The signatures on the documents are electronic signatures done through an authentication service called Docusign. The customer agreed to this account when she was working with Progress Advocates Group to consolidate her student loans. This account was verified with the customer prior to funding, so why is the customer now disputing this? We do not cancel accounts here unless the dealer authorizes us to. If there is an issue with the consolidation of the student loans, the customer must contact the dealer to resolve. We have nothing to do with the consolidation, only the fee the dealer charges to complete the process for customer. The money we have been deducting from the customer's account to pay the loan has in fact been applied to this loan. The automatic payments are not set up with us for the student loan payments
We purchased a contract from Student Loan Care, LLC, (dealer) on October 6, for the customer to finance a document preparation fee the dealer charged to work with the Department of Education (DOE) to consolidate or refinance student loans. The customer had three days to cancel the
transaction from the date of the agreement, October 4, 2016. The customer and dealer entered into a written agreement, which Equitable Acceptance (EAC) is not involved and clearly states the dealer offers a service of helping to navigate the student loan debt relief bureaucracy. We also have a recorded verification call where this transaction was explained to, and agreed to by the customerWe will not be cancelling this account as requested, but our account representatives would be happy to work with the customer to get the payments paid on this account to avoid any negative reporting to the credit bureau. As stated by the customer in the complaint, he was working with the dealer, not EAC to refinance his student loans
We purchased a contract from *** *** *** *** (dealer) on November 22, for the customer to finance the documentation preparation fee charged by the dealer to work with the Department of Education to refinance or consolidate student loan debt. The dealer and customer entered
into a written agreement, which Equitable Acceptance was not involved and cleared stated the dealer was offering a service to help navigate the student loan debt bureaucracy. The initial contact was with the dealer, not Equitable. The customer gave us permission via an Auto Pay form, signed with the original documents, which allowed us to deduct monthly payments from her checking account beginning in January of If the customer needs to speak to about the student loans, she needs to contact the dealerWe look forward to having the customer fulfilling her obligation to us
I am rejecting this response because: The claims that are being made are falseI never received the goods which I signed up forThis is Domestic Terrorism, and completely illegal, although somehow these companies are flying under the radarThey are holding me accountable for paying for goods which I never received, and threatening my credit with itAnybody can look at all the complaints filed against them and see that this is a criminal organization, or, if they are legit, they are doing business with a criminal organization, and should be held accountableThe Federal Government will have to intervene if they will not comply. Regarding the phone number provided, I have called dozens of timesMost of the time it goes straight to a "generic voicemail," and the call is never returnedIt is obviously a scam, and Equitable Acceptance by claiming they are a "third party" is obviously colluding with them and this is how they are getting away with fraud and robberyI invite anybody to call that number that Equitable keeps on giving to meOut of nearly three dozen phone calls, I had ONE answered by chanceWhen I explained my concern, the girl was very nice, but said she is not in the "correct department," and would take a message to have "customer service call me back." Needless to say this never happened, and they are continuing to elude the victims. I, too have recorded voice calls, and documents which outline the terms of the negotiation...which were never met on the seller's partNow the creditor should refund my money and break ties with this "Student Advisors" company, if they truly are not criminals, that isIf they are committing these Federal Crimes intentionally, then of course they will not do some work on their own end and contact the people they claim to be a "legitimate business partner."
We purchased a contract from Student Loan Care, LLC (dealer) on October 17, The dealer and the consumer entered into a written agreement, in which EAC was not involved and which clearly states the dealer offers a service of helping to mavigate the studen loan debt relief bureaucracyThe
contract with EAC is for financing the fee the dealer charged the customer to consolidate her student loan with the Department of Education (DOE). Yes, the consumer could have done the process themselves, but they engaged the dealer to do the work for them. The consumer had three days from the contract date to cancel, but did not cancel with the dealerWe also have a recorded verification call done prior to processing the loan stating the understanding of the loan with usWe will not be cancelling this account, and look forward to having the consumer fulfill their obligation to us so we do not have to report this as a negative account to the creidt bureau
We purchased a contract from *** *** *** (dealer) on October 6, for the customer to finance the fee the dealer charged to work with the Department of Education to consolidate student loans. The first payment is due on December 15, The date on the contract is September
29, 2016. The cancellation period (three days) was October 3, 2016. We do not cancel accounts, unless instructed to by selling dealer. We have spoken to the customer today, October 10, and explained the account. We look forward to having the customer fulfill her obligation to us to pay this loan
Once again, we purchased a contract from ***, Corp (dealer) and have nothing to do with the customer's actual student loans. The customer needs to contact the dealer to discuss the status of the loans, and what her expectations of the dealer's actions were. After listening to the audio recording of the verification call done with the customer, the customer agreed to the loan with Equitable Acceptance and understood we were a third party finance company an had nothing to do with the student loans. If the customer thought her student loans were to be paid off by taking out a loan with Equitable Acceptance, she must contact the dealer and work with them
We are confused about why this customer is refusing to pay for this loan. They agreed to having the dealer work with Department of Education to refinance or consolidate their student loans. We have a recorded verification call done with the customer that states the customer agreed and understood this transaction. By refusing to pay this loanwe will have to report to the credit bureaus as a negative account. The balance on this account has gone down, contrary to the customer's assertion, from $to $today. The account would have decreased more and faster if the customer would have paid the account on time and not have late fees added to the balance on several monthly payments. We look forward to having to customer fulfilling their obligation to us
I am rejecting this response because:The service that I was paying for with equitable acceptance was not fulfilled, therefore my credit score was effected drasticallyI was behind days without my knowledge and was only aware once my credit score was effectedThis response is not satisfactory.
I have attached a letter to the consumer stating we do not have an account for her at Equitable. I also mailed a copy to her via USPS The dealer who accessed her credit file through a third party process to see if the consumer qualified for a loan to consolidate her student loans, did not process the request any further and did not send us any paperwork to process
We purchased a contract from *** *** aka *** *** Team LLC ("dealer") on June 7, for the customer to finance the documentation preparation fee charged by the dealer to work with the Department of Education (DOE) to refinance or consolidate student loan debt. The
customer and dealer entered into a written agreement, which Equitable Acceptance Corporation (EAC) was not involved and clearly stated the dealer was offering a service to help navigate the student loan debt bureaucracy. Any contact prior to the purchase of the contract by EAC to the customer was done by the dealer, not EAC as stated in the complaint. The dealer has many options available to enroll the customer into the best program based on the customer's financial situation. To stay in the best program available, the customer must be re-enrolled in that program with the DOE. The dealer agreed to re-enroll the customer for three additional years. The customer must contact the dealer to work with them to resolve any issues with the student loans, EAC has nothing to do with the student loans. Their customer service number is ###-###-####. We look forward to having the customer fulfilling her obligation to us
We purchased a contract from *** *** *** *** (dealer) on October 12, to finance the document preparation fee the dealer charged to work with the Department of Education (DOE) to consolidate or refinance student loan debtThe customer and dealer entered into a written agreement, which
Equitable Acceptance (EAC) is not involved and clearly states the dealer offers a service of helping to navigate the student loan debt relief bureaucracy. EAC did not contact this customer prior to purchasing the contract to discuss any program the customer may have qualified for, this was done by the dealer. The dealer informed us on March 3, to cancel the contract, which we did that day. The customer has no further obligation to EAC, but may still owe money to the dealer
We purchased a contract from *** (dealer) on August 16, for the customer to finance the documentation preparation fee charged by the dealer to work with the Department of Education to refinance or consolidate student loan debt. The customer and dealer entered into a written agreement,
which Equitable was not involved and clearly stated the dealer offered a service to help navigate the student debt relief bureaucracy. The first payment was due November 25, which was paid by electronic withdrawal from the customer's account and was authorized by the customer when she signed the documents. We have no record of talking to the customer about this account. Perhaps she was talking to someone at the dealer or student loan servicer? We look forward to having the customer fulfilling her obligation to us
We purchased a contract from *** (dealer) on June 6, for the customer to finance the documentation preparation fee the dealer charged to work with the Department of Education to refinance or consolidate student loan debt. The customer and dealer entered into a written agreement, which
Equitable Acceptance was not involved and clearly stated the dealer was offering a service to navigate the student loan debt relief bureaucracy. We also have a recorded verification call done which explained the transaction, and Equitable's role. Equitable has never contacted the customer to discuss the student loan debt, this would be been done by the dealer. If the customer has an issue with the student loans, they must contact the dealer. We look forward to having the customer fulfilling her obligation to us
We purchased a contract from ***, Corp (dealer) on June 2, for the customer to finance the document preparation fee charged by the dealer to work with the Department of Education to refinance or consolidate student loan debt. The customer and dealer entered into a written agreement,
which Equitable Acceptance is not involved and clearly states the dealer was offering a service to help navigate the student loan relief bureaucracy. Equitable Acceptance did not contact this customer regarding their student loans, that would have been the dealer. If the customer has an issue with the outstanding student loans she needs to contact the dealer(Timothy *** is not an employee of Equitable Acceptance.)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me After speaking with a representative at Equitable Acceptance, this issue has been resolved I had been told wrong by another representative at Progress Advocates and was not explained everything in detail I'm satisfied with the result and the complaint against Equitable Acceptance can be closed Thank you
The customer did not call our office, they were working with a company, *** *** *** (dealer), that works with consumers to refinance or consolidate student loans. The dealer would have received either verbal or written permission to access the consumer's credit file to determine
which program would benefit the consumer the best. This access only gives the dealer a credit code that determines where the consumer's credit falls. They do not have access to the details of the file, only that based on the credit file where the consumer fits their programs. Once the credit authorization is given, the file is accessed and an inquiry is recorded on the file. We cannot remove the inquiry. The dealer has a recording of the telephone call giving the authorization, and without the authorization would not have attempted to access the credit file
We purchased a contract from *** (dealer) on October 30, for the customer to finance the documentation preparation fee charged by the dealer to work with the Department of Education to refinance or consolidate student loan debt. The customer and dealer entered into a written agreement,
which Equitable Acceptance was not involved and clearly stated the dealer was offering a service to help navigate the student loan debt relief bureaucracy. We have a recording done with the customer prior do funding which explained the loan and our role in the consolidation done by the dealer. We have received notice from the dealer they have complete the consolidation of the customer's student loans into a program best suited for his situation. If there are issues with the consolidation process, or the student loans, they must be addressed with the dealer Mentor. The account with us is a Revolving Credit which means in order to advance the money to pay the dealer, the balance on the account is what we have to report as the high credit which makes it appear to be 100% advance. As the account is paid on a monthly basis, the balance will decrease and the utilization will also decrease. We look forward to having the customer fulfilling his obligation to us. This account will not be cancelled as requested
We agree that this account has not been over days late as reported to the credit bureaus. We would be like to see where the customer is showing the over day late history. We have accessed our trade line with the Trans Union credit bureau and it does not show as being reported that
way. The issue seems to be with the payment that was due on February 25, 2017. When we attempted to charge the credit card we had on file to pay the payments, the credit card company told us the card was expired, and no payment was made. The customer paid the payment via our website on March 21, 2017. The customer set up the account to have automatic payments again using her checking account beginning with the March payment, but that was returned to us as NSF for being an incorrect account numberThe reason the account is now owing $is for the NSF fee and a late fee from the March payment. As soon as this is paid the account will show as current again. We have agreed to waive the outstanding late fee by reducing her balance once the account is current. We have listened to the recorded calls and determined the account specialist and supervisor did in fact handle this account in a professional matter.
We purchased a contract from Student Advocates (dealer) on July 23, for the customer to finance the documentation preparation fee the dealer charged to work with the Department of Education to consolidate or refinance student loan debt. The customer has paid all her payments through
automatic deduction from her checking account. The July 5, payment was returned to us by her bank as NSF on July 11. We attempted to run the check on the 5th and 6th, but the bank did not accept them. When we received the NSF check back from her bank, we added a $NSF fee to her account. The customer sent us a copy of her bank statement and our collection department reviewed and determined the customer did not have enough funds in the account until July 7. Also, the statement shows that her bank charged her $for the NSF fee, not EquitableThe customer returned our call on July and this was all explained to her after speaking with four of our representativesShe paid the July payment with us on July 12, with a credit card and was charged a $convenience fee to use the credit card, which she agreed to prior to processing the payment. We apologize if the customer thought we were rude, disrespectful, or unhelpful, this is not our intention. Our collection staff works with customer's to repay debt, and on occasion may come across this way in order to get a customer to make payments. The disputed $appears to be a fee her bank charged her and she would need to take that up with them
The signatures on the documents are electronic signatures done through an authentication service called Docusign. The customer agreed to this account when she was working with Progress Advocates Group to consolidate her student loans. This account was verified with the customer prior to funding, so why is the customer now disputing this? We do not cancel accounts here unless the dealer authorizes us to. If there is an issue with the consolidation of the student loans, the customer must contact the dealer to resolve. We have nothing to do with the consolidation, only the fee the dealer charges to complete the process for customer. The money we have been deducting from the customer's account to pay the loan has in fact been applied to this loan. The automatic payments are not set up with us for the student loan payments
We purchased a contract from Student Loan Care, LLC, (dealer) on October 6, for the customer to finance a document preparation fee the dealer charged to work with the Department of Education (DOE) to consolidate or refinance student loans. The customer had three days to cancel the
transaction from the date of the agreement, October 4, 2016. The customer and dealer entered into a written agreement, which Equitable Acceptance (EAC) is not involved and clearly states the dealer offers a service of helping to navigate the student loan debt relief bureaucracy. We also have a recorded verification call where this transaction was explained to, and agreed to by the customerWe will not be cancelling this account as requested, but our account representatives would be happy to work with the customer to get the payments paid on this account to avoid any negative reporting to the credit bureau. As stated by the customer in the complaint, he was working with the dealer, not EAC to refinance his student loans
We purchased a contract from *** *** *** *** (dealer) on November 22, for the customer to finance the documentation preparation fee charged by the dealer to work with the Department of Education to refinance or consolidate student loan debt. The dealer and customer entered
into a written agreement, which Equitable Acceptance was not involved and cleared stated the dealer was offering a service to help navigate the student loan debt bureaucracy. The initial contact was with the dealer, not Equitable. The customer gave us permission via an Auto Pay form, signed with the original documents, which allowed us to deduct monthly payments from her checking account beginning in January of If the customer needs to speak to about the student loans, she needs to contact the dealerWe look forward to having the customer fulfilling her obligation to us
I am rejecting this response because: The claims that are being made are falseI never received the goods which I signed up forThis is Domestic Terrorism, and completely illegal, although somehow these companies are flying under the radarThey are holding me accountable for paying for goods which I never received, and threatening my credit with itAnybody can look at all the complaints filed against them and see that this is a criminal organization, or, if they are legit, they are doing business with a criminal organization, and should be held accountableThe Federal Government will have to intervene if they will not comply. Regarding the phone number provided, I have called dozens of timesMost of the time it goes straight to a "generic voicemail," and the call is never returnedIt is obviously a scam, and Equitable Acceptance by claiming they are a "third party" is obviously colluding with them and this is how they are getting away with fraud and robberyI invite anybody to call that number that Equitable keeps on giving to meOut of nearly three dozen phone calls, I had ONE answered by chanceWhen I explained my concern, the girl was very nice, but said she is not in the "correct department," and would take a message to have "customer service call me back." Needless to say this never happened, and they are continuing to elude the victims. I, too have recorded voice calls, and documents which outline the terms of the negotiation...which were never met on the seller's partNow the creditor should refund my money and break ties with this "Student Advisors" company, if they truly are not criminals, that isIf they are committing these Federal Crimes intentionally, then of course they will not do some work on their own end and contact the people they claim to be a "legitimate business partner."
We purchased a contract from Student Loan Care, LLC (dealer) on October 17, The dealer and the consumer entered into a written agreement, in which EAC was not involved and which clearly states the dealer offers a service of helping to mavigate the studen loan debt relief bureaucracyThe
contract with EAC is for financing the fee the dealer charged the customer to consolidate her student loan with the Department of Education (DOE). Yes, the consumer could have done the process themselves, but they engaged the dealer to do the work for them. The consumer had three days from the contract date to cancel, but did not cancel with the dealerWe also have a recorded verification call done prior to processing the loan stating the understanding of the loan with usWe will not be cancelling this account, and look forward to having the consumer fulfill their obligation to us so we do not have to report this as a negative account to the creidt bureau
We purchased a contract from *** *** *** (dealer) on October 6, for the customer to finance the fee the dealer charged to work with the Department of Education to consolidate student loans. The first payment is due on December 15, The date on the contract is September
29, 2016. The cancellation period (three days) was October 3, 2016. We do not cancel accounts, unless instructed to by selling dealer. We have spoken to the customer today, October 10, and explained the account. We look forward to having the customer fulfill her obligation to us to pay this loan
Once again, we purchased a contract from ***, Corp (dealer) and have nothing to do with the customer's actual student loans. The customer needs to contact the dealer to discuss the status of the loans, and what her expectations of the dealer's actions were. After listening to the audio recording of the verification call done with the customer, the customer agreed to the loan with Equitable Acceptance and understood we were a third party finance company an had nothing to do with the student loans. If the customer thought her student loans were to be paid off by taking out a loan with Equitable Acceptance, she must contact the dealer and work with them
We are confused about why this customer is refusing to pay for this loan. They agreed to having the dealer work with Department of Education to refinance or consolidate their student loans. We have a recorded verification call done with the customer that states the customer agreed and understood this transaction. By refusing to pay this loanwe will have to report to the credit bureaus as a negative account. The balance on this account has gone down, contrary to the customer's assertion, from $to $today. The account would have decreased more and faster if the customer would have paid the account on time and not have late fees added to the balance on several monthly payments. We look forward to having to customer fulfilling their obligation to us
I am rejecting this response because:The service that I was paying for with equitable acceptance was not fulfilled, therefore my credit score was effected drasticallyI was behind days without my knowledge and was only aware once my credit score was effectedThis response is not satisfactory.
I have attached a letter to the consumer stating we do not have an account for her at Equitable. I also mailed a copy to her via USPS The dealer who accessed her credit file through a third party process to see if the consumer qualified for a loan to consolidate her student loans, did not process the request any further and did not send us any paperwork to process
We purchased a contract from *** *** aka *** *** Team LLC ("dealer") on June 7, for the customer to finance the documentation preparation fee charged by the dealer to work with the Department of Education (DOE) to refinance or consolidate student loan debt. The
customer and dealer entered into a written agreement, which Equitable Acceptance Corporation (EAC) was not involved and clearly stated the dealer was offering a service to help navigate the student loan debt bureaucracy. Any contact prior to the purchase of the contract by EAC to the customer was done by the dealer, not EAC as stated in the complaint. The dealer has many options available to enroll the customer into the best program based on the customer's financial situation. To stay in the best program available, the customer must be re-enrolled in that program with the DOE. The dealer agreed to re-enroll the customer for three additional years. The customer must contact the dealer to work with them to resolve any issues with the student loans, EAC has nothing to do with the student loans. Their customer service number is ###-###-####. We look forward to having the customer fulfilling her obligation to us
We purchased a contract from *** *** *** *** (dealer) on October 12, to finance the document preparation fee the dealer charged to work with the Department of Education (DOE) to consolidate or refinance student loan debtThe customer and dealer entered into a written agreement, which
Equitable Acceptance (EAC) is not involved and clearly states the dealer offers a service of helping to navigate the student loan debt relief bureaucracy. EAC did not contact this customer prior to purchasing the contract to discuss any program the customer may have qualified for, this was done by the dealer. The dealer informed us on March 3, to cancel the contract, which we did that day. The customer has no further obligation to EAC, but may still owe money to the dealer
We purchased a contract from *** (dealer) on August 16, for the customer to finance the documentation preparation fee charged by the dealer to work with the Department of Education to refinance or consolidate student loan debt. The customer and dealer entered into a written agreement,
which Equitable was not involved and clearly stated the dealer offered a service to help navigate the student debt relief bureaucracy. The first payment was due November 25, which was paid by electronic withdrawal from the customer's account and was authorized by the customer when she signed the documents. We have no record of talking to the customer about this account. Perhaps she was talking to someone at the dealer or student loan servicer? We look forward to having the customer fulfilling her obligation to us
We purchased a contract from *** (dealer) on June 6, for the customer to finance the documentation preparation fee the dealer charged to work with the Department of Education to refinance or consolidate student loan debt. The customer and dealer entered into a written agreement, which
Equitable Acceptance was not involved and clearly stated the dealer was offering a service to navigate the student loan debt relief bureaucracy. We also have a recorded verification call done which explained the transaction, and Equitable's role. Equitable has never contacted the customer to discuss the student loan debt, this would be been done by the dealer. If the customer has an issue with the student loans, they must contact the dealer. We look forward to having the customer fulfilling her obligation to us
We purchased a contract from ***, Corp (dealer) on June 2, for the customer to finance the document preparation fee charged by the dealer to work with the Department of Education to refinance or consolidate student loan debt. The customer and dealer entered into a written agreement,
which Equitable Acceptance is not involved and clearly states the dealer was offering a service to help navigate the student loan relief bureaucracy. Equitable Acceptance did not contact this customer regarding their student loans, that would have been the dealer. If the customer has an issue with the outstanding student loans she needs to contact the dealer(Timothy *** is not an employee of Equitable Acceptance.)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me After speaking with a representative at Equitable Acceptance, this issue has been resolved I had been told wrong by another representative at Progress Advocates and was not explained everything in detail I'm satisfied with the result and the complaint against Equitable Acceptance can be closed Thank you
The customer did not call our office, they were working with a company, *** *** *** (dealer), that works with consumers to refinance or consolidate student loans. The dealer would have received either verbal or written permission to access the consumer's credit file to determine
which program would benefit the consumer the best. This access only gives the dealer a credit code that determines where the consumer's credit falls. They do not have access to the details of the file, only that based on the credit file where the consumer fits their programs. Once the credit authorization is given, the file is accessed and an inquiry is recorded on the file. We cannot remove the inquiry. The dealer has a recording of the telephone call giving the authorization, and without the authorization would not have attempted to access the credit file
We purchased a contract from *** (dealer) on October 30, for the customer to finance the documentation preparation fee charged by the dealer to work with the Department of Education to refinance or consolidate student loan debt. The customer and dealer entered into a written agreement,
which Equitable Acceptance was not involved and clearly stated the dealer was offering a service to help navigate the student loan debt relief bureaucracy. We have a recording done with the customer prior do funding which explained the loan and our role in the consolidation done by the dealer. We have received notice from the dealer they have complete the consolidation of the customer's student loans into a program best suited for his situation. If there are issues with the consolidation process, or the student loans, they must be addressed with the dealer Mentor. The account with us is a Revolving Credit which means in order to advance the money to pay the dealer, the balance on the account is what we have to report as the high credit which makes it appear to be 100% advance. As the account is paid on a monthly basis, the balance will decrease and the utilization will also decrease. We look forward to having the customer fulfilling his obligation to us. This account will not be cancelled as requested
We agree that this account has not been over days late as reported to the credit bureaus. We would be like to see where the customer is showing the over day late history. We have accessed our trade line with the Trans Union credit bureau and it does not show as being reported that
way. The issue seems to be with the payment that was due on February 25, 2017. When we attempted to charge the credit card we had on file to pay the payments, the credit card company told us the card was expired, and no payment was made. The customer paid the payment via our website on March 21, 2017. The customer set up the account to have automatic payments again using her checking account beginning with the March payment, but that was returned to us as NSF for being an incorrect account numberThe reason the account is now owing $is for the NSF fee and a late fee from the March payment. As soon as this is paid the account will show as current again. We have agreed to waive the outstanding late fee by reducing her balance once the account is current. We have listened to the recorded calls and determined the account specialist and supervisor did in fact handle this account in a professional matter.
We purchased a contract from Student Advocates (dealer) on July 23, for the customer to finance the documentation preparation fee the dealer charged to work with the Department of Education to consolidate or refinance student loan debt. The customer has paid all her payments through
automatic deduction from her checking account. The July 5, payment was returned to us by her bank as NSF on July 11. We attempted to run the check on the 5th and 6th, but the bank did not accept them. When we received the NSF check back from her bank, we added a $NSF fee to her account. The customer sent us a copy of her bank statement and our collection department reviewed and determined the customer did not have enough funds in the account until July 7. Also, the statement shows that her bank charged her $for the NSF fee, not EquitableThe customer returned our call on July and this was all explained to her after speaking with four of our representativesShe paid the July payment with us on July 12, with a credit card and was charged a $convenience fee to use the credit card, which she agreed to prior to processing the payment. We apologize if the customer thought we were rude, disrespectful, or unhelpful, this is not our intention. Our collection staff works with customer's to repay debt, and on occasion may come across this way in order to get a customer to make payments. The disputed $appears to be a fee her bank charged her and she would need to take that up with them