Midway Townhomes, Ltd

We regret the difficult experience Mrs [redacted] encountered when she contacted our customer care team regarding a refund for her FICO Ultimate Bureau Monitoring subscription I am confirming the subscription was cancelled immediately and as a courtesy we have provided Mrs [redacted] with a refund in the amount of $that occurred on April 24, The refund should be available within to business days For clarification below is our cancellation policy for our subscriptions CANCELLATION POLICY FICO CancellationWe may cancel the products or your subscription to them at any time and for any reasonIn that case, we will refund any amounts relating to products not yet provided to you or partially provided on a pro-rated basis Subscription ProductsIf you order a FICO subscription-based product (i.e., not a one-time order), it will be provided to you (i) on an annual basis (for an initial subscription period of months, and renewal subscription periods of months each), (ii) on a quarter-to-quarter basis (for an initial subscription period of months, and renewal subscription periods of months each), or (iii) on a month-to-month basis (for an initial subscription period of month, and renewal subscription periods of month each) If you cancel your 12-month subscription to a product, and you have already paid for a full 12-month subscription, you will receive a pro-rated refund for the remaining portion of the subscription period calculated on a quarterly basisThere are no refunds for partial quarters If you cancel your quarter-to-quarter subscription to a product, we will stop further charges to your credit card, but you will not receive a refund of any amounts already paidThere are no refunds for partial quarters If you cancel your month-to-month subscription to a product, we will stop further charges to your credit card, but you will not receive a refund of any amounts already paidThere are no refunds for partial months If you do not cancel your subscription prior to the end of the subscription period, it will be automatically renewed for successive annual, quarterly, or monthly periods, depending on your initial subscription period, at the then-current price for such product without further notice myFICO is committed to the satisfaction of its customers in light of customer feedback with the goal of continually improving our customers’ experience, and we will continue to do so We hope this answers any questions you have regarding this matter If there are any further questions or concerns regarding this matter, I hope Mrs [redacted] will not hesitate to contact me directly [redacted] Customer Care Manager - myFICO [redacted]

Under Review

Initial Business Response / [redacted] (1000, 9, 2015/06/01) */ We regret the difficult experience Mrs [redacted] encountered when she attempted to request a refund for her FICO(r) Bureau Credit Monitoring subscriptionAfter further research, we have reviewed Mrs [redacted] account and determined several inquiry alerts reflect in her accountWhen we become aware of a change to any of your Experian, Equifax or TransUnion credit reports, we'll alert you within hours of identified report change details and any change to your FICO(r) Score We do apologize for the inconvenience this has caused Mrs [redacted] We have also applied a refund for the payment made on May 21, of $ myFICO is committed to the satisfaction of its customersWe frequently review our order process in light of customer feedback with the goal of continually improving our customers' online experience, and we will continue to do soWe hope this answers any questions you have regarding this matter If there are any further questions or concerns regarding this matter, I hope Mrs [redacted] will not hesitate to contact me directly [redacted] Customer Care Manager - myFICO [redacted] @fico.com

Initial Business Response / [redacted] (1000, 5, 2015/05/25) */ In his complaint to the Golden Gate Revdex.com, Mr [redacted] alleges that FICO has made misrepresentations in the sale of one of its credit monitoring products because the FICO Score monitored by its product is not a credit score used by lendersHe also contends that FICO has misrepresented which FICO Score version it monitors in its productsFICO believes Mr [redacted] 's complaints are factually incorrect and therefore respectfully denies his allegations of wrongdoing As you may be aware, products sold to consumers on myFICO.com include a base FICO Score along with additional FICO Score versions often used for particular types of lending decisionsIn the FICO 3-Bureau Credit Monitoring purchased by Mr [redacted] , he received a FICO Score from each of the three credit bureaus along with a total of sixteen additional FICO Score versions, including prior base FICO(r) Score versions as well as industry-specific FICO Score versions Contrary to Mr [redacted] 's assertion, the FICO Score monitored in the product he purchasedFICO Score 8is a credit score used by lendersIt is, in fact, the base FICO Score version most widely used by lenders in the United States todayThe fact that the products sold on myFICO.com include scores that are actually used by lenders to make credit decisions is what distinguishes myFICO.com from many consumer-focused credit information providers in the market todaymany of whom sell credit score versions that are not commonly usedor not used at allby lenders to make credit decisions With regard to the version of FICO Score that is monitored in its products, FICO makes the version clear throughout the user experience on myFICO.comThe marketing pages and product comparison pages that are presented before a consumer ever purchases a product make clear that it is FICO Score that is tracked and monitoredMoreover, on the product description page for the FICO 3-Bureau Credit Monitoring product purchased by Mr [redacted] , a consumer is specifically informed that "Monitoring for additional FICO Score versions is not available"Similarly, those same pages make clear that the FICO Score version used by the FICO Score Simulator is the FICO Score version myFICO takes consumer satisfaction and credit score education seriouslyIn addition to making the FICO(r) Score versions and tools described above available to consumers, FICO has also included additional educational content on myFICO.com that specifically discusses the multiple FICO Score versions and what they mean to consumersThis content is available to all visitors to myFICO.com, at no charge, and explains why there are multiple versions of the FICO Score, outlines the difference between base and industry-specific FICO Scores, and provides guidelines as to when particular versions of the FICO Score should be viewed by the consumerIn this case, as described above, FICO submits that Mr [redacted] 's complaints lack factual basis and in fact run counter to the educational materials and marketing content on myFICO.comPlease do not hesitate to contact us if you require additional information regarding myFICO and its business [redacted] Customer Care Manager - myFICO [redacted] @fico.com

Initial Business Response / [redacted] (1000, 5, 2015/11/10) */ I write in response to Revdex.com Complaint Case # XXXXXXXX wherein you raise concerns regarding delinquencies in your credit report FICO is a leading provider of analytics and decision-management technologyAmong other things, FICO pioneered the use of algorithmic data analysis (analytics) to evaluate and score consumer credit riskHowever, although FICO develops and licenses a FICO(r) Score algorithm used to score consumer credit information at the credit bureaus, it does not collect, assemble, verify, report, or sell that information for purposes of determining creditworthinessRather, consumer credit information is reported by furnishers (typically lenders) to credit bureaus (such as TransUnion, Experian, and Equifax), who collect, assemble, verify, and control that informationA FICO(r) Score provided by a credit bureau is generated by applying a FICO algorithm that the credit bureau licenses from FICO and operates to credit information collected by the credit bureauAt no point in this process does FICO exercise any ownership or control over any underlying credit information If you have concerns or questions relating to the credit information being reported by a credit bureau, I suggest you direct those questions to the appropriate credit bureau FICO values its relationships with consumers and appreciates the opportunity to clarify our business and our role in the credit scoring process Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is my understanding that FICO logarithm is picking up a short sale as a continuing delinquency even though the agree as I understand is the debt was settledThe only option to enter the information in concerning a short sale is to show it delinquentI do not think the short sale should be sn issue at this time and it is the only option for the company to enter the information [redacted] C[redacted] Final Business Response / [redacted] (4000, 9, 2015/11/23) */ As mentioned in my previous response, although FICO develops and licenses a FICO(r) Score algorithm used to score consumer credit information at the credit bureaus, it does not collect, assemble, verify, report, or sell that information for purposes of determining creditworthinessRather, consumer credit information is reported by furnishers (typically lenders) to credit bureaus (such as TransUnion, Experian, and Equifax), who collect, assemble, verify, and control that informationA FICO(r) Score provided by a credit bureau is generated by applying a FICO algorithm that the credit bureau licenses from FICO and operates to credit information collected by the credit bureauAt no point in this process does FICO exercise any ownership or control over any underlying credit information If you have concerns or questions relating to the credit information being reported by a credit bureau, I suggest you direct those questions to the appropriate credit bureau FICO values its relationships with consumers and appreciates the opportunity to clarify our business and our role in the credit scoring process

Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ We have made contact with Mr [redacted] and have addressed his concerns If there are any further questions or concerns regarding this matter, I hope Mr [redacted] will not hesitate to contact me directly [redacted] Customer Care Manager - myFICO [redacted] @fico.com Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) We have resolved the issue togetherThank you

Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ We regret the difficult experience Mr [redacted] encountered when he attempted to access his FICO Score 1B reportAn email was sent to the customer advising him that we were unable to confirm his identity during the purchase process and is required to contact customer care to verify his identityOnce this process is completed the credit reports are releasedBecause Mr [redacted] failed to contact customer care to verify his identity we have cancelled the order and reversed the charges myFICO is committed to the satisfaction of its customersWe frequently review our order process in light of customer feedback with the goal of continually improving our customers' online experience and we will continue to do soWe hope this answers any questions you have regarding this matter If there are any further questions or concerns regarding this matter, I hope Mr [redacted] will not hesitate to contact me directly [redacted] Customer Care Manager - myFICO [redacted] @fico.com Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ We regret the difficult experience Mr [redacted] encountered when he attempted to request a refund for his FICO Identity UltimateAfter further research it was determined that Mr [redacted] called in on 4/at 12:05pm to cancel his subscription At that point the subscription had renewed on 4/at 5:32amBecause Mr [redacted] was not aware of his subscription renewing prior to calling to cancel the subscription, we have applied a refund of $on July 13, myFICO is committed to the satisfaction of its customersWe frequently review our order process in light of customer feedback with the goal of continually improving our customers' online experience and we will continue to do so We hope this answers any questions you have regarding this matterIf there are any further questions or concerns regarding this matter, I hope Mr [redacted] will not hesitate to contact me directly [redacted] Customer Care Manager - myFICO [redacted] @fico.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) When this transaction was first noticed, I did contact customer service directly and was told "too bad, I should have canceled the day before" even though on the initial call made to cancel-they assured me that there would be no further transactionsThis caused me to dispute the transaction thru my bank Furthermore- The account that was used to pay for this service has been closed for some time because of this dispute has been "in investigation" for months with seemingly no resolutionI considered this an authorized transactionIt caused a chain of events that dropped my confidence level with my financial institutionIt was only after a number of months that I made this Revdex.com complaint I made contact with them today and they say that there hasn't been any credits that they are aware of and confirmed that the account is closedIs there another way to receive this refund? When I actually receive the refund for this canceled account, I will accept thisThank You Final Business Response / [redacted] (4000, 9, 2015/08/03) */ As mentioned before a refund request for this order was sent on: July 13, 2015, 14:GMT-06: (Refund amount requested: USD - Finalized Mr [redacted] also mentions the account is under investigation for further researchMr [redacted] should consider following up with the Financial Institution and have them research the account for the refund that was appliedAlso the refund was processed on July 13, This process can take up to 3-business days to reflect on the account Unfortunetly because the refund was processed and received by the financial institution we are not able to process a separate refund We hope this answers any questions you have regarding this matterIf there are any further questions or concerns regarding this matter, I hope Mr [redacted] will not hesitate to contact me directly [redacted] Customer Care Manager - myFICO [redacted] @fico.com Final Consumer Response / [redacted] (2000, 11, 2015/08/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) A check from the financial institution was received yesterday 8/3/although on the phone they said they did not see anything Thank You

Initial Business Response / [redacted] (1000, 8, 2015/09/09) */ We regret the difficult experience Mr [redacted] encountered when he contacted our customer care team regarding a refund for his FICO Identity Ultimate subscriptionI am confirming the subscription was cancelled and that we have provided Mr [redacted] with a refund of the last renewal charge for $that occurred on August 17, The refund should be available within to business days from today September 9, myFICO is committed to the satisfaction of its customers in light of customer feedback with the goal of continually improving our customers' experience, and we will continue to do soWe hope this answers any questions you have regarding this matter If there are any further questions or concerns regarding this matter, I hope Mr [redacted] will not hesitate to contact me directly [redacted] Customer Care Manager - myFICO [redacted] @fico.com Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Resolution has been met

Initial Business Response /* (1000, 8, 2015/06/23) */
We regret the difficult experience Mr*** encountered when he attempted to request a refund for his FICO(r) 3-Bureau Credit Monitoring
We have taken Mr***'s complaints seriously and forwarded them to our product and marketing teams for
considerationWe appreciate his feedback and continuously strive to improve our myFICO products and website to improve the consumer experienceIn addition a full refund has been applied to the account, the first refund was applied on June 9, for the amount of $and a second refund applied on June 23, for the amount of $
If there are any further questions or concerns regarding this matter, I hope Mr*** will not hesitate to contact me directly
*** ***
Customer Care Manager - myFICO
***@fico.com

Initial Business Response /* (1000, 5, 2015/10/13) */
We regret the difficult experience Mr*** encountered with customer care regarding his Score Watch SubscriptionWe have made contact with Mrs*** through email on 10/05/notifying him, per his request the subscription was scheduled
for cancellation at the end of the billing period being 10/20/to allow full advantage of the monthly paid service
In addition, after receiving this complaint, the subscription was cancelled immediately on 10/7/per Mr*** request
myFICO is committed to the satisfaction of its customers in light of customer feedback with the goal of continually improving our customers' experience, and we will continue to do soWe hope this answers any questions you have regarding this matter
If there are any further questions or concerns regarding this matter, I hope Mr*** will not hesitate to contact me directly
*** ***
Customer Care Manager - myFICO
***@fico.com
Initial Consumer Rebuttal /* (2000, 7, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2015/07/31) */
We regret the difficult experience Mrs*** encountered when she attempted to request a refund for the - FICO Score 1B reportAfter further research it was determined that we did not apply the appropriate refund amount to the original
refund request
We have made contact with Mrs*** and have addressed her concernsMrs*** filed a chargeback through her financial institute, once that chargeback is cleared we will apply a full refund for the amount owed of $
I have also addressed my concern over this incident with our customer service manager, who has assured me steps will be taken to avoid similar incidents in the future
myFICO is committed to the satisfaction of its customersWe frequently review our order process in light of customer feedback with the goal of continually improving our customers' online experience and we will continue to do so
We hope this answers any questions you have regarding this matter.If there are any further questions or concerns regarding this matter, I hope Mrs*** will not hesitate to contact me directly
*** ***
Customer Care Manager - myFICO
***@fico.com
Initial Consumer Rebuttal /* (3000, 10, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Fair Isaac needs to mail me a check or credit back what they owe me, and I will remove the Amex disputeThe way this was handled was horribleWhen I called them for help, *** told me all three charges were definitely credited back to my Amex, which is untrueI called an hour later and was told by another employee that the charges WERE NOT credited back, so *** was not being honestWhen they refund the money they ripped off from me, I will drop my complaintsUntil then, it standsI am tired of thisI assume they will subsequently do whatever they can to ruin my credit, and I will go up the ladder every time they do something negative to me

Initial Business Response /* (1000, 8, 2015/05/19) */
In regards to Mrs***'s complaint, we believe myFICO plainly and comprehensively discloses both the terms and substance of the product and we disagree with Mrs***'s allegations that FICO has somehow misled her
After further
consideration, we have applied a full refund of $was applied on 05/19/
We have taken Mrs***'s complaints seriously and forwarded them to our product and marketing teams for considerationWe appreciate her feedback and continuously strive to improve our myFICO products and website to improve the consumer experience
If there are any further questions or concerns regarding this matter, I hope Mrs*** will not hesitate to contact me directly
*** ***
Customer Care Manager - myFICO
***@fico.com
Initial Consumer Rebuttal /* (2000, 10, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 10, 2015/07/06) */
We regret the difficult experience Mrs*** encountered when she attempted to request a refund for her Score Watch subscriptionWe have made contact with Ms*** and explained the reason for the subscription being cancelled, explained the
process and policy regarding chargebacksIn addition a full refund was applied for the amount paid for the Score Watch subscription
myFICO is committed to the satisfaction of its customers and we hope we have addressed and answered all of her questions she has regarding this matter
If there are any further questions or concerns regarding this matter, I hope Ms*** will not hesitate to contact me directly
*** ***
Customer Care Manager - myFICO
***@fico.com
Initial Consumer Rebuttal /* (3000, 12, 2015/07/09) */
Finally heard from MyFico on 6/but only after I repeatedly called and filed a Revdex.com complaint
On 6/29/15, *** *** said she would process a refund for the remainder of my original charge in the amount of $108.95, which was $minus the $credit adjustment they already processed
It is now 7/3/and it is not even pending as of today in my credit card account!!! I will NOT consider this matter closed to my satisfaction until I get my money back and credited to my credit card account!!!! She did help me activate a new subscription at no cost (they still have my $108.95!!!!) to MyFico and gave me back the reports I had previously purchased and I can see my history
She said that my credit card company sent them a chargeback before *** 8th in the amount of $(I never disputed that amount- I disputed $53, which was the discount+tax they said they could offer me- they credited me only the $on my credit card account)I never disputed that amount ($108.95) with my credit card company and never received a credit to my charge card in that amount eitherIt is almost months since that transaction was supposedly processed by MyFico, obviously it was never processed at all
Again, THIS MATTER WILL NOT BE CLOSED TO MY SATISFACTION UNTIL I RECEIVE THE REMAINDER OF MY INITIAL PAYMENT OF $($158.95-$50) STILL DUE ME AS A CREDIT ON MY CHARGE ACCOUNT!!!!!!!!!!!!!!
I will inform you by email when I receive that amount credited to my account-
THEN AND ONLY THEN, WILL THIS MATTER BE CLOSED TO MY SATISFACTION!!!!!!!!!!!!!!
THIS Revdex.com COMPLAINT WILL REMAIN OPEN UNTIL I RECEIVE MY MONEY BACK $108.95!!!!!!!!!!!!
Thank you,
Final Consumer Response /* (2000, 16, 2015/07/13) */

Initial Business Response /* (1000, 5, 2016/01/18) */
We regret the difficulty experience Mrs*** encountered with the double billingAfter further research it was determine that once charge pending and other was for the actual product
Customer care has made contact with Mrs*** and
confirmed the charges were reversed
We hope this answers any questions you have regarding this matter
If there are any further questions or concerns regarding this matter, I hope Mrs*** will not hesitate to contact me directly
*** ***
Customer Care Manager - myFICO
***@fico.com

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 8, 2015/09/01) */
We regret the difficult experience Mrs*** encountered when she contacted customer care regarding her FICO Quarterly Monitoring SubscriptionWe have made contact with Mrs*** through email and provided her with the information
requestedIn addition we provided Mrs*** a free promo code that can be used at her convenience
I have also addressed my concern over this incident with our customer service manager, who has assured me steps will be taken to avoid similar incidents in the future
myFICO is committed to the satisfaction of its customers in light of customer feedback with the goal of continually improving our customers' experience, and we will continue to do soWe hope this answers any questions you have regarding this matter
If there are any further questions or concerns regarding this matter, I hope Mrs*** will not hesitate to contact me directly
*** ***
Customer Care Manager - myFICO
***@fico.com
Initial Consumer Rebuttal /* (2000, 10, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you Mrs***

Initial Business Response /* (1000, 5, 2015/09/09) */
We regret the difficult experience Mr. [redacted] encountered when he contacted our customer care team regarding the cancellation of his Score Watch subscription.
We have cancelled Mr. [redacted] subscription and provided him with a refund of...

the last renewal charge for $16.18 that occurred on August 27, 2015. The refund should be available within 3 to 5 business days.
We have experienced rather than normal heavy call volume coming in to our customer care support team. I have also addressed my concern over this incident with our customer care manager, who has assured me steps will be taken to avoid similar incidents in the future.
myFICO is committed to the satisfaction of its customers in light of customer feedback with the goal of continually improving our customers' experience, and we will continue to do so. We hope this answers any questions you have regarding this matter.

If there are any further questions or concerns regarding this matter, I hope Mr. [redacted] will not hesitate to contact me directly.
[redacted]
Customer Care Manager - myFICO
[redacted]@fico.com
Initial Consumer Rebuttal /* (2000, 7, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After the long waiting, on second call I was able to cancel the service.
Thanks / [redacted]

Initial Business Response /* (1000, 5, 2015/07/27) */
We regret the difficult experience Mr. [redacted] encountered when he attempted to request a refund for his Fiancée's Score Watch Subscription.
After further research and discussion with Mr. [redacted] and Mrs. [redacted] we have applied a refund of $...

14.95 for 8 payments for a total of $119.60.

myFICO is committed to the satisfaction of its customers. We frequently review our order process in light of customer feedback with the goal of continually improving our customers' online experience and we will continue to do so. We hope this answers any questions you have regarding this matter.
If there are any further questions or concerns regarding this matter, I hope Mr. [redacted] and Mrs. [redacted] will not hesitate to contact me directly.
[redacted]
Customer Care Manager - myFICO

I write in response to a complaint filed by [redacted] alleges that FICO, via its myFICO consumer division, falsely reported an account as a Revolving credit account when he claims Equifax, Experian, and Transunion were not displaying the account in question as...

being reported as a Revolving account type, but rather as either an Other or Open-Ended account type. 
 
FICO has investigated this matter and concluded that the display section header name in the myFICO product report information display (where the account in question was displayed) was displayed in a broad category of account types that include Revolving, Open-Ended, and Other account types.  We are in the process of implementing updates to expand the labeling of the display section header name for these account types to indicate that this broad account type display section includes Revolving and Open-Ended account types in that section.  Note, this only pertains to how the account information is displayed and does not change or have any impact on how the credit report information is evaluated within the FICO Score calculation.  Importantly, [redacted] FICO Scores were accurately generated based on the information available in his credit reports.
 
Customer satisfaction is very important to FICO, and FICO continually reviews its products and customer feedback to help improve our products and provide the best experience possible to our valued customers.  To this end, we continually implement site enhancements and product improvements to help drive a better overall customer experience and further customer satisfaction.  As part of our product enhancements, we are targeting various ways to help improve how the credit report information and other content, including credit report labels and “help text”, is presented to our customers within the myFICO products.  [redacted] comments and feedback regarding the display of credit report information are much appreciated, and will certainly help in this regard.
 
If there are any further questions or concerns regarding this matter, I hope [redacted] will not hesitate to contact me directly.
 
*
[redacted] [redacted]