FreedomPlus

We apologize for any error in processing We have since refunded to [redacted] both the payment and all fees associated with the incorrect payment

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 meSincerely, [redacted]

FreedomPlus spoke to the borrower on 3/27/via phone in order to resolve her complaint and detail the issues she has had with the account The borrower scheduled a one-time payment using her online borrower portal and used an invalid routing number This payment was returned due to the incorrect routing number and her automatic payments were subsequently canceled The borrower authorized additional one time payments using the correct routing number to take care of the payments due on the loan During the conversation the borrower authorized her automatic payment to be turned back on with the correct routing number She also authorized for additional payments to be withdrawn in order to pay off the loan in the next payments As a courtesy all fees on the loan have been waived FreedomPlus has also provided the borrower with a one-time customer service refund The borrower advised FreedomPlus that she was satisfied with the resolution

We apologize for any inconvenience this has caused As per the customers request, we refunded her automatic payment While the refund was being processed, she also sent in a check that she then had her bank place a stop payment on Due to this miscommunication, this resulted in her
account reflecting zero payments for the April due date This has been rectified and the customer has rescheduled this payment as well as her June payment, and she is now current

Borrower provided a routing number that did not allow for automated payments. The first payment on the loan was returned due to this. After speaking with the borrower she authorized a one-time payment for an amount greater then what was contracted. This payment was also
returned. The borrower then authorized another payment for a larger amount then contracted. This payment has been processed. No other payments have been processed on the loan. No late fees have been assessed. The returned payment fees have also been waived. The borrower refuses to communicate with FreedomPlus over the phone because she does not want to verify the security questions. FreedomPlus is more than happy to discuss this information and explain the details of the loan and returned payments with the borrower.Tell us why here

We apologize for any inconvenience this has caused Per the customer's request, automatic payments have been canceled The customer also confirmed that the refund was received on 5/2/and this resolved her concern

We apologize for any inconvenience this has caused Per the customer's request, her automatic payments have been stopped and the $fee will be refunded within 3-business days

Complaint: ***
I am amending the Business response with the correct facts
MESSAGE FROM BUSINESS: AMENDED FROM BORROWER WITH ACCURATE FACTS: FreedomPlus spoke to the borrower on 3/27/via phone in order to resolve her complaint and detail the issues she has had with the account as FreedomPlus refused to respond in writing or to speak with the borrower prior to 3/27/or to respond to Certified letters from the borrowerPrior to the first installment, the borrower scheduled a one-time payment using her online borrower portal and inadvertently transposed the routing numberThis payment was returned due to the incorrect routing number and FreedomPlus incorrectly canceled her automatic payments which showed the correct routing numberThe borrower authorized additional one time payments using the correct routing number to take care of the payments due on the loan noting FreedomPus withdrew unauthorized amounts and eventually returned the unauthorized amounts to the borrowers accountDuring the conversation the borrower authorized her automatic payment to be turned back on with the correct routing number, which FreedomPlus had and documented by the voided check provided months prior; thus correcting FreedomPlus’s errorShe also authorized for additional payments to be withdrawn in order to pay off the loan in the next paymentsAs a courtesy all fees on the loan have been waived, as they were incorrectly assessedFreedomPlus has also provided the borrower with a one-time customer service refund due to the costs the borrower substantiated sending certified letters to correct all errors made on her accountThe borrower advised FreedomPlus that she was satisfied with the resolution after three months of attempting to resolve all errors made by FreedomPlus
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/12/04) */
We are very sorry to hear of Ms***'s situationWe were not notified of the bankruptcy filing until November 13, We have/will contact the bankruptcy court immediately and will follow the direction of the court or the Trustee with
respect to payments previously made that were subsequent to the bankruptcy filing date or within the preference recovery period
As soon as we received this notification of bankruptcy (November 13, 2015), the status of the account was immediately changed to ensure there will be no additional attempts to collect any future payments
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
One part of the desired resolution was compensation for late fees that I had to payMy bank account was overdrawn and I had to pay my rent late because of Freedom Plus' overzealous collection efforts and ignorance of my bankruptcyThey were notified by the court in August but, for some reason, the paperwork was lostAt the time, my bankruptcy lawyer informed that I did not need to notify anyone since that was the court's jobI saw no reason to notify them until my bank informed that they were causing overdrafts on my checking account

We apologize for any error in processing.  We have since refunded to [redacted] both the payment and all fees associated with the incorrect payment.

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. Sincerely, [redacted]

We apologize for any confusion there may have been, we have been in contact with [redacted] on multiple occasions since receipt of his complaint.  We currently have 2 solutions that are pending [redacted] approval as to the option he would like, both would suffice his issue....

 In either case, we will be lowering his interest rate as requested and therefore fulfilling what was initially discussed.

FreedomPlus spoke to the borrower on 3/20/17 in order to resolve his complaint.  The borrower did not make a late payment.  The payment was requested on time.  The payment has been back dated to reflect the correct posting date and all associated fees have been waived.  The...

borrower was satisfied with the resolution he received on 3/20/17.

Complaint: [redacted]I am rejecting this response because: The response is incorrect: I provided a correct routing number as I provided a copy of my check.  My bank confirmed that it allowed for automated payments.  I have other accounts that automated payments are processed from the same account. I authorized a one time payment for an amount greater than what was contracted and Freedom then proceeded to take this larger amount THREE times from my account.  They credited back one amount and out of the three times withdrawal within a three week time frame, and only showed a one time payment on my loan. I have proof from my bank account that two times the larger amount was withdrawn from my account. Late fees show on my statement.  The statement that I refuse to communicate with FreedomPlus is not correct.  They require a social security number and date of birth to talk to me and I will not give that over the phone.  I have asked for a code, a different number any other way of validation what they refuse to communicate with me and they will not respond in writing.  I will verify any security questions except my social and date of birth.  I have sent a certified letter with all concerns and no written response.  My contract terms show the amount to be taken from my account each month which have not been done on their end.  If they are able to withdrawal a larger amount from my account on three occasions, they why can't they withdrawal the contracted amount once a month?  They advised I would write a check each month for an additional $15 fee which is not acceptable.  I have even made a suggestion that I will have my bank make payments to them each month with no response from Freedom.  This is still in dispute and not resolved.  Thank you   Sincerely,[redacted]

FreedomPlus spoke to the borrower on 3/27/17 via phone in order to resolve her complaint and detail the issues she has had with the account.  The borrower scheduled a one-time payment using her online borrower portal and used an invalid routing number.  This payment was returned due to the incorrect routing number and her automatic payments were subsequently canceled.  The borrower authorized additional one time payments using the correct routing number to take care of the payments due on the loan.  During the conversation the borrower authorized her automatic payment to be turned back on with the correct routing number.  She also authorized for additional payments to be withdrawn in order to pay off the loan in the next 10 payments.  As a courtesy all fees on the loan have been waived.  FreedomPlus has also provided the borrower with a one-time customer service refund.  The borrower advised FreedomPlus that she was satisfied with the resolution.