reported to have only ONE missed payment. This is not fair and is predatory. I did agree that you did remove some of the late payment fees. YOU CAN REMOVE THE DEROGATORY REMARKS. All I want is what is right, and fair. I did not agree that app payments were being made in arrears. Please do what you know is right. 
Sincerely,
[redacted]

Dear Sir,                They have been making that claim that they are switching things over, so that clients can access information, and receive statements. We had this talk last year. I feel this needs to move up the food chain to the CFPB because everyone is required to give disclosure to their clients, and they are not. This is unacceptable. This is  what is what the core of issue is all about. They are a FDIC bank. Disclosure is disclosure. Its not about money, its about fair disclosure to the consumer. 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Kathleen [redacted]

To Whom It May Concern:   On June 14, 2017 we received the Borrower’s complaint in connection to her loan with EnerBank USA (the “Bank”). In her complaint, the Borrower claims that she was informed that a payment wasn’t due on her loan until October 2017 and that despite missing her Same as...

Cash date, should not be responsible for accrued interest on her loan.   Our records indicate that the Borrower contacted the Bank on October 26, 2015, and applied for an 18 Month Same as Cash Flex loan in the amount of $7,500.00. The first half of the Flex loan in the amount of $3,750.00 booked on November 6, 2015. However, the second half of the Flex loan was set to expire prior to the project being completed so the Borrower applied for a second loan. On February 20, 2016 the Borrower was approved for an 18 Month Same as Cash loan in the amount of $3,750.00 to cover the second half of the expired Flex loan. Based on these events, the Borrower was approved for two separate loans with the Bank. The loan that booked on November 6, 2015 had a Same as Cash expiration date of May 4, 2017. The second loan, which booked on April 15, 2016, has a Same as Cash expiration date of October 12, 2017.   On March 27, 2017 the Borrower contacted the Bank to inquire about the Same as Cash expiration date on her loan. The Borrower provided the account number for the second loan to a bank representative in our Customer Service Department. The representative pulled up that account and informed the Borrower that the Same as Cash expiration date of that loan was October 12, 2017. No mention of the first loan was made by the Borrower during this call, therefore, no information regarding the May 4, 2017 expiration date of the first loan was provided to the Borrower at this time. According to the Borrower, she was under the impression that the Same as Cash expiration date on both loans was October 12, 2017. The Borrower then subsequently missed her Same as Cash date on her first loan. The Borrower has since made payments on her first loan to cover the principal amount of her loan, but currently has an outstanding balance of $833.99 due to accrued interest being applied to the loan after having gone past the Same as Cash date.   Being understanding of the Borrower’s situation and the timeline of events, the Bank has agreed to waive the remaining balance of $833.99 on the first loan and consider this loan as paid in full. The Borrower remains liable for the second loan in the amount of $3,750.00 which has a Same as Cash expiration date of October 12, 2017.   We trust that the foregoing information is responsive to the complaint, and we appreciate the opportunity to address the Borrower’s concerns.   Thank You,   Tom H[redacted] AVP & Manager, Customer Relations

Complaint: [redacted]
I am rejecting this response because: I sent them 2 letters with my payment coupon and heard no response. In New York , I can go on line at my bank and view any balance or payments you might consider the same and save some paper. I will accept their response when I see the statement that I was promised when I called them previously, on November of 2015.
Sincerely,
[redacted]

To Whom It May Concern: On September 13, 2016 we received Mr. [redacted]’s (the “Borrower”) complaint in connection to his loan account with EnerBank USA (the “Bank”). In his complaint, the Borrower states that the Bank did not send him a bill prior to his payment due date, and that the Bank...

representative was rude while on the telephone. Our records indicate that the Borrower contacted the Bank on July 7, 2016, and applied for and was approved for a Traditional Installment loan in the amount of $5,860.00. Upon disbursement of the loan proceeds on July 11, 2016, the Bank sent a Welcome Letter to the Borrower explaining his first due date would be August 10, 2016, and confirmed the amount of the monthly loan payments. Additionally, monthly statements have been sent to the Borrower on July 11, August 9, and September 13, 2016, which indicate the Borrower’s next payment due date. The Bank received a call from the Borrower’s authorized contact on September 13, 2016, indicating that she would like to make a payment over the telephone. The Bank representative explained that there is a $5.00 processing fee for payments over the telephone, and that she would need to provide a routing and account number for a checking or savings account. The Borrower’s authorized contact voiced concerns about the processing fee, and after the representative spoke with a supervisor, offered to waive the $5.00 fee. The Borrower’s authorized contact then asked to pay with a debit card. The Bank’s representative explained that we do not accept card payments, and that she would have to provide a routing and account number for a checking or savings account. The authorized contact provided the necessary information, and the payment was accepted. No processing fees or late charges were incurred. Upon my review of the most recent telephone call, I found no indication that the Bank’s representative was rude or unprofessional during the conversation with the Borrower’s authorized contact. We trust that the foregoing information is responsive to the complaint, and we appreciate the opportunity to address the Borrower’s concerns.   Thank You, Andy G[redacted] Customer Relations Manager EnerBank USA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

To Whom It May Concern: In response to the Borrower’s additional message regarding her complaint, the Bank is not requesting full bank statements from the Borrower to verify the payments. The Borrower may contact her local bank and request copies of the bill pay checks used to make the payments the Borrower believes are missing from her account.  Alternatively, if the Borrower would prefer us to address the issue directly with representatives from her local bank, we would request that she contact us directly and authorize us to discuss the matter with them. She may contact our Customer Service department at ###-###-####. Representatives are available Monday through Friday from 7:00 a.m. to 5:00 p.m. Mountain Time. The Bank is willing to make any adjustment necessary on the Borrower’s account upon confirmation that a mistake has been made. Unfortunately, the Bank is unable to credit the payments without the proper documentation. Thank You, Andy G[redacted] Customer Relations Manager EnerBank USA

To Whom It May Concern: On May 19, 2016, we received Mr. [redacted]’s (the “Borrower”) complaint in connection with his account with EnerBank USA (the “Bank”). In his complaint, the Borrower expresses concern that the Bank did not cash multiple checks in a timely manner, and that the Bank...

deliberately waited until after the same-as-cash date in order to charge the accrued interest on the account. The Borrower also expresses concern that he did not receive any reminders of the approaching deadline. Our records indicate that on February 26, 2015, the Borrower applied for and was approved for a 365 day same-as-cash loan flex in the amount of $22,700.00. The terms of this loan were explained during the application call, and provided to the Borrower in writing prior to funding the loan. The Borrower authorized the first disbursement of $11,350.00 to be disbursed to the home improvement contractor on March 27, 2015. The second disbursement of the loan was not utilized by the Borrower. The Bank sent two reminder letters reminding the Borrower of the approaching deadline, one in September 2015, and the other in February 2016. Our records indicate that the Bank received one payment by check of $10,000.00 on February 25, 2016. No other checks from the Borrower were received by the Bank. The Bank posts all payments effective for the date they are received in our office. Unfortunately, the Borrower did not repay the full principal balance on or before the same-as-cash expiration date of March 26, 2016; therefore, he became responsible to repay the accrued interest in accordance with the terms and conditions of the loan. The Borrower spoke with a Bank representative on May 18, 2016, in which this information was explained to him. The Borrower made a payment over the phone at that time. The account has been paid in full, and closed; therefore, the Borrower no longer has any obligation of repayment to the Bank. We trust that the foregoing information is responsive to the complaint, and we appreciate the opportunity to address the Borrower’s concerns. Thank You, Andy G[redacted] Customer Relations Manager EnerBank USA

To Whom It May Concern:   On July 26, 2017 we received the Borrower’s rejection of our response to her complaint. In her response, the Borrower states that there were other unmentioned attempts to resolve her complaint and that she has still not received the manual statement as promised.   Our records indicate that we spoke with the Borrower on August 1, 2017. During that call we confirmed that she had received the statement as requested. We also went into detail with the customer in explaining this statement as well as additional past paperwork the Borrower had received, corresponding due dates, and actual payment dates. The Bank concluded that it provided all the information necessary to address the Borrower’s request. Additionally, the Bank provided a positive resolution option for the Borrower as a courtesy for the time and experience the Borrower had.   We trust that the foregoing information is responsive to the complaint, and we appreciate the opportunity to address the Borrower’s concerns.   Thank You,   Tom H[redacted] AVP & Manager, Customer Relations EnerBank USA