Personify Financial

Dear Mr [redacted] , Applied Data Finance, D/B/A Personify Financial (Personify), is in receipt of the complaint from your office lodged by [redacted] We understand the importance of proper consumer communication and have taken the time to properly review the issue raised and to both research the matter via a review of our documents and to speak with our appropriate personnelWe have completed a thorough review of the customer’s concerns stated in the complaintIn review of Ms [redacted] ’ account history notes and call recordings, the initial contact indicates that Ms [redacted] called our Customer Service Center on February 17, and advised that she would be unable to make her upcoming February 23, payment Further, she stated that she needed to be advised on what her available options were as she had currently been laid off and would be unable to continue making her paymentsMs [redacted] was advised her account would be escalated for further review and, at her request, the payment was rescheduled to March 9, Ms [redacted] was also advised that the next regularly scheduled payment was set for March 9th as well, and that if she needed additional time to complete that payment, she would need to call back to request an extension as to that regularly scheduled paymentThe payment processed on March 9th as per her request and that payment covered the February 23rd due amountOn March 11, 2017, Ms [redacted] called our Customer Service Center regarding the status of her account and inquiring about the processed payment on March 9, Ms [redacted] claimed she tried calling to discuss the matter prior to the March 9th due date; however, the system was down and she could not get through, although she could not remember on what date she attempted to callShe also claimed that she tried calling the day prior with a like resultThe call agent advised Ms [redacted] that while the Customer Service Center had experienced some technical difficulties, that did not in fact affect the ability to accept calls and there were no notations on her account that we had received any incoming callsThe agent also advised Ms [redacted] that we had attempted calls on March 2, and a voice message was left, and a call on March 8, at which time no message was left as the voicemail was full and unable to accept messagesBased on the account status the payment on March 9, processed per Ms [redacted] directives and approvalThe agent advised Ms [redacted] her matter would be escalated for further review and that her next scheduled payment was due on March 23, She was also advised that there was no additional payment that would be withdrawn until the March 23rd date; however, even with the payment already processed, she was now showing passed due for one regularly scheduled paymentOn March 27, 2017, Ms [redacted] called our Customer Service Center regarding the status of her account and inquiring about the processed payment of March 23, Ms [redacted] claimed she had been told no further payments would be processed; however, as per the call on March 11, 2017, Ms [redacted] was advised her next scheduled payment was set for March 23, and there were no requests to cancel the recurring payment schedule previously setThe agent also discussed the pending account review as well as the next scheduled payment of April 6, Ms [redacted] did not wish to speak with the Supervisor on staff as that was the same person she previously had spoken with on March 11, and terminated the call after confirming that her account was still under reviewIn review of Ms [redacted] account call history, we can understand that there may have been a miscommunication between our call agent and Ms [redacted] and her intent to cease paymentsHowever, all payments were withdrawn according to her directives and approvalPer review of the call recordings, there were no affirmative requests to cease all payments and/or withdrawsMs [redacted] attempted to have her account reviewed for possible alternatives regarding the continuing regularly scheduled payments based on her current employment statusBased on the above and Ms [redacted] request in her complaint, the recurring Account Clearing House (ACH) payments have been stopped and there are currently no future payments set up on the accountBased on her hardship and employment status Ms [redacted] has also been forwarded an offer to lower her interest rate and payment amount, however, as of this date there has been no response received from Ms [redacted] Our Customer Service Center has attempted several calls and been unsuccessful in reaching Ms [redacted] and there have been no returned calls receivedAs such, the account is currently in a Past Due standingPersonify prides itself on providing the highest level of customer serviceIt is and always will remain the goal of Personify to provide as high a level of customer service as possible in the financial services industryUpon that occurrence when we may fall short of the mark, we will seek to take immediate steps to address and effectively resolve the issueAs a result of our review of Ms [redacted] ’ concerns and as part of our constant effort to improve the customer experience, we have made improvements to our communications processWe want to thank her for bringing these concerns to our attention and offering us the opportunity to resolve them, and look forward to being able to continue working with Ms [redacted] on providing the right resolution for the situationIf Ms [redacted] has additional questions, please have her contact our Customer Service Department via email at [email protected] or via telephone at ###-###-####Representatives are available Monday through Friday 8am to 6pm and Saturday 8am to 5pm Central Time Sincerely, [redacted] Senior Director Compliance and Corporate Counsel Applied Data Finance, LLC d/b/a Personify Financial Phone: ###-###-#### E-mail: s@applieddatafinance.com

Dear Mr [redacted] : Applied Data Finance, D/B/A Personify Financial (Personify), is in receipt of the complaint from your office lodged by [redacted] We have taken the time to properly review the issue raised and to both research the matter via a review of our documents and to speak with our appropriate personnelWe have completed a thorough review of the customer’s concerns stated in the complaintAccordingly, we have reviewed the account history notes and call recordingsIn review of Mr [redacted] ’s account history, Mr [redacted] applied for a loan in the amount of $2,with Personify Financial which was approved on April 4, and funded on April 5, On April 6, over the course of several calls, Mr [redacted] called into the Customer Service Center inquiring as to the status of the loan funds as they had not yet posted to his accountHe spoke with our agents as well as a supervisor on staffMr [redacted] confirmed the account and routing information that he completed on the original application and where the loan funds were depositedThe supervisor further provided the disbursal transaction identification number and receipt number for Mr [redacted] to verify with his bank on the status of the loan fundsMr [redacted] was also asked to provide a voided check copy so that the bank routing and account number could be confirmedOn April 7, 2017, upon receipt of the bank information from Mr [redacted] , our team identified that Mr [redacted] had transposed certain numbers of the bank account routing number on his original application and although the information was confirmed with Mr [redacted] on one of the calls on April 6, 2017, the bank routing number was in fact inaccurateAt that time, Mr [redacted] was advised that per company policy and procedure, the original loan disbursal would have to be reversed and returned prior to the amount being re-disbursed to the updated bank accountIt is at this point that Mr [redacted] advised he would be filing a complaint and he requested a call back from a managerDuring a follow up call from Mr [redacted] to our Customer Service Center on April 8, 2017, Mr [redacted] advised that he no longer needed funding and did not want the loan to be re-disbursedOn April 10, 2017, Mr [redacted] called into our Customer Service Center inquiring about the daily interest accrual that was showing on the accountHe was advised that as per his request the loan funds, upon reversal, will not be re-disbursed to him, and as the loan funds did not deposit into his account he would not be liable for any accrued interest and the loan would be cancelledMr [redacted] was again advised that as per policy we could not proceed to cancel the loan until the loan funds were reversed and returnedOn April 11, 2017, [redacted] , Director, Call Center Operations, attempted to contact Mr [redacted] ; however, the voicemail box was full and would not allow him to leave a messageMr [redacted] sent an e-mail communication to Mr [redacted] advising him that we are in the process of investigating his complaint and for Mr [redacted] to contact our office or otherwise to provide a convenient time that he may be contactedThere are no further notations on the account that Mr [redacted] has contacted our office after this dateAs of this date, the underlying loan has been cancelled and funds have not been re-disbursed to Mr [redacted] Personify prides itself on providing the highest level of customer serviceIt is and always will remain the goal of Personify to provide as high a level of customer service as possible in the financial services industryUpon that occurrence when we may fall short of the mark, we will seek to take immediate steps to address and effectively resolve the issueWe want to thank Mr [redacted] for bringing these concerns to our attention and are disappointed that we were not able to resolve the matter with the expediency that Mr [redacted] was expecting; however, we wish to inform you that all company protocol and procedures were appropriately followed by our staffThese policies have been implemented to ensure that all loan funds are deposited as per our consumers’ directives, are appropriately disbursed and to counter any possible fraudWe hope to be able to work with Mr [redacted] in the future and to assist with his borrowing needsIf Mr [redacted] has additional questions, please have him contact our Customer Service Department via email at [email protected] or via telephone at (888) 590-Representatives are available Monday through Friday 8am to 6pm and Saturday 8am to 5pm Central Time Sincerely, [redacted] Senior Director Compliance and Corporate Counsel Applied Data Finance, LLC d/b/a Personify Financial Phone: (858) 275-E-mail: s@applieddatafinance.com

Complaint ID: [redacted] Dear Mr [redacted] ,Please be assured that Applied Data Finance, D/B/A Personify Financial, treats it customers’ personal information with care, concern and confidentialityLogging into your online banking account is an important part of our loan application processThis step helps us protect you fromidentity theft by making sure that your money is sent to you, should you be approved Also, it allows us to verify your income and other financial information quickly and easily This process is highly secure and performed by a trusted 3rd party that supports over thousand financial institutions worldwide Personify cannot see or record your bank account ID or password, also, this is a “read-only” service and cannot be used to move funds in or out of any account Please be assured no one will keep your log in information If you are still concerned about the legitimacy of our business and would like to verify our good standing, all our state licenses are available on our website for your review Thank you, Personify Financial

Dear Mr [redacted] :Applied Data Finance d/b/a Personify Financial (Personify) acknowledges receipt of the above-referencedcomplaint submitted to the Revdex.com by [redacted] We have reviewed the issues presentedand researched our business records.On October 24, 2016, Ms [redacted] contacted Personify to make a request that her bi-weekly loan paymentdates be changed to the 6th and 22nd of each month because her pay dates at work had changedThosepayment date changes caused Ms [redacted] to incur late fees in our system of recordAs a courtesy, Personifyhas waived the late fees assessed on Ms [redacted] ’s loan account for the months of August, October andNovember of 2017.Our goal is to provide the highest level of customer service in the financial services industryIf we fall short ofthat mark, we take immediate steps to appropriately address and effectively resolve the issue, as we did in theinstant caseWe want to thank Ms [redacted] for bringing her concern and frustration to our attentionIf you orMs [redacted] should have any questions, please feel free to contact me at ###-###-#### or [redacted] @applieddatafinance.comThank you.Sincerely,/s/ [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 am not worried about the fact that the loan was declined I am upset with the fact that the company has my bank account informationAnd I want to know why the account number and routing number is needed if the loan was declined Regards, ***l [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 Regards, ***l [redacted] TThe concern was not of logging into my bank account the concern is that the online system asked for a bank account and routing number and I want to know why if I am not able to get a loan

Mr***, While you were initially pre-qualified, your application was ultimately declined, because you no longer met the initial approval criteria when verified or upon submitting your application. We will directly provide you with a detailed explanation of the decline. Thank you. Personify Financial

Revdex.com: Mr*** claims that their goal is "to provide the highest level of customer service in the financial services industry" and if they "fall short of that mark, they take immediate steps to appropriately address and effectively resolve the issue" - this couldn't be more of a jokeIt took this company over three months to properly address and resolve this issue, and while I am still not happy with the outcome, I would rather be done with this joke of a companyI never tried or claimed that the loan was in any way not my own personal debtI never tried to get out of my obligation with this companyIn fact, I was trying to put myself in a better position to resolve ALL of my debt, not just my debt with Personify FinancialI never claimed I was not legally obligated to pay off my debt, as Mr*** insinuates in his previous correspondence.I have attached my correspondence with this company, as well as my debt management program provider, Navicore Solutions, so you can see what a joke their "customer service" truly isI was given the run around for three months - in which time I not only accumulated late fees, but higher interest and now this company wants to extend the length of my loan so I pay off the amount that went unpaid during this period where Personify did not clearly deny the terms of the DMP - which you can see in another attachment - nowhere on the document they provided to Navicore Solutions did it say they denied or turned down the DMP proposal. I want to advise anyone considering working with this loan provider to look elsewhereUnfortunately, out of desperation while trying to pay for cancer treatments, I turned to Personify for helpThe ramifications of that decision seem to be longer lasting than the cancer I was treated forSTAY AWAY
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

September 1, 2017Revdex.com San Diego, Orange & Imperial CountiesComplaint ID: ***Consumer: *** A*** *** *** *** *** ** *** *** *** *** *** ***Dear Mr***:Applied Data Finance d/b/a Personify Financial
(Personify) acknowledges receipt of the above-referenced complaint sent to us on August 30, 2017, and submitted to the Revdex.com (Revdex.com) by *** ***We have reviewed the issues presented and researched our business recordsThe gravamen of Ms***'s complaint against Personify is a claim of entitlement to protection under the Servicemembers Civil Relief Act (SCRA)While we fully appreciate and understand her assertions, Personify respectfully disagrees that they trigger the SCRA's protections for the following reasons:The SCRA provides important protections to men and women serving our nation in the military; the law is designed so financial concerns do not become a distraction from their ability to serveThe SCRA's protections cover periods of military service which, in turn, are defined as periods of active duty statusFor members of the regular Armed Forces, active duty begins the day they leave civilian lifeThe section of the SCRA that reduces interestrates addresses loan obligations of an eligible servicemember or the servicemember and his/her spouse jointlyIt provides that such loan obligations may not bear interest at a rate above 6% per year for the period of active duty statusThe underlying loan, however, must be made before the servicemember entered active duty.The theory behind this protection is that entering active duty may change a servicemember's ability to repay; the section is designed to protect the servicemember when status and income changes because he/she is called to active dutyThe interest rate cap does not apply to a loan agreement entered after or during active dutyIf a loan is sought and obtained after active duty begins, it is presumed that the servicemember and his/her spouse know what they can afford and a loan underwriter can assess their ability to repay based on their current incomeAccordingly, the interest rate cap applies to an eligible borrower's pre-existing loan(s).Ms*** suggests her Personify loan somehow is subject to the interest rate cap because her husband is a SCRA-eligible servicemember; seemingly, he is a disabled veteran who suffers from post-traumatic stress disorderMs*** fails to allege: (i) that she informed Personify of her husband's military service before she accepted the loan; (ii) that she sought and obtained the loan before her husband began active duty, or (iii) that her husband is absent from active duty based on a temporary disability as opposed to being previously discharged from military service because of a permanent disabilityPut differently, the 6% interest rate cap is inapplicable when, as here, a borrower fails to assert any fact which triggers this protection that the SCRA affords servicemembers on active duty.Given her current financial situation and having previously deferred payments on her loan, Personify agreed to make an exception to its borrower assistance program so Ms*** could qualify for a temporary rate reduction modification under the following conditions:Rate Reduction: An interest rate reduction to 6% for six months to allow time to find a job; after the six-month period, the interest rate returns to the original contract rate of 24.00%Fee and Interest Waiver: A waiver of the current unpaid interest of $and the Slate fee incurred since the last paymentLoan Extension: A Second deferment of unpaid bills to the end of the loan to bring the loan current and extend its term to account for three missed paymentsPayment Reduction: After reducing the interest rate temporarily and extending the loan, the estimated payment amount would be about $every two weeks for the six-month periodBreach of Agreement: Any default during the six-month period would be considered a breach of the temporary modification agreement and interest would accrue at 24.00% (the original contract rate).if Ms*** seeks an explanation regarding how the temporary modification agreement impacted the calculation of her estimated payments, she may contact *** *** (Director, Call Center Operations) via email *** or via telephone at ###-###-#### (between a.mand p.m., Pacific Time)Thank you

Complaint ID: [redacted]Dear Mr. [redacted],Please be assured that Applied Data Finance, D/B/A Personify Financial, treats it customers’ personal information with care, concern and confidentiality. Logging into your online banking account is an important part of our loan application process. This...

step helps us protect you fromidentity theft by making sure that your money is sent to you, should you be approved.  Also, it allows us to verify your income and other financial information quickly and easily.  This process is highly secure and performed by a trusted 3rd party that supports over 15 thousand financial institutions worldwide.  Personify cannot see or record your bank account ID or password, also, this is a “read-only” service and cannot be used to move funds in or out of any account.  Please be assured no one will keep your log in information.  If you are still concerned about the legitimacy of our business and would like to verify our good standing, all our state licenses are available on our website for your review.  Thank you, Personify Financial

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]l [redacted]
TThe concern was not of logging into my bank account the concern is that the online system asked for a bank account and routing number and I want to know why if I am not able to get a loan.

Dear Mr. [redacted]: Applied Data Finance d/b/a Personify Financial (Personify) acknowledges receipt of the above-referenced complaint sent to us today (July 7, 2017), and submitted to the Revdex.com (Revdex.com) by [redacted]. We have reviewed the issues presented and researched our business...

records.  Attached please find our response.  If you should need any further information please do not hesitate to reach out. If Ms. [redacted] has additional questions or concerns, she may contact [redacted] (Director, Call Center Operations) via email at [redacted]@applieddatafinance.com or via telephone at (858) 304-1567 (between 9 a.m. and 5 p.m., Pacific Time). Thank you.

Dear Mr. [redacted], We’re sorry you were unable to reach us at our toll free number.  This was a result of us experiencing technical difficulties with our phone lines, which has now been resolved. We have attempted to contact you via phone at your primary phone number and have provided a response to...

your email.  If you still need to speak to one of our helpful customer service representatives, please feel free to contact our Customer Service Department between the hours of 8 am through 6 pm (central) at [redacted]. Thank you.

Consumer: [redacted] Daytime Phone: [redacted] E-mail: [redacted]Dear Mr. Ambriz:Applied Data Finance d/b/a Personify Financial ("Personify") acknowledges receipt of the above-referenced complaint sent to us on Saturday, September 2,...

2017, and submitted to the Revdex.com (Revdex.com) by [redacted]. We reviewed the issue presented and researched our business records.Creditors are under no obligation to work with debt management companies; as a policy matter, Personify does not because many people fail to complete the programs for whatever reason. If a borrower makes a loan payment to Personify indirectly through a debt management company that is less than the full amount owed, a past due amount will result. Our borrowers are advised of this company policy and encouraged to work with us directly to resolve their obligations.As of September 13, 2017, Ms. [redacted]'s account with Personify is past due and the payoff amount was $2,189.46. Ms. [redacted]'s frustration with Personify's decision not to work with her debt management company in no way mitigates her obligation to Personify which remains due and owing. We are ready, willing and able to work with her to resolve her loan balance with us. As an accommodation for any perceived confusion or miscommunication regarding Personify's decision, we will waive the late fees ($50.00). Additionally, Ms. [redacted] will receive a loan modification letter outlining the steps we took to bring her Personify account current. Ms. [redacted] has been and always remains legally responsible for making the full amount of her loan payments (without any reduction) whether she makes those payments to Personify directly or indirectly to us through a debt management Company.Our goal is to provide the highest level of customer service in the financial services industry. If we fall short of that mark, we take immediate steps to appropriately address and effectively resolve the issue. If you or Ms. [redacted] should have any questions, please feel free to contact me at [redacted] or[redacted]. Thank you.ewin Evont [redacted] Senior Director Compliance and Corporate Counsel Applied Data Finance, LLC d/b/a Personify Financial

Dear Mr. [redacted]:Applied Data Finance d/b/a Personify Financial (Personify) acknowledges receipt of the above-referencedcomplaint submitted to the Revdex.com by [redacted]. We have reviewed the issues presentedand researched our business records.On October 24, 2016, Ms. [redacted] contacted...

Personify to make a request that her bi-weekly loan paymentdates be changed to the 6th and 22nd of each month because her pay dates at work had changed. Thosepayment date changes caused Ms. [redacted] to incur late fees in our system of record. As a courtesy, Personifyhas waived the late fees assessed on Ms. [redacted]’s loan account for the months of August, October andNovember of 2017.Our goal is to provide the highest level of customer service in the financial services industry. If we fall short ofthat mark, we take immediate steps to appropriately address and effectively resolve the issue, as we did in theinstant case. We want to thank Ms. [redacted] for bringing her concern and frustration to our attention. If you orMs. [redacted] should have any questions, please feel free to contact me at ###-###-#### or[redacted]@applieddatafinance.com. Thank you.Sincerely,/s/ [redacted]

Dear Mr. [redacted], Applied Data Finance, D/B/A Personify Financial (Personify), is in receipt of the complaint from your office lodged by [redacted]. We understand the importance of proper consumer communication and have taken the time to properly review the issue raised and to both research the...

matter via a review of our documents and to speak with our appropriate personnel. We have completed a thorough review of the customer’s concerns stated in the complaint. In review of Ms. [redacted]’ account history notes and call recordings, the initial contact indicates that Ms. [redacted] called our Customer Service Center on February 17, 2017 and advised that she would be unable to make her upcoming February 23, 2017 payment.  Further,  she stated that she needed to be advised on what her available options were as she had currently been laid off and would be unable to continue making her payments. Ms. [redacted] was advised her account would be escalated for further review and, at her request, the payment was rescheduled to March 9, 2017. Ms. [redacted] was also advised that the next regularly scheduled payment was set for March 9th as well, and that if she needed additional time to complete that payment, she would need to call back to request an extension as to that regularly scheduled payment. The payment processed on March 9th as per her request and that payment covered the February 23rd due amount. On March 11, 2017, Ms. [redacted] called our Customer Service Center regarding the status of her account and inquiring about the processed payment on March 9, 2017. Ms. [redacted] claimed she tried calling to discuss the matter prior to the March 9th due date; however, the system was down and she could not get through, although she could not remember on what date she attempted to call. She also claimed that she tried calling the day prior with a like result. The call agent advised Ms. [redacted] that while the Customer Service Center had experienced some technical difficulties, that did not in fact affect the ability to accept calls and there were no notations on her account that we had received any incoming calls. The agent also advised Ms. [redacted] that we had attempted calls on March 2, 2017 and a voice message was left, and a call on March 8, 2017 at which time no message was left as the voicemail was full and unable to accept messages. Based on the account status the payment on March 9, 2017 processed per Ms. [redacted] directives and approval. The agent advised Ms. [redacted] her matter would be escalated for further review and that her next scheduled payment was due on March 23, 2017. She was also advised that there was no additional payment that would be withdrawn until the March 23rd date; however, even with the payment already processed, she was now showing passed due for one regularly scheduled payment. On March 27, 2017, Ms. [redacted] called our Customer Service Center regarding the status of her account and inquiring about the processed payment of March 23, 2017. Ms. [redacted] claimed she had been told no further payments would be processed; however, as per the call on March 11, 2017, Ms. [redacted] was advised her next scheduled payment was set for March 23, 2017 and there were no requests to cancel the recurring payment schedule previously set. The agent also discussed the pending account review as well as the next scheduled payment of April 6, 2017. Ms. [redacted] did not wish to speak with the Supervisor on staff as that was the same person she previously had spoken with on March 11, 2017 and  terminated the call after confirming that her account was still under review. In review of Ms. [redacted] account call history, we can understand that there may have been a miscommunication between our call agent and Ms. [redacted] and her intent to cease payments. However, all payments were withdrawn according to her directives and approval. Per review of the call recordings, there were no affirmative requests to cease all payments and/or withdraws. Ms. [redacted] attempted to have her account reviewed for possible alternatives regarding the continuing regularly scheduled payments based on her current employment status. Based on the above and Ms. [redacted] request in her complaint, the recurring Account Clearing House (ACH) payments have been stopped and there are currently no future payments set up on the account. Based on her hardship and employment status Ms. [redacted] has also been forwarded an offer to lower her interest rate and payment amount, however, as of this date there has been no response received from Ms. [redacted]. Our Customer Service Center has attempted several calls and been unsuccessful in reaching Ms. [redacted] and there have been no returned calls received. As such, the account is currently in a Past Due standing. Personify prides itself on providing the highest level of customer service. It is and always will remain the goal of Personify to provide as high a level of customer service as possible in the financial services industry. Upon that occurrence when we may fall short of the mark, we will seek to take immediate steps to address and effectively resolve the issue. As a result of our review of Ms. [redacted]’ concerns and as part of our constant effort to improve the customer experience, we have made improvements to our communications process. We want to thank her for bringing these concerns to our attention and offering us the opportunity to resolve them, and look forward to being able to continue working with Ms. [redacted] on providing the right resolution for the situation. If Ms. [redacted] has additional questions, please have her contact our Customer Service Department via email at [email protected] or via telephone at ###-###-####. Representatives are available Monday through Friday 8am to 6pm and Saturday 8am to 5pm Central Time.      Sincerely, [redacted] Senior Director Compliance and Corporate Counsel Applied Data Finance, LLC d/b/a Personify Financial Phone:  ###-###-#### E-mail: s[redacted]@applieddatafinance.com

Applied Data Finance, D/B/A Personify Financial, has completed a thorough investigations of the concerns asserted in Ms. [redacted]’s complaint.  Our investigation shows that Ms. [redacted]’s payment was signed for and received on December 28, 2016.  Per company policy, it may take 24 hours to...

process the payment; however, all payments are notated with the date that payment was actually received. Here, the payment was posted on December 29, 2016 with a transaction date of December 28, 2016.  Ms. [redacted] was not assessed any interest after December 28, 2016.    Our Director of Call Center Operations attempted to reach Ms. [redacted] to provide a thorough explanation regarding the date of the application of her payment, but was unable to contact her. In the event Ms. [redacted] has any additional questions after reviewing her account information, we invite her to contact us directly so that we can discuss the matter with her directly.   We take Ms. [redacted]’s concerns seriously, and, as a result of her feedback, we have taken the opportunity to further train our representatives so that we can continue providing the highest class of customer service.    Thank you.

Dear Mr. [redacted]: Applied Data Finance, D/B/A Personify Financial (Personify), is in receipt of the complaint from your office lodged by [redacted]. We have taken the time to properly review the issue raised and to both research the matter via a review of our documents and to speak with our...

appropriate personnel. We have completed a thorough review of the customer’s concerns stated in the complaint. Accordingly, we have reviewed the account history notes and call recordings. In review of Mr. [redacted]’s account history, Mr. [redacted] applied for a loan in the amount of $2,500.00 with Personify Financial which was approved on April 4, 2017 and funded on April 5, 2017.  On April 6, 2017 over the course of several calls, Mr. [redacted] called into the Customer Service Center inquiring as to the status of the loan funds as they had not yet posted to his account. He spoke with our agents as well as a supervisor on staff. Mr. [redacted] confirmed the account and routing information that he completed on the original application and where the loan funds were deposited. The supervisor further provided the disbursal transaction identification number and receipt number for Mr. [redacted] to verify with his bank on the status of the loan funds. Mr. [redacted] was also asked to provide a voided check copy so that the bank routing and account number could be confirmed. On April 7, 2017, upon receipt of the bank information from Mr. [redacted], our team identified that Mr. [redacted] had transposed certain numbers of the bank account routing number on his original application and although the information was confirmed with Mr. [redacted] on one of the calls on April 6, 2017, the bank routing number was in fact inaccurate. At that time, Mr. [redacted] was advised that per company policy and procedure, the original loan disbursal would have to be reversed and returned prior to the amount being re-disbursed to the updated bank account. It is at this point that Mr. [redacted] advised he would be filing a complaint and he requested a call back from a manager. During a follow up call from Mr. [redacted] to our Customer Service Center on April 8, 2017, Mr. [redacted] advised that he no longer needed funding and did not want the loan to be re-disbursed. On April 10, 2017, Mr. [redacted] called into our Customer Service Center inquiring about the daily interest accrual that was showing on the account. He was advised that as per his request the loan funds, upon reversal, will not be re-disbursed to him, and as the loan funds did not deposit into his account he would not be liable for any accrued interest and the loan would be cancelled. Mr. [redacted] was again advised that as per policy we could not proceed to cancel the loan until the loan funds were reversed and returned. On April 11, 2017, [redacted], Director, Call Center Operations, attempted to contact Mr. [redacted]; however, the voicemail box was full and would not allow him to leave a message. Mr. [redacted] sent an e-mail communication to Mr. [redacted] advising him that we are in the process of investigating his complaint and for Mr. [redacted] to contact our office or otherwise to provide a convenient time that he may be contacted. There are no further notations on the account that Mr. [redacted] has contacted our office after this date. As of this date, the underlying loan has been cancelled and funds have not been re-disbursed to Mr. [redacted]. Personify prides itself on providing the highest level of customer service. It is and always will remain the goal of Personify to provide as high a level of customer service as possible in the financial services industry. Upon that occurrence when we may fall short of the mark, we will seek to take immediate steps to address and effectively resolve the issue. We want to thank Mr. [redacted] for bringing these concerns to our attention and are disappointed that we were not able to resolve the matter with the expediency that Mr. [redacted] was expecting; however, we wish to inform you that all company protocol and procedures were appropriately followed by our staff. These policies have been implemented to ensure that all loan funds are deposited as per our consumers’ directives, are appropriately disbursed and to counter any possible fraud. We hope to be able to work with Mr. [redacted] in the future and to assist with his borrowing needs. If Mr. [redacted] has additional questions, please have him contact our Customer Service Department via email at [email protected] or via telephone at (888) 590-1802. Representatives are available Monday through Friday 8am to 6pm and Saturday 8am to 5pm Central Time.      Sincerely, [redacted] Senior Director Compliance and Corporate Counsel Applied Data Finance, LLC d/b/a Personify Financial Phone:  (858) 275-2073 E-mail: s[redacted]@applieddatafinance.com

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 am not worried about the fact that the loan was declined I am upset with the fact that the company has my bank account information. And I want to know why the account number and routing number is needed if the loan was declined.
Regards,
[redacted]