Zebit Inc

Customer service is terrible. I applied 3 times and was denied. When I finally got ahold of customer service they stated they use a 3rd party system to run their checks on people and the 3rd party company couldn't verify who I was. This makes no sense to me. I asked what I needed to submit to prove I am me. I was told nothing that 3rd party company does not ask for any verification they just deny. I asked if I could speak to supervisor, I was told no. I asked if there was anything I could send or fax in to prove I am me. I was told no. I asked if I was flagged for identity theft. Was told they do not know they just know the 3rd party company could not verify I am me. How can you not verify someone when they give you their SS# and birthday and address? I was told they did not no that they do not talk to 3rd party company, only know it was flagged for not being able to identify me. I again asked to speak to a supervisor, but was then disconnected. Very rude, unprofessional, and absolutely no help. I have forwarded this on to my HR department and to my employees and coworkers to vote to remove this from out Lifemart discount program for next year. I got approved from paycheck direct with no hassel. I financed my wife a new van with no problem, but this company tells me their 3rd party company couldn't verify my identity?? None of this makes sense. I am not an identity thief, I contacted Trans union, and they said there is nothing strange on my report. They do not do full credit checks so what do they use to verify identity? I offered to fax or email anything they needed, but they were rude, disrespectful, and hung up on me.I want my application processed, I would like a total valid explanation for why they treated me this way, and I would like an apology. I want my application processed like it should be.

Tell us why here...  Umeka – we are so sorry to hear about your experience and appreciate your feedback. I have thoroughly reviewed the situation and see that another Zebit member at that address has a delinquent account. I understand that there’s been a change in address, but please note...

that we use a third party identity verification service and it lists the address you provided as being the address of record for that other account holder as well as for you.  I’ve emailed you a fuller explanations, as well as my contact information, and look forward to speaking with you so that we can resolve this.  We have also reviewed your calls with our team, and where there is follow up to do, I will ensure it happens:  we want each and every interaction we have with our members to be informative and helpful. Thank you,[redacted]Customer Service SupervisorZebit, Inc.

Hello [redacted],I appreciate you taking the time to speak with me on Friday about your experience with Zebit. I am disappointed that we weren't able to provide a positive experience and can understand your disappointment. Upon further research I see that at the end of May 2016, we did update our...

verbiage in the registration process to reflect that Zebit was unavailable for retired Veterans at this time. We also stated that we would be opening up the program to a wider range of Military statuses in 2017. We launched the Zebit Military Program with an abridged set of Statuses so that we could test the program and make sure it was working as it should and providing the best possible user experience before opening it up to a wider set of Military statuses. We are fast-tracking this so that we can have it launched earlier than 2017 and hope to have it ready by the end of this Summer. We have gotten great response from Service Members and look forward to expanding the program.Please know that we appreciate the Service that all Military personnel have made to our Great Nation and we look forward to providing Zebit to you and all in the near future.Let me know if you have any other questions or feedback. I'd be happy to help and pass along how we can make Zebit better for all.[redacted]
[redacted]Director, Customer Service

Hello [redacted],I am very sorry to hear about the experience that you had with your order. I see that one of our Customer Service Team members called you and left a voicemail on September 15th as we wanted to get a photo of the item you received so we could reach out to the vendor to get this resolved....

I don't show that we have received a contact back. Would you mind sending a photo of what you received to [email protected] so that we can work with the vendor to get this resolved. We wouldn't want you to be left with an item you aren't able to use, especially if we made an error and sent the wrong thing.Regards,[redacted]
Director, Customer ServiceZebit, Inc.

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[redacted],  Throughout the order process we are clear that a member must use their own credit card, without exception, since transactions such as this represent a high risk of resulting in a disputed transaction (such as the disputes you asked about submitting).  Because of the activity...

associated with your card, we determined that we can no longer sufficiently verify authorized use of that account and made the decision to not re-open it.  I’ve emailed you my contact information – please feel free to let me know if you have any questions.Regards,[redacted]Customer Service SupervisorZebit, Inc.

On August 1, 2016 we did a periodic review of our accounts and froze ones that we deemed to be inactive as they had not made a purchase with their installment financing credit. [redacted]'s account was frozen in this process and he reached out to our customer service department in response to...

this action in early August, prior to submitting a complaint to the Revdex.com. In his communications with our customer service department, he expressed his displeasure with the outcome and requested that his personal information be deleted from our systems. We indicated to Mr. [redacted] that while we would disable the account and remove the ability to externally access it, the personal information collected during the application process was required to be retained. Mr. [redacted] then responded by saying "I have spoken to my attorneys, and advised to inform you to permanently delete all of my personal data [...]." At this point, our internal counsel was involved and because of the possibility that Mr. [redacted] had retained counsel on this matter, he attempted to confirm this by asking to speak directly with Mr. [redacted]'s attorney. We received no response to this request and this Revdex.com complaint was submitted shortly thereafter. Once submitted, our counsel contacted the Revdex.com to explain to them the potential legal situation and the need to confirm whether or not Mr. [redacted] had retained counsel. The Revdex.com attempted to contact Mr. [redacted] on this matter and he responded in the complaint process by indicating that he had not in fact retained counsel. At this point, our counsel then responded directly to Mr. [redacted] with a detailed explanation of the matter and an apology. That email is attached here as a Word document. Our counsel explained to Mr. [redacted] that Zebit is a regulated entity subject to federal and law and regulation with regards to the extension of credit and is thus required to retain information collected in the application process. Mr. [redacted] responded by saying that he does not accept this response. We have tried our best to be courteous and apologetic about the situation, but ultimately we are legally prohibited from deleting Mr. [redacted]'s information until the statutory period (explained in the attached email) has expired.

From the CONSUMER:Sent 5/31/2017 10:33:51 PMRead by b[redacted][email protected] on 5/31/2017 10:34:12 PMRevdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.None of that explaination makes any sense! I have contacted Trans union and Equifax, they see nothing on my credit report that indicates identity theft or any other issues. I have spoken to the car Dealer where I bought my wifes van and they had no issues verifying who I am! I contacted the social security office and my number is not flagged. So how can this company not verify me? I offered to provide any information they needed, and was told no! I and provide pay stubs which is what I was originally asked to do but when I looked on the application there was not an option to do this as the customer service rep told me. I told them when I tried to reapply there was not an option to verify employment as the email they sent me stated. I was then told oh well I guess they cant verify you then.  My complaint stands, and I would like the address and contact information for their corporate office.  It is not that hard to verify who someone is! Funny that just to see what would happen I asked my wife to submit an app as well as my sister and my mother. They all were denied for the same reason!!! Does my whole family not exist??? Are we all identity thieves?? No we are hard working americans being lied to and I think its funny that I still haven't had a supervisor or manager call or email me as I asked for several times. I would like my application processed and I would like an apology! Give me the 3rd party information, I will send them anything they need to prove who I am!Regards,[redacted]

Hi [redacted] – we thank you for taking the time to share your feedback with us, and are so disappointed to learn of your experience.  This type of problem is very unusual, and we are so sorry for the trouble you experienced in ordering a microwave oven.  We have refunded your order in full...

and have sent you a discount code as a token of our apologies. Thank you for taking the time to provide your feedback: our goal is for each and every interaction that our members have with us to be helpful and reflective of our commitment to delivering a great customer experience.  I will reach out to you directly to discuss your experience and am committed to ensuring that it doesn’t happen again.   Regards,[redacted]Customer Service Supervisor Zebit, Inc.

Hello Mr. [redacted],I am very sorry to hear that you have had a negative experience with Zebit. All of our applications go through multiple identity and fraud checks via a third party provider. They utilize data from multiple sources related to things like, name, social security number, date of birth,...

and address in an attempt to validate the applicant's information. In reviewing your application, we received information from the third party service provider and were unable to validate your identity. Regrettably, we don't have a way to override that information and force an application to go through the approval process. Additionally, we are unable to accept photos of documentation, like Social Security Cards, Drivers Licences, etc. as the security of our Applicant's information is extremely important to us.As for your experience with one of our Representatives ([redacted]), I was surprised to hear that he provided a negative experience. I reviewed all correspondence that I could find to best understand where we went wrong and what I could immediately correct. I found that he had corresponded with you via email and I reviewed those email correspondence. I didn't see that there was any verbiage used that could be construed as "rude". I spoke with him about this and he advised that he hadn't spoken with you on the phone and that it was only via email. I pulled our phone records and wasn't able to locate a recorded phone call from the phone number you provided in your Revdex.com complaint. If you contacted Zebit from a different number, please let me know as I want to review any phone call and ensure we are addressed any issues right away. Additionally, I met with [redacted] to ensure he is comfortable with answering inquiries related to our application process and I feel that he is well equipped to properly address these. We have a rigorous QA program where we observe calls, emails, and chats on all our agents and ensure that we are immediately coaching and providing additional training when needed. I apologize for the experience you had and that we were not able to make any adjustments to assist in the completion of your application for a ZebitLine.Regards,[redacted] A.Director, Customer ServiceZebit, Inc.