Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When our house closed, I received notification from Equity Plus, in reading the material it was confusing I did not realize they were not my mortgage company until I had the meeting with the customer service **** I should have then cancelled the whole deal but thought it may work out for the best. The material did not state anything about ***** ******** As of to date since July my house payments have not been made timely, their statement it is made by the ***** ******* They are considering the ***** period up to the 15th of the month. In this case if I wanted to make an additional payment on my mortgage, I would not be able to do that unless my account was in good standing. My account is not in good standing due to the late payments that Equity Plus makes. As of November 8th, my November payment still has not posted to my account, ********************** had my money on 10/11 & 10/25 timely enough for them to make my mortgage payment by November 1. Not only do they charge for this service a $499.00 fee which they took this out of my payments that I had planned for this to be applied to my mortgage principal, they also receive the interest for holding my funds and not applying them to the account like they should be applied. This service is not a good service they were to make my biweekly payments to my mortgage company and have failed to do so. I am requesting a full refund of the $499.00 fee that they have taken from me.

  Business Response

  Date: 11/14/2024

  Thank you for the opportunity to respond to ****** ******** complaint regarding the Equity Plus Biweekly Mortgage Program.  
  Mrs. ******* initially contacted Equity Plus on July 1, 2024, after receiving our offer letter to get information about the program.  We have reviewed the enrollment phone call between our Enrollment Specialist and Mrs. ********* along with all phone calls made to our **************************** since she enrolled. During the enrollment conversation she was provided very specific information about our program.  
  Mrs. ******* states in her complaint that she was confused reading our offer letter, that she did not know we were not her mortgage company.  Listed on the top of the letter it did have Nexa, but right below it says listed for loan reference only.  It also states on the offer letter that Equity Plus is not affiliated, associated with or tied into any mortgage company.  In the enrollment phone call she was also told that we are not affiliated with any mortgage company so that gives us the ability to make payments to any lender.  In fact, her loan was transferred from **** to a new mortgage company, that she provided to the enrollment representative. 
  Her complaint also states that we were to make biweekly payments to her mortgage, which is untrue.  In the enrollment conversation our representative explained that the program is designed to make one additional payment per year and that this will reduce the principal quicker.  She was also told that with Equity Plus we do not change the terms of her loan, so the payments would still be made on a monthly basis.  Most mortgage loans are not daily interest loans, the interest is accrued on a once per month basis.  So paying a partial or half payment every two weeks would not accelerate the mortgage. 
  When we were discussing the start dates with Mrs. ******** we gave her two choices to start the program. Either a draft for the full monthly payment on 7/19/2024 to pay the August payment to the lender by the 1st and then draft biweekly from there or a biweekly draft on 7/19/2024 & 8/2/2024 to pay the August payment to the lender in the ***** period around the 10th of the month. Mrs. ******* chose to start 7/19/2024 & 8/2/2024.  
  Her August 2024 payment was received by her lender on 8/9/2024.  Since then, each of her payments has been processed around the 10th of every month.  I have included a copy of her transaction history, with our company, since she started.  The November 2024 payment was posted to her account on 11/12/2024, the 10th was a Sunday and the 11th was a bank holiday.  However, it should have been sent in right at the fist of the month because we had both drafts in time, but due to a program setting it was not properly moved over.  We apologize for this and have corrected the issue going forward.  
  Finally, she was advised of the one time, non-refundable $499.00 enrollment fee associated with the program.  The enrollment fee was to be paid from any additional principal.  Mrs. ******* agreed to this fee prior to her setting up the program.  She chose to include an additional $78.42 with each draft for a total of $156.84 each month.  For August, September and October we collected $156.84 for a total of $470.52.   With the November payment we collected the remainder $28.48 and sent $128.36 to her lender as additional principal.   
  Based on my research, I do not find any misrepresentation of the Equity Plus program.  We conducted our service as outlined to Mrs. ************** With that being said, I do not find any evidence that would justify refunding the enrollment fee that Mrs. ******* has paid.  She is a lifetime member and can restart the program at any time.
   
  Sincerely,
  ******* *****
  Customer Service Manager
  
  

• Initial Complaint

  Date:10/25/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep getting mail from this company for someone that has never lived at my address. I would like the business to stop sending mail that is not addressed to me to my address.

  Business Response

  Date: 11/05/2024

  Thank you for the opportunity to respond to ******** ********* complaint regarding the Equity Plus Biweekly Mortgage Program. 
  Equity Plus obtains all names and addresses through a data company to send our mailers.  The data company is allowed a margin of error, unfortunately.    Equity Plus mailed one letter to Ms. ********* address on October 16, 2024, we do not send multiple letters.  If she has received other letters with this persons name they are coming from other companies who also obtain their information from the same data companies. 
  Equity Plus will not be mailing any other letters to her address that are addressed to another persons name. 
  Sincerely,
  ******* *****
  Customer Service Manager

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company accessed information about our home loan through public records (which is common and completely legal). The company's sales team uses predatory sales tactics. My wife originally called a month ago for information about the bi-weekly mortgage program, which you can set up directly with your mortgage company. Today, she received a phone call from another associate demanding bank and routing information. The employee stated during that info session on the first phone call; she engaged in a verbal contract (completely false). My wife, being frightened of repercussions, provided that information. The employees have represented this company as predatory to new homeowners and a scam.

  Business Response

  Date: 02/20/2023

  Thank you for the opportunity to respond to ************************* complaint regarding the Equity Plus Biweekly Mortgage Program.  I have reviewed the complaint filed by ************** and conducted a review of the matter.  The items reviewed include the notes on the account and all of the phone calls taken place with *************** and our company. 
  ************************* initially contacted Equity Plus on January 6, 2023 after receiving our offer letter.  The offer letter explains that we are offering a Biweekly Mortgage Program.  I have reviewed the enrollment call held between *************** and our Enrollment Representative that took place on January 6, 2023; which is the date *************** enrolled in the Equity Plus Program.  During the call she provided us with her loan information and it was explained to her in detail how the program works.  During the call, *************** was informed that we are not affiliated with her lender.  Finally, she was advised of the one-time, nonrefundable $399.00 enrollment fee associated with the program.  As part of the enrollment, *************** was read several disclaimers during the call in which she is clearly recorded as accepting those terms.  
  The disclaimers covered with *************** included:  1) Agreeing to enroll in the Equity Plus Program. 2) That she understood the essential terms and conditions of the Equity Plus Program as they were presented to her. 3) That she agrees to the terms and conditions of the program. 4) That she authorizes Equity Plus to make automatic debits from her checking account starting February 10, 2023. 5) That she authorizes Equity Plus to withhold additional principal payments and apply them to the $399.00 enrollment fee until paid in full.  6)  That she understands that the enrollment fee is non-refundable and that in the event that she cancels before the enrollment fee is collected in full that she authorizes Equity Plus to collect the remaining balance in full.  *************** agreed to each statement one by one by responding Yes.  Enrollment into the Equity Plus Program is completed verbally over the phone.  A verbal agreement is binding and no signature is required.  In addition to the verbal enrollment, *************** was emailed a full copy of the *** Debit agreement for her records.  The debit agreement provides details regarding the companys cancellation policy that no fees will be owed if she cancels within the first 3 business days after enrolling.
  On February 7, 2023 our processing department contacted *************** requesting her new loan number, because the number she provided at the time of enrollment was for the original processing location and her loan had transferred to a new processing location.  *************** advised she would get this information and call us back with it.  
  On February 9, 2023 *************** called into our *************************** requesting to cancel her enrollment.   Our **************** representative advised *************** that as a courtesy since we had not started drafting her account yet that we would not charge the full $399.00 enrollment fee but would only charge a portion in the amount of $99.00 for the work that we had already done to activate her account.  Each time someone enrolls in our program we have to verify all of the loan information (which is how we verified her processing location and loan number had changed) and bank information.  This is why we do still charge a portion if we have not started to draft yet. *************** agreed to this at the time she canceled to be drafted from her account on February 10, 2023.  This draft was returned for account closed and now an invoice has been sent out. 
  Based on my research, I do not find any misrepresentation of the program or any mistakes made by the staff of Equity Plus.  We conducted our service as outlined to *************** and she did agree to enroll in the program.  With that being said, I do not find any evidence that would justify waiving the $99.00 portion of the enrollment fee to which *************** agreed.    
  
  Sincerely,
  *************************
  **************** Manager
  
  

• Initial Complaint

  Date:11/17/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a letter about a biweekly program that looked like it was from my Mortgage ************* I called them thinking that I was setting up biweekly with them and now it turns out they charged me $299 and it is a separate organization and I was not informed that this was the situation and about charge.

  Business Response

  Date: 11/22/2022

  Thank you for the opportunity to respond to ***************************** complaint regarding the Equity Plus Program.  I have reviewed the complaint filed by *********** and conducted a review of the matter.  The items reviewed include the notes on the account and all of the phone calls taken place with ************ and our company.
  ************ contacted our company based on a ****eting letter that she received in the mail.  The envelope clearly identifies Equity Plus as the sender of the letter.  The name and address of our company appears in the upper left-hand corner of the envelope where one looks to identify the sender.  There are no other names or ****ings in this section of the envelope.  In addition on the ****eting letter, it states:
  Information is provided by Equity Plus.  Equity Plus is a registered service **** of Lipsky & Associates.  Lipsky &Associates is not affiliated, connected, associated with, or sponsored by the lender.  Loan information obtained through public record.  Lender name listed for loan reference identification purpose only. 
  ************** lenders name and loan amount are listed on the letter to identify the loan we are contacting her about.  The letter clearly states directly above the name that it is Listed for Loan Reference Only. 
  I have reviewed the enrollment call held between ************ and our Enrollment Representative that took place on October 20, 2022; which is the date ************ enrolled in the Equity Plus Program.  During the call she provided us with her loan information and it was explained to her in detail how the program works.  During the call, ************ was informed that we are not affiliated with her lender.  Finally, she was advised of the one-time, nonrefundable $299.00 enrollment fee associated with the program.  As part of the enrollment, ************ was read several disclaimers during the call in which she is clearly recorded as accepting those terms. 
  The disclaimers covered with ************ included:  1) Agreeing to enroll in the Equity Plus Program. 2) That she understood the essential terms and conditions of the Equity Plus Program as they were presented to her, including that Equity Plus is a third party administrator and not affiliated with her lender. 3) That she agrees to the terms and conditions of the program. 4) That she authorizes Equity Plus to make automatic debits from her checking account starting November 16th. 5) That she authorizes Equity Plus to withhold additional principal payments and apply them to the $299.00 enrollment fee until paid in full.  6)  That she understands that the enrollment fee is non-refundable and that in the event that she cancels before the enrollment fee is collected in full that she authorizes Equity Plus to collect the remaining balance in full.  ************ agreed to each statement one by one by responding Yes.  Enrollment into the Equity Plus Program is completed verbally over the phone.  A verbal agreement is binding and no signature is required.  In addition to the verbal enrollment, ************ was emailed a full copy of the *** Debit agreement for her records.  The debit clearly identifies Equity Plus as the administrator of the program.  In addition it provides details regarding the companys cancellation policy.
  We drafted ************** bank account on November 16th for the full monthly payment to pay her December payment.  On November 17th she called and requested to cancel the program.  She was advised that the $299.00 enrollment fee would be deducted from the funds we had drafted on November 16th.  She requested a supervisor review the enrollment phone call because she did not think she was told about it.  A supervisor called her back that day and confirmed she was in fact told about it and agreed to it.  She was also emailed a copy of the full enrollment call.   
  Based on my research, I do not find any misrepresentation of the program or any mistakes made by the staff of Equity Plus based on these facts.  We conducted our service as outlined to *************  With that being said, I do not find any evidence that would justify waiving the remainder of the enrollment fee to which ************ agreed. 
  Sincerely,
  Equity Plus Operations

  Customer Answer

  Date: 11/28/2022

  Complaint: 18418625
  
  I am rejecting this response because:
  

  Listening to the audio it is clear that I think I am calling my mortgage company by my questions and asking about paying a lump sum into mortgage. 

   

  In addition I had $4440 deducted from this organization on November 16. On November 17 I called them to indicate that this was a scam and I had no intention of having a third party involved. To date they have not reimbursed me for the deduction and my mortgage is due in 2 days time and I do not have the funds available since they have not refunded me the money deducted. 

   

  
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/05/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Equity Plus Program in May and They said they represent Loan Depot to collect the payment. Bi-weekly program would help us save money on interest. They said they would collect the money and send post the payments to my account. Loan depot, my mortgage company just made a monthly withdrawal from my account. I called in and spoke with the escalation team. The representative said he didnt see any extra payments made last month for this month. The only payment he saw was **** on the first another monthly payment made this month. I want the company to return my money. I have also set up the biweekly payment plan with Loandepot. This is a scam and want this to be known.

  Business Response

  Date: 07/14/2022

  Thank you for the opportunity to respond to ***** ***** complaint regarding the Equity Plus Biweekly Mortgage Program. 
  ************ initially contacted Equity Plus on May 3, 2022 after receiving our offer letter.  We have reviewed the enrollment phone call between our Enrollment Specialist and ************.   In that conversation he was provided very specific information about our program. 
  During the phone call ************ stated that he was driving,not paying attention much and had to stop to provide loan information to us.  We asked him multiple times if we could call him back once he was stationary but he declined.
  ************ states in his complaint that we told him we represent Loan Depot (his mortgage lender) to collect the payments, this is untrue.  In the phone call he was told that as we explain on our offer letter we are Equity Plus and since we are not directly affiliated or tied into any specific mortgage company or servicer we can transfer his biweekly service if his loan is sold to another lender or he refinances with another lender. 
  His complaint also states that he was told we would collect the money and post the payments to his account (biweekly), this is untrue.  In the conversation our representative explained that the full payment will continue to be sent and credited to his mortgage on a monthly basis.  He was also explained that the program is designed to make one additional payment per year and that this will reduce the principal quicker and payoff the loan faster.  Most mortgage loans are not daily interest loans, the interest is accrued on a monthly basis.  So paying a partial or half payment twice a month, would not accelerate the mortgage.
  All agreements with Equity Plus are verbal so we do have disclaimers that we read to each customer who wants to enroll in the **********************.  A verbal agreement is binding.  The customer has to answer yes to each one before they are enrolled.  Below is the disclaimers that were read to ************. 
  1) Do you ******************* agree to enroll in the Equity Plus Program today?
  2) Do you ******************* understand the essential terms and conditions of the Equity Plus Program as discussed with you, including that all funds will be sent to your lender on a monthly basis and that Equity Plus is a third-party administrator of the Biweekly Mortgage Program and not directly affiliated with your lender?
  3) And also do you agree to the terms of the Equity Plus Program?  
  4) As discussed, you will make your June payment directly to your lender and Equity Plus will begin drafting your checking account on 6/10/22 in the amount of $1260.32 on a biweekly basis for the sole purpose of administering the program. Do you ******************* authorize the biweekly debits from your checking account beginning on 6/10/22?
  5) Do you ******************* authorize Equity Plus to withhold funds from the additional principal payments until the start-up fee of $399 is paid in full?
  6) Do you ******************* understand that the fee is non-refundable and in the event that you cancel prior to the start-up fee being collected in full, you authorize Equity Plus to collect the remainder of the balance owed?
  We drafted Mr. ***** **** account on 6/10/22 & 6/24/22 and sent a check to his mortgage lender that was received on 7/1/22.  According to his mortgage lender that payment was received on 7/1/22.  ************ stated that his mortgage lender also drafted out his payment from his account.  We do not have access to their system since we are not affiliated with them.  We have no way of knowing that he set up a monthly draft.  He was sent an email on 5/3/22 with an attachment, that attachment was his automatic debit agreement.  The very first thing listed on the automatic debit agreement states to cancel any existing automatic payments on your loan(s) you have enrolled to avoid double payments being deducted from your **** account.  He was also mailed a welcome letter on 5/24/22 that states again If you currently have a scheduled automatic withdrawal with your mortgage company for your payment, you will need to contact them directly to have it discontinued once your Biweekly Mortgage Program transfers begin.
  
  Based on my research, I do not find any misrepresentation of the program or any mistakes made by the staff of Equity Plus.  We conducted our service as outlined to ***********.  Mr. ***** mortgage lender received the payment we sent on 7/1/22 so we do not have funds to return to him.  His account was also drafted the remainder of the start-up fee of $398.99 on 7/8/22.  ************ is a lifetime member with Equity Plus and can utilize the service at any time in the future.  
  
  Sincerely,
  *************************
  Customer Service Manager

  Customer Answer

  Date: 07/15/2022

  Complaint: 17513454
  
  I am rejecting this response because:

  when I called Loan Depot. The representative and the manager had told me they never received the payment and did not see anything in the system. I want to cancel this service immediately. Also, you sent the payment on the first that was a late payment. The payment had to be sent on the 30th electronically, not by check. If I didnt call in, I would have been late on our payment. 

  
  Regards,
  
  *******************

  Business Response

  Date: 07/20/2022

  Thank you for the opportunity to respond to ***** Trans complaint regarding the Equity Plus Biweekly Mortgage Program. 
  We sent the payment to Loan Depot on 6/30/22, not 7/1/22.Loan Depot received the payment on 7/1/22 which is his due date. Loan Depot requests that we send payments by check to them, not electronic.  This payment did post to his account and since they had also drafted a payment on 6/30/22 his loan is a month ahead now and due for 9/1/22. 
  ************ cancelled his Biweekly Mortgage Program on 7/5/22. 
  Sincerely,
  *************************
  Customer Service Manager

  Customer Answer

  Date: 07/21/2022

  Complaint: 17513454
  
  I am rejecting this response because: Had I listened to them and cancelled my monthly withdrawal with Loan Depot and maintained their biweekly. I would have been late. Also, since I cancelled the membership, they need to refund some money back to me. Also, they offer biweekly program similar to Loan Depot. I thought they were the same and worked together. In short, I want my money back, either in whole or partial.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:06/02/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March of 2022 we received a letter in the mail which stated our Mortgage from S&T Bank could become a Bi-Weekly payment. Thinking this was an affiliate of S&T Bank we placed a call to start the process. At no time during the call the representative mentioned that they were not affiliated with S&T Bank. When they requested to get our loan number and we did not have that available a conference call was placed to S&T Bank. The S&T Bank Rep told us that S&T Bank does NOT offer Bi-Weekly payment program and the 3rd party (Equity Plus) is a scam. Hearing this from our Bank we immediately told Equity Plus we're no longer interested and hung up the phone call. We did not authorize any transactions and knowing that Equity Plus did not have our loan number we felt that we had dodged the bullet. We however made a mistake of giving Equity Plus our WellsFargo Checking account info which they used to withdraw funds from our Checking account. Without having our authorization. Without having the loan number. Without even making a single payment funds were withdrew from our bank acct. We immediately filed a fraud complaint with our Bank and ***** Fargo, after conducting an investigation, concluded that Equity Plus in fact DID NOT have authorization to withdraw funds. Equity Plus did not provide a service. We never agreed to their service. And now they are sending us Invoices for a startup fee and return Item processing fee in the amount of $434.90.What is most compelling and ironic is that Equity Plus's so called Bi-Weekly Mortgage Program does NOT even make Bi-Weekly payments. Out of courtesy, I called Lipsky & Associates (Equity Plus) on Fri May 27th to resolve the issue and get them to cancel the **** they sent us and close out our account, but unfortunately they were unwilling to listen. The woman on the phone kept stating that they had our verbal agreement to withdraw funds from our account and enroll in this program. That is absolutely not true.

  Business Response

  Date: 06/02/2022

  Thank you for the opportunity to respond to Ms. ***** Anwers complaint regarding the Equity Plus Program.  I have reviewed the complaint filed by ************* and conducted a review of the matter.  The items reviewed include the notes on the account and all of the phone calls taken place with ************** and our company.
  ************** initially enrolled in the Equity Plus Program on March 29, 2022.  ************** contacted our company based on a marketing letter that she received in the mail.  The envelope clearly identifies Equity Plus as the sender of the letter.  The name and address of our company appears in the upper left-hand corner of the envelope where one looks to identify the sender.  There are no other names or markings in this section of the envelope.  In addition on the marketing letter, it states:
  Information is provided by Equity Plus.  Equity Plus is a registered service **** of Lipsky & Associates.  Lipsky &Associates is not affiliated, connected, associated with, or sponsored by the lender.  Loan information obtained through public record.  Lender name listed for loan reference identification purpose only. 
  Ms. Anwers lenders name and loan amount are listed on the letter to identify the loan we are contacting her about.  The letter clearly states directly above the name that it is Listed for Loan Reference Only. 
  I have reviewed the enrollment call held between ************** and our Enrollment Representative that took place on March 29th.  During the call she provided us with her loan information and it was explained to her in detail how the program works.  During the call, ************** was informed that we are not affiliated with her lender and that we would draft every other Friday and that payments are still posted on a monthly basis since participation in the Equity Plus Program does not change the terms of her loan.  And finally, she was advised of the $399.00 enrollment fee for signing up that is not due upfront but is billed into the program to be paid by her additional principal payments until paid in full.  As part of the enrollment, ************* was read several disclaimers during the call in which she is clearly recorded as accepting those terms. 
  The disclaimers covered with ************** included:  1) Agreeing to enroll in the Equity Plus Program. 2) That she understood the essential terms and conditions of the Equity Plus Program including that all funds will be sent to her lender on a monthly basis and that Equity Plus is a 3rd party administrator of the Biweekly Mortgage Program and not directly affiliated with her lender. 3) That she agrees to the terms and conditions of the program. 4) That she authorizes Equity Plus to make automatic debits from her checking account starting April 15th. 5) That she authorizes Equity Plus to withhold additional principal payments and apply them to the $399.00 enrollment fee until paid in full.  6)  That she understands that the enrollment fee is non-refundable and that in the event that she cancels before the enrollment fee is collected in full that she authorizes Equity Plus to collect the remaining balance in full.  ************** agreed to each statement one by one by responding Yes.  Enrollment into the Equity Plus Program is completed verbally over the phone.  A verbal agreement is binding and no signature is required. 
  In addition to the verbal enrollment, ************** was emailed the *** Debit agreement for her records.  The debit clearly identifies Equity Plus as the administrator of the program.  In addition it provides our cancellation policy. Which states you as a client, have a legal right to cancel this transaction, without cost, within three business days from 3/29/22 which is the date you verbally agreed to the enrollment.  After this date all enrollment and paperwork fees are non-refundable as authorized at the time of enrollment.
  During the enrollment phone call we did do a conference call with ************** and her mortgage lender S & T Bank.  The loan ID from her closing documents ************* provided us prior to the conference call was confirmed to not be her loan number with S & T Bank but they could not provide her with that information with a 3rd party on the phone.  They instructed her to call back after she was off the phone with us.  ************** advised our representative that she would call us back once she received her loan number.  So if ************** was advised by S & T Bank Equity Plus was a scam it would have been in the phone call she placed to them when we were not on the phone.  Equity Plus is not a scam and are licensed by the **************** of ******** License # ****. 
  On April 8th we mailed ************** a welcome letter reminding her that drafts are set to begin on April 15th and that we are still missing important information for her account and to call **************** as soon as possible.
  On April 12th we called ************** to request the correct loan number, we were told she did not have time for this and hung up.  An email was sent to her explaining that drafts are still scheduled to start on April 15th and that we are needing her loan number before we pay her May mortgage payment.
  On April 14th we called her and left a message again stating that drafts would begin April 15th and we needed her loan number.
  On April 21st we called and left another message again requesting her loan number before we pay her May mortgage payment.
  On April 25th we called and left another message again requesting her loan number before we pay her May mortgage payment.
  On April 26th we called and left another message again requesting her loan number before we pay her May mortgage payment.
  On April 28th we called and left another message again requesting her loan number before we pay her May mortgage payment.
  On April 29th ************** called to cancel the program because her lender S & T Bank does not accept biweekly payments. We explained to ************** again that we do not send in biweekly payments and that we are just doing her drafts biweekly.  She stated that she wanted the program stopped now and she had already contacted her bank to stop the April 29th draft. We did explain to her by canceling we would be deducting the enrollment fee from the draft completed on April 15th and would credit the remainder to her.
  On May 4th we received notification from the bank that there was indeed a stop payment on the April 29th draft.  Then on May 6th before we had credited back the April 15th draft we received a notification from our bank that she had revoked authorization on the April 15th draft so we no longer had any funds to deduct the enrollment fee from.  At that time the fees owed on her account were as follows: $399.00 enrollment fee,$17.95 Stop payment fee for the April 29th draft and $17.95 Revoke Authorization fee for the April 15th draft. So this is why an invoice for $434.90 was sent to her.
  Based on my research, I do not find any misrepresentation of the program or any mistakes made by the staff of Equity Plus based on the facts.  We conducted our service as outlined to **************.  With that being said, I do not find any evidence that would justify waiving the remainder of the enrollment fee to which ************** agreed.  ************** will continue to receive invoices for the balance due.  This is an internal attempt to collect the balance due.
  Sincerely,
  Equity Plus Operations