Waypoint Resource Group LLC

Waypoint has conducted an internal investigation on the issueBelow is a summary of items we have addressed regarding the customers interaction with us and our procedural updatesWe feel we have addressed any open issues We’ve had only one contact with the consumer (1/23/2017)The consumer hung up before we had any meaningful discussion and did not express any dispute during this contact No contact of any type has been made with the consumer since 1/23/ Since receiving the Revdex.com complaint, we have ceased collections activities on the account and have forwarded to our client for dispute reviewResults have not been obtained to date We have updated the credit reporting agencies of the dispute status If any addition information is required please let us know Thank you

On 6/21/2017, we received an inbound call from a person who, when asked to provide the necessary identification to confirm his identity, refused to do soThe waypoint representative was asked to send documentation to this person, but advised that unless he could provide the required identification, we could not do soIn order to insure that all FDCPA regulations are met, with regards to Third Party Disclosure, our agents are required to ask and document that the consumer has provided the information we ask forIf that information cannot be obtained, we will take the most conservative approach to insure that we do not improperly disclose confidential information about a debt to a wrong\third partySince receiving this notice, the Director of Operations has investigated the account in question with the original creditorAs a result of the inquiry, the original creditor has determined that the account in question was resolved prior to Waypoint Resource Group receiving itAs a result, Waypoint has received notice to credit the balance to reflect a $balanceAt no time was the account in question reported to any credit bureau agenciesThe consumer may wish to contact the Director of Operations (800) 252-extdirectly to further discuss, or he may reach out to the original creditor to confirm

Complaint: [redacted] I am rejecting this response because:When connected with the employee of Waypoint, I asked why they were calling my phone number He asked for the number and I gave it to him He then asked "Is this [redacted] " I replied in the affirmative with a "yes" answer At that point, I did indeed identify myself and they knew who they were talking toThere is no law that requires more than that I have lived at my house for over years, so there should have been no problem mailing the letter that is required by law out to me There is also no way for me to contact the original creditor since I don't know who it is, nor am I required to Amazingly, all of a sudden this is being passed off as a mistake? Sounds like an attorney told them what to say to avoid a lawsuit This is an obvious attempt not to get a black mark from the Revdex.com by making a fake "good faith" effort Not acceptable Regards, [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 Regards, [redacted]

A review of Ms*** account, in response to recent communications with her, indicates that the refund requested had actually been approved and "in-process" prior to Waypoint's receipt of this complaint. Waypoint Accounting confirmed that a check was
issued today to Ms***, and this information was related to her earlier this afternoon via telephone contact. I apologize for any inconvenience that may have been realized previously, however, in discussing the matter, Ms.*** seemed satisfied with the end result of the review. Should she have any further questions or inquiries in the future, those may be directed to Mr. *** ***, Waypoint Collections Supervisor, at (*** ***

Complaint: [redacted]
I am rejecting this response because:What they were stating was not true.  I explained and stating many times that I do not give my personal information over the phone. Not once did they state it was secure or throughly explain the reason they prefer why I should pay by phone.  The business just kept trying to bully me into paying on the phone and told me that I could not pay online.  I did however pay the bill via money order and express it to them.  To date I have not received any communication regarding my payment.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:When connected with the employee of Waypoint, I asked why they were calling my phone number.  He asked for the number and I gave it to him.  He then asked "Is this [redacted]".  I replied in the affirmative with a "yes" answer.  At that point, I did indeed identify myself and they knew who they were talking to. There is no law that requires more than that.  I have lived at my house for over 30 years, so there should have been no problem mailing the letter that is required by law out to me.  There is also no way for me to contact the original creditor since I don't know who it is, nor am I required to.  Amazingly, all of a sudden this is being passed off as a mistake?  Sounds like an attorney told them what to say to avoid a lawsuit.  This is an obvious attempt not to get a black mark from the Revdex.com by making a fake "good faith" effort.  Not acceptable.
Regards,
[redacted]

On 6/21/2017, we received an inbound call from a person who, when asked to provide the necessary identification to confirm his identity, refused to do so. The waypoint representative was asked to send documentation to this person, but advised that unless he could provide the required identification,...

we could not do so. In order to insure that all FDCPA regulations are met, with regards to Third Party Disclosure, our agents are required to ask and document that the consumer has provided the information we ask for. If that information cannot be obtained, we will take the most conservative approach to insure that we do not improperly disclose confidential information about a debt to a wrong\third party. Since receiving this notice, the Director of Operations has investigated the account in question with the original creditor. As a result of the inquiry, the original creditor has determined that the account in question was resolved prior to Waypoint Resource Group receiving it. As a result, Waypoint has received notice to credit the balance to reflect a $0.00 balance. At no time was the account in question reported to any credit bureau agencies. The consumer may wish to contact the Director of Operations (800) 252-9743 ext. 6755 directly to further discuss, or he may reach out to the original creditor to confirm.

The consumer called in to our office responding to a letter we sent, offering to settle her outstanding past due balance. When doing so, our representative advised her that because of the type of payment she was wanting to do (settling the debt for a lesser balance), that we preferred that she use...

our free check by phone service in ensure that her payment was processed correctly and that her account would be closed as a settlement. The consumer stated she was reluctant to provide the necessary checking account information, and that she would utilize or on-line pay service. Our representative did continue to encourage her to use our preferred method to insure proper handling of the payment, and that our process was secure. Although our letter did state that payment could be made on line, we desired to explain that because the payment was to Settle her account, it would insure that it was posted properly if completed via check by phone. She did state that she would then mail the payment. We reminded her that the offer has a 30 day expiration date from the date of the letter and that there could be risk in sending via mail carrier of not arriving prior to the offer deadline. We are certainly disappointed that we were not able to better explain to her satisfaction, that our preferred method to handle this specific type of payment (Settlement for less than the full balance), which must be posted properly. Since this time, the consumer has successfully completed the payment process and her account has been resolved.

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]

In response to Ms. [redacted] complaint, Waypoint, along with its Client, [redacted], reviewed her account.  Based on this review, it was determined that this account was placed with Waypoint in error.  Ms. [redacted] was notified in this regard under separate cover, sent to her mailing address...

yesterday, December 28th.  Waypoint will not be contacting her for collection going forward.  I apologize for any inconvenience that this error may have caused.  Should Ms. [redacted] have any further questions or concerns, she should contact [redacted] directly at 1-800-[redacted].

Waypoint has conducted an internal investigation on the issue. Below is a summary of items we have addressed regarding the customers interaction with us and our procedural updates. We feel we have addressed any open issues.   We’ve had only one contact with the consumer (1/23/2017). The...

consumer hung up before we had any meaningful discussion and did not express any dispute during this contact.   No contact of any type has been made with the consumer since 1/23/2017.   Since receiving the Revdex.com complaint, we have ceased collections activities on the account and have forwarded to our client for dispute review. Results have not been obtained to date.   We have updated the credit reporting agencies of the dispute status.  If any addition information is required please let us know.  Thank you.