Southern Tier Agency

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]

[redacted] I apologize for the delay in my response to the above referenced complaint I have investigated the matter and have found Ms [redacted] account information Her account was with a third party agency and I cannot speak to the contents of her conversation with that company If the communications occurred as Ms [redacted] describes, they did so in violation of our policies which are written into all account servicing contracts We will be reviewing the company's contract as a result of Ms [redacted] complaint for adherence to the mandated compliance policies and procedures We have already ensured that Ms [redacted] one time payment was refunded to her in full and that all future scheduled payments were cancelled We have made sure that Ms [redacted] account was flagged so that all communication regarding the account shall cease and desist and the account will not be placed or sold to another company.I hope this is sufficient to address Ms [redacted] concerns If you or Ms [redacted] has any further questions or concerns, please feel free to forward them at your earliest convenience

I apologize for the delay in this reply The attached response was prepared for your office some time ago, but apparently was not sent If you would like me to send a privacy-redacted copy of the refund issued to consumer, I would be happy to forward this upon request.June 17, 2015Re: Complaint# [redacted] , [redacted] * [redacted] Dear Ms [redacted] :First and foremost, I would like to apologize to Ms [redacted] for any grief orinconvenience she may have experiencedIt seems that Ms [redacted] spoke with a third partycontracting company and we will investigate her allegations regarding the treatment she receivedand the lack of information and required notices fully.Until this complaint was received, Southern Tier never received a request for a refund ofthe payment and had no knowledge that such a refund was desiredAll account servicers arerequired to issue full and immediate refunds to any consumers upon requestI have no idea whyMs [redacted] would have experienced anything less than prompt and courteous compliance withher requestWe have refunded Ms [redacted] ’s monies to her in fullIf she received anyadditional charges to her account as a result of the payment of these funds, we would be happy toissue her a check for the amount(s).I hope this reply is sufficient to satisfy Ms [redacted] ’s concernsWe do apologize for anygrief that she may have experienced as a result of this incidentIf you or Ms [redacted] has anyfurther questions or concerns, please do not hesitate to contact our office.Truly, [redacted]

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,
*** ***

I have reviewed and investigated Ms***'s complaint. It appears that our company processed the payments setup between Ms*** and Portfolio Business Management, Inc(PBM). Southern Tier Agency, Incnever contacted Ms*** nor engaged in any collection from her. However,
we can confirm the payments Ms*** has mentioned and have contacted PBM on her behalf. According to that company, Ms*** actually had a longer payment arrangement, which was reflected in the letter they sent to her confirming her account's paid status. According to their records, a copy of this letter was emailed to Ms*** on December 7, as per her request to *** I have requested that they resend a copy of that letter, a copy of which I have attached. Please be advised that this attachment contains private material and is meant exclusively for Ms***. We are providing it through your agency because she has sent the request for proof of her payments through you. Please do not publish or disclose this information to any other party.I hope this response is sufficient to satisfy Ms***'s concerns. If you or Ms*** has any further questions or concerns, I would be happy to offer additional assistance

I have reviewed Ms***'s complaint and have investigated her claims. While Southern Tier Agency, Incdid process Ms***'s payment, we did not contact her. Therefore, I cannot determine at this time the validity of the specifics of her complaint. I have requested further
information from the company that did contact Ms*** regarding this situation and we will continue to investigate and attempt to correct and/or deter all such action(s) in the futureThat being said, it is our preference to err on the side of caution and take Ms*** at her word completely. Her payment(s) have been refunded in full as of today and, despite the refund, the account has been considered closed and satisfied. Although it may take 3-business days for the payment(s) for her bank to make those funds available to her account. Documentation will be provided to Ms*** at the address she provided in her complaint to confirm thisI hope this reply is satisfactory for the situation that has occurred. Southern Tier Agency, Incsincerely apologizes to Ms*** for any grief that has been caused to her as a result of this incident. We haven taken her complaint very seriously and appreciate the opportunity to correct things that are wrong so that someone else does not face a similar experience

I apologize for the delay in this reply.  The attached response was prepared for your office some time ago, but apparently was not sent.  If you would like me to send a privacy-redacted copy of the refund issued to consumer, I would be happy to forward this upon request.June 17, 2015Re:...

Complaint# [redacted]Dear Ms. [redacted]:First and foremost, I would like to apologize to Ms. [redacted] for any grief orinconvenience she may have experienced. It seems that Ms. [redacted] spoke with a third partycontracting company and we will investigate her allegations regarding the treatment she receivedand the lack of information and required notices fully.Until this complaint was received, Southern Tier never received a request for a refund ofthe payment and had no knowledge that such a refund was desired. All account servicers arerequired to issue full and immediate refunds to any consumers upon request. I have no idea whyMs. [redacted] would have experienced anything less than prompt and courteous compliance withher request. We have refunded Ms. [redacted]’s monies to her in full. If she received anyadditional charges to her account as a result of the payment of these funds, we would be happy toissue her a check for the amount(s).I hope this reply is sufficient to satisfy Ms. [redacted]’s concerns. We do apologize for anygrief that she may have experienced as a result of this incident. If you or Ms. [redacted] has anyfurther questions or concerns, please do not hesitate to contact our office.Truly,[redacted]

Good afternoon,We have reviewed Mr. [redacted]'s complaint.  It appears that our company provided the payment processing for his account on behalf of [redacted], Inc.  Therefore, because our company did not request or direct the communication(s) to Mr. [redacted], we cannot account for...

the content or appropriateness of his communications with them.  Additionally, we do not have any business dealings with a company called "[redacted] Business."  As per Mr. [redacted]'s request, we have refunded all monies paid by him to us, totaling $364.00.  While the refund was sent to Mr. [redacted]'s financial institution today, it may take an additional 3-5 business days before the funds are deposited into his account.  This process is controlled entirely by his financial institution and any questions regarding timing of the deposits should be directed there.  We can provide transaction approval confirmation numbers and other documentation proving the refunds to Mr. [redacted] upon request.  Additionally, we have secured on Mr. [redacted]'s behalf a promise from JS Resolution that all telephonic communication will cease and desist.  JS Resolution will send his account back to the current creditor with a request that they send account validation to Mr. [redacted] in writing to his home address.  If Mr. [redacted] has any further questions or concerns, he will need to contact one of those two parties directly as our contract with JS Resolution terminates on October 23rd and will not be renewed.I hope this is sufficient to address Mr. [redacted]'s concerns.  We are sorry that we could not clear up all of his concerns, but we were pleased to be able to provide him with the relief that he requested.  Please let me know if you or Mr. [redacted] requires anything further.  Thank you.Truly,Catherine M[redacted]

I have received and investigated Ms. [redacted]'s complaint.  I have located Ms. [redacted]'s payment to our office.  It seems that she was not contacted by our company and, according to our records, did not contact our office herself.  Southern Tier Agency, Inc. processed the payment on...

Ms. [redacted]'s account as the current creditor of the account.  Upon receipt of her complaint, I have refunded all payments made by Ms. [redacted] to our company.  Those funds should be made available to her account within 3-5 business days, depending on the processing times of her bank. I have also requested validation of the account from the original creditor and will forward all information received to the address she has provided in the complaint.  However, we have closed her account within our office as and documentation to that affect will be sent directly to her at that address.  No further communication, attempt to collect or sale of the account to another party will occur. The conduct and content of the conversation(s) Ms. [redacted] experienced with respect to her account are unacceptable.  We neither authorize nor condone such treatment of consumers.  If everything occurred as Ms. [redacted] claims, it was in direct violation of policies and procedures required of all parties handling our account(s) and/or communicating with account holders.  We are asking the company that instigated communication to retrieve all telephone records and recordings for our review.  If everything occurred as Ms. [redacted] claims, then we will take immediate remedial and/or punitive action necessary to ensure that this does not happen again. We treat Ms. [redacted]'s identity theft and concerns regarding the security of her personal information with the utmost concern.  At this time, we have no evidence that Ms. [redacted]'s personal information was taken, copied, and/or used in an unauthorized manner.  We also have no evidence that the underlying account within our office was the product of identity theft; nevertheless, we have still closed the account for her.  Policies and procedures are in place to protect against any such incidents.  However, we are continuing to look into the matter and would be more than happy to cooperate and assist in her investigation in any way that we can. I hope that this reply is sufficient to address the situation that has occurred.  We sincerely apologize to Ms. [redacted] for any grief that she may have experienced as a result of this incident.  We will continue to investigate the matter and take whatever steps are necessary to prevent repeat offenses.

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]

[redacted]
[redacted]
I apologize for the delay in my response to the above referenced complaint.  I have investigated the matter and have found Ms. [redacted] account information.  Her account was with a third party agency and I cannot speak to the contents of her...

conversation with that company.  If the communications occurred as Ms. [redacted] describes, they did so in violation of our policies which are written into all account servicing contracts.  We will be reviewing the company's contract as a result of Ms. [redacted] complaint for adherence to the mandated compliance policies and procedures.  We have already ensured that Ms. [redacted] one time payment was refunded to her in full and that all future scheduled payments were cancelled.  We have made sure that Ms. [redacted] account was flagged so that all communication regarding the account shall cease and desist and the account will not be placed or sold to another company.I hope this is sufficient to address Ms. [redacted] concerns.  If you or Ms. [redacted] has any further questions or concerns, please feel free to forward them at your earliest convenience.