Revdex.com Complaint #***
Re: Ms*** ***
We are in receipt of Ms***’s complaint. We take these matters very seriously and make
every effort to make our customers experience with Green Trust Cash rewarding
We have reviewed our records and noted the following
findings; Ms
*** did take out a $loan with us in 2014, and during that
time she made a series of payments in accordance with the terms of her
contract, our records do not indicate payments received on her behalf at the
levels she has indicated, and her account balance includes accrued charges and
late, and returned item fees which would cause her balance to be higher than anticipated
Our last communication with Ms*** was June 17, and
no payments have been received since.
During that period of time Ms*** would have received various
electronic communications which comply with the applicable principles of
federal financial consumer law and particularly the principles of the FDCPA as
it relates to collection practices and efforts
We would certainly be interested in speaking with Ms***
because from the tone of her complaint and after review of our records she may
have fallen prey to an imposter organization posing as Green Trust Cash. Of course we cannot be sure unless Ms***
was able to assist us with any information she could provide
Our practice would be to request Ms*** call us to
make acceptable payment arrangements, however, since Ms*** may have fallen
prey to a possible scam of some sort and in the spirit of goodwill to our
customers we will close her account and waive any outstanding balance
If there are any more questions or issues please do not
hesitate contacting us at your earliest convenience
It is always unfortunate
when a customer is dissatisfied with our service.In this case when the
balance of the loan was quoted it was the principal balance of the loan that
was owed at the time of the complaint. We are going to reach out to [redacted] and provide her a detailed schedule of her payments and how they were
applied to her principal and finance charges. Loan agreements are accessible anytime
to customers simply by visiting our website and logging in using the information
that was provided by Ms [redacted] when she did the underwriting verification of
the loan with us as well as the information on the loan agreement she signed. We
will also provide a link to the loan agreement for her convenience.That
being said as clearly indicated in the website disclaimers and loan documents
executed by Ms [redacted], Green Trust Cash, LLC (the “Company”) is a wholly owned
and operated entity of the Fort Belknap Indian Community (the “Tribe”) on the
Fort Belknap Reservation of Montana (the “Reservation). The Company is wholly owned by the Tribe, was
established for the Tribe’s economic benefit, and is organized under and
operates pursuant to Tribal law. As an
economic arm of the Tribe, the Company shares the Tribe’s sovereign immunity
and, therefore, is not subject to state enforcement actions described in her
complaint.The
Fort Belknap Indian Community is a federally recognized Indian tribe and a
sovereign nation, as expressly recognized under federal law. See 75 Fed.Reg 60,810,60,811. As such Green Trust Cash, LLC, conducts business
under all principles of applicable Federal financial consumer laws and the laws
of the Fort Belknap Tribe. Furthermore,
we can attest that our Tribal lending business does not engage in excessive or
abusive collection practices. We
diligently work with our consumers to resolve any inquiries and issues that
have been brought to our attention in a timely manner.We are prepared to and are
actively trying to work with Ms [redacted]. Her account is on hold, and no further
fees or charges are being accrued. Once Ms. [redacted] receives the detailed
schedule as noted above we are ready and willing to work with her on a
negotiated settlement for the principal balance owed.As we have stated in our
previous responses Green Trust Cash follows the applicable principles of
Federal Financial Consumer Law in all dealings with our customers.
1/11/16
Revdex.com
Complaint [redacted]
Green
Trust Cash takes all complaints very seriously and it is always unfortunate
when a customer is dissatisfied with our service or the services we have
provided.
Our
procedures and scripting are standardized to ensure...
consistency and that we
follow the applicable principles of Federal financial consumer law. Furthermore, the customer is provided access
to their contract prior to signing and documented within the contract is their
entire payment schedule as well as required Truth in Lending disclosures.
Our
website, script, and contract disclose that this is an expensive form of
borrowing and that we encourage the customer to make additional payments with
no prepayment penalties in an effort to save charges. Post approval the customer is also sent an e
mail recapping the structure of the transaction and an overview of what was
previously discussed during the underwriting process.
Upon
receipt of the complaint we reviewed Ms. [redacted]’s file, and listened to the
recording of the conversation relating to the underwriting process between Ms.
[redacted] and our representative and found that the representative followed the
script and procedures as trained. The
pace of the call was not rushed, and on numerous occasions as instructed per
the script our representative paused and asked if Ms. [redacted] had any
questions regarding the loan. We also reviewed
and listened to a subsequent call with Ms. [redacted] where she confirmed our
receipt of her signed contract, and as scripting dictates we again asked if she
had any questions regarding her loan.
As
we previously stated this is always an unfortunate situation that we take very
seriously. When we do make mistakes, and
that does occur we take full responsibility for our errors and make every
effort to satisfy the customer and rectify the situation. Our position based upon our review as noted
above is that we have found no wrong doing and our representative followed
procedure throughout the underwriting, and funding process, and payments were
drafted from Ms. [redacted]’s account as documented in the payment schedule
which is part of the loan contract Ms. [redacted] signed.
As
requested by Ms. [redacted] a payment in the amount of $364.00 has been set up
on her next payment due date 1/15/16 to pay her loan in full.
If
there are any further inquiries regarding Ms. [redacted]’s account feel free to
contact us at your earliest convenience, and thank you for the opportunity to
respond to this complaint.Sincerely,
Green
Trust Cash
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:Green Trust cash sent me the following email this morning and I am satisfied with the outcome.In answering your complaint with the Revdex.com Green Trust Cash has agreed to accept $86.57 to settle loan ID [redacted] for the remaining principal balance. We have also revoked the ACH debit as well. The full response should be available to you from the Revdex.com.Please let us know as to when we should expect the money order payment to be in our office so we may set the settlement on the account I will contact the business to make the arrangement to pay of the remaining principal balance via money order.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
March 20, 2017 [redacted] Revdex.comWe are in receipt of Ms. [redacted]’s complaint and will address the items noted. We make every effort to communicate to the customer how the loan works by reviewing the contract with them before funding, recommending that they read and print the...
contract for their records, and then we follow up with an e mail after funding which reviews the agreement once again.During the underwriting process Ms. [redacted]’s loan agreement was provided to her and all of the principles of Federal financial consumer law were followed including all TILA disclosures and a detailed payment schedule was included as part of the contract. The TILA disclosures and payment schedules illustrate the cost, APR, and scheduled payments of the loan if the consumer only makes minimum payments.We disclose on our website and in our contract, and communicated during our underwriting process that this is an expensive form of borrowing and we encourage all customers make additional payments to save on finance charges, and there are no pre-payment penalties.With regards to the legality of the loan provided to Ms. [redacted] our disclosures clearly indicate on the website and in the loan documents executed by Ms. [redacted], Green Trust Cash, LLC (the “Company”) is a wholly owned and operated entity of the Fort Belknap Indian Community (the “Tribe”) on the Fort Belknap Reservation of Montana (the “Reservation). The Company is wholly owned by the Tribe, was established for the Tribe’s economic benefit, and is organized under and operates pursuant to Tribal law. As an economic arm of the Tribe, the Company shares the Tribe’s sovereign immunity and, therefore, is not subject to state enforcement actions or licensing as described in the complaint.The Fort Belknap Indian Community is a federally recognized Indian tribe and a sovereign nation, as expressly recognized under federal law. See 75 Fed.Reg 60,810,60,811. As such Green Trust Cash, LLC, conducts business under all principles of applicable Federal financial consumer laws and the laws of the Fort Belknap Tribe. We diligently work with our consumers to resolve any inquiries and issues that have been brought to our attention in a timely manner.We acknowledge receipt of Ms. [redacted]’s revocation of her ACH authorization, and we will block the possibility of any application being processed for Ms. [redacted] in the future.That being said it is our position that the loan signed for by Ms. [redacted] is a legally binding agreement and we have every right to expect payment as scheduled in the agreement.Regardless, as a gesture of goodwill we will reach out to Ms. [redacted], waive the accrued interest that has accumulated on her loan and settle her loan for the return of the principal funded on 3/1/2017 of $450.00. A representative will be reaching out to Ms. [redacted] to facilitate the repayment. Provided the principal is repaid, we will consider this account paid in full.Thank you for the opportunity to respond to this matter.Sincerely,Green Trust Cash
March 20, 2017 [redacted] Revdex.comWe are in receipt of Mr. [redacted]’s complaint and will address the items noted. We make every effort to communicate to the customer how the loan works by reviewing the contract with them before funding, recommending that they read and print the contract for their...
records, and then we follow up with an e-mail after funding which reviews the agreement once again.During the underwriting process Mr. [redacted]’s loan agreement was provided to him and all of the principles of Federal financial consumer law were followed including all TILA disclosures and a detailed payment schedule was included as part of the contract. The TILA disclosures and payment schedules illustrate the cost, APR, and scheduled payments of the loan if the consumer only makes minimum payments.Furthermore, it is clearly disclosed on our website and in our contract, and communicated during our underwriting process that this is an expensive form of borrowing and we encourage all customers make additional payments to save on finance charges. Also, please note it is disclosed on our website and in our contract that there are no penalties for pre-payment of our loan products and as we previously stated we encourage customers make additional payments.Our records indicate Mr. [redacted] made an additional principal payment with his first payment, which will save on future charges, and was granted a courtesy skip of a scheduled payment at no cost to him. That being said we make every effort to assist customers with their payment obligations, and disclose to the customer how to save on charges. Subsequently we received notice that the account provide by Mr. [redacted] was closed. We realize everyone faces financial hardships from time to time and our representatives are available to discuss payment arrangements at anytime during our hours of operation. We would like to thank Mr. [redacted] for his e-mail apologizing for the closing of the account and letting us know he would be in contact to arrange to pay off his debt.With respect to our collection efforts, our protocol when we receive notice that an account has been closed is to follow the principles of Federal financial consumer law and in these instances, particularly the standards established under the FDCPA. Our communications document our practices in a non-threatening manner and request the customer contact us and that we will also be attempting to contact them to reach an agreed upon arrangement.It is our position that the loan signed for by Mr. [redacted] is a legally binding agreement, we have every right to expect payment as scheduled in the agreement and our records, and correspondence with Mr. [redacted] would support our findings.Regardless, as previously stated we understand everyone faces financial challenges from time to time, and we will have an Account Resolution representative reach out to Mr. [redacted] to discuss a payment arrangement.Thank you for the opportunity to respond to this matter.Sincerely,Green Trust Cash
Complaint [redacted]
Our investigation revealed that all aspects and disclosures were discussed with Ms. [redacted] during the loan origination process. The recording of the conversation with Ms. [redacted] clearly states she was informed that she should read the contract before signing and maintain...
a copy for her records. Furthermore, all aspects of the loan and payment schedules were reviewed as required including the fact that this is an expensive form of borrowing, that the payment schedule was a schedule of minimum payments, and that we encourage customers make additional payments to save on charges, and that the customer controls how much they can save by paying off early and in what amount. Ms. [redacted] states she has paid $1600 towards her loan, the $1600 represents the total of all payments that would be made if only the minimum payments are made not what Ms. [redacted] has paid, and this is disclosed as required by the applicable principles of Federal financial consumer law.
We have found no wrong doing relating to our loan origination practice and procedurally our process and scripts were followed as trained and we did not identify anything that was or was not communicated to Ms. [redacted] as intended.
We do appreciate the opportunity to respond to Ms. [redacted] complaint and we take all complaints very seriously and utilize them to self-evaluate our own internal processes to ensure we are doing what is necessary to follow the applicable principles of Federal financial consumer law and make the consumer experience pleasant and informative.
Taking all of the above into consideration we understand that everyone experiences financial hardships from time to time, and irrespective of our position as a gesture of goodwill we will waive the remaining balance of Ms. [redacted] loan and consider it paid in full.
At Green Trust Cash we want every customer experience to be a positive experience, and try to ensure we address the customer’s questions and understanding of the product.
If we can be of any further assistance regarding this matter please contact us at your earliest convenience.
It is always very concerning when a returning customer posts a complaint of this nature, and we take this matter very seriously. Within 24 hours of receiving this complaint we opened an investigation:
Our investigation revealed that all aspects and disclosures were discussed with [redacted]...
during the loan origination process. The recording of the conversation with [redacted] clearly states she was informed that she should read the contract before signing and maintain a copy for his records. Furthermore, all aspects of the loan and payment schedules were reviewed as required including the fact that this is an expensive form of borrowing, that the payment schedule was a schedule of minimum payments, and that we encourage customers make additional payments to save on charges, and that the customer controls how much they can save by paying off early and in what amount.
We have found no wrong doing relating to our loan origination practice and procedurally our process and scripts were followed as trained and we did not identify anything that was or was not communicated to [redacted] as intended.
However, we have noted some issues and identified training opportunities and room for improvement in the handling of subsequent calls by [redacted] regarding her account. The customer service provided was not to our standards and will be addressed.
We do appreciate the opportunity to respond to [redacted]’s complaint and we take all complaints very seriously and utilize them to self-evaluate our own internal processes to ensure we are doing what is necessary to follow the applicable principles of Federal financial consumer law and make the consumer experience pleasant and informative. We apologize for the later, and measures have already been taken to address and conduct follow up training with our representatives.
Taking all of the above into consideration we understand that everyone experiences financial hardships from time to time, and irrespective of our position that all aspects of the loan were disclosed and communicated the customer service provided was not up to Green Trust Cash standards and as a gesture of goodwill we will waive the remaining fees and principal and consider [redacted]’s balance paid in full. A Customer Service Representative will be contacting [redacted] to communicate this directly to her, and a subsequent email sent confirming the same.
At Green Trust Cash we want every customer experience to be a positive experience, and try to ensure we address the customer’s questions and understanding of the product.
If we can be of any further assistance regarding this matter please contact us at your earliest convenience.
[redacted] Revdex.com Complaint [redacted]
Our investigation revealed that all aspects and disclosures were discussed with Mr. [redacted] during the loan origination process. The recording of the conversation with Mr. [redacted] clearly states he was informed that he should read the contract...
before signing and maintain a copy for his records. Furthermore, all aspects of the loan and payment schedules were reviewed as required including the fact that this is an expensive form of borrowing, that the payment schedule was a schedule of minimum payments, and that we encourage customers make additional payments to save on charges, and that the customer controls how much they can save by paying off early and in what amount.
We have found no wrong doing relating to our loan origination practice and procedurally our process and scripts were followed as trained and we did not identify anything that was or was not communicated to Mr. [redacted] as intended.
We do appreciate the opportunity to respond to Mr. [redacted]’s complaint and we take all complaints very seriously and utilize them to self-evaluate our own internal processes to ensure we are doing what is necessary to follow the applicable principles of Federal financial consumer law and make the consumer experience pleasant and informative.
Taking all of the above into consideration we understand that everyone experiences financial hardships from time to time, and irrespective of our position as a gesture of goodwill we will waive the remaining fees and settle the balance with Mr. [redacted]’s loan for principal only. Per a review of Mr. [redacted]’s file these arrangements have been made.
At Green Trust Cash we want every customer experience to be a positive experience, and try to ensure we address the customer’s questions and understanding of the product.
If we can be of any further assistance regarding this matter please contact us at your earliest convenience.
July 27, 2017 Re: [redacted] Revdex.com Complaint It is always unfortunate when a customer is dissatisfied with our service or the services we have provided particularly a returning customer, and we take these matters very seriously. To ensure full disclosure our representatives review all...
aspects of the contract with each customer during the underwriting process including but not limited to the repayment options and repayment schedule. The customer is advised to review the loan contract before signing, and the TILA disclosure on the first page of the contract illustrates the APR and cost of the loan if only the minimum payments are made. We also follow the applicable principles of Federal Financial consumer law as part of our lending program. This information is also provided to the consumer post funding in the form of an email documenting how the transaction works. Furthermore, disclosures are provided to our customers in the contract, on our website, and during our underwriting process that this is an expensive form of borrowing and not a long term financial solution, and we highly recommend the consumer make additional payments to save on charges if possible. The payback noted is only if minimum payments are made. Per a review of the previous loans with Green Trust Cash Ms. [redacted] did pay those loans off early to save on charges with no pre-payment penalty. Our underwriting criteria is applied in a consistent manner to all consumers, and we are always available to discuss payment plans or arrangements when a customer finds that they are experiencing any difficulties in meeting their financial obligations. With regards to the legality of the loan provided to Ms. [redacted] our disclosures clearly indicate on the website and in the loan documents executed by Ms. [redacted], Green Trust Cash, LLC (the “Company”) is a wholly owned and operated entity of the Fort Belknap Indian Community (the “Tribe”) on the Fort Belknap Reservation of Montana (the “Reservation). The Company is wholly owned by the Tribe, was established for the Tribe’s economic benefit, and is organized under and operates pursuant to Tribal law. As an economic arm of the Tribe, the Company shares the Tribe’s sovereign immunity and, therefore, is not subject to state enforcement actions or licensing as described in the complaint. The Fort Belknap Indian Community is a federally recognized Indian tribe and a sovereign nation, as expressly recognized under federal law. See 75 Fed.Reg 60,810,60,811. As such Green Trust Cash, LLC, conducts business under all principles of applicable Federal financial consumer laws and the laws of the Fort Belknap Tribe. We diligently work with our consumers to resolve any inquiries and issues that have been brought to our attention in a timely manner. Also, please note Green Trust Cash provides installment loan products. The review of Ms. [redacted]’s account indicates that our processes were followed and communicated during the underwriting process and no wrongdoing was noted on our part. It is our position that the loan signed for by Ms. [redacted] is a legally binding agreement and we have every right to expect payment as scheduled in the agreement. Regardless, we certainly understand everyone faces financial difficulties from time to time and as a gesture of goodwill, we will be happy to settle Ms. [redacted]’s account for the principal balance owed as indicated in the complaint, and waive all interest and fees. We appreciate all reviews and comments from our consumers positive or negative and utilize them to review our own internal processes to ensure we are doing what is necessary to make the consumer experience pleasant and informative. A representative will reach out to Ms. [redacted] to coordinate the agreed upon settlement. Thank you for the opportunity to respond. Sincerely, Green Trust Cash
[redacted], [redacted] Revdex.com Complaint [redacted] It is always disappointing when a customer is dissatisfied with our service or does not understand the services we have provided. Upon receipt of this complaint we immediately began an investigation of Ms. [redacted]’s account to ensure procedurally...
we followed our prescribed protocol. With regards to the legality of the transaction our disclosures clearly indicate in the website disclaimers and loan documents executed by Ms. [redacted], Green Trust Cash, LLC (the “Company”) is a wholly owned and operated entity of the Fort Belknap Indian Community (the “Tribe”) on the Fort Belknap Reservation of Montana (the “Reservation). The Company is wholly owned by the Tribe, was established for the Tribe’s economic benefit, and is organized under and operates pursuant to Tribal law. As an economic arm of the Tribe, the Company shares the Tribe’s sovereign immunity and, therefore, is not subject to state enforcement actions described in your complaint. The Fort Belknap Indian Community is a federally recognized Indian tribe and a sovereign nation, as expressly recognized under federal law. See 75 Fed.Reg 60,810,60,811. As such Green Trust Cash, LLC, conducts business under all principles of applicable Federal financial consumer laws and the laws of the Fort Belknap Tribe. We diligently work with our consumers to resolve any inquiries and issues that have been brought to our attention in a timely manner. It should be further noted that the contract signed by Ms. [redacted] documents the applicable disclosures as required by the principles of applicable Federal financial consumer law, which includes the APR and a detailed payment schedule, and a disclaimer stating that this is an expensive form of borrowing which was communicated to Ms. [redacted] during the underwriting process. What is illustrated is the minimum payment schedule, as required, and we encourage all customers to pay off as quickly as possible to save on charges. Re-payment is in the control of the consumer there are no pre-payment penalties. To ensure full disclosure our representatives review all aspects of the contract with each customer during the underwriting process including but not limited to the repayment schedule which is illustrated in the contract and summarized in the Truth In Lending statements. This information is also provided to the consumer post funding in the form of an email documenting what was discussed and how the transaction works. To be clear our investigation revealed that all aspects and disclosures were discussed with Ms. [redacted] including the fact that this is an expensive form of borrowing, that the payment schedule was a schedule of minimum payments, and that we encourage customers make additional payments to save on charges, and that the customer controls how much they can save by paying off early and in what amount. We have found no wrong doing and procedurally our process and scripts were followed as trained and we did not identify anything that was or was not communicated to Ms. [redacted] as intended. Also, note as per Ms. [redacted]’s request we have revoked her ACH authorization, and ceased all communications to her other than by email. We do appreciate the opportunity to respond to Ms. [redacted]’s complaint and we take all complaints very seriously and utilize them to self-evaluate our own internal processes to ensure we are doing what is necessary to follow the applicable principles of Federal financial consumer law and make the consumer experience pleasant and informative. Irrespective of our position as a gesture of goodwill we will be happy to settle the loan with Ms. [redacted] for a repayment of principal as indicated in her complaint and correspondence with our team. We will immediately send an email to Ms. [redacted] requesting she contact our Accounts Resolution Department to make the appropriate arrangements. If we do not hear from Ms. [redacted] regarding arrangements to repay the initial principal balance as she has indicated, we will begin our normal collection proceedings on the principal balance owed. Thank you for your time and attention, if we can be of any further assistance feel free to contact us at your earliest convenience. Sincerely, Green Trust Cash
I really disagree with what they said because they are trying to still get another 330.00 dollars out of me and after I got in touch with the Revdex.com now they want to work something out after calling me my job and e-mails I fill like they got payed in full I pay them enough money and I feel like they are getting over on people because they are a tribal loan. They are using the internet to get over on people who are in need of money. This is not right the interest is to high and when they take 100 dollars and only 10 dollars goes to your loan balance that is fraud.
Revdex.com complaint # [redacted]
It is always unfortunate when a customer is dissatisfied with the services we have provided, and we take these matters very seriously.
Upon receipt of Ms. [redacted]’s complaint we immediately investigated her account. Our review noted that Ms. [redacted] has borrowed...
from our company on more than one occasion, but diligently paid back her obligation in 1 to 4 payments as we recommend saving herself finance charges.
With regards to the legality of the transaction our disclosures clearly indicate in the website disclaimers and loan documents executed by Ms. [redacted], Green Trust Cash, LLC (the “Company”) is a wholly owned and operated entity of the Fort Belknap Indian Community (the “Tribe”) on the Fort Belknap Reservation of Montana (the “Reservation). The Company is wholly owned by the Tribe, was established for the Tribe’s economic benefit, and is organized under and operates pursuant to Tribal law. As an economic arm of the Tribe, the Company shares the Tribe’s sovereign immunity and, therefore, is not subject to state enforcement actions described in your complaint.
We diligently work with our consumers to resolve any inquiries and issues that have been brought to our attention in a timely manner, and follow applicable Federal financial consumer laws , and do not engage in, nor condone any member of our team harassing a customer, and see no evidence of this behavior.
It should be further noted that the contract signed by Ms. [redacted] documents the applicable disclosures as required by the principles of applicable Federal financial consumer law, which includes the APR and a detailed payment schedule, and a disclaimer stating that this is an expensive form of borrowing which was communicated to Ms. [redacted] during the underwriting process.
To be clear our investigation revealed that all aspects and disclosures were discussed with Ms. [redacted] including the fact that this is an expensive form of borrowing, that the payment schedule was a schedule of minimum payments, and that we encourage customers make additional payments to save on charges, and that the customer controls how much they can save by paying off early and in what amount. Ms. [redacted] at no time expressed that she needed assistance in paying the loan as she would make additional payments toward her principal balance. Had she informed us of this need we would have worked with her since she has been such a valued customer.
We have found no wrong doing and procedurally our process and scripts were followed as trained and we did not identify anything that was or was not communicated to Ms. [redacted] as intended. We do appreciate the opportunity to respond to Ms. [redacted]’s complaint and we take all complaints very seriously and utilize them to self-evaluate our own internal processes to ensure we are doing what is necessary to follow the applicable principles of Federal financial consumer law and make the consumer experience pleasant and informative.
Irrespective of our position as a gesture of goodwill we will waive the remaining balance owed by Ms. [redacted] and consider her account paid in full.
Thank you for your time and attention, if we can be of any further assistance feel free to contact us at your earliest convenience.
Thank you for discontinuing the loan. I've called and paid over double the loan amt and feel this is a fair resolution. Thank you.Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
June 12, 2017 Re: [redacted] It is always unfortunate when a customer is dissatisfied with our service or the services we have provided and we take these matters very seriously. To ensure full disclosure our representatives review all aspects of the contract with each customer during the...
underwriting process including but not limited to the repayment options and repayment schedule. The customer is advised to review the loan contract before signing, and the TILA disclosure on the first page of the contract illustrates the APR and cost of the loan if only the minimum payments are made, with respect to the total payback noted by Mr. [redacted] our records and contract do not reflect the amount noted in his complaint. This information is also provided to the consumer post funding in the form of an email documenting how the transaction works. Furthermore, disclosures are provided to our customers in the contract, on our website, and during our underwriting process that this is an expensive form of borrowing and not a long-term financial solution, and we highly recommend the consumer make additional payments to save on charges if possible. Our underwriting criteria is applied in a consistent manner to all consumers, and we are always available to discuss payment plans or arrangements when a customer finds that they are experiencing any difficulties in meeting their financial obligations. Review of our records and phone system do not show any calls received from Mr. [redacted] as noted in his complaint with the exception of his initial call during underwriting. Our standard practice to keep all calls for a set period of time and all conversations require notes be documented in the system. The review of Mr. [redacted]’s account indicates that our processes were followed and communicated during the underwriting review and no wrongdoing was noted on our part. Regardless, as a gesture of goodwill we would be happy to settle and set up payment arrangements for Mr. [redacted]’s loan for the remaining principal balance only. We appreciate all comments from our customers positive or negative and utilize them to review our own internal processes to ensure we are doing what is necessary to make the consumer experience pleasant and informative. Furthermore, we understand everyone experiences financial difficulties from time to time. Thank you for the opportunity to respond, and assist. Please contact customer service at your earliest convenience to discuss your account. Sincerely, Green Trust Cash
June 27, 2017 Re: [redacted] It is always unfortunate when a customer is dissatisfied with our service or the services we have provided and we take these matters very seriously. To ensure full disclosure our representatives review all aspects of the contract with each customer during the...
underwriting process including but not limited to the repayment options and repayment schedule. The customer is advised to review the loan contract before signing, and the TILA disclosure on the first page of the contract illustrates the APR and cost of the loan if only the minimum payments are made. Disclosures are provided to our customers in the contract, on our website, and during our underwriting process that this is an expensive form of borrowing and not a long-term financial solution, and we highly recommend the consumer make additional payments to save on charges if possible. A thorough review of Ms. [redacted]’s account was performed and it should be noted that in an effort to assist Ms. [redacted] a courtesy skip payment was granted. Regardless we did note that our representative could have taken the time to better explain the circumstances regarding the fact that though the payment cleared Ms. [redacted]s account our account does not necessarily reflect the transfer occurring, essentially a timing issue between financial institutions. We have since counseled our representative to help them answer questions from customers regarding this topic in a more complete manner. Our underwriting criteria is applied in a consistent manner to all consumers, and we are always available to discuss payment plans or arrangements when a customer finds that they are having trouble in meeting their financial obligations. The review of Ms. [redacted]’s account indicates that our processes were followed and communicated during the underwriting review and no wrongdoing was noted on our part. Regardless, we completely understand and realize everyone faces financial difficulties from time to time, and though we are here to assist in those situations, sometimes other factors come into play that can still create challenges in repayment. Therefore, as a gesture of goodwill we will settle Ms. [redacted]s loan for the amount that has already been paid and consider her loan paid in full. Furthermore, unless notified in writing we will ensure all further communication with Ms. [redacted] is stopped after the notice regarding the settlement of her loan is sent and we will block her information in the loan management system. Thank you for the opportunity to respond, and assist. Please contact customer service at your earliest convenience if you have any further questions. Sincerely, Green Trust Cash
We do appreciate the opportunity to respond to [redacted] complaint and we take all complaints very seriously and utilize them to self-evaluate our own internal processes to ensure we are doing what is necessary to follow the applicable principles of Federal financial consumer law and make the...
consumer experience pleasant and informative.
When we attempted to tie [redacted] back to our Loan Management System we found it to be difficult based upon the information provided in her complaint. Typically we can do this by name, or email address etc. It was not until we utilized the physical address that we found a match.
That being said the account noted at that physical address had some mismatches with the information in [redacted] account and without speaking to [redacted] directly and confirming some identity information it would not be prudent to discuss any particulars relating to the account in this forum.
However, if [redacted] has made some contact information changes and is entering those into our website, and/or set up a new email address this would explain the drop off and/or lack of capability to communicate via electronic means. We truly apologize for this inconvenience.
A representative will be assigned to contact [redacted] utilizing the phone number in her complaint and update her contact information as well as assist with any issue [redacted] has regarding her account. In the meantime, [redacted] may at her convenience contact customer service at [redacted]. If we can be of any further assistance please let us know at your earliest convenience.
[redacted] – Revdex.com Complaint 6/20/2016 - #[redacted]
It is always disappointing when a customer is dissatisfied with our service or does not understand the services we have provided.
Upon receipt of this complaint we immediately began an investigation of Mr. [redacted]’s account to ensure...
procedurally we followed our prescribed protocol.
The contract signed by Mr. [redacted] documents the disclosures as required by the principles of applicable Federal financial consumer law, and to ensure full disclosure our representatives review all aspects of the contract with each customer during the underwriting process including but not limited to the repayment schedule which is illustrated in the contract and summarized in the Truth In Lending statements.
To be clear our investigation revealed that all aspects and disclosures were discussed with Mr. [redacted] and per review of our records and files Mr. [redacted] spoke with our representatives and arrangements were agreed to as a result of these conversations. Mr. [redacted] also makes reference to harassing phone calls, our records indicate that since the funding of the loan we have only contacted Mr. [redacted] 2 times, all other conversations were a result of inbound calls from Mr. [redacted]. Green Trust Cash follows all applicable principles of Federal financial consumer laws as it relates to customer communications.
Our investigation found no wrong doing procedurally and our disclosures were communicated to Mr. [redacted], however, per review of the phone conversations with Mr. [redacted] and the depth and length of those conversations, it is very understandable how there could have been a miscommunication between our representative and Mr. [redacted]. We sincerely apologize to Mr. [redacted] if that occurred.
Also note we are taking this opportunity to utilize these calls for training purposes and forwarding them to the appropriate members of the operations team in an effort to improve our customer service experience.
We do appreciate the opportunity to respond to Mr. [redacted]’s complaint and as we previously stated we take all complaints very seriously and utilize them to self-evaluate our own internal processes to ensure we are doing what is necessary to follow the applicable principles of Federal financial consumer law and make the consumer experience pleasant and informative.
Mr. [redacted] has requested that we cease all forms of communication with him and refund $65.00 to his account. His request to be placed on the DO NOT CONTACT list will be honored, and as a gesture of goodwill we will refund the $65.00 Mr. [redacted] has requested plus an additional $50.00 for any inconvenience or charges he may have incurred.
If there are any further questions regarding this matter feel free to contact us at your earliest convenience.
Sincerely,
Green Trust Cash
[redacted] Revdex.com Complaint [redacted]
It is always very concerning when a returning customer posts a complaint, particularly when the issue had been resolved to the customer’s satisfaction, but we are all human and mistakes do happen. This is no excuse, and Green Trust Cash will do what is...
necessary to make it right for our customer’s.
Mr. [redacted]’s statement is correct, our representative did get approval to accommodate another skipped payment as he requested, and everything was handled as she was taught. Unfortunately, the Customer Service Representative made an error when posting the skipped payment to the Loan Management System and it did not get recorded as intended, resulting in the payment going out as scheduled.
When mistakes are made, and it does happen we take responsibility for our actions, and will do what is necessary to make it right for the customer.
The following actions have been taken with respect to the error which took place relating to Mr. [redacted]’s account:
· A refund for the pending payment that was initiated by Green Trust Cash has been sent to Mr. [redacted]’s account.
· Any and all charges that Mr. [redacted] may incur from his financial institution as a result of our draft from his account will be reimbursed to Mr. [redacted]
· As a gesture of goodwill we will waive the remaining balance of Mr. [redacted]’s loan and consider it paid in full.
· The Customer Service Representative has been counseled and retrained to ensure an understanding of how to record a skip transaction in the Loan Management System.
We do appreciate the opportunity to respond to Mr. [redacted]’s complaint and we take all complaints very seriously and utilize them to self-evaluate our own internal processes to ensure we are doing what is necessary to follow the applicable principles of Federal financial consumer law and make the consumer experience pleasant and informative. We apologize for the mistake, and measures have already been taken to address and conduct follow up training with our representative.
We are also reaching out to Mr. [redacted] to discuss his account and the actions taken by Green Trust Cash.
At Green Trust Cash we want every customer experience to be a positive one, and make every effort to ensure we address the customer’s questions and understanding of the product.
If we can be of any further assistance regarding this matter please contact us at your earliest convenience.
Revdex.com Complaint #***
Re: Ms*** ***
We are in receipt of Ms***’s complaint. We take these matters very seriously and make
every effort to make our customers experience with Green Trust Cash rewarding
We have reviewed our records and noted the following
findings; Ms
*** did take out a $loan with us in 2014, and during that
time she made a series of payments in accordance with the terms of her
contract, our records do not indicate payments received on her behalf at the
levels she has indicated, and her account balance includes accrued charges and
late, and returned item fees which would cause her balance to be higher than anticipated
Our last communication with Ms*** was June 17, and
no payments have been received since.
During that period of time Ms*** would have received various
electronic communications which comply with the applicable principles of
federal financial consumer law and particularly the principles of the FDCPA as
it relates to collection practices and efforts
We would certainly be interested in speaking with Ms***
because from the tone of her complaint and after review of our records she may
have fallen prey to an imposter organization posing as Green Trust Cash. Of course we cannot be sure unless Ms***
was able to assist us with any information she could provide
Our practice would be to request Ms*** call us to
make acceptable payment arrangements, however, since Ms*** may have fallen
prey to a possible scam of some sort and in the spirit of goodwill to our
customers we will close her account and waive any outstanding balance
If there are any more questions or issues please do not
hesitate contacting us at your earliest convenience
It is always unfortunate
when a customer is dissatisfied with our service.In this case when the
balance of the loan was quoted it was the principal balance of the loan that
was owed at the time of the complaint. We are going to reach out to [redacted] and provide her a detailed schedule of her payments and how they were
applied to her principal and finance charges. Loan agreements are accessible anytime
to customers simply by visiting our website and logging in using the information
that was provided by Ms [redacted] when she did the underwriting verification of
the loan with us as well as the information on the loan agreement she signed. We
will also provide a link to the loan agreement for her convenience.That
being said as clearly indicated in the website disclaimers and loan documents
executed by Ms [redacted], Green Trust Cash, LLC (the “Company”) is a wholly owned
and operated entity of the Fort Belknap Indian Community (the “Tribe”) on the
Fort Belknap Reservation of Montana (the “Reservation). The Company is wholly owned by the Tribe, was
established for the Tribe’s economic benefit, and is organized under and
operates pursuant to Tribal law. As an
economic arm of the Tribe, the Company shares the Tribe’s sovereign immunity
and, therefore, is not subject to state enforcement actions described in her
complaint.The
Fort Belknap Indian Community is a federally recognized Indian tribe and a
sovereign nation, as expressly recognized under federal law. See 75 Fed.Reg 60,810,60,811. As such Green Trust Cash, LLC, conducts business
under all principles of applicable Federal financial consumer laws and the laws
of the Fort Belknap Tribe. Furthermore,
we can attest that our Tribal lending business does not engage in excessive or
abusive collection practices. We
diligently work with our consumers to resolve any inquiries and issues that
have been brought to our attention in a timely manner.We are prepared to and are
actively trying to work with Ms [redacted]. Her account is on hold, and no further
fees or charges are being accrued. Once Ms. [redacted] receives the detailed
schedule as noted above we are ready and willing to work with her on a
negotiated settlement for the principal balance owed.As we have stated in our
previous responses Green Trust Cash follows the applicable principles of
Federal Financial Consumer Law in all dealings with our customers.
1/11/16
Revdex.com
Complaint [redacted]
Green
Trust Cash takes all complaints very seriously and it is always unfortunate
when a customer is dissatisfied with our service or the services we have
provided.
Our
procedures and scripting are standardized to ensure...
consistency and that we
follow the applicable principles of Federal financial consumer law. Furthermore, the customer is provided access
to their contract prior to signing and documented within the contract is their
entire payment schedule as well as required Truth in Lending disclosures.
Our
website, script, and contract disclose that this is an expensive form of
borrowing and that we encourage the customer to make additional payments with
no prepayment penalties in an effort to save charges. Post approval the customer is also sent an e
mail recapping the structure of the transaction and an overview of what was
previously discussed during the underwriting process.
Upon
receipt of the complaint we reviewed Ms. [redacted]’s file, and listened to the
recording of the conversation relating to the underwriting process between Ms.
[redacted] and our representative and found that the representative followed the
script and procedures as trained. The
pace of the call was not rushed, and on numerous occasions as instructed per
the script our representative paused and asked if Ms. [redacted] had any
questions regarding the loan. We also reviewed
and listened to a subsequent call with Ms. [redacted] where she confirmed our
receipt of her signed contract, and as scripting dictates we again asked if she
had any questions regarding her loan.
As
we previously stated this is always an unfortunate situation that we take very
seriously. When we do make mistakes, and
that does occur we take full responsibility for our errors and make every
effort to satisfy the customer and rectify the situation. Our position based upon our review as noted
above is that we have found no wrong doing and our representative followed
procedure throughout the underwriting, and funding process, and payments were
drafted from Ms. [redacted]’s account as documented in the payment schedule
which is part of the loan contract Ms. [redacted] signed.
As
requested by Ms. [redacted] a payment in the amount of $364.00 has been set up
on her next payment due date 1/15/16 to pay her loan in full.
If
there are any further inquiries regarding Ms. [redacted]’s account feel free to
contact us at your earliest convenience, and thank you for the opportunity to
respond to this complaint.Sincerely,
Green
Trust Cash
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Revdex.com:Green Trust cash sent me the following email this morning and I am satisfied with the outcome.In answering your complaint with the Revdex.com Green Trust Cash has agreed to accept $86.57 to settle loan ID [redacted] for the remaining principal balance. We have also revoked the ACH debit as well. The full response should be available to you from the Revdex.com.Please let us know as to when we should expect the money order payment to be in our office so we may set the settlement on the account I will contact the business to make the arrangement to pay of the remaining principal balance via money order.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
March 20, 2017 [redacted] Revdex.comWe are in receipt of Ms. [redacted]’s complaint and will address the items noted. We make every effort to communicate to the customer how the loan works by reviewing the contract with them before funding, recommending that they read and print the...
contract for their records, and then we follow up with an e mail after funding which reviews the agreement once again.During the underwriting process Ms. [redacted]’s loan agreement was provided to her and all of the principles of Federal financial consumer law were followed including all TILA disclosures and a detailed payment schedule was included as part of the contract. The TILA disclosures and payment schedules illustrate the cost, APR, and scheduled payments of the loan if the consumer only makes minimum payments.We disclose on our website and in our contract, and communicated during our underwriting process that this is an expensive form of borrowing and we encourage all customers make additional payments to save on finance charges, and there are no pre-payment penalties.With regards to the legality of the loan provided to Ms. [redacted] our disclosures clearly indicate on the website and in the loan documents executed by Ms. [redacted], Green Trust Cash, LLC (the “Company”) is a wholly owned and operated entity of the Fort Belknap Indian Community (the “Tribe”) on the Fort Belknap Reservation of Montana (the “Reservation). The Company is wholly owned by the Tribe, was established for the Tribe’s economic benefit, and is organized under and operates pursuant to Tribal law. As an economic arm of the Tribe, the Company shares the Tribe’s sovereign immunity and, therefore, is not subject to state enforcement actions or licensing as described in the complaint.The Fort Belknap Indian Community is a federally recognized Indian tribe and a sovereign nation, as expressly recognized under federal law. See 75 Fed.Reg 60,810,60,811. As such Green Trust Cash, LLC, conducts business under all principles of applicable Federal financial consumer laws and the laws of the Fort Belknap Tribe. We diligently work with our consumers to resolve any inquiries and issues that have been brought to our attention in a timely manner.We acknowledge receipt of Ms. [redacted]’s revocation of her ACH authorization, and we will block the possibility of any application being processed for Ms. [redacted] in the future.That being said it is our position that the loan signed for by Ms. [redacted] is a legally binding agreement and we have every right to expect payment as scheduled in the agreement.Regardless, as a gesture of goodwill we will reach out to Ms. [redacted], waive the accrued interest that has accumulated on her loan and settle her loan for the return of the principal funded on 3/1/2017 of $450.00. A representative will be reaching out to Ms. [redacted] to facilitate the repayment. Provided the principal is repaid, we will consider this account paid in full.Thank you for the opportunity to respond to this matter.Sincerely,Green Trust Cash
March 20, 2017 [redacted] Revdex.comWe are in receipt of Mr. [redacted]’s complaint and will address the items noted. We make every effort to communicate to the customer how the loan works by reviewing the contract with them before funding, recommending that they read and print the contract for their...
records, and then we follow up with an e-mail after funding which reviews the agreement once again.During the underwriting process Mr. [redacted]’s loan agreement was provided to him and all of the principles of Federal financial consumer law were followed including all TILA disclosures and a detailed payment schedule was included as part of the contract. The TILA disclosures and payment schedules illustrate the cost, APR, and scheduled payments of the loan if the consumer only makes minimum payments.Furthermore, it is clearly disclosed on our website and in our contract, and communicated during our underwriting process that this is an expensive form of borrowing and we encourage all customers make additional payments to save on finance charges. Also, please note it is disclosed on our website and in our contract that there are no penalties for pre-payment of our loan products and as we previously stated we encourage customers make additional payments.Our records indicate Mr. [redacted] made an additional principal payment with his first payment, which will save on future charges, and was granted a courtesy skip of a scheduled payment at no cost to him. That being said we make every effort to assist customers with their payment obligations, and disclose to the customer how to save on charges. Subsequently we received notice that the account provide by Mr. [redacted] was closed. We realize everyone faces financial hardships from time to time and our representatives are available to discuss payment arrangements at anytime during our hours of operation. We would like to thank Mr. [redacted] for his e-mail apologizing for the closing of the account and letting us know he would be in contact to arrange to pay off his debt.With respect to our collection efforts, our protocol when we receive notice that an account has been closed is to follow the principles of Federal financial consumer law and in these instances, particularly the standards established under the FDCPA. Our communications document our practices in a non-threatening manner and request the customer contact us and that we will also be attempting to contact them to reach an agreed upon arrangement.It is our position that the loan signed for by Mr. [redacted] is a legally binding agreement, we have every right to expect payment as scheduled in the agreement and our records, and correspondence with Mr. [redacted] would support our findings.Regardless, as previously stated we understand everyone faces financial challenges from time to time, and we will have an Account Resolution representative reach out to Mr. [redacted] to discuss a payment arrangement.Thank you for the opportunity to respond to this matter.Sincerely,Green Trust Cash
Complaint [redacted]
Our investigation revealed that all aspects and disclosures were discussed with Ms. [redacted] during the loan origination process. The recording of the conversation with Ms. [redacted] clearly states she was informed that she should read the contract before signing and maintain...
a copy for her records. Furthermore, all aspects of the loan and payment schedules were reviewed as required including the fact that this is an expensive form of borrowing, that the payment schedule was a schedule of minimum payments, and that we encourage customers make additional payments to save on charges, and that the customer controls how much they can save by paying off early and in what amount. Ms. [redacted] states she has paid $1600 towards her loan, the $1600 represents the total of all payments that would be made if only the minimum payments are made not what Ms. [redacted] has paid, and this is disclosed as required by the applicable principles of Federal financial consumer law.
We have found no wrong doing relating to our loan origination practice and procedurally our process and scripts were followed as trained and we did not identify anything that was or was not communicated to Ms. [redacted] as intended.
We do appreciate the opportunity to respond to Ms. [redacted] complaint and we take all complaints very seriously and utilize them to self-evaluate our own internal processes to ensure we are doing what is necessary to follow the applicable principles of Federal financial consumer law and make the consumer experience pleasant and informative.
Taking all of the above into consideration we understand that everyone experiences financial hardships from time to time, and irrespective of our position as a gesture of goodwill we will waive the remaining balance of Ms. [redacted] loan and consider it paid in full.
At Green Trust Cash we want every customer experience to be a positive experience, and try to ensure we address the customer’s questions and understanding of the product.
If we can be of any further assistance regarding this matter please contact us at your earliest convenience.
It is always very concerning when a returning customer posts a complaint of this nature, and we take this matter very seriously. Within 24 hours of receiving this complaint we opened an investigation:
Our investigation revealed that all aspects and disclosures were discussed with [redacted]...
during the loan origination process. The recording of the conversation with [redacted] clearly states she was informed that she should read the contract before signing and maintain a copy for his records. Furthermore, all aspects of the loan and payment schedules were reviewed as required including the fact that this is an expensive form of borrowing, that the payment schedule was a schedule of minimum payments, and that we encourage customers make additional payments to save on charges, and that the customer controls how much they can save by paying off early and in what amount.
We have found no wrong doing relating to our loan origination practice and procedurally our process and scripts were followed as trained and we did not identify anything that was or was not communicated to [redacted] as intended.
However, we have noted some issues and identified training opportunities and room for improvement in the handling of subsequent calls by [redacted] regarding her account. The customer service provided was not to our standards and will be addressed.
We do appreciate the opportunity to respond to [redacted]’s complaint and we take all complaints very seriously and utilize them to self-evaluate our own internal processes to ensure we are doing what is necessary to follow the applicable principles of Federal financial consumer law and make the consumer experience pleasant and informative. We apologize for the later, and measures have already been taken to address and conduct follow up training with our representatives.
Taking all of the above into consideration we understand that everyone experiences financial hardships from time to time, and irrespective of our position that all aspects of the loan were disclosed and communicated the customer service provided was not up to Green Trust Cash standards and as a gesture of goodwill we will waive the remaining fees and principal and consider [redacted]’s balance paid in full. A Customer Service Representative will be contacting [redacted] to communicate this directly to her, and a subsequent email sent confirming the same.
At Green Trust Cash we want every customer experience to be a positive experience, and try to ensure we address the customer’s questions and understanding of the product.
If we can be of any further assistance regarding this matter please contact us at your earliest convenience.
[redacted] Revdex.com Complaint [redacted]
Our investigation revealed that all aspects and disclosures were discussed with Mr. [redacted] during the loan origination process. The recording of the conversation with Mr. [redacted] clearly states he was informed that he should read the contract...
before signing and maintain a copy for his records. Furthermore, all aspects of the loan and payment schedules were reviewed as required including the fact that this is an expensive form of borrowing, that the payment schedule was a schedule of minimum payments, and that we encourage customers make additional payments to save on charges, and that the customer controls how much they can save by paying off early and in what amount.
We have found no wrong doing relating to our loan origination practice and procedurally our process and scripts were followed as trained and we did not identify anything that was or was not communicated to Mr. [redacted] as intended.
We do appreciate the opportunity to respond to Mr. [redacted]’s complaint and we take all complaints very seriously and utilize them to self-evaluate our own internal processes to ensure we are doing what is necessary to follow the applicable principles of Federal financial consumer law and make the consumer experience pleasant and informative.
Taking all of the above into consideration we understand that everyone experiences financial hardships from time to time, and irrespective of our position as a gesture of goodwill we will waive the remaining fees and settle the balance with Mr. [redacted]’s loan for principal only. Per a review of Mr. [redacted]’s file these arrangements have been made.
At Green Trust Cash we want every customer experience to be a positive experience, and try to ensure we address the customer’s questions and understanding of the product.
If we can be of any further assistance regarding this matter please contact us at your earliest convenience.
July 27, 2017 Re: [redacted] Revdex.com Complaint It is always unfortunate when a customer is dissatisfied with our service or the services we have provided particularly a returning customer, and we take these matters very seriously. To ensure full disclosure our representatives review all...
aspects of the contract with each customer during the underwriting process including but not limited to the repayment options and repayment schedule. The customer is advised to review the loan contract before signing, and the TILA disclosure on the first page of the contract illustrates the APR and cost of the loan if only the minimum payments are made. We also follow the applicable principles of Federal Financial consumer law as part of our lending program. This information is also provided to the consumer post funding in the form of an email documenting how the transaction works. Furthermore, disclosures are provided to our customers in the contract, on our website, and during our underwriting process that this is an expensive form of borrowing and not a long term financial solution, and we highly recommend the consumer make additional payments to save on charges if possible. The payback noted is only if minimum payments are made. Per a review of the previous loans with Green Trust Cash Ms. [redacted] did pay those loans off early to save on charges with no pre-payment penalty. Our underwriting criteria is applied in a consistent manner to all consumers, and we are always available to discuss payment plans or arrangements when a customer finds that they are experiencing any difficulties in meeting their financial obligations. With regards to the legality of the loan provided to Ms. [redacted] our disclosures clearly indicate on the website and in the loan documents executed by Ms. [redacted], Green Trust Cash, LLC (the “Company”) is a wholly owned and operated entity of the Fort Belknap Indian Community (the “Tribe”) on the Fort Belknap Reservation of Montana (the “Reservation). The Company is wholly owned by the Tribe, was established for the Tribe’s economic benefit, and is organized under and operates pursuant to Tribal law. As an economic arm of the Tribe, the Company shares the Tribe’s sovereign immunity and, therefore, is not subject to state enforcement actions or licensing as described in the complaint. The Fort Belknap Indian Community is a federally recognized Indian tribe and a sovereign nation, as expressly recognized under federal law. See 75 Fed.Reg 60,810,60,811. As such Green Trust Cash, LLC, conducts business under all principles of applicable Federal financial consumer laws and the laws of the Fort Belknap Tribe. We diligently work with our consumers to resolve any inquiries and issues that have been brought to our attention in a timely manner. Also, please note Green Trust Cash provides installment loan products. The review of Ms. [redacted]’s account indicates that our processes were followed and communicated during the underwriting process and no wrongdoing was noted on our part. It is our position that the loan signed for by Ms. [redacted] is a legally binding agreement and we have every right to expect payment as scheduled in the agreement. Regardless, we certainly understand everyone faces financial difficulties from time to time and as a gesture of goodwill, we will be happy to settle Ms. [redacted]’s account for the principal balance owed as indicated in the complaint, and waive all interest and fees. We appreciate all reviews and comments from our consumers positive or negative and utilize them to review our own internal processes to ensure we are doing what is necessary to make the consumer experience pleasant and informative. A representative will reach out to Ms. [redacted] to coordinate the agreed upon settlement. Thank you for the opportunity to respond. Sincerely, Green Trust Cash
[redacted], [redacted] Revdex.com Complaint [redacted] It is always disappointing when a customer is dissatisfied with our service or does not understand the services we have provided. Upon receipt of this complaint we immediately began an investigation of Ms. [redacted]’s account to ensure procedurally...
we followed our prescribed protocol. With regards to the legality of the transaction our disclosures clearly indicate in the website disclaimers and loan documents executed by Ms. [redacted], Green Trust Cash, LLC (the “Company”) is a wholly owned and operated entity of the Fort Belknap Indian Community (the “Tribe”) on the Fort Belknap Reservation of Montana (the “Reservation). The Company is wholly owned by the Tribe, was established for the Tribe’s economic benefit, and is organized under and operates pursuant to Tribal law. As an economic arm of the Tribe, the Company shares the Tribe’s sovereign immunity and, therefore, is not subject to state enforcement actions described in your complaint. The Fort Belknap Indian Community is a federally recognized Indian tribe and a sovereign nation, as expressly recognized under federal law. See 75 Fed.Reg 60,810,60,811. As such Green Trust Cash, LLC, conducts business under all principles of applicable Federal financial consumer laws and the laws of the Fort Belknap Tribe. We diligently work with our consumers to resolve any inquiries and issues that have been brought to our attention in a timely manner. It should be further noted that the contract signed by Ms. [redacted] documents the applicable disclosures as required by the principles of applicable Federal financial consumer law, which includes the APR and a detailed payment schedule, and a disclaimer stating that this is an expensive form of borrowing which was communicated to Ms. [redacted] during the underwriting process. What is illustrated is the minimum payment schedule, as required, and we encourage all customers to pay off as quickly as possible to save on charges. Re-payment is in the control of the consumer there are no pre-payment penalties. To ensure full disclosure our representatives review all aspects of the contract with each customer during the underwriting process including but not limited to the repayment schedule which is illustrated in the contract and summarized in the Truth In Lending statements. This information is also provided to the consumer post funding in the form of an email documenting what was discussed and how the transaction works. To be clear our investigation revealed that all aspects and disclosures were discussed with Ms. [redacted] including the fact that this is an expensive form of borrowing, that the payment schedule was a schedule of minimum payments, and that we encourage customers make additional payments to save on charges, and that the customer controls how much they can save by paying off early and in what amount. We have found no wrong doing and procedurally our process and scripts were followed as trained and we did not identify anything that was or was not communicated to Ms. [redacted] as intended. Also, note as per Ms. [redacted]’s request we have revoked her ACH authorization, and ceased all communications to her other than by email. We do appreciate the opportunity to respond to Ms. [redacted]’s complaint and we take all complaints very seriously and utilize them to self-evaluate our own internal processes to ensure we are doing what is necessary to follow the applicable principles of Federal financial consumer law and make the consumer experience pleasant and informative. Irrespective of our position as a gesture of goodwill we will be happy to settle the loan with Ms. [redacted] for a repayment of principal as indicated in her complaint and correspondence with our team. We will immediately send an email to Ms. [redacted] requesting she contact our Accounts Resolution Department to make the appropriate arrangements. If we do not hear from Ms. [redacted] regarding arrangements to repay the initial principal balance as she has indicated, we will begin our normal collection proceedings on the principal balance owed. Thank you for your time and attention, if we can be of any further assistance feel free to contact us at your earliest convenience. Sincerely, Green Trust Cash
I really disagree with what they said because they are trying to still get another 330.00 dollars out of me and after I got in touch with the Revdex.com now they want to work something out after calling me my job and e-mails I fill like they got payed in full I pay them enough money and I feel like they are getting over on people because they are a tribal loan. They are using the internet to get over on people who are in need of money. This is not right the interest is to high and when they take 100 dollars and only 10 dollars goes to your loan balance that is fraud.
Revdex.com complaint # [redacted]
It is always unfortunate when a customer is dissatisfied with the services we have provided, and we take these matters very seriously.
Upon receipt of Ms. [redacted]’s complaint we immediately investigated her account. Our review noted that Ms. [redacted] has borrowed...
from our company on more than one occasion, but diligently paid back her obligation in 1 to 4 payments as we recommend saving herself finance charges.
With regards to the legality of the transaction our disclosures clearly indicate in the website disclaimers and loan documents executed by Ms. [redacted], Green Trust Cash, LLC (the “Company”) is a wholly owned and operated entity of the Fort Belknap Indian Community (the “Tribe”) on the Fort Belknap Reservation of Montana (the “Reservation). The Company is wholly owned by the Tribe, was established for the Tribe’s economic benefit, and is organized under and operates pursuant to Tribal law. As an economic arm of the Tribe, the Company shares the Tribe’s sovereign immunity and, therefore, is not subject to state enforcement actions described in your complaint.
We diligently work with our consumers to resolve any inquiries and issues that have been brought to our attention in a timely manner, and follow applicable Federal financial consumer laws , and do not engage in, nor condone any member of our team harassing a customer, and see no evidence of this behavior.
It should be further noted that the contract signed by Ms. [redacted] documents the applicable disclosures as required by the principles of applicable Federal financial consumer law, which includes the APR and a detailed payment schedule, and a disclaimer stating that this is an expensive form of borrowing which was communicated to Ms. [redacted] during the underwriting process.
To be clear our investigation revealed that all aspects and disclosures were discussed with Ms. [redacted] including the fact that this is an expensive form of borrowing, that the payment schedule was a schedule of minimum payments, and that we encourage customers make additional payments to save on charges, and that the customer controls how much they can save by paying off early and in what amount. Ms. [redacted] at no time expressed that she needed assistance in paying the loan as she would make additional payments toward her principal balance. Had she informed us of this need we would have worked with her since she has been such a valued customer.
We have found no wrong doing and procedurally our process and scripts were followed as trained and we did not identify anything that was or was not communicated to Ms. [redacted] as intended. We do appreciate the opportunity to respond to Ms. [redacted]’s complaint and we take all complaints very seriously and utilize them to self-evaluate our own internal processes to ensure we are doing what is necessary to follow the applicable principles of Federal financial consumer law and make the consumer experience pleasant and informative.
Irrespective of our position as a gesture of goodwill we will waive the remaining balance owed by Ms. [redacted] and consider her account paid in full.
Thank you for your time and attention, if we can be of any further assistance feel free to contact us at your earliest convenience.
Thank you for discontinuing the loan. I've called and paid over double the loan amt and feel this is a fair resolution. Thank you.Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
June 12, 2017 Re: [redacted] It is always unfortunate when a customer is dissatisfied with our service or the services we have provided and we take these matters very seriously. To ensure full disclosure our representatives review all aspects of the contract with each customer during the...
underwriting process including but not limited to the repayment options and repayment schedule. The customer is advised to review the loan contract before signing, and the TILA disclosure on the first page of the contract illustrates the APR and cost of the loan if only the minimum payments are made, with respect to the total payback noted by Mr. [redacted] our records and contract do not reflect the amount noted in his complaint. This information is also provided to the consumer post funding in the form of an email documenting how the transaction works. Furthermore, disclosures are provided to our customers in the contract, on our website, and during our underwriting process that this is an expensive form of borrowing and not a long-term financial solution, and we highly recommend the consumer make additional payments to save on charges if possible. Our underwriting criteria is applied in a consistent manner to all consumers, and we are always available to discuss payment plans or arrangements when a customer finds that they are experiencing any difficulties in meeting their financial obligations. Review of our records and phone system do not show any calls received from Mr. [redacted] as noted in his complaint with the exception of his initial call during underwriting. Our standard practice to keep all calls for a set period of time and all conversations require notes be documented in the system. The review of Mr. [redacted]’s account indicates that our processes were followed and communicated during the underwriting review and no wrongdoing was noted on our part. Regardless, as a gesture of goodwill we would be happy to settle and set up payment arrangements for Mr. [redacted]’s loan for the remaining principal balance only. We appreciate all comments from our customers positive or negative and utilize them to review our own internal processes to ensure we are doing what is necessary to make the consumer experience pleasant and informative. Furthermore, we understand everyone experiences financial difficulties from time to time. Thank you for the opportunity to respond, and assist. Please contact customer service at your earliest convenience to discuss your account. Sincerely, Green Trust Cash
June 27, 2017 Re: [redacted] It is always unfortunate when a customer is dissatisfied with our service or the services we have provided and we take these matters very seriously. To ensure full disclosure our representatives review all aspects of the contract with each customer during the...
underwriting process including but not limited to the repayment options and repayment schedule. The customer is advised to review the loan contract before signing, and the TILA disclosure on the first page of the contract illustrates the APR and cost of the loan if only the minimum payments are made. Disclosures are provided to our customers in the contract, on our website, and during our underwriting process that this is an expensive form of borrowing and not a long-term financial solution, and we highly recommend the consumer make additional payments to save on charges if possible. A thorough review of Ms. [redacted]’s account was performed and it should be noted that in an effort to assist Ms. [redacted] a courtesy skip payment was granted. Regardless we did note that our representative could have taken the time to better explain the circumstances regarding the fact that though the payment cleared Ms. [redacted]s account our account does not necessarily reflect the transfer occurring, essentially a timing issue between financial institutions. We have since counseled our representative to help them answer questions from customers regarding this topic in a more complete manner. Our underwriting criteria is applied in a consistent manner to all consumers, and we are always available to discuss payment plans or arrangements when a customer finds that they are having trouble in meeting their financial obligations. The review of Ms. [redacted]’s account indicates that our processes were followed and communicated during the underwriting review and no wrongdoing was noted on our part. Regardless, we completely understand and realize everyone faces financial difficulties from time to time, and though we are here to assist in those situations, sometimes other factors come into play that can still create challenges in repayment. Therefore, as a gesture of goodwill we will settle Ms. [redacted]s loan for the amount that has already been paid and consider her loan paid in full. Furthermore, unless notified in writing we will ensure all further communication with Ms. [redacted] is stopped after the notice regarding the settlement of her loan is sent and we will block her information in the loan management system. Thank you for the opportunity to respond, and assist. Please contact customer service at your earliest convenience if you have any further questions. Sincerely, Green Trust Cash
We do appreciate the opportunity to respond to [redacted] complaint and we take all complaints very seriously and utilize them to self-evaluate our own internal processes to ensure we are doing what is necessary to follow the applicable principles of Federal financial consumer law and make the...
consumer experience pleasant and informative.
When we attempted to tie [redacted] back to our Loan Management System we found it to be difficult based upon the information provided in her complaint. Typically we can do this by name, or email address etc. It was not until we utilized the physical address that we found a match.
That being said the account noted at that physical address had some mismatches with the information in [redacted] account and without speaking to [redacted] directly and confirming some identity information it would not be prudent to discuss any particulars relating to the account in this forum.
However, if [redacted] has made some contact information changes and is entering those into our website, and/or set up a new email address this would explain the drop off and/or lack of capability to communicate via electronic means. We truly apologize for this inconvenience.
A representative will be assigned to contact [redacted] utilizing the phone number in her complaint and update her contact information as well as assist with any issue [redacted] has regarding her account. In the meantime, [redacted] may at her convenience contact customer service at [redacted]. If we can be of any further assistance please let us know at your earliest convenience.
[redacted] – Revdex.com Complaint 6/20/2016 - #[redacted]
It is always disappointing when a customer is dissatisfied with our service or does not understand the services we have provided.
Upon receipt of this complaint we immediately began an investigation of Mr. [redacted]’s account to ensure...
procedurally we followed our prescribed protocol.
The contract signed by Mr. [redacted] documents the disclosures as required by the principles of applicable Federal financial consumer law, and to ensure full disclosure our representatives review all aspects of the contract with each customer during the underwriting process including but not limited to the repayment schedule which is illustrated in the contract and summarized in the Truth In Lending statements.
To be clear our investigation revealed that all aspects and disclosures were discussed with Mr. [redacted] and per review of our records and files Mr. [redacted] spoke with our representatives and arrangements were agreed to as a result of these conversations. Mr. [redacted] also makes reference to harassing phone calls, our records indicate that since the funding of the loan we have only contacted Mr. [redacted] 2 times, all other conversations were a result of inbound calls from Mr. [redacted]. Green Trust Cash follows all applicable principles of Federal financial consumer laws as it relates to customer communications.
Our investigation found no wrong doing procedurally and our disclosures were communicated to Mr. [redacted], however, per review of the phone conversations with Mr. [redacted] and the depth and length of those conversations, it is very understandable how there could have been a miscommunication between our representative and Mr. [redacted]. We sincerely apologize to Mr. [redacted] if that occurred.
Also note we are taking this opportunity to utilize these calls for training purposes and forwarding them to the appropriate members of the operations team in an effort to improve our customer service experience.
We do appreciate the opportunity to respond to Mr. [redacted]’s complaint and as we previously stated we take all complaints very seriously and utilize them to self-evaluate our own internal processes to ensure we are doing what is necessary to follow the applicable principles of Federal financial consumer law and make the consumer experience pleasant and informative.
Mr. [redacted] has requested that we cease all forms of communication with him and refund $65.00 to his account. His request to be placed on the DO NOT CONTACT list will be honored, and as a gesture of goodwill we will refund the $65.00 Mr. [redacted] has requested plus an additional $50.00 for any inconvenience or charges he may have incurred.
If there are any further questions regarding this matter feel free to contact us at your earliest convenience.
Sincerely,
Green Trust Cash
[redacted] Revdex.com Complaint [redacted]
It is always very concerning when a returning customer posts a complaint, particularly when the issue had been resolved to the customer’s satisfaction, but we are all human and mistakes do happen. This is no excuse, and Green Trust Cash will do what is...
necessary to make it right for our customer’s.
Mr. [redacted]’s statement is correct, our representative did get approval to accommodate another skipped payment as he requested, and everything was handled as she was taught. Unfortunately, the Customer Service Representative made an error when posting the skipped payment to the Loan Management System and it did not get recorded as intended, resulting in the payment going out as scheduled.
When mistakes are made, and it does happen we take responsibility for our actions, and will do what is necessary to make it right for the customer.
The following actions have been taken with respect to the error which took place relating to Mr. [redacted]’s account:
· A refund for the pending payment that was initiated by Green Trust Cash has been sent to Mr. [redacted]’s account.
· Any and all charges that Mr. [redacted] may incur from his financial institution as a result of our draft from his account will be reimbursed to Mr. [redacted]
· As a gesture of goodwill we will waive the remaining balance of Mr. [redacted]’s loan and consider it paid in full.
· The Customer Service Representative has been counseled and retrained to ensure an understanding of how to record a skip transaction in the Loan Management System.
We do appreciate the opportunity to respond to Mr. [redacted]’s complaint and we take all complaints very seriously and utilize them to self-evaluate our own internal processes to ensure we are doing what is necessary to follow the applicable principles of Federal financial consumer law and make the consumer experience pleasant and informative. We apologize for the mistake, and measures have already been taken to address and conduct follow up training with our representative.
We are also reaching out to Mr. [redacted] to discuss his account and the actions taken by Green Trust Cash.
At Green Trust Cash we want every customer experience to be a positive one, and make every effort to ensure we address the customer’s questions and understanding of the product.
If we can be of any further assistance regarding this matter please contact us at your earliest convenience.