Monterey Financial Services

In response to the complaint received: "Calibri","sans-serif";"> [redacted] entered into a contract with [redacted] for work done on her car on 5-27-(contract attached)The contract was assigned to Monterey Financial Services on 5-28- [redacted] ***'s contract contains a Day Payoff Option which expired on 8-25- [redacted] initially made arrangements when she called our office on 6-16-to have the Day Payoff paid by the 8-25-deadlineShe later contacted our office in July to make changes to the payments that were set to satisfy the Day Payoff Option, and indicated that she would call our office to make additional payments She called our office again on 8-to make a payment, and was reminded of the 8-deadline to satisfy the Day Payoff optionShe informed the Monterey representative that she would call back in a few days to pay the remaining balance [redacted] did not contact Monterey Financial again until 8-27-15, and was informed the Day Payoff Option had expired, and that she was due for the contractual accrued interest, which she paid and closed the account accordingly To date, [redacted] has paid $in principle to the contract (transaction history attached)Despite the fact that the Day Payoff Option expired prior to [redacted] paying the agreed amount, Monterey is willing to honor the Day Payoff Option due to any misunderstanding related to the automatic draft , and will refund the difference of $to satisfy the difference Sincerely, [redacted] Finance Manager Monterey Financial Services Inc

I am very unhappy with Monterrey Financial, I have tried and tried to solve my problem with themThey have taken two unauthorized payments out of my accountI don't understand how they think they can continue to just do whatever they want without my consentThey are not professional at allPlease find another loan companyThey are not a good loan company at allI'm warning You!

I have tried searching for the account and/or phone call recording that [redacted] references in her complaint, however without the specific details of when the call occurred I am unable to locate it I searched for the phone number provided by Ms [redacted] in the complaint, however the number does not reference in our system It is possible that the number was deleted I tried searching for an account under the name of [redacted] ***, however I was unable to locate an account that indicated a call made to ###-###-#### Monterey records all of their calls and takes customer service seriously as indicated by our A+ Revdex.com rating I would be happy to research further if Ms [redacted] can provide more specific details – dates the calls occurred and the phone number called along with the representative’s name who called Otherwise please notify me if any future calls occur so I can locate the account Sincerely, [redacted] ***Collections Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below From my communications with the company they have made no changes to what I originally requested I informed them that I would make weekly/monthly payments to resolve my balance The "status" of my account to be in good standing if I make a payment by October 1st is not satisfactory to me seeing I was never informed of being late or having a balance I am glad they will provide statements;but it is sad it had to take this for it to happen I will make payments to them to resolve balance Regards, [redacted] ***

Very poor business ethics and customer serviceIt's a bad idea to make a payment by phone, they sent through an unauthorized payment with my bank cardIt is a big problem to get them to help out with this, it has taken me calls and still going

Acct#: [redacted] Attached is the copy of the Lease agreement [redacted] initiated and signed at [redacted] through [redacted] on 3/2/Monterey purchased the contract and booked the account into our office on 3/12/The first page outlines the Consumer Leasing Disclosures in section and breaks down the detail of the down payment “Amount Due at Lease Signing” $143.79, as well as the monthly payment plan for the entire financed term of the loan $and the “Purchase Option at the End of the Lease Term” for the residual fee of $versus the Disposition Fee of $if she chose to not purchase the property at the end of the leaseSection 2(a) outlines the day option to purchase the pet early for a discounted price of $plus any taxes or official fees assessed, this includes the pet cost $Section describes the tax amount $As you can see [redacted] signed and initialed multiple times throughout the page agreement, clearly acknowledging these terms ? [redacted] contacted Monterey’s office on 3/12/at 2:35pA representative was not immediately available and she chose not to leave a voicemail indicating a return call was neededShe called back at 2:45p and spoke to a representative [redacted] ’s only inquiry on the call was to obtain the account number, which was given to her [redacted] then called on 03/24/to inquire further about how access her account through our websiteShe called back later the same day to question the balance for the optional day discounted priceThe representative reviewed the account and explained nothing on the contract changed when Monterey purchased the finance agreement, however if an additional payment was made at the store prior to book in with Monterey we may not have updated records and would need hours to verify this information in order to obtain the correct payoff balance for the day option It was discovered that the payment in store [redacted] was referring to was her down payment of $143.79, not an additional contractual payment towards the financed amountUnderstanding [redacted] ’s miscommunication at the store regarding the down payment, Monterey accepted this towards the balance of the discounted price as a courtesy to [redacted] when she called back on 4/1/and agreed to set up the payment in fullMonterey accepted the final payment of $to close out the account under the days payoff optionThe payment was cleared the following day and the account has since been closed Trusting this is satisfactory, [redacted] *** | Finance Supervisor Monterey Financial Services Avenida de la Plata | Oceanside, CA [redacted]

I got a "Wags loan" for a dog purchased in MarylandSpoke to a report November to pay off early(This call was recorded) She took a payment over the phone in the amount of $490ishI asked her if she was positive this was the Final payment off amount and would I be charged further?! She Assured me it was final and no other charges would Hit my bank accountAt he end of December they debited my account for the usual payment amountI called Monterey, they Apologized and recognized they had no right toThe money was refundedAnd they said the account was now closed July they have been calling me Daily about "$400ish I owe" that because I "put a stop on the account I voided the early payoffI did not such thingThey have no documents to send stating this eitherAnd the reps I've spoken to ALL aknowledge the account was CLOSED DECEMBER

Monterey collection is a sleezy bunch of liarsThey use unethical collection practices to scare people into paying debts that have already been paidI sent them the cancelled check on a debt they were trying to collect from meIt was paid to the subsidiary that did the billing for the companyThey said "too bad , because it's not to the company, you still owe the $"If this were true, many of us would owe our credit card companies hundreds of thousand of dollars since many use servicing companiesThey also said companies never have to bill youThey can just send you to collections and ruin your creditYou have to know every person that might bill you in surgery, how much they will bill and where to send the money even though you would never know this information...what lab is used, etcthey will say anything to make you pay even if it's not your debt

In response to the complaint received: [redacted] did purchase a dog in November of as he points out in the complaintHe exercised his buyout option of the lease he had entered into, and the account has been closed as paid since March of The account has also been reported accordingly as a paid account as of that dateIf [redacted] ***'s credit report is still reflecting an open balance, Monterey Financial would need to know which bureau is still reporting, and can communicate/correct that information as necessary once we have some further detailsAs stated, the account has been reported by Monterey as paid since March I urge [redacted] to contact a Monterey representative toll-free at [redacted] to discuss the necessary detailsSincerely, [redacted] Senior Manager of Finance & Quality Assurance Monterey Financial Services, LLC

size="3"> On 01/18/ [redacted] signed a consumer pet lease agreement for the financing of a pet at [redacted] ***Her account was placed with Monterey Financial Services on 01/20/to act as a 3rd party servicer throughout the term of her leaseI have attached a copy of the lease agreement for your review and referenceThe terms and conditions of the lease were agreed to by [redacted] as indicated by her signature on page and initials on pages and All of the charges [redacted] references in her complaint are clearly outlined in the lease agreementIncluding but not limited to specifically being outlined in section Located on the page labelled Authorization Agreement for Prearranged Payments for ***, LLC [redacted] was given the option to sign up for automatic withdrawal or mail her paymentsBased on the documentation provided and the options given I am unsure how [redacted] felt she was forced to be on automatic payments To the best of our knowledge the pet was purchased from [redacted] ***, while in good health [redacted] is welcome to discuss any health concerns regarding the pet with the pet store or [redacted] directly “Unfortunately we will not be able to accommodate [redacted] desired settlement as the terms and conditions were clearly outlined and agreed to in the attached lease agreement [redacted] contacted our office on 02/09/requesting an early purchase amount to pay in full her lease agreementShe was quoted the amount of $which was only good through 02/19/Since then her early purchase amount has increased to $due to February’s due date elapsingMonterey Financial is still willing to honor amount quoted on 02/of $785.84, if the amount is paid in full by 03/06/ As of today the account is past due for $for Ferbaury 20, lease paymentIf [redacted] does not take advantage of our above offer and the February payment remains unpaid the account could be reported the credit bureaus as past due in addition to late fees being applied to her accountI encourage [redacted] to contact our office immediately to pay in full her lease agreement before any rent fees apply to her balance Should [redacted] have any further questions she may contact me directly at [redacted] Sincerely, [redacted] Loan Servicing Manager

If you have any choice don't go with this company Monterey Financial is extremely misleading in the beginning of the contract I was told I had payments the first payment I paid at the store at the end of the contract there is a residual payment why would you expect someone to pay triple the amount for furniture and then let it go back by not paying the last payment they're extremely misleading extremely rude the representative that I spoke with pretty much had in mind of other take it or leave it when I brought it to his attention he tried to correct it if you have any choice in the matter and I know people are this is turbulent times and people don't have those choices all the time and you need to not go to Monterey Financial

As previously stated, we contacted our client, Resorts Anytime, prior to the account being sent to collections and [redacted] at Resort Anytime confirmed that the account was in fact not cancelled Any cancellation process must be done in writing and Mrand Mrs [redacted] do not have any proof that they even attempted to cancel, let alone do so in writing within the allowed time frame This was explained to them prior to the account being written off to collections In reviewing the membership agreement, Retail Installment agreement and promissory note all of the signatures seem valid and consistent so I am unclear as to how Mrs [redacted] can claim fraud What agent did they speak with that they claim told them they could cancel at any time? Furthermore they could have cancelled within the day cancellation period as they did not need the membership number to cancel The retail installment agreement stipulates that prior to signing the agreement, the debtor has read and received a legible copy along with a copy of every document signed during the contract negotiations Regardless, the debt is valid and not cancelled per Resorts Anytime and Mrs [redacted] does not have any proof otherwise The defaulted balance of $as of today will continue to report as a disputed open collection account In an effort to resolve the complaint, I will be willing to remove the credit reporting and offer a settlement of 50% of the payoff balance if paid by 5/15/ I urge Mrand Mrs [redacted] to consider this generous offer and contact our office at 877-775-to set up the arrangements to satisfy this defaulted balance Sincerely, [redacted] D [redacted] Collections Manager

Revdex.com: In regards to my American Express Card being processed as an ATM card instead of a Credit card, I received that information directly from my creditor USAAI did not say that the customer service representatives were rude for not agreeing to waive the feeWhen I spoke to the representatives I called because I wanted clarification about the chargesThe first representative I spoke with assumed that I was calling for a creditI say she assumed because I repeatedly told her that I was calling to inquire about my NSF chargesShe continued to speak over me and kept stating that it was already credited to my account under processing feeI repeated to her more than enough times that I was not calling or referring to a processing fee at the timeI just wanted a simple explanation about my NSF chargeShe talked over me more than once and refused to listenI heard processing fee like times even though I was not discussing any processing fees throughout the conversationI informed her that the processing fee had already been credited with a previous rep and that was a separate issue which I was not calling for to discuss with herAs I continued to attempt to explain that I simply wanted a clear explanation about my charge she kept talking over meAfter seeing that I was clearly not getting anywhere with this representative I asked to speak her supervisorI was then transferred to a gentlemen who seemed to understand was I was referring toHe informed me that he would check with his cashiers and then return my callAfter not receiving a returned call I called backWhen the rep answered she put me on hold and transferred me to another rep who also tried to discuss the processing feeShe then told me that what difference does it make since I had already received a credit for a processing feeI then told her the processing fee was irrelevant at the momentI informed her that was a separate issue and I just wanted an explanationI informed her that I had spoken to a gentlemen who was supposed to return my callI told her he was a supervisorShe immediately told me he was not a supervisorAt this point my frustration was through the roof so I asked to speak to a supervisor, an actual supervisor.She then informed me that her supervisor was busy and could not talk to me at the momentI eventually hung up because I did not receive proper customer service and my issue was not resolvedMonterey Financial Services did not receive any phone calls from American Express to discuss the claim because I was not able to get single representative to actually assist me rather than assume I just wanted creditsAs far as proof to verify I had available funds, that was a simple request that was never made by any of the representativesI could have easily retrieved proof for available funds, all they had to do was inform me that I had to provide itI do not have automatic payments setupI eventually did change my card do the the constant issues trying to get it processed with Monterey Financial Despite the lack of customer service I will go ahead and consider this issue resolved even though I had to go as far as filing a complaint with the Revdex.com I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

[redacted] entered into an agreement with [redacted] on 01/24/for the financing of a sound bar system as outlined in her complaintThe total cost of this product was $*** [redacted] paid $towards her balance then financed the remaining $Her account was placed with Monterey Financial on 11/20/to act as a 3rd party servicer for the remainder of the balance The contract [redacted] entered into was a revolving credit agreement with a limit of up to $3000.00, which I have attached for your reviewShe does not currently owe the $3000.00, but has the ability to make purchases up to that amount with [redacted] *** [redacted] ***’s first payment was due on 12/05/for the amount of $which has not been receivedSince there has been no payment received she has assessed a $late fees every month that her account is not paidShe currently is due for the balance in full for $that must be paid to prevent any further negative credit reporting Monterey Financial is willing to remove the negative credit reporting if the balance mentioned above is paid by 04/13/ Should [redacted] have any further questions she may contact me directly at [redacted] Sincerely, [redacted] Loan Servicing Manager

In response to the complaint received: In January of 2015, [redacted] entered into a lease agreement with [redacted] Financing for the purchase of a Golden Retriever (copy of lease agreement attached)This contract was purchased, and assigned to Monterey Financial Services on 1-13-to service the terms of the lease agreementUpon receipt of the complaint, and after researching the matter with [redacted] , [redacted] Financing has advised Monterey Financial that they have since reached out to [redacted] and come to a resolution due to a misunderstanding at the inception of the agreementMonterey Financial has been advised that it was agreed that [redacted] would be responsible to pay the amount financed on the contract (an amount of $524.86) which will be paid to Monterey Financial on 11-16- Sincerely [redacted] Finance Manager Monterey Financial Services Inc

Monterey Collections was hired by the bankruptcy trustee for [redacted] to collect on some of their unpaid balances for services renderedMonterey Collections was informed by [redacted] bankruptcy trustee that the patient’s insurance company mailed a check to the patient to cover the expense for numerous lab tests that were authorized by the patient’s doctor, instead of mailing the payment to [redacted] Since the check from the insurance for services rendered was mailed directly to the patient, the debt remains unpaid and the patient is responsible for the amount of the check receivedThe account was placed with Monterey for the above mentioned unpaid balance and thus we mailed out an initial dunning notice on April 29, to the patient informing the patient of the unpaid laboratory costs We have not spoken with [redacted] to be able to explain that we need the explanation of benefits to determine if [redacted] is responsible for any amountWe have flagged the account as disputed and we are not currently reporting it to the credit bureauShould [redacted] provide us with the explanation of benefits and if there is no mention of a check being sent to her then we will cancel the account with no impact on her credit whatsoever However if the explanation of benefits confirms that [redacted] received a check, she will be responsible for the amount of the check received that should have been previously forwarded to [redacted] I encourage her to contact our office to provide us with an explanation of benefits so we can investigate and resolve this matter promptly Sincerely, [redacted] Collections Manager

Monterey Financial began making phone calls to the phone number [redacted] listed as the primary contact number on his application as early as December This is easily substantiated through phone records and call recordings if needed at a later dateWe agree that [redacted] attempted to make payments on his account, however those payments were unsuccessfulUpon calling [redacted] *** today they indicated that they do not charge their consumer a returned payment or NSF fee for declined debit card transactions as [redacted] states in his responseWhile [redacted] does change a return payment fee for ACH or check transactions that are returned due to insufficient fundsOnly payment of [redacted] ***’s was processed via ACH informationThe ACH information was returned by [redacted] *** as unable to locate account, meaning that they could not locate the account to have the funds withdrawn fromIf they are unable to withdraw the funds because they could not find the account they would also be unable to assess an NSF fee, which is why [redacted] was never assessed a NSF feeAgain, on March 26, [redacted] stated that she was going to make a payment via [redacted] and to date that payment has not been madeHad that payment been made the account would not have been placed in our collection agency As stated in my previous response the account has yet to report as an open/active collection account on [redacted] ***’s credit report, but will do so if the account is not paid off by May 31, The information currently reported to the credit bureau is in reference to the months of non-payment on the original finance contractIn an effort to get this matter resolved Monterey Financial would be willing to remove all negative credit reporting made to the credit bureaus if the discounted payoff offer of $5, is paid by May 15, If the discounted amount is not paid by May 15, we would still be willing to remove the negative credit reporting if the full payoff of almost $5,is paid by May 31, If neither amount is paid by May 31, the account would report as a disputed open and active collection account and we would be unwilling to remove the previous negative credit reporting [redacted] *** need to contact our office at [redacted] to schedule a payment to resolve their defaulted contract Sincerely, [redacted] Finance Manager

On November 25, Ms [redacted] voluntarily financed a gas range and televisionThe financed contract was subsequently purchased by Monterey FinancialI have attached a copy of the contract for review The agreed to finance contract had a same as cash option, listed on page of the attached under the section labelled “DAYS SAME AS CAH OPTION.” The clause states that “ If, within the first days, any scheduled payments are not made on a timely basis, or any payments are returned for any reason, the Days Same as Cash Option shall not be available to Buyer and interest hall be computer and assessed from the date Buyer signed this contract.” As [redacted] stated in her complaint she cancelled a payment, thereby voiding her same as cash clauseThe same as cash option, if it was not voided, would have expired on 02/23/not 02/27/as stated in her complaint The initially contract stated that her first payment would be due on or after 12/25/This can be seen on the page labelled FlexPay Plus ACH debit authorization in the attachedThe initial letter we sent [redacted] stated that, we had set her account up on the scheduled due date and indicated that the first payment would be due on 01/01/This gave [redacted] extra days to make her first payment and afforded her extra time to ensure she had the funds available for the scheduled draft date of the 1st of the month The attached transaction history confirms that the 02/01/ payment was returned by [redacted] ’s bank in addition to confirming that as of 02/23/the original amount financed was unpaidTo date [redacted] has paid $toward principal on an original amount financed of $ [redacted] still qualifies for an early payoff discount as outlined in her finance contactI apologize if [redacted] felt the representative were rude for not allowing her pay her same as cash priceUnfortunately the terms of the contract are very specific and do not allow for this exceptionAs of today Ms Medley’s contract is days past due as she also placed a stop payment on the March 01, payment I strongly urge [redacted] to contact my office to discuss the remaining balance owed on this account in addition to discussing her defaulted contract for [redacted] Furniture that is with our collection agencyThe [redacted] furniture account has a defaulted balance of $1,and remains unpaid since The account has been assigned to our legal team for breach of contract, but we would be willing to discuss voluntary repayment should she contact our office by 03/21/Failure to do so could result in advising our legal team to continue their pursuit of judgment on the default contracts

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.This company is lyingI did call Monterey Finicial and left messages!!! I even called [redacted] to explain to them my issue I'm sure they have my calls thereMonterey Finicial is lyingI am not sure what steps to take nowThis is so bizarre!!!! I can't believe that company!!Regards, [redacted]

In response to the rejection received: As stated in the original response, Monterey has changed [redacted] account status from past due, to reflect current, so for [redacted] to state no changes have been made is innaccurateMonterey has also waived all fees assessed on the account since she first notified our office of the return (July through September), in the amount of $If the next due of 10-1-does not work for [redacted] ***, Monterey is willing to chane her due date to a more suitable one, but she has not communicated such to our office, and as she has stated in her last communications in this forum, she will be making her payments as scheduledI urge [redacted] to contact our office, toll free at 877-775-to make the necessary arrangements Regards, [redacted] Manager Monterey Loan Servicing