G.D. van Wagenen Financial Services, Inc

van Wagenen provides insurance tracking services to lenders in the US. We monitor the status of borrower's insurance protecting the collateral on the loan. As a part of that service van Wagenen sent letters to the customer on 05/08/2016 and 05/29/2016 requesting updated insurance information. ...

In addition, a Representative made an outbound call to the customer’s home on 06/29/2016 and left a message with an individual for [redacted] to call us.  The Representative that made the outbound call identified herself and the general purpose of the call.  She said, “My name is Connie calling on behalf of GM financial, its regarding insurance…”  When the customer called back the Representative that answered the call followed protocol by attempting to verify the identity of the caller before giving out any account information.  At no point during the call did the van Wagenen Rep pressure the account holder for information or withhold information about the intent of the contact except that the Rep asked the caller to identify himself before any account information was given.  We believe our inbound call representative could have done better by providing an explanation of the service our company provides to various financial institutions and why we may have contacted them.  This may have eased his concerns. Unfortunately, the customer disconnected before a resolution could be reached.