We recommend that the customer contact their financial institution directly regarding the reason for the rejected payments. As previously advised, no additional explanation was provided. While we received the customer's payments towards their settlement on December 14, 2021, May 14, 2022, December 14, 2022, and February 14, 2023, they were rejected by their financial institution. We are in receipt of your letter requesting additional information regarding the complaint (#********) filed with your office by ***************************************** Thank you for the opportunity to respond.Ĭurrent Creditor: ******************* Corporation With regard to the explanation of the payment statuses, please be advised that payments reflected as "Paid" have been cleared and were applied to the customer's outstanding balance payments reflected as "In Process" are due to be automatically processed on the customer's next payment due date, and "Rejected" are payments that are dishonored or not cleared by the customer's financial institution. The details of this call were forwarded to the appropriate level of management to provide coaching so that the representative can better handle calls of this nature in the future. We apologize for any inconvenience that this may have caused the customer. Please note, the customer must submit replacement payments for the rejected payments in order to satisfy their settlement by the expected date. However, our representative inaccurately informed the customer that their settlement arrangement was on track to be completed by the expected date. Our representative accurately advised that they were unable to access the system to explain the status of the customer's payments at that time. However, three monthly payments were rejected.įollowing this, the customer spoke with a representative regarding our online payment system. We received the customers recurring payments. Our review of the account confirmed that subsequent to charge-off, the customer accepted a settlement arrangement to pay a portion of the balance in twenty-four monthly installments. ****** **********, LLC is a third party collection agency contracted to collect on the outstanding balance. As a result of non-payment, the account charged off, with an outstanding balance. Our records indicate that this account was opened with *******************.
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