Rona Home Centre

Mr. [redacted] had a loan which he paid out in January 2010. His credit report reflected, and has always reflected, that his loan was “Paid in Full”. The credit report also reflected that in the course of that loan he made late payments (30 days) three times, and that is correct. The credit report did...

not just pop up, as Mr. [redacted] seems to believe, but has been reported over the last seven years. What may be causing Mr. [redacted] some confusion is the fact that a trade line only stays on a credit report for seven years; two of the three credit reporting bureaus have already dropped Mr. [redacted]’s trade line, and the third will do so shortly since May is the seven year point of the beginning of that loan. After that, there will be nothing reported regarding Mr. [redacted]’s loan with Sun Loan Company.

From: [redacted] [mailto:[redacted]] Sent: Thursday, April 27, 2017 10:48 AMTo: [redacted] <[redacted]>Subject: RE: The Revdex.com has received a customer concern about your businessThis complaint has been resolved already. After several...

attempts to get Ms. [redacted] to provide us with the information we needed to investigate the matter, the account has been deleted from her credit report.Thanks, [redacted]

Complaint: [redacted]
I am rejecting this response because: during the "promises" that I made in trying to pay off the amount owed due to the financial issues I advised them I was having, there still was never any kind of concern expressed to me from the manager directly or anyone else in the office during my calls. They always gave me my pay off amount and would just hang up. As far as I understand, no credit report keeps an updated phone number for anyone to be reached at and I am not able to be reached during my working hours of 8:30am to 5:30pm. There was communication on my end in regards to trying to pay Sun Loan off. I did complete the pay off as soon as I was approved by a consolidation loan. I still do not agree with the reason for the credit check that was done without my permission or even mentioned would need to be done during my calls to the office.
Regards,
[redacted]

We are very sorry that Ms. [redacted] is unhappy with this situation. We value our customers and try to provide good customer service at all times. We have had the supervisor for this area investigate Ms. [redacted]' complaint, and he has reported the following. Ms. [redacted] originated the loan on May 16, 2017....

The first monthly payment was due on June 16, 2017. Despite several promises to make a payment, Ms. [redacted] did not do so and unfortunately fell behind on her payments. It is the office manager's responsibility to contact the customer and see if some payment arrangements can be worked out that would assist the customer in getting through whatever temporary financial difficulty she might be experiencing. The office manager was not able to get in touch with Ms. [redacted] basically from July 21 to August 14 when Ms. [redacted] called and said she would be in on August 15 but did not make it in again. During that period, the office manager did pull a credit report, which the company has permissible purpose to do, in an attempt to find an updated telephone number or some method of contact to reach Ms. [redacted]. Ms. [redacted] did come to the office on August 30 and settled the account. Again, we are sorry that Ms. [redacted] is upset but there is no indication that the office personnel did anything improper or inappropriate.

We are certainly sorry that Mrs. [redacted] is unhappy. The branch office records indicate that her account, however, has been past due since November 14, 2007 and it is the [redacted]'s responsibility to contact her. Last contact with Mrs. [redacted] was on November 02, 2017. Mrs. [redacted] has indicated...

that she is experiencing some financial difficulties at this time and would not be able to make full monthly payments on her loan, and the branch [redacted] is certainly willing to work with her in coming to a payment arrangement that would help her to get through this difficulty and keep her loan from being charged off but a dialogue between them is necessary. Mrs. [redacted] does not wish messages left with her references or at her place of employment and we will of course honor that request. I would encourage Mr. [redacted] to call the [redacted], who would like to work with her, and come to a mutually satisfactory payment arrangement.

Ms. [redacted] was contacted by Ms. Mary [redacted], the supervisor for that area, in response to her complaint. Ms. [redacted] secured the call logs for the Amarillo office and, in discussing  the situation with Ms. [redacted], pointed out that Ms. [redacted] may not have been called quite as often as she stated...

in her complaint. At any rate, Ms. [redacted] and Ms. [redacted] discussed the account and the situation and came to a mutually satisfactory payment arrangement. Ms. [redacted] desired to make her payments at a different branch office and that request has been accommodated. I am told that Ms. [redacted] is now happy.

Dear Ms. [redacted],   I am writing in response to the complaint below which you received from Mr. [redacted] regarding the Sun Loan Company office in Marion, IL.   We are sorry that Mr. [redacted] is so upset. However,  I have spoken with the branch office manager in Marion and also with...

Ms. Sarah Ganzer, the supervisor for that area, and have received the following information.   Mr. [redacted] first missed his monthly loan payment in March 2016. He has not made any payment since that time and, contrary to his assertion that he has been harassed by phone calls from the branch office, I am told that the branch office did not even have a phone number for Mr. Peppers, that Mr. [redacted] did not even in fact have a phone, and that they had not been able to speak with him or contact him  since March. Nor has Mr. [redacted] ever come by the office to discuss the situation. Mr. Peppers’ account is now charged off for non-payment and is being properly reported to the credit reporting agencies as such.   I am told that the only contact that was made since March was via email between Mr. [redacted] and the area supervisor. Ms. Ganzer showed me a lengthy email thread in which she had discussed the situation with Mr. Peppers. She was extremely polite and assured Mr. [redacted] that she would be willing to work with him to come to some payment arrangement that would get him through any temporary financial difficulty that he might be experiencing. However, Mr. [redacted] kept insisting that he had sent payment checks and demanded to know why the payments had not been posted to his account. No checks from Mr. [redacted] had ever been received at the branch office.   Again, we are certainly sorry that Mr. [redacted] is so upset but he did not really make any effort to resolve the situation. If he had come to the branch office or just made some contact with the branch office, the manager would have been more than willing to work with him.   Please let me know if you need any further information.   Sincerely,   [redacted]

Mr. [redacted]’s complaint was investigated by Ms. Summer Lindsey, the supervisor for that area. In reviewing Mr. [redacted]’s file, she found that the late charge was the result of a late payment made in February (2/15/2016 night drop), not in March. The late fee was correctly assessed but, as a customer...

service, this late fee is being waived for Mr. [redacted].

Investigation of this complaint indicates the following:Ms. [redacted] had a loan that was charged off for non-payment in 2014. In June of 2017 Ms. [redacted] paid off the loan in full and the account was properly reported to the credit reporting agencies as a "paid charge-off". Shortly afterwards, the loan...

office in which Ms. [redacted] had her account was sold to another loan company, and so her account, as paid off, was no longer carried by this company. It seems that Experian, of the three CRAs, had a problem with their reporting of this account. Ms. [redacted] did call our corporate office and, as she states, there was some difficulty in recovering the history of her account. The reporting was corrected and our representative told Ms. [redacted] that if she experienced any other problems she should call us directly because no branch loan office would have a record of her account. Ms. [redacted] did not follow that advice, in fact she submitted a request to the CRA's to have her credit reporting investigated. That further confused the matter because, again, that account was not longer in the computer files of any office. We answered the E-Oscar from the CRAs and got it straightened out again with the credit reporting agencies. Ms. [redacted] account is now being accurately and properly reported by the credit reporting agencies as a "paid charge off".

June 11, 2015 Revdex.com Corporate Office Attn: [redacted] Austin, TX [redacted] Dear Ms. [redacted]: This is in response to your letter of May 26, 2015 regarding a complaint made by Ms. [redacted] against the Sun Loan Company office in Sallisaw. Your letter was addressed to a San...

Antonio branch office but this account is actually in [redacted]. Ms. [redacted] has complained about her loan charges and the handling of her account. The following information has been provided to me by the supervisor for that area. Ms. [redacted] originated a loan of $351.27 on 04/19/2013. The loan called for 7 monthly payments of $74 for a total payback of $518. The first monthly loan payment was due on 05/19/2013. As noted clearly on the loan contract, a late fee is incurred 10 days after the due date of a payment. Ms. [redacted] made her first payment on 05/30/2013 but refused to acknowledge that she owed a late fee, saying that this was her first loan payment. She did not make a payment in June, thereby incurring another late fee. She made a payment on 07/08/13 and for four months after that, but refused to pay or recognize the overdue late fees which continued to be carried and added each month to her account. Paying the two late fees when they occurred would have made the account current and the regular monthly payments would have resumed but that was never done. When Ms. [redacted] questioned how her account was being handled, the manager attempted to sit with her and explain the charges but Ms. [redacted] got into an argument at the branch office which is likely the source of her charge that another customer in the office heard her arguing at the time. After skipping the month of December, Ms. [redacted] made one last payment on 01/06/2014. In May of 2014 the account was charged off for non-payment. Ms. [redacted] states in her complaint that the disputed amount is $126 but her account shows a balance remaining of only $102. We are very sorry that Ms. [redacted] is unhappy but the charges reflected on her account were correct. Sincerely,   [redacted]

Ms. [redacted] has been mailed today a copy of her loan contract and a copy of her account/payment history on the loan. Ms. [redacted] originated the loan for $301.52 on April 26, 2012. The loan called for eight monthly payments of $51.00. Ms. [redacted] made only five of the eight required monthly...

payments on the loan. The loan was charged off for non-payment on February 28, 2013, and is being correctly reported as such to the credit reporting agencies. If Ms. [redacted] had requested validation from the branch office where she originated the loan, she would have received it immediately. She requested validation from the corporate office and, as required for the protection of her personal and private information, the corporate office requested that she provide identification information.

Ms. [redacted] originated a loan in our Sun Loan Texas City branch office for $303.79 on November 05, 2013.Ms. [redacted] never made a monthly payment on the loan, and the loan charged off on April 30, 2014.The balance of the loan is $416, and the payoff is now $710.59. The loan is being accurately and...

properly reported to the credit reporting agencies. I have copies of the signed loan contract and the account payment history if you need them. If Ms. [redacted] would like to offer some settlement on this loan, she can call the manager of the Texas City branch office where she originated the loan. Please let me know if you need any further information.Thanks, [redacted]

Complaint: [redacted]I am rejecting this response because:  what was in their response is not in any true. I expected them to tkae up for the manager but I did pay 2 late fees and did not own them any thing else so where do I go from here they are not telling the true story and they never did try to sit down with me to show me any thing loke I said it was my first payment and I was not lateon  my payment. I was told it was 126.00 and that is what is on my credit report.I want it taken off if I had know about this when I went in to pay them off I would have talked to them at that time I was not told about the bal. and I payed it off be for the 7 months.if they say I owened a late fee I should have been told then.Regards,[redacted]