Steward Financial Services

I believe there must have been a communication issues between one of our Customer Service Reps and Ms [redacted] The debtor had accrued late fees, over the life of the loan, of $through June 16, The manner in which a payment is distributed to one's account is as follows: past due interest, past due fees (not late fees), past due principal, past due late fees, current interest due, current principal Ms [redacted] payment is due on the 25th of each month Due to the fact that she paid days early, a portion of her payment ($115.77) went to the past due late fees that she owes us Because the payment was distributed in this manner, it left a shortage in her June principal and interest payment of $ We don't defer late fees to the back end of the loan-which is where the communication issue started We will ensure all of our CSR's communicate the proper way in which a payment is distributed going forward

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted]

We will adjust the credit reporting in July Due to the way that credit reporting is reported to the individual bureaus, these changes won't be seen until late August

This was a very unfortunate situation with the passing of Ms [redacted] Our Loan Servicing Manager, [redacted] , spoke with several different parties regarding this situation and he became quite concerned about the collateral with the passing of Ms [redacted] He secured the vehicle because he felt it was the best way for us to manage the situation going forward He will be reaching out to Mr [redacted] to ascertain if he would like to pay the vehicle loan off If he elects to do this, we will arrange for the vehicle to be returned

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted] ***

To whom it may concern,Mr. [redacted] was contacted on July 9th to address his complaint with the RevDex.com by the Loan Servicing Manager in our customer service to department. This issue has been resolved with the customer. Kind Regards

We apologize for the confusion you are experiencing relating to the days past due. Below is a review of the timing of payments to include the days past dueDate Paid Due Date Days Past Due 6/12/3/26/when paid 6/12/4/26/when paid N/A 5/26/Deferred N/A 6/26/Deferred 12/15/7/26/when paid Blank 8/26/on Jan 31, Blank 9/26/ Blank 10/26/ Blank 11/26/ Blank 12/26/ Blank 01/26/ As previously communicated to you through various means the policy requires that once an account is over days past due it must be charged offWe do understand you do not agree and as referenced in the first response, a letter has been sent to youPlease allow a few days to receive the certified mail

Complaint: ***
I am rejecting this response because:as this has already been stated your penalized for making a payment early I sent in the correct amount for the payment nothing else this still creates late fees now I would have to be late on july payments to make up for june payment and this was no mistake I talkex to the manager who deffred my car payment in late who stated I can pay the late fees at the end of the loan when I get money I will send in extra for late fees but I want that amount credited for my june payment as it was sent in aslo this was never done before till now and there was no notice stating they would do this very shady company
Regards,
*** ***

On the bill there is a $late fee not $so I guess branch managers are lying also nice to know for public info you cannot state one thing and do another remove all late fees from june payment because it was not late the bank was just shady and said one thing and did another
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

We are sorry to hear about the unfortunate incidents that have occurred in the past year Our collection practices are reviewed regularly, as are our calls, for quality assurance If there was a specific call that we could research, we will be happy to look into it as unethical behaviors
are not tolerated in our company In reviewing the notes on your account, it does not appear we went outside FDCPA guidelines in working your account As for the person who was attempting to serve you court papers, this was not done on behalf of our company Your file has not been forwarded to our legal counsel as of yet so the court papers must be for another entity

There was no "penalty" for making the payment early The funds were distributed in accordance with our policy and system set-up; which happens to be within the guidelines of the law I apologize that we informed you that you could defer the late fees to the back of the loan What I will do is waive the $late fee that was associated with your June 25th payment That being said, there remains a balance of $of principal and interest for your June 25th payment

The customer is correct in that we inadvertently withdrew funds from her account due to a programming error with the software system we utilize According to the notes in our system, we received a copy of the customer's bank statement on 1/27/and processed her refund via ACH that day
She should receive the funds either today (1/28/2016) or tomorrow; depending on the customer's bank The funds have been withdrawn from our account at this time

Complaint: ***
I am rejecting this response because:I provided documentation regarding the Will of my deceased sister and I mentioned the clear intentions and that I was the executor. It was *** *** that said I had nothing to do with it and that he couldn't speak to me regarding this. Paying off the full loan was never discussed and their business practices are what I am referring to. There was never a question of them being concerned for the collateral since an executor was provided by name and they could've gathered any additional information they needed. What they did was unethical and immoral, it was not out of "concern" nor do they feel it is "unfortunate". *** *** knew exactly what he was doing and outright lied to me when he asked me to call him the following day even though he knew that the vehicle was scheduled to be repossessed. I once again refer back to the recorded conversations that this business possesses. I would like for the executives to play these conversations that I gave the exact times and dates in the previous complaint to see if you think it was "unfortunate" or if there was ever a question on whether or not you would receive either payment and/or the collateral returned. I suggest that this business also retain these tapes. I also mentioned to *** *** to refer to the email address that I originally sent the email from and he could see that I work in the financial industry. My organization would never conduct business in this manner and he very well knew that there was no danger of any improprieties occurring in regards to this vehicle being kept or a resolution not occurring that would remedy their interest.
Regards,
*** ***

Mr*** While we maybe part of a large organization, our division is quite small with only employees Our division has only been in business for a little more than years That said, if you would like to contact me at *** in order to discuss your concerns, I'd be happy to take that call. Regards,*** ***President

Complaint: [redacted]
I am rejecting this response because:I still do not understand, the breakdown gives dates and numbers but I do not follow. I have tried to call numerous times to speak to someone and leave messages with no callbacks received. I left a message for the manager today (February 23, 2018 at 10:30 am) and hope to hear back from him. I got a letter stating I can call and try to resolve this matter amicably, but so far I have not been able to even get anyone on the phone to speak with me. I not only have questions about the 150 day past due issue, but also the amount being requested. The numbers have not been explained to me, and the amount requested is over $4,000 more than the principal of the vehicle that was purchased in 2016. 
Regards,
[redacted]

I spoke with the customer and the issue has been resolved.  His payment was re-applied to principal and interest.

Complaint: 12664674
I am rejecting this response because:
I’m confused, how can it be 150 days past due when a payment was made in December? They are correct about the payment date in January, I just checked my records. There was a payment made in December  Before the account was sent to a tow company I tried to call and email numerous time with no response, including today. I sent an email and I called and left a message for Derrick L[redacted] with a woman named Tracey for him, and again got no response  I do not believe taking the vehicle will benefit either of us.  Steward will lose money if the car is taken and is sold at auction and I will lose my means of transportation to work. I wanted to again find out if the situation could be rectified, and how much would be needed to bring the account into good standing again, as I have requested previously with no response as well. I know that we disagree about the way that communication transpired, but I think it would be mutually beneficial if the matter is resolved  differently than surrendering the vehicle and letting the account remain as a charge off.   
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may...

update it before sending it.]
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.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]