Think-tank

We are very sorry that Ms [redacted] is unhappy with this situationWe value our customers and try to provide good customer service at all timesWe have had the supervisor for this area investigate Ms***' complaint, and he has reported the followingMs [redacted] originated the loan on May 16, The first monthly payment was due on June 16, Despite several promises to make a payment, Ms [redacted] did not do so and unfortunately fell behind on her paymentsIt is the office manager's responsibility to contact the customer and see if some payment arrangements can be worked out that would assist the customer in getting through whatever temporary financial difficulty she might be experiencingThe office manager was not able to get in touch with Ms [redacted] basically from July to August when Ms [redacted] called and said she would be in on August but did not make it in againDuring that period, the office manager did pull a credit report, which the company has permissible purpose to do, in an attempt to find an updated telephone number or some method of contact to reach Ms***Ms [redacted] did come to the office on August and settled the accountAgain, we are sorry that Ms [redacted] is upset but there is no indication that the office personnel did anything improper or inappropriate

Mr [redacted] ’s complaint was investigated by MsSummer Lindsey, the supervisor for that areaIn reviewing Mr [redacted] ’s file, she found that the late charge was the result of a late payment made in February (2/15/night drop), not in MarchThe late fee was correctly assessed but, as a customer service, this late fee is being waived for Mr [redacted]

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 I appreciate the company reaching out to me and I appreciate the manager apologizing to me as wellAs previous stated, I believe we both over reacted to this situation as we were both under a great deal of stress at the time of our encounter Regards, [redacted]

Mr [redacted] had a loan which he paid out in January His credit report reflected, and has always reflected, that his loan was “Paid in Full”The credit report also reflected that in the course of that loan he made late payments (days) three times, and that is correctThe credit report did not just pop up, as Mr [redacted] seems to believe, but has been reported over the last seven yearsWhat may be causing Mr [redacted] some confusion is the fact that a trade line only stays on a credit report for seven years; two of the three credit reporting bureaus have already dropped Mr [redacted] ’s trade line, and the third will do so shortly since May is the seven year point of the beginning of that loanAfter that, there will be nothing reported regarding Mr [redacted] ’s loan with Sun Loan Company

Investigation of this complaint indicates the following:Ms [redacted] had a loan that was charged off for non-payment in In June of Ms [redacted] paid off the loan in full and the account was properly reported to the credit reporting agencies as a "paid charge-off"Shortly afterwards, the loan office in which Ms [redacted] had her account was sold to another loan company, and so her account, as paid off, was no longer carried by this companyIt seems that Experian, of the three CRAs, had a problem with their reporting of this accountMs [redacted] did call our corporate office and, as she states, there was some difficulty in recovering the history of her accountThe reporting was corrected and our representative told Ms [redacted] that if she experienced any other problems she should call us directly because no branch loan office would have a record of her accountMs [redacted] did not follow that advice, in fact she submitted a request to the CRA's to have her credit reporting investigatedThat further confused the matter because, again, that account was not longer in the computer files of any officeWe answered the E-Oscar from the CRAs and got it straightened out again with the credit reporting agenciesMs [redacted] account is now being accurately and properly reported by the credit reporting agencies as a "paid charge off"

From: [redacted] [mailto: [redacted] ] Sent: Thursday, April 27, 10:AMTo: [redacted] < [redacted] >Subject: RE: The Revdex.com has received a customer concern about your businessThis complaint has been resolved alreadyAfter several attempts to get Ms [redacted] to provide us with the information we needed to investigate the matter, the account has been deleted from her credit report.Thanks, ***

Complaint: [redacted] I am rejecting this response because: during the "promises" that I made in trying to pay off the amount owed due to the financial issues I advised them I was having, there still was never any kind of concern expressed to me from the manager directly or anyone else in the office during my callsThey always gave me my pay off amount and would just hang upAs far as I understand, no credit report keeps an updated phone number for anyone to be reached at and I am not able to be reached during my working hours of 8:30am to 5:30pmThere was communication on my end in regards to trying to pay Sun Loan offI did complete the pay off as soon as I was approved by a consolidation loanI still do not agree with the reason for the credit check that was done without my permission or even mentioned would need to be done during my calls to the office Regards, [redacted] ***

We are very sorry that Mr*** is upset but, like many business entities, we do advertising to the local communityThat is why you see advertising mail, flyers on windshields, door hangers on doors, and yes, a Frisbee with our logo thrown into your yardMr*** is free to give it to the
kids or throw it awayIt is just advertisingContrary to his opinion, we do general advertising and we are not targeting only low income communitiesAlso, the application form to which he refers is a loan application that a person who does desire a loan can fill out and bring to our branch office and have a head start on the loan application processIf Mr*** filled out that application and brought it to our office to complete the loan process, I can assure you that it would not be lost in the trash nor would any of his personal information be compromised

Ms*** was mailed a copy of her account payment history and a copy of her loan contractUnfortunately the copy of the loan contract mailed to her had the very bottom part of the document with her signature cut offMs*** is being provided another copy of the loan contract showing her signatureIt is being provided to her via our response to the additional complaint of this nature that she made via the CFPB

Complaint: ***
I am rejecting this response because:Your Texas city location is no longer open
Regards,
*** ***

Ms*** applied for a loan at our *** branch officeThe computer records indicated that she had a charged off account at our *** location, which Ms*** denied. The computer record indicates that Ms***'s loan was written off for non-payment in October of 2004, leaving a balance of
$Subsequently, a payment of $was made in September of 2008, and a payment of $was made in October of and that was itAll file records from have been purged and we no longer have a copy of Ms***'s original contract, so we are considering the debt as purged, and Ms*** has been told thatAs far as anything being "on the record" this was a loan that was charged off in and has not been reported to the credit bureaus for many years

Complaint: ***
I am rejecting this response because:When I originally requested the legal binding document it should have been sent with everything that needed to be there such as a signatureAlso, it was not addressed as to why this account was updated with the credit bureaus while it was being disputedThat is against the FCRA and the fair collection practices.
Regards,
*** ***

We are certainly sorry that Mrs*** is unhappyThe branch office records indicate that her account, however, has been past due since November 14, and it is the *** ***'s responsibility to contact herLast contact with Mrs*** was on November 02, Mrs*** has indicated
that she is experiencing some financial difficulties at this time and would not be able to make full monthly payments on her loan, and the branch *** *** is certainly willing to work with her in coming to a payment arrangement that would help her to get through this difficulty and keep her loan from being charged off but a dialogue between them is necessaryMrs*** does not wish messages left with her references or at her place of employment and we will of course honor that requestI would encourage Mr*** to call the *** ***, who would like to work with her, and come to a mutually satisfactory payment arrangement

Mr***’s complaint was investigated by MsSummer Lindsey, the supervisor for that areaIn reviewing Mr***’s file, she found that the late charge was the result of a late payment made in February (2/15/night drop), not in MarchThe late fee was correctly assessed but, as a customer
service, this late fee is being waived for Mr***

Complaint: ***
I am rejecting this response because:I have requested validation from this company and was sent a statement but still no signed legal instrument of indebtness with my physical signatureThis company also updated information with the credit bureaus while this account was under investigationI have attached statement that I was sent as well as the information and dates showing that this account was updated with the credit bureaus during the investigation
Regards,
*** ***

We are very sorry that the customer was upsetI had the Regional Supervisor look into this matter and have been informed that the Regional Supervisor spoke with the customer, and that the branch manager has also spoken to the customerThe situation was stressful and there was probably some
overreaction on all sidesApologies have been exchanged on both sides, and the customer was told how much we do appreciate her businessThe customer no longer wants her account moved to another branch officeThe two late fees have been expensed out and I believe everyone is satisfied with the result

Ms***, Checked with the Sun Loan office in Poplar Bluff and confirmed that Mr*** did have a loan that was charged off and then was paid off in February The Sun Loan office computer system was reporting the account correctly to the credit reporting agencies as “Paid Charge Off”
A check of the credit reporting agencies shows that Experian was reporting it correctly as “Paid Charge Off”, Transunion was reporting it as “Unpaid Balance/Charge Off”, and Equifax was reporting it as “Paid as Agreed/Feb 2014”An update has been sent today by our corporate office to Transunion and Equifax to reflect the account properly as “Paid Charge Off” The credit reporting agencies usually take about days to correct a tradeline after receiving an update Please let me know if you require any further informationBest Regards, ***

We are very sorry that Ms*** is unhappy with this situationWe value our customers and try to provide good customer service at all timesWe have had the supervisor for this area investigate Ms***' complaint, and he has reported the followingMs*** originated the loan on May 16,
The first monthly payment was due on June 16, Despite several promises to make a payment, Ms*** did not do so and unfortunately fell behind on her paymentsIt is the office manager's responsibility to contact the customer and see if some payment arrangements can be worked out that would assist the customer in getting through whatever temporary financial difficulty she might be experiencingThe office manager was not able to get in touch with Ms*** basically from July to August when Ms*** called and said she would be in on August but did not make it in againDuring that period, the office manager did pull a credit report, which the company has permissible purpose to do, in an attempt to find an updated telephone number or some method of contact to reach Ms***Ms*** did come to the office on August and settled the accountAgain, we are sorry that Ms*** is upset but there is no indication that the office personnel did anything improper or inappropriate

Complaint: ***
I am rejecting this response because:
Not once in my conversation with Mrs *** did I tell her that I was happyi did agree to make payments that I can comfortably make monthly that will not leave me financially stressed which was agreed and accepted by Mrs ***i disagree with her stating that I was not contacted numerous times in the day on my cell to my place of employment and to my references
Regards,
*** ***

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.
I appreciate the company reaching out to me and I appreciate the manager apologizing to me as well. As previous stated, I believe we both over reacted to this situation as we were both under a great deal of stress at the time of our encounter.
Regards,
[redacted]