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Understanding the type of documentation in hand and exactly how loan interest and loan:charges can affect a borrower's loan balance over time may require some time and effort by the borrower. In this instance, I have personallymade two offers of time for an appointment with Mr. [redacted] to explain the...

loan activity on his account. Both times were not accepted. In Mr. [redacted]'s defense, I feel comfortable acknowledging that there may very well:be a conflict With:his work hours and our open office hours. Our open office hours are 9:00 AM to 5:00 PM Mon H Fri. However, we have made an honest effort to make time for him by appointment with a goal in mind to explain the account balance and loan repayment history to him in person and over the phone. Furthermore, what may be complicating matters more is a misinterpretation of a loan statement with a payoff letter and how forced place auto insurance can and has affected his loan balance and payoff. Unable to visit with Mr. [redacted] in person to review the document he claims is a payoff statement has, made it difficult for the Credit Union to respond with complete accuracy:about the Statement. However, Mr, [redacted] has admittedly acknowledged he has allowed his auto insurance to lapse on more than one occasion causing the loan balance to increase due to forced placed auto insurance being added to the loan balance. Forced placed insurance, when added to consumer and mortgage loan balances, is a normal and customary practice in the lending industry and, a common result of lapsed collateral protection insurance.Moreover, a loan amortization schedule prepared at [redacted] :inception can not be relied upon for payoffquotation. The amortization schedule is only a schedule. When c4her charges occur to the loan balanceduring the term of the loan it can often result in an adjuStrnent to the scheduled loan balance and payoff.  Had Mr. [redacted] been able to work us in his schedule for a personal:visit we would have been able to show him the detail of his loan balance activity and how other Charges, such as forced placed insurance, may have significantly affected (increased) the loan payoff from the scheduled balance as reported on the original amortization schedule.Financial Builders FCU's offer still stands, We are more than happy to show him the detail on his loan history if he is interested.Best Regards,Dean R[redacted]VP & Chief Lending Officerd[redacted]Pfiriancialbuilders.org(765) 455-0500 X 3457