EnerBank USA

To Whom It May Concern:   On March 12, 2018 we received the Borrower’s complaint in connection to her loan account with EnerBank USA (the “Bank”). In her complaint, the Borrower states that she erroneously made two payments on her account on the same day and was not able to get the second...

payment returned to her.   Our records indicate that the Borrower contacted the Bank on March 9, 2018 to inform the Bank she processed two payments in error and requested a stop payment. Unfortunately, at that time the payment had already been processed and the Borrower was instructed to contact her local bank and request a stop payment.   Our records further indicate that on March 14, 2018, the Bank contacted the Borrower in an attempt to further assist her regarding the matter. At this time the Borrower informed the Bank that she had already been refunded the second payment by her bank. Therefore, it is the Bank’s belief that the Borrower no longer wishes to pursue this complaint.   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 January 10, 2017, EnerBank USA (the “Bank”) received Ms. [redacted]’s (the “Borrower”) complaint in connection with her account with the Bank.  In her complaint, the Borrower states that she has been making automatic payments on her Bank account for 2 years, but...

apparently her December 2016 payment was not received and she incurred a late charge of $30. Our records indicate that the Borrower contacted the Bank on January 10, 2017 at which time she stated that her payments are made using on-line bill payments through her local bank.  She stated that she made the December payment using that method as well.  The Bank requested front and back copies of the cleared check to confirm that the Borrower’s December payment was made as she stated.  The Borrower agreed to provide copies of the front and back of the check from her bank.  Upon receipt of the copies of the check, the Bank will review and correct any errors on the account and will credit the Borrower for any late fees, if appropriate. We trust that the foregoing information is responsive to the complaint, and we appreciate the opportunity to address the Borrower’s concerns. Thank you. Ann S[redacted]Vice President/Manager, Customer RelationsEnerBank USA Tell us why here...

A review of our records indicate the Borrower in question applied and was approved for a loan with EnerBank USA (the “Bank”) in the amount of $7,500.  Upon completion of the Borrower’s home improvement project, and at the request of the Borrower, the Bank sent the Contractor the funds it was...

due.  As is custom in the business, the Bank retained a small fee it was owed by the Contractor in return for the Contractor having the ability to access and offer the Bank’s premium loan products.  The Bank has since reached out to the Contractor and has confirmed that the Borrower owes no additional money for the project that was performed.  Additionally, on March 22, 2017, the Borrower confirmed that the Contractor was no longer requesting additional compensation.  The Bank now considers the issue closed.  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] Customer Relations Manager EnerBank USA

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To Whom It
May Concern:
On February
16, 2016, we received Ms[redacted]'s (the "Borrower") complaint regarding a
recent payment made on her accountThe Borrower is upset that EnerBank USA
(the "Bank") did not apply an additional payment directly to principal as she
requested
The Bank is a
highly specialized bank providing solely unsecured home improvement loans to
qualified borrowersOur records indicate that the Borrower has a Traditional
Installment Loan on which interest accrues daily on the outstanding balance of
the loanAs explained in the Note & Disclosure Statement provided to the
Borrower prior to the loan proceeds being disbursed, "[The Borrower's] payments
will be applied in the following order if [the Borrower is] not in default:
interest, principal and other non-default fees and charges."
Please note,
the Bank processes all checks effective for the day that they are received in
our officeOur records indicate that a check for $was received on
January 1, In accordance with the terms of the Note & Disclosure
Statement, this check was applied first to the interest that had accrued on the
account since the Borrower's previous payment ($12.01), then to the outstanding
principal balance
It should
also be noted that the 12.90% interest rate referenced by the Borrower in her
complaint is an Annual Percentage RateInterest does not accrue daily at that
rate, as indicated by the Borrower
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:Please know
that there is no requirement for the Bank to provide online access to view or interact with loan accounts; however, the Bank is currently in the process of providing this option, and hope to introduce it in the near futureThe Borrower should be expecting to receive a monthly statement shortly, and monthly beginning in April.Thank you,Andy G[redacted]Customer Relations ManagerEnerBank USA

Complaint: [redacted]
I am rejecting this response because: When I call in to your representatives two out of three tell me to send my bank statements.  They are clearly not equipped to handle this.  Its quite disheartening that this business makes it so difficult to verify payments and its astounding that three separate payments have been totally missed.  I certainly hope that EVERY SINGLE ONE of your customers takes it upon themselves to call each month to make sure their payments have been credited.  Additionally, that the lender has no ability to track the payments that they have received.  its insane.  I have contacted my bank and requested additional information.  However, this whole thing is very shady and I don't seem to get the same answer from anyone that I talk to.  In fact, I even got two different addresses to send in the bank statements to.  There seems to be no internal measure to ensure that customers are given the correct information at all.  I cannot be satisfied with any business response until I am credited with the money I am due.  To miss three separate payments in a year?  Thats crazy.  It can already be verified from the bank statements I sent in.  However, I have requested the checks as well.  But I can't mark this resolved until it is taken care of.  At this point, I have no faith in this business so can't just assume it will all work out in the end.Therefore, I have to withhold any statement of resolution until this all plays out.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I haven't receive any help resolving this matter I made a large purchase didn't receive what I should have received left having to have the only option to send money to fix (correct) a central heat and air unit that suppose to be a new unit this I shouldn't have to do I might as well should of kept my old unit if I have to spend money and hire another air conditioning company to do the correct work that the other company should of done
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The representative at EnerBank's complaints department has indicated that they will refund the interest charges and provide a paid in full statement to us within 10 days. Until that statement is received, we are unwilling to close the complaint. 
Sincerely,
Angela D[redacted]

Complaint: [redacted]
I am rejecting this response because: we do not accept the fact that we made and were approved for a full 20 thousand dollar HOME IMPROVEMENTt loan from EnterBank and that because we did not use THEIR associated contractor that we will not be getting any of the money promised. Our credit is excellent and there should be no reason that should be withheld from choosing the nature of our home improvements and which contractor, we will be allowed to use according to Enterbanks terms. The information that Enterbank has supplied was correct but only half of the truth! They insisted, during our dispute that the contractor never heard from us and after Enterbankreceived this Revdex.com complaint, they asked for us to send the return receipt from the three letters that we mailed the contractor that we choose from Enterbanks list. When they got it, they dismissed the loan balance and all parties agreed, though we are not satisfied with Enterbanks procedures and the redness of customer service rep for Enterbank during the dispute and of course here we are, with no home improvements, despite our good credit, Enterbank refuses to fulfill their obligation to give us a loan because we won't use their contracting service. Enterbank also keeps checking on our credit without our approval, making a smear on our credit report...not fair that Enterbank should be allowed to practice like this! Also now we had to pay another contractor out of our pocket $750 to repair the work (mainly a big hole in our yard) that Enterbank's listed contractor put their. Our HOA has also threatened fining us because they say we did not restore the yard back to the way it was before the contractor destroyed it.
Sincerely,
[redacted]

To Whom It May Concern:
Upon receipt of the complaint, we fully investigated Ms
D[redacted]' ("Borrower") loan account to better understand her concerns.
Our records indicate that the Borrower contacted EnerBank
USA (the "Bank") prior to her Same-as-Cash expiration
date stating that their
mail had been delivered to the wrong address and, therefore, their Same- As-
Cash payoff was not received by the Bank.
At that point, the Bank representative advised her of additional payment
options in order to ensure that her payoff was received within the Same-As-Cash
expiration period
On June 11, 2015, the Borrower contacted us again requesting
an extension on the Same-as-Cash expiration date. As part of the Bank's procedures for
this type of request, the representative transferred the customer to a manager
The manager was not available so the customer left the manager a voicemail in
order to facilitate a return call. The
manager reviewed the account and authorized an extension of the Same-As-Cash
period on June 12, 2015; however, our records indicate that they failed to
contact the customer. We apologize for
this inconvenience
On July 6, 2015, the Borrower contacted the Bank again to
confirm that the payment was received.
In that conversation, she requested to speak with a manager, but there
was not one available. The Borrower asked
to speak with the complaint department, but was not given instructions on how
to contact them.
Upon being notified of the complaint, the appropriate
managers of those employees who were involved were notified of these issues and
additional training will be provided to ensure that our borrowers are receiving
superior customer service. The Bank's
goal is 100% customer satisfaction
I have reached out to the Borrower and spoke with her authorized
contact, Alex, to discuss their concerns.
We believe we have come to an amicable resolution that both parties
agree to. We appreciate the opportunity
to address the Borrower's concerns and if they have any questions, they may
contact our Customer Relations Department at [redacted]
Sincerely,
Blake M[redacted]
Customer Relations Coordinator
EnerBank USA

To Whom It May Concern:   On June 27, 2017, we received the Borrower’s complaint in connection to his account with EnerBank USA (the “Bank”). In his complaint, the Borrower believes it to be unfair that the Bank reported 10 months of late payments to credit reporting agencies.   Our...

records indicate that the Borrower’s monthly payments are due on the 22nd day of each month. The Bank offers a 10 day grace period on each payment, meaning that as long as the minimum monthly payment is satisfied within 10 days of the due date, no late charge will be assessed.   Our records further indicate that the Borrower missed a payment in September 2014 and a late charge was assessed to his account. Although the Borrower continued to make monthly payments from that point on, because a payment was never made to make up for the missed payment, each payment the Borrower made was effectively one month behind for which a late fee was assessed accordingly. The Bank reports an account as delinquent to the credit bureaus only if it is 30 days or more past due, otherwise the account is reported as current per CDIA guidelines.   Additionally, our records indicate that in June 2015 the Borrower qualified for a payment extension which allowed the Borrower to bring his account current.  As a courtesy, the Bank waived three months’ worth of fees for late payments.   It should be noted that regardless of which state the Bank is headquartered, it is required to report accurately to each credit bureau on every account it services. Given the Borrower’s situation, the Bank has found that it has reported accurately and as required to the credit reporting agencies.   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 RelationsEnerBank USA

To Whom It May Concern:
We are in receipt of Ms[redacted]'s rebuttal in which she claims
that EnerBank USA (the "Bank") is not providing required disclosures to its
borrowers due to the fact that it does not offer online access to its accounts,
or send monthly statements
As Ms[redacted] indicates in her response, the Bank is an FDIC
regulated financial institution. As
such, the Bank regularly undergoes examinations performed by the FDIC, as well
as the Utah Department of Financial Institutions to ensure compliance with all
applicable laws and regulationsAdditionally, the Bank is regularly reviewed
by its auditors to ensure compliance with said laws. The Bank is in good standing with its
regulators and is compliant with all applicable laws and regulations
As stated in our previous letter, the fact that a borrower
does not have access to view their account does not constitute a violation of
law. Additionally, there is no
requirement for the Bank to send a monthly loan statementMany lenders of
closed-end installment loans, such as the Bank, use coupon books In terms of providing required disclosures
regarding the terms of borrower loans, the Bank clearly discloses the loan
terms both verbally when the borrowers apply for the loan, and in writing prior
to the loan closingIn short, there is no valid basis for the complaint
As stated in our previous response, Ms[redacted] can contact
our Customer Service Department at any time for full account details as well as
to request an up-to-date payment history
If Ms[redacted] has any additional concerns, we would
encourage her to contact our Customer Relations Department directly at
[redacted].
Blake [redacted]
Customer Relations Coordinator
EnerBank USA

To Whom It May Concern: On July 8, 2016 we received Ms. [redacted]’s (the “Borrower”) complaint in connection to her loan account with EnerBank USA (the “Bank”). In her complaint, the Borrower states that the Bank did not correctly apply her payments to her loan account, and thus caused her to incur...

a late charge. Our records indicate that the Borrower contacted the Bank on November 9, 2015, and applied for and was approved for a 6.99% 5-year loan, in the amount of $3,023.86. The general terms of the loan were explained verbally at the time of application, and the full terms were provided in writing prior to the loan funding. As outlined in the Note & Disclosure Statement (the “Note”), there is no prepayment penalty; however, the Bank will only advance the next monthly due date by three months if the loan is not paid in full. Our records further indicate that the Borrower began making three monthly payments at a time. These payments were applied to her account in accordance with the Note. The Borrower made a payment in January 2016, which satisfied three months of payments, and made her next due for April 2016. The Borrower then made another payment in March 2016. Since she was already paid ahead, the Bank could only extend the next due date to June 2016. The Borrower believed she was paid ahead until July, and missed her monthly payment for June. A Bank representative spoke with the Borrower on July 8, 2016, and explained the situation. They reviewed the terms of the loan as outlined in the Note, and agreed to waive the incurred late charge as a one-time courtesy to the Borrower. The Borrower made another payment which has paid her ahead to October 17, 2016. The Borrower has confirmed that she understands the terms of her loan, and that she is satisfied with the Bank’s offer to waive one late charge for her. 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:
Upon
receipt of the complaint, we fully investigated Mr[redacted]' (the "Borrower")
loan account to better understand his concerns.
In
September 2012, the Borrower obtained a month Zero Interest Loan through EnerBank
USA (the "Bank") in
order to finance a home improvement project. Our records indicate that over the life of
the loan, the Borrower was late in making his monthly payment on several occasions.
On
September 9, 2015, one of our Customer Service Supervisors spoke with the
Borrower and explained that the July 25, payment was received on August 6,
which was beyond the allowed grace period and resulted in a late charge being
assessed to his account. The Borrower
claimed that the payment was sent on time and cashed prior to that date. The Supervisor notified the Borrower that if
he could send a copy of his records indicating that the check cleared prior to
August 6th, we would make the adjustment. We have yet to receive any records in
response to the request. A payoff quote
was also verbally given to the Borrower on that date
On
October 6, 2015, the Bank contacted the Borrower regarding his missed September
payment. The Borrower stated that the
payment had been sent and the Bank should receive it shortly. The Bank received the payoff amount on
October 9, which was posted on October 12, effective of the date that
it was received.
As
a courtesy, the Bank has agreed to refund the Borrower the amount equal to two
(2) late charges. The Borrower requested
an additional $be refunded in order to compensate him for a stop payment
charge he was assessed by his local bank; however, the Bank never received a
check where a stop payment was placed
We
appreciate the opportunity to address the Borrower's concerns and if he has any
questions, he may contact our Customer Relations Department at ###-###-####
Sincerely,
Blake
M[redacted]
Customer
Relations Coordinator
EnerBank
USA

To Whom It May Concern: On July 5, 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 adequately disclose the terms of the loan in order to collect additional monies...

from borrowers. Our records indicate that the Borrower contacted the Bank on April 21, 2015, and applied for and was approved for a 365 Day Same as Cash flex loan in the amount of $10,695.00. The terms of the loan were explained verbally to the Borrower during the application call, and provided in writing prior to funds being disbursed on his behalf.. A Note and Disclosure Statement (the “Note”) was delivered electronically to the Borrower prior to his signing of the Payment Authorization Forms. Sections 5 and 6 of the Note indicate that interest will begin accruing on the first day of the loan, and that if the full principal balance of the loan (the First and Second Advances – if used) were repaid on or before the same as cash date; all of the accrued interest would be waived. Our records further indicate that two reminder letters were sent to the Borrower prior to the same as cash date. Unfortunately, the Borrower did not repay the full principal balance of his loan before his same as cash date of June 17, 2016; therefore, the accrued interest was not waived. The Borrower contacted the Bank on July 5, 2016 regarding his account. After speaking with a supervisor regarding his situation, the Bank agreed to waive a portion of the accrued interest as a courtesy. The Borrower repaid the agreed upon amount, and the Bank considers his account paid in full and closed. The Borrower will receive a letter indicating the account is closed for his records. It should also be noted that the Bank is regulated by the FDIC and undergoes regular audits to ensure compliance with all federal banking requirements, including UDA(A)P and Fair Lending laws. 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

Complaint: [redacted]
I am rejecting this response because:Although, I was informed verbally that my payments were up to date (through April), however the written statement stated that we still owed late fees and payments for March . Unfortunately verbal statements mean nothing, when there is written documentation contradicting it.  Also my credit report has not been updated and is saying I am delinquent on payments.  
Sincerely,
[redacted]

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:   On July 17, 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 overcharged interest due to an error made by the Bank.   Our records indicate that the Borrower...

contacted the Bank on October 26, 2016 and applied for a Traditional Installment loan in the amount of $3,765.00. The loan booked on November 12, 2016 which created a first payment due date of December 17, 2016.   On December 28, 2016 the Borrower contacted the Bank to set up a one-time draft payment in the amount of $100 to make the first month’s payment. At that time the Borrower also set up auto-pay for future payments. On January 17, 2017 the first payment was returned to the Bank, at which time it was discovered that the error was made with respect to the Borrower’s routing number. On January 23, 2017 the Borrower contacted the Bank to inquire about the statement she had received showing fees due and payment reversals. It was explained to the Borrower at this time that there had been an error and the Bank advised the Borrower that all fees would be waived. On January 30, 2017 the Bank spoke with the Borrower and set-up payments that were back dated with the correct effective dates so as to not show on the Borrower’s account as missed payments.   Our records further indicate that the Borrower contacted the Bank on April 25, 2017 and again on June 26, 2017 with questions regarding how payments had been applied and how interest had been accruing. The Bank offered to have her payments reviewed as well as sending her a payment history. Additionally, the Borrower was informed on June 26, 2017 that the account was paid in full and that a refund would be sent in the amount of $62.97.   On July 18, 2017 our records show that a Customer Service Supervisor spoke with the Borrower who apologized for the experience the Borrower had with the Bank, further explained how payments had been applied and how interest had accrued, and confirmed with the Borrower that she had received the refund of $62.97. The Supervisor offered to review the account in further detail; however, the Borrower stated they were traveling at that moment. The Supervisor advised the Borrower that the Bank would send a more detailed payment history and that the Borrower could call back and speak to the Supervisor upon their return, should the Borrower have any additional questions. To date, the Borrower has not attempted to contact the Bank for further review of her account.   As the Bank appropriately back-dated all payments, no negative information should be showing on the Borrower’s credit report.   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 June 13, 2017 we received the Borrower’s complaint in connection to her loan with EnerBank USA (the “Bank”). In her complaint, the Borrower claims that the central heat and air unit that the Bank financed was defective. The Borrower also states that the contractor...

she chose to perform the installation is unwilling to honor a 10 year warranty.   Our records indicate that the Borrower contacted the Bank on May 16, 2017 and applied for and was approved for a loan to finance a central heat and air unit in her home.  The terms of the loan were provided in writing prior to funds being disbursed on her behalf.  On May 18, 2017, upon confirmation that the Borrower was satisfied with the products and services that were provided by her contractor, and at the Borrower’s request, the Bank sent the contractor the loan proceeds.   The Borrower contacted the Bank directly in mid-June and expressed her concerns regarding the contractor as well as the product she received.  In response to her complaint, the Bank reached out to the contractor directly to both notify them of the complaint, as well as to allow them an opportunity to address the matter. The Bank also sent the Borrower a Consumer Affidavit on June 13, 2017 to substantiate her complaint.   To date, we have not heard from the contractor regarding the complaint. If we do not hear back from the contractor within the next few days, we will make additional efforts to obtain a response. Once we receive a response from the contractor the Bank will be better equipped to provide assistance to the Borrower in an effort to resolve her complaint.   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