Complaints

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• Initial Complaint

  Date:22/11/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer for quite a few years paying a loan off diligently on time. I have in the past asked for a defferal usually around the holidays so I can have extra money for my kids for Christmas with zero issue. Customer service has been great as well. Recently I had 2 accidents and require achilles tendon surgery acl and meniscus surgery and I am not working. My disability payments are considerably low so I asked to deffer December payments. Just December. I have been given the run around on emails, had this person named Jed keep closing my ticket- and frankly being rude and condescending towards me. I have proof of loss of employment and even filled out the forms for payment relief. I am being told this is something they dont do and I dont qualify because I don't have insurance?? Which is the first time I have heard about that. Also that they only did defferals during covid, thats only why I was able to do it before. If this is truly something they dont do then why have it in your company emails. Its ***** *********** and **********. Below I have copied them in the body of this. "loss of employment, or decreased workload if it has occurred in the last thirty (30) days." (This is for payment relief) "After we have received the information, we will assess your request for payment deferral" "Need a little shuffle in your payment date? No worries! Just shoot us a reply explaining why, and our payments team will take a look. Sometimes we might need a bit more info or some documents to help out, but we'll guide you through it."
  

  Business Response

  Date: 15/12/2023

  Dear ********, 

  
  Thank you for bringing this complaint to my attention. I apologize for the delay in our response, and I appreciate the opportunity to address this issue. 

  
  Upon reviewing ********************** request for a payment deferral, it is important to note that the policies and the terms of the loan agreement with ****************** do not obligate us to offer payment deferrals, especially for clients who do not have loan insurance. This policy is clearly outlined in our loan agreements and was communicated to ****************** during our correspondence. 

  
  In an effort to accommodate ******************, despite no contractual obligation to do so, our team proposed a reduction in her December payments (as detailed in the email exchanges below). This decision was an exception made in good faith, balancing her request for assistance with our policies. The details of this adjusted payment schedule were communicated to ******************, and we believed this to be a reasonable compromise. 
  Unfortunately, we have not received a response from ****************** regarding this proposed arrangement. The absence of communication from her side has left us without confirmation of her agreement or understanding of the revised terms. 

  
  We are committed to customer satisfaction and the principles of fairness and transparency in all our operations. Considering this situation, we will review our internal communication and policy guidelines to ensure clarity and better customer service. Our goal is to prevent similar issues in the future and to adhere to the high standards set by the BBB. 

  
  Please consider this letter as our formal response to the complaint filed. We are dedicated to a fair resolution of this matter and maintaining the standards of BBB accreditation. 
  

  Sincerely, 
  

  Rich E*********;

   

   

  Email Responses to customer: 

  Hi ******, 
  I completely understand your request for a payment deferral. However, since you don't have loan insurance, a traditional payment deferral may not be possible. During covid there was an option to defer a payment but that is not the case anymore. 
  Considering your excellent track record of never missing a payment, it's important to maintain that positive history to protect your credit. I recommend continuing with your full payments as usual to ensure your credit remains unaffected. 
  Best Regards, 
  Jed 
  
  Hi ******, 
  I sincerely apologize for the delay in responding to your recent inquiries. The recent tickets you submitted were being closed not due to oversight but because they were duplicates of the existing open ticket we have for your account. Rest assured, your request has not been overlooked. I have escalated it to our management and have been diligently awaiting their response. 
  After careful consideration, I am pleased to inform you that our management has approved a partial deferral for your December payments. Initially, they were leaning towards denying the request, but I advocated on your behalf, and they have agreed to reduce your December payments to $50 each. 
  The revised schedule for your December payments is as follows: 
  December 1st: $50 
  December 15th: $50 
  December 29th: $50 
  We hope that this adjustment provides some relief, and we appreciate your understanding in this matter. 
  Best regards, 
  Jed