We have again investigated the consumer’s allegations Based on interviews of Reliable Credit Association, Inc(“Reliable”) employees and a review of Reliable’s system notes and comments, the consumer’s allegations that Reliable would likely not finance her is unfounded On April 11, 2016, the consumer called Reliable, saying she wanted to submit an application to Reliable through a motorcycle dealership Reliable told the consumer that Reliable would be more than happy to process the application The consumer said she was concerned that her application would be turned down due to the consumer’s involvement with the collateral on another Reliable account That other account was charged off causing a loss to Reliable Reliable told the consumer that what occurred on the other account was a concern but should not be an issue as Reliable understood that the consumer did what she needed to do to protect her interest in the collateral Reliable again reiterated that Reliable would process her application As to the consumer’s request that her name be removed from the other account as a reference, the consumer is not listed on the other account as a reference The consumer’s name appears only in the system comments to that account Reliable cannot remove system comments, but those comments will not affect how Reliable processes future applications from the consumer or how Reliable conducts its underwriting process Reliable understands the consumer’s lack of trust that a loan will be processed and approved by Reliable and we apologize for any confusion arising from the April 11, telephone conversation However, Reliable is unable to tell the consumer (or any consumer) whether she will be approved for a loan without first processing an application Reliable continues to encourage the consumer to submit her application to Reliable for consideration If the consumer has additional questions or concerns, she should feel free to call me Michael A [redacted] Manager
Reliable Credit has attached it's response to complaint file # [redacted] .Thank you Revdex.com Complaint Response Complaint ID [redacted] submitted on 9/18/ The customer’s allegations are inaccurate in that no payments debited by Reliable Credit Association, Inc(WA) (“Reliable”) from their bank account were unauthorized Reliable’s records indicate that all payments identified in the complaint were in fact initiated by the customer via Reliable’s “eServices” website The following is an accurate chronology and description of payments and events, specific to the customer’s complaint: · 7/15/– The customer set up automatic (recurring) ACH payments of $to be debited on the 16th of each month, beginning on 7/16/(“Auto Pay 1”) (confirmation number provided to customer was [redacted] ) · 7/16/– July 16th payment that was preauthorized with Auto Pay 1; $posted to the customer’s account on 7/16/ · 8/17/– August 16th payment that was preauthorized with Auto Pay 1; $posted to the customer’s account on 8/17/(since 8/16/was a Sunday) · 8/17/– The customer made a one-time ACH payment of $340.78, effective 8/17/(confirmation number provided to customer was [redacted] ) · 8/17/– The customer set up additional automatic (recurring) ACH payments of $to be debited on the 16th of each month, beginning on 9/16/(“Auto Pay 2”) (confirmation number provided to customer was [redacted] ) · 8/19/– Reliable discussed the customer’s payment history with the customer and agreed to refund one of the 8/17/ACH payments Reliable was not aware at the time that · 8/20/– Reliable mailed the refund check to the customer but inadvertently addressed the envelope without the customer’s apartment number The envelope was subsequently returned to Reliable as undeliverable on 8/31/ · 9/8/– The other 8/17/ACH payment was returned by the customer’s bank for the ACH return reason, “customer advises not authorized.” Consistent with the terms of the customer’s retail installment contract, Reliable assessed a $fee for a returned payment · 9/15/– The customer made a one-time ACH payment of $340.78, effective 9/15/(confirmation number provided to customer was [redacted] ) · 9/16/– September 16th payment that was preauthorized with Auto Pay 1; $posted to the customer’s account on 9/16/ · 9/16/– September 16th payment that was preauthorized with Auto Pay 2; $posted to the customer’s account on 9/16/ · 9/18/– The customer deleted Auto Pay and Auto Pay (i.e., revoked authorization) In all cases, the customer initiated and expressly authorized ACH payments that were debited from their bank account Reliable apologizes for its error that resulted in a significant delay in refunding one of the 8/17/ACH payments As a gesture of goodwill and appreciation for the customer’s business, Reliable has reversed the $fee that was assessed on 9/8/ If there are any questions or concerns, please do not hesitate to contact us at [redacted]
Complaint: [redacted] I am rejecting this response because: I still have not received my money back Today is October 27, and to date I have not received a check I paid off my entire balance with Reliable Credit on October 2, which was well over $2, Knowing their own process better than I do, they should have quoted me The total balance due minus the $that they sent my bank the request to debit my account for the day before I called to pay off my loan I have been an excellent customer of theirs and don't believe I was ever late on a payment and even paid the loan off early I have yet to even receive an apology.........just an explanationIf they did mail a check why did they wait so long to mail it? I surely didn't receive a call saying that they were late in mailing a check to me and I was told they would mail it out the next day (October 7, 2015) not October 19, If they truly mailed a check maybe they should have called me to follow up and see if I had received it Whatever happened to customer service? We're sorry, we were wrong and we hope this didn't inconvenience you, would have gone a long way This complaint will only be resolved when I receive my money back and the check clears the bank Sincerely, [redacted]
On September 9, 2016, the consumer submitted a credit application to Reliable Credit Association, Inc(“Reliable”) via its website for an automobile loan in the amount of $5, A Credit Officer reviewed the consumer’s online application and noticed that the application lacked information about the specific vehicle or private party to make a final underwriting decision Accordingly, the Credit Officer called the consumer to obtain that information The consumer told the Credit Officer that she did not have an exact vehicle in mind but wanted to have financing completed before she visited dealerships Reliable does not make unsecured loans for $5,and needed more information about the vehicle before it could complete the underwriting process and give the applicant final approval The Credit Officer suggested that the applicant shop around and present Reliable with a vehicle description and price and Reliable would be happy to complete the underwriting process The consumer voiced disappointment that (1) her credit report was obtained even though Reliable could not complete its underwriting, and (2) the online credit application did not state that vehicle or dealer information was a stipulation to processing the application The Fair Credit Reporting Act (“FCRA”) allows a consumer reporting agency to furnish a consumer report to a person that “intends to use the information in connection with a credit transaction involving the consumer on whom the information is to be furnished and involving the extension of credit to, or review or collection of an account of, the consumer.” USC 1681b(1)(3)(A) Here, the consumer submitted a credit application to Reliable via its website for an automobile loan In other words, the consumer was requesting an extension of credit Therefore, Reliable had a permissible purpose under the FCRA to obtain her credit report at the time of her application Nothing in the FCRA prohibits Reliable, or any other creditor, from obtaining a credit report as a first step in underwriting Reliable is not required to wait until the end of its underwriting process to obtain a credit report The consumer appears to believe that vehicle information is a pre-requisite or stipulation to underwriting for a secured loan Reliable apologizes for any misunderstanding of its underwriting process Although the vehicle information will eventually be required to complete the underwriting process, it is not required to start the process (i.e., a credit application) We have reached out to the consumer to see how we can help her obtain the financing she requested and have received no response The consumer requests that we make a “correction to [her] credit report.” Although Reliable permissibly obtained her credit report, Reliable will submit a request to the credit reporting agencies (“CRAs”) to suppress the credit inquiry as a courtesy to the consumer Ultimately it is the CRAs choice whether or not to suppress the credit inquiry, not Reliable’s In this case because Reliable had a permissible purpose to obtain the credit report, we presume the CRAs will not suppress the inquiry
The consumer filed this Revdex.com complaint on April 10, On April 11, 2016, the consumer contacted Reliable Credit Association, Inc("Reliable") to discuss whether Reliable would finance the consumer's potential purchase of a motorcycle through [redacted] This consumer had some prior interactions with Reliable related to another Reliable account belonging to a different consumer Reliable suffered a large loss on that account The consumer expressed concern that Reliable may not finance the [redacted] purchase due to the issue with the other account Reliable advised the consumer that it would not be an issue and Reliable would be more than happy to process an application To date, Reliable has yet to receive an application from the consumer or [redacted]
Our customer set up her Reliable Credit Association, Inc(WA) (“Reliable”) account to be paid via automatic recurring electronic ACH payments from her bank account on the 5th of each month October 5, was a Monday In accordance with its ACH procedures, and in order to provide sufficient time for our customer’s bank to process the requested transaction, Reliable sent a NACHA file to its bank business days in advance, on Thursday, October 1, The NACHA file instructed our customer’s bank to debit her bank account on October 5th On October 2, 2015, our customer paid off her Reliable account in full Because the NACHA file had already been sent on October 1st, the payment was processed from her bank account on October 5th, as she had previously instructed There was no way for Reliable to cancel the October 5th paymentUnfortunately, a Reliable representative gave our customer erroneous refund information when she called to discuss the October 5th payment Reliable’s policy is to wait weeks after payment of non-certified funds before issuing a refund, unless Reliable receives verification prior to weeks that an ACH payment was received This allows Reliable to confirm that a payment will not be dishonored by the paying bank Our customer called Reliable on October 8, and a Reliable representative told her a refund check would be issued the same day The representative then failed to take steps to issue the refund immediately Reliable continued with its process and mailed a refund check to our customer on October 19, The Reliable representative has been re-trained on the proper way to handle refunds.To date the refund check has not been negotiated by our customer Reliable has called and left her a voice message to follow up on the refund We would be happy to assist her in getting the refund reissued to her, if necessary, and paying any bank fees that may have been assessed as a result of this unfortunate situation
On December 8, Reliable Credit Association, Inc(“Reliable”) purchased a retail installment contract (“contract”) between a consumer identified in the contract as Mr [redacted] and I-Carz Auto Sales (“I-Carz”) for the purchase of a vehicle Between December 3, and April 7, Reliable had numerous contacts with the consumer and he never mentioned to Reliable that the account was fraudulentThe defaulted contract was eventually assigned to a repossession company on April 14, The vehicle has never been recovered, and the contract remains in default Over five months later, on December 15, 2015, a consumer representing himself as Mr [redacted] called Reliable and claimed that he lost his driver’s license and the vehicle was fraudulently purchased in his name He stated that he filed a fraud claim with the police department and asked Reliable to send him a copy of the contract Pursuant to Reliable’s Identity Theft Prevention Program (“Program”), Reliable told Mr [redacted] that it needed a written request for the contract, a copy of the police report evidencing his claim of identity theft, and a copy of an identification document (i.e., his driver’s license) before Reliable could release the records He hung up the phone Immediately thereafter, Reliable twice called him back and he hung up both times He telephoned Reliable again on January 6, and asked if Reliable received the police report that he allegedly faxed Reliable had received no such documentation and gave him an email address where he could resend the police report To date Reliable has not received the requested information via fax, US mail or email Reliable would gladly provide him a copy of the contract if, in compliance with Reliable’s Program, he sends Reliable the previously requested documentation evidencing his claim of identity theft, or a properly completed affidavit of identity theft available at http://www.consumer.ftc.gov/articles/pdf-0094-identity-theft-affidavit.pdf,
We received the consumer’s complaint on October 20, The consumer complains that Reliable Credit Association, Inc(“Reliable”) will not honor a payoff amount we quoted to the consumer for his credit union to payoff his Reliable accountWe reviewed his account and conducted an investigation The results of that review and investigation reveal that the consumer’s credit union sent a check for the payoff amount eight (8) days after the payoff quoted to the consumer expired Accordingly, the payoff amount was short eight (8) days of interest As soon as Reliable alerted the credit union that the payoff was short, the credit union sent Reliable a check for the correct amountThe details are set forth below On September 9, 2017, the consumer entered into a retail installment contract (“contract”) with Huntsman Wholesale (“dealer”) for the purchase of a vehicle The contract stated that monthly payments were due on the ninth day of each month starting October 9, All terms of the contract were negotiated between the consumer and the dealerThe contract was subsequently assigned to Reliable Credit Association, Inc(“Reliable”) On September 14, Reliable purchased the contract That same day Reliable sent the consumer a Welcome Letter detailing the terms of the account, including the APR, the payment amount, and the first payment due date of October Reliable‘s next contact with the consumer was on September when he called requesting a payoff good for two weeks Reliable provided him the payoff which was good until October 11, The amount of the payoff was $16, Reliable received a check for $16,from Idaho Central Credit Union (“ICCU”) on October 19, 2017, eight (8) days after the quoted payoff amount expiredReliable contacted the ICCU and informed it that the payoff was $short of the amount required to get the account paid in fullICCU said it would send out the check for this difference the next morningThe difference was received by Reliable on October and the title was mailed to ICCU per their instructions on October We note that the consumer complains that Reliable called him five times within two weeksMost of the calls were messages left with the consumer to discuss the vehicle purchase before Reliable decided whether to purchase the contract from the dealerOne of the calls was a September call where Reliable actually spoke with the consumerThe only other call to the consumer was placed on October to follow up on the consumer’s past due October paymentAt this time, Reliable had not yet received the payoff check from ICCU The consumer requested that Reliable stop callingReliable complied with his request There are no notes or comments in the consumer’s account that he requested a due date changeHowever, it is Reliable’s policy that a due date change is not permitted until a customer has made at least one payment on the account This consumer never made a payment before his account was paid off by ICCU Even if a due date change was available it would not have changed the interest that accrued from October (the date the payoff expired) to October (the date Reliable received the short payoff) The payoff would have been short by the same amount If the consumer has additional questions or would like further information, he should feel free to contact me directly at (208) 288-ext *** Sincerely, Shawn S [redacted] Manager
Revdex.com complaint case # [redacted] Reliable Credit Association,Inc(“RCA”) has completed an internal review of this matter Mr [redacted] was delinquent on his auto loanwhich resulted in repossession after several attempts by phone and mail tocontact him with no response During thecourse of the repossession there was damage to the lower front bumper andquarter panel, the repossession company filed a claim with their insurancecompany and Mr [redacted] was notified directly with the claim information Mr [redacted] did pay his balance in full withRCA to redeem the vehicleThe debtor may contact medirectly at [redacted] to discuss his account further during our normalbusiness hoursSarah B***Reliable Credit Association,Inc.Manager
Complaint: [redacted] I am rejecting this response because: first off you never called me whatever number you have is not me so please don't state I hung up on you guys twicesecond you guys were in contact with the person who took my identity I barely found out about the account and called in do you guys have the recordings? please match them to when I called in as its not the same personI faxed the paperwork twice to you guys and have emailed the FTC AFFDAVIT over so that you guys cane help me fix the issueYour repo company must not be no good as I got a bill from a tow yard for almost 6k stating they have a vehicle of mineI have not gotten any vehicle from this place as if you check all the information out you will find that is not me you guys have not even look into the matter I am a victim of fraud and im getting treated like I did something wrongI have emailed over again the Ftc papers to brent he said they will be put in the file and that was it he said he does not deal with this type of issue and I would have to speak to someone else that can help me.Sincerely, [redacted] ***
The consumer enrolled in Reliable Credit Association, Inc(WA)’s (“Reliable”) eServices online portal on October 23, The eServices portal allows Reliable customers to manage their account online Customers can make a single payment, set up automatic payments, view account details and history, and update personal information On March 4, 2016, the consumer logged into eServices and set up automatic payments, specifically, recurring monthly payments from the consumer’s account with a credit union (“recurring ACH”) The consumer chose for recurring ACH payments to begin on April 4, but with payments to pull on the 3rd day of the month Because April had already passed, the first recurring ACH payment was scheduled for the next month, May 3, Even though the consumer set up recurring ACH payments, the consumer also logged into eServices again on April 29, and scheduled a one-time ACH payment for that same day The recurring ACH payment was not cancelled by the consumer, and pulled, as scheduled, on May 3, This recurring ACH payment was returned to Reliable as unpaid due to insufficient funds The occurrence of the two payments (the recurring ACH and one-time ACH) resulted from the consumer’s own request, not an error of Reliable or its online portal When the consumer contacted Reliable, our representative tried to explain that the May 3, payment was not Reliable’s error and the consumer initiated the request for both payments It is not unusual for Reliable customers to intentionally make double payments or pay ahead on their accounts Reliable explained to the consumer that Reliable cannot delete any scheduled ACH payment without the customer’s instructions and permission to do so Here, the consumer did not ask Reliable to cancel the May 3, scheduled payment In regards to the May 3, payment being run a second time, it is Reliable’s policy (and standard in the industry) to automatically redeposit ACH payments returned due to insufficient funds This is also disclosed in Reliable’s Automatic Payment Terms and Conditions, which the consumer expressly consented to prior to submitting the recurring ACH Specifically, the terms and conditions state, “If a payment is rejected by your financial institution for any reason (other than a stop payment request or termination of your authorization), including without limitation insufficient or uncollected funds in your “Pay From” account, you understand that Reliable may in its discretion attempt to process the payment again for a period of up to days.” Reliable representatives do not have control over, and cannot stop, the redeposit Understandably the consumer was upset each time she called into the office to discuss the payment issue Upon hearing that Reliable could not cancel the ACH payments or the redeposit, the consumer abruptly ended the conversation Reliable understands the consumer’s frustration and is sorry to learn that the consumer can no longer afford the payments I encourage the consumer call Reliable’s Lynwood branch office and ask to speak with a manager to discuss her options, including voluntarily returning the vehicle
March 18, RE: Complaint ID [redacted] The consumers’ complaint arises from a miscommunication between Reliable Credit Association, Inc(“Reliable”) and the consumers regarding payments made to keep their account current during the pendency of a guaranteed asset protection waiver (“GAP Waiver”) claim Reliable and the consumers discussed the issue on March 8, and March 9, and were able to resolve the matter on March The background facts and resolution are set forth below On March 20, 2015, the consumers entered in a loan agreement with Reliable The consumers pledged a Chevrolet Silverado (“Chevrolet”) and a Chrysler 300M (“Chrysler”) as collateral The vehicles were insured by State Farm Insurance In addition, the consumers purchased a GAP Waiver On October 23, 2015, the consumers informed Reliable that the Chrysler was involved in an accident and was a total loss On November 17, 2015, Reliable received a check from State Farm Insurance for the total loss of the Chrysler, which was applied to the consumers’ loan account as a principal reduction Reliable then filed a claim with the GAP Waiver product administrator on the consumers’ behalf At this time, the consumers expressed concern about affording the monthly installments on the loan account Due to the total loss of the Chrysler and the pending GAP Waiver claim, Reliable agreed to accept a monthly payment of $on the loan account to advance the account to the next due date until the GAP Waiver claim was resolved Such payments were made on the loan account in November and December Reliable’s acceptance of these partial payments helped the consumers to avoid being assessed any late charges The GAP Waiver claim unfortunately took longer than expected and was ultimately denied on January 22, Reliable advised the consumers of the denial and the consumers expressed dissatisfaction over the time involved with the GAP Waiver claim and the interest that had accrued on the account during this time As a courtesy, Reliable reamortized the consumers’ account to reduce the monthly payment amount and changed the monthly due date to a date chosen by the consumers The consumers made the full reamoritzied monthly payments on the loan account in February and March Due to the $payments made in November and December 2015, the consumers’ account had accrued interest and the February and March payments were applied to the accrued interest only (i.e., the payments were not enough to pay down principal) On March 8, 2016, the consumers telephoned Reliable as they were upset that the payments were not applied to the loan’s principal balance At this time, Reliable realized there was confusion regarding Reliable’s agreement to accept the $partial payments Reliable accepted those payments not as full monthly payments, but as a courtesy to the consumers to advance the account to the next due date while the GAP Waiver claim was pending The simple interest loan continued to accrue interest during this time Upon realizing the miscommunication, Reliable offered to refund the consumers all interest on the loan account that accrued between November 17, (the date Reliable received the check for the total loss) and February 8, (the date of the first monthly payment after the GAP Waiver claim was denied and the account was reamortized) That amount was approximately $ On March 9, 2016, Reliable and the consumers agreed to resolve the matter for a total of $to be split evenly between two accounts the consumers hold at Reliable -- the loan account and a retail installment contract account for another vehicle that the consumers purchased to replace the Chrysler On March 11, Reliable credited the principal balance of each of the consumers’ accounts $ On March 14, Reliable sent the consumers account statements reflecting the credits If the consumers have any questions, they are encouraged to contact Reliable
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]
We spoke to our valued customer on October 27th We explained what happened and why the automatic payment was processed after she paid off her account We apologized for the inconvenience Our customer requested that we overnight a new check and we did so via Fed Ex on October 28th Today, October 29th, we confirmed with [redacted] that the envelope containing the check was delivered to the address specified by the customer We also called the customer and left a voicemail notifying her that [redacted] confirmed delivery and we asked her to call us if she did not receive it
We have again investigated the consumer’s allegations Based on interviews of Reliable Credit Association, Inc(“Reliable”) employees and a review of Reliable’s system notes and comments, the consumer’s allegations that Reliable would likely not finance her is unfounded On April 11, 2016, the consumer called Reliable, saying she wanted to submit an application to Reliable through a motorcycle dealership Reliable told the consumer that Reliable would be more than happy to process the application The consumer said she was concerned that her application would be turned down due to the consumer’s involvement with the collateral on another Reliable account That other account was charged off causing a loss to Reliable Reliable told the consumer that what occurred on the other account was a concern but should not be an issue as Reliable understood that the consumer did what she needed to do to protect her interest in the collateral Reliable again reiterated that Reliable would process her application As to the consumer’s request that her name be removed from the other account as a reference, the consumer is not listed on the other account as a reference The consumer’s name appears only in the system comments to that account Reliable cannot remove system comments, but those comments will not affect how Reliable processes future applications from the consumer or how Reliable conducts its underwriting process Reliable understands the consumer’s lack of trust that a loan will be processed and approved by Reliable and we apologize for any confusion arising from the April 11, telephone conversation However, Reliable is unable to tell the consumer (or any consumer) whether she will be approved for a loan without first processing an application Reliable continues to encourage the consumer to submit her application to Reliable for consideration If the consumer has additional questions or concerns, she should feel free to call me Michael A [redacted] Manager
Reliable Credit has attached it's response to complaint file # [redacted] .Thank you Revdex.com Complaint Response Complaint ID [redacted] submitted on 9/18/ The customer’s allegations are inaccurate in that no payments debited by Reliable Credit Association, Inc(WA) (“Reliable”) from their bank account were unauthorized Reliable’s records indicate that all payments identified in the complaint were in fact initiated by the customer via Reliable’s “eServices” website The following is an accurate chronology and description of payments and events, specific to the customer’s complaint: · 7/15/– The customer set up automatic (recurring) ACH payments of $to be debited on the 16th of each month, beginning on 7/16/(“Auto Pay 1”) (confirmation number provided to customer was [redacted] ) · 7/16/– July 16th payment that was preauthorized with Auto Pay 1; $posted to the customer’s account on 7/16/ · 8/17/– August 16th payment that was preauthorized with Auto Pay 1; $posted to the customer’s account on 8/17/(since 8/16/was a Sunday) · 8/17/– The customer made a one-time ACH payment of $340.78, effective 8/17/(confirmation number provided to customer was [redacted] ) · 8/17/– The customer set up additional automatic (recurring) ACH payments of $to be debited on the 16th of each month, beginning on 9/16/(“Auto Pay 2”) (confirmation number provided to customer was [redacted] ) · 8/19/– Reliable discussed the customer’s payment history with the customer and agreed to refund one of the 8/17/ACH payments Reliable was not aware at the time that · 8/20/– Reliable mailed the refund check to the customer but inadvertently addressed the envelope without the customer’s apartment number The envelope was subsequently returned to Reliable as undeliverable on 8/31/ · 9/8/– The other 8/17/ACH payment was returned by the customer’s bank for the ACH return reason, “customer advises not authorized.” Consistent with the terms of the customer’s retail installment contract, Reliable assessed a $fee for a returned payment · 9/15/– The customer made a one-time ACH payment of $340.78, effective 9/15/(confirmation number provided to customer was [redacted] ) · 9/16/– September 16th payment that was preauthorized with Auto Pay 1; $posted to the customer’s account on 9/16/ · 9/16/– September 16th payment that was preauthorized with Auto Pay 2; $posted to the customer’s account on 9/16/ · 9/18/– The customer deleted Auto Pay and Auto Pay (i.e., revoked authorization) In all cases, the customer initiated and expressly authorized ACH payments that were debited from their bank account Reliable apologizes for its error that resulted in a significant delay in refunding one of the 8/17/ACH payments As a gesture of goodwill and appreciation for the customer’s business, Reliable has reversed the $fee that was assessed on 9/8/ If there are any questions or concerns, please do not hesitate to contact us at [redacted]
Complaint: [redacted] I am rejecting this response because: I still have not received my money back Today is October 27, and to date I have not received a check I paid off my entire balance with Reliable Credit on October 2, which was well over $2, Knowing their own process better than I do, they should have quoted me The total balance due minus the $that they sent my bank the request to debit my account for the day before I called to pay off my loan I have been an excellent customer of theirs and don't believe I was ever late on a payment and even paid the loan off early I have yet to even receive an apology.........just an explanationIf they did mail a check why did they wait so long to mail it? I surely didn't receive a call saying that they were late in mailing a check to me and I was told they would mail it out the next day (October 7, 2015) not October 19, If they truly mailed a check maybe they should have called me to follow up and see if I had received it Whatever happened to customer service? We're sorry, we were wrong and we hope this didn't inconvenience you, would have gone a long way This complaint will only be resolved when I receive my money back and the check clears the bank Sincerely, [redacted]
On September 9, 2016, the consumer submitted a credit application to Reliable Credit Association, Inc(“Reliable”) via its website for an automobile loan in the amount of $5, A Credit Officer reviewed the consumer’s online application and noticed that the application lacked information about the specific vehicle or private party to make a final underwriting decision Accordingly, the Credit Officer called the consumer to obtain that information The consumer told the Credit Officer that she did not have an exact vehicle in mind but wanted to have financing completed before she visited dealerships Reliable does not make unsecured loans for $5,and needed more information about the vehicle before it could complete the underwriting process and give the applicant final approval The Credit Officer suggested that the applicant shop around and present Reliable with a vehicle description and price and Reliable would be happy to complete the underwriting process The consumer voiced disappointment that (1) her credit report was obtained even though Reliable could not complete its underwriting, and (2) the online credit application did not state that vehicle or dealer information was a stipulation to processing the application The Fair Credit Reporting Act (“FCRA”) allows a consumer reporting agency to furnish a consumer report to a person that “intends to use the information in connection with a credit transaction involving the consumer on whom the information is to be furnished and involving the extension of credit to, or review or collection of an account of, the consumer.” USC 1681b(1)(3)(A) Here, the consumer submitted a credit application to Reliable via its website for an automobile loan In other words, the consumer was requesting an extension of credit Therefore, Reliable had a permissible purpose under the FCRA to obtain her credit report at the time of her application Nothing in the FCRA prohibits Reliable, or any other creditor, from obtaining a credit report as a first step in underwriting Reliable is not required to wait until the end of its underwriting process to obtain a credit report The consumer appears to believe that vehicle information is a pre-requisite or stipulation to underwriting for a secured loan Reliable apologizes for any misunderstanding of its underwriting process Although the vehicle information will eventually be required to complete the underwriting process, it is not required to start the process (i.e., a credit application) We have reached out to the consumer to see how we can help her obtain the financing she requested and have received no response The consumer requests that we make a “correction to [her] credit report.” Although Reliable permissibly obtained her credit report, Reliable will submit a request to the credit reporting agencies (“CRAs”) to suppress the credit inquiry as a courtesy to the consumer Ultimately it is the CRAs choice whether or not to suppress the credit inquiry, not Reliable’s In this case because Reliable had a permissible purpose to obtain the credit report, we presume the CRAs will not suppress the inquiry
The consumer filed this Revdex.com complaint on April 10, On April 11, 2016, the consumer contacted Reliable Credit Association, Inc("Reliable") to discuss whether Reliable would finance the consumer's potential purchase of a motorcycle through [redacted] This consumer had some prior interactions with Reliable related to another Reliable account belonging to a different consumer Reliable suffered a large loss on that account The consumer expressed concern that Reliable may not finance the [redacted] purchase due to the issue with the other account Reliable advised the consumer that it would not be an issue and Reliable would be more than happy to process an application To date, Reliable has yet to receive an application from the consumer or [redacted]
Our customer set up her Reliable Credit Association, Inc(WA) (“Reliable”) account to be paid via automatic recurring electronic ACH payments from her bank account on the 5th of each month October 5, was a Monday In accordance with its ACH procedures, and in order to provide sufficient time for our customer’s bank to process the requested transaction, Reliable sent a NACHA file to its bank business days in advance, on Thursday, October 1, The NACHA file instructed our customer’s bank to debit her bank account on October 5th On October 2, 2015, our customer paid off her Reliable account in full Because the NACHA file had already been sent on October 1st, the payment was processed from her bank account on October 5th, as she had previously instructed There was no way for Reliable to cancel the October 5th paymentUnfortunately, a Reliable representative gave our customer erroneous refund information when she called to discuss the October 5th payment Reliable’s policy is to wait weeks after payment of non-certified funds before issuing a refund, unless Reliable receives verification prior to weeks that an ACH payment was received This allows Reliable to confirm that a payment will not be dishonored by the paying bank Our customer called Reliable on October 8, and a Reliable representative told her a refund check would be issued the same day The representative then failed to take steps to issue the refund immediately Reliable continued with its process and mailed a refund check to our customer on October 19, The Reliable representative has been re-trained on the proper way to handle refunds.To date the refund check has not been negotiated by our customer Reliable has called and left her a voice message to follow up on the refund We would be happy to assist her in getting the refund reissued to her, if necessary, and paying any bank fees that may have been assessed as a result of this unfortunate situation
On December 8, Reliable Credit Association, Inc(“Reliable”) purchased a retail installment contract (“contract”) between a consumer identified in the contract as Mr [redacted] and I-Carz Auto Sales (“I-Carz”) for the purchase of a vehicle Between December 3, and April 7, Reliable had numerous contacts with the consumer and he never mentioned to Reliable that the account was fraudulentThe defaulted contract was eventually assigned to a repossession company on April 14, The vehicle has never been recovered, and the contract remains in default Over five months later, on December 15, 2015, a consumer representing himself as Mr [redacted] called Reliable and claimed that he lost his driver’s license and the vehicle was fraudulently purchased in his name He stated that he filed a fraud claim with the police department and asked Reliable to send him a copy of the contract Pursuant to Reliable’s Identity Theft Prevention Program (“Program”), Reliable told Mr [redacted] that it needed a written request for the contract, a copy of the police report evidencing his claim of identity theft, and a copy of an identification document (i.e., his driver’s license) before Reliable could release the records He hung up the phone Immediately thereafter, Reliable twice called him back and he hung up both times He telephoned Reliable again on January 6, and asked if Reliable received the police report that he allegedly faxed Reliable had received no such documentation and gave him an email address where he could resend the police report To date Reliable has not received the requested information via fax, US mail or email Reliable would gladly provide him a copy of the contract if, in compliance with Reliable’s Program, he sends Reliable the previously requested documentation evidencing his claim of identity theft, or a properly completed affidavit of identity theft available at http://www.consumer.ftc.gov/articles/pdf-0094-identity-theft-affidavit.pdf,
We received the consumer’s complaint on October 20, The consumer complains that Reliable Credit Association, Inc(“Reliable”) will not honor a payoff amount we quoted to the consumer for his credit union to payoff his Reliable accountWe reviewed his account and conducted an investigation The results of that review and investigation reveal that the consumer’s credit union sent a check for the payoff amount eight (8) days after the payoff quoted to the consumer expired Accordingly, the payoff amount was short eight (8) days of interest As soon as Reliable alerted the credit union that the payoff was short, the credit union sent Reliable a check for the correct amountThe details are set forth below On September 9, 2017, the consumer entered into a retail installment contract (“contract”) with Huntsman Wholesale (“dealer”) for the purchase of a vehicle The contract stated that monthly payments were due on the ninth day of each month starting October 9, All terms of the contract were negotiated between the consumer and the dealerThe contract was subsequently assigned to Reliable Credit Association, Inc(“Reliable”) On September 14, Reliable purchased the contract That same day Reliable sent the consumer a Welcome Letter detailing the terms of the account, including the APR, the payment amount, and the first payment due date of October Reliable‘s next contact with the consumer was on September when he called requesting a payoff good for two weeks Reliable provided him the payoff which was good until October 11, The amount of the payoff was $16, Reliable received a check for $16,from Idaho Central Credit Union (“ICCU”) on October 19, 2017, eight (8) days after the quoted payoff amount expiredReliable contacted the ICCU and informed it that the payoff was $short of the amount required to get the account paid in fullICCU said it would send out the check for this difference the next morningThe difference was received by Reliable on October and the title was mailed to ICCU per their instructions on October We note that the consumer complains that Reliable called him five times within two weeksMost of the calls were messages left with the consumer to discuss the vehicle purchase before Reliable decided whether to purchase the contract from the dealerOne of the calls was a September call where Reliable actually spoke with the consumerThe only other call to the consumer was placed on October to follow up on the consumer’s past due October paymentAt this time, Reliable had not yet received the payoff check from ICCU The consumer requested that Reliable stop callingReliable complied with his request There are no notes or comments in the consumer’s account that he requested a due date changeHowever, it is Reliable’s policy that a due date change is not permitted until a customer has made at least one payment on the account This consumer never made a payment before his account was paid off by ICCU Even if a due date change was available it would not have changed the interest that accrued from October (the date the payoff expired) to October (the date Reliable received the short payoff) The payoff would have been short by the same amount If the consumer has additional questions or would like further information, he should feel free to contact me directly at (208) 288-ext *** Sincerely, Shawn S [redacted] Manager
Revdex.com complaint case # [redacted] Reliable Credit Association,Inc(“RCA”) has completed an internal review of this matter Mr [redacted] was delinquent on his auto loanwhich resulted in repossession after several attempts by phone and mail tocontact him with no response During thecourse of the repossession there was damage to the lower front bumper andquarter panel, the repossession company filed a claim with their insurancecompany and Mr [redacted] was notified directly with the claim information Mr [redacted] did pay his balance in full withRCA to redeem the vehicleThe debtor may contact medirectly at [redacted] to discuss his account further during our normalbusiness hoursSarah B***Reliable Credit Association,Inc.Manager
Complaint: [redacted] I am rejecting this response because: first off you never called me whatever number you have is not me so please don't state I hung up on you guys twicesecond you guys were in contact with the person who took my identity I barely found out about the account and called in do you guys have the recordings? please match them to when I called in as its not the same personI faxed the paperwork twice to you guys and have emailed the FTC AFFDAVIT over so that you guys cane help me fix the issueYour repo company must not be no good as I got a bill from a tow yard for almost 6k stating they have a vehicle of mineI have not gotten any vehicle from this place as if you check all the information out you will find that is not me you guys have not even look into the matter I am a victim of fraud and im getting treated like I did something wrongI have emailed over again the Ftc papers to brent he said they will be put in the file and that was it he said he does not deal with this type of issue and I would have to speak to someone else that can help me.Sincerely, [redacted] ***
The consumer enrolled in Reliable Credit Association, Inc(WA)’s (“Reliable”) eServices online portal on October 23, The eServices portal allows Reliable customers to manage their account online Customers can make a single payment, set up automatic payments, view account details and history, and update personal information On March 4, 2016, the consumer logged into eServices and set up automatic payments, specifically, recurring monthly payments from the consumer’s account with a credit union (“recurring ACH”) The consumer chose for recurring ACH payments to begin on April 4, but with payments to pull on the 3rd day of the month Because April had already passed, the first recurring ACH payment was scheduled for the next month, May 3, Even though the consumer set up recurring ACH payments, the consumer also logged into eServices again on April 29, and scheduled a one-time ACH payment for that same day The recurring ACH payment was not cancelled by the consumer, and pulled, as scheduled, on May 3, This recurring ACH payment was returned to Reliable as unpaid due to insufficient funds The occurrence of the two payments (the recurring ACH and one-time ACH) resulted from the consumer’s own request, not an error of Reliable or its online portal When the consumer contacted Reliable, our representative tried to explain that the May 3, payment was not Reliable’s error and the consumer initiated the request for both payments It is not unusual for Reliable customers to intentionally make double payments or pay ahead on their accounts Reliable explained to the consumer that Reliable cannot delete any scheduled ACH payment without the customer’s instructions and permission to do so Here, the consumer did not ask Reliable to cancel the May 3, scheduled payment In regards to the May 3, payment being run a second time, it is Reliable’s policy (and standard in the industry) to automatically redeposit ACH payments returned due to insufficient funds This is also disclosed in Reliable’s Automatic Payment Terms and Conditions, which the consumer expressly consented to prior to submitting the recurring ACH Specifically, the terms and conditions state, “If a payment is rejected by your financial institution for any reason (other than a stop payment request or termination of your authorization), including without limitation insufficient or uncollected funds in your “Pay From” account, you understand that Reliable may in its discretion attempt to process the payment again for a period of up to days.” Reliable representatives do not have control over, and cannot stop, the redeposit Understandably the consumer was upset each time she called into the office to discuss the payment issue Upon hearing that Reliable could not cancel the ACH payments or the redeposit, the consumer abruptly ended the conversation Reliable understands the consumer’s frustration and is sorry to learn that the consumer can no longer afford the payments I encourage the consumer call Reliable’s Lynwood branch office and ask to speak with a manager to discuss her options, including voluntarily returning the vehicle
March 18, RE: Complaint ID [redacted] The consumers’ complaint arises from a miscommunication between Reliable Credit Association, Inc(“Reliable”) and the consumers regarding payments made to keep their account current during the pendency of a guaranteed asset protection waiver (“GAP Waiver”) claim Reliable and the consumers discussed the issue on March 8, and March 9, and were able to resolve the matter on March The background facts and resolution are set forth below On March 20, 2015, the consumers entered in a loan agreement with Reliable The consumers pledged a Chevrolet Silverado (“Chevrolet”) and a Chrysler 300M (“Chrysler”) as collateral The vehicles were insured by State Farm Insurance In addition, the consumers purchased a GAP Waiver On October 23, 2015, the consumers informed Reliable that the Chrysler was involved in an accident and was a total loss On November 17, 2015, Reliable received a check from State Farm Insurance for the total loss of the Chrysler, which was applied to the consumers’ loan account as a principal reduction Reliable then filed a claim with the GAP Waiver product administrator on the consumers’ behalf At this time, the consumers expressed concern about affording the monthly installments on the loan account Due to the total loss of the Chrysler and the pending GAP Waiver claim, Reliable agreed to accept a monthly payment of $on the loan account to advance the account to the next due date until the GAP Waiver claim was resolved Such payments were made on the loan account in November and December Reliable’s acceptance of these partial payments helped the consumers to avoid being assessed any late charges The GAP Waiver claim unfortunately took longer than expected and was ultimately denied on January 22, Reliable advised the consumers of the denial and the consumers expressed dissatisfaction over the time involved with the GAP Waiver claim and the interest that had accrued on the account during this time As a courtesy, Reliable reamortized the consumers’ account to reduce the monthly payment amount and changed the monthly due date to a date chosen by the consumers The consumers made the full reamoritzied monthly payments on the loan account in February and March Due to the $payments made in November and December 2015, the consumers’ account had accrued interest and the February and March payments were applied to the accrued interest only (i.e., the payments were not enough to pay down principal) On March 8, 2016, the consumers telephoned Reliable as they were upset that the payments were not applied to the loan’s principal balance At this time, Reliable realized there was confusion regarding Reliable’s agreement to accept the $partial payments Reliable accepted those payments not as full monthly payments, but as a courtesy to the consumers to advance the account to the next due date while the GAP Waiver claim was pending The simple interest loan continued to accrue interest during this time Upon realizing the miscommunication, Reliable offered to refund the consumers all interest on the loan account that accrued between November 17, (the date Reliable received the check for the total loss) and February 8, (the date of the first monthly payment after the GAP Waiver claim was denied and the account was reamortized) That amount was approximately $ On March 9, 2016, Reliable and the consumers agreed to resolve the matter for a total of $to be split evenly between two accounts the consumers hold at Reliable -- the loan account and a retail installment contract account for another vehicle that the consumers purchased to replace the Chrysler On March 11, Reliable credited the principal balance of each of the consumers’ accounts $ On March 14, Reliable sent the consumers account statements reflecting the credits If the consumers have any questions, they are encouraged to contact Reliable
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]
We spoke to our valued customer on October 27th We explained what happened and why the automatic payment was processed after she paid off her account We apologized for the inconvenience Our customer requested that we overnight a new check and we did so via Fed Ex on October 28th Today, October 29th, we confirmed with [redacted] that the envelope containing the check was delivered to the address specified by the customer We also called the customer and left a voicemail notifying her that [redacted] confirmed delivery and we asked her to call us if she did not receive it