Credit card, re-finance scam

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Complaint

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Elaine Arozarena
Country: United States
They kept me on the phone saying they are from the Government representing some of President Obama's initiatives.
They were very vage.
Please stop them.

Comments

123
  • 0
    Thanks for your detailed response..
    | 5 replies
    It sounds like you did, in fact, find problems consistent with the consumer complaints.

    Consumer sites can't reliably determine percentages of happy vs. unhappy customers, since complaints are self reported.

    What they can show, however, is anecdotal evidence of any deceptive or fraudulent practices, which if a run of consistent and overlapping complaints shows up, overcomes uncertainty related to the self-reporting.  From a process control viewpoint, such self-reported evidence refutes the hypotheses that the operation is under control and compliant with its internal and legal policies.

    As such, trying to address your internal problems by specifically addressing individual posted consumer complaints is an ineffective way to produce a controlled and compliant operation, just as judging your degree of happy customers from chargeback statistics is equally ineffective, particularly if the consumer disputes are first run back through the same system responsible for the original "errors".

    Using consumer complaints to get to root cause of a systemic compliance problem is another matter.

    Your internal controls and auditing capability must be sufficient on their own to be able to statistically monitor your compliance, since when they are only used AFTER a consumer complaint, you allow your controls to be gamed.  When you internally audit your systems, although your should look at complaints and trace them to root cause, you should also sample calls sufficient to ensure that potential deceptive calls aren't being hidden.  When tracing a consumer complaint, if the complete recording is not retrievable, even if that appears to be "accidental", that counts as evidenced of a compliance failure, since is also consistent with evidence of a possible internal coverup.  It says you are blinded to your "mistakes", possibly intentionally.

    In theory, your own internal statistical ability to monitor compliance should exceed the ability of consumer sites to catch complaints, since your access to information across many interactions should be more complete.  This is largely because of the under-reporting that results from self-reports, so whenever you see consumer complaints on sites, with a pattern, and the same problem hasn't already been caught by your internal controls, it shows that your internal controls are inadequate, whether intentional or not.

    Time will tell if your internal controls are adequate.
    • 0
      WM&T Enterprises replies to Thanks for your detailed response..
      | 4 replies
      I appreciate your civil response and advice. I do listen to sample calls personally and I do try to weed out problems before they start however, Im not god nor superman, I am human and we make mistakes.
       I am the type though that learns from mine and corrects them as well as trying to see to it ANY clients that are unhappy for whatever reason, parts ways with us with a good taste left. Even if that means they got our product for free.
        I have read your whole statement and will be doing some more thinking tonight as I am always open to education and changes for the better.
      • 0
        Telemarketing presents problems.. replies to WM&T Enterprises
        | 2 replies
        In other cases of monitoring of telemarketers, the weakness of listening to calls has been that they generally know when you are doing it, either at some management level, or right down to the callers, but you don't know they know.  If the recordings can be gamed, they can use one script while you are monitoring, and a different one when you're gone, to make their numbers.

        It's the same principle magicians use, in various forms of a "force".  If you don't know the rules (how the system works and how it might be gamed) you can be misdirected in various ways, and be none the wiser.  You end up listening to what they want, which proves nothing, but convinces you that they must be following the scripts.  The problem is, your "sampling" is being controlled.

        Again, you can find ex-telemarketers telling how easily this is done, presenting one face to their bank comarketing clients, consistent with the contracts, while using a different script to make the "sale" and get their commissions.

        The problem with most statistical sampling is how to ensure it is actually representative.  That only becomes worse when you have an active adversary motivated to deceive.
      • 0
        want to part ways replies to WM&T Enterprises
        Marc
        How do I get in touch with you I want to part ways.Your phone is full!
  • 0
    F.  Seward
    Mr. Somners. This seems the best way  to reach you as I have been calling your office for 2 weeks and you are never in???? You know who I am. If I do not receive a satisfactory response from you by 09/25/12 , I will see you in court.
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