Hardships
Can a customer enroll into a hardship plan within 3 business days of the due date if AP is enabled?
No, They would need to call back after the due date to proceed.
Do we process representment on PCL accounts?
Answer: Yes
What is the process to redeem Bitcoin Rewards?
Answer: We no longer offer Bitcoin rewards accounts. All bitcoin rewards were auto sold on 10/13/2023
What is the timeframe for a customer to receive their refund back?
Answer: 10 calendar days to release funds and 1-4 business days to deposit after release
Describe Semi-Monthly pay frequencies
Answer: Payments draft on two specific dates twice a month
Does the maturity date extend upon hardship enrollment on a PCL?
Answer: Maturity date is extended for PCL Sublines reaching maturity when enrolling into a hardship.
What is the timeframe for available credit to be restored?
Answer: Can take up to 10 calendar days (from date of payment) for available credit
If a customer claims their application is a result of Identity Theft, what is the name of the queue we should transfer to?
Answer: Proceed to transfer all ID Theft Claims to the Identity Theft Claims Intake Queue
What is the timeframe to cancel a PL?
Answer: 7 days if customer changes their mind
Bonus: What is the timeframe if the customer says they are unaware of the origination fee?
35 days
Can a customer call in and request credit limit increase?
Answer: No they cannot
Does the customer automatically qualify for PCL reinstatement after finishing a hardship or cancelling an enrollment?
Answer: No, regardless if customer cancels or completes hardship, there is no guarantee that they will be reinstated.
What portion of the Adverse Action Notice needs to be read verbatim?
Answer: The first paragraph, the bullet points and the companies that provided the information.
Is MFA for name change required for PL accounts?
Answer: Yes
What is the timeframe for a hold (due to car rental or hotel purchase) to be release?
Answer: 30 days
Do we accept screenshots of bills/bank statements etc?
Answer: We do not accept screenshots, only PDF documents
For PL accounts, can customer enroll into hardship within 4 months of their maturity date?
Answer: No
How is the customer notified about credit limit increase?
Answer: By email and banner on their dashboard
What are the four pieces of information required (for PL accts) in order to pass AVPP requirements?
Answer:
Upgrade Product Name
Customer first and last name
Loan Amount
Interest Rate or APR
What is the timeframe for a check sent to a direct pay account to be cashed before a stop check is automatically placed?
Answer: 15 business days from disbursement date
Does representment automatically cancel after taking a payment?
Answer: No a CCP must manually disable representment.
Hardship Questionnaire includes the following questions:
If needed could you provide evidence of your hardship? (I.E. paystubs, unemployment verification, letter from employer, bank statement etc).
If customer unable to provide evidence, can we proceed with hardship enrollment?
Answer: Yes, as long as they have made more than 2 payments.
What account information is reported to the credit bureaus for PCL accounts?
Answer: Payment History (Current/delinquent 30+ days) and Payoff balance
What are the requirements to enroll a customer into a pay frequency?
nswer:
Account must be a personal loan
The account must be current
Must be able to fit all payments before the next due date.
Bonus!: What are the three types of pay frequencies we offer?
Answer: Semi-Monthly, Bi-weekly, Weekly
For refund request, what days are not considered business days?
Answer: Saturdays and Sundays and holidays
In our contracts it states that upgrade may perform periodic credit reviews and make changes based on these reviews. What is the name of this document and what section explains this process?
Answer: Credit line agreement Section 17.