Monterey Financial Services

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.
Regards,
[redacted]
I don't have time to go back and forth with this company they can go to my mother house and pick up their products I want nothing else to do with them. This is a dishonest company and I dont have time for the drama or the back and forth. Just send me a date when the products will be picked up and credit my account.

The stamp [redacted] is referring to is not the default clause.  The default clause is on the third page under item 9 on the Revolving Credit agreement and disclosure statement which was provided to [redacted] by [redacted]  The finance charge is disclosed under item number 8 on the same document and states finance charges will continue to accrue "as long as you account has a balance".   On the page labeled Additional Provisions, item "m" reiterates the default clause and stipulates that the debtor is responsible for costs and fees related to collection upon default.   Both of these items are legible and copies of all documents were provided to [redacted] by [redacted]  We have not changed any of the terms of the original agreement signed by [redacted] and [redacted]  The payoff balance as of today is $6852.90 and the interest will continue to accrue per the terms of the agreement at an APR of 17.99%.  We have previously communicated via phone and email (as recently as today) with [redacted] that we are willing to accept a discounted settlement amount of $5500.00 (which is a significant discount and loss of income for Monterey) if she pays the amount by 3/31/14.   We have made every attempt to assist [redacted] in resolving this debt and will continue to do so.  However [redacted] needs to show she is sincere about resolving the debt and make a good faith payment, if she is not able to pay the full amount by 3/31/14, as she has not made a payment since 6/11/13.  I strongly suggest that [redacted] contact our office to set up arrangements to resolve the debt.
 
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.
[Again, I reiterate that we NEVER signed a promissory note. In addition, when we did receive our membership materials for the vacation club with no commitment required (which was how it was sold to us at Resorts Anytime), we decided it was not worth our money. I called Resorts Anytime and spoke to a female customer service agent/receptionist who advised that she would relay the information to her supervisor, [redacted]. [redacted] advised us to send our cancellation request in writing, which we did. At this point, we will not be paying the amount you are requesting because this is a unauthorized activity. We have consulted with an attorney and are prepared to move forward with that course of action. The damage to our credit is done, and I would rather pay an attorney than pay a company that is unfairly lying and practicing bait and switch tactics. Our final offer to Monterey/Resorts Anytime is $450 paid by July 15, 2014.]
Regards,
[redacted]

I WOULD NOT RECOMMEND THIS COMPANY. I PAID ACCOUNT OFF IN FULL WITHIN 60 DAYS. NOW 60 DAYS LATER IT IS SHOWING UP ON MY CREDIT REPORT AS A BALANCE DUE WITH INTEREST ADDED TO IT. THIS HAS NEGATIVELY AFFECTED MY CREDIT SCORE. AFTER SPEAKING TO THEM ON THE PHONE, THEY CONFIRMED IT WAS PAID OFF, BUT WAS STILL IN THE PROCESS OF BEING CLOSED. NOT GOOD FOR BUSINESS!!

Ms. [redacted] is correct that she signed up for our debt
protection program and authorized an increase in her automatic draft each month
to cover the monthly debt protection fee. Unfortunately due to an internal
processing error the monthly payment draft amount was not...

increased causing the
account to incorrectly become past due, assess a late fee and for the debt
protection fee to be unpaid. Monterey Financial retuned every voicemail left by
Ms. [redacted] so we could discuss her account in detail, but was unable to reach
her. Upon Ms. [redacted] contacting our office on July 14, 2014 the representative
should have adjusted Ms. [redacted] account to waive the late fee and have the
debt protection fee waived.
After the conversation with the representative Ms. [redacted]
sent us a fax notifying us of her Revdex.com complaint. Upon review we adjusted her
account to have the late fee waived and debt protection program fee paid and then
attempted to contact Ms. [redacted] via phone and fax to notify her of the
adjustment.  
As of July 15, 2014 Ms. [redacted] account was adjusted to
waive the late fee and for the debt protection fee to be paid. On June 29, 2014
Ms. [redacted] cancelled the debt protection program. Her account is up to date
with a next payment of $187.68 due on August 05, 2014 via automatic draft. I
apologize for the confusion on the account.
Should you or Ms. [redacted] have any further questions or wish
to discuss this matter in greater detail you may contact me directly,  [redacted].
Trusting this is satisfactory,
[redacted]
Finance Manager

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

[redacted] entered into a contract for furniture purchased at
[redacted]. I have attached a copy of the contract
for your review. On the “FlexPay Plus ACH debit authorization” page of the
attached [redacted] signed giving authorization for...

payment to be withdrawn on,
or after the 22nd of each month. Since we do not have a draft date for
automatic payments after the 20th of the month we, as stated in the complaint,
moved the due date to [redacted]’s benefit. This gave her 9 extra days to make
her monthly payments. The account was purchased by Monterey Financial on March
31, 2014. We sent all required notification to [redacted] at the address she
listed on the initial contract. This same form states that [redacted] reserves the right to assign the ACH debit authorization to a party of
their choice.
As stated and seen in the attached the account was initially
set up on automatic withdrawals via a routing number and checking account number.
The June 01, 2014 payment of $94.50 was returned by [redacted]’s bank as
insufficient funds. [redacted] did make another payment on June 01, 2014, but
failed to include the insufficient funds fee that was agreed to in her
contract. On June 22, 2014 [redacted] changed her billing information via our
website from her checking account to her debit card.
On the same day [redacted]
also scheduled a one-time payment of $104.50 via our website. The payment was
returned to our office declined. Upon speaking with [redacted] on June 27, 2014
she stated it was declined because she only had $94.50 available not the authorized
amount of $104.50. [redacted] scheduled a payment with the representative who
explained the fees on [redacted]’s account associated with the multiple returned
payments. On June 28, 2014 [redacted] contacted our office and stated that she
had made payments on her account that were not reflected on the website. Upon
reviewing the payments made to our office [redacted] referenced her down payment
and thought this amount would be applied to her account. The contract clearly
shows the down payment amount was deducted from the original amount financed.
She then questioned the same as cash amount that was listed on her contract.
The representative explained the same as cash option was voided due to a
payment being returned to our office. The representative also reviewed the same
as cash expiration date of June 20, 2014 that is within the “90 day same as
cash option” listed in the attached contract. At this time [redacted] not only
voided her same as cash option by have a payment return from her bank unpaid,
but she is also over a month outside the expiration date of the option. While
[redacted] does not qualify for same as cash, she would still qualify for an
early payoff discount should she choose to pay the account of early.
As of today [redacted]’s August 01, 2014 payment was declined
causing her to assess another return payment fee of $25.00. Should the account
remain unpaid she could be subject to negative credit reporting and potential
collection placement. Since Monterey Financial purchased the contract all payments would need to be paid to our office.  I urge [redacted] to contact our office today, toll free
877-399-6374, to bring her account up to date and discuss her early payoff option.
Sincerely,
[redacted]

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 USAA. I did not say that the customer service representatives were rude for not agreeing to waive the fee. When I spoke to the representatives I called because I wanted clarification about the charges. The first representative I spoke with assumed that I was calling for a credit. I say she assumed because I repeatedly told her that I was calling to inquire about my NSF charges. She continued to speak over me and kept stating that it was already credited to my account under processing fee. I repeated to her more than enough times that I was not calling or referring to a processing fee at the time. I just wanted a simple explanation about my NSF charge. She talked over me more than once and refused to listen. I heard processing fee like 6 times even though I was not discussing any processing fees throughout the conversation. I 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 her. As I continued to attempt to explain that I simply wanted a clear explanation about my charge she kept talking over me. After seeing that I was clearly not getting anywhere with this representative I asked to speak her supervisor. I was then transferred to a gentlemen who seemed to understand was I was referring to. He informed me that he would check with his cashiers and then return my call. After not receiving a returned call I called back. When the rep answered she put me on hold and transferred me to another rep who also tried to discuss the processing fee. She then told me that what difference does it make since I had already received a credit for a processing fee. I then told her the processing fee was irrelevant at the moment. I informed her that was a separate issue and I just wanted an explanation. I informed her that I had spoken to a gentlemen who was supposed to return my call. I told her he was a supervisor. She immediately told me he was not a supervisor. At 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 moment. I eventually hung up because I did not receive proper customer service and my issue was not resolved. Monterey Financial Services did not receive any phone calls from American Express to discuss the claim because I was not able to get 1 single representative to actually assist me rather than assume I just wanted credits. As far as proof to verify I had available funds, that was a simple request that was never made by any of the representatives. I could have easily retrieved proof for available funds, all they had to do was inform me that I had to provide it. I do not have automatic payments setup. I 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] and [redacted] purchased a membership with Resorts Anytime on 5/30/13 per the attached membership worksheet, retail installment contract and promissory note.  Monterey Financial purchased the contract from Resorts Anytime on 6/14/13.  We...

sent the appropriate dunning notice to Mr. and Mrs. [redacted] on 6/18/13 informing them of their account.  The first payment came due on 7/20/13 which they defaulted on.  We made several attempts to contact them from 7/26/13 through 11/25/13.  We finally reached Mrs. [redacted] on 11/25/13 to discuss her past due account.  We explained the consequences of not paying the defaulted balance and she claimed that she had spoken with Resorts Anytime and cancelled the account.  We informed her we had no notification as such and submitted a request to Resorts Anytime to confirm if the account was cancelled.  We confirmed with [redacted] at Resorts Anytime on 12/4/13 that they had no record of the account being cancelled.  Furthermore he stated that if Mr. and Mrs. [redacted] had in fact cancelled, they should have a certified receipt showing the cancellation letter was sent within three business days of the purchase.    We spoke with Mrs. [redacted] on 12/5/13 and informed her the account was not cancelled and offered her assistance if she could not afford to pay the full past due amount.  She stated she was not going to pay anything and refused to set up any arrangements.  On 12/16/13 the defaulted balance was transferred to Monterey Collections.   We spoke with Mrs. [redacted] on 2/17/14 and she claimed again that the account was cancelled.  We asked her to provide us with proof, however she never sent in any proof of cancellation.   On 2/28/14 we spoke with her and she claimed that she was told she could cancel at any time.  We explained that the client confirmed the cancellation policy and that the account was not cancelled.  We told her if she would pay in full, we would remove it from her credit as a courtesy and we emailed her a copy of the contract.  We have not had any further contact with Mr. and Mrs. [redacted].  The account will continue to report as a disputed collection account to the credit bureaus.  I strongly urge Mr. and Mrs. [redacted] to contact our office to resolve the defaulted contract to avoid any further action. 
Sincerely,
[redacted]
Collection Manager

In response to the complaint received:
"Calibri","sans-serif";">[redacted] entered into a contract with [redacted] for work done on her car on 5-27-15 (contract attached). The contract was assigned to Monterey Financial Services on 5-28-15. [redacted]'s contract contains a 90 Day Payoff Option which expired on 8-25-15. [redacted] initially made arrangements when she called our office on 6-16-15 to have the 90 Day Payoff paid by the 8-25-15 deadline. She later contacted our office in July to make changes to the payments that were set to satisfy the 90 Day Payoff Option, and indicated that she would call our office to make additional payments.
She called our office again on 8-17 to make a payment, and was reminded of the 8-25 deadline to satisfy the 90 Day Payoff option. She 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 90 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 $981.22 in principle to the contract (transaction history attached). Despite the fact that the 90 Day Payoff Option expired prior to [redacted] paying the agreed amount, Monterey is willing to honor the 90 Day Payoff Option due to any misunderstanding related to the automatic draft , and will refund the difference of $227.98 to satisfy the difference.
Sincerely,
[redacted]
Finance Manager
Monterey Financial Services Inc.

Monterey Financial treats their customers like reprobates from the start. They did not send me my loan documents or any instructions for payment until practically the first due date. WHen I paid them right away from my bank, they were very slow in receiving my bank transfer and then extracted $80 in late charges ON MY FIRST PAYMENT. They then cut off my access to my online class stating even after they received my payment plus late charges that my payment was late. I then contacted my bank and got a loan and paid them off in full. I have never been treated this badly as a customer in all my life. STAY AWAY From Career Step's partner MONTEREY FINANCIAL. They want to extract late fees. (predatory lender)

Monterey Collections was hired by the bankruptcy trustee for [redacted]...

[redacted] to collect on some of their unpaid balances for services rendered.   Monterey Collections was informed by[redacted] bankruptcy trustee that the patient’s insurance company may have 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 may have been mailed directly to the patient, the debt remains unpaid and the patient is responsible for the amount of the check received. 
The account was placed with Monterey for the above mentioned unpaid balance and thus we mailed out an initial dunning notice on April 29, 2016 to the patient informing the patient of the unpaid laboratory costs.  [redacted] contacted our office on 05/05/2016 advising that she received our notice and refused to provide any documents to support here claims that she did not receive a check.  We have flagged the account as disputed and submitted to remove the account from her credit report. 
Should [redacted] provide us with the explanation of benefits (EOB) for the service date of August 7, 2013 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.  We are aware of [redacted] policy to assume all risk for any denied tests and are not pursuing her for any balance other than the insurance check amount that she may have received.   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]
 
Sincerely,
[redacted]
 Collections Division Supervisor

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 be
 
We have our credit card statement as well as I have the payment information from their website.  The contract was signed in August of 2015 and the first payment was September 25, 2015, when I asked the customer service rep about that payment she stated she 
do not know what happened to that payment.  She also stated that we were behind on January, Febuary, and March payment.  Now they stated we never paid November, December, and January.  Our credit card information was stolen inn December (have a letter from bank to confirm this information) we suspect someone from their company but have no proof because no one can explain where are our payments.
 
 Once again if we were behind on payments [redacted] started in November why did they started calling us in January about missing payments (have cell phone records to prove this information).  According to our credit reports they stated we were in gooding standing during the months they stated we were behind in payments; so which one is it were late on our payments or were we in good standing on our payments (have proof of that information as well)?
 
 According to our contract we have a grace period of 10 days to make a payment before it is considered late $25 late fee, why are we charged a $60-85 late fee? Now as far as July payment it is not problem this company do not update their computer system because a payment was made on July 7, 2015, in the amount of $150.  We also have phone records to show they were calling us numerous times in a day even with paymets was taken from the credit card, I called the customer service rep stated the system automaticly calls when a payment was due over the weekend, but once again if the payment was automaticly draft why the harassment.  We are not agreeing to take this contract back to any date and paying any additional payments, they to explain where are our payments that was drafted from our credit card.
 
 I have tried communicating with this company and did not get any results so any futher communication will be done through the Revdex.com or an attorney.Regards,[redacted]

We have provided a copy of the contract and note showing the debt is a valid contract and they are legally responsible for the debt.  Our position has not and will not change.  The account will continue to report as a disputed collection account.  I will give them one more opportunity to settle the debt and have it removed from their credit report.  The payoff as of today is $2853.31 and continues to accrue interest at a rate of 17.90%.  I will extend the 50% settlement offer until 5/30/14.  We must receive in our office $1426.65 by 5/30/14 to be able to have this item removed from their credit.  I strongly urge Mr. and Mrs. [redacted] to contact our office at 877-775-3091 to set up the arrangements and avoid further action which could negatively impact them.
Sincerely,
[redacted] D. [redacted]
Collections Manager

Don't know how this company stays in business, it seems that every month I tried to go into online and web site does not let me in. I have sent in several (3) to reset me ID and Password with no response from Monterey. They seem to you to call them first to make payment and not online. I would not recommend this company to anybody. I have called and it's been over already 2 hours and still nobody called back.

In response to the complaint received:
[redacted] voluntarily entered into a contract with Resorts
Anytime...

on May 5, 2012. Mr. and [redacted] are fully entitled to the rights and privileges
outlined in the Purchase Contract. Mr. and [redacted] also agreed to pay for the
amount financed under the terms of the Retail Installment Contract (attached),
and there is no exception in the contract indicating that if the services aren’t
utilized, they will not be charged fees. Mr. and [redacted]’s utilization of the
services available is their choice, but they are still bound to pay for the
Services available as outlined in the Contract/Promissory Note. Monterey Financial
Services acts as a third party loan servicer on the account, on behalf of [redacted].
On October 10 of 2013, [redacted] did have a conversation with
a Monterey representative regarding the account, which was severely past due at
the time. In this conversation the representative set up a payment plan in
effort to bring the account current, and prevent collection placement. This
payment plan was miscalculated by the representative, who realized the mistake later
in the month& left several messages for Mr. and [redacted] over the
subsequent months in effort to correct the payment arrangement. The calls went
unreturned, until finally, on February 26, [redacted] called our office, where
the error was explained and corrected, with the past due amount set to be paid
on 3-28-14, to resume regular monthly payments beginning in April. [redacted] can see a detailed transaction history of their account at [redacted]
Again, it is [redacted]’s choice to utilize the
services for which they voluntarily agreed to pay for. They are responsible to
pay for the amount financed per the terms of the contract. Once the account is
once again in good standing, they will again be able to use the services for
which they originally signed up for.
Regards,
[redacted]
Manager
Monterey Loan Servicing

Revdex.com:
---------- Forwarded message ----------
From: [redacted]
Date: Wed, Aug 6, 2014 at 4:07 PM
Subject: Process payment please
To: [redacted]
Hello!!I have been contacting you. That you can process The payment since August First why didn't you charged maybe you did it early morning but afternoonThe money was already there from My direct deposit from My Job I sent Revdex.com My Statement. The money still there. Please charge me. I have been calling you during these Last days. I have been recording The calls and The somebody called me but I was at work. So right now I am calling you and still busy. Please process The payment.I would like to Know how much is to Pay off all The amount in this almost 4 months financing?
Thank you!

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. Also, I would like to note that the interest Monterey Financial services charges is exorbitant (which is where the question of ethics comes into place), they should at least allow a grace period and/or reminder that the 90 day same as cash deadline is coming up so their customers are not caught unaware. With that said, I'm glad that they have chosen to honor the initial 90 day same as cash option.
Regards,
[redacted]

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.
[I made the payment of 2407 to not incur more charges but that doesn't make anything satisfactory. There wasn't a miscommunication in the store because she stated directly the first month payment is due up front. You can't mistake that for anything else. I called a lot more than that and spoke with several different people. Your log books are inaccurate. At the end of the day, it is extortion and you need to get the people at [redacted] on the same page as what I signed and initialed as you stated was not what I was told I was getting not what I would be paying back. I was also told I was dealing with [redacted] to them turn around and have to deal with a completely different company. There are several middle men and no one attempts to help in the resolution. I still feel I paid too much money to have a lease less than 90 days when the original loan was $400 less. That's not honoring the ninety days. Then to be told I needed to make a payment in April when again I was told the first payment was made in store, so payment should not have been made until May. I paid $400 more than the original loan amount and I had the lease/loan for less than 30 days. I don't care how you define it to make yourself look good, it's not fair and it's not honoring the no interest if paid in full within the first 90 days and if you say well it's 30 days, it was paid in full in a month's time and I was still charged interest. Therefore, your contract and all those initials were still fraudulent because you didn't honor that. I want the $400 I overpaid thinking I wouldn't be charged, refunded back to me and that would be satisfactory. After that, I will never affiliate myself with this company again. ]
Regards,
[redacted]

In Response to the complaint received:
[redacted] entered into a contract with [redacted] on 9-4-14 (contract attached). The terms of [redacted]'s financing are clearly outlined in the contract she entered into, with an amount financed of $3846.15 over 48 months at an APR of 29.9%....

The Agreement also clearly outlines the fact that the account would be assigned to Monterey Financial Services under the Notice of Intent to Assign section of the contract.  
[redacted] has been habitually late on her payments since the inception of her loan, and representatives have followed up with her in effort to bring her account in to good standing. I apologize if [redacted] feels she has been treated in an unfair manner, but her loan is currently past due for the July & August payment, and efforts have been made by Monterey representatives to work out a payment plan to resolve her delinquency. Her account will be reporting as a delinquent account accordingly, until she has made the necessary arrangements to satisfy her obligation to the contractual terms of the attached contract. She may reach a Monterey Representative toll-free at 877-399-6374 to discuss the matter and a resolution in further detail.
Sincerely
[redacted]
Finance Manager
Monterey Financial Services Inc.