ComplaintsforQRL Financial Services

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received hail damage to my home on 8/11/2023. My insurance sent me a check for just shy of $30k for repairs, and the check needed to be endorsed by my lender as well as myself. I received the check back from QRL, deposited it, and wrote a personal check for that amount to my contractor. Today I received a very disturbing letter from QRL that states, in summary: We have not received any updates from you on the home repairs. "You are contractually obligated to use the insurance proceeds to restore or repair the property." and goes on to explain ****** of contract and the subsequent legal action. When I called QRL, FIRST, it's almost impossible to get through to a real person. Representative ***** confirmed it's a known issue but they can't do anything about it. I explained to her that I am a DEVOUT ********** and would never even consider using that money for anything else, I care about the condition of my home and want it repaired, it is the biggest investment in my life. I care about my investment! I explained that I gave the money to my contractor, and they are having supply chain and staffing issues. She confirmed that the letter is worded that way specifically, "TO FRIGHTEN THE HOMEOWNER SO THEY CALL IN." THAT is harassment. She confirmed that I will need to call in at least every 30 days otherwise the letters will continue every 45 days. I told her I was going to file this complaint because that is clear and blatant harassment! She flippantly told me to go right ahead, they have the right to send that nasty letter and her supervisor states to use that statement about frightening homeowners. I already have a Cease and Desist on them for anything and everything regarding my loan and requested one for this issue also. I spoke with supervisor ***** who stated she will send the request for a Cease and Desist for this issue to the executive team with my request as they are the only ones who must approve it. I want my loan sold to another company.

  Business response

  12/22/2023

  
  The borrower contacted our **************** after receiving a letter requesting an update on her loss draft claim.  The **************** is ran by a third party company.  The *** that spoke to the borrower was a new employee.  The ***s response was extremely inappropriate and misrepresented the process.  The employee has been coached.  The **************** has increased monitoring on the employee to ensure consistency, quality, and adherence to each companies processing requirements.

  We have increased governance on the vendor to ensure that the standards that we require are being met.  Weve also requested select training material to review from the ****************.  We are also undergoing a review of our business process to determine if there are opportunities to improve the overall customer experience.
  

  We have sent a letter to the borrower regarding this issue.   We have also provided contact information so that the borrower is able to directly communicate to senior management of our company.

  We apologize for this experience.

  Customer response

  12/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  While they completely ignored the part of my request where I asked they sell my loan to another company, I do feel confident that they have taken this issue very seriously and are taking the necessary steps to fully address my complaint.  This resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

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