Frontier Development

Initial Business Response / [redacted] (1000, 5, 2015/07/08) */ Equity U's program was offered to Mr [redacted] at [redacted] on July 14, It was offered as a payment option for the customer to help them accelerate their payments and interest savingsAll fees associated with our program are not only stated on the contract Mr [redacted] signed but are stated on the front as well as the back of the contractThe enrollment fee for our program is [redacted] in section of Mr [redacted] contract, not only is the enrollment fee listed, it is initialed by Mr [redacted] Every customer is to have a copy of their Equity U contract with the rest of the paperwork from the dealership; unfortunately we cannot verify 100% that the customer's copy was given to him and/or given at that timeBecause of this every customer that is enrolled in our program we attempt to either send a welcome email to the customer or make a welcome call, Equity U left a message for the customer on 7/15/at 9:amIn all this time Mr [redacted] has never once requested a copy of contract from Equity UA copy of the contract has been mailed to the customer today, with all but the last four of the customer's SSN and account number marked outThis has been sent to the address provided on the Revdex.com complaint formThe customer has requested that a prorated amount of the enrollment fee be refunded back to him; at this point in time Equity U has only collected [redacted] towards that enrollment fee, of [redacted] At this time we cannot refund what has been collected of the enrollment fee, as Mr [redacted] has utilized our service for nearly one year without an issueMr [redacted] has failed to mention that not only have all of his payments to [redacted] have been received and received before the due dateMr [redacted] stated that anyone can do our program, which is 100% correct, just because someone has the ability to make additional principal payments on their loan does not mean they are going to make themMr [redacted] is getting a prorated refund as we have not collected [redacted] of the amount Mr [redacted] cleared agreed to pay

Initial Business Response / [redacted] (1000, 5, 2017/01/10) */ Mr [redacted] did contact Equity U on 11/30/at 9:39am stating his loan had been sold to Northwest Bank, Equity U at this time updated his accountIt is incorrectly stated that Equity U did not take action at that timeUnfortunately, his payment to Key Bank (who Equity U was informed by First Niagara the loan was being sold to) had already been issuedOn December 30th, 2016, Equity U was contacted by the customer via email stating the payment had not posted to the account it was discovered that it was incorrect sent to Key BankAt that point in time the payment was stopped and reissued Priority Mail to Northwest BankThe next week Mr [redacted] requested via email the tracking number for the Priority Mailed package, this was email to him as wellThis payment that was sent Priority Mail was received on January 4th, His January payment was issued on January 3rd, and was received on January 9th, After Mr [redacted] filed this complaint he was contacted via email by Equity U after receiving yet another email stating Equity U had not contacted him backThe email was forwarded to a supervisor, [redacted] from our office emailed Mr [redacted] back on Monday 12:03pmThis email stated we needed to give the payment issued on 1/3/a few more days to post to the account as there has been a holiday and that does slow down the processing departments with the lendersIt also stated we had sent him the tracking information the previous week for his recordsMs [redacted] did have to be out of the office Monday afternoon and if he would provide a contact at Northwest Bank Ms [redacted] would contact them first thing the next morningMs [redacted] also requested that a copy of the late charges be sent to Equity U as we would cover those fees but this had never previously request by the customerMr [redacted] agreed to this and stated he would send a copy of the fees the following dayThis morning 1/10/Ms [redacted] with Equity U reached out to [redacted] at Northwest Bank, Ms [redacted] confirmed the January payment had been received yesterday 1/9/Ms [redacted] has submitted a request to our accounting department for the one late charge of $to be sent to the lender on Mr [redacted] 's behalfNothing can affect the customer's credit as there was not a payment received after being days lateMs [redacted] has already contacted Mr [redacted] informing him that the payment has been received by his lender and that Equity U is covering his late feeMr [redacted] expressed he wished to continue forward with his account with Equity UMs [redacted] has also adapted the due date in our system so the customer's payments are sent even sooner than the time frame of approximately days before the payment is due to the lender Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/01/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) The manager at Equity4U, [redacted] seems to be the only competent person that I was able to talk toShe was able to resolve this month long issue in the matter of a day

Final Consumer Response /* (2000, 5, 2016/12/22) */
I was able to get a response from the business todayI believe the issue has been resolved

Initial Business Response /* (1000, 5, 2015/07/08) */
Equity U's program was offered to Mr*** at *** *** on July 14, It was offered as a payment option for the customer to help them accelerate their payments and interest savingsAll fees associated with our program are
not only stated on the contract Mr*** signed but are stated on the front as well as the back of the contractThe enrollment fee for our program is *** in section of Mr*** contract, not only is the enrollment fee listed, it is initialed by Mr***Every customer is to have a copy of their Equity U contract with the rest of the paperwork from the dealership; unfortunately we cannot verify 100% that the customer's copy was given to him and/or given at that timeBecause of this every customer that is enrolled in our program we attempt to either send a welcome email to the customer or make a welcome call, Equity U left a message for the customer on 7/15/at 9:amIn all this time Mr*** has never once requested a copy of contract from Equity UA copy of the contract has been mailed to the customer today, with all but the last four of the customer's SSN and account number marked outThis has been sent to the address provided on the Revdex.com complaint formThe customer has requested that a prorated amount of the enrollment fee be refunded back to him; at this point in time Equity U has only collected *** towards that enrollment fee, of *** At this time we cannot refund what has been collected of the enrollment fee, as Mr*** has utilized our service for nearly one year without an issueMr*** has failed to mention that not only have all of his payments to *** *** *** *** have been received and received before the due dateMr*** stated that anyone can do our program, which is 100% correct, just because someone has the ability to make additional principal payments on their loan does not mean they are going to make themMr*** is getting a prorated refund as we have not collected *** of the amount Mr*** cleared agreed to pay

Initial Business Response /* (1000, 5, 2015/07/21) */
Equity U has received and responded to an email from Mr*** on 7/20/that was received on 7/19/(a Sunday) and left a message returning Mr***'s phone message on 7/20/Equity U also spoke with the finance person from the
dealership on 7/20/where Mr*** purchased his vehicle and explained the discrepancy on his account, the finance person stated he would contact Mr*** back directly
Mr***'s account with *** *** *** is behind because Mr*** had a debit from 4/10/15, that failed due 'Insufficient Funds'Mr*** was sent an automated email alerting him of this on 4/13/and a voice message was left for him on 4/14/Mr*** never contacted Equity U back to resubmit the failed debitSince the failed debit was not resubmitted Equity U only had enough funds to make a half payment directly to *** *** *** for the April paymentThe error or late payment on Mr***'s account was caused by Mr*** having insufficient funds when his scheduled debit was to occurWe can cancel Mr***'s account and refund back the last debit collected on 7/17/but Mr*** will have to contact our office by phone XXX-XXX-XXXX or email at ***@equity-4-u.com

Initial Business Response /* (1000, 5, 2017/01/10) */
Mr. [redacted] did contact Equity 4 U on 11/30/16 at 9:39am stating his loan had been sold to Northwest Bank, Equity 4 U at this time updated his account. It is incorrectly stated that Equity 4 U did not take action at that time. Unfortunately,...

his payment to Key Bank (who Equity 4 U was informed by First Niagara the loan was being sold to) had already been issued. On December 30th, 2016, Equity 4 U was contacted by the customer via email stating the payment had not posted to the account it was discovered that it was incorrect sent to Key Bank. At that point in time the payment was stopped and reissued Priority Mail to Northwest Bank. The next week Mr. [redacted] requested via email the tracking number for the Priority Mailed package, this was email to him as well. This payment that was sent Priority Mail was received on January 4th, 2017. His normal January payment was issued on January 3rd, 2017 and was received on January 9th, 2017. After Mr. [redacted] filed this complaint he was contacted via email by Equity 4 U after receiving yet another email stating Equity 4 U had not contacted him back. The email was forwarded to a supervisor, [redacted] from our office emailed Mr. [redacted] back on Monday 12:03pm. This email stated we needed to give the payment issued on 1/3/17 a few more days to post to the account as there has been a holiday and that does slow down the processing departments with the lenders. It also stated we had sent him the tracking information the previous week for his records. Ms. [redacted] did have to be out of the office Monday afternoon and if he would provide a contact at Northwest Bank Ms. [redacted] would contact them first thing the next morning. Ms. [redacted] also requested that a copy of the late charges be sent to Equity 4 U as we would cover those fees but this had never previously request by the customer. Mr. [redacted] agreed to this and stated he would send a copy of the fees the following day. This morning 1/10/17 Ms. [redacted] with Equity 4 U reached out to [redacted] at Northwest Bank, Ms. [redacted] confirmed the January payment had been received yesterday 1/9/17. Ms. [redacted] has submitted a request to our accounting department for the one late charge of $15.81 to be sent to the lender on Mr. [redacted]'s behalf. Nothing can affect the customer's credit as there was not a payment received after being 30 days late. Ms. [redacted] has already contacted Mr. [redacted] informing him that the payment has been received by his lender and that Equity 4 U is covering his late fee. Mr. [redacted] expressed he wished to continue forward with his account with Equity 4 U. Ms. [redacted] has also adapted the due date in our system so the customer's payments are sent even sooner than the normal time frame of approximately 8 days before the payment is due to the lender.
Initial Consumer Rebuttal /* (2000, 7, 2017/01/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The manager at Equity4U, [redacted] seems to be the only competent person that I was able to talk to. She was able to resolve this month long issue in the matter of a day.

Initial Business Response /* (1000, 5, 2016/02/19) */
**. [redacted] was contacted at the beginning of her loan twice for her loan account number, a message was left on 4/14/15 and 4/21/15, after Equity 4 U attempted to get the loan account number directly from Capital One Auto Finance. On 2/2/16 **....

[redacted] was contacted again for the loan account number due to the December payment not clearing. On 2/3/16 **. [redacted] finally provided E4U with the loan account number, not in January. The December payment was resubmitted to Capital One and cleared our bank on 2/12/16, therefore nothing can affect the customer's credit. On 2/15/16 a message was left for **. [redacted] that E4U believes we have the incorrect Social Security Number on file for her and that is preventing E4U from making sure her payments are posting properly, as of today 2/19/16 **. [redacted] has not contacted E4U back verifying her SSN. **. [redacted]'s reissued December payment has cleared, her January payment cleared before the due date and her February payment should post any day now if it has not already. With this information no payments were 30 days late therefore it cannot affect the customer's credit negatively. Now that Equity 4 U has the customer's loan account number we can issue her payments to Capital One Auto Finance as an EFT payment, which posts much faster and more efficient.