Consumer complaint received 2018-02-08
Company: Skopos Financial, LLC
State: DC
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I paid my car note on XX/XX/XXXX and I received a thank you for your payment and confirmation number. Then I called by chance two days later and was informed it wasn't accepted and that regardless if a payment is accepted or not their system gives everyone a confirmation number, so you dont know until you either see a ding on your credit report or a call from them, but as it turns out do to their system error, I received a late payment mark on my credit report ( s ) and would like for it to be removed. I received a thank you for your payment and confirmation number and I had the money in bank, everything so I thought everything was good. Once they informed me it wasn't accepted and they said they called me but did not leave a voicemail message not called any of my back up numbers and then I asked why wasn't it accepted. Well I received several different reasons, not to mention when I called I was told too that I could just wait to see if the payment went through or not. So, at this point I am confused and still not sure how I could receive a confirmation number and all, which I have a picture of for evidence, and the payment no be accepted. I was advised that although it says thanks for your payment and gives you a confirmation number, that it does not mean anything as it says that to everyone who makes a payment. One representative said it was the incorrect routing and/or account number and another said the payment was returned. I said how can it be returned if it was the wrong information how could it even have been present for payment and why or how can the system accept incorrect information, as most systems are flagged if checking information is not accepted or the company will advise you. Nevertheless, I call to ask since the confusion was on their behalf and no messages or anything as a courtesy, which they advised me of, if they could remove the negative remark do to the circumstance. It seems as soon as I asked the response was why are you trying to get a house and I said yeah, and then I was told well it takes 30 days so you should be fine. 
In fact, that too was inaccurate as I was not buying within those 30 days so it is and id affect me and my score went down an entire 74 points because of this. This is very confusing as with most companies, it rejects payments automatically, especially if checks are not accepted and/or the company doesn't accept your payment. In addition, the supervisor stated they had tried to call me but did not leave a voicemail message and was not even sure if my payment had or would be accepted or not. I found this very odd and confusing, not to mention now causing me a hardship unnecessarily. As I had been advised previously, as I recently did have a return payment due to a block on my account because my wallet had been stolen, that they could do a one-time courtesy negative mark removal. So, although they were not sure if it would show as a late payment or not, I am requesting ahead of time in case it is that it be removed. XXXX XXXX, who was the supervisor, seemed to not know much more than then regular customer service reps as they advised me to wait to see if the payment I submitted online would go through and they were not sure if it would or not. She also told me she would pre-advise the company 's customer service advocacy staff that I intend to go to the XXXX and/or the consumer protection agency, not in a good way but in a manner to get them prepared to basically as I feel to not assist me. Her attitude and the lack of knowledge and assistance concerns me too. The only one that could offer me a form of assistance because of the problems I was having and to help me out was XXXX, who I made the payment to via credit card and still no one advised if I could or could not write checks any longer, all they stated was I had once returned earlier in in the year, which I already knew. I then did as promise and made a complaint with XXXX  whom in turn allowed not only for them to pass their response time, closed it after two months with no clear reasoning. The company, Skopos, requested my bank statement to confirm the payment wasnt received and returned from the bank, which I provided and they never replied after that and nothing was done, not even their accreditation with XXXX was revoked because of their failure to reply in the timely manner, as I was advised of directly by the XXXX XXXX representative I spoke with. So, I am left with the burden of may not being able to get my home yet because of their faulted payment system. I am filing a complaint not only with the company but XXXX for failure to comply to their own rules and not even reviewing my case fully. I have a detailed outline of this compliant below as well as the response I just received today from XXXX. 

Consumer 's Desired Resolution : I would like the negative or late payment mark removed from my credit report. As the payment, which I have proof off, was received by me to them via their online payment website and I received confirmation as if the payment was made and accepted. 

XXXX Processing XX/XX/XXXX web XXXX Case Received by XXXX XX/XX/XXXX XXXX  MORE INFO RECEIVED FROM THE CONSUMER : ***Document Attached*** This is the message I received which clearly states to me the payment was accepted. 

XX/XX/XXXX XXXX XXXX  Case Reviewed by XXXX - Member XX/XX/XXXX XXXX EMAIL Send Acknowledgement to Consumer XX/XX/XXXX XXXX EMAIL Notify Business of Dispute - Member XX/XX/XXXX WEB XXXX RECEIVE BUSINESS RESPONSE : Thank you for bringing your concerns to our attention. We appreciate the opportunity to remedy any problem that may exist and offer the following response : We have reviewed your account and find that a payment entered on XX/XX/XXXX was declined. Payment due for XX/XX/XXXX was received on XX/XX/XXXX. Based on our review of the account history, we confirm the information reported is correct. 

Should you feel this is incorrect, please forward a copy of your bank statement that shows the transaction in dispute was paid to Skopos piror to XX/XX/XXXX. 

Should you have any further questions and/or concerns, please do not hesitate to contact our office.Best Regards, Customer Advocacy XXXX XX/XX/XXXX XXXX EMAIL Forward Business response to Consumer XX/XX/XXXX WEB XXXX CUSTOMER DISSAT - MEMBER COMPANY - XXXX REVIEW : ( The consumer indicated he/she DID NOT accept the response from the business. ) This is not acceptable and not true at all as the payment was not declined from my bank and was never even received/sent to my bank to be processed, as informed and mentioned in the original response. After I contacted Skopos, they informed me that they were not even sure if my bank had received it or not, as it takes up to three business days for the bank to even receive it, and even had suggested that I wait to see if they decline it or not, so how can they now say the bank declined it. I also request that the conversation I had with the mentioned party and all parties I spoke with on that day be played back to confirm exactly what I am stating, as I am stating facts. In addition, how is it that they received it on the very same day, after stating it take at least 3 busniess days to process, so here again you can see it was a SKOPOS issue. As you can see clearly in the attachment provided, it states paid and thank you with confirmation. Again, I was advised the system always gives confirmation of payment and if I did not receive written notification, which I have not, how was I to know it was declined other than my bank, which never even received the request for the payment. I have proof from previous payments that it takes at least 3 business days as I can provide a statement that shows a previous payment that was declined by the bank. In addition, Skopos advised me that because of the previous returned payment that it was rejected by them and not the bank, so which one is correct, did my bank reject it or did Skopos reject it. Again, i will provide proof from my financial institution that the payment was never even submitted to them and confirmation when the last check that was received was declined. Again, I am wanting the negative mark removed ASAP. 

XX/XX/XXXX XXXX MORE INFO RECEIVED FROM THE CONSUMER : ***Document Attached*** In addition to the information provided earlier, I contacted Skopos again to try to resolve this matter, since they are giving wrong information, and spoke with XXXX in the customer advocacy department. She says something different about the situation. She says that the payment was declined because the information regarding my bank account information was wrong. I.e. account number and/or routing number. So, this is the third reason they are coming up with and still refusing to just simply remove the negative remark. She also stated that per the crediting laws that it can not be removed, which apparently and obviously is not correct, if so there would not be a way to dispute things on your credit report. In addition, as I stated earlier, the information was not even submitted to my bank and I have obtained a copy of the bank statement from my financial institution and confirmed that a payment from them was not even submitted on theXX/XX/XXXX nor theXX/XX/XXXX and they submitted my credit card payment on theXX/XX/XXXX and that was not even cleared until XX/XX/XXXX, thus confirming my information that there is no way that my financial institute could have received and declined a check transaction in one day, more so the same day. I am strongly suggesting that all conversations held with them on the XX/XX/XXXX and even today be submitted as proof as to they are not clear what happened, nor why the system they have customers use to make payments gives false information. And, it takes 3 days for a check transaction to clear, so why are they saying my bank returned the check for NSF, then say they declined it when they clearly told me to wait to see if the bank clears it while all along according to what was said to me today, it was no way it was even going ot could be submitted ... .where would they send it. Furthermore, I know I put in the correct information, and without proper information it most likely will be rejected from the system, or shall I say should, as it should know how many numbers are required, etc. If your system didn't even accept the payment, how would it have even been submitted to the bank or even more given me a confirmation of thanks for your payment and a confirmation number. The stories seem to not add up and to make them not look even more incompetent, I request that this one mark be removed, as it was told to me they could do a courtesy reversal, and there is no law stopping them from doing so, as XXXX said to me today. Please see my bank statement attached below and you can see the returned check in XXXX, when it went to the bank, and when it was approved by the bank, which is also confirmation of the process per what I stated, as well as the payment made on the XX/XX/XXXX when it was submitted and when it was cleared. The last payment that was received before XX/XX/XXXX was a returned checked and you can see when it was received and how long it too as proof of how long check payments take to clear and even how long the credit card payment took to be received and paid by my bank. Also, proof no other payment since the one paid prior to the XX/XX/XXXX payment was submitted ( XX/XX/XXXX-XX/XX/XXXX ). In addition, it shows where the NSF fees from the returned check was returned to me because the only reason the check was returned was because my wallet had been stolen and there were fraudulent charges on my account and when the Skopos payment came through the money had not yet been released back into my account to cover my bills, which also I had informed Skopos of this unfortunate incident that occurred to me. How can a customer service rep, a manager and customer advocacy all have different stories, yet work for the same company? 

XX/XX/XXXX XXXX EMAIL Customer Dissat Notice to Company XX/XX/XXXX XXXX XXXX No Response from Business re : Consumer Rebuttal I received an email on XX/XX/XXXX stating they still had not received a response from the company and I called and was told this again on XX/XX/XXXX. Complaints XXXX Reply| Mon XX/XX/XXXX, XXXX XXXX You Inbox Flag for follow up. 
At this time, we are waiting on the company to respond. The company has be notified you are dissatisfied the company 's response. 


XXXX XXXX, Dispute Resolution Analyst XXXX Serving XXXX XXXX  Texas XXXX XXXX XXXX, XXXX  XXXX XXXX, TX XXXX Today this is what I received, after I sent all the information proving the payment was received and it was them who rejected it and proof that it was not an NSF from my financial institution and feel like I provided information that is very private and persona and who knows who even read it or if, after they requested it was it review .... same thing for the XXXX did they review it or just brush it under the rug and say oh well. They said the business decided, but I was not advised nor received their decision, but received this today. 

From : Better Business Bureau XXXX Date : XX/XX/XXXX at XXXX XXXX  EST To : XXXX XXXX XXXX XXXX Subject : XXXX  Complaint Case # XXXX ( Ref # XXXX ) Reply-To : Better Business Bureau XXXX Re : Case # XXXX : Skopos Financial , LLC. 

Dear XXXX. XXXX, Thank you for following up with XXXX  regarding your position in the above-mentioned dispute. 

We understand you are NOT satisfied with the business 's response, and have noted your dissatisfaction in our files. While we regret we were unable to reach your desired resolution, the business has provided XXXX with its position. This matter is now closed in XXXX files, and will appear in the company 's XXXX   Business Review as : " Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied. '' Please note, the text of your response may be publicly posted on XXXX 's website. XXXX reserves the right to not post in accordance with XXXX  policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 

We appreciate the opportunity to be of service, and sincerely hope you will contact us for pre-purchase information. 

Sincerely, XXXX  Dispute Resolution Department PLEASE HELP

Company response to consumer: Closed with explanation