RentTrack, LLC

? I am rejecting this response because: I requested the service with the understanding it would report my entire dental historyInstead it appeared on my credit as a new account with only a 3-month history, when our history with [redacted] began in May of [redacted] hired them to collect rent and report as them and it should do so accuratelyIt is untrue to say my lease started in October of 2017.? I asked to close my account and remove everything reported to the credit bureaus if they could not go back to the beginning of my lease and report my true and accurate history of paying rentThey closed my account but dis not remove what they reportedIt still appears as a new account with a short historyThat is wrong and unfair to me as the consumer.? ?

We contacted [redacted] to let him know about this error as soon as we were aware of itAs we mentioned in our original email to [redacted] letting him know about this issue, we do take rent payments very seriouslyHowever, ultimately the responsibility for making an on-time payment remains with those who use our serviceWe gave [redacted] as much notice as possible about this issue so that there would be more than enough time to schedule an online paymentBut even if that option was unavailable to him, he had other options like cash or a money order for paying his landlord on time.However, we did our best to acknowledge that an error was made on our part and offered [redacted] a gift card as an apologyWe do take responsibility for the issue that caused his payment to be canceledThis is something that has only happened in very rare cases when identity verification takes longer than usualBut ultimately, we gave [redacted] as much heads up about this issue as possible, and there should have been enough time for him to pay on time using a different method.Finally, it is worth mentioning that because of this issue, we did not report any data about Paul's rent payment to credit bureausIf he wishes, [redacted] will be able to build positive credit history for future months.? ?

? I am rejecting this response because:While their response does answer some questions such as how they verify the information by using outside databases, in still left wondering how I failed verification when they received a copy of my driver's license, I answered specific questions from my credit profile, I had all the current and correct information and to who I am.? I provided them direct access to my personal bank account with proper username and password.? If I wasn't who I said I was then I'm not sure what else they could possibly need to verify who I am.? I feel like exposed, to provide so much direct accurate personal information about myself and to be told I failed to verify who I amI'm curious what they require to verify someone is who they say they are.? Then to say they can't reapply or further investigate make the entire process seem suspicious and I'm very concerned there is more going on with this companytheir responses are generic and dont give anything specificthey are shifty and seem to change their answers.? I wondering if I should move forward with a justice department complaintthere should be no reason a company can take so much specific information about someone and say they can't verify who they are and just leave them hanging.? ?

? I am rejecting this response because: Renttrack did not have permission to save our payment information which is what led to the error occurring in the first placeMs [redacted] gave my husband an excuse that they must save our payment information in order to process our paymentShe said that our payment is securely tokenized.? We have a hard time believing that a system that is encrypted for security would automatically save payment sources without the user's consent or knowledgeSecondly, Ms [redacted] also failed to acknowledge that they tried to withdraw one payment from two separate accounts on the same dayMy husband and I find it apparent that renttrack is not a replicable company because they automatically save information without consent, they have attempted to collect double payment and instead of working with their customers they take advantage of their customers misfortune and blame them for itMeanwhile, they are giving excuses to absolve themselves from their contribution to the error being made in the first placeWe have contacted our credit union that the NSF fees came out ofThey have credited our money back and are investigating this companyWe appreciate your help in this matter but we will be moving this complaint to a federal investigatorThank you for your time, [redacted] ***

[redacted] emailed RentTrack under the email [email protected] asking us to cancel his account We cancelled this account for him which cancelled any subscriptions or future payments He never notified us that he had set up another account under a different email He had opted into Credit Protection/ScoreTrack and it was charging him $per month [redacted] added his credit card and opted into this program He is notified that this subscription will continue to charge him $until he cancel the account He never mentioned to us that he had two different accounts We have refunded $for the 2018-02-payment and $for 2018-01-payment We have cancelled his Credit Protection/Scoretrack so no future payments will be charged We have notified [redacted] of both refunds

We have been working with [redacted] on this issueThere was an issue on RentTrack's part and we reached out to [redacted] letting her know of the issue, also offering to pay for any fees, as well as providing a gift cardWe are truly sorry this happened and [redacted] has been extremely inconveniencedAlso there was a miscommunication between RentTrack and Caldwell Banker/Apex as we clarified the issue with them originally but their automated reporting was not corrected causing the inaccurate letters? Regarding [redacted] 's specific requests belowI need RENTTRACK to communicate with Caldwell Banker/Apex and get this cleared upDoneTheir? automated reporting was not corrected causing the inaccurate letters I need RENTTRACK to pay all of the NSF fees late fees etc to my bank Credit Union Of Texas and to Caldwell Banker/ApexDefinitely, we offered to pay any NSF fees right away as this was not [redacted] 's faultI need a letter for my bank explaining the computer error issue and the NSF removed from my banking historyWe can send this to [redacted] or the person at her bankI need a letter addressing the eviction notice and delinquency letters having been sent to me in error on the side of the business and of no fault of my ownand stating that my rent was paid on timeWe corrected this with Apex.A call from the director of RENTTRACKDefinitely we have had our head of support working directly with [redacted]

Ms [redacted] unfortunately signed in and intentionally made two payments online, on November 10th and 13thMs [redacted] put in the wrong amount for her second payment and did not pay attention to the amount she was payingRentTrack clearly displays times throughout the payment process exactly the total amount a resident is paying as well as in follow up emails that are sent to residents.When Ms [redacted] contacted RentTrack and informed us of her error, we let her property manager know and refunded her mistaken payment as soon as possible so she would have those funds returnedBecause this was completely user initiated and a user error RentTrack does cover bank fees that the residents bank chargesWhile we certainly appreciate the situation Ms [redacted] put herself in, all RentTrack users must be responsible for their own actions

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 me

We take on-time rent payments very seriouslyThere was more going on in this situation.? The first time that the customer was charged a late fee, we knew of no reason why the check would be lateSo, we checked in with the property manager, who found the check in their safeThey had received it, but had not cashed it, and mistakenly charged her a late feeThey waived this fee because of their error.? The second time that this customer was charged a late fee, the check was delivered past the due dateHer payment was processed on December 20thImmediately, we sent her an email letting her know that it would not be delivered until January 3rd, due to holiday mail delaysShe responded to our email on the 21st, and we explained the situationWe received no response until January 4th, when she sent us a complaint that she had been charged a late feeShe had ten days between when we informed her about the delivery date and when her rent was due to make alternate arrangements to pay rentWe could have refunded her payment in time for her to pay with a check or money order, but we could not do that without her authorization.? The customer states that "it was their responsibility to pay my rent on time." Our customers use RentTrack to pay their rent and build credit - but it is still their responsibility to pay rent on timeThat said, we are committed to earning our customer's trust, so whenever we become aware of an issue that could affect their rent payment, we let them know right away, as we did in this caseA late payment could have been prevented, but she did not take the appropriate action to make sure rent was paid on timeUltimately, we can't be responsible for late fees, especially in situations where we provide ample notice of delivery issues.? We do regret that her payment was delivered later than it should have beenWhat we can do is refund our check delivery & rent reporting fee for that monthWe will reach out to her via email to let her know

*** *** processed a payment on the 3rd of July from an account ending in ***. The payment source was added by *** *** on 2018-05-and nicknamed "PS Credit Union." When ***'s July 3rd payment began processing she received a receipt, which I have attached, letting her
know the last four digits of the account that she used. *** logged in on July 7th and used the exact same payment source. RentTrack allows you to delete payment sources. When ***'s husband contracted RentTrack on July 9th he let us know that the payment from the 7th would come back returned. Our representative let ***'s husband know it was too late to cancel that payment and that she would delete the payment source for him. She also took a new payment for him with a different payment source. RentTrack does not cover fees for user error. On July 11th, I let *** know via email that RentTrack does not cover fees that her bank charges her due to the fact that she chose an account that did not have funds to cover the payment

*** *** emailed RentTrack under the email [email protected] asking us to cancel his account. We cancelled this account for him which cancelled any subscriptions or future payments. He never notified us that he had set up another account under a different email. He
had opted into Credit Protection/ScoreTrack and it was charging him $per month. *** added his credit card and opted into this program. He is notified that this subscription will continue to charge him $until he cancel the account. He never mentioned to us that he had two different accounts. We have refunded $for the 2018-02-payment and $for 2018-01-payment. We have cancelled his Credit Protection/Scoretrack so no future payments will be charged. We have notified *** of both refunds

We have been working with *** *** on this issueThere was an issue on RentTrack's part and we reached out to *** letting her know of the issue, also offering to pay for any fees, as well as providing a gift cardWe are truly sorry this happened and *** has been extremely
inconveniencedAlso there was a miscommunication between RentTrack and Caldwell Banker/Apex as we clarified the issue with them originally but their automated reporting was not corrected causing the inaccurate letters Regarding ***'s specific requests belowI need RENTTRACK to communicate with Caldwell Banker/Apex and get this cleared upDoneTheir automated reporting was not corrected causing the inaccurate letters I need RENTTRACK to pay all of the NSF fees late fees etc to my bank Credit Union Of Texas and to Caldwell Banker/ApexDefinitely, we offered to pay any NSF fees right away as this was not ***'s faultI need a letter for my bank explaining the computer error issue and the NSF removed from my banking historyWe can send this to *** or the person at her bankI need a letter addressing the eviction notice and delinquency letters having been sent to me in error on the side of the business and of no fault of my ownand stating that my rent was paid on timeWe corrected this with Apex.A call from the director of RENTTRACKDefinitely we have had our head of support working directly with ***

Ms*** unfortunately signed in and intentionally made two payments online, on November 10th and 13thMs*** put in the wrong amount for her second payment and did not pay attention to the amount she was paying. RentTrack clearly displays times throughout the payment process exactly the
total amount a resident is paying as well as in follow up emails that are sent to residents.When Ms*** contacted RentTrack and informed us of her error, we let her property manager know and refunded her mistaken payment as soon as possible so she would have those funds returned.Because this was completely user initiated and a user error RentTrack does cover bank fees that the residents bank chargesWhile we certainly appreciate the situation Ms*** put herself in, all RentTrack users must be responsible for their own actions

I am rejecting this response because:
There was no action done by the businessThe tradeline has nit been deletedIt is showing I have an coount with them which has an adverse effect on my scoreI do not want any part of this business with my creditI was decived to signing upYes I called the business to unsubscribeI did not know back then that they have created an account on ky nameInquiry and the account beeds to be removed

It looks like the consumer is not fully understanding our responseThe consumer should be managing this through our support channel because consumers have 100% control if information is reported falsely.1) We can report back months (as mandated by the credit bureaus) based on the current lease information the property manager sends usThe consumer's current lease goes back to OCTOBER, 2016, so we show and reported back rent payments for one full year (see the screenshot showing going back full year).2) If credit information is reported incorrectly, that is very simple to fixJust send RentTrack the report you are looking at from the credit bureau Equifax, TransUnion or ExperianDo no send us a report from a 3rd party like Credit Karma.3) RentTrack can open a case with a credit bureau and ensure they have the correct informationBecause we can show reporting back at least full year (much longer than or months)So that is easy to fix and get correctedWe just need to see where information is correct.4) The consumer turned off all reporting, so we would need to manually request all the bureaus delete the consumers trade line data, which we can doHowever, it is audit able to do this on our support channel so we can keep the history of the request in our systems.Someone at RentTrack will send the consumer a direct email confirming deleting their payment history

I am rejecting this response because:
I requested the service with the understanding it would report my entire dental historyInstead it appeared on my credit as a new account with only a 3-month history, when our history with *** began in May of *** hired them to collect rent and report as them and it should do so accuratelyIt is untrue to say my lease started in October of 2017. I asked to close my account and remove everything reported to the credit bureaus if they could not go back to the beginning of my lease and report my true and accurate history of paying rentThey closed my account but dis not remove what they reportedIt still appears as a new account with a short historyThat is wrong and unfair to me as the consumer.

The events that occurred were *** *** (resident) signed up for RentTrack in February and chose to enroll in rent reportingEnrolling in reporting is an optional opt in process, and in doing so in no way is a hard inquiryBy definition when residents enroll in rent reporting they are
pulling their own credit information which is a soft inquirySoft inquiries have no credit score impact and are what are used on the sites the resident mentioned such as Credit Karma.In addition there is no cost to enroll in rent reporting for the residentWhat appears to have happened is the resident set up online payments, and enrolled in rent reporting, and when the first trade line was reported to the three bureaus the resident saw the new trade line and is confusing that with a hard inquiry.If the resident does not want to report rent, they simply need to login and 'un register' for rent reportingI checked the resident's account today and they have chose to stop reporting rent paymentsWhat will happen is exactly the resolution the resident requested is the trade lines will fall off of their credit reports because they will no longer be reported.In the future this is standard support process so the resident should be able to simply contact our help team.Thank you

I am rejecting this response because:
Renttrack did not have permission to save our payment information which is what led to the error occurring in the first placeMs*** gave my husband an excuse that they must save our payment information in order to process our paymentShe said that our payment is securely tokenized. We have a hard time believing that a system that is encrypted for security would automatically save payment sources without the user's consent or knowledgeSecondly, Ms*** also failed to acknowledge that they tried to withdraw one payment from two separate accounts on the same dayMy husband and I find it apparent that renttrack is not a replicable company because they automatically save information without consent, they have attempted to collect double payment and instead of working with their customers they take advantage of their customers misfortune and blame them for itMeanwhile, they are giving excuses to absolve themselves from their contribution to the error being made in the first placeWe have contacted our credit union that the NSF fees came out ofThey have credited our money back and are investigating this companyWe appreciate your help in this matter but we will be moving this complaint to a federal investigatorThank you for your time,*** ***

Ms*** unfortunately signed in and intentionally made two payments online, on November 10th and 13thMs*** put in the wrong amount for her second payment and did not pay attention to the amount she was paying. RentTrack clearly displays times throughout the payment process exactly the
total amount a resident is paying as well as in follow up emails that are sent to residents.When Ms*** contacted RentTrack and informed us of her error, we let her property manager know and refunded her mistaken payment as soon as possible so she would have those funds returned.Because this was completely user initiated and a user error RentTrack does cover bank fees that the residents bank chargesWhile we certainly appreciate the situation Ms*** put herself in, all RentTrack users must be responsible for their own actions

There are a few misunderstandings here about what our verification process is, how it works, and why we have to follow very careful restrictionsFirst of all, the verifications process is not intended to verify that you pay rent - it is intended verify that you are indeed the person whose
credit profile we will report future rent payments to.When one of our users is denied, our policies prevent us from disclosing further detailsAs much as our customer service team would love to help you get credit for paying rent, when we are unable to verify your identity, we can't discuss the details - because we have to avoid the possibility of sharing anyone's personal information in a situation where fraud may be occurringOur policy has to be strict, because we take the protection of our customers' personal information very seriously, and we must meet high standards for accuracy in order to comply with restrictions from the credit bureaus. We do not outsource verifications to a third party, although we use third party databases to confirm the information provided to usWe do not share our customers' information unlawfullyWhen we can't verify a user's identity, we don't charge them anything.That said, we know that it is disappointing to not be able to get credit for paying rent through our serviceWe could have done a better job explaining our policies in our original conversation with this customer, so we do apologize for the lack of clarity