Home Loans Assist

The client called to cancel service for her and her husband on 6/26/ Two days later on 6/28/2017, we sent the clients a survey to see if they were satisfied with the service we providedThis something we do for all of our clients who cancel to make sure they had the best experience possibleThe client responded that she was not satisfied but did not want us to follow up to resolve the issueThe client did not give us the opportunity to help resolve her concerns and filed her complaint on 7/18/Upon receiving the client’s complaint we made a half dozen attempts to get a hold of her to resolve the issue Based on the coaching we provided to the clients and the negative items we were able to remove, the clients both saw an improvement to their credit scoresThe client was concerned that their unpaid debts could come back on their credit reportThis is 100% trueIf the client has outstanding debts, regardless of the record coming off of their report, they will always owe the moneyWe can correct errors on their credit report but we do not delete their debts Even though we helped the clients and performed all of the work on our end, we don’t want them leaving upsetWe have issued a refund as they requested

Our customer service manager reached out to the client to walk through their credit report but we haven't heard back from the client as of yet Still hoping for a amicable resolution

Our customer service manager reached out to the client and resolved the issueThe client was happy at the end of the call and will be continuing with the program

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] ***

Our Customer Service Manager has reached out to resolve the issueUpon speaking with the client we were able to clear up some misunderstandings about our programThe client is now happy and is continuing with the program

6-9called client for Revdex.com complaint she just wants to make sure that we cancelled her, I explained I am not trying to get her to stay I am trying to explain why her scores dropped and I want to teach her what she can do to get them up and help her get her loanshe agreed to work with me but she was at the DR I will call her tomorrow around am 6-called and left client messagei also emailed her a neg list and explained that I have put together a positive credit game plan together for her and will try to call again to go over it 6-called client, she has seen the progress report that I sent her and I made sure she understood what we have really doneWe went over credit cards and will email the game plan to her- she is still wanting a refund so I met her half way I will call her on June 24th when second round completesIf nothing else has been deleted I will refund her $Client agrees that this is fair and reasonable I told her I want her to be a success story and will help her as long as she pays her cards down she will get her house (she has of her revolving accounts maxed out)

This issue has been resolved to the client's satisfaction No additional billing will occur and the client was able to speak with the customer service manager

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]

This situation is difficult to resolve but we will attempt to do so as easily as possible in an effort to satisfy the client The agreement the client signed specified the payment terms and our computer system charged the client according to the terms in the agreement That said, one of the payments we drafted appeared to cause some financial hardship so our customer service manager voided the charge and setup a new billing date for the account Additionally, the client was worried about the payments drafting monthly and asked if she could pay the remaining balance in full at a later date When the agreed upon date came we charged the client the remaining balance per their instruction After doing so the client immediately called us and denied having had the conversation with the manager and wanted the money back We suggested the client pull a fresh credit report to discuss all the positive changes and their progress The client admitted the results had been good but still desired to close the account and asked for a refund Based on the results and the signed contract we were unwilling to offer a full refund The client then became verbally abusive and called one of our reps a " [redacted] " and then hug up We continue to desire to work out a reasonable resolution but it would have to be done so in an environment absent verbal abusive

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 They resolved it very quickly Sincerely, [redacted]

Revdex.com: They refunded my money and closed my account, and I am satisfied with the outcome Sincerely, [redacted] ***

Our customer service manager reached out to the client via email as requested and attempted to identify a solution We believe the issue to be resolved but have not heard back from the client as of yet Based on the information available we feel the matter is closed If we receive
additional information from the client regarding the status of the complaint we will happily seek to resolve the matter in greater detail

Our customer service manager made several attempts to reach the client to resolve the issueUnfortunately we have not heard back from the client On August 18th, we received a cancellation request from *** ***Upon receiving his request we attempted to reach out and assist him in
closing his fileEven though we were not successful in reaching him we shut his file down as requested It appears there is frustration and confusion about the payment that processed on 8/30/The billing for all of our clients is done in arrearsThe payment that ran on 8/30/was for the work we completed the month before he requested to cancelWe apologize that this payment came as a surpriseWe can confirm that *** *** will have no further billing from our companyWe are very sad that he is leaving unhappyEven though his file is closed we would love the opportunity to go over a final update and review the success we had on his file

Our Customer Service Manager has reached out and resolved the issue

We were able to reach out to the client today and resolved the issueThe customer is now happy with the resolution

One of our relationship managers reached out to the client and resolved the issue

Our customer service manager reached out and resolve the issueWe were able to address all of her concerns and show her all of the progress that we made

Spoke with client on 4/and we were able to resolve the issue and she is now satisfied We take responsibility for our part in this situation and are happy to have reached an agreement ending with a satisfied client

Complaint: ***
I am rejecting this response because: of the cards are not maxed out
Sincerely,
*** ***

Our customer service manager is in the process of resolving the client’s complaint