Initial Business Response /* (1000, 5, 2014/08/20) */
I am responding to case no*** *** ***, Our account XXXXXX
Castle Credit provided the financing so that the ***'s could purchase a Water Treatment System from *** of *** *** *** *** is an
independent contractor that uses many different lenders for their customer financingIn this case *** accepted our offer to finance the ***'s Water Treatment System
The contract was signed on 9/25/The terms and conditions of the loan were verified with Ms*** via her home phone on 10/3/This verification call is a required step taken before opening a new accountThis verification call was placed days after the contract was signed and days after the buyer's right to cancel expiredBased on this verification call and with Ms***'s approval we established the loan and paid *** in full for the purchaseOn 10/6/we sent a welcome letter which again reviewed the contract terms
Unfortunately, the ***'s have not made timely monthly paymentsIn fact, the account was in Consumer Credit Counseling back in The last payment was received on 5/9/We left several unanswered messages over the past monthsOn 8/8/14, Mr*** was able to speak with Mr*** and discuss payment arrangementsDuring this call Mr*** expressed his desire to pay the loan off entirely as he was looking to sell his homeOn 8/12/14, Mr*** requested and we faxed and emailed copies of his loan documentsThe ***'s credit application was requested from storage and sent the following morningAll documents were supplied within hours of the request
Additionally, Mr*** requested a letter stating that the loan was for a home improvement purchase and not a second mortgageIt appears that the Credit Bureaus may have been reporting the loan as a second mortgageMr*** was glad to forward the letter and all the documentsFinally, Mr*** was instrumental in lowering the annual percentage rate back to (As per the Agreement signed the Annual Percentage rate increased to 21% due to delinquency)
Mr*** provided Mr*** with excellent customer serviceIn fact, he went above and beyond to provide these documents within hoursIt is our hope that Mr*** will respond accordingly to this complaint and continue to work with Mr*** in resolving the account
As always, please me directly with any additional concerns
Sincerely,
*** ***
Account Resolution Specialist
Revdex.com:
I still want this to be on their rating....this was something that should NEVER have happened I see that many other people have had problems with them
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/07/01) */
6/30/
I am responding to case no XXXXXXXX, *** & *** ***Our account no XXXXXX
Castle Credit provided the financing so that the ***'s could purchase a water system from *** Water of Greensboro,
NC
On 6/13/15, we verified the terms and conditions of the loan contract with both *** and *** *** via their cell phone, and with their approval, we established their loanThe ***'s loan is with Castle Credit and not with the dealer, *** The contract signed by the *** was assigned to Castle Credit, and Castle Credit has the legal right to collect all funds due per the terms of the contract
Castle Credit has an ongoing unrelated legal dispute with *** Please know that this dispute has nothing to do with the ***'s loanUnfortunately, *** is attempting to use the ***'s account as leverage to get out of the dispute Castle Credit has with themIn retaliation of our dispute, *** is trying to collect funds from the *** and other customers that are due to Castle CreditWe are working with our legal council to address this
It is our hope that this response will clarify that no monies are owed to *** for the water system purchased by the *** and financed by Castle CreditBy now the *** should have received a welcome letter and a statement for their first payment due on 7/12/We urge the *** to keep their account current with Castle Credit and to call our Customer Service Department at (XXX) XXX-XXXX with any additional questions they may have
As always, please contact me with any additional concerns
*** ***
Account Resolution Specialist
Initial Business Response /* (1000, 5, 2015/01/19) */
I am responding to case noXXXXXXXX, *** ***Our account noXXXXXX
While stationed at *** *** *** Castle Credit provided financing so that Mr*** could purchase a *** Vacuum System from *** Distributing of
*** *** We contacted Mr*** on 4/07/to verify the term and conditions of the contact he signed on 4/5/During this call Mr*** stated that he was the co- applicant on the loan and his intention was to help his roommate obtain credit to purchase the vacuumWe explained to him that this loan was in his name alone, that he would be responsible for making all the payments and that the credit history would be reported to the credit bureaus under his name aloneTherefore, his roommate's would not benefit from any credit reportingWe referred Mr*** back to *** Distributing for clarification of his purchase
Mr*** contacted *** Distributing and they confirmed exactly what we had told himOn 4/10/14, we reverified the terms and conditions of the loan with Mr***He stated that he wanted to help his roommate Michael with the purchaseWe again, very clearly explained that this account was in his name alone and that the credit history would be reported to the credit bureaus under his name onlyHe stated that he wanted to purchase the vacuum for his roommateTherefore, with his permission we established the loan and paid *** Distributing in full for his purchase
This first payment was scheduled and received on 5/15/via bank draftWe have not received any dispute regarding the drafting of this first paymentHowever, the next two monthly payments were rejected due to NSFTypically, with fraud the payments would have been rejected due to a stop payment or unauthorized paymentAdditionally, Mr*** had made promises to bring his account current as recent as August,
On 10/29/14, Mr*** called in from cell phone XXX-XXX-XXXX which is one digit off the cell number listed on his credit applicationThe phone number on his credit application and the phone we verified the sale with Mr*** is XXX-XXX-XXXXMr*** now is claiming that his identification was stolen while at *** *** and that he did not sign the contractWe emailed a fraud packet to him on 10/30/On 12/05/we received an incomplete fraud package back from Mr***There was no filed police report and he claimed to have no knowledge of the circumstances surrounding nor the person who committed the forgery
In the complaint Mr*** states that his cell phone number was listed for his social security numberThe credit application clearly lists Mr***'s cell phone and social security number in the proper placesPlease know that this loan was approved based on a successful verification, proper paperwork and credit information we obtained by running Mr***'s social security number
Finally, on 12/19/we received an email from Mr*** containing forms of identificationOne is his State of *** Drivers license issued 9/26/and the other is a *** Community College Identification CardBoth in his name with different signatures and different photo'sBy providing us with one valid and one fraudulent identification card we can only assume that Mr*** had full knowledge of this loan and actively participated in getting the loan processedMost alarming is his possession of fraudulent identificationIt is apparent that Mr*** alone or with another person participated in defrauding Castle Credit of funding dollars we paid to *** Distributing for his purchase
I urge Mr*** to call and make arrangements to avoid any additional legal fees charged in the collection of this debtThis is a legal and binding contract and we will pursue collection of this debt
As always, please contact me directly with any additional questions or concerns
Dave ***
Account Resolution Specialist
Tell us why hereI am responding to case no***, *** & *** ***
RE: Our Previous Account No ***
"margin-bottom: 0in;">The above referenced account was established to enable the ***'s to purchase a water filtration system from *** Water Works of Indianapolis, IN (“*** Water”)*** Water is an independent business that uses many different lenders for their customer financing*** Water is not contractually obligated to finance any of its business through Castle CreditIn this case, *** Water, accepted Castle Credit's offer to purchase the finance contract for the water treatment system purchase
The contract was signed on 09/08/and the buyers right to cancel expired on 09/12/On 09/16/05, (four days after the buyer's right to cancel had expired) we called to verify the terms and conditions of the loanThis verification call is a required step taken before opening an accountDuring this Ms*** stated that she wanted to cancel the saleTherefore, we contacted *** Water Works and informed them that we would not be financing the sale
On 09/23/05, Ms*** stated that they had changed their mind and wanted to keep the water systemShe stated that she and Mr*** decided that they could afford the monthly paymentWe then proceeded to verify the terms and conditions of the saleThis second verification call was placed days after the buyers right to cancel had expiredBased on this verification call and with the ***'s approval we established the loan and paid *** Water in full for the purchase
Under the terms of the finance contract, the first monthly payment of $was established for 12/08/Between that date and 09/24/09, we received a total of paymentsDuring this time frame monthly payment of $were dueout of the payments received were for far less than scheduled monthly payment of $The last payment of $was received on 09/24/Since then we have exhausted every attempt to collect this debtOur phone messages and billing statements have been ignoredOn 10/12/we sold the debt to *** *** Corp
On 10/2/16, we received a call from Mr***This was the first time we have spoken to this customer since 9/12/when Ms*** called requesting we remove the unit and cancel the loanWe advised Mr*** to call *** *** and provided him with their contact information
Castle Credit is no longer the holder of this the ***' contract
In closing, it is our hope that Mr & Ms*** contact *** *** Corp at *** so that they may help resolve their account balance
Please feel free to contact me directly with any additional questions or concerns
Sincerely,
*** ***
Account Resolution Specialist
Initial Business Response /* (1000, 5, 2015/03/19) */
I am responding to case noXXXXXXXX, *** ***Our Account # XXXXXX
Castle Credit is a finance company and our financing programs are an option for many home improvement dealers*** of *** is an independent
contractor that uses many different lenders for their customer financing*** of Atlanta is not contractually obligated to finance any of their sales through Castle CreditHowever, in this case *** of Atlanta accepted our offer to finance Mr***'s water treatment system
The dollar amount of the financing, annual percentage rate, monthly payment and due date are clearly stated on the contractThe payments and interest have been charged in accordance with the agreement signedI have forwarded copies of the loan documents and an account activity report to Mr***
The contract was signed on 12/7/The terms and conditions of the loan were verified with Mr*** via his cell phone on 12/10/This verification call is a required step taken before opening a new accountWith Mr***'s approval we established the loan and paid *** of *** in full for his purchaseOn 12/13/12, we sent a welcome letter which again reviewed the terms of the loan
By signing the contract MrMr*** has given us a security interest in the product financedWe have opted to perfect our interest by filing a UCC-Financing StatementThis UCC-Financing Statement is common in the home improvement business and poses no problem whatsoever unless the intention was to sell the home without honoring the loan that improved the property
Mr*** account is now currentHowever, timely monthly payments were not received and late fees were addedMaking timely monthly payments will ensure that no additional late fees will be addedIn fact, we offer auto payments free of chargeAuto payments will ensure that the monthly payment is drawn directly from his bank account on the same day each monthOur monthly billing statement indicates the amount of time it will take to satisfy the debt if the customer continues making the minimum paymentAdditionally, based on the status of the loan projects an estimate of the amount of interest and principal paid
Please know that we have no prepayment penaltiesMr*** can always pay more each month and the extra dollars would be applied directly to the principal balance decreasing the length of the loan and the interest chargedThe minimum monthly payment due is $per month
We appreciate Mr*** concerns and we are glad that he inquired about his loanIt is our hope that this information will help him understand that timely payments will ensure that additional late fees will not be addedKeeping the account current will enable Mr*** to take advantage of our no prepayment penalty optionPaying a higher dollar amount each month will significantly reduce the balance, decrease the amount of interest charged and shorten the length of the loan
As always, please contact me directly with any additional questions or concerns
Sincerely,
*** ***
Account Resolution Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/03/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr*** *** did not exactly respond to the questionsHe beat around themNever did I mention anything about late fees and you are disclosing my personal finance information, my payment history is not what is in questionYour business practices areAside from your inability to spell my name correctly
Your interest rates are insaneI have paid over $2k into this loan and only $has been credited to my principleThat is a loan shark
It is no surprise, a simple google search of this company will show that their practices are taking advantage of many people who accept a loan with them
It is MY hope that this business is investigated fully and that what I have actually paid in to this loan, is credited to my account
I will not accept anything else and I will keep this case open as long as possible to get an acceptable offer on a payoff because at the moment, what is being offered is a rip off
Final Business Response /* (4000, 9, 2015/03/20) */
I am responding to case noXXXXXXXX, *** ***Our Account # XXXXXX
The payment history of the account directly effects how the monthly payments are applied to the outstanding balanceFor example, if there are any outstanding late fees, your payment will apply to them first
Our monthly statement indicates the amount of time it will take to satisfy the debt if the customer continues to make the minimum monthly paymentAnd based on the status of the loan projects an estimate of the amount of interest and principal paidOur customers may increase their monthly payments to lessen the dollar amount of interest charged and the length of the loan
Our UCC-Manager, spoke with Mr*** todayShe will work directly with Mr*** to resolve any issues and concerns regarding the UCC-Financing Statement
We apologize for any misunderstanding and are committed to helping resolve the issueIt is our hope to resolve this complaint and to help Mr*** move ahead with his home financing plans
As always, please contact me with any additional questions or concerns
*** ***
Account Resolution Specialist
Initial Business Response /* (1000, 5, 2015/07/01) */
I am responding to case no.***, Lajoyia ***Our account no***
Mrand Mrs*** opened their account with Castle Credit in July It has come to our attention that in March 2015, the dealer facilitated what
was supposed to be a refinancing of the ***'s loan with Castle CreditWe have confirmed that the new financing company paid the dealer directly for this new loan, and did not remit any funds to CastleIn addition, this was not processed as a refinancing, but a new loan, as the new finance company was not aware of Castle's loan at that timeTo date, Castle has not received the payoff funds from the dealer, the customer, or any third partySince we were never involved in this refinancing, and the ***s executed this new transaction with the dealer directly, Castle is not able to rectify this situationSince the dealer received the proceeds of the new loan, the ***s must pursue the dealer directly for these fundsThe ***s should also inform the new finance company of this loan fraudUnfortunately, it seems the dealer has not been truthful to the ***s about what has transpiredWe are willing to assist the ***s in any way we canHowever, it must be understood that these events have not cancelled the original loan Castle made to the ***s, which unfortunately is now past due and must be paidIt is also unfortunate that the ***s filed this complaint against us, as we are indirectly a victim of this fraud as wellAgain, the ***s can contact us again, and we can try to help in any way that we can
As always, please contact me with any additional concerns
Sincerely,
Dave ***
Account Resolution Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dave *** the person that has responded to my account issues was the person that I originally requested to speak with when it was brought to my attention that there was an issue with my account between Castle and the dealer at which point I was notified that he refused to speak with meThere seems to be something that is misaligned somewhere and I requested to speak to Mr*** prior to submitting this complaint to see if there was anything that I should be questioning the dealer about regarding my accountWhen the account problems originally occurred I was continuously told that I needed to contact the dealer and I wanted to speak to Mr*** to see if what the dealer had told me was truthful in regard to my account with Castle since I was informed Dave *** was the dealer contact personI have had issues with reps telling me things then retracting their statements when I questioned what I was told and when I asked that the recorded call be replayed my request was not honoredInitially, I felt that issue was with the dealer but after my issues with Castle I am not sure where the problem originated from and who is at faultI think this could be linked to the dealer or Castle and with all the trouble I have been through I have been unable to uncover who as at faultAlthough this reply to my original complaint with Revdex.com states they are willing to help it is not 100% truthfulSeveral of the customer service reps are far from respectful and think they can talk to customers any type of way and expect people to want to continue to do business with themI have went above and beyond to try to remain calm in my dealings with reps with this company only to be provoked into some type of verbal altercationSince the issue with the dealer is unresolved and I was told that the dealer funds were used to pay my account but all of a sudden reversed I feel that my account should be placed on hold and not jeopardize my credit until a final decision regarding the issue with the dealer has been madeEspecially since Castle Credit informed me that my account was paid off by the dealerAdditionally, reps at Castle have continuously threatened me saying this will ruin your credit but then I was told the company head that pending the circumstances surrounding my account that this will not occurSo on a continuous basis I am told different things by different people with the company and do not believe anything that I am told to be reliable at this point because of all the confusionThe last person that I talked to regarding my account issues and the credit reporting was company President Tara and she assured me that my account wouldn't be reported late and would be rectified/corrected if it had beenHowever today 7/13/I get a voicemail from a rep named Tony that I have had a altercation with by phone saying that if a payment is not received/processed today my account will be behind and my credit will be affectedThis is nothing but an ongoing mess and I have tried to say away from turning this over for legal investigation but at this point I feel it is necessary so an attorney can point out who is at fault here
Final Business Response /* (4000, 9, 2015/07/22) */
I am responding to the rebuttal for case no ***, Lajoyia ***Our account no***
The ***s opened their account with Castle Credit in July In the latter part of April 2015, Ms*** began calling us regarding the status of her loanShe stated that she had refinanced her loan with another bank and that we would be receiving payment in full for her loan soonIt is not uncommon for customers to refinance a loan, so we continued to tell Ms*** that the funds were not received
Finally on June 3rd, Ms*** called to tell us that the new bank had paid the dealer instead of Castle CreditPlease know that Ms*** had initiated what she thought was a refinance of her loan with the dealerWe have since discovered that this new loan was processed as brand new and the dealer received payment for this loan back in March Unfortunately, Ms*** signed another contract with the dealer for the same equipment enabling the dealer to sell the loan to another bank as brand new and be paid twice for the same equipment
On Ms***'s behalf , I have personally spoken to this dealer on several occasions regarding her fundsHe has made many broken promises to forward these fundsPlease know that I never refused to speak with Ms***Instead, due to the severity of this fraud, my supervisor, and the President, decided it best to speak with Ms*** herself
Castle Credit was glad to help even though we were never involved with the refinancing executed by Ms*** with the dealerBesides placing a three way call to the new bank, we have provided Ms*** with a direct legal contact at the new bankThe new bank sent Ms*** an Affidavit to sign so that they can investigate the dealer for this fraudYesterday, the new bank informed me that they have sent this Affidavit to Ms*** twice, once a month ago and again last weekAs of yesterday, the bank stated that the ***s have not returned the AffidavitThe new bank will not proceed with their fraud investigation without the Affidavit
Internally, we have assigned the ***s' account to MrLewis, a senior account executive here who has been working directly with Ms***MrLewis will continue to handle the ***s' accountAdditionally as a courtesy, we provided to the ***s the phone number and address of the Assistant District Attorney in Greensboro, NC
I urge the ***s to forward the signed Affidavit to the new bank so that they can move forward with their investigation of this dealerAdditionally, she should pursue the dealer for the funds and report this fraud to the Assistant District Attorney in Greensboro, NC
Again, we are willing to help in any way possibleIt us unfortunate that the ***s filed this complaint against us, as we are, indirectly a victim of the this fraud as wellWe apologize for any confusion, but it must be understood that we were uncovering the details of this at the same time as the ***sWe have done our best to assist the ***s get to the bottom of this and are looking forward to having this Revdex.com complaint resolved
As always, please contact me with any additional concerns
Sincerely,
Dave ***
Account Resolution Specialist
Final Consumer Response /* (4200, 11, 2015/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand the original contract and the additional contract mean two loans are activeI have recently mailed the forms back to TimePayment for investigation of a the account and all the corresponding documents and communication that that I had with the dealer via email and via textOne document in particular I received from the dealer was an email stating my account was paid but then I was notified the credit was reversed by Castle CreditI recently mailed the paperwork back to TimePayment after getting clarification of some information regarding the accountI have since requested the interest rate be lowered which is the only reason I even considered what I thought was going to be a refinanceI think getting a lower interest rate would greatly help me as a customer especially since I am currently making two account paymentsHopefully my request will be considered
Initial Business Response /* (1000, 5, 2015/04/22) */
I am responding to case noXXXXXXXX*** ***Our Account XXXXXX
Castle Credit provided the financing so that Mr*** could purchased a water treatment system from *** *** Systems of *** CA
Every
customer is very important to us, and we take data reporting very seriouslyPlease note that occasionally all credit bureaus will experience errors processing the data, and they will work with creditors to correct thisFrom time to time, customers notify us of such errors, and we assist them by notifying the bureaus of the correct informationWe have requested that the credit bureau report this loan as always currentAdditionally, we have forwarded a letter stating that the loan is for a secured home improvement loan and not a mortgageCastle Credit is not a mortgage lender, nor do we report our loans as such
By signing the contract Mr*** has given us a security interest in the product financedWe have opted to perfect our interest by filing a UCC-Financing StatementThis UCC-Financing Statement is common in the home improvement business and poses no problem whatsoever unless the intention was to sell the home without honoring the loan that improved the propertyPlease refer to the Security
language located on the back of the contractJust in case, I have forwarded a copy of both sides of the contract to Mr***
We apologize for any misunderstanding associated with the debit card arrangement and credit reportingWe appreciate Mr*** for his timely payment history and for his patience while we worked to correct the reportingIt is our hope that this will resolve the complaint
As always, please contact me directly with any additional questions or concerns
Sincerely,
*** ***
Account Resolution Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/04/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Most of the issue was resolvedI did receive the letter of the removal of late fees and that Castle credit will be updating to the credit bureaus electronically however I would like Castle Credit to also remove the verbiage (mortgage) off of the credit reports as well
Final Business Response /* (4000, 9, 2015/04/29) */
4/28/
I am responding to the rebuttal for case noXXXXXXXX*** ***Our Account XXXXXX
Every customer is very important to us, and we take data reporting very seriouslyPlease note that occasionally all credit bureaus will experience errors processing the data, and they will work with creditors to correct thisFrom time to time, customers notify us of such errors, and we assist them by notifying the bureaus of the correct information
Castle Credit has submitted the AUD (Automated Universal Data) form to update the credit reporting to show that the account was current in the months of July & August, It is important for Mr*** to know that Castle Credit has always reported this account as a secured home improvement loan to all the major credit bureausIn fact, if he were to go to each credit bureau (Experian, *** and *** *** individually he could confirm that the loan was reported correctly as a secured home improvement loan
A merged credit report is created by combining all three credit bureausA merged credit report is usually created by a third-party company that specializes in merging credit reports for mortgage companiesSuch companies pull reports from all three of the reporting bureaus and then merge, or combine, them into a single reportUnfortunately, sometimes merged reports will contain inaccurate informationIn this case the loan type has been merged incorrectly and shows the loan is for a mortgage
Unfortunately, we have no way to correct the merged credit reporting done by a third party company
Therefore, Castle Credit forwarded a letter to Mr*** stating that the loan was for a secured home improvementThis letter will serve as proof that the loan is not a mortgage
Again, we appreciate Mr*** for his dedication to his credit ratingIt is our hope that all issues have been resolved
As always, please contact me directly with any additional questions or concerns
*** ***
Account Resolution Specialist
Terrible customer service! Terms of the loan were very vague! On a $loan we will have paid $10,000! They set up auto pay biweekly so never late on my payment but yet I get a late charge monthly! Employees are rude and verbally threataning! Will never ever do buisness with this company!
Initial Business Response /* (1000, 5, 2014/11/04) */
I am responding to case no. XXXXXXXX, [redacted].
Ms. [redacted] was listed on a credit application provided to us by [redacted]. Castle Credit has been trying to reach Mr. [redacted]. Our initial research uncovered that the...
phone number listed in the complaint was a possible contact phone for Mr. [redacted]. Therefore, our account representative left a message at this number. Shortly thereafter, our account representative called both references listed on the application without realizing that she was calling Ms. [redacted]'s phone number for a second time. The other reference was [redacted].
During this second call, our representative spoke to a women who identified herself as the grandmother of Mr. [redacted]. I am assuming that this women was [redacted] We would not know to ask for [redacted] as she was not listed on Mr. [redacted] application. However, Ms. [redacted] asked our representative to immediately call back so that she could have Ms. [redacted] or Mr. [redacted] pick up the phone, as they were both home. Our representative did as instructed but was unable to make contact after dialing the phone number. Thinking perhaps the phone was disconnected by mistake, she immediately called again. The woman that answered the phone did not identify herself but stated not to call this number again. No calls were placed to this phone number after being instructed not to call again.
There would be no reason for Castle Credit to threaten a credit reference. Again, our intention was to establish contact with Mr. [redacted] via the phone numbers he provided to us on his credit application. It is our hope that this will clear up any misunderstanding regarding the phone calls we placed to this phone number.
As always, please contact me directly with any additional questions or concerns.
Sincerely,
[redacted]
Account Resolution Specialist
My account was paid in full on December 7th, 2015. My credit report, as of January 2016 is showing past due 60 days. I have left a message for the account department on 2/1/2016, and have not received a call back. I called again on 2/4/16 and was advised to fax over my credit report. Although my balance is showing $0.00, I am not able to get a new mortgage because it is showing 60 days past due as of January 2016. I hope this gets resolved very quickly! I sent over all documentation for Castle Credit to fix with the credit bureaus. Also, they have it reported as a mortgage and I need a signed letter stating it is not a mortgage.
Tell us why here... I am responding to case no. [redacted], Latania [redacted]. Our account [redacted].
The above referenced account was established to enable Ms. [redacted] to purchase a Water...
Filtration System from Water Equipment Technologies of Longwood, Florida. The contract was signed on 06/03/13 and per the agreement, monthly payments were scheduled starting on 07/03/13 and continuing each month thereafter until paid in full. Unfortunately, timely payments were not received and the account became past due on multiple occasions. The account $668.70 past due when the final payment was received on 12/06/16.
Castle Credit requires written authorization to discuss account details with a third party. This signed authorization protects our customers as well as Castle Credit. Our policy is to send a paid in full letter 30 days after a final payment has been received by check. This policy protects Castle Credit when payoff checks do not clear the bank.
We are glad that Ms. [redacted] paid her account in full. In response to her query, a paid in full letter and a copy of the UCC-3 termination was mailed to Ms. [redacted] on 12/16/16 (three weeks earlier than dictate by our policy)
We are very sorry that Ms. [redacted] felt that she had a negative experience when speaking to our representative. Castle Credit takes its customer service responsibilities seriously, and I have shared this feedback with the representative who spoke to Ms. [redacted] and the appropriate supervisor for review. We hope that Ms. [redacted] feels that her complaint has been completely resolved.
Please feel free to contact me directly with any additional questions or concerns.
This all stated in [redacted] where the sales rep followed us around until we agreed to let someone come out to our home for a rainsoft water system. We constantly rescheduled and one day he just shows up. We ended up with the water system and the air purifier. We fell behind on payments and contacted them where we were offered a settlement. We paid the settlement. I thought that was the end of it. Fast forward to 3 years later (today) and we are working on some home matters and find out that Castle Credit has a lean on our property. I contacted Castle Credit, and the first rep answers and tells me that there was a settlement and transferred me to the arbitration department where LISA [redacted] and her rude self answers the phone. We discussed the matter at hand we agreed and came to the conclusion that there was a settlement. She proceeded to tell me that they just want the remaining balance of $2105.04. I asked why she, SPECIFICALLY, would offer and accept (I processed the settlement with her) a settlement payment and never inform me of the intent to get the remaining balance by placing a lean on my property? This was almost 3 years ago and I could have been handling this matter. She told me that I should I asked!!! I am sure this is not legal I will be talking to my lawyer today.
Initial Business Response /* (1000, 5, 2015/04/08) */
I am responding to case no. XXXXXXXX, [redacted]. Our Account # XXXXXX.
Castle Credit is a finance company and our financing programs are an option for many home improvement dealers. HomeSmart is an independent contractor that...
uses many different lenders for their customer financing. [redacted] is not contractually obligated to finance any of their sales through Castle Credit. However, in this case HomeSmart accepted our offer to finance Mr. [redacted]'s water treatment system.
The dollar amount of the financing, annual percentage rate, monthly payment and due date are clearly stated on the contract. The payments and interest have been charged in accordance with the agreement signed. I have forwarded copies of the loan documents to Mr. [redacted].
The contract was signed on 6/18/14. The terms and conditions of the loan were verified with Mr. [redacted] via his cell phone on 6/23/14 This verification call is a required step taken before opening a new account. With Mr. [redacted]'s approval we established the loan and paid HomeSmart in full for his purchase. On 6/23/124 we sent a welcome letter which again reviewed the terms of the loan.
By signing the contract Mr. [redacted] has given us a security interest in the product financed. We have opted to perfect our interest by filing a UCC-1 Financing Statement. This UCC-1 Financing Statement is common in the home improvement business and poses no problem whatsoever unless the intention was to sell the home without honoring the loan that improved the property.
I have spoken with Mr. [redacted] owner of [redacted] Mr. [redacted] has assured me that all problems associated with this complaint have been resolved. Furthermore, that Mr. [redacted] is aware that he is past due and that he may pay this account off entirely at any time without penalty.
It is our understanding that Mr. [redacted] is now satisfied and that the complaint has been resolved.
As always, please contact me directly with any additional questions or concerns.
Sincerely,
[redacted]
Account Resolution Specialist
Initial Consumer Rebuttal /* (3000, 12, 2015/04/24) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
Tell us why here... I am responding to case no. [redacted], [redacted]. Our Account [redacted].
On 10/01/13, Castle Credit provided the financing to enable Ms. [redacted] to purchase a water...
filtration system from [redacted] NC.
On 10/11/16, Ms. [redacted] called stating that her credit card statement indicated that she had been charged a cash advance fee of $10.00 in addition to her October payment of $250.00.
The determination of whether a credit card payment is considered to be a cash advance is made by the individual card issuer rather than Castle Credit. Unfortunately, some card issuers choose to interpret the repayment of loan balances as cash advances and this interpretation can change from one payment to the next.
It is important for Ms. [redacted] to know that we have charged this same credit card number since December, 2015. She may have received a new card but, the account number and payment were charged in exactly the same manner.
We appreciate Ms. [redacted] for her perfect payment history and even though we did not charge or receive any additional fee we have credited Ms. [redacted] account for the $10.00 fee charged by her credit card company as a gesture of goodwill. Ms. [redacted] may be able to prevent a similar occurrence in the future by calling her credit card company.
Initial Business Response /* (1000, 5, 2015/05/27) */
5/27/2015
I am responding to case no. # XXXXXXXX, [redacted] - Our Account no. XXXXXX
The six months same as cash promotion is clearly stated on [redacted] contract. We post interest monthly so that our customers are aware...
of the exact dollar amount of interest added should they not pay the account off within the allotted time frame.
A check for the final payment was received on 5/11/15. We adjusted the interest and closed the account after the final payment cleared the bank. In this interim period [redacted] received a statement showing that interest had been added. Please know that this account has been paid in full and all interest was reversed. We apologize for any misunderstanding and appreciate Ms. Mc Manus for her dedication to her loan obligation.
It is our hope that this response will resolve this complaint.
As always, please contact me directly with any additional questions or concerns.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I agree with the reviews I have read. This company of Castle Credit are horrible. I have spoken to a lady last name [redacted] on several occasions. She is very rude and unprofessional. When We found out that Our water system had a error code so we called Castle Credit. Speaking to Ms. [redacted], is not good & left a bitter taste in my mouth. She did not care if we had repairs or not. All she wanted to do is to continue to make the monthly payments. Everything had been good up until the error code occurred. The dealer went out of business is all she would tell me. Then she proceeded to tell me that, Castle Credit has nothing to do with repairs. But we would have to continue to make payments rather we got the water system fixed or not. Now here comes a phone call from their investigator. He is threatening etc. I do not take threats to hearts. He did find a repair company to where will have ot pay out of pocket. I don't think that is fair to the customer. Something has to be done about this company.
Initial Business Response /* (1000, 5, 2015/01/09) */
I am responding to case no. XXXXXXXX, [redacted]. Our account no. XXXXXX.
We apologize for any misunderstanding regarding Mr. [redacted]'s account. We will adjust the payment due date to the 29th of the month to ensure that future...
drafts are properly posted to Mr. [redacted]'s account. Certainly, all late fees will be reversed.
Please know that Mr. [redacted]'s account is current and has been reported as such to the credit bureaus. The account has never been reported as past due. We appreciate Mr. [redacted] for his timely payments and for his patience.
Please let me know if this will resolve the complaint and I will make the necessary adjustments.
As always, please contact me directly with any additional questions or concerns.
[redacted]
Account Resolution Specialist
Initial Business Response /* (1000, 5, 2014/03/04) */
I am responding to Revdex.com Case no. XXXXXXXX, [redacted]. Our Account No. XXXXXX.
On January 28th we received a bank wire to close the [redacted]'s account. In return, they asked that we prepare a paid in full letter and...
provided a fax number to send it to. We were happy to assist this customer by providing immediate attention to their request. Our bank charges an additional fee for incoming wire. Naturally, the fee is charged for the special handling of the funds. Therefore, the fee for the wire was included with their payoff balance.
Then on 2/6/14 we processed another check for $120.00. We informed the [redacted]'s of the 30 day policy to assure funds clear. In fact, this check will be sent out 3/7/2014 .
We appreciate the [redacted]'s for their perfect payment history. Therefore, we will gladly send an additional check for the $10.00 wire fee if this will resolve the complaint. Upon receiving notice that the complaint has been resolved we will issue an additional check for $10.00.
As always, please contact me directly with any additional questions or concerns.
[redacted]
Marketing Manager
I am responding to case no[redacted] – Our account no. [redacted]
Castle Credit provided the financing so
that Ms. [redacted] could purchase a whole...
house water system from A &
B Marketing of Jacksonville, FL. A & B Marketing is an
independent contractor that uses many different finance companies.
In this case, A & B Marketing accepted our offer to finance the
purchase.
The contract was signed back on
12/02/08 and the first payment of $117.80 was scheduled due on 3/2/09
and every month thereafter on the 2nd day until the loan
was paid in full. Unfortunately, Ms.
[redacted] failed to make timely monthly
payments. In fact, in 2010, we only received 4 of the 12 payments
due. This pattern of non payment continued into 2011 & 2012. In
an effort to help catch up we suggested that the customer increase
their monthly payment to $150.00. We also assisted the [redacted] by
reducing the APR from 21% to 17.99% in Septemeber, 2012. Today the
account is past due $1,228.80.
Castle Credit has no legal right to
take Ms. [redacted] home nor would we threaten to do so. However,
by signing the contract Ms. [redacted] has given us a security
interest in the product financed. We have opted to perfect our
interest by filing a UCC-1 Financing Statement in the county records.
This UCC-1 is standard in the home improvement industry and poses
no problem whatsoever unless the intention is to sell the home
without honoring the loan that improved the property. I hope that
this will clear up any misunderstanding and ease Ms. [redacted]
mind.
Certainly, we can understand how
overwhelming it is to fall behind in payments. Therefore, we would
like to offer this customer some help. We are willing to give the
account a “fresh start.” This means we are offering to bring the
account current with the next payment of $150.00. We would also like
to lower the APR to 16%. The fresh start and the lower APR will
certainly lessen the amount of interest and the length of the loan
and enable more of the payment to be credited directly to the
principal balance. Ms. [redacted] will definitely notice a drop in
the balance and interest charged. In situations where customers are
having difficulty with their finances, we strive to work out
arrangements that will work for both the customer and Castle Credit.
We will gladly make the adjustments
upon notification that the complaint has been resolved.
As always, please contact me directly
with any additional questions or concerns.
Sincerely,
Initial Business Response /* (1000, 5, 2014/08/20) */
I am responding to case no*** *** ***, Our account XXXXXX
Castle Credit provided the financing so that the ***'s could purchase a Water Treatment System from *** of *** *** *** *** is an
independent contractor that uses many different lenders for their customer financingIn this case *** accepted our offer to finance the ***'s Water Treatment System
The contract was signed on 9/25/The terms and conditions of the loan were verified with Ms*** via her home phone on 10/3/This verification call is a required step taken before opening a new accountThis verification call was placed days after the contract was signed and days after the buyer's right to cancel expiredBased on this verification call and with Ms***'s approval we established the loan and paid *** in full for the purchaseOn 10/6/we sent a welcome letter which again reviewed the contract terms
Unfortunately, the ***'s have not made timely monthly paymentsIn fact, the account was in Consumer Credit Counseling back in The last payment was received on 5/9/We left several unanswered messages over the past monthsOn 8/8/14, Mr*** was able to speak with Mr*** and discuss payment arrangementsDuring this call Mr*** expressed his desire to pay the loan off entirely as he was looking to sell his homeOn 8/12/14, Mr*** requested and we faxed and emailed copies of his loan documentsThe ***'s credit application was requested from storage and sent the following morningAll documents were supplied within hours of the request
Additionally, Mr*** requested a letter stating that the loan was for a home improvement purchase and not a second mortgageIt appears that the Credit Bureaus may have been reporting the loan as a second mortgageMr*** was glad to forward the letter and all the documentsFinally, Mr*** was instrumental in lowering the annual percentage rate back to (As per the Agreement signed the Annual Percentage rate increased to 21% due to delinquency)
Mr*** provided Mr*** with excellent customer serviceIn fact, he went above and beyond to provide these documents within hoursIt is our hope that Mr*** will respond accordingly to this complaint and continue to work with Mr*** in resolving the account
As always, please me directly with any additional concerns
Sincerely,
*** ***
Account Resolution Specialist
Revdex.com:
I still want this to be on their rating....this was something that should NEVER have happened I see that many other people have had problems with them
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/07/01) */
6/30/
I am responding to case no XXXXXXXX, *** & *** ***Our account no XXXXXX
Castle Credit provided the financing so that the ***'s could purchase a water system from *** Water of Greensboro,
NC
On 6/13/15, we verified the terms and conditions of the loan contract with both *** and *** *** via their cell phone, and with their approval, we established their loanThe ***'s loan is with Castle Credit and not with the dealer, *** The contract signed by the *** was assigned to Castle Credit, and Castle Credit has the legal right to collect all funds due per the terms of the contract
Castle Credit has an ongoing unrelated legal dispute with *** Please know that this dispute has nothing to do with the ***'s loanUnfortunately, *** is attempting to use the ***'s account as leverage to get out of the dispute Castle Credit has with themIn retaliation of our dispute, *** is trying to collect funds from the *** and other customers that are due to Castle CreditWe are working with our legal council to address this
It is our hope that this response will clarify that no monies are owed to *** for the water system purchased by the *** and financed by Castle CreditBy now the *** should have received a welcome letter and a statement for their first payment due on 7/12/We urge the *** to keep their account current with Castle Credit and to call our Customer Service Department at (XXX) XXX-XXXX with any additional questions they may have
As always, please contact me with any additional concerns
*** ***
Account Resolution Specialist
Initial Business Response /* (1000, 5, 2015/01/19) */
I am responding to case noXXXXXXXX, *** ***Our account noXXXXXX
While stationed at *** *** *** Castle Credit provided financing so that Mr*** could purchase a *** Vacuum System from *** Distributing of
*** *** We contacted Mr*** on 4/07/to verify the term and conditions of the contact he signed on 4/5/During this call Mr*** stated that he was the co- applicant on the loan and his intention was to help his roommate obtain credit to purchase the vacuumWe explained to him that this loan was in his name alone, that he would be responsible for making all the payments and that the credit history would be reported to the credit bureaus under his name aloneTherefore, his roommate's would not benefit from any credit reportingWe referred Mr*** back to *** Distributing for clarification of his purchase
Mr*** contacted *** Distributing and they confirmed exactly what we had told himOn 4/10/14, we reverified the terms and conditions of the loan with Mr***He stated that he wanted to help his roommate Michael with the purchaseWe again, very clearly explained that this account was in his name alone and that the credit history would be reported to the credit bureaus under his name onlyHe stated that he wanted to purchase the vacuum for his roommateTherefore, with his permission we established the loan and paid *** Distributing in full for his purchase
This first payment was scheduled and received on 5/15/via bank draftWe have not received any dispute regarding the drafting of this first paymentHowever, the next two monthly payments were rejected due to NSFTypically, with fraud the payments would have been rejected due to a stop payment or unauthorized paymentAdditionally, Mr*** had made promises to bring his account current as recent as August,
On 10/29/14, Mr*** called in from cell phone XXX-XXX-XXXX which is one digit off the cell number listed on his credit applicationThe phone number on his credit application and the phone we verified the sale with Mr*** is XXX-XXX-XXXXMr*** now is claiming that his identification was stolen while at *** *** and that he did not sign the contractWe emailed a fraud packet to him on 10/30/On 12/05/we received an incomplete fraud package back from Mr***There was no filed police report and he claimed to have no knowledge of the circumstances surrounding nor the person who committed the forgery
In the complaint Mr*** states that his cell phone number was listed for his social security numberThe credit application clearly lists Mr***'s cell phone and social security number in the proper placesPlease know that this loan was approved based on a successful verification, proper paperwork and credit information we obtained by running Mr***'s social security number
Finally, on 12/19/we received an email from Mr*** containing forms of identificationOne is his State of *** Drivers license issued 9/26/and the other is a *** Community College Identification CardBoth in his name with different signatures and different photo'sBy providing us with one valid and one fraudulent identification card we can only assume that Mr*** had full knowledge of this loan and actively participated in getting the loan processedMost alarming is his possession of fraudulent identificationIt is apparent that Mr*** alone or with another person participated in defrauding Castle Credit of funding dollars we paid to *** Distributing for his purchase
I urge Mr*** to call and make arrangements to avoid any additional legal fees charged in the collection of this debtThis is a legal and binding contract and we will pursue collection of this debt
As always, please contact me directly with any additional questions or concerns
Dave ***
Account Resolution Specialist
Tell us why hereI am responding to case no***, *** & *** ***
RE: Our Previous Account No ***
"margin-bottom: 0in;">The above referenced account was established to enable the ***'s to purchase a water filtration system from *** Water Works of Indianapolis, IN (“*** Water”)*** Water is an independent business that uses many different lenders for their customer financing*** Water is not contractually obligated to finance any of its business through Castle CreditIn this case, *** Water, accepted Castle Credit's offer to purchase the finance contract for the water treatment system purchase
The contract was signed on 09/08/and the buyers right to cancel expired on 09/12/On 09/16/05, (four days after the buyer's right to cancel had expired) we called to verify the terms and conditions of the loanThis verification call is a required step taken before opening an accountDuring this Ms*** stated that she wanted to cancel the saleTherefore, we contacted *** Water Works and informed them that we would not be financing the sale
On 09/23/05, Ms*** stated that they had changed their mind and wanted to keep the water systemShe stated that she and Mr*** decided that they could afford the monthly paymentWe then proceeded to verify the terms and conditions of the saleThis second verification call was placed days after the buyers right to cancel had expiredBased on this verification call and with the ***'s approval we established the loan and paid *** Water in full for the purchase
Under the terms of the finance contract, the first monthly payment of $was established for 12/08/Between that date and 09/24/09, we received a total of paymentsDuring this time frame monthly payment of $were dueout of the payments received were for far less than scheduled monthly payment of $The last payment of $was received on 09/24/Since then we have exhausted every attempt to collect this debtOur phone messages and billing statements have been ignoredOn 10/12/we sold the debt to *** *** Corp
On 10/2/16, we received a call from Mr***This was the first time we have spoken to this customer since 9/12/when Ms*** called requesting we remove the unit and cancel the loanWe advised Mr*** to call *** *** and provided him with their contact information
Castle Credit is no longer the holder of this the ***' contract
In closing, it is our hope that Mr & Ms*** contact *** *** Corp at *** so that they may help resolve their account balance
Please feel free to contact me directly with any additional questions or concerns
Sincerely,
*** ***
Account Resolution Specialist
Initial Business Response /* (1000, 5, 2015/03/19) */
I am responding to case noXXXXXXXX, *** ***Our Account # XXXXXX
Castle Credit is a finance company and our financing programs are an option for many home improvement dealers*** of *** is an independent
contractor that uses many different lenders for their customer financing*** of Atlanta is not contractually obligated to finance any of their sales through Castle CreditHowever, in this case *** of Atlanta accepted our offer to finance Mr***'s water treatment system
The dollar amount of the financing, annual percentage rate, monthly payment and due date are clearly stated on the contractThe payments and interest have been charged in accordance with the agreement signedI have forwarded copies of the loan documents and an account activity report to Mr***
The contract was signed on 12/7/The terms and conditions of the loan were verified with Mr*** via his cell phone on 12/10/This verification call is a required step taken before opening a new accountWith Mr***'s approval we established the loan and paid *** of *** in full for his purchaseOn 12/13/12, we sent a welcome letter which again reviewed the terms of the loan
By signing the contract MrMr*** has given us a security interest in the product financedWe have opted to perfect our interest by filing a UCC-Financing StatementThis UCC-Financing Statement is common in the home improvement business and poses no problem whatsoever unless the intention was to sell the home without honoring the loan that improved the property
Mr*** account is now currentHowever, timely monthly payments were not received and late fees were addedMaking timely monthly payments will ensure that no additional late fees will be addedIn fact, we offer auto payments free of chargeAuto payments will ensure that the monthly payment is drawn directly from his bank account on the same day each monthOur monthly billing statement indicates the amount of time it will take to satisfy the debt if the customer continues making the minimum paymentAdditionally, based on the status of the loan projects an estimate of the amount of interest and principal paid
Please know that we have no prepayment penaltiesMr*** can always pay more each month and the extra dollars would be applied directly to the principal balance decreasing the length of the loan and the interest chargedThe minimum monthly payment due is $per month
We appreciate Mr*** concerns and we are glad that he inquired about his loanIt is our hope that this information will help him understand that timely payments will ensure that additional late fees will not be addedKeeping the account current will enable Mr*** to take advantage of our no prepayment penalty optionPaying a higher dollar amount each month will significantly reduce the balance, decrease the amount of interest charged and shorten the length of the loan
As always, please contact me directly with any additional questions or concerns
Sincerely,
*** ***
Account Resolution Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/03/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr*** *** did not exactly respond to the questionsHe beat around themNever did I mention anything about late fees and you are disclosing my personal finance information, my payment history is not what is in questionYour business practices areAside from your inability to spell my name correctly
Your interest rates are insaneI have paid over $2k into this loan and only $has been credited to my principleThat is a loan shark
It is no surprise, a simple google search of this company will show that their practices are taking advantage of many people who accept a loan with them
It is MY hope that this business is investigated fully and that what I have actually paid in to this loan, is credited to my account
I will not accept anything else and I will keep this case open as long as possible to get an acceptable offer on a payoff because at the moment, what is being offered is a rip off
Final Business Response /* (4000, 9, 2015/03/20) */
I am responding to case noXXXXXXXX, *** ***Our Account # XXXXXX
The payment history of the account directly effects how the monthly payments are applied to the outstanding balanceFor example, if there are any outstanding late fees, your payment will apply to them first
Our monthly statement indicates the amount of time it will take to satisfy the debt if the customer continues to make the minimum monthly paymentAnd based on the status of the loan projects an estimate of the amount of interest and principal paidOur customers may increase their monthly payments to lessen the dollar amount of interest charged and the length of the loan
Our UCC-Manager, spoke with Mr*** todayShe will work directly with Mr*** to resolve any issues and concerns regarding the UCC-Financing Statement
We apologize for any misunderstanding and are committed to helping resolve the issueIt is our hope to resolve this complaint and to help Mr*** move ahead with his home financing plans
As always, please contact me with any additional questions or concerns
*** ***
Account Resolution Specialist
Initial Business Response /* (1000, 5, 2015/07/01) */
I am responding to case no.***, Lajoyia ***Our account no***
Mrand Mrs*** opened their account with Castle Credit in July It has come to our attention that in March 2015, the dealer facilitated what
was supposed to be a refinancing of the ***'s loan with Castle CreditWe have confirmed that the new financing company paid the dealer directly for this new loan, and did not remit any funds to CastleIn addition, this was not processed as a refinancing, but a new loan, as the new finance company was not aware of Castle's loan at that timeTo date, Castle has not received the payoff funds from the dealer, the customer, or any third partySince we were never involved in this refinancing, and the ***s executed this new transaction with the dealer directly, Castle is not able to rectify this situationSince the dealer received the proceeds of the new loan, the ***s must pursue the dealer directly for these fundsThe ***s should also inform the new finance company of this loan fraudUnfortunately, it seems the dealer has not been truthful to the ***s about what has transpiredWe are willing to assist the ***s in any way we canHowever, it must be understood that these events have not cancelled the original loan Castle made to the ***s, which unfortunately is now past due and must be paidIt is also unfortunate that the ***s filed this complaint against us, as we are indirectly a victim of this fraud as wellAgain, the ***s can contact us again, and we can try to help in any way that we can
As always, please contact me with any additional concerns
Sincerely,
Dave ***
Account Resolution Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dave *** the person that has responded to my account issues was the person that I originally requested to speak with when it was brought to my attention that there was an issue with my account between Castle and the dealer at which point I was notified that he refused to speak with meThere seems to be something that is misaligned somewhere and I requested to speak to Mr*** prior to submitting this complaint to see if there was anything that I should be questioning the dealer about regarding my accountWhen the account problems originally occurred I was continuously told that I needed to contact the dealer and I wanted to speak to Mr*** to see if what the dealer had told me was truthful in regard to my account with Castle since I was informed Dave *** was the dealer contact personI have had issues with reps telling me things then retracting their statements when I questioned what I was told and when I asked that the recorded call be replayed my request was not honoredInitially, I felt that issue was with the dealer but after my issues with Castle I am not sure where the problem originated from and who is at faultI think this could be linked to the dealer or Castle and with all the trouble I have been through I have been unable to uncover who as at faultAlthough this reply to my original complaint with Revdex.com states they are willing to help it is not 100% truthfulSeveral of the customer service reps are far from respectful and think they can talk to customers any type of way and expect people to want to continue to do business with themI have went above and beyond to try to remain calm in my dealings with reps with this company only to be provoked into some type of verbal altercationSince the issue with the dealer is unresolved and I was told that the dealer funds were used to pay my account but all of a sudden reversed I feel that my account should be placed on hold and not jeopardize my credit until a final decision regarding the issue with the dealer has been madeEspecially since Castle Credit informed me that my account was paid off by the dealerAdditionally, reps at Castle have continuously threatened me saying this will ruin your credit but then I was told the company head that pending the circumstances surrounding my account that this will not occurSo on a continuous basis I am told different things by different people with the company and do not believe anything that I am told to be reliable at this point because of all the confusionThe last person that I talked to regarding my account issues and the credit reporting was company President Tara and she assured me that my account wouldn't be reported late and would be rectified/corrected if it had beenHowever today 7/13/I get a voicemail from a rep named Tony that I have had a altercation with by phone saying that if a payment is not received/processed today my account will be behind and my credit will be affectedThis is nothing but an ongoing mess and I have tried to say away from turning this over for legal investigation but at this point I feel it is necessary so an attorney can point out who is at fault here
Final Business Response /* (4000, 9, 2015/07/22) */
I am responding to the rebuttal for case no ***, Lajoyia ***Our account no***
The ***s opened their account with Castle Credit in July In the latter part of April 2015, Ms*** began calling us regarding the status of her loanShe stated that she had refinanced her loan with another bank and that we would be receiving payment in full for her loan soonIt is not uncommon for customers to refinance a loan, so we continued to tell Ms*** that the funds were not received
Finally on June 3rd, Ms*** called to tell us that the new bank had paid the dealer instead of Castle CreditPlease know that Ms*** had initiated what she thought was a refinance of her loan with the dealerWe have since discovered that this new loan was processed as brand new and the dealer received payment for this loan back in March Unfortunately, Ms*** signed another contract with the dealer for the same equipment enabling the dealer to sell the loan to another bank as brand new and be paid twice for the same equipment
On Ms***'s behalf , I have personally spoken to this dealer on several occasions regarding her fundsHe has made many broken promises to forward these fundsPlease know that I never refused to speak with Ms***Instead, due to the severity of this fraud, my supervisor, and the President, decided it best to speak with Ms*** herself
Castle Credit was glad to help even though we were never involved with the refinancing executed by Ms*** with the dealerBesides placing a three way call to the new bank, we have provided Ms*** with a direct legal contact at the new bankThe new bank sent Ms*** an Affidavit to sign so that they can investigate the dealer for this fraudYesterday, the new bank informed me that they have sent this Affidavit to Ms*** twice, once a month ago and again last weekAs of yesterday, the bank stated that the ***s have not returned the AffidavitThe new bank will not proceed with their fraud investigation without the Affidavit
Internally, we have assigned the ***s' account to MrLewis, a senior account executive here who has been working directly with Ms***MrLewis will continue to handle the ***s' accountAdditionally as a courtesy, we provided to the ***s the phone number and address of the Assistant District Attorney in Greensboro, NC
I urge the ***s to forward the signed Affidavit to the new bank so that they can move forward with their investigation of this dealerAdditionally, she should pursue the dealer for the funds and report this fraud to the Assistant District Attorney in Greensboro, NC
Again, we are willing to help in any way possibleIt us unfortunate that the ***s filed this complaint against us, as we are, indirectly a victim of the this fraud as wellWe apologize for any confusion, but it must be understood that we were uncovering the details of this at the same time as the ***sWe have done our best to assist the ***s get to the bottom of this and are looking forward to having this Revdex.com complaint resolved
As always, please contact me with any additional concerns
Sincerely,
Dave ***
Account Resolution Specialist
Final Consumer Response /* (4200, 11, 2015/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand the original contract and the additional contract mean two loans are activeI have recently mailed the forms back to TimePayment for investigation of a the account and all the corresponding documents and communication that that I had with the dealer via email and via textOne document in particular I received from the dealer was an email stating my account was paid but then I was notified the credit was reversed by Castle CreditI recently mailed the paperwork back to TimePayment after getting clarification of some information regarding the accountI have since requested the interest rate be lowered which is the only reason I even considered what I thought was going to be a refinanceI think getting a lower interest rate would greatly help me as a customer especially since I am currently making two account paymentsHopefully my request will be considered
Initial Business Response /* (1000, 5, 2015/04/22) */
I am responding to case noXXXXXXXX*** ***Our Account XXXXXX
Castle Credit provided the financing so that Mr*** could purchased a water treatment system from *** *** Systems of *** CA
Every
customer is very important to us, and we take data reporting very seriouslyPlease note that occasionally all credit bureaus will experience errors processing the data, and they will work with creditors to correct thisFrom time to time, customers notify us of such errors, and we assist them by notifying the bureaus of the correct informationWe have requested that the credit bureau report this loan as always currentAdditionally, we have forwarded a letter stating that the loan is for a secured home improvement loan and not a mortgageCastle Credit is not a mortgage lender, nor do we report our loans as such
By signing the contract Mr*** has given us a security interest in the product financedWe have opted to perfect our interest by filing a UCC-Financing StatementThis UCC-Financing Statement is common in the home improvement business and poses no problem whatsoever unless the intention was to sell the home without honoring the loan that improved the propertyPlease refer to the Security
language located on the back of the contractJust in case, I have forwarded a copy of both sides of the contract to Mr***
We apologize for any misunderstanding associated with the debit card arrangement and credit reportingWe appreciate Mr*** for his timely payment history and for his patience while we worked to correct the reportingIt is our hope that this will resolve the complaint
As always, please contact me directly with any additional questions or concerns
Sincerely,
*** ***
Account Resolution Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/04/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Most of the issue was resolvedI did receive the letter of the removal of late fees and that Castle credit will be updating to the credit bureaus electronically however I would like Castle Credit to also remove the verbiage (mortgage) off of the credit reports as well
Final Business Response /* (4000, 9, 2015/04/29) */
4/28/
I am responding to the rebuttal for case noXXXXXXXX*** ***Our Account XXXXXX
Every customer is very important to us, and we take data reporting very seriouslyPlease note that occasionally all credit bureaus will experience errors processing the data, and they will work with creditors to correct thisFrom time to time, customers notify us of such errors, and we assist them by notifying the bureaus of the correct information
Castle Credit has submitted the AUD (Automated Universal Data) form to update the credit reporting to show that the account was current in the months of July & August, It is important for Mr*** to know that Castle Credit has always reported this account as a secured home improvement loan to all the major credit bureausIn fact, if he were to go to each credit bureau (Experian, *** and *** *** individually he could confirm that the loan was reported correctly as a secured home improvement loan
A merged credit report is created by combining all three credit bureausA merged credit report is usually created by a third-party company that specializes in merging credit reports for mortgage companiesSuch companies pull reports from all three of the reporting bureaus and then merge, or combine, them into a single reportUnfortunately, sometimes merged reports will contain inaccurate informationIn this case the loan type has been merged incorrectly and shows the loan is for a mortgage
Unfortunately, we have no way to correct the merged credit reporting done by a third party company
Therefore, Castle Credit forwarded a letter to Mr*** stating that the loan was for a secured home improvementThis letter will serve as proof that the loan is not a mortgage
Again, we appreciate Mr*** for his dedication to his credit ratingIt is our hope that all issues have been resolved
As always, please contact me directly with any additional questions or concerns
*** ***
Account Resolution Specialist
Terrible customer service! Terms of the loan were very vague! On a $loan we will have paid $10,000! They set up auto pay biweekly so never late on my payment but yet I get a late charge monthly! Employees are rude and verbally threataning! Will never ever do buisness with this company!
Initial Business Response /* (1000, 5, 2014/11/04) */
I am responding to case no. XXXXXXXX, [redacted].
Ms. [redacted] was listed on a credit application provided to us by [redacted]. Castle Credit has been trying to reach Mr. [redacted]. Our initial research uncovered that the...
phone number listed in the complaint was a possible contact phone for Mr. [redacted]. Therefore, our account representative left a message at this number. Shortly thereafter, our account representative called both references listed on the application without realizing that she was calling Ms. [redacted]'s phone number for a second time. The other reference was [redacted].
During this second call, our representative spoke to a women who identified herself as the grandmother of Mr. [redacted]. I am assuming that this women was [redacted] We would not know to ask for [redacted] as she was not listed on Mr. [redacted] application. However, Ms. [redacted] asked our representative to immediately call back so that she could have Ms. [redacted] or Mr. [redacted] pick up the phone, as they were both home. Our representative did as instructed but was unable to make contact after dialing the phone number. Thinking perhaps the phone was disconnected by mistake, she immediately called again. The woman that answered the phone did not identify herself but stated not to call this number again. No calls were placed to this phone number after being instructed not to call again.
There would be no reason for Castle Credit to threaten a credit reference. Again, our intention was to establish contact with Mr. [redacted] via the phone numbers he provided to us on his credit application. It is our hope that this will clear up any misunderstanding regarding the phone calls we placed to this phone number.
As always, please contact me directly with any additional questions or concerns.
Sincerely,
[redacted]
Account Resolution Specialist
My account was paid in full on December 7th, 2015. My credit report, as of January 2016 is showing past due 60 days. I have left a message for the account department on 2/1/2016, and have not received a call back. I called again on 2/4/16 and was advised to fax over my credit report. Although my balance is showing $0.00, I am not able to get a new mortgage because it is showing 60 days past due as of January 2016. I hope this gets resolved very quickly! I sent over all documentation for Castle Credit to fix with the credit bureaus. Also, they have it reported as a mortgage and I need a signed letter stating it is not a mortgage.
Tell us why here... I am responding to case no. [redacted], Latania [redacted]. Our account [redacted].
The above referenced account was established to enable Ms. [redacted] to purchase a Water...
Filtration System from Water Equipment Technologies of Longwood, Florida. The contract was signed on 06/03/13 and per the agreement, monthly payments were scheduled starting on 07/03/13 and continuing each month thereafter until paid in full. Unfortunately, timely payments were not received and the account became past due on multiple occasions. The account $668.70 past due when the final payment was received on 12/06/16.
Castle Credit requires written authorization to discuss account details with a third party. This signed authorization protects our customers as well as Castle Credit. Our policy is to send a paid in full letter 30 days after a final payment has been received by check. This policy protects Castle Credit when payoff checks do not clear the bank.
We are glad that Ms. [redacted] paid her account in full. In response to her query, a paid in full letter and a copy of the UCC-3 termination was mailed to Ms. [redacted] on 12/16/16 (three weeks earlier than dictate by our policy)
We are very sorry that Ms. [redacted] felt that she had a negative experience when speaking to our representative. Castle Credit takes its customer service responsibilities seriously, and I have shared this feedback with the representative who spoke to Ms. [redacted] and the appropriate supervisor for review. We hope that Ms. [redacted] feels that her complaint has been completely resolved.
Please feel free to contact me directly with any additional questions or concerns.
Dave [redacted]
Account Resolution Specialist
This all stated in [redacted] where the sales rep followed us around until we agreed to let someone come out to our home for a rainsoft water system. We constantly rescheduled and one day he just shows up. We ended up with the water system and the air purifier. We fell behind on payments and contacted them where we were offered a settlement. We paid the settlement. I thought that was the end of it. Fast forward to 3 years later (today) and we are working on some home matters and find out that Castle Credit has a lean on our property. I contacted Castle Credit, and the first rep answers and tells me that there was a settlement and transferred me to the arbitration department where LISA [redacted] and her rude self answers the phone. We discussed the matter at hand we agreed and came to the conclusion that there was a settlement. She proceeded to tell me that they just want the remaining balance of $2105.04. I asked why she, SPECIFICALLY, would offer and accept (I processed the settlement with her) a settlement payment and never inform me of the intent to get the remaining balance by placing a lean on my property? This was almost 3 years ago and I could have been handling this matter. She told me that I should I asked!!! I am sure this is not legal I will be talking to my lawyer today.
Initial Business Response /* (1000, 5, 2015/04/08) */
I am responding to case no. XXXXXXXX, [redacted]. Our Account # XXXXXX.
Castle Credit is a finance company and our financing programs are an option for many home improvement dealers. HomeSmart is an independent contractor that...
uses many different lenders for their customer financing. [redacted] is not contractually obligated to finance any of their sales through Castle Credit. However, in this case HomeSmart accepted our offer to finance Mr. [redacted]'s water treatment system.
The dollar amount of the financing, annual percentage rate, monthly payment and due date are clearly stated on the contract. The payments and interest have been charged in accordance with the agreement signed. I have forwarded copies of the loan documents to Mr. [redacted].
The contract was signed on 6/18/14. The terms and conditions of the loan were verified with Mr. [redacted] via his cell phone on 6/23/14 This verification call is a required step taken before opening a new account. With Mr. [redacted]'s approval we established the loan and paid HomeSmart in full for his purchase. On 6/23/124 we sent a welcome letter which again reviewed the terms of the loan.
By signing the contract Mr. [redacted] has given us a security interest in the product financed. We have opted to perfect our interest by filing a UCC-1 Financing Statement. This UCC-1 Financing Statement is common in the home improvement business and poses no problem whatsoever unless the intention was to sell the home without honoring the loan that improved the property.
I have spoken with Mr. [redacted] owner of [redacted] Mr. [redacted] has assured me that all problems associated with this complaint have been resolved. Furthermore, that Mr. [redacted] is aware that he is past due and that he may pay this account off entirely at any time without penalty.
It is our understanding that Mr. [redacted] is now satisfied and that the complaint has been resolved.
As always, please contact me directly with any additional questions or concerns.
Sincerely,
[redacted]
Account Resolution Specialist
Initial Consumer Rebuttal /* (3000, 12, 2015/04/24) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
Tell us why here... I am responding to case no. [redacted], [redacted]. Our Account [redacted].
On 10/01/13, Castle Credit provided the financing to enable Ms. [redacted] to purchase a water...
filtration system from [redacted] NC.
On 10/11/16, Ms. [redacted] called stating that her credit card statement indicated that she had been charged a cash advance fee of $10.00 in addition to her October payment of $250.00.
The determination of whether a credit card payment is considered to be a cash advance is made by the individual card issuer rather than Castle Credit. Unfortunately, some card issuers choose to interpret the repayment of loan balances as cash advances and this interpretation can change from one payment to the next.
It is important for Ms. [redacted] to know that we have charged this same credit card number since December, 2015. She may have received a new card but, the account number and payment were charged in exactly the same manner.
We appreciate Ms. [redacted] for her perfect payment history and even though we did not charge or receive any additional fee we have credited Ms. [redacted] account for the $10.00 fee charged by her credit card company as a gesture of goodwill. Ms. [redacted] may be able to prevent a similar occurrence in the future by calling her credit card company.
Sincerely,
[redacted]
Resolution Specialist
Initial Business Response /* (1000, 5, 2015/05/27) */
5/27/2015
I am responding to case no. # XXXXXXXX, [redacted] - Our Account no. XXXXXX
The six months same as cash promotion is clearly stated on [redacted] contract. We post interest monthly so that our customers are aware...
of the exact dollar amount of interest added should they not pay the account off within the allotted time frame.
A check for the final payment was received on 5/11/15. We adjusted the interest and closed the account after the final payment cleared the bank. In this interim period [redacted] received a statement showing that interest had been added. Please know that this account has been paid in full and all interest was reversed. We apologize for any misunderstanding and appreciate Ms. Mc Manus for her dedication to her loan obligation.
It is our hope that this response will resolve this complaint.
As always, please contact me directly with any additional questions or concerns.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I agree with the reviews I have read. This company of Castle Credit are horrible. I have spoken to a lady last name [redacted] on several occasions. She is very rude and unprofessional. When We found out that Our water system had a error code so we called Castle Credit. Speaking to Ms. [redacted], is not good & left a bitter taste in my mouth. She did not care if we had repairs or not. All she wanted to do is to continue to make the monthly payments. Everything had been good up until the error code occurred. The dealer went out of business is all she would tell me. Then she proceeded to tell me that, Castle Credit has nothing to do with repairs. But we would have to continue to make payments rather we got the water system fixed or not. Now here comes a phone call from their investigator. He is threatening etc. I do not take threats to hearts. He did find a repair company to where will have ot pay out of pocket. I don't think that is fair to the customer. Something has to be done about this company.
Initial Business Response /* (1000, 5, 2015/01/09) */
I am responding to case no. XXXXXXXX, [redacted]. Our account no. XXXXXX.
We apologize for any misunderstanding regarding Mr. [redacted]'s account. We will adjust the payment due date to the 29th of the month to ensure that future...
drafts are properly posted to Mr. [redacted]'s account. Certainly, all late fees will be reversed.
Please know that Mr. [redacted]'s account is current and has been reported as such to the credit bureaus. The account has never been reported as past due. We appreciate Mr. [redacted] for his timely payments and for his patience.
Please let me know if this will resolve the complaint and I will make the necessary adjustments.
As always, please contact me directly with any additional questions or concerns.
[redacted]
Account Resolution Specialist
Initial Business Response /* (1000, 5, 2014/03/04) */
I am responding to Revdex.com Case no. XXXXXXXX, [redacted]. Our Account No. XXXXXX.
On January 28th we received a bank wire to close the [redacted]'s account. In return, they asked that we prepare a paid in full letter and...
provided a fax number to send it to. We were happy to assist this customer by providing immediate attention to their request. Our bank charges an additional fee for incoming wire. Naturally, the fee is charged for the special handling of the funds. Therefore, the fee for the wire was included with their payoff balance.
Then on 2/6/14 we processed another check for $120.00. We informed the [redacted]'s of the 30 day policy to assure funds clear. In fact, this check will be sent out 3/7/2014 .
We appreciate the [redacted]'s for their perfect payment history. Therefore, we will gladly send an additional check for the $10.00 wire fee if this will resolve the complaint. Upon receiving notice that the complaint has been resolved we will issue an additional check for $10.00.
As always, please contact me directly with any additional questions or concerns.
[redacted]
Marketing Manager
I am responding to case no[redacted] – Our account no. [redacted]
Castle Credit provided the financing so
that Ms. [redacted] could purchase a whole...
house water system from A &
B Marketing of Jacksonville, FL. A & B Marketing is an
independent contractor that uses many different finance companies.
In this case, A & B Marketing accepted our offer to finance the
purchase.
The contract was signed back on
12/02/08 and the first payment of $117.80 was scheduled due on 3/2/09
and every month thereafter on the 2nd day until the loan
was paid in full. Unfortunately, Ms.
[redacted] failed to make timely monthly
payments. In fact, in 2010, we only received 4 of the 12 payments
due. This pattern of non payment continued into 2011 & 2012. In
an effort to help catch up we suggested that the customer increase
their monthly payment to $150.00. We also assisted the [redacted] by
reducing the APR from 21% to 17.99% in Septemeber, 2012. Today the
account is past due $1,228.80.
Castle Credit has no legal right to
take Ms. [redacted] home nor would we threaten to do so. However,
by signing the contract Ms. [redacted] has given us a security
interest in the product financed. We have opted to perfect our
interest by filing a UCC-1 Financing Statement in the county records.
This UCC-1 is standard in the home improvement industry and poses
no problem whatsoever unless the intention is to sell the home
without honoring the loan that improved the property. I hope that
this will clear up any misunderstanding and ease Ms. [redacted]
mind.
Certainly, we can understand how
overwhelming it is to fall behind in payments. Therefore, we would
like to offer this customer some help. We are willing to give the
account a “fresh start.” This means we are offering to bring the
account current with the next payment of $150.00. We would also like
to lower the APR to 16%. The fresh start and the lower APR will
certainly lessen the amount of interest and the length of the loan
and enable more of the payment to be credited directly to the
principal balance. Ms. [redacted] will definitely notice a drop in
the balance and interest charged. In situations where customers are
having difficulty with their finances, we strive to work out
arrangements that will work for both the customer and Castle Credit.
We will gladly make the adjustments
upon notification that the complaint has been resolved.
As always, please contact me directly
with any additional questions or concerns.
Sincerely,
[redacted]
Account Resolution Specialist