Refijet

When the laon process was originated the second week of August and the required paperwork was discussed we informed [redacted] that we would need all the required documents completed and returned to complete his refinance.  [redacted] was in possession to the title of his vehicle at this time.  Partial paperwork (excluding the Title) was received 0n 8.16.17 and the funding process was commenced.  Funds were received in ourholding account on 8.18.17.  [redacted] was contaced on that day and informed that we still needed the title to the vehiclenothing was received.   [redacted]. from our office spoke with [redacted] on 8.28.17 and requested  that he send us the title to complete the loan process.  A new [redacted] return lable was sent by [redacted] to [redacted].  Additional voice mail messages requesting Title were left on 9.07.17 and 9.15.17.  On 9.20.17 8 text messages were exchanged between one of our administrative staff ([redacted]) and [redacted] about the missing title at which time [redacted] complained because he was making two payment.  At 5:18 the same day [redacted]. from our office left  [redacted] a message informing him that we were still missing the title and that all the loan documents were needed to complete the process including the title we had been requesting for over a month.  On 9.30.17 we received the title from [redacted] and remitted payoff to [redacted] original Lender.  It was explained to [redacted] from the initial contact that all the documents are a required part of the loan process.  It is industry standard that unless the titles is in the hands of a fiducuary, tiltes need to be in hand to release funds, otherwise the loan is unsecured and in Default pusuant to the Loand Agreement.  Please contact me with any questions.  [redacted].

We are working with Mr. [redacted] to find an alternative lender which will accept him.Tell us why here...

A refund check for Mr. [redacted] GAP was mailed on 11/27/2017 and deposited by Mr. [redacted] on 12/14/17.  A copy of the cleared check is attached.  Please call with any additional questions.

Mr. [redacted] did refinance a vehicle through us and did request to have the cost of an extended service contract (ESC) and GAP insurance policy amortized into his loan with the knowlege that these policies could be cancelled at any time.  We dropped the ball in not promptly getting back to Mr....

[redacted] when he inquired as to the cancellation process.  Tiffany has been terminated for her failure to adhere to company policy.  Our sales manager Caleb did reach out to Mr. [redacted] on February 15 when he bacame aware of the problem.  The necessary forms needed to cancell the policies were sent to Mr. [redacted] the following day.  The forms were completed and returned to our office on Friday the 16th and they were processed the following week.  It will take the insurance companies approximatly 6 weeks to process the cancellation and issue a refund check.  Because the contract premiums were financed the refund check will be sent to the Lender and the proceeds will reduce the principle balance of Mr. [redacted]'s loan.  Please contact me with any questions.