First Associates Loan Servicing LLC

Dear [redacted], Our office has received your complaint regarding your account on 10/12/2017. After reviewing your letter, we understand you have requested the title to your vehicle.We understand that you were in communication with a one of our representatives on 10/11/2017, during which time she...

confirmed that we released the title of your vehicle to your [redacted], located at [redacted] on 9/28/2017. Please contact your [redacted] to retrieve the title. If you have any further questions or concerns, we ask that you feel free to contact us.If you would like to update your contact information or make a payment, our offices can be reached at [redacted]; Monday-Friday from 6:00AM-7:00 PM (PST) and Saturdays from 7:00AM-12:00PM (PST).Sincerely,Customer ServiceCondor Securitization Trust

Complaint was received and closed with explanation through the Revdex.com Portal. Response has been mailed to consumer and provided to Revdex.com through the portal. 
We are in receipt of your complaint filed with the agency referenced above. First and foremost wewould like to apologize for any...

inconvenience that you may have experienced with respect to yourPEAKS Private Student Loan.Upon review of your complaint, it is our understanding you feel your loan account is not managedproperly.Please be informed that the reason your account is no longer eligible for any other form of assistance isdue to the fact you have utilized any and all forms of aid available to you, this includes In SchoolForbearance. Per your request, your account was enrolled in the Modified Graduated RepaymentSchedule (MGRS) program that of which is scheduled for two years starting 9/15/15 through 9/15/17.Subsequent to reviewing your account, we have located your payment history; per your paymenthistory, there have been numerous returned payments which caused your account to becomedelinquent. The last payment we received from you was for the amount of $175 on 3/25/2016,however, this was applied towards late fees and fees associated with the previous returned payments.The reason your account changed from 87 to 164 days past due was because of the returned paymentspreviously mentioned. As of today, your account is 189 days past due with a past due balance of$591.19; this includes unpaid billings for the months of November through April and any late feesaccrued.Per our notes, there was never a conversation occurring March 11, 2016. Please be informed that anyaccount not paid within the terms of the contract is subject to fall under default as stated in yourpromissory note. Enclosed is a copy for your review.We can assure you that your account has been reported accordingly to all credit agencies. Once accountbecomes current with all past due balances liquidated, your credit will reflect such updates. If you have any questions regarding the status of your loan or to make a payment please feel free tocontact our office at [redacted]. Our office hours are Monday through Friday from 6:00 AM to 7:00PM (Pacific Standard Time) and on Saturday from 7:00 AM to 12:00 PM (Pacific Standard Time).Sincerely,First Associates Loan Servicing

Regarding: Account #: [redacted]Mr. [redacted], We would like to thank you for your patience while we conducted our investigation into your complaint. Our results are as follows: We have updated this trade line data to reflect the account closure and the specific details surrounding the...

satisfaction of your account balance. We maintain a reporting relationship with [redacted] therefore; the trade line update will be visible on a credit report supplied by [redacted]. If you have any questions please feel free to contact our office at [redacted]. Our office hours are Monday through Friday from 6:00 AM to 7:00 PM (Pacific Standard Time) and on Saturday from 7:00 AM to 12:00 PM (Pacific Standard Time). Thank you. Sincerely, Student Credit Union Connect

Thank you for the opportunity to respond to the
consumer’s complaint. For reasons of privacy we will refer to the consumer as
“The Customer” throughout our response.
 
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First and foremost we would like to explain our
involvement with respect to the customer’s purchase described in the complaint.
First Associates is the current loan servicer of the customer’s vehicle financed
by Thunderroad Financial. First Associates had no involvement in the
origination of the customer’s loan or the service that he received at Harley
Davidson.
 
Regarding the billing statements that the customer
claims to have not received; we received the loan for servicing on 08/12/2014
and on this day we mailed the customer a “Welcome Packet” which includes all of
the information needed to make payments and view/request his loan details.
 
 We had first the
communication with the customer when he contacted our office via telephone on
08/13/2014. During this conversation the customer was made aware of his loan
details including how and when to make his payments and of the 10 payment grace
period that is allowed.
 
The customers first payment due date was on
08/18/2014 (and was clearly outlined in his loan agreement signed at the
dealership). We do acknowledge that the loan was sent to us for servicing
rather late seeing that his first payment due date was just 6 days away. This
most likely was due to some sort of hold up at the dealership.
 
On 08/20/2014 (payment had not been received) we
spoke to the customer and advised him that in addition to the 10 day payment
grace period that is allowed, we would waive any late fees that take place in
the month of August since his loan was boarded so close to his due date and
therefore he did not receive the initial statement prior to his due date.
 
The customers mailing address has been confirmed as
being correct. We have mailed statements to the confirmed address at the end of
August and end of September. We have also mailed the customer a Voluntary
Repossession form per his request. We have yet to receive payment or the return
of the requested form.
 
We have spoken to the customer via telephone on at
least 15 separate occasions, he is aware of the loan delinquency, furthermore
we assert that the customer has always been aware of how and when to make his
loan payments.
 
We take the customers claim of harassment very
seriously. We have reviewed the history of communications between the customer
and our call center representatives; and fortunately have not found any
conversations to be of a harassing nature. If the customer would like to
provide specific dates, times and preferably a name of the representative in
which he felt harassed by; we are able to re-investigate.
 
All of our communications to the customer have been
in accordance with his loan contract; we are required to send him reminders of
payments due; late notices and attempt to make contact with him to collect the
past due balance on his account.
 
Unfortunately, the customer’s desired resolution
cannot be met. We are limited by the terms of the loan agreement and therefore
cannot commit to the request for 3 month deferment of loan payments.
 
Although we conclude that First Associates has not
committed the claims listed in the customers complaint we are unhappy to know
of the customer’s dissatisfaction with his loan experience. We would be happy
to further discuss the situation with the customer at his request and
convenience.
If any other details are needed please feel free to
contact us.

Dear [redacted], Our records show attempts to contact you regarding assistance with loan repayment on many occasions. The telephone numbers that we have been using in an attempt to contact you are: [redacted] and [redacted]. We cannot offer assistance if we are unable to make contact...

with you. Our records also show that we have sent you many emails in an attempt to assist you with loan repayment. Unfortunately, you have also failed to respond to any of our emails. The email address on file for you is: [redacted]. If you would like to discuss a payment option that fits your current financial situation please contact us at [redacted], you may also contact our office via email at [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I did receive the title to my car, but you never had possession of it. The lien was released by Blinker and the representative who told me your company released my title broke the law. You didn’t have the lien and my title was e-filed. No one had the actual paper title to it until I received it from Blinker. [redacted] with Blinker had a meeting with [redacted]. and [redacted]. about my situation. Blinker wanted to ensure no other customer service representative informed its customers that they were releasing titles since you never had them! You have no clue what you are writing about or the law. Now that [redacted] with Blinker released their lien and I have my automobile title thanks to her competency, definitely not yours, I’m done with you now. You need training and so do all of your customer service reps or you can continue to break the law. 
Regards,
[redacted]

Thank you for the opportunity to respond to the customer’s
complaint.
 
Upon review of Ms. [redacted] account history we can confirm that
she did contact our office via telephone on 02/24/2015. Ms. [redacted] advised...

the
representative that she has been attending school since Fall 2013 and would
like her student loan to be placed into an In School Deferment. At this time
Ms. [redacted] loan was already more than 6 months past due.
 
Per the terms of Ms. [redacted]’s Promissory Note; she must be
attending [redacted] at least half time for her loan to remain in
or be re-placed into an In School Deferment Status.
 
The payment history shows that Ms. [redacted] continued making
her loan payments until August 2014. At anytime Ms. [redacted] could have
contacted our office to go over the In School Deferment qualifications that are
outlined in her promissory note. We have always kept Ms. [redacted] aware of the
delinquency by mailing monthly billing statements and mailing her a demand
letter notifying her of the risk of default. The demand letter was mailed to
her on 1/12/2015.
 
Coincidentally, on the same date that Ms. [redacted] contacted
our office; her loan was moved into a permanent default status as her loan was
in a prolonged state of delinquency.  
 
According to the details in Ms. [redacted] complaint she is
currently attending “University of Maryland University College”, unfortunately
even if we had received her request for an In School Deferment in time to
process the form before the default; she would not have qualified.
 
We encourage Ms. [redacted] to contact our office if she would
like to discuss a payment arrangement that fits her financial needs.
 
If there are any questions please contact us at
877-662-2470. Our office hours are Monday through Friday from 6:00 AM to 7:00
PM (Pacific Standard Time) and on Saturday from 7:00 AM to 12:00 PM (Pacific
Standard Time).

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint...

resolved.
This complaint has been resolved satisfactorily, thank you.
Regards,
[redacted]

Our previous response was a request to the consumer asking that she provide the name of the representative that she spoke with and the date that the conversation took place so that we may review that phone call. The consumer was unable to provide the requested information. We have reviewed the last 2 incoming phone calls from the consumer. Unless Ms. [redacted] objects we will assume that the 2nd reviewed phone call is the call subject to her complaint. The details of this call are as follows:Our records show that the consumer contacted our office on 11/11/2014 via telephone- caller id: (xxx) xxx-[redacted]. During the beginning of the conversation Ms. [redacted] was given the amount of the total past due balance which at that time was: $398.55 (see attached statement). She explained that a health condition combined with a loss of work hours has caused the delinquency of her account. She asked the representative if there were any payment plans available for the past due balance. The representative stated: "you have to put at least $250.00 towards the account to bring the account current within the next 4 months". This means that in order to bring the account current over the next 4 months (in time for her to complete her current class) she would have to pay at least $250.00 per month. We would like to apologize if the representatives explanation was misunderstood by the consumer. As servicer our administrative authority is limited to the terms of Ms. [redacted] contract. We are unable to waive the past due balance or make any account adjustments. Statements are mailed out every month to keep customers informed of their balance and the monthly payments that are due. We encourage Ms. [redacted] to contact us by phone or visit our website whenever she has a question about her account. If there are any further questions or a need for more information please feel free to contact our office.

Please see the attached Third Party Authorization Form. This form must be completed by the borrower and returned to our office for approval. Thank you.

Revdex.com of San Diego
5050 Murphy Canyon, Ste. 110
San Diego, Ca. 92123
Phone: (858) 496-2131
Fax: (858) 496-2141
Complaint ID: #[redacted]
To whom it may concern:
 We are in receipt of the complaint filed by Charissa Mangum and we have reviewed her account details....

We have no record of a tax document being sent to her in the amount she quoted of $3000.00. We do however have record of her 1098-E tax form which has an amount of $2176.09 listed on it. Some borrowers can deduct interest payments on student loans when they file their income tax returns. This provision is known as the Student Loan Interest Deduction, and eligible loans are referred to as "1098-E eligible." As loan servicer we are required by law to provide this document to her.
Ms. Mangum’s account has qualified for a recovery program which triggered the four payments that were made on her behalf. Accounts that are close to default because of the customers’ failure to make payments for several months can be qualified to receive payments to prevent the account from being placed into a permanent default status.
The terms of Ms. [redacted]s student loan are not negotiable; we cannot alter the already set regular monthly payment amount. The terms of her loan are listed in her signed loan contract. If she is experiencing financial hardship she may qualify for assistance in the form of an Economic Hardship Forbearance.
With forbearance she may defer her payments for 3 months at a time for a maximum of 12 months. To apply for forbearance she can call our service department at 866-747-0273 or logon to our website at www.peaksloan.com.
Please feel free to contact our office with any questions.

I paid them off 6 months ago, but they added a 1 cent charge 50 days ago and never billed me, then added a $25 late fee saying I owe them $25.01 past due. Make sure you keep your receipts from First Associates. They said they would clear it up, waiting to see. Haven't checked my credit report yet, but will.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
They have not confirmed that the balance was paid in full. They are responsible for reporting correct information to the agencies, they have the innate ability to pull the information that they have reported to the agencies. It is not my responsibility to provide them with proof as they have the capable technology-  I've brought this to their attention on multiple occasions and they have agreed they could do so. The outcome is that it should be paid In full $0 balance. Never late and completely delete this from my credit report. Also sold car as of 09/30/2014 never but reported 30 day late in 01/2015 lol that's crazy? Also the loan was only 01/2014 to 09/30/2014 but shows data from 06/2010. As attached from credit report equifax last updated 04/07/2015. 
Regards,
[redacted]

Mrs. [redacted], 
Thank you for the opportunity to respond to your complaint.
We have investigated your concerns. Upon review of your account history and Ch.
13 Bankruptcy case details we have found the following:
Our customer service department received a call from you on
07/21/2015. The...

representative explained that she was unable to discuss any
account details with you or make any account adjustments. This was due to your
Bankruptcy filing and the fact that you were being represented by an attorney
regardless of your claim to have received a discharge. As bankruptcy is a
sensitive matter with strict laws surrounding creditor and debtor communication
our representatives are trained to refer bankrupt borrowers to their attorney.
Your attorney contacted our office on 07/21/2015 but did not provide a new
address for you. The title was mailed to the address on file with the United
States Bankruptcy Court Northern District of [redacted] on 08/07/2015. It appears
that when you contacted our Bankruptcy Specialist on 08/17/2015 you advised her
of your new address, however as stated previously; the title was already mailed
out to the address on file with the United States Bankruptcy Court Northern
District of [redacted]. You were advised by our Bankruptcy Specialist that when the
title gets returned to our office by the U.S. Postal Service we would then
forward the title on to your current address. You were also provided with the
Tracking number to the title package which is: [redacted]. To
date we have not received the returned title. We have created a replacement title
release package and have sent it via FedEx Overnight Delivery to the address
that you provided: [redacted]. The
tracking number is: [redacted]. The estimated delivery date and time is Sat,
9/5/15 by 12:00 pm.
Please contact [redacted] at [redacted] if you have
any questions.Thank you,
First Associates Loan Servicing, LLC

The information provided by Credit Karma is inaccurate. Credit Karma is not a Credit Bureau or Credit Reporting Agency. We do not have a reporting relationship with Credit Karma and have never supplied them with any consumer credit data. You must file a formal dispute with Equifax.
Thank you.

[redacted]IF APPLICABLE: PLEASE OMIT THE NECESSARY SECTIONS OF THE ATTACHED DOCUMENTATION TO PROTECT THE CUSTOMERS PRIVACY PRIOR TO THE PUBLIC POSTING.
 
Please see the communication below. According to the customer; the basis of this complaint originates from a Statement Issue. We have since provided the customer with the requested documentation again, this time via email to the address listed by the customer in his complaint data. 
We have attached the documents that were included in the email below to the customer. 
 
 
From: Customer Service Sent: Thursday, October 16, 2014 1:57 PMTo: [redacted].[redacted]@ogburns.comSubject: Welcome Packet and Statements
Revdex.com Complaint ID[redacted]
Thunderroad Financial Welcome Packet and Statements
Account Number: [redacted]
Dear [redacted],
Attached to this email you will find a Welcome Packet and
Statements for the above referenced account number. Please review them at your
convenience. If you have any questions please feel free to contact our office.
 Our office hours are Monday through Friday from 6:00 AM to 7:00 PM
(Pacific Standard Time) and on Saturday from 7:00 AM to 12:00 PM (Pacific
Standard Time).
Sincerely,
Customer Service Department
First Associates Loan Servicing, LLC
Fax: 888-756-1611
Email: [email protected]
Web: www.PrivateLoanServicing.com
 Confidentiality
Notice:
The information contained
in this e-mail is confidential and intended only for the addressee(s). Any
person(s) who receive(s) this message in error is hereby instructed to delete
or destroy this message. Any dissemination, distribution or copying of this message
is strictly prohibited. If you receive this message in error, please notify the
sender immediately by telephone or e-mail as set forth above.

We have received to our offices on January 26th, a copy of the complaint recently provided to the Revdex.com. Again, we would like to apologize for any inconvenience that you may have experienced with respect to your Peaks Private Student Loan. As servicer for your account, we take all...

complaints very seriously and thank you for the opportunity to respond.Upon review of your complaint, we understand you seek loan forgiveness on your Peaks account due to the e-signature process you experienced obtaining the loan. Please be advised that acceptable e-signatures may be obtained either by physical signature or by clicking and typing, as you have described you experienced. Your description of the process and your involvement in the e-signature style also indicates your presence and intention at origination of the loan, as you did provide your “SSN and other relevant information for an e-signature.” This process binds you to the contractual agreement between you and PEAKS student loans. Attached you will find a copy of the agreement, which lists all terms, such as your interest rate.Your account reflects that you graduated with the help of this student loan, back in 2012, and we offer our congratulations on this educational success! Student loans are designed to financially enable students to reach their education goals, and we are glad to work together with you to repay this arrangement.To ask a question or make a payment, our offices can be reached at 888-986-8128; Monday-Friday from 6:00AM-7:00 PM (PST) and Saturdays from 7:00AM-12:00PM (PST).[redacted] V.Complaint Resolution DepartmentFirst Associates Loan Servicing, LLCServicing on behalf of PEAKS Private Student Loans

Thank you for the opportunity to respond to the consumers complaint.
At this time we would like to ask the consumer to provide more information regarding the details of the complaint. In order to properly and thoroughly...

investigate her concerns we ask that she provide the following information:
On what date did the following conversation take place?:  ..."explained to me that if I pay 250.00, then that would bring my account up to date"...
What is the name of the Representative that advised you of the above underlined information?

We have reviewed the details of your complaint and have investigated your concerns. Upon review of the information that has been supplied to the credit bureaus for your account we can confirm that our data is correct. The payment history includes data from the months of January...

2014 to October 2014. The final payment date and closed date that was supplied to the credit bureaus was: 11/06/2014 (Last Payment Date) and 11/13/2014 (Closed Date).
We have not reported any payment history for 2015. The commentary on your account shows that we have requested proof of the errors that you claim appear on your credit file. We have requested this documentation from you on more than one occasion but you have yet to provide it to us. Unfortunately without any type of proof there is no further action that can be done on our end. 
We recommend you dispute the information with the credit bureaus and contact our office immediately after filling the dispute so our Credit Reporting department may review the data in the dispute with you directly. 
If you have any questions you may contact our office at [redacted]. Our office hours are Monday through Friday from 6:00 AM to 7:00 PM (Pacific Standard Time) and on Saturday from 7:00 AM to 12:00 PM (Pacific Standard Time).

December 16, 2014[redacted]Re: Account Number(s): [redacted] & [redacted]Dear [redacted],Please accept this letter as confirmation that the above referenced accounts have been satisfied. Yourcredit report has not been affected by either account. For account details including payment history pleasecontact our office at 800-275-3262. Our office hours are Monday through Friday from 6:00 AM to 7:00PM (Pacific Standard Time) and on Saturday from 7:00 AM to 12:00 PM (Pacific Standard Time).On behalf of [redacted]; we thank you for your business and wish you a prosperous future.Sincerely,Customer Service First Associates Loan Servicing LLC