Veros Credit

Dear Dispute Department:
This is in response to
your correspondence dated February 23, regarding the complaint of the
above mentioned customer. The details of
this incident were forwarded to the Veros
Credit Compliance Department where a
full and thorough investigation into this matter was carried out
*** ***'s
sole complaint is that after paying off his account in full, Mr*** has
not received title to the Vehicle. As a
general practice, once an account is paid in full by the customer, title is
released electronically by Veros Credit through the Department of Motor
Vehicles ("DMV"). The DMV may
place a hold on the release of title at its discretion As a courtesy to the customer, if title is not
released electronically by the DMV, Veros Credit will provide the customer with
an Application for Duplicate or Paperless Title
("REG 227") to submit to the DMV in order to obtain title
In this case, Veros
Credit timely submitted electronic title to the Vehicle after Mr*** paid
off the full balance of the account.
However, the DMV has placed a hold on the release of title due to Mr***'s
failure to pay registration fees and fulfill smog requirements. A REG form was mailed to Mr***
on February 23, by Veros Credit. Mr
*** is encouraged to submit the REG form and contact the DMV in
order to obtain title.
Please do not hesitate
to contact Veros Credit if you have any questions or comments as to the
foregoing at *** ***. Thank you
for taking the time to contact Veros Credit
Sincerely,
Veros
Credit, LLC

Dear Complaint Department:
This communication is
in response to a business complaint filed on April 21, 2015, by *** ***
with the following complaint ID#: ***.
The details of this incident were
forwarded to Veros Credit, LLC's
Compliance Department where a full and thorough investigation into this matter
was carried out
Veros Credit strives
to provide excellent customer service to its customers and its representatives
would never communicate with its customers in a rude or inappropriate
manner. Veros Credit appreciates Ms
***'s input and is looking into whether additional customer service
training needs to be provided to our representative.
Pursuant to Ms
***'s vehicle retail installment contract, the account will fall into
default when a payment is not made on the date agreed to in the contract. In this case, a due date change was provided by
Veros Credit to assist Ms***'s financial needs. Ms***'s payments are payable on the
19th of every month. Please be advised
that Veros Credit offers its customers many options to assist them including
extensions, temporary payment reductions and due date changes. One of the mentioned options could possibly
benefit Ms***, and she is encouraged to contact me directly at *** ***
to discuss her options I look forward
to working with her
Further, Ms***'s request to restrict
Veros Credit from contacting her place of employment has been granted.
Thank you for your
consideration of the information above.
Please do not hesitate to contact me if you have any questions or
comments as to the foregoing
Sincerely,
Veros
Credit, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***How about, some how they play that recorded conversationI would Not reject on such actionsFor some one who cares on what really was said that dayBeing told that I am O.K not worry about the car being repossessedI was respectful but more Sad and disappointed of there actionsBottom line is that I was ( Trying ) to make some sort of payments ( witch ) they did Not deny.They knowing that it was hard for me to pay my full payment amount and then Repossessing the car end making thee amount times more it does not take a genius to determine the outcomeThey know what they did

Ms. [redacted] RISC requires her to purchase and maintain property insurance on the vehicle, protecting against loss and physical damage.  Ms. [redacted] agreed that if she failed to maintain insurance, [redacted] Credit may obtain insurance on the vehicle.  We mailed Ms. [redacted] several...

requests to provide her proof of insurance which were ignored.  Therefore, we placed a one-year insurance policy on the vehicle retroactive to October 16, 2017.  The premium for the insurance was then amortized over the life of the contract, at the contract rate, and Ms. [redacted] payment was adjusted accordingly.                Ms. [redacted] obtained her own insurance policy on March 12, 2018, cancelling the existing policy placed by [redacted] Credit.  The unearned premiums were refunded on a pro-rata basis, and Ms. [redacted] payment was again adjusted to reflect the credit to her account.  However, the “earned” premiums remain on the account for the time period in which Ms. [redacted] vehicle was insured by [redacted] Credit, and amortized through Ms. [redacted] remaining payments on the account. Therefore, Ms. [redacted] adjusted payment amount is correct.

VIA Revdex.com WebsiteDear Complaint Department:This communication is in response to a business complaint filed on February 24, 2015, by [redacted] with the following complaint ID#: [redacted]. The details of this incident were forwarded to Veros Credit, LLC's Compliance Department where a full and thorough...

investigation into this matter was carried out. Below is an outlined response to Ms. [redacted]’s complaint.Customer ServiceVeros Credit strives to provide excellent customer service to its customers and its representatives would never communicate with its' customers in a rude or inappropriate manner. Veros Credit appreciates Ms. [redacted]'s input and is looking into whether additional customer service training needs to be provided to our representative.Monthly Account BalanceMs. [redacted]'s payments are due on the 21st of every month. Pursuant to the vehicle retail installment contract signed by Ms. [redacted], Veros Credit does not charge a late fee until 10 days after each payment is due. On several occasions, Ms. [redacted] made partial payments which failed to bring her account current, causing her to incur late charges.Veros Credit often works with its customers to provide payment alternatives specifically tailored to the customer's individual needs, including extensions and deferments of payments. Veros Credit has attempted to work with Ms. [redacted] in order to assist in bringing her account current by providing her with a payment extension and on a separate occasion waiving a late fee. A due date change could possibly benefit Ms. [redacted] and she is encouraged to contact our office to discuss her options.Further, the additional amount that is being added to Ms. [redacted]’s account, aside from the frequent late charges, is the interest. For Ms. [redacted]'s reference, I have attached her retail installment contract for her review which references the calculation of a finance charge that is included in her monthly balance.If requested, Veros Credit will provide Ms. [redacted] with her accounting details evidencing prior late fee charges, accrued interest, partial payments, and account balance. Ms. [redacted] is welcome to contact Veros Credit if she has any questions or comments as to the foregoing at (714) [redacted] Thank you for taking the time to contact Veros Credit.Sincerely,Veros Credit, LLC

Dear Complaint Department:
 
            This communication is
in response to a business complaint filed on February 26, 2015, by [redacted] with the following complaint ID#: [redacted].  The...

details of this incident were forwarded to
Veros Credit, LLC's Compliance Department where a full and thorough
investigation into this matter was carried out.
 
            On February 17, 2015, Ms.
[redacted] made a payment of $390.11 via [redacted].
Ms. [redacted]' account was past due at the time this payment was made and the
payment was applied to the total deficient account balance due and owing at
that time.  Therefore, even after the
payment was made by Ms. [redacted], the account balance was not brought up to date.
 
Pursuant to the vehicle retail installment
contract signed by Ms. [redacted], Veros Credit has the authority to repossess the
vehicle in the event that the account falls into default which why Ms. [redacted]
received a notice from the repossession agency. 
Veros Credit offers many options to assist its customers through
financial hardships, including extensions, temporary payment reductions and due
date changes.  Unfortunately, Veros
Credit was unable to reach Ms. [redacted] on her provided telephone number and was
also unsuccessful when calling the additional phone number provided by her.
Therefore, Veros Credit could not offer any of these options.  Veros Credit has made several attempts to work
with Ms. [redacted] and she is strongly encouraged to continue to communicate with this
office should she find herself in need of assistance. 
 
Additionally, it is not Veros Credit's
practice to disclose account information to a third party.  If any third party was contacted it was for
the sole purpose of obtaining location information for Ms. [redacted].  However, her file has been noted not to
continue any such contact as requested.
           
            Please do not hesitate
to contact Veros Credit if you have any questions or comments as to the
foregoing at [redacted].  Thank you
for taking the time to contact Veros Credit.
 
Sincerely,
 
                                        ...⇄ Veros
Credit, LLC

Dear Complaint Department:
 
            This communication is
in response to a rebuttal to Veros Credit’s response to Ms. [redacted]’s
Revdex.com complaint with the following complaint
ID #: [redacted].
 
Below I have outlined Veros Credit’s response
to Ms. [redacted]’s concerns addressed in her rebuttal to Veros Credit’s response.
 
 
Third Party Contacts
 
If any third party was contacted it was for
the sole purpose of obtaining location information for Ms. [redacted].  Veros Credit strives to provide excellent
customer service and its representatives would never communicate in a rude or
inappropriate manner.  Veros Credit
appreciates Ms. [redacted]'s input and is looking into whether additional customer
service training needs to be provided to our representative. 
 
Increased Balance Due to
Vehicle Insurance
                
As stated in the motor vehicle retail
installment contact signed by Ms. [redacted], in the event that Veros Credit is
notified that motor vehicle insurance is not obtained by Ms. [redacted], Veros
Credit would obtain insurance to protect its interest in the vehicle and the
insurance premium would be added to the customer’s account balance. 
 
In this case, Veros Credit did place
insurance on the above referenced vehicle after it was verified by the
insurance company that the insurance was cancelled due to non-payment by
Ms. [redacted].  Therefore, Ms. [redacted]’s
monthly payments increased.  As mentioned
in the original response, Ms. [redacted] has been reimbursed all fees placed on
her account associated with the insurance and her account balance has
been reduced to her original monthly payment.
 
Credit Reporting
 
As Ms. [redacted] stated in her rebuttal, on March
19, 2015, Ms. [redacted] made a payment to Veros Credit in the amount of $424 via personal
check.  Ms. [redacted]'s account was past
due at the time this payment was made, and the payment was applied to the total
deficient account balance due and owing at that time. Therefore, even after the
payment was made by Ms. [redacted], the account balance was not brought up to date
and late fees were assessed.  Ms. [redacted]
did not make her next payment to Veros Credit until June 2, 2015. Accordingly,
Veros Credit’s credit bureau reporting accurately reflects Ms. [redacted]’s
account history as required under the Fair Credit Reporting Act. 
 
Repossession Agency
 
Lastly, Veros Credit is not affiliated with
the repossession agency that repossessed Ms. [redacted]’s vehicle and any concerns
regarding the repossession agency will be better addressed by contacting the
agency directly. 
 
Please do not hesitate to contact Veros
Credit if you have any questions or comments as to the foregoing at (714)
210-6913.  Thank you for taking the time
to contact Veros Credit.
 
Sincerely,
 
                                        ...⇄ Veros
Credit, LLC
v

My full name is [redacted]

Revdex.com:
  
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Veros Credit Denied to state that I Voluntarly surrendered the vehicle on the agreed date as well as sold vehicle the vehicle the following month.  Veros credit continued to keep the Skip Cannot Locate status on my credit report for 2 years.  
Regards,
[redacted]

We are in receipt of the Complaint made by Ms. [redacted] on December 24, 2015 to your office, regarding her account with Veros Credit. Ms. [redacted] alleges that she and her family received threatening calls from Veros Credit. This letter shall serve as our formal response.Ms. [redacted]’s complaint did...

not contain detailed information regarding the type of threats that she and her family allegedly received to conduct a proper investigation. Ms. [redacted] has had several conversations with our office over the life of her account regarding payments due. Our office has made efforts to assist Ms. [redacted] regarding her failure to meet payment obligations, including granting extensions that allowed the account to remain in good standing.Veros Credit strives to provide excellent customer service to its customers and prohibits representatives to communicate with its customers in a rude or inappropriate manner. Veros Credit appreciates Ms. [redacted]’s input and is looking into whether additional customer service training needs to be provided to our representative(s). Ms. [redacted] is encouraged to stay in contact with Veros Credit’s customer service department to assist with her future needs.If you wish to discuss the matter further or require further information, please feel free to contact me at (714) 210-6961 (my direct line). Thank you. Sincerely,[redacted]Veros Credit, LLC

March 26, 2015 VIA Revdex.com Website Customer: [redacted] Vehicle: 2001, Volvo V70, [redacted] Account #: [redacted] Dear Complaint Department: This communication is in response to a Revdex.com complaint filed on December 27, 2014, by [redacted] with the following complaint ID#: [redacted]. The...

details of this incident were forwarded to Veros Credit, LLC's Compliance Department where a full and thorough investigation into this matter was carried out. In certain situations, circumstances may arise in which Veros Credit may need to communicate to Ms. [redacted] prior to the customer making their next payment, including but not limited to inconsistent payment amounts or in the case of any suspected fraud. In that situation, the customer's account may not have online payment access in order to properly assist the customer. In this case, Veros Credit offered to waive the fee associated with making a payment over the phone and Ms. [redacted] declined. Veros Credit has numerous payment options and contrary to what Ms. [redacted] stated in her complaint, all additional fees are disclosed prior to payment. Further, Veros Credit will provide any account statement information such as prior late fee charges, interest accrued, or account balance due and owing from Ms. [redacted] if requested. Veros Credit strives to provide excellent customer service to its customers and its representatives would never communicate with its customers in a rude or inappropriate manner. At this time, Ms. [redacted]'s account has been fully paid and the matter has been resolved. Please do not hesitate to contact Veros Credit if you have any questions or comments as to the foregoing at [redacted]. Thank you for taking the time to contact Veros Credit. Sincerely, Veros Credit, LLC

Dear Complaint Department: This communication is in reply to a rebuttal to Veros Credit, LLC's response to [redacted]' Revdex.com complaint with the following complaint ID#: [redacted]. Veros Credit strives to provide excellent customer service to its customers and its representatives would never communicate with its' customers in a rude or inappropriate manner.Veros Credit appreciates Ms. [redacted]' input and is looking into whether additional customer service training needs to be provided to our representative. Further, Veros Credit often works with its customers to provide payment alternatives specifically tailored to the customer's individual needs, including due date changes and deferments of payments. However, there are certain situations where the payment alternatives may not be approved, such as an account that is in default. In December 2014, Ms. [redacted] was informed that her account must be current before a due date change request would be approved. As stated in Veros Credit's initial response to Ms. [redacted]' Revdex.com complaint, Veros Credit was unable to reach Ms. [redacted] on her provided telephone number and was also unsuccessful when calling the additional phone number provided by her which prevented Veros Credit from offering additional payment alternatives.In the event that Ms. [redacted] would like a payoff quote from Veros Credit, she may contact the Compliance Department directly at (714) 210-6913. Sincerely, Veros Credit, LLC

Dear Complaint Department:This communication is in response to a Revdex.com complaint filed on February 23, 2015, by [redacted] with the following complaint ID#: [redacted]. The details of this incident were forwarded to the Veros Credit, LLC Compliance Department where a full and...

thorough investigation into this matter was carried out.As stated in Ms. [redacted]' vehicle retail installment contract, her monthly due date is the 28th of each month. On November 14, 2012, Ms. [redacted] communicated to Veros Credit that she was not able to make her future scheduled payments due to her financial situation. Ms. [redacted] was advised that Veros Credit would assist her through this financial hardship and provided Ms. [redacted] with documents for her to sign and return to Veros Credit. However, these documents were never returned to Veros Credit and when Veros Credit followed up with Ms. [redacted] on November 20, 2012 Ms. [redacted] stated that she had the intension to make her next payment. This payment was never received and at that time Ms. [redacted]' account was delinquent. Between November 20, 2012 and November 30, 2012, Veros Credit was unable to reach Ms. [redacted] and therefore skip trace activity was carried out and reported to credit reporting agencies. Veros Credit has since been able to contact Ms. [redacted] and therefore her credit report has been updated to reflect that Veros Credit was able to locate Ms. [redacted].Veros Credit offers many options to assist its customers through financial hardships, including extensions, temporary payment reductions and due date changes. Unfortunately, Veros Credit was unable to reach Ms. [redacted] on her provided telephone number. Therefore, Veros Credit could not offer any of these options at the time that her account became delinquent.Please do not hesitate to contact Veros Credit if you have any questions or comments as to the foregoing at (714) 210-6913. Thank you for taking the time to contact Veros Credit.Sincerely,Veros Credit, LLC

Ms [redacted] is not a customer of Veros Credit; however, Ms. [redacted]’s phone number was provided by the customer referenced in her complaint.  It is not our practice to disclose account information to a third party.  If any third party was contacted it was for the sole purpose of obtaining...

location information for a customer of Veros Credit.               Notwithstanding the above, our office will act to ensure that Ms. [redacted]’s phone number is not called.  Furthermore, we will remove any number that could be in relation to her mother, who she also claims was also contacted.  Veros Credit strives to provide excellent customer service to all we encounter, and we appreciate Ms. [redacted]’s input.  We are currently determining whether additional training is required to our representatives.

Dear Complaint Department:
 
            This communication is
in response to a Revdex.com complaint filed on August 3, 2015, by
[redacted]  with the following complaint ID#: [redacted]. The...

details of this
incident were forwarded to the Veros Credit, LLC Compliance Department where a
full and thorough investigation into this matter was carried out. Below is an
outlined response to Ms. [redacted]’s complaint.
 
Convenience Calls
 
Pursuant to Ms. [redacted]’s vehicle retail
installment contract, the account will fall into default when a payment is not
made on the date agreed to in the contract. 
Once an account has defaulted, Veros Credit attempts to contact its
customer to offer payment options, such as extensions, temporary payment
reductions or due date changes.  Ms.
[redacted] frequently failed to make her payments by the agreed upon due date and
as a result, Veros Credit began reaching out to Ms. [redacted] to offer payment
plan assistance.  
 
Unfortunately, Veros Credit was unable to
reach Ms. [redacted] on her provided telephone number prior to the date of
repossession. Therefore, Veros Credit could not offer any of these options.  Veros Credit did receive a signed document
from Ms. [redacted] on June 29, 2015 to defer her payment, however her account
was already in default and receipt of the document would not place her account
out of default.  Veros Credit has made
several attempts to work with Ma. [redacted] and she is strongly encouraged to
continue to communicate with this office should she find herself in need of
assistance. 
 
Further, Ms. [redacted]’s request to restrict
Veros Credit from contacting her place of employment has been granted.   
 
Repossession
 
Pursuant to the vehicle retail installment
contract signed by Ms. [redacted], Veros Credit has the authority to repossess
the vehicle in the event that the account falls into default.  On June 26, 2014, Ms. [redacted]’s vehicle was
repossessed due to her defaulting on her account.  Ms. [redacted] requested to have her vehicle
moved from the repossession lot to the auction lot to reduce storage fees. Veros
Credit was notified that the repossession agency failed to timely transfer Ms.
[redacted]’s vehicle and immediately contacted the appropriate personal at the
repossession lot to have the vehicle transferred as soon as possible. Ms.
[redacted] was notified of this situation and on July 6, 2015, Ms. [redacted]
picked up her vehicle from the auction lot.
 
Account History
 
As requested, attached to this response is Ms.
[redacted]’s account payment history.  Ms.
[redacted]’s increased monthly payments are a result of several late fees and
non-sufficient funds fees. Ms. [redacted] requested a due date change on or
around August 27, 2014 which in effect made her next payment due and owing on
September 2, 2014.  Veros Credit did not
receive a payment from Ms. [redacted] for her September 2014 balance. On October
2, 2104, Veros received Ms. [redacted]’s payment, however, Ms. [redacted]’s account
was past due at the time that her October payment was received, and the payment
was applied to the total deficient account balance due and owing at that time.
Therefore, even after the payment was made by Ms. [redacted], the account balance
was not brought up to date and late fees were incurred and continued to incur
as a result of Ms. [redacted]’s failure to bring her account current.
 
Credit Reporting
 
Under the Fair Credit Reporting Act, Veros
Credit has an obligation to report accurate information to the credit
bureau.  Our records indicate that Ms.
[redacted] made multiple late payments during the life of her account with
us.  Accordingly, it appears that
Veros Credit’s credit bureau reporting was and is accurate.  If Ms. [redacted] has additional information she
would like us to consider regarding her payment history, she may provide it to
Veros Credit as soon as possible.
 
            Please do not hesitate
to contact Veros Credit regarding any questions or comments as to the foregoing
at (714) [redacted].  Thank you for taking
the time to contact Veros Credit.
 
Sincerely,
 
                                        ...⇄ Veros
Credit, LLC

Dear Complaint Department:
 
            This communication is
in response to a Revdex.com complaint filed on March 25, 2015, by Renee [redacted]
with the following complaint ID#: [redacted].  The details of this...

incident were forwarded to
Veros Credit, LLC's Compliance Department where a full and thorough
investigation into this matter was carried out.
 
            During the life of Ms.
[redacted]'s account, Ms. [redacted] used the payment method of ACH which is an
electronic service that automatically debits money from the customer's account
on a monthly basis to pay for his/her monthly payments due and owing to Veros
Credit.  On or around February 23, 2015,
Veros Credit received a payoff from Ms. [redacted].  Unfortunately, the ACH was scheduled to debit
money from Ms. [redacted]'s account on the same day that Veros Credit processed
the payoff and Ms. [redacted]'s account was debited.  Veros Credit refunded Ms. [redacted] the full
amount of money that was debited following her payoff.  
           
            After Veros Credit's
Accounting Department was made aware of this issue it conducted a further
investigation into the reason for the continued ACH service on Ms. [redacted] account.  Ms. [redacted]'s account was confirmed to be
removed from all ACH services and moving forward her account will not be
debited by Veros Credit.
           
            Please do not hesitate
to contact Veros Credit if you have any questions or comments as to the
foregoing at ([redacted]-[redacted].  Thank you
for taking the time to contact Veros Credit.
 
Sincerely,
 
                                        ...⇄ Veros
Credit, LLC

Revdex.com Complaint ResponseRe: [redacted]Account: [redacted]-[redacted]Complaint ID: [redacted]Dear Complaints Department:This is in response to your correspondence dated May 4, 2[redacted], regarding the complaint of the above mentioned customer. The details of this incident were forwarded to the Veros Credit Compliance...

Department where a full and thorough investigation into this matter was carried out.Mr. [redacted] expressed concerns regarding his account balance. Below I have indicated the various reasons for the increase in Mr. [redacted]’s account balance since the opening of the account.Payment FeesAfter a review of Mr. [redacted]’s account, it was discovered that there were multiple non-sufficient fund charges, late fees, and partial payments which have increased his account balance throughout the life of his account. Mr. [redacted]'s payments are payable on the 23rd of every month pursuant to the vehicle retail installment contract signed by Mr. [redacted]. Veros Credit offers many options to assist its customers through financial hardships, including extensions, temporary payment reductions and due date changes and Mr. [redacted] is strongly encouraged to continue to communicate with this office should he find himself in need of assistance.Repossession FeesVeros Credit has the obligation to protect its interest in all vehicles which it holds legal interest in. When Veros Credit is notified that one of its vehicles has been repossessed in an effort to avoid incurring additional storage fees, an employee will begin an investigation of the location and status of the vehicle. If it is determined that the customer is not going to pick up the vehicle from the tow yard, Veros Credit will repossess the vehicle to avoid further charges.In this case, Mr. [redacted]’s vehicle was impounded by government authorities following a DUI arrest. Veros Credit was notified of this impound and began all efforts to contact Mr. [redacted]. After several unsuccessful attempts to contact Mr. [redacted], Veros Credit picked up the vehicle from the tow yard to prevent the accrual of additional storage fees. All impound and repossession fees were added to Mr. [redacted]’s account which as a result increased his account balance. This increase of fees was explained to Mr. [redacted].Insurance FeesAnother charge added to Mr. [redacted]s account balance after the opening of his account was an insurance charge. Mr. [redacted] entered into a retail installment sale contract for the purchase of his vehicle under which it was agreed to that:"You agree to buy property insurance on the Vehicle protecting against loss and physical damage and otherwise acceptable to us." . . . "If you fail to obtain or maintain this insurance . . . we may obtain insurance to protect our interest in theVehicle . . ." . . ."We will add the premium for this insurance to the amount you owe us. Any amount we pay will be due immediately. This amount will earn finance charges from the date paid at the rate described in the FINANCE CHARGE AND PAYMENTS section until paid in full."Veros Credit did place insurance on the above referenced vehicle after Mr. [redacted] failed to do so, in order to protect its interest. The premium for the insurance was then amortized over the life of the contract, at the contract interest rate, and Mr. [redacted]'s payment was adjusted accordingly. Once Mr. [redacted] cancelled the policy, the unearned premiums were refunded on a pro-rata basis, and Mr. [redacted]'s payment was again adjusted. However, the earned premiums remain on the account for the time period in which was insured, and are spread throughout his remaining payments under the contract.As a courtesy, Veros Credit has reduced Mr. [redacted]’s principle balance in order to assist Mr. [redacted] in lowering his monthly payment. This account balance modification has been verbally explained to Mr. [redacted] by the Compliance Department.Please do not hesitate to contact Veros Credit if you have any questions or comments as to the foregoing at (714) 210-6913. Thank you for taking the time to contact Veros Credit.Sincerely,Veros Credit, LLC

Pursuant to Ms. [redacted], she agreed to make 48 monthly payments in the amount of $381.20 on the 28th of every month beginning November 28, 2011.  Furthermore, Ms. [redacted] agreed to make her payments on time or be assessed a late charge.  Under the terms of the Ms....

[redacted]’s contract, Ms. [redacted] was granted a 10-day grace period for each late payment before a late charge was assessed.  Ms. [redacted] frequently failed to make her payments on time and as a result, 25 late charges were added to her account.  Ms. [redacted] continued to make her normal payment of $381.20 each month but ignored the late charges that had accrued.  As a result, some payments made by Ms. [redacted] satisfied the late charge that she had accrued and her due date would not advance, thus causing her account to become further delinquent.  We attempted to locate and contact Ms. [redacted] to offer payment options and assist her during her hardship, but we could not locate her.  Ms. [redacted] did not stay in regular communication with our office and after being more than 60 days delinquent, her account was assigned for repossession.  Then, on or around April of 2015, our office received a request for a payoff from an auto dealer named A[redacted], **.  Ms. [redacted] was in the process of trading in the subject vehicle.  The account was later paid in full on April 16, 2015 and Ms. [redacted]’s trade line was updated to reflect the same.  Based on the facts presented, it was concluded that the Veros Credit trade line was and is accurate.

Dear Complaint Department:
 
            This communication is
in response to a business complaint filed on May 23, 2015, by [redacted]
with the following complaint ID#: [redacted]. The details of this incident were
forwarded...

to Veros Credit, LLC's Compliance Department where a full and
thorough investigation into this matter was carried out.
 
            Our records indicate that on or
around May 18, 2015, Veros Credit received documents from Freedom Auto Group in
relation to Ms. [redacted]’ purchase of a motor vehicle. After an examination of her
documents, it was decided that Veros Credit would not to move forward with the
purchase and funding of her motor vehicle retail installment contract.  Veros Credit did not receive any funds
associated with the purchase of [redacted]' vehicle, including any down
payment.  All funds paid by Ms. [redacted] to the dealership are likely still
in the dealership's possession. 
 
In an effort to conduct a thorough
investigation, Veros Credit contacted the General Manager of the Freedom Auto
Group.  According to the General Manager,
the dealership associates are aware of the situation explained in Ms. [redacted]’
complaint and they expressed a willingness to work with Ms. [redacted] to resolve
her concerns.  Aside from the above
mentioned conversation with the General Manager, Veros Credit has not been
involved in the communications between the any associates of Freedom Auto Group
and Ms. [redacted].
 
Veros Credit strives to provide excellent
customer service and if Ms. [redacted] has additional questions or comments she is
welcome to contact the Compliance Department at
(714) [redacted].  Thank you for
taking the time to contact Veros Credit.
 
Sincerely,
 
                                        ...⇄ Veros
Credit, LLC

Ms. [redacted] has not presented any new evidence that would constitute a new investigation into her claims.  Ms. [redacted] contract was reassigned to the selling dealer and we no longer have any interest in the subject vehicle.  However, Veros Credit is amenable to assist the customer in retrieving her personal belongings.  Our office has been in contact with Ms. [redacted] to aid in redeeming the alleged missing items.