Check N Go

Hello,Customer entered into a loan agreement to borrow $2100.00 and payback a total of $6351.90 over 38 total payments. The terms of the loan agreement were provided and authorized by signature prior to providing this customer with the funds agreed. So far, customer has made only 3 payments, the last of which was 4/7/2016. The total amount paid to date is $562.14.This account was kept at the store for 2 months while the representatives attempted to contact this customer to make a payment toward the loan agreement. When the customer did not make the scheduled payments or made any other attempts of payment the account was moved to our in house collections to attempt to recover losses on the defaulted loan agreement. It is the customer's responsibility to make payments in a timely manner in line with the expectations of the signed loan agreement. In regards to harassment, company has investigated and found that no harassment has occurred. As our policy states, because the loan was defaulted in our store location due to non-payment, the transaction was moved to our in house collections. Customer is responsible for repayment of the loan agreement and will need to contact the customer care team in order to make payment arrangements. Regards,Customer Service

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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] Consumer contacted the Revdex.com and indicated that "My complaint has now been resolved."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Hello,I have received correspondence from our ID Theft team that they have completed their investigation and determined that fraud has occurred on the account. More details regarding this investigation are being provided to you through the US post. Please let me know if you have any further questions.Thanks,Customer Service

Hello,As with the documents received here, these are not complete and what would be necessary to complete the investigation. The ID Theft affidavit must be completed in full and provided to the company. Your Driver's license must also be provided without redaction. Once these items are received, company will complete the investigation. Company cannot move forward until all of the documents requested are provided.Regards,Customer Service

Hello,Cus[redacted]er had a loan agreement that was originated on 7/21/2016 borrowing $225.00, agreeing to pay back $283.40 on 8/5/2016. On 8/4/16, cus[redacted]er logged in to complete a refinance to pay the fees plus $25.00 toward principal totaling $83.40. This payment was returned by the cus[redacted]er's bank on...

8/9/2016. Due to this payment being returned, the refinance that was initiated was canceled. Any emails referencing payoff for the transaction initiated on 8/4/2016 are void as the transaction was not initiated due to not making payment as agreed.If you have any additional questions regarding this transaction, please contact our cus[redacted]er service team at [redacted].Regards,Cus[redacted]er Service

Hello,Based on the information provided we are unable to find an account or application for you in our system. If you believe you are the victim of ID Theft, please go to www.checkngo.com/feedback and select "ID Theft" as your issue. Your concern will be moved to our fraud department who will assist...

you further.Regards,Customer Service

Dear [redacted],
Thank you for contacting Check 'n GoWe are in receipt of your rebuttal to our previous response sent through the Revdex.com
Company again would like to emphasize that alternate payment arrangements
and/or settlements are not permitted at the store levelThe corporate office
is also unable to allow any exceptionsBy signing the loan agreement, which
was previously included for your review, you acknowledged, accepted, and agreed to all
terms and conditions of the loan as they pertain to the APR, Finance Charge, Amount
Financed, and Total of PaymentsThese amounts were listed on the
first page of the binding financial agreement.Our records indicate your account is currently delinquentIf the account is referred to collections, a settlement offer or more flexible payment arrangements may be afforded to you; however, allowing
the account to reach collections may negatively impact your credit and also prohibit you from doing future business with Check 'n Go or any of
our affiliated stores.All complaints may be directed to our corporate office through the [email protected] mailbox and will be responded to within business days or less.Regards,Nei B[redacted]Customer Complaints

Dear [redacted],We are in receipt of your rebuttal claim regarding the Company's response to your initial complaint filed through the Revdex.com. Correspondence was sent to you previously in response to your formal complaint filed with the [redacted]. That correspondence explained that, as a courtesy, Check 'n Go agreed to waive the remaining balance of your loan.Our records indicate your was marked as Paid in Full as of 12/14/15.Please let us know if we may be of further assistance.Regards,Nei B[redacted]Customer Complaints

I [redacted] give permission to my mom to handle my case. With check n go.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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,
Heidi Kitts

Hello, Fees applied to your account were done so within the lines of the signed loan agreement. It was applied to your account after the amount due was not paid on the agreed date. This fee is a direct result of your failure to pay the account as agreed when you obtained the funds. These fees would be applied to any account that failed to pay on the due date and had a check returned by their bank for insufficient funds. Regardless of calls, the signed loan agreement outlines in what situation fees are applied and in what amounts. You have had this loan agreement from the origination date of the loan agreement and acknowledged understanding of the terms within at the time of signing. You are required to pay the fees associated with this transaction for the account to be closed and considered in good standing. Regards, Customer Service

Hello,I have reached out to the District Director for the store that this customer has visited, and they have replied to the complaint. Their response can be found below. Company supports the position of the District Director in this case, but if you have any further questions I would be happy to...

address them at ###-###-####."Customer [redacted] is a [redacted] customer and she didn't pay her loan on time as stated on the contract.  Her check was deposited and returned for a $30 check fee posting and $14.73 late fee on the 27th.  Her account was then ACH'd (automated clearing house) and cleared on the 15th.  The fees were not recovered, Diego and Natalie both called the customer and explained there was still a balance on the account for return check posting and late fee, to remain a customer in good standing this fee would need to be paid off to keep her active."Regards,Corwin B.

Hello,I have investigated your account and do see that the full balance was presented to your bank on 11/12/2016. Please find the extended payment plan agreement attached. You'll see, in section 5, where it explains the expectations of the payment plan. "You promise to pay each installment listed in...

the modified payment schedule in cash on or before the installment's due date. If you do not, then we will accelerate the entire balance due and will deposit the check or present the check for payment to your bank." A payment of $143.75 was due on 11/11/2016. When you did not make the scheduled payment, as agreed, the full balance of the original loan agreement was presented to your bank in line with the amendment that is attached. Company has acted in line with the loan agreement as presented and signed by customer. Based on these facts, company will not be providing a refund or funds to cover any overdraft fees. Regards,Customer Service

Hello,Company will start by denying allegations that the loan products provided are somehow targeting working class people to "take advantage of them" in any way. The loan agreement was provided to this customer prior to the customer agreeing to the terms. The loan agreement has been executed directly in line with expectations of the signed loan agreement.Customer claims that he was unable to read the agreement on his phone. Customer did not have to enter into the agreement without knowing the terms. The esigned documents are verification that the loan terms are understood and agreed to.Company will not take remedial action in this case, and expects the customer to follow the loan agreement just as we have by providing the funds.Regards,Customer Service

Hello,As mentioned in my previous response, I am unable to locate a call where a message was left that would be suspicious in any way. I would be happy to review the message but you would need to provide it to me directly.When I followed up on your account on 5/17 I saw that your work number was restricted as you requested. No calls have been made since your request was processed. Company has completed the restriction as you requested.Regards,Customer Service

Hello,Based on the information provided with the complaint, company is unable to locate this customer in our systems. If customer has additional personal information to verify their identity, company is willing to investigate further. Without verifying the account in question, company cannot move...

forward with investigation or response of this complaint.Regards,Customer Service

Here are my loan documents

Mrs. [redacted]I apologize for any confusion, and I thank you for being a customer of Check n' Go. Upon review of your account, it appears to be paid in full with a zero balance. It appears that no excess was paid. Your early payoff was accurately applied to your account.If you have any additional...

questions you can reach out to the store that serviced your loan or email me directly at [email protected],[redacted]

Company received the complaint from this customer on 1/9/2017. This was moved to our District Director over the store in question who reached out to this customer multiple times, including the message that was mentioned in the complaint. The District Director followed up with the store associate in...

regards to the customer service.The Director has reviewed proper customer service expectations in hopes to improve the overall customer service of the store. Customer is welcome to return to the store at any time to cash checks.Regards,Customer Service