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]
I would like to respond to this complaint that this client, [redacted] , submitted to the Revdex.com regarding her enrollment in our company, [redacted] ***I will respond to all the details that the customer stated in her complaint as our company's goal is to ensure 100% customer satisfactionThe client stated she would get a discounted rate of $because she was referred from a financing company and that her first month was $plus $for the monthly credit monitoringFirst, our company's pricing is listed on our website, which states our program has an initial enrollment fee of $129.00, however this client received a $discount off her enrollment fee since she was referred from a financing company, making her enrollment fee $29.00, which this customer paid on 7/21/to get enrolled in our program Contrary to what the customer stated in her complaint, the $enrollment fee was not for the customer's first month in the program, it is just the enrollment fee/initial activation fee to get signed up in which we provided the customer immediate access to her Client Portal account in our system where should could monitor her progress throughout the duration of her enrollmentThe monthly cost for our program is $99.00/month which we bill in arrears every days, meaning after we render a month of services, then we charge the monthly $feeThis client was given an additional discount off her monthly fee from the standard $99.00/month, no contracts, down to $79.00/month, no contractsThe $monthly charge for credit monitoring, is not a charge from our company, it was for a third party company that we recommend for obtaining a soft pull credit report so we can get an initial credit report on file for the clientThis third party service is not charged from our company nor does our company have any affiliation with this third party credit monitoring companyThis credit monitoring company charges $for the first days a client signs up for the service, and we inform all of our clients who utilize this company for obtaining a credit report, that they can pay the $and then cancel within the days if they don't wish to keep the monthly monitoring serviceHowever, some clients elect to keep this monitoring service, as it provides updated credit scores and reports every days, which some clients like to have so they can see their credit scores progression monthlyThis client did not cancel the monthly monitoring service, which is not something our company has control over, as keeping this service is the clients decisionPlease see the attachment titled "Transaction Report- [redacted] ," which is the transaction report, showing every transaction that our company ever charged, refunded, or voided for this customerThe customer paid $on 7/21/for her enrollment fee, which had a $discount off of the $enrollment feeOn 8/21/17, our company charged this customer the standard $fee for services we rendered from 7/21/to 8/21/Our program's standard monthly pricing is $99.00/month, which is the default amount that is set up for customers in our payment processing system, since the $99.00/month is the standard amount that all customers are chargedOur company did make a mistake in that the discount down to this clients $79.00/month fee, was not applied in our payment processing systemThis client called our office on 8/21/and spoke with one of our Credit Advisors, Alicia, and informed Alicia she was charged $when it was supposed to be $As this was our mistake, we refunded $back to this customer on 8/21/17, which is confirmed in the attachment I have included here, titled "Transaction Report- [redacted] ." A few days later, on 8/24/17, the customer emailed and called our office requesting to cancel her account with our company and demanded that we refund the remaining $that she had paid, stating that she never wanted the service anyway and to refund her immediatelyDespite the fact that our company had already rendered services for this customer, we still processed the full refund of the remaining $she had paidThis refund of the $was processed the same day she requested, which was on 8/24/The customer spoke with ***, who is one of our company's VP'sHe is the VP of OperationsWe also have several other VP's in other departments at our company, so I am not sure why the customer questioned ***'s title as she stated in this complaintWe have all the phone calls with this customer recorded, to confirm that [redacted] was truly trying to help this customer and processed the refund of the remaining $she had paid our companyAfter [redacted] processed this $refund for the customer on 8/24/17, he sent a follow up email to the customer, apologizing for the confusion, telling the customer to let him know if she had any questions, and wishing her the bestThe client had received a free month of services from our company that we were never paid for, but because our company's goal is to ensure 100% customer satisfaction, we processed the full refund for the customer as she requestedAs the customer had requested to cancel her account and was threatening [redacted] she would file a chargeback with her bank, her status was changed in our portal system to Suspended.Please see the attachment titled "Summary of Work Completed- [redacted] " to confirm that our company did render services for this client, which was work we created and sent to the credit bureaus on 7/25/for this customerThe customer is stating that we did not do any work for her, however our company did complete work on her behalf, per the agreement she signed with our companyOne of our billing department employees who handled this account, made a mistake when this customer's file was canceled from our system and did not deactivate this customers monthly fee which was set to be automatic, so this customer was accidentally charged on 9/21/for the standard $monthly fee, which was our company's mistake as this was an automatic charge that was not deactivatedWe were sincerely apologetic as this was our mistake, and we immediately Voided this $payment on 9/21/17, which is shown on the attachment I included titled "Transaction Report- [redacted] ," where you can see that the status of that transaction was "Canceled" which means our company voided that payment the same day it was charged, so our company never received that money and it was immediately given back to the customer in our systemHer monthly fee was immediately canceled so this mistake would never happen againThis customer sent an email to [redacted] at our company, on 9/21/2017, the date our company accidentally charged her $because the automatic standard monthly fee had not been deactivated when this client was canceled from our programThe customer was very offensive in her email, calling our company very offensive names and accusing us of very offensive things, using multiple offensive swear wordsWe have all these email records on fileOur company works very hard to help all of our customers and to ensure 100% customer satisfactionThe accidental charge of $on 9/21/was an honest mistake which we immediately resolved the same day, soon after the mistake happenedWe were extremely apologetic for this mistake, and [redacted] sent this customer an email immediately back on 9/21/17, apologizing because our billing department had made a mistake and confirming that we Voided/Canceled the charge of $on 9/21/and he wished her the best of luck in future endeavors, and confirming that the voided transaction should have posted back to her account in hours (depending on her banks processing time), as we Canceled the payment the same day it was charged by accidentThe customer responded back to [redacted] on 9/21/in an additional email, calling him and our company very, very offensive names.The customer filed this Revdex.com complaint the following day, on 9/22/17, which was after we had already Voided/Refunded the charge of $that was accidentally charge on 9/21/and [redacted] sent her an email to follow up confirming that we refunded/voided that $charge and it would most likely take hours to post back to her account, depending on her bank's processing timesIn this Revdex.com complaint the customer submitted, she put as her desired settlement that she wants a full refundOur company had already refunded this customer all of the monthly fees that were charged to her, as I explained aboveTo resolve this complaint to the customer's desired settlement, I processed the refund today, 10/3/17, for the $enrollment fee the client had paid on 7/21/17, therefore this customer has received a 100% full refund for any charges that were paid to our companyPlease see the attachment titled "Confirmation of Refund for $Enrollment Fee Processed 10-3-17- Proof of Full Refund to Customer [redacted] " to serve as proof of this refund.To summarize this customers desired settlement which she indicated was a full refund: On 8/21/we refunded the customer the $from the $charge that was charged to her on 8/21/On 8/24/17, we refunded the customer the remaining $she had paid to our company for her monthly fee on 8/21/On 9/21/we Voided/Canceled/Refunded the customer the $charge that was accidentally charged that same day, on 9/21/On 10/3/(today), we refunded the customer the $charge that we had originally charged her on 7/21/Therefore this customer has received a full 100% refund from our companyPlease review all the attachments for proof of all the refunds that our company processed for this customerThis customer's account was fully canceled from our system so there will not be any future charges whatsoever.Our company is hopeful that this complaint has been resolved to the customers desired settlement as per her request, we have fully refunded the customer for all charges and her account is canceled in our system and she will not receive future charges from our companyThank you for your time and please let us know if you have any questions
Hello ***! I am so sorry to hear that you had a bad experience with the programAs we take any accusations about being a scam or something that does not benefit our customers very seriously, I wanted to take this head on and help out in this situationFirst off, I would like to point out
that the email you are getting is an automated email that gets sent after the people that are analyzing your report for which investigation tactic will be taken on each negative item actually send that out by handThese are real eyes on your report, and real people submitting thatThe automated email is just a reminder that we are still completing work for youILA just does not want to say that we're doing work and not at least show you the items that were challengedFurthermore, after looking through your file, it looks like there were multiple logged files that showed that every time you called in for an updated, you were not only answered, but we requested documents to show what was deleted, verified, and needed to go out for investigations. Last, and most importantly, your results from after you talked with a senior manager came in and we did astounding work on your account, deleting over 34% of your negative items and getting you above the score needed to be approved on a mortgage, which is the main goal of the program! While I understand that when you don't see results right in front of you, I assure you that results are typically there, we just need cooperation in getting the updated reports and scoresThis does happen to a few clients, so it is not uncommon, but it is disheartening when we see a comment like this and then find out there were deletions in the double digits! As you have worked out the details of your account with management, I do hope that you achieve any and all of your financial goals regarding your creditAnd if we can help you get there, we are more than willing to keep working for you! Please give us a call and we can decide whether to keep going or if the score jump was enough for you to be finished up! ILA Management
Please see attached documentation from documented notes and results for this customer in our CRM systems, as well as confirmations of months of refunds, per the customers request in her complaint, in hopes to resolve this complaint and make sure the customer is satisfied. As one of the
managers here, I would like to apologize to the customer because I was not aware there was any problem until receiving this Revdex.com complaint and our goal at Integrated Loan Assistance is to ensure that every client leaves our program 100% satisfied. As shown in the attached documentation from our company's CRM, I think it is possible there was miscommunication because multiple members of our company's staff attempted to reach this customer multiple times via phone calls and emails, but every time we would call the customer, her voicemail box was full and we were unable to leave her voicemails. Our company truly tried to help deliver the customer the best possible results, which are reflected in one of the attached documents from our company's CRM, showing we deleted over 71% of erroneous negative items from her credit report. Our main goal is to help improve every customers credit scores that enroll in our programThe reason we recommend a particular third party website is so that customers do not experience a hard pull inquiry on their credit report, which hurts their scores The third party website we recommend to our customers, is $for the first days, and we advise all our customers they can cancel during that days and not receive any further charges, however some customers choose to keep that service of $19.99/month, if they would like to monitor their credit scores progression throughout the time they are enrolled in our companyThis is explained in the email instructions if we need to advise a client that we need to get a credit report on fileOur company has no affiliation with that third party website, our company recommends it because it is considered a soft pull inquiry which does not hurt the customers credit scores, a customer may cancel anytime during the firs days and have a full bureau credit report for only $1, and the website uses similar credit scoring models as the mortgage industry and are not inflated for consumer marketing purposes, contrary to most other online credit score websites. I hope to resolve this case to the customer's satisfaction, as that is our company's number goal, the customer wrote that she wanted months of the services refunded to herI processed these months of refunds in the amount of $each (our system only allows us to process refunds individually, not a total amount), so the client should receive those two refunds posted to her bank account within the next 2-business days, depending on her banks processing timesThe Transaction ID #'s for these refunds are attached, for her reference. I hope this resolves this case to the customer's satisfaction
Hi [redacted], Our team just left you a message regarding your complaint with us. I am so sorry there was any confusion on the final billing. We are federally required to bill in arrears, and what arrears means is billing backwards, or doing the work, and billing at the end of the billing cycle....
The bill that you paid was for the work that was completed for the previous month, so it had nothing to do with work in February less the 2 days till the billing cycle. So, what the verbiage should have said was "7 days AFTER your billing cycle, to avoid a full final bill in arrears" because the pro-rated amounts are for the first 7 days after a cycle starts. The reason being is that the follow up, investigations, and access to your Credit Advisors happens primarily in the first week after your billing, that is what we meant. However, I do completely understand how this can be misconstrued as plus or minus 7 days from the billing date, and we are working diligently to make sure that our clients are not confused or misled in any way regarding billing from this point further. Due to your time that you requested to cancel, we have gone ahead and prorated the amount (1/4 as we consider one week one quarter) and issued that refund to you. Management called and left you a voicemail already as well, for we would like to make sure you are taken care of from here. As this has never been an prominent issue before, please accept this sincere apology and allow us to make it right with you. You may give our office a call anytime and ask for a manager, we can outline the refund that was sent, and help out with any other questions you may have. Thank you again! We hope you have a wonderful day. -ILA Management
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]
I would like to respond to this complaint that this client, [redacted], submitted to the Revdex.com regarding her enrollment in our company, [redacted]. I will respond to all the details that the customer stated in her complaint as our company's goal is to ensure 100% customer...
satisfaction. The client stated she would get a discounted rate of $79.99 because she was referred from a financing company and that her first month was $29.99 plus $19.99 for the monthly credit monitoring. First, our company's pricing is listed on our website, which states our program has an initial enrollment fee of $129.00, however this client received a $100 discount off her enrollment fee since she was referred from a financing company, making her enrollment fee $29.00, which this customer paid on 7/21/2017 to get enrolled in our program. Contrary to what the customer stated in her complaint, the $29.00 enrollment fee was not for the customer's first month in the program, it is just the enrollment fee/initial activation fee to get signed up in which we provided the customer immediate access to her Client Portal account in our system where should could monitor her progress throughout the duration of her enrollment. The monthly cost for our program is $99.00/month which we bill in arrears every 30 days, meaning after we render a month of services, then we charge the monthly $99.00 fee. This client was given an additional discount off her monthly fee from the standard $99.00/month, no contracts, down to $79.00/month, no contracts. The $19.99 monthly charge for credit monitoring, is not a charge from our company, it was for a third party company that we recommend for obtaining a soft pull credit report so we can get an initial credit report on file for the client. This third party service is not charged from our company nor does our company have any affiliation with this third party credit monitoring company. This credit monitoring company charges $1.00 for the first 30 days a client signs up for the service, and we inform all of our clients who utilize this company for obtaining a credit report, that they can pay the $1.00 and then cancel within the 30 days if they don't wish to keep the monthly monitoring service. However, some clients elect to keep this monitoring service, as it provides updated credit scores and reports every 30 days, which some clients like to have so they can see their credit scores progression monthly. This client did not cancel the monthly monitoring service, which is not something our company has control over, as keeping this service is the clients decision. Please see the attachment titled "Transaction Report- [redacted]," which is the transaction report, showing every transaction that our company ever charged, refunded, or voided for this customer. The customer paid $29.00 on 7/21/17 for her enrollment fee, which had a $100.00 discount off of the normal $129.00 enrollment fee. On 8/21/17, our company charged this customer the standard $99.00 fee for services we rendered from 7/21/17 to 8/21/17. Our program's standard monthly pricing is $99.00/month, which is the default amount that is set up for customers in our payment processing system, since the $99.00/month is the standard amount that all customers are charged. Our company did make a mistake in that the discount down to this clients $79.00/month fee, was not applied in our payment processing system. This client called our office on 8/21/17 and spoke with one of our Credit Advisors, Alicia, and informed Alicia she was charged $99.00 when it was supposed to be $79.00. As this was our mistake, we refunded $20.00 back to this customer on 8/21/17, which is confirmed in the attachment I have included here, titled "Transaction Report- [redacted]." A few days later, on 8/24/17, the customer emailed and called our office requesting to cancel her account with our company and demanded that we refund the remaining $79.00 that she had paid, stating that she never wanted the service anyway and to refund her immediately. Despite the fact that our company had already rendered services for this customer, we still processed the full refund of the remaining $79.00 she had paid. This refund of the $79.00 was processed the same day she requested, which was on 8/24/17. The customer spoke with [redacted], who is one of our company's VP's. He is the VP of Operations. We also have several other VP's in other departments at our company, so I am not sure why the customer questioned [redacted]'s title as she stated in this complaint. We have all the phone calls with this customer recorded, to confirm that [redacted] was truly trying to help this customer and processed the refund of the remaining $79.00 she had paid our company. After [redacted] processed this $79.00 refund for the customer on 8/24/17, he sent a follow up email to the customer, apologizing for the confusion, telling the customer to let him know if she had any questions, and wishing her the best. The client had received a free month of services from our company that we were never paid for, but because our company's goal is to ensure 100% customer satisfaction, we processed the full refund for the customer as she requested. As the customer had requested to cancel her account and was threatening [redacted] she would file a chargeback with her bank, her status was changed in our portal system to Suspended.Please see the attachment titled "Summary of Work Completed- [redacted]" to confirm that our company did render services for this client, which was work we created and sent to the credit bureaus on 7/25/17 for this customer. The customer is stating that we did not do any work for her, however our company did complete work on her behalf, per the agreement she signed with our company. One of our billing department employees who handled this account, made a mistake when this customer's file was canceled from our system and did not deactivate this customers monthly fee which was set to be automatic, so this customer was accidentally charged on 9/21/17 for the standard $99.00 monthly fee, which was our company's mistake as this was an automatic charge that was not deactivated. We were sincerely apologetic as this was our mistake, and we immediately Voided this $99.00 payment on 9/21/17, which is shown on the attachment I included titled "Transaction Report-[redacted]," where you can see that the status of that transaction was "Canceled" which means our company voided that payment the same day it was charged, so our company never received that money and it was immediately given back to the customer in our system. Her monthly fee was immediately canceled so this mistake would never happen again. This customer sent an email to [redacted] at our company, on 9/21/2017, the date our company accidentally charged her $99.00 because the automatic standard monthly fee had not been deactivated when this client was canceled from our program. The customer was very offensive in her email, calling our company very offensive names and accusing us of very offensive things, using multiple offensive swear words. We have all these email records on file. Our company works very hard to help all of our customers and to ensure 100% customer satisfaction. The accidental charge of $99.00 on 9/21/17 was an honest mistake which we immediately resolved the same day, soon after the mistake happened. We were extremely apologetic for this mistake, and [redacted] sent this customer an email immediately back on 9/21/17, apologizing because our billing department had made a mistake and confirming that we Voided/Canceled the charge of $99.00 on 9/21/17 and he wished her the best of luck in future endeavors, and confirming that the voided transaction should have posted back to her account in 24 hours (depending on her banks processing time), as we Canceled the payment the same day it was charged by accident. The customer responded back to [redacted] on 9/21/17 in an additional email, calling him and our company very, very offensive names.The customer filed this Revdex.com complaint the following day, on 9/22/17, which was after we had already Voided/Refunded the charge of $99.00 that was accidentally charge on 9/21/17 and [redacted] sent her an email to follow up confirming that we refunded/voided that $99.00 charge and it would most likely take 24 hours to post back to her account, depending on her bank's processing times. In this Revdex.com complaint the customer submitted, she put as her desired settlement that she wants a full refund. Our company had already refunded this customer all of the monthly fees that were charged to her, as I explained above. To resolve this complaint to the customer's desired settlement, I processed the refund today, 10/3/17, for the $29.00 enrollment fee the client had paid on 7/21/17, therefore this customer has received a 100% full refund for any charges that were paid to our company. Please see the attachment titled "Confirmation of Refund for $29.00 Enrollment Fee Processed 10-3-17- Proof of Full Refund to Customer [redacted]" to serve as proof of this refund.To summarize this customers desired settlement which she indicated was a full refund: On 8/21/17 we refunded the customer the $20.00 from the $99.00 charge that was charged to her on 8/21/17. On 8/24/17, we refunded the customer the remaining $79.00 she had paid to our company for her monthly fee on 8/21/17. On 9/21/17 we Voided/Canceled/Refunded the customer the $99.00 charge that was accidentally charged that same day, on 9/21/17. On 10/3/17 (today), we refunded the customer the $29.00 charge that we had originally charged her on 7/21/17. Therefore this customer has received a full 100% refund from our company. Please review all the attachments for proof of all the refunds that our company processed for this customer. This customer's account was fully canceled from our system so there will not be any future charges whatsoever.Our company is hopeful that this complaint has been resolved to the customers desired settlement as per her request, we have fully refunded the customer for all charges and her account is canceled in our system and she will not receive future charges from our company. Thank you for your time and please let us know if you have any questions.
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]
I would like to respond to this complaint that this client, [redacted] , submitted to the Revdex.com regarding her enrollment in our company, [redacted] ***I will respond to all the details that the customer stated in her complaint as our company's goal is to ensure 100% customer satisfactionThe client stated she would get a discounted rate of $because she was referred from a financing company and that her first month was $plus $for the monthly credit monitoringFirst, our company's pricing is listed on our website, which states our program has an initial enrollment fee of $129.00, however this client received a $discount off her enrollment fee since she was referred from a financing company, making her enrollment fee $29.00, which this customer paid on 7/21/to get enrolled in our program Contrary to what the customer stated in her complaint, the $enrollment fee was not for the customer's first month in the program, it is just the enrollment fee/initial activation fee to get signed up in which we provided the customer immediate access to her Client Portal account in our system where should could monitor her progress throughout the duration of her enrollmentThe monthly cost for our program is $99.00/month which we bill in arrears every days, meaning after we render a month of services, then we charge the monthly $feeThis client was given an additional discount off her monthly fee from the standard $99.00/month, no contracts, down to $79.00/month, no contractsThe $monthly charge for credit monitoring, is not a charge from our company, it was for a third party company that we recommend for obtaining a soft pull credit report so we can get an initial credit report on file for the clientThis third party service is not charged from our company nor does our company have any affiliation with this third party credit monitoring companyThis credit monitoring company charges $for the first days a client signs up for the service, and we inform all of our clients who utilize this company for obtaining a credit report, that they can pay the $and then cancel within the days if they don't wish to keep the monthly monitoring serviceHowever, some clients elect to keep this monitoring service, as it provides updated credit scores and reports every days, which some clients like to have so they can see their credit scores progression monthlyThis client did not cancel the monthly monitoring service, which is not something our company has control over, as keeping this service is the clients decisionPlease see the attachment titled "Transaction Report- [redacted] ," which is the transaction report, showing every transaction that our company ever charged, refunded, or voided for this customerThe customer paid $on 7/21/for her enrollment fee, which had a $discount off of the $enrollment feeOn 8/21/17, our company charged this customer the standard $fee for services we rendered from 7/21/to 8/21/Our program's standard monthly pricing is $99.00/month, which is the default amount that is set up for customers in our payment processing system, since the $99.00/month is the standard amount that all customers are chargedOur company did make a mistake in that the discount down to this clients $79.00/month fee, was not applied in our payment processing systemThis client called our office on 8/21/and spoke with one of our Credit Advisors, Alicia, and informed Alicia she was charged $when it was supposed to be $As this was our mistake, we refunded $back to this customer on 8/21/17, which is confirmed in the attachment I have included here, titled "Transaction Report- [redacted] ." A few days later, on 8/24/17, the customer emailed and called our office requesting to cancel her account with our company and demanded that we refund the remaining $that she had paid, stating that she never wanted the service anyway and to refund her immediatelyDespite the fact that our company had already rendered services for this customer, we still processed the full refund of the remaining $she had paidThis refund of the $was processed the same day she requested, which was on 8/24/The customer spoke with ***, who is one of our company's VP'sHe is the VP of OperationsWe also have several other VP's in other departments at our company, so I am not sure why the customer questioned ***'s title as she stated in this complaintWe have all the phone calls with this customer recorded, to confirm that [redacted] was truly trying to help this customer and processed the refund of the remaining $she had paid our companyAfter [redacted] processed this $refund for the customer on 8/24/17, he sent a follow up email to the customer, apologizing for the confusion, telling the customer to let him know if she had any questions, and wishing her the bestThe client had received a free month of services from our company that we were never paid for, but because our company's goal is to ensure 100% customer satisfaction, we processed the full refund for the customer as she requestedAs the customer had requested to cancel her account and was threatening [redacted] she would file a chargeback with her bank, her status was changed in our portal system to Suspended.Please see the attachment titled "Summary of Work Completed- [redacted] " to confirm that our company did render services for this client, which was work we created and sent to the credit bureaus on 7/25/for this customerThe customer is stating that we did not do any work for her, however our company did complete work on her behalf, per the agreement she signed with our companyOne of our billing department employees who handled this account, made a mistake when this customer's file was canceled from our system and did not deactivate this customers monthly fee which was set to be automatic, so this customer was accidentally charged on 9/21/for the standard $monthly fee, which was our company's mistake as this was an automatic charge that was not deactivatedWe were sincerely apologetic as this was our mistake, and we immediately Voided this $payment on 9/21/17, which is shown on the attachment I included titled "Transaction Report- [redacted] ," where you can see that the status of that transaction was "Canceled" which means our company voided that payment the same day it was charged, so our company never received that money and it was immediately given back to the customer in our systemHer monthly fee was immediately canceled so this mistake would never happen againThis customer sent an email to [redacted] at our company, on 9/21/2017, the date our company accidentally charged her $because the automatic standard monthly fee had not been deactivated when this client was canceled from our programThe customer was very offensive in her email, calling our company very offensive names and accusing us of very offensive things, using multiple offensive swear wordsWe have all these email records on fileOur company works very hard to help all of our customers and to ensure 100% customer satisfactionThe accidental charge of $on 9/21/was an honest mistake which we immediately resolved the same day, soon after the mistake happenedWe were extremely apologetic for this mistake, and [redacted] sent this customer an email immediately back on 9/21/17, apologizing because our billing department had made a mistake and confirming that we Voided/Canceled the charge of $on 9/21/and he wished her the best of luck in future endeavors, and confirming that the voided transaction should have posted back to her account in hours (depending on her banks processing time), as we Canceled the payment the same day it was charged by accidentThe customer responded back to [redacted] on 9/21/in an additional email, calling him and our company very, very offensive names.The customer filed this Revdex.com complaint the following day, on 9/22/17, which was after we had already Voided/Refunded the charge of $that was accidentally charge on 9/21/and [redacted] sent her an email to follow up confirming that we refunded/voided that $charge and it would most likely take hours to post back to her account, depending on her bank's processing timesIn this Revdex.com complaint the customer submitted, she put as her desired settlement that she wants a full refundOur company had already refunded this customer all of the monthly fees that were charged to her, as I explained aboveTo resolve this complaint to the customer's desired settlement, I processed the refund today, 10/3/17, for the $enrollment fee the client had paid on 7/21/17, therefore this customer has received a 100% full refund for any charges that were paid to our companyPlease see the attachment titled "Confirmation of Refund for $Enrollment Fee Processed 10-3-17- Proof of Full Refund to Customer [redacted] " to serve as proof of this refund.To summarize this customers desired settlement which she indicated was a full refund: On 8/21/we refunded the customer the $from the $charge that was charged to her on 8/21/On 8/24/17, we refunded the customer the remaining $she had paid to our company for her monthly fee on 8/21/On 9/21/we Voided/Canceled/Refunded the customer the $charge that was accidentally charged that same day, on 9/21/On 10/3/(today), we refunded the customer the $charge that we had originally charged her on 7/21/Therefore this customer has received a full 100% refund from our companyPlease review all the attachments for proof of all the refunds that our company processed for this customerThis customer's account was fully canceled from our system so there will not be any future charges whatsoever.Our company is hopeful that this complaint has been resolved to the customers desired settlement as per her request, we have fully refunded the customer for all charges and her account is canceled in our system and she will not receive future charges from our companyThank you for your time and please let us know if you have any questions
Hello ***! I am so sorry to hear that you had a bad experience with the programAs we take any accusations about being a scam or something that does not benefit our customers very seriously, I wanted to take this head on and help out in this situationFirst off, I would like to point out
that the email you are getting is an automated email that gets sent after the people that are analyzing your report for which investigation tactic will be taken on each negative item actually send that out by handThese are real eyes on your report, and real people submitting thatThe automated email is just a reminder that we are still completing work for youILA just does not want to say that we're doing work and not at least show you the items that were challengedFurthermore, after looking through your file, it looks like there were multiple logged files that showed that every time you called in for an updated, you were not only answered, but we requested documents to show what was deleted, verified, and needed to go out for investigations. Last, and most importantly, your results from after you talked with a senior manager came in and we did astounding work on your account, deleting over 34% of your negative items and getting you above the score needed to be approved on a mortgage, which is the main goal of the program! While I understand that when you don't see results right in front of you, I assure you that results are typically there, we just need cooperation in getting the updated reports and scoresThis does happen to a few clients, so it is not uncommon, but it is disheartening when we see a comment like this and then find out there were deletions in the double digits! As you have worked out the details of your account with management, I do hope that you achieve any and all of your financial goals regarding your creditAnd if we can help you get there, we are more than willing to keep working for you! Please give us a call and we can decide whether to keep going or if the score jump was enough for you to be finished up! ILA Management
Please see attached documentation from documented notes and results for this customer in our CRM systems, as well as confirmations of months of refunds, per the customers request in her complaint, in hopes to resolve this complaint and make sure the customer is satisfied. As one of the
managers here, I would like to apologize to the customer because I was not aware there was any problem until receiving this Revdex.com complaint and our goal at Integrated Loan Assistance is to ensure that every client leaves our program 100% satisfied. As shown in the attached documentation from our company's CRM, I think it is possible there was miscommunication because multiple members of our company's staff attempted to reach this customer multiple times via phone calls and emails, but every time we would call the customer, her voicemail box was full and we were unable to leave her voicemails. Our company truly tried to help deliver the customer the best possible results, which are reflected in one of the attached documents from our company's CRM, showing we deleted over 71% of erroneous negative items from her credit report. Our main goal is to help improve every customers credit scores that enroll in our programThe reason we recommend a particular third party website is so that customers do not experience a hard pull inquiry on their credit report, which hurts their scores The third party website we recommend to our customers, is $for the first days, and we advise all our customers they can cancel during that days and not receive any further charges, however some customers choose to keep that service of $19.99/month, if they would like to monitor their credit scores progression throughout the time they are enrolled in our companyThis is explained in the email instructions if we need to advise a client that we need to get a credit report on fileOur company has no affiliation with that third party website, our company recommends it because it is considered a soft pull inquiry which does not hurt the customers credit scores, a customer may cancel anytime during the firs days and have a full bureau credit report for only $1, and the website uses similar credit scoring models as the mortgage industry and are not inflated for consumer marketing purposes, contrary to most other online credit score websites. I hope to resolve this case to the customer's satisfaction, as that is our company's number goal, the customer wrote that she wanted months of the services refunded to herI processed these months of refunds in the amount of $each (our system only allows us to process refunds individually, not a total amount), so the client should receive those two refunds posted to her bank account within the next 2-business days, depending on her banks processing timesThe Transaction ID #'s for these refunds are attached, for her reference. I hope this resolves this case to the customer's satisfaction
Hi [redacted], Our team just left you a message regarding your complaint with us. I am so sorry there was any confusion on the final billing. We are federally required to bill in arrears, and what arrears means is billing backwards, or doing the work, and billing at the end of the billing cycle....
The bill that you paid was for the work that was completed for the previous month, so it had nothing to do with work in February less the 2 days till the billing cycle. So, what the verbiage should have said was "7 days AFTER your billing cycle, to avoid a full final bill in arrears" because the pro-rated amounts are for the first 7 days after a cycle starts. The reason being is that the follow up, investigations, and access to your Credit Advisors happens primarily in the first week after your billing, that is what we meant. However, I do completely understand how this can be misconstrued as plus or minus 7 days from the billing date, and we are working diligently to make sure that our clients are not confused or misled in any way regarding billing from this point further. Due to your time that you requested to cancel, we have gone ahead and prorated the amount (1/4 as we consider one week one quarter) and issued that refund to you. Management called and left you a voicemail already as well, for we would like to make sure you are taken care of from here. As this has never been an prominent issue before, please accept this sincere apology and allow us to make it right with you. You may give our office a call anytime and ask for a manager, we can outline the refund that was sent, and help out with any other questions you may have. Thank you again! We hope you have a wonderful day. -ILA Management
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]
I would like to respond to this complaint that this client, [redacted], submitted to the Revdex.com regarding her enrollment in our company, [redacted]. I will respond to all the details that the customer stated in her complaint as our company's goal is to ensure 100% customer...
satisfaction. The client stated she would get a discounted rate of $79.99 because she was referred from a financing company and that her first month was $29.99 plus $19.99 for the monthly credit monitoring. First, our company's pricing is listed on our website, which states our program has an initial enrollment fee of $129.00, however this client received a $100 discount off her enrollment fee since she was referred from a financing company, making her enrollment fee $29.00, which this customer paid on 7/21/2017 to get enrolled in our program. Contrary to what the customer stated in her complaint, the $29.00 enrollment fee was not for the customer's first month in the program, it is just the enrollment fee/initial activation fee to get signed up in which we provided the customer immediate access to her Client Portal account in our system where should could monitor her progress throughout the duration of her enrollment. The monthly cost for our program is $99.00/month which we bill in arrears every 30 days, meaning after we render a month of services, then we charge the monthly $99.00 fee. This client was given an additional discount off her monthly fee from the standard $99.00/month, no contracts, down to $79.00/month, no contracts. The $19.99 monthly charge for credit monitoring, is not a charge from our company, it was for a third party company that we recommend for obtaining a soft pull credit report so we can get an initial credit report on file for the client. This third party service is not charged from our company nor does our company have any affiliation with this third party credit monitoring company. This credit monitoring company charges $1.00 for the first 30 days a client signs up for the service, and we inform all of our clients who utilize this company for obtaining a credit report, that they can pay the $1.00 and then cancel within the 30 days if they don't wish to keep the monthly monitoring service. However, some clients elect to keep this monitoring service, as it provides updated credit scores and reports every 30 days, which some clients like to have so they can see their credit scores progression monthly. This client did not cancel the monthly monitoring service, which is not something our company has control over, as keeping this service is the clients decision. Please see the attachment titled "Transaction Report- [redacted]," which is the transaction report, showing every transaction that our company ever charged, refunded, or voided for this customer. The customer paid $29.00 on 7/21/17 for her enrollment fee, which had a $100.00 discount off of the normal $129.00 enrollment fee. On 8/21/17, our company charged this customer the standard $99.00 fee for services we rendered from 7/21/17 to 8/21/17. Our program's standard monthly pricing is $99.00/month, which is the default amount that is set up for customers in our payment processing system, since the $99.00/month is the standard amount that all customers are charged. Our company did make a mistake in that the discount down to this clients $79.00/month fee, was not applied in our payment processing system. This client called our office on 8/21/17 and spoke with one of our Credit Advisors, Alicia, and informed Alicia she was charged $99.00 when it was supposed to be $79.00. As this was our mistake, we refunded $20.00 back to this customer on 8/21/17, which is confirmed in the attachment I have included here, titled "Transaction Report- [redacted]." A few days later, on 8/24/17, the customer emailed and called our office requesting to cancel her account with our company and demanded that we refund the remaining $79.00 that she had paid, stating that she never wanted the service anyway and to refund her immediately. Despite the fact that our company had already rendered services for this customer, we still processed the full refund of the remaining $79.00 she had paid. This refund of the $79.00 was processed the same day she requested, which was on 8/24/17. The customer spoke with [redacted], who is one of our company's VP's. He is the VP of Operations. We also have several other VP's in other departments at our company, so I am not sure why the customer questioned [redacted]'s title as she stated in this complaint. We have all the phone calls with this customer recorded, to confirm that [redacted] was truly trying to help this customer and processed the refund of the remaining $79.00 she had paid our company. After [redacted] processed this $79.00 refund for the customer on 8/24/17, he sent a follow up email to the customer, apologizing for the confusion, telling the customer to let him know if she had any questions, and wishing her the best. The client had received a free month of services from our company that we were never paid for, but because our company's goal is to ensure 100% customer satisfaction, we processed the full refund for the customer as she requested. As the customer had requested to cancel her account and was threatening [redacted] she would file a chargeback with her bank, her status was changed in our portal system to Suspended.Please see the attachment titled "Summary of Work Completed- [redacted]" to confirm that our company did render services for this client, which was work we created and sent to the credit bureaus on 7/25/17 for this customer. The customer is stating that we did not do any work for her, however our company did complete work on her behalf, per the agreement she signed with our company. One of our billing department employees who handled this account, made a mistake when this customer's file was canceled from our system and did not deactivate this customers monthly fee which was set to be automatic, so this customer was accidentally charged on 9/21/17 for the standard $99.00 monthly fee, which was our company's mistake as this was an automatic charge that was not deactivated. We were sincerely apologetic as this was our mistake, and we immediately Voided this $99.00 payment on 9/21/17, which is shown on the attachment I included titled "Transaction Report-[redacted]," where you can see that the status of that transaction was "Canceled" which means our company voided that payment the same day it was charged, so our company never received that money and it was immediately given back to the customer in our system. Her monthly fee was immediately canceled so this mistake would never happen again. This customer sent an email to [redacted] at our company, on 9/21/2017, the date our company accidentally charged her $99.00 because the automatic standard monthly fee had not been deactivated when this client was canceled from our program. The customer was very offensive in her email, calling our company very offensive names and accusing us of very offensive things, using multiple offensive swear words. We have all these email records on file. Our company works very hard to help all of our customers and to ensure 100% customer satisfaction. The accidental charge of $99.00 on 9/21/17 was an honest mistake which we immediately resolved the same day, soon after the mistake happened. We were extremely apologetic for this mistake, and [redacted] sent this customer an email immediately back on 9/21/17, apologizing because our billing department had made a mistake and confirming that we Voided/Canceled the charge of $99.00 on 9/21/17 and he wished her the best of luck in future endeavors, and confirming that the voided transaction should have posted back to her account in 24 hours (depending on her banks processing time), as we Canceled the payment the same day it was charged by accident. The customer responded back to [redacted] on 9/21/17 in an additional email, calling him and our company very, very offensive names.The customer filed this Revdex.com complaint the following day, on 9/22/17, which was after we had already Voided/Refunded the charge of $99.00 that was accidentally charge on 9/21/17 and [redacted] sent her an email to follow up confirming that we refunded/voided that $99.00 charge and it would most likely take 24 hours to post back to her account, depending on her bank's processing times. In this Revdex.com complaint the customer submitted, she put as her desired settlement that she wants a full refund. Our company had already refunded this customer all of the monthly fees that were charged to her, as I explained above. To resolve this complaint to the customer's desired settlement, I processed the refund today, 10/3/17, for the $29.00 enrollment fee the client had paid on 7/21/17, therefore this customer has received a 100% full refund for any charges that were paid to our company. Please see the attachment titled "Confirmation of Refund for $29.00 Enrollment Fee Processed 10-3-17- Proof of Full Refund to Customer [redacted]" to serve as proof of this refund.To summarize this customers desired settlement which she indicated was a full refund: On 8/21/17 we refunded the customer the $20.00 from the $99.00 charge that was charged to her on 8/21/17. On 8/24/17, we refunded the customer the remaining $79.00 she had paid to our company for her monthly fee on 8/21/17. On 9/21/17 we Voided/Canceled/Refunded the customer the $99.00 charge that was accidentally charged that same day, on 9/21/17. On 10/3/17 (today), we refunded the customer the $29.00 charge that we had originally charged her on 7/21/17. Therefore this customer has received a full 100% refund from our company. Please review all the attachments for proof of all the refunds that our company processed for this customer. This customer's account was fully canceled from our system so there will not be any future charges whatsoever.Our company is hopeful that this complaint has been resolved to the customers desired settlement as per her request, we have fully refunded the customer for all charges and her account is canceled in our system and she will not receive future charges from our company. Thank you for your time and please let us know if you have any questions.