Complaints

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• Initial Complaint

  Date:06/02/2023

  Type:Service or Repair 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 had my own floify account that I purchased and paid for on my for my clients. A lender company I was working for was going to use Encompass and in order to integrate they need to include an encompass ID number. I was not aware that the lender stole my personal account and switched to an enterprise account in order to do so. That process was only a month or two and we never ended up using encompass LOS system. Fast forward a year and a half, I am a broker and decided to leave the W2 job working at this lender and I called floify to change *********** to my brokerage company name and logo and I was told I dont have access to do that. My account was high jacked and stolen from the W2 lender I was working for. I never agreed for them to be in charge of my account and steal all of my applications. I spoke to several employees at floify and no one helped. They allowed this lender to steal my account without my authorization. I asked Floify to provide proof or documentation that I signed over my personal account and they couldnt produce such documents. Instead of assisting me with my personal account, they took my access. There should be legal protection for me as well. It is a crime to steal someone's account without acknowledgement and signing it over. No one assisted me, instead they avoided calling me back and told me there was nothing they could do. They are not an ethical company to do business with. My account was stolen and they told me to ask for it back from them. I would never recommend this company as they are only interested in you purchasing their product then helping you in a scenario that effects your business and livelihood.

  Business Response

  Date: 06/16/2023

  After carefully reviewing this concern, we have thoroughly followed our standard procedures to safeguard the confidentiality of loan and client data. Our process ensures that such information is not transferred to other customer accounts and remains securely held by the company or the client who is paying for the account. It's important to note that the ownership of data within an account belongs to the payer of that account, and it will not be transferred outside the account unless we receive written approval from the account owner.

  In this case, on 7/31/2021, ***** discontinued paying for her account, and the billing responsibility was transferred to her W2 employer. Given that she was identified as a W2 employee, it is customary business practice for the employer to assume ownership of all client data, as the employee is working on behalf of the employer.

  Furthermore, on 3/31/2023, ***** reached out to us to create a completely new account, which was promptly set up as per her request. We made it clear to ***** on multiple occasions that if her former employer provided written approval for the transfer of client data to her new account, we would be able to accommodate her request. However, she chose not to seek this approval from her former employer, and without it, we are unable to proceed with the data transfer.

  We take these matters seriously, and we firmly believe that the individual or entity responsible for paying for the account should rightfully own the data within that account. Therefore, we adhere to strict protocols and will not move loan data from one account to another without explicit written approval from the account owner.

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20136561
  
  I am rejecting this response because:

  I did not authorize you to transfer my account to someone else. Where is my protection and my written consent? I did not approve the transfer. I did not authorize for them to pay for my account. I wasnt even aware this took place. So show me in writing where I authorized this? You failed me as your client and allowed my account to be transferred. This was not authorized, approved or wanted. I was unaware that they were taking control of my account. So show me proof, like you mentioned above requiring written authorization from the account holder that I authorized this transfer? Not acceptable, unauthorized theft of my account! 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 07/12/2023

  Regarding the matter at hand, I would like to clarify that any discussions pertaining to this issue would have taken place between ***** and her W2 employer, *****. During the onboarding process with *****, Floify requested *****'s Encompass Instance ID, username/password, test loan file number, and Encompass User ID. The Encompass information ********************** received was provided to us by our contact at *****. Without ******* voluntary provision of this information to ***** and subsequent sharing by ***** with us, we would not have had access to this information. To further support this, I have attached the email we sent requesting this information.

  Furthermore, it is important to note that ***** ceased payment for her account as of July 31, 2021. She would have been aware of this, as recurring monthly charges and transaction email receipts were not sent to her. The absence of payment for 20 months, from July 31, 2021, until March 31, 2023, during which ***** continued to utilize our services, would have been noticeable. Additionally, the presence of the ***** logo when accessing and using her account would have been evident.

  We have already informed ***** that we are able to provide her with the loan data from her account prior to July 31, 2021, when she was the account holder. However, any loan data she may request from the period when she was employed by ***** is the property of *****. It is a standard practice in the mortgage industry for W2 employers to own all borrower and loan data, rather than the loan originator (employee).

  It is evident that this matter falls within the purview of ***** and her former employer, *****, as she is requesting current borrower loan data, which would need to be provided by *****, not by Floify.