-Thank you for calling Lending USA, this is Camila from a recorded line, who do I have the pleasure to speak with?



-This call is being recorder for quality purposes



-Remember this is an attempt to collect a debt and any information obtained will be used for that purpose. (ONLY WHEN THERE ARE DPD)


-For security reasons, can you provide me with your full name, date of birth and the last 4 numbers of your Social Security Number?



-To confirm, you are authorizing Lending USA to debit a one-time ACH payment in the amount of ($$$) to be made on (the date of payment) from your account ending in (the last 4 numbers of the bank account). Do I have your permission to process this payment request?



-Remember to keep the fund in your bank account up to 5 business days in order to avoid any bounce charges for insufficient funds.


-For the purpose of clarifying, can I confirm that as a yes?



-Can I take that as a yes?





-VOICE MESSAGE: hello, my name is Camila and I'm calling you from Lending USA, this message is for (Name of the customer). I have some information for you, please call us back at soon as you can at 888 502 8082





PAYMENT REMINDER: This is a friendly reminder that your next due date is in two days on XX/XX/XXXX with a payment amount of $$$





RACH SIGN UP: I can see on the system that your account is current and today we are offering $25 Statement credit after 3 scheduled consecutive payments if you enroll your account in AutoPay, this autopay has great benefits such as time saver and also costs savings. With the Autopay you wouldn't have to call us or go through the Customer Portal every time you want to make a payment, only with keeping the fund in your bank account is enough to complete the monthly payments.



RACH SCRIPT

To confirm, you are authorizing Lending USA to debit monthly ACH payments in the amount of [payment amount], to be made from your account ending in [last 4 of account number], the first of which will be made on [payment date], is that correct? [If yes] Ok, payments will be processed in accordance with the EFT Authorization that I’m going to e-mail you. Please review and electronically sign the document once you receive it. Please note that payments will not be automatically made unless you electronically sign the EFT Authorization. Do you have any questions?



ORIGINATION FEE: OF

The origination fee is a non-refundable prepaid finance charge that covers the cost of: PROCESSING, UNDERWRITING, APPROVING AND FUNDING YOUR LOAN. It is included in the PRINCIPAL AMOUNT of your LOAN. It does not affect the original amount you were financed for. The origination fee may be up to 8% of the amount financed.



ZIP (ZERO INTEREST PROMOTION): 

Lending USA’s give you flexibility with your loan payment, allowing you to pay off your loan early WITHOUT A PREPAYMENT PENALTY. Remember you will pay interest in every payment you make during the first 6 months, but if  you PAYOFF the loan in full within the promotional period all those interest will be reversed to the Principal. You will only be responsible for the payment of the amount financed and the loan origination fee



YOU will pay interest in every payment YOU  make during the first 6 months but in any date when YOU decide to make the payoff inside the 6 months of the promotion, all those interest will be reversed to the principal. 





When a customer asks for the credit report: 

After the payment LUSA sends the report to one of these credit bureau companies: (Transunion, Expirian and Equifax) in order to verify the status accounts of the customers. When there is a payoff the status will be reflected in the credit report after 45-60 business days.





When customer doesn't understand how the system add the bank accounts

-Why are you asking me for this information? I want to pay with a debit card

Mr./Ms. currently our system only permits to add bank accounts using your account number and the routing number, this one is a nine digits number to identify each banking institution. You can found these numbers in your bank app or in a check that you have available Mr./Ms.



Could you please confirm if your debit card is attached to a Checking or Saving account? 



Account and Routing numbers are assigned to indicate exactly where funds in a transaction are coming from and going to.



NEW RACH SCRIPT

State the following disclosure to the customer “You hereby authorize LUSA to debit (Dollar Amount) from your Checking/Savings Account ending in (Last 4 of account number) with (Bank Name) on the (Withdrawal Date) of each month beginning (Beginning withdrawal date). To make any changes you must log into your customer portal at portal.servicingusa.com or contact LUSA at 888-502-8082 48 hours ahead of your draft date. If you agree with this transaction, kindly state “YES”.