Initial Business Response /* (1000, 6, 2015/07/29) */
Contact Name and Title: Bill [redacted]
Contact Phone: [redacted]
Contact Email: [redacted].com
I have been in touch with Mr [redacted] several times (in person and via text) on July 14, 2015. I explained that we had to contact the...
original lienholder, [redacted], and were awaiting a payoff letter from them. We need the payoff letter to verify that the lien has been satisfied in full with them. Once that has been received, then the warranty company will process the pro-rata amount due on the refund. The refund, I explained, would be send to Mr. [redacted]'s grandfather as he was the primary debtor on the loan.
Mr. [redacted] then texted 'Okay. I thank you for looking further unto this for me as this is more information than I was previously given. I appreciate it.'
I explained that we needed to make certain [redacted] was pain in full as the warranty refund typically has to go to the lienholder and not the warranty policy holder in the case of refunds or cancellations. Once we received an 'all clear' from [redacted], then the refund would be (has has been) processed.
Mr. [redacted] then texted 'That sounds good to me. Once again I apologize for coming in with a full head of steam earlier, it's just been a long process and frustrating. Thank you for your help!'
Mr. [redacted] then sent a text on July 25, 'Any word on anything? Seems like when I try to call I keep getting ignored now"
No one had received any further communication to or from Mr. [redacted] since I looked into the matter on July 14.
I then texted Mr. [redacted] "This could easily be 30-60 days by the time the warranty company processes the refund'
I have not heard anything more. The refund is in process now that we have received the verification the account was paid off at [redacted]. The refund will be sent to Mr. [redacted]'s grandfather.
Initial Business Response /* (1000, 6, 2015/07/29) */
Contact Name and Title: Bill [redacted]
Contact Phone: [redacted]
Contact Email: [redacted].com
I have been in touch with Mr [redacted] several times (in person and via text) on July 14, 2015. I explained that we had to contact the...
original lienholder, [redacted], and were awaiting a payoff letter from them. We need the payoff letter to verify that the lien has been satisfied in full with them. Once that has been received, then the warranty company will process the pro-rata amount due on the refund. The refund, I explained, would be send to Mr. [redacted]'s grandfather as he was the primary debtor on the loan.
Mr. [redacted] then texted 'Okay. I thank you for looking further unto this for me as this is more information than I was previously given. I appreciate it.'
I explained that we needed to make certain [redacted] was pain in full as the warranty refund typically has to go to the lienholder and not the warranty policy holder in the case of refunds or cancellations. Once we received an 'all clear' from [redacted], then the refund would be (has has been) processed.
Mr. [redacted] then texted 'That sounds good to me. Once again I apologize for coming in with a full head of steam earlier, it's just been a long process and frustrating. Thank you for your help!'
Mr. [redacted] then sent a text on July 25, 'Any word on anything? Seems like when I try to call I keep getting ignored now"
No one had received any further communication to or from Mr. [redacted] since I looked into the matter on July 14.
I then texted Mr. [redacted] "This could easily be 30-60 days by the time the warranty company processes the refund'
I have not heard anything more. The refund is in process now that we have received the verification the account was paid off at [redacted]. The refund will be sent to Mr. [redacted]'s grandfather.