Midway Townhomes, Ltd

Initial Business Response /* (1000, 9, 2015/06/01) */
We regret the difficult experience Mrs. [redacted] encountered when she attempted to request a refund for her FICO(r) 3 Bureau Credit Monitoring subscription. After further research, we have reviewed Mrs. [redacted] account and determined several...

inquiry alerts reflect in her account. When we become aware of a change to any of your Experian, Equifax or TransUnion credit reports, we'll alert you within 24 hours of identified report change details and any change to your FICO(r) Score 8.
We do apologize for the inconvenience this has caused Mrs. [redacted]. We have also applied a refund for the payment made on May 21, 2015 of $24.95.
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 Mrs. [redacted] will not hesitate to contact me directly.
[redacted]
Customer Care Manager - myFICO
[redacted]@fico.com

Initial Business Response /* (1000, 5, 2015/06/01) */
We regret the difficult experience Mrs. [redacted] encountered when she attempted to request a refund for her and her husband's purchase of a FICO(r) 3 Bureau Credit Report. I spoke to Mrs. [redacted] and attempted to resolve the issue with the...

printing but at this point Mrs. [redacted] was not in need of the credit reports. We have applied a full refund totaling $129.58 in two separate refunds each for $64.79.
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 Mrs. [redacted] will not hesitate to contact me directly.
[redacted]
Customer Care Manager - myFICO
[redacted]@fico.com
Initial Consumer Rebuttal /* (3000, 7, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
6/12/15
Fico refunded our money on 6/3/15.
I feel that an A+ rated company could have figured out a way to email us the one page that double printed on each of our 30+ page FICO Credit Report.(The TransUnion Auto Score page.) They could have tried cut and paste, figured out
what code was on that page that caused it to double print or at the very minimum, they could have emailed another complete report. FICO claimed that they were able to print that page on their computer/printer - but they could not mail me a copy of what they claim they printed - nor could they scan what they printed and then emailed it to me.
I did not state I no longer needed these two pages. I stated that because of some recent wind damage to our home, the insurance company will no doubt raise our rates regardless of what the FICO report shows.
I'm happy that we got our money back, but sad to know that FICO gets away with double printing the TransUnion Auto Score page on both of our reports. No, they did not completely satisfy my complaint, and I would be happy to receive readable copies of the two pages in question.
Final Business Response /* (4000, 9, 2015/06/19) */
In response to Ms. [redacted] request. For security reasons we are not able to email or mail credit reports.
I understand Ms. [redacted] is still interested in printing her reports. If assistance is needed our customer care department can assist with walking her through on how to save and print the reports. We recommend our customers to save their reports before they expire for future reference.
If there are any further questions or concerns regarding this matter, I hope Ms. [redacted] will not hesitate to contact me directly or contact our customer care team at X-XXX-XXX-XXXX Monday-Friday 6:00 AM - 6:00 PM, Saturday 7:00 AM - 4:00 PM Pacific Time and we will be happy to assist.
[redacted]
Customer Care Manager - myFICO
judygengler@fico.
Final Consumer Response /* (4200, 11, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
7/1/15
It is quite obvious to me that FICO is not going to admit to any wrong doing or error on their part. It appears to me that we are now back to my original complaint.Our Ins. company increased our auto/home rate because of the TransUnion credit report. I ordered the TU reports, and when they arrived, I could see no negative info on the
reports. I then ordered (on line) our FICO reports (mine and my husbands). Both reports
arrived via my computer and each report was 30+ pages.
On the FICO reports you have your choice Save as PDF or Print. I have always chosen Print. Both 30+ page reports printed fine, except for one page on each report. (The pg that the TransUnion Auto score is on.) This pg on each report, double prints,making it impossible to read the reasons for the score. (I will try again to attach a copy of this page to the bottom of this letter) After many conversations with managers
at FICO, one lady told me (in a taped conversation) that my best solution was to
save to PDF and then print. (This was after she could not convince me that there was something wrong with my computer) I explained I did not know anything about PDF and she proceeded to tell me how to download and when I asked how to retrieve after I downloaded, she didn't know what to do. When I mentioned I was recording our
conversation, she said have a nice day, good bye, and hung up.
In FICOs last response, they are again ready to tell me how to print all the pages, all I
have to do is call them. I guess they have forgotten that they told me the only solution
is with PDF. I did not want to learn anything about downloading PDF in the past, and
I do not want to add PDF to my computer now. Remember the Dallas Cowboys no longer
accept PDF tickets to their games, because of Fraud.
FICO's last answer states that for security reasons, they are unable to email or
mail credit reports. They have sent me many emails and my original report was sent via
the computer. I don't know why FICO says "because of security reasons, we are not able to email. If FICO does not call messages and reports emails, what do they call the messages and credit reports that I have received on my computer??
I have wasted a lot of time trying to get the one page (that double printed) from each of
our 30+ page reports. Since one mgr. stated FICO was able to print all the pages successfully,
why can't FICO scan the two pages that double printed on our reports and send them to
us via the computer, just like all of our other correspondence from FICO????-
I am not calling FICO to have them walk me thru downloading to PDF and how to
retrieve it. Their advertisement never said I had to become acquainted with PDF
in order to print my full report. I have ordered reports many times in the past, and have
always just printed my report.
Thank you FICO for returning our money - but I am not a satified customer. I feel you should be able to figure out why just ONE pg from each our reports double printed,and send those pages to my computer - just like you did the original reports and messages to us on AOL.
P.S. Am again unable to copy and paste the double printed page -

Initial Business Response /* (1000, 5, 2015/09/29) */
We regret the difficult experience Mr. [redacted] encountered when he contacted our customer care team regarding a refund for his FICO 3 Bureau Monitoring subscription. I am confirming the subscription was cancelled and that we have provided Mr....

[redacted] with a refund for the amount of $239.40 that occurred on September 24, 2015. The refund should be available within 3 to 5 business days.

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

We regret the difficult experience[redacted] encountered when he contacted our customer care team regarding his FICO Identity Ultimate 3B Monitoring subscription.  I am confirming the subscription was cancelled and that we have provided [redacted] with a refund for the amount of $29.95 that...

occurred on September 22, 2016 for August billing. The refund should be available within 3 to 5 business days.
In addition,[redacted] alleges he contacted customer care on 5 occasions to cancel his subscription.  After further research, we were able to locate an email sent by [redacted] as well as his call, both occurring on 9/21/2016, requesting for his subscription to be cancelled immediately.  At that point the subscription was set for future cancellation of 9/25/2016 prior to the next billing cycle.     
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 [redacted] will not hesitate to contact me directly.
[redacted]
Customer Care Manager - myFICO
[redacted]Tell us why here...

We regret the difficult experience [redacted] encountered when he attempted to verify his identity for the FICO Score 3 Report View.
After further research, our records indicate [redacted] contacted our customer care department via phone on 7/15/2017 to verify his identity due to an error that a...

fraud indicator was detected in his credit file.  Our customer support team has strict policy guidelines to follow, in this case our representatives are required to fully verify the customer’s identity prior to releasing credit reports. After making several attempts to verify the identity of [redacted], the customer service representative advised [redacted], that in order to release the credit reports his identify would have to be fully verified.  At that point the customer care representative referred [redacted] to pull a free credit report through annualcreditreport.com and to possibly attempt to gather the details through that report.  [redacted] was also advised if he does not call back within 7 business days the FICO Score 3B report will cancel.
As of 7/24, I can confirm the pre-authorized amount of $59.85 was released and should drop off the pending status.
FICO is committed to the satisfaction of its customers, in addition to complying with all applicable laws.   We frequently review our order and cancellation 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 [redacted] will not hesitate to contact me directly.
[redacted]
Customer Care Manager - myFICO
[redacted]

Pending response from account holder to take further action on this matter.

Initial Business Response /* (1000, 8, 2015/05/15) */
We regret the difficult experience Mr. [redacted] encountered when he attempted to request a refund for his FICO(r) Score 3 Report View. Although we acknowledge receipt of Mr. [redacted] complaint with respect to the online cancel process.
We have...

taken Mr. [redacted] complaints seriously and forwarded them to our product and marketing teams for consideration. We appreciate his feedback and continuously strive to improve our myFICO products and website to improve the consumer experience. In addition a full refund for the amount of $24.95 was applied to his account on May 06,2015.
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, 10, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (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 /* (2000, 7, 2015/11/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have resolved the issue together. Thank you.

Under Review...

Initial Business Response /* (1000, 5, 2015/11/24) */
We regret the difficult experience Mr. [redacted] encountered when he attempted to access his FICO Score 1B report. An 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 identity. Once this process is completed the credit reports are released. Because 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 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] will not hesitate to contact me directly.
[redacted]
Customer Care Manager - myFICO
[redacted]@fico.com
Initial Consumer Rebuttal /* (2000, 7, 2015/11/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We regret the difficult experience Mrs. [redacted] encountered when she contacted our customer care team regarding a refund for her FICO Ultimate 3 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 $31.67 that occurred on April 24, 2018. The refund should be available within 3 to 5 business days.  For clarification below is our cancellation policy for our subscriptions.
CANCELLATION POLICY
FICO Cancellation. We may cancel the products or your subscription to them at any time and for any reason. In that case, we will refund any amounts relating to products not yet provided to you or partially provided on a pro-rated basis.
Subscription Products. If 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 12 months, and renewal subscription periods of 12 months each), (ii) on a quarter-to-quarter basis (for an initial subscription period of 3 months, and renewal subscription periods of 3 months each), or (iii) on a month-to-month basis (for an initial subscription period of 1 month, and renewal subscription periods of 1 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 basis. There 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 paid. There 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 paid. There 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]

Initial Business Response /* (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 technology. Among other things, FICO pioneered the...

use of algorithmic data analysis (analytics) to evaluate and score consumer credit risk. However, 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 creditworthiness. Rather, 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 information. A 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 bureau. At 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 /* (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 settled. The only option to enter the information in concerning a short sale is to show it delinquent. I 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 /* (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 creditworthiness. Rather, 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 information. A 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 bureau. At 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 /* (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 lenders. He also contends that FICO has misrepresented which FICO Score version it monitors in its products. FICO 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 8 along with additional FICO Score versions often used for particular types of lending decisions. In the FICO 3-Bureau Credit Monitoring purchased by Mr. [redacted], he received a FICO Score 8 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 lenders. It is, in fact, the base FICO Score version most widely used by lenders in the United States today. The 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.com. The marketing pages and product comparison pages that are presented before a consumer ever purchases a product make clear that it is FICO Score 8 that is tracked and monitored. Moreover, 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 8 version.
myFICO takes consumer satisfaction and credit score education seriously. In 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 consumers. This 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 consumer. In 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.com. Please 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 /* (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 subscription. I am confirming the subscription was cancelled and that we have provided Mr....

[redacted] with a refund of the last renewal charge for $29.95 that occurred on August 17, 2015. The refund should be available within 3 to 5 business days from today September 9, 2015.
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, 10, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Resolution has been met.

Initial Business Response /* (1000, 5, 2015/07/10) */
I write in response to Mr. [redacted]' letter to Revdex.com, Inc. alleging that his FICO 3-Bureau Credit Monitoring subscription was cancelled due to nonpayment with no notification. After further research it was determined that Mr....

[redacted]' was notified by email on 5/10/15 regarding payment failure and to contact us or log in to his account and update his payment information. Due to Mr. [redacted]' not updating his payment method his subscription was cancelled on 6/4/2015.
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]' will not hesitate to contact me directly.
[redacted]
Customer Care Manager - myFICO
[redacted]@fico.com

Initial Business Response /* (1000, 5, 2015/07/13) */
We regret the difficult experience Mr. [redacted] encountered when he attempted to request a refund for his FICO Identity Ultimate. After further research it was determined that Mr. [redacted] called in on 4/22 at 12:05pm to cancel his subscription. ...

At that point the subscription had renewed on 4/22 at 5:32am. Because Mr. [redacted] was not aware of his subscription renewing prior to calling to cancel the subscription, we have applied a refund of $29.95 on July 13, 2015.
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] will not hesitate to contact me directly.
[redacted]
Customer Care Manager - myFICO
[redacted]@fico.com
Initial Consumer Rebuttal /* (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 transactions. This 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 resolution. I considered this an authorized transaction. It caused a chain of events that dropped my confidence level with my financial institution. It 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 closed. Is there another way to receive this refund?
When I actually receive the refund for this canceled account, I will accept this. Thank You
Final Business Response /* (4000, 9, 2015/08/03) */
As mentioned before a refund request for this order was sent on: July 13, 2015, 14:34 GMT-06:00
(Refund amount requested: 29.95 USD - Finalized.
Mr. [redacted] also mentions the account is under investigation for further research. Mr. [redacted] should consider following up with the Financial Institution and have them research the account for the refund that was applied. Also the refund was processed on July 13, 2015. This process can take up to 3-5 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 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

Final Consumer Response /* (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 8/3/2015 although on the phone they said they did not see anything.
Thank You.