rateGenius

Hi Mr. [redacted],Thank you for your reply in regards to your Revdex.com complaint. I am so sorry that you felt that the employee's action was intentionally threatening. I would like to review the email and take next steps. You can send it to me directly at [redacted] and I will handle the issue personally.I appreciate your time.[redacted]PR & Content Marketing Manager

Hi [redacted],Thanks so much for your reply in regards to your complaint. As a reminder, you entered all of your vehicle information and personal information into the Lending Tree website and submitted the application through their website. The link that you provided is their advertising disclosures and not their loan application disclosures that show up during the application process. We did not personally take your social security information and run an application without permission. All of the information was collected from Lending Tree, your credit was pulled, and then sent to us to find a lender. Unfortunately, as we are in a different state and have different policies, we are not able to remove the credit inquiry from your file. If you are still looking around for a loan, please note that all inquires on your credit pertaining to a refinance are lumped together and entered as only on inquiry within 30 days of applications. This will not negatively affect your credit. We are still able to work on a refinance with you if you are interested. Please let me know if you have any additional questions. Thank you!Best regards,[redacted]PR & Content Marketing Manager

Dear [redacted],This letter is being written in regards to the Revdex.com Complaint that was presented to our company on 10/24/2015 (Case #[redacted]).We thank you for taking the time to respond to us regarding this complaint. We have gone back and reviewed all documentation, as well as listened to all of the recorded conversations from your transaction. We were unable to find an instance where your representative told you not to pay your current auto loan. We apologize for any confusion that arose during the process.We're sorry that the process took longer than we would like. Your representative and management did everything they could to refinance your loan at a better rate. RateGenius has made a good faith effort to help the customer. We would like to offer you a $25 gas gift card to have the matter resolved. Thank you,[redacted]PR & Content Marketing ManagerrateGenius

May 24, 2017Hi [redacted],I am responding to your complaint #[redacted] submitted to the Revdex.com. In February 2016, RateGenius Loan Services, Inc. assisted you with a transaction relating to your vehicle.  In connection with the transaction, you agreed to purchase a GAP...

product.  As stated in the documentation you received from that transaction, purchasing GAP was optional and not a requirement to fulfill the transaction.If you need any further assistance on this matter, please contact me at ###-###-####.Best regards,[redacted]

March 11, 2015[redacted]
[redacted]Dear [redacted],This letter is being written with regards to the Revdex.com Complaint that was presented to our company on 2/2/2015 (Case #[redacted]).Thank you for bringing this matter to the attention of RateGenius. We have investigated the...

matter carefully and wish to apologize for any confusion that may have arisen as a result of your application. We pulled the call with out Customer Service dept and believethis to be a result of confusion between the terms "Pre-Qualified" and "Pre-Approved" on part of the customer.As per the CFPB, "Pre-qualification" is a lender’s estimate of how much you could be eligible to borrow based on information you supply. Pre-qualification does not mean you will get the loan as it is based on a very limited amount of information about the customer."Pre-approval" usually means that the lender is ready to make you a loan based on the information and documentation you provided at the time you requested a pre-approval. The letter sent by RateGenius only stated that you were Pre-Qualified for a possible lower interest rate on your car loan. Once the applicationwas taken and more information was gathered, it was determined that the lender would have a better chance of approving the loan by addingthe additional income of your spouse in order to help what is called the Debt-to-Income (DTI) ratio. After reviewing the call, the RateGenius supervisorat no point ever guaranteed or assured that the loan would be approved. He also explained the difference between pre-qualified and pre-approved.After the loan application was completed and sent to the lender, Family Savings, the lender determined it did not meet their approval metricsand the mandated Adverse Action Notice was then sent which notifies the consumer as to why the loan was declined.Again, we apologize for any confusion or inconvenience this may have caused. Thank you for your patience and consideration in this matter.Regards,[redacted]

Dear Mr. [redacted],This letter is being written in regards to the Revdex.com complaint that was presented to our company on 1/18/2016 (Case #[redacted]).Thank you for bringing this matter to our attention. We have looked into the situation and carefully reviewed it to make sure we address your concerns...

properly.Our goal at the rateGenius Insurance Agency is to help our clients get the best coverage for the best price. During the initial call between you and one of our agents that took place on December 7, 2015, you informed us that you were paying $203 per month ($2,436 annually) for your homeowner's insurance. We were able to find a replacement policy for an annual rate of $1,498. The policy that our agent found would save you $78.16 per month. Once you decided to move forward with this policy, we took the necessary steps to help you do so. After this was arranged, you determined that your annual rate for his previous policy was actually $938 annually. Due to the miscommunication during the initial conversation, making this change would not allow you to save money. Our Insurance Manager spoke with you on January 18, 2016 and explained why we initially believed that this new policy would save you money. Additionally, he said that the best thing to do would be to reach out to the company who provided you with the original policy and determine if it was eligible to be reinstated, as policy reinstatement is a common practice in the insurance industry. The conversation was ended after you said that you would call him back after determining the original policy's eligibility for reinstatement, which would allow us to ensure that your concerns are handled properly. We have not heard back from you about whether or not you could reinstate the initial policy and have not had the opportunity to help you with the next steps in the process. Our Insurance Manager will be reaching out to you today to help resolve this matter.We thank you again for bringing this to our attention and we hope that we can address your concerns adequately. Please do not hesitate to reach out to rateGenius should you have any other questions or concerns regarding the policies.Thank you,[redacted]

Complaint: [redacted]
It seems that you are unwilling to assist me and therefore, I am going to take the next step in seeking to have this inquiry removed from my credit report.  I will be speaking with the Consumer Protection Agency of Texas and file a consumer complaint about your fraudulent actives and erroneous inquiry.  You can expect to hear from them moving forward about this complaint. 
Regards,
[redacted]

Dear Mr. [redacted],This letter is being written with regards to the Revdex.com Complaint that was presented to our company on 12/24/2015 (Case #[redacted]).Thank you for bringing this matter to the attention of rateGenius. We have looked into the situation and carefully reviewed it to make sure we address...

your concerns properly and completely. RateGenius provides borrowers with multiple quotes in order to get them the best deal on their auto refinance. Your loan officer discussed quotes from multiple lenders within the rateGenius network with you in email communications between December 21–23, 2015. When applicants submit their application through rateGenius, they must click a checkbox indicating that they allow rateGenius and its lenders to run their credit in order to determine creditworthiness. Applications cannot be submitted unless this box is checked.As mentioned in the email from your loan officer on December 24, 2015, the credit bureaus allow up to seven pulls or 21 days to have your credit shopped and only add one hard inquiry to your credit file. Any time someone pulls your credit, they have to report it. The pulls that have taken place for your auto refinance application with rateGenius will be condensed into one hard pull within 30 days.  We thank you again for bringing this to our attention and we hope that the matter has been resolved adequately. Please do not hesitate to reach out to rateGenius should you have any other questions or concerns regarding your application.Best Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:The same reason that was said in first letter, they said I was pre approved and the address was deceiving so was the way they went about getting all my information.
Regards,
[redacted]

March 11, 2015[redacted]
[redacted]
[redacted]Dear [redacted],This letter is being written with regards to the Revdex.com Complaint that was presented to our company on 2/2/2015 (Case #[redacted]).Thank you for bringing this matter to the attention of RateGenius. We have looked into the situation...

and carefully reviewed it to make sureevery aspect is covered. We have discovered that the reason your warranty claim has been denied by the warranty company, INDS, isdue to an evident lack of proper regular maintenance on the vehicle.This stipulation is outlined in the Extended Warranty contract that was sent to you and signed at the time of purchase, as well as sent to you again 3 months later. At no point did RateGenius or its provider of extended warranties, INDS, ever guarantee that the vehicle wouldbe covered unconditionally.You are more than welcome, however, to cancel the warranty (our records show that the cancellation form has been sent to you) for apro-rated refund of the cost of the warranty.Again, we apologize for any inconvenience this may have caused you. Thank you for your patience and consideration in this matter.Regards,[redacted]

[redacted]
[redacted]Dear [redacted],We appreciate you bringing this matter to our attention. We have reviewed both calls made between you and our representativesand have found at no point any instance of our representatives assuring that an approval of your loan would be guaranteed. Based onthe information in those calls, it appears that the lender, Family Savings, may have given you that impression during your call with themand we invite you to take the issue up with them for further resolution.As the process is designed with federal regulations in mind, we work with you, the consumer, to give you the best chance of getting approvedfor a lower interest rate auto loan. You were selected as "pre-qualified" based on a very limited amount of information we have from a soft inquiryon your credit profile. This soft inquiry does not affect your score negatively. We then sent the letter on behalf of the lender to invite you to fullyapply for the loan. When you filled out the application, you agreed to a hard inquiry on your credit. This allowed the lender to see more informationon your credit report to be able to better see if you met all the standards to be approved for the loan.Our representatives stated that by adding your husband as a joint borrower, it would help by decreasing your Debt To Income ratio and wouldhelp the application. However optimistic as we try to be, it was never a guarantee that the lender would approve the loan. We can only make recommendations that will likely increase the chances of being approved. Once your husband applied as a joint borrower, he also agreed, as part of thesecurity questions that are asked to every customer, to having his credit pulled for the purposes of this loan.Our lenders are unfortunately unable to make an approval without first being able to look at your credit profile. This is why you were only "pre-qualified"at first, as opposed to "pre-approved". Again, our deepest apologies for any confusion or inconvenience this has caused you. We are taking measuresto ensure that our staff are all properly trained to help our customers better understand the process and to be more clear in order to mitigate any confusion or distress.Thank you for your patience and consideration,[redacted]

March 10, 2015[redacted]Dear [redacted],This letter is being written with regards to the Revdex.com Complaint that was presented to our company on 2/17/2015 (Case #[redacted]).We have carefully reviewed your complaint and as a result, have reviewed our...

agreements with all of our business partners and any other 3rd partieswith which we work. We take our customers' privacy very seriously and strive to always protect your information from ever being usedfor any purpose other than that which you have applied for through our services. In accordance with state and federal privacy laws, we never sell ordisseminate our customers' personal information to any outside parties for other uses. RateGenius also maintains language in our agreements with ourlenders and partners that assures that your information is only used in finding you a better refinance option for your auto loan.We apologize for any inconvenience that you have experienced as a result of these calls, but we have determined that it is merely coincidental that thosecalls began around the same time that you applied for an auto loan refinance with rateGenius. We maintain that rateGenius has not, nor ever will, sell yourinformation or used it in any manner other than that which was agreed upon in your application. Thank you for your patience and consideration in this matter.Regards,[redacted]

Hi Mr. [redacted],I am writing in response to your Revdex.com Complaint #[redacted] that was submitted in May 2016. I am sorry to hear that you were not happy with our service and we apologize for any inconvenience you may have experienced. I wanted to respond and provide a bit more insight into the auto refinance process. According to our records, you applied for an auto refinance through one of our partner channels websites. From their website, you authorized them, and their affiliates, to access your credit report for reasons of establishing credit worthiness. After your loan application was submitted, all of your information was sent to rateGenius in hopes that we would be able to find a lender that fit your needs. RateGenius Loan Services is one of the financing options offered through their service. In order to provide you with an accurate offer, it is necessary for us and our underwriting partners to review your consumer credit report. Again, through the application process, you gave authorization to pull and review your credit report. Unfortunately, once your application gets to us, your credit has already been pulled and we are not able to remove this inquiry since it does not involve identity theft. Please do not hesitate to reach out to us should you have any additional questions, I am more than happy to help.Best regards,[redacted]PR & Content Marketing Manager

Complaint: [redacted]
I am rejecting this response because:  The form included information such as name / address.  After reading the small print I did not go through with the form.  I exited it.  This is a problem with the spam form that is part of an ad, not identity theft.  And yes, once you run my credit UNAUTHORIZED, you CAN contact the credit bureaus and let them know it was a mistake, in which they will correct it.  I did NOT authorize any type of credit pull, it is illegal to do so without my consent, which is almost as bad as identity theft.It isn't that hard to admit that the advertisement is 2 things.  A) Very sketchy at best, requesting name and address and not mentioning anything about pulling credit reports unless you read the fine print.  and B) when the user exits without completing the form, it STILL sends the information.   You need to contact your 3rd party company that creates these forms and let them know that they need to fix the form to not send if the person does not submit it.  Unless this is working as intended, which I believe that is the way you designed it.  Then you can just call out plausible deniability and still run credit reports on unsuspecting people, then badger them constantly with offers they did not want in the first place.Next you will be hearing from my lawyer.
Regards,
[redacted]

June 25, 2015[redacted]
[redacted]Dear Mr. [redacted],This letter is being written with regards to the Revdex.com Complaint that was presented to our company on 6/18/2015 (Case #[redacted]).Thank you for bringing this matter to the attention of RateGenius. We have looked...

into your loan file and carefully reviewed it to make sure every aspect is covered.The main thing to consider and keep in mind when comparing your old loan rate to your new loan rate, is that you opted to extend the term of the loan out from 54 months to 63 months. This effectively stretches the principal and interest that you pay out over a longer period of time. The benefit of this option, however (and why most people choose to do so), is that it can significantly lower your monthly out-of-pocket payment expense. For example, in your case, monthly payments dropped from $415 to $345.Now if you were to have kept the same term as your old loan (54 months) but with your new lower rate of 3.24%, your monthly payment would only have dropped to $398. It's not as big of a savings in regards to your monthly expense, however, you would ultimately pay less interest over 54 months versus 63 months.Overall, it's key to keep in mind that even though you opted to have the term of your loan extended by 9 months, the drop in APR from 6.99% to 3.24% has still resulted in significant savings in your finance charge (the total amount you pay in interest to finance your vehicle). Under your old loan, you would have ultimately paid $3223 in interest over the remainder of your loan. With your new lower rate loan with Credit Union 1, your total interest paid will only be $1774. That's a total savings of over $1400 in interest paid. We've attached the loan amortization charts to this message so that you may review them for yourself.We hope that this adequately answers your concerns and displays the value of refinancing your vehicle loan. If you have any other questions or concerns, please feel free to reach out to us at anytime. Thank you again for bringing this to our attention.Regards,Compliance Manager

Complaint: [redacted]
I am rejecting this response because:I was informed by my loan officer that my loan would be funded no later than July 31st, it was not. Also documents had to be resubmitted several times because of missing information (not requested by RateGenius initially).I did make my payment upon the recommendation of RateGenius but because I had expected the loan to already be funded I had to pay an expedited fee, additionally the difference in interest had to be paidOverall I'm not happy with the experience and will not be recommending the service to any friends or family, I cannot in good faith recommend them. 
Regards,
[redacted]

Hi [redacted],Thank you for your response. I completely understand the confusion and frustration and I genuinely apologize that this has happened. I have spoken with our Titles team and the decision has been made to waive the fee. RateGenius will pay the state of Florida so that nothing will come out of your pocket. Again, I am so sorry for the inconvenience and any stress this may have caused. Please do not hesitate to reach out to me if you have any additional questions or concerns.Thank you,[redacted]PR & Content Marketing Manager

Hi Mr. [redacted],Thank you for your Revdex.com response. I am sorry that we were not able to offer a resolution that pleased you in this case. As a loan broker, we have a responsibility to report all credit pulls to the credit bureau. In this case, you did authorize and accept the credit inquiry terms in the application flow. Again, I apologize for your frustration, but assure you that we ensure that each credit inquiry is accepted by the consumer before it is conducted. If you have any additional questions, please contact me directly at [redacted]Thank you for your time.[redacted]PR & Content Marketing Manager

Complaint: [redacted]
I am rejecting this response because: I was also on the phone call and know exactly what was said. I am happy that you are going to make sure your representatives are trained appropriately for future calls so other consumers are not misled.
Regards,
[redacted]

We appreciate the customer contacting us to review the problem and find a solution. Upon reviewing the information from the customer, we've found the customer was directed to the RG website to fulfill an application. Before a customer can submit an application the last page of the app states "I...

authorize rateGenius and/or its lenders to retrieve my credit report for the purpose of evaluating the credit worthiness of this loan request, and to service my loan if made, as outlined in rateGenius' Terms and Conditions." In order for the customer to finish submitting the refinance application, the customer must check the box to acknowledge they've read this statement. By checking his box, we pulled the customer's credit report and followed the Fair Credit Reporting Act.