We are in receipt of the referenced consumer complaint, and appreciate the opportunity to respond. RISE is not owned by PayDay One, as PayDay One no longer exists. However, RISE was formerly known as PayDay One. As disclosed on our website, in Ohio, RISE is not the lender or a fiduciary of...
the lender. RISE is a Credit Services Organization (CSO). RISE Credit Service of Ohio, LLC d/b/a RISE is licensed as a Credit Services Organization by the Ohio Department of Commerce, Division of Financial Institutions (Certificate No. CS.900086.000). RISE operates in compliance with all applicable state and federal laws. RISE strives to be very transparent and informative about our fees and terms. In addition to a basic CSO disclosure that is displayed at the bottom of most of our website pages, the website includes abundant and state-specific information which can be found in our “How it Works” (www.risecredit.com/how-online-loans-work) and “What it Costs” (www.risecredit.com/how-online-loans-work#WhatItCosts) sections. These sections provide details about RISE’s role as a CSO, as well as information about CSO fees. [redacted] had the opportunity to read this material before he started the application process. As for [redacted]’s application information – this information was obtained when [redacted] voluntarily entered information into the RISE application form. The first page of the form includes this disclosure: “By entering my information on this application, I understand that I am authorizing RISE to retain a copy of all such information. I agree that RISE may use this information to contact me about RISE's services.” We want to assure [redacted] that RISE maintains physical, electronic and procedural safeguards to protect personal information from unauthorized access and use. Thank you for the opportunity to address this matter.
Complaint: [redacted]
I reject the response because it wasn't directed towards me but rather to a Ms. [redacted] to explain a delay. I understand the response is just to explain that the real response will be issued on 02/22/2018. I will wait to see this actual response of course.
[redacted]
In researching [redacted]’ concerns regarding her declined application, we discovered that a system problem caused the application to be declined inappropriately, before we had completed our review of the documents she submitted. We found the cause of the error, and continued processing...
her application, which resulted in an approval. On 5/17/2016, we emailed [redacted] directly to explain the circumstances of the original decline, and to advise of the final approval. She responded that she did not agree with the terms, and declined to accept the loan. We regret the inconvenience that [redacted] experienced, but appreciate the opportunity to address this matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
The information provided in the response does not correspond to the terms discussed with me by RISE representatives. To offer lower rates and then switch to a higher interest loan is the definition of bait and switch, and to claim that the "small print" exempts the company from litigation does not exempt the company from ethical dealing. If the Ft. Worth Revdex.com does not insist that this company amend its practices it will be at the expense of the Revdex.com's credibility as a consumer protection advocate. Larger institutions than RISE have incurred large Federal and civil penalties for the same bait and switch practices, and if the Revdex.com does not respond to these unethical practices by downgrading RISE's rating, consumers will have no means of accurately assessing the Ft. Worth Revdex.com's rating system. We would hope that you would alert consumers before they incur an unnecessary search on their credit reports. Thank you.
We want to assist Ms. [redacted], but our options are limited. Because we did not find that we have received an application from her, we do not have her personal identifying information necessary to investigate this with the credit bureau. We have a couple of ideas - first, is it possible that Ms. [redacted] had a different last name in July 20**? If so, and if she can provide that information, we would be happy to research this further on our side. Another option would be for Ms. [redacted] to contact TransUnion directly to confirm that there was a hard inquiry. We suggest this because we have seen incidences of inaccurate/incomplete credit report information being provided through Credit Karma. If Ms. [redacted] is able to confirm directly with Transunion that a hard inquiry occurred, then we would ask that she sends a copy of the actual credit report to [redacted]risecredit.com, and our credit reporting team will work with her to make any appropriate changes.Sincerely, RISE
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below. Unsatisfactory due to the negative reporting of and nonremoval of a $1200 balance with Rise Credit (aka) PayDayOne on my credit report. In order to completely rectify the situation, Rise credit needs to remove this negative report from my credit.
Regards,
[redacted]
Dear Ms. [redacted],We corresponded directly with Ms. [redacted] to explain that we could not prevent her account from charging off when it became 60 days delinquent. We recommended that she make a single payment to prevent charge-off, then we could negotiate a settlement of the balance. Ms. [redacted] made clear that she could not make a payment; however, we still offered to try to work out a settlement post-charge off. Regarding the payment that processed when Ms. [redacted] did not expect it to - the agent that she previously spoke to misinterpreted the charge off timing, and mistakenly believed the charge off would occur before the payment was processed. The reverse is actually true - the scheduled payment processed, and if successful, would have prevented the charge off. We have apologized for that misunderstanding, and also corresponded directly with Ms. [redacted] about this, offering to reimburse her for any bank fees incurred as a result of this payment being returned.Ms. [redacted]'s account has been charged off in the amount of $2652.20. We are still willing to work with Ms. [redacted] to settle her account as long as we own the debt.Sincerely, RISE
Dear Ms. [redacted],When Ms. [redacted] accepted her RISE installment loan, she was required to electronically sign a Loan Agreement that includes Federal Truth in Lending Disclosures which clearly outlined the terms of her loan, including the exact bi-weekly payment schedule. She also authorized RISE...
to process her payments by ACH withdrawal on the due dates. Ms. [redacted] may review this Agreement at any time by logging into her account at www.risecredit.com.It is correct that we are unable to change the due dates in the Loan Agreement; however, we do offer payment extensions to help our customers manage repayment. We encourage Ms. [redacted] to contact our account services team at [redacted] to discuss available options to resolve her account.Sincerely, RISE
Ms. [redacted] has not disputed any facts nor raised any additional concerns. We believe we have fully addressed the issues she has raised in our original response. Please note that RISE is licensed as a Supervised Lender by the State of [redacted]...
State Board of Financial Institutions. In addition, the APR charged for Ms. [redacted]' loan is well below the maximum rate (400%) stated in the [redacted] Department of Consumer Affairs Maximum Rate Schedule. Both of these documents are posted on our website, as well: https://www.risecredit.com/how-online-loans-work#WhatItCosts. Sincerely, RISE
Complaint: [redacted]
I am rejecting this response because: this document is not an official government document. This form requests too much personal information that I do not feel comfortable with providing considering I do not know anything about RISE's operations, nor have ever done business with this company, or authorized any loans that the company claims. Again, I am demanding that the collections account be removed from my credit report under the fact that someone committed fraud using my personal information.
Regards,
[redacted]
Dear Ms. [redacted],We have attempted to contact you by telephone in relation to this issue, without success. Please call us at [redacted] so we can walk through the password reset process with you, to troubleshoot the issue and find a solution. Sincerely, RISE
We are in receipt of the referenced consumer complaint, and appreciate the opportunity to respond.RISE does not offer payday loans, [redacted]’s loan is a simple-interest installment loan. When [redacted] accepted her loan, she was required to electronically sign a Loan Agreement...
that included Federal Truth in Lending Disclosures that clearly state the interest rate, total cost of credit, and the monthly payment schedule. According to our records, [redacted] accepted her RISE installment loan in the principal amount of $4000 on 10/29/2015, and agreed to repay the loan in 25 monthly installments.With simple-interest loans, interest accrues daily on the unpaid principal balance. Per the Loan Agreement, each payment is applied first to accrued but unpaid interest, then to principal. Therefore, each time a regular monthly payment is posted, it is applied first to cover all the interest that has accrued since the previous payment, and the remainder is applied to principal. At the beginning of repayment, a larger portion of each payment will apply to interest than principal, because more interest is accruing. As the principal balance is reduced over time, less interest will accrue, and more of each payment will apply to principal.RISE does not have an arbitrary policy that we do not accept a principal only payment. Any amount submitted in addition to the regular payment, on the same day, will be applied to principal. However, when an extra or early payment is posted between regular payment dates, some interest will have accrued since the last payment was applied (because interest accrues daily). The extra/early payment will first be applied to cover that accrued interest, and the remainder of the payment will go to principal. Whenever the principal balance is prepaid in any amount, less interest will accrue over time, and the loan may be repaid earlier.If [redacted] has any further questions she may contact our Customer Support team at [redacted] Thank you for the opportunity to address this matter.
Dear Ms. [redacted],Please refer to the two attached Loan Agreements - the one dated 10/1/2016 is the first loan (principal $400). It was paid in full by the second loan, dated 1/5/2017 (principal $1000). Ms. [redacted] electronically signed both of these agreements, each time acknowledging that she read, understood and agreed to all of the terms of the agreement. We recommend that Ms. [redacted] checks her bank statement for the deposit she should have received on 1/6/2017, in the amount of $693.15. Our records do not indicate that she has ever contacted us to say that we deposited more than she asked for. If Ms. [redacted] finds that her bank records are different than what we have advised, we ask that she emails [redacted] with a copy of the bank statement, so that we can investigate further.Sincerely, RISE
Complaint: [redacted]
I am rejecting this response because:I have not received check. Before sending out via Fed Ex it would have been nice if they verified my address. I recently moved and you sent it to my old address. I emailed through the secured email portal after logging into account and requested tracking number and to cancel payment. Of course, this was met with the typical "call us" reply. Why have email contact if your response is always "call us". I didn't email through the general email address, but the secure login then contact us.Anyhow, I received a call saying to call us back and we will update account. I did this on Wednesday. I was told they would send me a new one and I would have it by Friday. Still nothing and no one has called. Why was it so hard just to tell Fed Ex take it to the new address, I'm only 15 miles away? They could have very easily rerouted it. But no, it all has to be too difficult and refuse to give me tracking number. You admitted my request was handled incorrectly, yet you do nothing to make up for it. Your supervisor talked down to me like I was dirt, I assume you believe your customers are so deplorable that you can talk to them that way. You had different people all telling me basically too bad you are out of luck. I know the tactics some businesses use when people try to cancel within the allotted time frame and yours is reprehensible. The supervisor told me I had to do it by that morning. That is not true. You assume most people don't know their basic rights, but your web page saying simply call us is misleading. You are deceiving people when they are earnestly trying to do something. Obviously I paid my funds back and more than I should have, so I'm no deadbeat. The time I've spent on this is now in the several hours. How do you make that up to me? Even now you are sending me "lower interest emails" that when I actually apply, it's them old high rates, no credit for being a good customer. It would be great if companies treated their customers in the correct manner at the time rather than after filing a Revdex.com complaint. Had I not done so, I would still be just another subhuman being to you people.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Thank you for following up. Rise credit held the funds on my account before the due date which blocked other transactions. However they did not take the money out until the due date. That caused the over draft fee. Needless to say, I will tell everyone I know how full of crap they are. Needless to say I will never give them my business again.Sent from Yahoo Mail on Android
Regards,
[redacted]
Dear
Ms. [redacted],
Our previous
response, and the supporting documents we provided, clearly detail the facts as
reflected in both RISE’s and [redacted]’s records.
All our research indicates that Mr. [redacted], or someone with access to his personal
information and bank account, applied for and received a loan via
www.risecredit.com.
Further,
our records do not indicate that we received a payment from Mr. [redacted] after the
debt was charged off (but [redacted] confirmed that they did receive a payment). We received calls from Mr. [redacted] on 10/28/2014
and 12/13/2014 – in each case he called to say he had made a payment, and had been
told that the RISE account would not be reported negatively on his credit
report. Our agents told him then that we
had no record of such a conversation, or of a payment. According to our records, Mr. [redacted] never
contacted us to alert us that he had received a loan by mistake. The only other documented conversation with
Mr. [redacted] was a collection call on 2/24/2014 – that conversation was regarding
the reason the account fell past due, and when the next payment would be made.Sincerely, RISE
We are in receipt of [redacted]’ rejection of our previous response, and appreciate the opportunity to reply.Our understanding from the original complaint is that [redacted] acknowledges that she took out the loan, but disagrees with the terms. We reiterate our position that our terms were fully disclosed, and [redacted] chose to accept the loan as offered.We successfully processed one payment, but [redacted] stopped payment on her 2nd payment; the account is now 33 days past due. We understand that [redacted] is experiencing a hardship as she recently lost her job. According to our records, one of our agents emailed [redacted] on 2/22/2016 to request a copy of her termination or separation documents so that we can review her account for assistance options. We await her response.Thank you for the opportunity to address this matter.
Dear Ms. [redacted],Our records indicate that we received all required documents for Mr. [redacted]'s identity theft claim on 1/18/2018. Our investigation was completed on 1/23/2018, and we were able to confirm that this account was opened as a result of identity fraud. We have taken steps to repurchase the account from [redacted], and have submitted requests to delete this account from all credit bureaus to which it was previously reported.This fraud occurred in 2013 - we want to assure Mr. [redacted] that our underwriting process includes multiple steps designed to detect fraudulent loan applications, and that we work diligently to continuously improve these processes to stay ahead of perpetrators of fraud. We regret that Mr. [redacted] was a victim of ID theft, and again apologize for his inconvenience.Sincerely, RISE
We are in receipt of the referenced consumer complaint, and appreciate the opportunity to respond. RISE is not owned by PayDay One, as PayDay One no longer exists. However, RISE was formerly known as PayDay One. As disclosed on our website, in Ohio, RISE is not the lender or a fiduciary of...
the lender. RISE is a Credit Services Organization (CSO). RISE Credit Service of Ohio, LLC d/b/a RISE is licensed as a Credit Services Organization by the Ohio Department of Commerce, Division of Financial Institutions (Certificate No. CS.900086.000). RISE operates in compliance with all applicable state and federal laws. RISE strives to be very transparent and informative about our fees and terms. In addition to a basic CSO disclosure that is displayed at the bottom of most of our website pages, the website includes abundant and state-specific information which can be found in our “How it Works” (www.risecredit.com/how-online-loans-work) and “What it Costs” (www.risecredit.com/how-online-loans-work#WhatItCosts) sections. These sections provide details about RISE’s role as a CSO, as well as information about CSO fees. [redacted] had the opportunity to read this material before he started the application process. As for [redacted]’s application information – this information was obtained when [redacted] voluntarily entered information into the RISE application form. The first page of the form includes this disclosure: “By entering my information on this application, I understand that I am authorizing RISE to retain a copy of all such information. I agree that RISE may use this information to contact me about RISE's services.” We want to assure [redacted] that RISE maintains physical, electronic and procedural safeguards to protect personal information from unauthorized access and use. Thank you for the opportunity to address this matter.
Complaint: [redacted]
I reject the response because it wasn't directed towards me but rather to a Ms. [redacted] to explain a delay. I understand the response is just to explain that the real response will be issued on 02/22/2018. I will wait to see this actual response of course.
[redacted]
In researching [redacted]’ concerns regarding her declined application, we discovered that a system problem caused the application to be declined inappropriately, before we had completed our review of the documents she submitted. We found the cause of the error, and continued processing...
her application, which resulted in an approval. On 5/17/2016, we emailed [redacted] directly to explain the circumstances of the original decline, and to advise of the final approval. She responded that she did not agree with the terms, and declined to accept the loan. We regret the inconvenience that [redacted] experienced, but appreciate the opportunity to address this matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
The information provided in the response does not correspond to the terms discussed with me by RISE representatives. To offer lower rates and then switch to a higher interest loan is the definition of bait and switch, and to claim that the "small print" exempts the company from litigation does not exempt the company from ethical dealing. If the Ft. Worth Revdex.com does not insist that this company amend its practices it will be at the expense of the Revdex.com's credibility as a consumer protection advocate. Larger institutions than RISE have incurred large Federal and civil penalties for the same bait and switch practices, and if the Revdex.com does not respond to these unethical practices by downgrading RISE's rating, consumers will have no means of accurately assessing the Ft. Worth Revdex.com's rating system. We would hope that you would alert consumers before they incur an unnecessary search on their credit reports. Thank you.
We want to assist Ms. [redacted], but our options are limited. Because we did not find that we have received an application from her, we do not have her personal identifying information necessary to investigate this with the credit bureau. We have a couple of ideas - first, is it possible that Ms. [redacted] had a different last name in July 20**? If so, and if she can provide that information, we would be happy to research this further on our side. Another option would be for Ms. [redacted] to contact TransUnion directly to confirm that there was a hard inquiry. We suggest this because we have seen incidences of inaccurate/incomplete credit report information being provided through Credit Karma. If Ms. [redacted] is able to confirm directly with Transunion that a hard inquiry occurred, then we would ask that she sends a copy of the actual credit report to [redacted]risecredit.com, and our credit reporting team will work with her to make any appropriate changes.Sincerely, RISE
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below. Unsatisfactory due to the negative reporting of and nonremoval of a $1200 balance with Rise Credit (aka) PayDayOne on my credit report. In order to completely rectify the situation, Rise credit needs to remove this negative report from my credit.
Regards,
[redacted]
Dear Ms. [redacted],We corresponded directly with Ms. [redacted] to explain that we could not prevent her account from charging off when it became 60 days delinquent. We recommended that she make a single payment to prevent charge-off, then we could negotiate a settlement of the balance. Ms. [redacted] made clear that she could not make a payment; however, we still offered to try to work out a settlement post-charge off. Regarding the payment that processed when Ms. [redacted] did not expect it to - the agent that she previously spoke to misinterpreted the charge off timing, and mistakenly believed the charge off would occur before the payment was processed. The reverse is actually true - the scheduled payment processed, and if successful, would have prevented the charge off. We have apologized for that misunderstanding, and also corresponded directly with Ms. [redacted] about this, offering to reimburse her for any bank fees incurred as a result of this payment being returned.Ms. [redacted]'s account has been charged off in the amount of $2652.20. We are still willing to work with Ms. [redacted] to settle her account as long as we own the debt.Sincerely, RISE
Dear Ms. [redacted],When Ms. [redacted] accepted her RISE installment loan, she was required to electronically sign a Loan Agreement that includes Federal Truth in Lending Disclosures which clearly outlined the terms of her loan, including the exact bi-weekly payment schedule. She also authorized RISE...
to process her payments by ACH withdrawal on the due dates. Ms. [redacted] may review this Agreement at any time by logging into her account at www.risecredit.com.It is correct that we are unable to change the due dates in the Loan Agreement; however, we do offer payment extensions to help our customers manage repayment. We encourage Ms. [redacted] to contact our account services team at [redacted] to discuss available options to resolve her account.Sincerely, RISE
Ms. [redacted] has not disputed any facts nor raised any additional concerns. We believe we have fully addressed the issues she has raised in our original response. Please note that RISE is licensed as a Supervised Lender by the State of [redacted]...
State Board of Financial Institutions. In addition, the APR charged for Ms. [redacted]' loan is well below the maximum rate (400%) stated in the [redacted] Department of Consumer Affairs Maximum Rate Schedule. Both of these documents are posted on our website, as well: https://www.risecredit.com/how-online-loans-work#WhatItCosts. Sincerely, RISE
Please see attached response.
Complaint: [redacted]
I am rejecting this response because: this document is not an official government document. This form requests too much personal information that I do not feel comfortable with providing considering I do not know anything about RISE's operations, nor have ever done business with this company, or authorized any loans that the company claims. Again, I am demanding that the collections account be removed from my credit report under the fact that someone committed fraud using my personal information.
Regards,
[redacted]
Dear Ms. [redacted],We have attempted to contact you by telephone in relation to this issue, without success. Please call us at [redacted] so we can walk through the password reset process with you, to troubleshoot the issue and find a solution. Sincerely, RISE
We are in receipt of the referenced consumer complaint, and appreciate the opportunity to respond.RISE does not offer payday loans, [redacted]’s loan is a simple-interest installment loan. When [redacted] accepted her loan, she was required to electronically sign a Loan Agreement...
that included Federal Truth in Lending Disclosures that clearly state the interest rate, total cost of credit, and the monthly payment schedule. According to our records, [redacted] accepted her RISE installment loan in the principal amount of $4000 on 10/29/2015, and agreed to repay the loan in 25 monthly installments.With simple-interest loans, interest accrues daily on the unpaid principal balance. Per the Loan Agreement, each payment is applied first to accrued but unpaid interest, then to principal. Therefore, each time a regular monthly payment is posted, it is applied first to cover all the interest that has accrued since the previous payment, and the remainder is applied to principal. At the beginning of repayment, a larger portion of each payment will apply to interest than principal, because more interest is accruing. As the principal balance is reduced over time, less interest will accrue, and more of each payment will apply to principal.RISE does not have an arbitrary policy that we do not accept a principal only payment. Any amount submitted in addition to the regular payment, on the same day, will be applied to principal. However, when an extra or early payment is posted between regular payment dates, some interest will have accrued since the last payment was applied (because interest accrues daily). The extra/early payment will first be applied to cover that accrued interest, and the remainder of the payment will go to principal. Whenever the principal balance is prepaid in any amount, less interest will accrue over time, and the loan may be repaid earlier.If [redacted] has any further questions she may contact our Customer Support team at [redacted] Thank you for the opportunity to address this matter.
Dear Ms. [redacted],Please refer to the two attached Loan Agreements - the one dated 10/1/2016 is the first loan (principal $400). It was paid in full by the second loan, dated 1/5/2017 (principal $1000). Ms. [redacted] electronically signed both of these agreements, each time acknowledging that she read, understood and agreed to all of the terms of the agreement. We recommend that Ms. [redacted] checks her bank statement for the deposit she should have received on 1/6/2017, in the amount of $693.15. Our records do not indicate that she has ever contacted us to say that we deposited more than she asked for. If Ms. [redacted] finds that her bank records are different than what we have advised, we ask that she emails [redacted] with a copy of the bank statement, so that we can investigate further.Sincerely, RISE
Complaint: [redacted]
I am rejecting this response because:I have not received check. Before sending out via Fed Ex it would have been nice if they verified my address. I recently moved and you sent it to my old address. I emailed through the secured email portal after logging into account and requested tracking number and to cancel payment. Of course, this was met with the typical "call us" reply. Why have email contact if your response is always "call us". I didn't email through the general email address, but the secure login then contact us.Anyhow, I received a call saying to call us back and we will update account. I did this on Wednesday. I was told they would send me a new one and I would have it by Friday. Still nothing and no one has called. Why was it so hard just to tell Fed Ex take it to the new address, I'm only 15 miles away? They could have very easily rerouted it. But no, it all has to be too difficult and refuse to give me tracking number. You admitted my request was handled incorrectly, yet you do nothing to make up for it. Your supervisor talked down to me like I was dirt, I assume you believe your customers are so deplorable that you can talk to them that way. You had different people all telling me basically too bad you are out of luck. I know the tactics some businesses use when people try to cancel within the allotted time frame and yours is reprehensible. The supervisor told me I had to do it by that morning. That is not true. You assume most people don't know their basic rights, but your web page saying simply call us is misleading. You are deceiving people when they are earnestly trying to do something. Obviously I paid my funds back and more than I should have, so I'm no deadbeat. The time I've spent on this is now in the several hours. How do you make that up to me? Even now you are sending me "lower interest emails" that when I actually apply, it's them old high rates, no credit for being a good customer. It would be great if companies treated their customers in the correct manner at the time rather than after filing a Revdex.com complaint. Had I not done so, I would still be just another subhuman being to you people.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Thank you for following up. Rise credit held the funds on my account before the due date which blocked other transactions. However they did not take the money out until the due date. That caused the over draft fee. Needless to say, I will tell everyone I know how full of crap they are. Needless to say I will never give them my business again.Sent from Yahoo Mail on Android
Regards,
[redacted]
Dear Ms. [redacted], Our apologies for the delay - we will provide our response tomorrow, [redacted]. Sincerely, RISE
Dear
Ms. [redacted],
Our previous
response, and the supporting documents we provided, clearly detail the facts as
reflected in both RISE’s and [redacted]’s records.
All our research indicates that Mr. [redacted], or someone with access to his personal
information and bank account, applied for and received a loan via
www.risecredit.com.
Further,
our records do not indicate that we received a payment from Mr. [redacted] after the
debt was charged off (but [redacted] confirmed that they did receive a payment). We received calls from Mr. [redacted] on 10/28/2014
and 12/13/2014 – in each case he called to say he had made a payment, and had been
told that the RISE account would not be reported negatively on his credit
report. Our agents told him then that we
had no record of such a conversation, or of a payment. According to our records, Mr. [redacted] never
contacted us to alert us that he had received a loan by mistake. The only other documented conversation with
Mr. [redacted] was a collection call on 2/24/2014 – that conversation was regarding
the reason the account fell past due, and when the next payment would be made.Sincerely, RISE
We are in receipt of [redacted]’ rejection of our previous response, and appreciate the opportunity to reply.Our understanding from the original complaint is that [redacted] acknowledges that she took out the loan, but disagrees with the terms. We reiterate our position that our terms were fully disclosed, and [redacted] chose to accept the loan as offered.We successfully processed one payment, but [redacted] stopped payment on her 2nd payment; the account is now 33 days past due. We understand that [redacted] is experiencing a hardship as she recently lost her job. According to our records, one of our agents emailed [redacted] on 2/22/2016 to request a copy of her termination or separation documents so that we can review her account for assistance options. We await her response.Thank you for the opportunity to address this matter.
Dear Ms. [redacted],Our records indicate that we received all required documents for Mr. [redacted]'s identity theft claim on 1/18/2018. Our investigation was completed on 1/23/2018, and we were able to confirm that this account was opened as a result of identity fraud. We have taken steps to repurchase the account from [redacted], and have submitted requests to delete this account from all credit bureaus to which it was previously reported.This fraud occurred in 2013 - we want to assure Mr. [redacted] that our underwriting process includes multiple steps designed to detect fraudulent loan applications, and that we work diligently to continuously improve these processes to stay ahead of perpetrators of fraud. We regret that Mr. [redacted] was a victim of ID theft, and again apologize for his inconvenience.Sincerely, RISE