Ms [redacted] ,I have reviewed your account andwould like to take the time to discuss your account and address any concernsyou haveYou enrolled in our program on 7/21/ Upon activation ofyour enrollment into our system on 8/6/we sent an automated message toyour home phone number that was listed on the enrollment at the time, sent awelcome letter to your home address and email of [redacted] @GMAIL.COMwelcoming you to the SmartNote Payment ProgramThe dealership offered aservice at the time your auto was purchased which they believed would be abenefit to you By signing the enrollment you agreed to our service andthe terms of our serviceWhile there are fees associated with our program, ouranalysis shows an estimated accelerated payoff of months (paying off in 66months in lieu of 72), an accelerated equity of $4,(the enrollment feeof $has already been deducted from this amount), and reduction in interestpaid to your lender of $1,Also, currently I show that $1,hasbeen sent to her lender as principal payment thus far In addition tothese benefits SmartNote also offers the following benefits to our customers:1) Moreaffordable half debits & easier budgeting - Cutting the payment in half they make the debits more affordable andbudgeting easier2) Away to manage/change their payment schedule and amount without refinancing3) Aflexible debiting schedules that can be changed at any time to fit their payschedule4) Away to help build an on-time payment history5) Away for parents co-signing for children to monitor the debits and payments onthe account with NSF alerts6) Paymenttracking on all lender payments8) Aneasy way to manage the debiting account information on multiple loans for thecustomer who changes banks or opens a new account9) Earlypayoff notification10) Wealso work as the consumers’ personal advocate throughout the life of the loanin all situations assisting them with any questions or issues they mayhave This includes but is not limited to changing the payment due date,obtaining deferments due to job loss, illness, or financial difficulties,locating misapplied payments, monthly payment increases due to a laps in thecustomer insurance, obtaining payoff quotes, and any other needs the consumermay have Ms [redacted] , Iwould welcome the opportunity to personally discuss this matter furtherPleaseexpect a call from me this week Sincerely, [redacted] Customer Service Manager -SmartNote
Dear [redacted] I would be glad to go over the benefits of our program and address your concerns First, as a courtesy, SmartNote does not charge any fees to our customers should they cancel their account prior to the first debitI see that we have not processed any debits on your account, so if you choose to cancel today you will not be charge any fees The following are the many benefits we offer our customers: 1) By cutting the payment in half they make the debits more affordable and budgeting easier 2) We offer a way to manage/change their payment schedule and amount without refinancing 3) We offer flexible debiting schedules that can be changed at any time 4) We help to build on-time payment history 5) We provide parents co-signing for children a way to monitor the debits and payments on the account with NSF alerts 6) We help to build and accelerate equity This is a great benefit to those upside down on their loans 7) We provide payment tracking on all lender payments 8) We offer an easy way to manage the debiting account information on multiple loans for the customer who changes banks or opens a new account 9) We offer early payoff notification We also work as the consumers’ personal advocate throughout the life of the loan in all situations and assisting them with any questions or issues they may have This includes but is not limited to changing the payment due date, obtaining deferments due to job loss, illness, or financial difficulties, locating misapplied payments, monthly payment increases due to a laps in the customer insurance, obtaining payoff quotes, and any other needs the consumer may have Second, the dealership truly had your best interest in mind when offering you SmartNote as a payment optionWe would love the opportunity to discuss our program benefits and address any questions or concerns you may haveOne of our friendly customer service agents has already called you and is awaiting your call Thank you for being a valued customerWe appreciate your business Sincerely, [redacted] – SmartNote
Complaint: [redacted] I am rejecting this response because:I have read every response to customers and they say the same spill each timeI feel like this is a scamI have not received an email stating you are charging me $per bank account withdrawal and I surely would not have signed papers saying that you would charge me $When you look at my papers there are numbers printed in the written partIf I have college degrees and a PhD and you got me, how many other people have you gotten? I feel I need to contact our Awesome Attorney General Greg Abbot to help resolve this issue and make sure this doesn't happen againI am so upset to think I was taken Regards, Dr [redacted]
The customer also emailed SmartNote Customer Service regarding this matter and I have already replied and addressed his concernsPlease see the attached email exchange between the client and myselfI have asked him to please call me directly to get this matter resolvedI have yet to hear from
him
Thank you,
*** ***
Customer Service Manager
To Mr***,
I called you this morning at the phone number you provided and left a message for you to call me at your earliest convenienceI would also like to apologize for any miscommunication resulting in a debit being processed on 11/4/SmartNote will reverse the debit back in to your
bank account, as well as, make the monthly November payment to ToyotaI would welcome the opportunity to speak to you and go over all of the benefits SmartNote has to offer, such as, convenient half debits and making timely payments on your loan which by doing so, helps accelerate your loan pay-off
Please call me if you have any further questions or concernsI am available Monday - Friday from 8:AM to 5:PM CST
Thank you for being a valued SmartNote customer
Warm Regards,
*** ***
*** *** ***
SmartNote | The Premier Biweekly Acceleration Program
*** *** *** *** *** ***
Round Rock, TX ***
Phone: *** *** ***
Direct Fax: ***
Email: ***@saveyourdough.com
Website: www.saveyourdough.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
To Ms. Vanpelt,
First, I would like to apologize for any miscommuncation between you and [redacted] regarding our Biweekly Loan Acceleration Program. I would also be glad to go over the benefits of our program and address your concerns.
The following are the many benefits we...
offer our customers:
1) By cutting the payment in half they make the debits more affordable and budgeting easier
2) We offer a way to manage/change their payment schedule and amount without refinancing
3) We offer flexible debiting schedules that can be changed at any time
4) We help to build on-time payment history
5) We provide parents co-signing for children a way to monitor the debits and payments on the account with NSF alerts
6) We help to build and accelerate equity. This is a great benefit to those upside down on their loans
7) We provide payment tracking on all lender payments
8) We offer an easy way to manage the debiting account information on multiple loans for the customer who changes banks or opens a new account
9) We offer early payoff notification
We also work as the consumers’ personal advocate throughout the life of the loan in all situations and assisting them with any questions or issues they may have. This includes but is not limited to changing the payment due date, obtaining deferments due to job loss, illness, or financial difficulties, locating misapplied payments, monthly payment increases due to a laps in the customer insurance, obtaining payoff quotes, and any other needs the consumer may have.
Second, SmartNote mailed you a Welcome letter and program snapshot which included the date and amount of when we would start debiting for your auto loan payments on 10/14/14. On 11/3/14 and 11/4/14, You spoke to a customer service representative regarding the debit that was processed on 11/3/14. You were offered several options for getting your funds returned, one of which was a wire transfer and there is a fee of $25.00 to process. However, we have free options as well, such as a check by mail which you would receive in 5-7 days. Our CS representative even sent you a Refund Agreement to sign and did a conference call with you and your bank to confirm the 11/3/14 debit cleared in order to expedite your refund. You were then transferred to a supervisor who explained that we do have a prorated enrollment fee of $35.00 for our service, however, she offered to waive that for you as a courtesy. Additionally, you informed the supervisor that you were going to place a stop payment on the 11/3/14 debit through your bank and you were advised that doing so would result in a Returned Debit fee of $25.00.
All that being said, as a show of goodwill, I will waive all fees and close your account with SmartNote as soon as the 11/3/14 debit is returned. If you later decide you would like to reinstate and let SmartNote help you accelerate your loan pay-off please do not hesitate to call. We value you as a customer and appreciate your business. If you would like to speak to me personally, you can contact me at the phone number below.
Warm Regards,
[redacted]
Customer Service Department Manager
SmartNote | The Premier Biweekly Acceleration Program
[redacted]
Round Rock, TX [redacted]
Phone: 888-[redacted]
Direct Fax: 512-[redacted]
Email: [redacted]@saveyourdough.com
Website: www.saveyourdough.com
Complaint: [redacted]
I am rejecting this response because:To collect fees for 6 years of service after only being associated on the account for 13 months is not acceptable. When I spoke to a member of your team in Jan/Feb and was told by a gentlemen "Everything was on track" to make the extra payment, which was a lie. If I was told about there wasn't going to be another payment until after the fees were taken out, I would have canceled the service then. When I spoke to Kristen on Monday, she said "it would have been different, if I would have canceled before May" Well, if the gentlemen I spoke with in Jan/Feb was honest, I definitely would have canceled before May. I stick by my original prorated refund request, and I will be adding a complaint with the to the DoB and Social Media next. Along with adding negative comments on my personal Facebook to warn friends and family about this negative experience with SmartNote.
Regards,
[redacted]
Thank you for taking the time to write a review about our program. Your feedback is important to us and we strive to ensure that our customers’ expectations are met. I’m sorry you were unaware of the fees. We make every effort to ensure customers are aware that there are fees for our service....
As you stated in your review. The fees are listed on the paperwork you signed. The fees are also listed on our website and the welcome letter we send to all customers via email and USPS. I noticed that you terminated your account and you have a refund schedule to go out in 30 days. As a courtesy, I have emailed you a refund agree via DocuSign to wire the funds back into your account once the refund agreement is signed at no cost. You are a valued customer and we thank you for your business. Please feel free to call us at ###-###-#### should you have any other questions or concerns.
I called the customer to apologize for our error and offer a resolution. I assured him that this was a singular incident and not how we at SmartNote normally conduct business. In response to this unfortunate incident I waived the one time enrollment fee and also processed an ACH refund of $89.64 for...
the portion of the enrollment fee he had previously paid. We will make sure to implement additional precautions to improve our services and prevent any further errors. The customer was satisfied with the resolution and complimented SmartNote on our excellent customer service.
Mrs. [redacted],It is with great regret that we received your complaint regarding our service. Customer satisfaction is something we take very seriously and would not compromise under any circumstances. Unfortunately, sometimes mistakes are unavoidable. In an attempt to better serve you and show you...
that you are a valued customer, we are going to process a refund of $182.71 via ACH transfer. I have sent you a refund agreement through Docusign to electronically sign and send back to me. As soon as I receive the signed agreement your refund will be processed. I have also called you at the phone number you provided and left a voicemail to call me and I have emailed you, as well. My sincere hope is to resolve this matter to your satisfaction and retain you as a valued customer. I welcome the opportunity to talk to you and discuss the many benefits that SmartNote has to offer. Thank you,
[redacted]SmartNote - Customer Service Manager Phone: [redacted]
[redacted]Email: [redacted]Website: www.saveyourdough.com Our mission statement:“Helping customers accelerate the payoffof their loans while delivering customer service which exceeds our customers'and partners' expectations” Pleasesend any comments you may have regarding the service you received today to [email protected].
I am so sorry to hear that Mr. [redacted] was unaware that SmartNote was trying to reach him. His debit was returned for insufficient funds on 6/3/16 after which we made several attempts to reach him using the contact information on file. It appears we may not have had current contact information...
for him. On three occasions (6/10, 6/14, & 6/16) we attempted to call the number on his enrollment. We were eventually told that this was not his phone number. On 6/6 we also sent a letter to the address on file informing Mr. [redacted] of the insufficient funds debit. When we received no response from the 6/6 letter, we sent a cancellation letter on 7/11 informing Mr. [redacted] we would no longer be able to make payments on his behalf and that due to an NSF, there was a balance due SmartNote of $24. On 7/22 Mr. [redacted] called our office regarding the cancellation letter and amount due SmartNote. I called the number provided on the Revdex.com complaint on 7/26/16 to apologize for any misunderstanding and to furnish the requested proof that we made several attempts to contact Mr. [redacted]. However, he stated he was not able to talk and that he would call me back at a later time. To date I have not had a return call. It is always our intention to resolve any issues and maintain customer satisfaction. In keeping with that tradition, I will refund $24.00 including the convenience of $1.95 to Mr. [redacted].
I called Mrs [redacted] to address her concerns and quickly resolved the matter. I expedited her refund free of charge and it will be processed via ACH transfer within 24-48 business hours. Mrs. [redacted] was satisfied with the resolution. Thank you,[redacted]
I would be glad to go over the benefits of our program and
address your concerns.
First, as a courtesy, SmartNote does not charge any fees to
our customers should they cancel their account prior to the first debit. I see
that we have not processed any...
debits on your account, so if you choose to
cancel today you will not be charge any fees.
The following are the many benefits we offer our customers:
1) By
cutting the payment in half they make the debits more affordable and budgeting
easier
2) We
offer a way to manage/change their payment schedule and amount without
refinancing
3) We
offer flexible debiting schedules that can be changed at any time
4) We
help to build on-time payment history
5) We
provide parents co-signing for children a way to monitor the debits and
payments on the account with NSF alerts
6) We
help to build and accelerate equity. This is a great benefit to those
upside down on their loans
7) We
provide payment tracking on all lender payments
8) We
offer an easy way to manage the debiting account information on multiple loans
for the customer who changes banks or opens a new account
9) We
offer early payoff notification
We also work as the consumers’ personal advocate throughout
the life of the loan in all situations and assisting them with any questions or
issues they may have. This includes but is not limited to changing the
payment due date, obtaining deferments due to job loss, illness, or financial
difficulties, locating misapplied payments, monthly payment increases due to a
laps in the customer insurance, obtaining payoff quotes, and any other needs
the consumer may have.
Second, the dealership truly had your best interest in mind
when offering you SmartNote as a payment option. We would love the opportunity
to discuss our program benefits and address any questions or concerns you may
have. One of our friendly customer service agents has already called you and is
awaiting your call.
Thank you for being a valued customer. We appreciate your
business.
Complaint: [redacted]
I am rejecting this response because when I spoke with the supervisor about my refund, it was made out to sound as if I had no other option but to accept the $35 processing fee. I never signed up for their service, the dealership I purchased the vehicle from involuntarily and fraudulently obtained my information stating that it was to set up direct deposit with my lien holder. SmartNote is not my lien holder so why should I be responsible for any type of sign up fee if I didn't willingly signed up for their services. I wish to receive the full refund payment which was removed from my account on January 21st, 2016 in the amount of $273.50
Regards,
[redacted]
Good afternoon,We received this complaint on 6/2/15 regarding a customer refund. A supervisor called Mr. [redacted] right away and processed an ACH transfer of $246.58 that day free of charge. Mr. [redacted] received the credit in his bank account the next day and was satisfied with the resolution. If...
there is anything else we can assist you or the customer with please contact me.Sincerely,[redacted]Customer Service Manager - SmartNote[redacted]@saveyourdough.com
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.
Regards,
[redacted]
Ms. [redacted],I have reviewed your account andwould like to take the time to discuss your account and address any concernsyou have. You enrolled in our program on 7/21/2012. Upon activation ofyour enrollment into our system on 8/6/2012 we sent an automated message toyour home phone number that...
was listed on the enrollment at the time, sent awelcome letter to your home address and email of [redacted]@GMAIL.COMwelcoming you to the SmartNote Payment Program. The dealership offered aservice at the time your auto was purchased which they believed would be abenefit to you. By signing the enrollment you agreed to our service andthe terms of our service. While there are fees associated with our program, ouranalysis shows an estimated accelerated payoff of 6 months (paying off in 66months in lieu of 72), an accelerated equity of $4,053.78 (the enrollment feeof $428 has already been deducted from this amount), and reduction in interestpaid to your lender of $1,269.59. Also, currently I show that $1,090.75 hasbeen sent to her lender as principal payment thus far. In addition tothese benefits SmartNote also offers the following benefits to our customers:1) Moreaffordable half debits & easier budgeting - Cutting the payment in half they make the debits more affordable andbudgeting easier2) Away to manage/change their payment schedule and amount without refinancing3) Aflexible debiting schedules that can be changed at any time to fit their payschedule4) Away to help build an on-time payment history5) Away for parents co-signing for children to monitor the debits and payments onthe account with NSF alerts6) Paymenttracking on all lender payments8) Aneasy way to manage the debiting account information on multiple loans for thecustomer who changes banks or opens a new account9) Earlypayoff notification10) Wealso work as the consumers’ personal advocate throughout the life of the loanin all situations assisting them with any questions or issues they mayhave. This includes but is not limited to changing the payment due date,obtaining deferments due to job loss, illness, or financial difficulties,locating misapplied payments, monthly payment increases due to a laps in thecustomer insurance, obtaining payoff quotes, and any other needs the consumermay have. Ms. [redacted], Iwould welcome the opportunity to personally discuss this matter further. Pleaseexpect a call from me this week. Sincerely,[redacted]Customer Service Manager -SmartNote
Complaint: [redacted]
I am rejecting this response because:I have read every response to customers and they say the same spill each time. I feel like this is a scam. I have not received an email stating you are charging me $1.95 per bank account withdrawal and I surely would not have signed papers saying that you would charge me $428.00. When you look at my papers there are numbers printed in the written part. If I have 5 college degrees and a PhD and you got me, how many other people have you gotten? I feel I need to contact our Awesome Attorney General Greg Abbot to help resolve this issue and make sure this doesn't happen again. I am so upset to think I was taken.
Regards,
Dr. [redacted]
Mr. [redacted],We have reviewed your response and would like to address your concern. When you purchased your 2013 Honda you were offered a biweekly payment option through SmartNote. You and the co-buyer both signed the SmartNote agreement agreeing to all terms of the contract on 9/12/15 which included paying an enrollment fee of $428.00 which is to be satisfied within the first year of service. As a courtesy to all of our customers, SmartNote prorates the enrollment fee down to a lesser amount should the customer choose to cancel the program anytime within the first year. In your case, the prorated amount was $85.00. In an effort to provide satisfactory customer service a supervisor lowered the prorated enrollment fee of $85.00 to just $35.00. That is a $50.00 discount. In addition to that SmartNote also waived the ACH transfer fee of $25.00 to expedite your refund and have the funds put back into your bank account. We sincerely apologize that you were not satisfied with the service provided. We truly made every attempt to address your concerns and resolve the matter to your full satisfaction. Attached is a copy of the SmartNote agreement for your review. We will also waive the remaining prorated enrollment fee of $35.00 and you should see a credit in your checking account in 24-48 hours. If you have any further questions or concerns regarding this matter, please contact Holly Henderson, Customer Service Manager at SmartNote, at [redacted]. Thank you.
Ms [redacted] ,I have reviewed your account andwould like to take the time to discuss your account and address any concernsyou haveYou enrolled in our program on 7/21/ Upon activation ofyour enrollment into our system on 8/6/we sent an automated message toyour home phone number that was listed on the enrollment at the time, sent awelcome letter to your home address and email of [redacted] @GMAIL.COMwelcoming you to the SmartNote Payment ProgramThe dealership offered aservice at the time your auto was purchased which they believed would be abenefit to you By signing the enrollment you agreed to our service andthe terms of our serviceWhile there are fees associated with our program, ouranalysis shows an estimated accelerated payoff of months (paying off in 66months in lieu of 72), an accelerated equity of $4,(the enrollment feeof $has already been deducted from this amount), and reduction in interestpaid to your lender of $1,Also, currently I show that $1,hasbeen sent to her lender as principal payment thus far In addition tothese benefits SmartNote also offers the following benefits to our customers:1) Moreaffordable half debits & easier budgeting - Cutting the payment in half they make the debits more affordable andbudgeting easier2) Away to manage/change their payment schedule and amount without refinancing3) Aflexible debiting schedules that can be changed at any time to fit their payschedule4) Away to help build an on-time payment history5) Away for parents co-signing for children to monitor the debits and payments onthe account with NSF alerts6) Paymenttracking on all lender payments8) Aneasy way to manage the debiting account information on multiple loans for thecustomer who changes banks or opens a new account9) Earlypayoff notification10) Wealso work as the consumers’ personal advocate throughout the life of the loanin all situations assisting them with any questions or issues they mayhave This includes but is not limited to changing the payment due date,obtaining deferments due to job loss, illness, or financial difficulties,locating misapplied payments, monthly payment increases due to a laps in thecustomer insurance, obtaining payoff quotes, and any other needs the consumermay have Ms [redacted] , Iwould welcome the opportunity to personally discuss this matter furtherPleaseexpect a call from me this week Sincerely, [redacted] Customer Service Manager -SmartNote
Dear [redacted] I would be glad to go over the benefits of our program and address your concerns First, as a courtesy, SmartNote does not charge any fees to our customers should they cancel their account prior to the first debitI see that we have not processed any debits on your account, so if you choose to cancel today you will not be charge any fees The following are the many benefits we offer our customers: 1) By cutting the payment in half they make the debits more affordable and budgeting easier 2) We offer a way to manage/change their payment schedule and amount without refinancing 3) We offer flexible debiting schedules that can be changed at any time 4) We help to build on-time payment history 5) We provide parents co-signing for children a way to monitor the debits and payments on the account with NSF alerts 6) We help to build and accelerate equity This is a great benefit to those upside down on their loans 7) We provide payment tracking on all lender payments 8) We offer an easy way to manage the debiting account information on multiple loans for the customer who changes banks or opens a new account 9) We offer early payoff notification We also work as the consumers’ personal advocate throughout the life of the loan in all situations and assisting them with any questions or issues they may have This includes but is not limited to changing the payment due date, obtaining deferments due to job loss, illness, or financial difficulties, locating misapplied payments, monthly payment increases due to a laps in the customer insurance, obtaining payoff quotes, and any other needs the consumer may have Second, the dealership truly had your best interest in mind when offering you SmartNote as a payment optionWe would love the opportunity to discuss our program benefits and address any questions or concerns you may haveOne of our friendly customer service agents has already called you and is awaiting your call Thank you for being a valued customerWe appreciate your business Sincerely, [redacted] – SmartNote
Complaint: [redacted] I am rejecting this response because:I have read every response to customers and they say the same spill each timeI feel like this is a scamI have not received an email stating you are charging me $per bank account withdrawal and I surely would not have signed papers saying that you would charge me $When you look at my papers there are numbers printed in the written partIf I have college degrees and a PhD and you got me, how many other people have you gotten? I feel I need to contact our Awesome Attorney General Greg Abbot to help resolve this issue and make sure this doesn't happen againI am so upset to think I was taken Regards, Dr [redacted]
The customer also emailed SmartNote Customer Service regarding this matter and I have already replied and addressed his concernsPlease see the attached email exchange between the client and myselfI have asked him to please call me directly to get this matter resolvedI have yet to hear from
him
Thank you,
*** ***
Customer Service Manager
To Mr***,
I called you this morning at the phone number you provided and left a message for you to call me at your earliest convenienceI would also like to apologize for any miscommunication resulting in a debit being processed on 11/4/SmartNote will reverse the debit back in to your
bank account, as well as, make the monthly November payment to ToyotaI would welcome the opportunity to speak to you and go over all of the benefits SmartNote has to offer, such as, convenient half debits and making timely payments on your loan which by doing so, helps accelerate your loan pay-off
Please call me if you have any further questions or concernsI am available Monday - Friday from 8:AM to 5:PM CST
Thank you for being a valued SmartNote customer
Warm Regards,
*** ***
*** *** ***
SmartNote | The Premier Biweekly Acceleration Program
*** *** *** *** *** ***
Round Rock, TX ***
Phone: *** *** ***
Direct Fax: ***
Email: ***@saveyourdough.com
Website: www.saveyourdough.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
To Ms. Vanpelt,
First, I would like to apologize for any miscommuncation between you and [redacted] regarding our Biweekly Loan Acceleration Program. I would also be glad to go over the benefits of our program and address your concerns.
The following are the many benefits we...
offer our customers:
1) By cutting the payment in half they make the debits more affordable and budgeting easier
2) We offer a way to manage/change their payment schedule and amount without refinancing
3) We offer flexible debiting schedules that can be changed at any time
4) We help to build on-time payment history
5) We provide parents co-signing for children a way to monitor the debits and payments on the account with NSF alerts
6) We help to build and accelerate equity. This is a great benefit to those upside down on their loans
7) We provide payment tracking on all lender payments
8) We offer an easy way to manage the debiting account information on multiple loans for the customer who changes banks or opens a new account
9) We offer early payoff notification
We also work as the consumers’ personal advocate throughout the life of the loan in all situations and assisting them with any questions or issues they may have. This includes but is not limited to changing the payment due date, obtaining deferments due to job loss, illness, or financial difficulties, locating misapplied payments, monthly payment increases due to a laps in the customer insurance, obtaining payoff quotes, and any other needs the consumer may have.
Second, SmartNote mailed you a Welcome letter and program snapshot which included the date and amount of when we would start debiting for your auto loan payments on 10/14/14. On 11/3/14 and 11/4/14, You spoke to a customer service representative regarding the debit that was processed on 11/3/14. You were offered several options for getting your funds returned, one of which was a wire transfer and there is a fee of $25.00 to process. However, we have free options as well, such as a check by mail which you would receive in 5-7 days. Our CS representative even sent you a Refund Agreement to sign and did a conference call with you and your bank to confirm the 11/3/14 debit cleared in order to expedite your refund. You were then transferred to a supervisor who explained that we do have a prorated enrollment fee of $35.00 for our service, however, she offered to waive that for you as a courtesy. Additionally, you informed the supervisor that you were going to place a stop payment on the 11/3/14 debit through your bank and you were advised that doing so would result in a Returned Debit fee of $25.00.
All that being said, as a show of goodwill, I will waive all fees and close your account with SmartNote as soon as the 11/3/14 debit is returned. If you later decide you would like to reinstate and let SmartNote help you accelerate your loan pay-off please do not hesitate to call. We value you as a customer and appreciate your business. If you would like to speak to me personally, you can contact me at the phone number below.
Warm Regards,
[redacted]
Customer Service Department Manager
SmartNote | The Premier Biweekly Acceleration Program
[redacted]
Round Rock, TX [redacted]
Phone: 888-[redacted]
Direct Fax: 512-[redacted]
Email: [redacted]@saveyourdough.com
Website: www.saveyourdough.com
Complaint: [redacted]
I am rejecting this response because:To collect fees for 6 years of service after only being associated on the account for 13 months is not acceptable. When I spoke to a member of your team in Jan/Feb and was told by a gentlemen "Everything was on track" to make the extra payment, which was a lie. If I was told about there wasn't going to be another payment until after the fees were taken out, I would have canceled the service then. When I spoke to Kristen on Monday, she said "it would have been different, if I would have canceled before May" Well, if the gentlemen I spoke with in Jan/Feb was honest, I definitely would have canceled before May. I stick by my original prorated refund request, and I will be adding a complaint with the to the DoB and Social Media next. Along with adding negative comments on my personal Facebook to warn friends and family about this negative experience with SmartNote.
Regards,
[redacted]
Thank you for taking the time to write a review about our program. Your feedback is important to us and we strive to ensure that our customers’ expectations are met. I’m sorry you were unaware of the fees. We make every effort to ensure customers are aware that there are fees for our service....
As you stated in your review. The fees are listed on the paperwork you signed. The fees are also listed on our website and the welcome letter we send to all customers via email and USPS. I noticed that you terminated your account and you have a refund schedule to go out in 30 days. As a courtesy, I have emailed you a refund agree via DocuSign to wire the funds back into your account once the refund agreement is signed at no cost. You are a valued customer and we thank you for your business. Please feel free to call us at ###-###-#### should you have any other questions or concerns.
I called the customer to apologize for our error and offer a resolution. I assured him that this was a singular incident and not how we at SmartNote normally conduct business. In response to this unfortunate incident I waived the one time enrollment fee and also processed an ACH refund of $89.64 for...
the portion of the enrollment fee he had previously paid. We will make sure to implement additional precautions to improve our services and prevent any further errors. The customer was satisfied with the resolution and complimented SmartNote on our excellent customer service.
Mrs. [redacted],It is with great regret that we received your complaint regarding our service. Customer satisfaction is something we take very seriously and would not compromise under any circumstances. Unfortunately, sometimes mistakes are unavoidable. In an attempt to better serve you and show you...
that you are a valued customer, we are going to process a refund of $182.71 via ACH transfer. I have sent you a refund agreement through Docusign to electronically sign and send back to me. As soon as I receive the signed agreement your refund will be processed. I have also called you at the phone number you provided and left a voicemail to call me and I have emailed you, as well. My sincere hope is to resolve this matter to your satisfaction and retain you as a valued customer. I welcome the opportunity to talk to you and discuss the many benefits that SmartNote has to offer. Thank you,
[redacted]SmartNote - Customer Service Manager Phone: [redacted]
[redacted]Email: [redacted]Website: www.saveyourdough.com Our mission statement:“Helping customers accelerate the payoffof their loans while delivering customer service which exceeds our customers'and partners' expectations” Pleasesend any comments you may have regarding the service you received today to [email protected].
I am so sorry to hear that Mr. [redacted] was unaware that SmartNote was trying to reach him. His debit was returned for insufficient funds on 6/3/16 after which we made several attempts to reach him using the contact information on file. It appears we may not have had current contact information...
for him. On three occasions (6/10, 6/14, & 6/16) we attempted to call the number on his enrollment. We were eventually told that this was not his phone number. On 6/6 we also sent a letter to the address on file informing Mr. [redacted] of the insufficient funds debit. When we received no response from the 6/6 letter, we sent a cancellation letter on 7/11 informing Mr. [redacted] we would no longer be able to make payments on his behalf and that due to an NSF, there was a balance due SmartNote of $24. On 7/22 Mr. [redacted] called our office regarding the cancellation letter and amount due SmartNote. I called the number provided on the Revdex.com complaint on 7/26/16 to apologize for any misunderstanding and to furnish the requested proof that we made several attempts to contact Mr. [redacted]. However, he stated he was not able to talk and that he would call me back at a later time. To date I have not had a return call. It is always our intention to resolve any issues and maintain customer satisfaction. In keeping with that tradition, I will refund $24.00 including the convenience of $1.95 to Mr. [redacted].
I called Mrs [redacted] to address her concerns and quickly resolved the matter. I expedited her refund free of charge and it will be processed via ACH transfer within 24-48 business hours. Mrs. [redacted] was satisfied with the resolution. Thank you,[redacted]
Dear [redacted]
I would be glad to go over the benefits of our program and
address your concerns.
First, as a courtesy, SmartNote does not charge any fees to
our customers should they cancel their account prior to the first debit. I see
that we have not processed any...
debits on your account, so if you choose to
cancel today you will not be charge any fees.
The following are the many benefits we offer our customers:
1) By
cutting the payment in half they make the debits more affordable and budgeting
easier
2) We
offer a way to manage/change their payment schedule and amount without
refinancing
3) We
offer flexible debiting schedules that can be changed at any time
4) We
help to build on-time payment history
5) We
provide parents co-signing for children a way to monitor the debits and
payments on the account with NSF alerts
6) We
help to build and accelerate equity. This is a great benefit to those
upside down on their loans
7) We
provide payment tracking on all lender payments
8) We
offer an easy way to manage the debiting account information on multiple loans
for the customer who changes banks or opens a new account
9) We
offer early payoff notification
We also work as the consumers’ personal advocate throughout
the life of the loan in all situations and assisting them with any questions or
issues they may have. This includes but is not limited to changing the
payment due date, obtaining deferments due to job loss, illness, or financial
difficulties, locating misapplied payments, monthly payment increases due to a
laps in the customer insurance, obtaining payoff quotes, and any other needs
the consumer may have.
Second, the dealership truly had your best interest in mind
when offering you SmartNote as a payment option. We would love the opportunity
to discuss our program benefits and address any questions or concerns you may
have. One of our friendly customer service agents has already called you and is
awaiting your call.
Thank you for being a valued customer. We appreciate your
business.
Sincerely,
[redacted]
[redacted] – SmartNote
Complaint: [redacted]
I am rejecting this response because when I spoke with the supervisor about my refund, it was made out to sound as if I had no other option but to accept the $35 processing fee. I never signed up for their service, the dealership I purchased the vehicle from involuntarily and fraudulently obtained my information stating that it was to set up direct deposit with my lien holder. SmartNote is not my lien holder so why should I be responsible for any type of sign up fee if I didn't willingly signed up for their services. I wish to receive the full refund payment which was removed from my account on January 21st, 2016 in the amount of $273.50
Regards,
[redacted]
Good afternoon,We received this complaint on 6/2/15 regarding a customer refund. A supervisor called Mr. [redacted] right away and processed an ACH transfer of $246.58 that day free of charge. Mr. [redacted] received the credit in his bank account the next day and was satisfied with the resolution. If...
there is anything else we can assist you or the customer with please contact me.Sincerely,[redacted]Customer Service Manager - SmartNote[redacted]@saveyourdough.com
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.
Regards,
[redacted]
Ms. [redacted],I have reviewed your account andwould like to take the time to discuss your account and address any concernsyou have. You enrolled in our program on 7/21/2012. Upon activation ofyour enrollment into our system on 8/6/2012 we sent an automated message toyour home phone number that...
was listed on the enrollment at the time, sent awelcome letter to your home address and email of [redacted]@GMAIL.COMwelcoming you to the SmartNote Payment Program. The dealership offered aservice at the time your auto was purchased which they believed would be abenefit to you. By signing the enrollment you agreed to our service andthe terms of our service. While there are fees associated with our program, ouranalysis shows an estimated accelerated payoff of 6 months (paying off in 66months in lieu of 72), an accelerated equity of $4,053.78 (the enrollment feeof $428 has already been deducted from this amount), and reduction in interestpaid to your lender of $1,269.59. Also, currently I show that $1,090.75 hasbeen sent to her lender as principal payment thus far. In addition tothese benefits SmartNote also offers the following benefits to our customers:1) Moreaffordable half debits & easier budgeting - Cutting the payment in half they make the debits more affordable andbudgeting easier2) Away to manage/change their payment schedule and amount without refinancing3) Aflexible debiting schedules that can be changed at any time to fit their payschedule4) Away to help build an on-time payment history5) Away for parents co-signing for children to monitor the debits and payments onthe account with NSF alerts6) Paymenttracking on all lender payments8) Aneasy way to manage the debiting account information on multiple loans for thecustomer who changes banks or opens a new account9) Earlypayoff notification10) Wealso work as the consumers’ personal advocate throughout the life of the loanin all situations assisting them with any questions or issues they mayhave. This includes but is not limited to changing the payment due date,obtaining deferments due to job loss, illness, or financial difficulties,locating misapplied payments, monthly payment increases due to a laps in thecustomer insurance, obtaining payoff quotes, and any other needs the consumermay have. Ms. [redacted], Iwould welcome the opportunity to personally discuss this matter further. Pleaseexpect a call from me this week. Sincerely,[redacted]Customer Service Manager -SmartNote
Complaint: [redacted]
I am rejecting this response because:I have read every response to customers and they say the same spill each time. I feel like this is a scam. I have not received an email stating you are charging me $1.95 per bank account withdrawal and I surely would not have signed papers saying that you would charge me $428.00. When you look at my papers there are numbers printed in the written part. If I have 5 college degrees and a PhD and you got me, how many other people have you gotten? I feel I need to contact our Awesome Attorney General Greg Abbot to help resolve this issue and make sure this doesn't happen again. I am so upset to think I was taken.
Regards,
Dr. [redacted]
Mr. [redacted],We have reviewed your response and would like to address your concern. When you purchased your 2013 Honda you were offered a biweekly payment option through SmartNote. You and the co-buyer both signed the SmartNote agreement agreeing to all terms of the contract on 9/12/15 which included paying an enrollment fee of $428.00 which is to be satisfied within the first year of service. As a courtesy to all of our customers, SmartNote prorates the enrollment fee down to a lesser amount should the customer choose to cancel the program anytime within the first year. In your case, the prorated amount was $85.00. In an effort to provide satisfactory customer service a supervisor lowered the prorated enrollment fee of $85.00 to just $35.00. That is a $50.00 discount. In addition to that SmartNote also waived the ACH transfer fee of $25.00 to expedite your refund and have the funds put back into your bank account. We sincerely apologize that you were not satisfied with the service provided. We truly made every attempt to address your concerns and resolve the matter to your full satisfaction. Attached is a copy of the SmartNote agreement for your review. We will also waive the remaining prorated enrollment fee of $35.00 and you should see a credit in your checking account in 24-48 hours. If you have any further questions or concerns regarding this matter, please contact Holly Henderson, Customer Service Manager at SmartNote, at [redacted]. Thank you.