Loyal Loans

Mrs.*** periodically sends in payments for her account as well as her boyfriends accountWe have extensive notes on her account in which Mrs*** specified how she wanted payments applied, we did as she askedMrs***'s payments are $per month, contractuallyMarc ***'s payments
are $per month, contractuallyMrs*** fails to make a full payment on her account monthlyPayments have been sent for $and $113, but never $Our system will generate a late fee if a full payment is not made on the account within days of the due datePayments on Mr***'s account have been received inconsistently for $and $Mr***'s account has historically been lateIt has been over days late times and over days late timesMrs*** called and spoke to my assistant, *** *** on approximately May 7, She disputed the way payments had been posted to her account and said that we should have posted certain payments to Mr***'s accountMy assistant went over the specific notes from the employee who posted the payments when she had spoken to Mrs*** in FebruaryMrs*** disputed and requested that the payments be reversed and posted in a different mannerMy assistant informed her that it would create delinquency and late fees on her account, as well as informing her that in order to bring everything current, there was only a small payment required on Mr***'s accountMrs*** agreed to the additional fees and delinquency that would be created by these changes and requested that we make the changesOn May 8, 2017, I complied with Mrs***'s requestMrs*** was informed that $was now due on her accountOn May 15, 2017, we received a payment in the mail for $145.00, per her request, *** *** called herDuring this call, Mrs*** began to dispute the late fee's that she had previously been informed would accrue and she had agreed to pay*** explained to her once again that she had failed to make full payments on her account, as well as the request for reversing and re-applying the previous payments per her request*** also informed her at this time that the $payment was still not enough to bring her account current, it was $shortFinally, in response to this complaint and to further resolve this matter, I am waiving and refunding the $in late fees that have been assessed to Mrs***'s accountWe appreciate her business and plan to continue to maintain an excellent working relationship going forwardI find myself unable to attach proof of the changes I have made to Mrs***'s account regarding the late charges therefore, I will mail a copy of the changes directly to the customer todayThank You, *** *** District Supervisor

see attached.