BBB Business Review

BBB Accredited Business since 05/20/2013

Nationwide Biweekly Administration, Inc. (Headquarters)

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Phone: (800) 564-5693Fax: (937) 352-1371View Additional Phone Numbers855 Lower Bellbrook Rd, XeniaOH 45385View Additional Web Addresses

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BBB Accreditation

A BBB Accredited Business since 05/20/2013

BBB has determined that Nationwide Biweekly Administration, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised Nationwide Biweekly Administration, Inc.'s rating include:

  • Length of time business has been operating.
  • Response to 126 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.

Customer Complaints SummaryRead complaint details

126 complaints closed with BBB in last 3 years | 27 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues49
Billing / Collection Issues30
Guarantee / Warranty Issues1
Problems with Product / Service47
Delivery Issues0
Total Closed Complaints 126

Additional Complaint Information

If you are a customer of Nationwide Bi-weekly Administration (NBA) and have any concern about your service, please contact the Customer Relations Unit directly at (800) 564-5693.

Customer Reviews Summary Read customer reviews

11 Customer Reviews Customer Reviews on Nationwide Biweekly Administration, Inc.

Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 4
Negative Experience 5
Total Customer Reviews 11 Customer Reviews

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (126)BBB Closure Definitions
03/30/2015Problems with Product / Service | Read Complaint Details
X

Complaint
Fraudulent claims- DOES NOT ensure that your extra payment goes to principal!!!! After paying an enrollment fee and 3.50 per transaction fee, payment
I paid the enrollment fee and 3.50 per transaction fee only to find out my extra payment isn't even being applied correctly. After examining my mortgage statement, I found the extra payment was being divided between principal, mortgage, and interest. It was not in fact all going to principal. I found the mistake. I called and that was an hour long ordeal with nothing accomplished. No follow-up. Except a letter that stated I could request an audit but I may be charged by my bank.... Really!!!! This is something I am paying YOU to do- to minimize interest as you claim. This is not my job to catch your errors. And what about that interest savings I missed out on by not having u payment applied to principal?

Desired Settlement
A full disclosure of wherey payments have gone, interest loss due to misappropriation of funds, and repayment of losses. Also 3.50 per transaction when it didn't even get applied correctly?

Business Response
Thank you for forwarding this consumer's concerns to us for a response. Customer satisfaction and compliance with consumer laws are of utmost importance to Nationwide Biweekly Administration, Inc. (NBA). NBA apologizes for any confusion that Ms. ******* ***** experienced with the Interest Minimizer Program. NBA has been in contact with Ms. ***** and is pleased to inform you that we have amicably resolved this matter. Ms. *****'s enrollment will remain active and NBA will continue providing Ms. ***** with our valuable service. Ms. ***** has confirmed that she is satisfied with the resolution provided by NBA.

On March 25, 2015, a Customer Relations Supervisor contacted Ms. ***** to assist with getting the funds that were previously misapplied by her lender reversed and properly applied to mortgage. Ms. ***** confirmed that this had been corrected and was also able to confirm that the error was a direct result of a system issue with her lender. NBA is communicating with Ms. *****'s lender to ensure this issue has been corrected to prevent any future issues for Ms. ***** as well any other customer who has the same lender.

In an effort to satisfactorily resolve this matter and to show Ms. ***** that NBA values her as a customer, NBA has agreed to expedite her audit request. One of the many benefits NBA's customers receive is a free annual loan audit, which is instrumental in confirming the additional principal is being applied properly. NBA's loan audit shield is invaluable to our customers. Of the customers' loans that NBA has audited, over 1 out of 3 customer loans have contained errors caused by the lender. These errors can be quite costly for the customer. NBA is the only biweekly program that is 100% guaranteed due to the loan audit shield. Without the audits there is no guarantee. The lenders and competitor programs are not guaranteed and customers are 35% more likely to not receive 100% of their savings.

NBA has agreed to continue working with Ms. ***** to ensure that she achieves the maximum amount of interest savings possible. This is keeping with NBA's goal to help every customer "Minimize Debit. Maximize Life."

NBA apologizes for any inconvenience this situation may have caused Ms. *****. I have provided Ms. ***** my direct contact information and she may contact me any time in the future for assistance. NBA has agreed to monitor Ms. *****'s enrollment in an attempt to prevent any inconvenience in the future.

Thank you again for bringing this issue to our attention. We stand ready to fully cooperate with your office and with Ms. ***** to resolve any other concerns.


Respectfully submitted,
***** *****
Customer Relations Supervisor
Nationwide Biweekly Administration Inc.
XXX-XXX-XXXX Ext. ****
******@nbabiweekly.com

03/09/2015Advertising / Sales Issues | Read Complaint Details
X

Complaint
Company is unethical, obnoxious, and borderline dishonest.
This company is a predatory company who does not have permission to contact me and continues to do so after requests to cease. They use math games to show customers that they can do things which customers can do on their own. They are a swindling company with no product nor service and are purposefully deceitful and abusive to customers.

Desired Settlement
I want them to never contact me again, to stop sending spam email to homeowners, to not advertise as they are being asked to cease contacting potential customers, and to desist from engaging in shady and unethical behavior.

Business Response
Thank you for forwarding Mr. ***** ********' concerns to us for a response. Customer satisfaction and compliance with consumer laws are of utmost importance to Nationwide Biweekly Administration, Inc. (NBA). NBA apologizes for any distress that our letter has caused Mr. ********, and has placed him on our Do Not Mail list. Please note that this request can take approximately seven business days to process.

In response to Mr. ********' concerns, NBA completed a thorough investigation of our customer information databases. Using the information provided to the BBB, NBA searched the names and addresses of letters mailed to potential customers. NBA's records indicate that we have only sent three letters to Mr. ********' residence. NBA does not initially solicit consumers via email. NBA may contact consumers via email if we have had previously spoken with them. In these situations the consumer's email address was provided directly by the consumer. The information stored in these systems holds records going back as far as 2011. These records indicate that NBA has not received any communication from Mr. ******** requesting to be removed from our mailing list. These records also do not have an email address on file which is also indicative that Mr. ******** has not spoken with any NBA associate. NBA will be more than happy to look into this matter further and requests that Mr. ******** contact me directly to conduct further research.

Please note that several other companies send similar advertisements, and it is possible that Mr. ******** may receive one of these letters in the future. Also, if Mr. ******** changes his address or purchases another property there is a possibility that letters may be sent out again. NBA's system only recognizes the address to block and does not automatically assume that two entries of the same name are in fact the same person. In the event there are any address changes or additional properties, NBA requests that Mr. ******** contact our Customer Care Department at XXX-XXX-XXXX in order to prevent any future communications.

NBA would like to offer further clarification on the statements made by Mr. ********. NBA requests that Mr. ******** review the information provided below which will show that our services are beneficial to our customers.

NBA offers an optional program, the Interest Minimizer program, which fits with a consumer's loan and helps many consumers save interest. With the Interest Minimizer program, NBA processes biweekly debits from a checking or savings account, then makes a monthly mortgage loan payment when due. Because there are 52 weeks in a year, that adds up to 26 bi-weekly debits which equals 13 full payments over the course of a year. The extra funds are directed to the principal of the loan, thus, eliminating interest charges and creating savings for the consumer. This automated process provides our customers with the discipline and consistency needed to eliminate years off the mortgage, increase interest savings, and dramatically build equity.

NBA's program is extremely valuable to its customers. To illustrate just how much of a benefit NBA customers receive, since 2002 NBA has saved our customers over a billion dollars in interest charges, generated over a billion dollars in accelerated equity, and eliminated millions of monthly payments off their loans. NBA helps all types of people to be disciplined, helps them not to be late on their payments, and of course, helps them never to be in default on their mortgage payments to the lender (a benefit that many lenders appreciate about our service).

To verify how beneficial the program is, NBA commissioned the professional CPA firm Flagel, Huber, Flagel & Company to audit our internal procedures. The results of this audit state that NBA provides accurate savings estimates, that funds are protected by FDIC insured banks, funds are remitted to customers' lenders on time, and that the Interest Minimizer program operates as indicated in the enrollment contract. NBA is proud of our record of high standards for performance, compliance, and accuracy in transmitting our clients' funds on their behalf to their lending institutions. This extra measure of security means that customers can rest assured that NBA will deliver substantial interest savings and cut years off their loans as promised by using our Interest Minimizer program.

NBA apologizes for any misunderstanding that may have occurred and any inconvenience this situation may have caused Mr. ********. Thank you again for bringing this issue to our attention. We stand ready to fully cooperate with your office and with Mr. ******** to resolve any other concerns.


Respectfully submitted,
***** ** *****
Customer Relations Supervisor
Nationwide Biweekly Administration, Inc.
XXX-XXX-XXXX Ext. ****
******@nbabiweekly.com

03/02/2015Problems with Product / Service | Read Complaint Details
X

Complaint
NBA failed to meet with me 4 agreed meeting times over the phone to finish up my application.
NBA did not call me back last year twice and again last Friday January 30th and today February 3rd.

Desired Settlement
Their commitment to assist me in getting my mortgage term reduced.

Business Response
Thank you for forwarding this consumer's concerns to us for a response. Customer satisfaction and compliance with consumer laws are of utmost importance to Nationwide Biweekly Administration, Inc. (NBA). NBA apologizes for any confusion that Dr. ****** ********** experienced with attempting to set up the Term Reducer program. NBA has attempted to contact Dr. ********** and was not successful.

NBA has researched Dr. **********'s concerns in great detail and apologizes for the inconvenience she has experienced. NBA values Dr. **********'s business and regrets this situation has occurred. NBA prides itself on its constant vigilance in regards to ensuring that all representatives maintain the integrity for which we are known. NBA would like to assure Dr. **********, as well as the BBB, that the actions of this associate have not been taken lightly and the associate will be reprimanded.

NBA would like to inform Dr. ********** that the Term Reducer Supervisor has been notified of the situation and is ready to assist Dr. ********** with establishing an enrollment in our Term Reducer program. Dr. ********** may contact me directly and I will ensure she is connected with the supervisor. This situation does not affect Dr. **********'s lifetime membership in the Interest Minimizer program, and she should contact me directly with any questions or concerns regarding her enrollment in the biweekly program.

NBA apologizes for any inconvenience this situation may have caused Dr. **********. Thank you again for bringing this issue to our attention. We stand ready to fully cooperate with your office and with Dr. ********** to resolve any other concerns.


Respectfully submitted,
***** ** *****
Customer Relations Supervisor
Nationwide Biweekly Administration Inc.
XXX-XXX-XXXX Ext. ****
******@nbabiweekly.com

03/02/2015Advertising / Sales Issues | Read Complaint Details
X

Complaint
NBA implied by their advertising that they would be making by-monthly payments to my bank to save on interest. They are not doing so.
Shortly after refinancing my home with my local bank I received a solicitation from Nationwide Biweekly Administration, Inc. to have them make bi-weekly payments to my bank in order to pay off my loan sooner and save a large sum of money on my mortgage interest by doing so. It sounded good to me and since it came so soon after I refinanced that I mistakenly thought NBA was associated with my bank and because my bank was mentioned by name in the solicitation. On 11/17/2014 I signed a contract with NBA to make bi-weekly payments to by bank, or so I thought. I made my December mortgage payment of $2143.50 at the same NBA deducted 2 equal amounts of $1075.25 totaling $2150.50 They began making a single $2143.50 to my bank in January 2015. Not the bi-weekly payments they advertised. When I called NBA about this they stated that the bank would not allow them to make bi-weekly payments. I became irate and stated that I wanted out of the contract. I was transferred to another number where I was put on terminal hold. Now that they know I'm an angry customer they will not take my calls or respond to my emails. My bi-weekly enrollment number with NBA is XXXXXXXX. This seems like some sort of a scam and I don't really understand how they are manipulating the money yet. I am a former state senator from Missouri and I think NBA deserves to be investigated by the government.

Desired Settlement
I want them to refund the money they have taken from my checking account that did not go to my bank to pay down my loan. I want my account closed closed without penalties or fees charged to me for doing so.

Business Response
Thank you for forwarding this consumer's concerns to us for a response. Customer satisfaction and compliance with consumer laws are of utmost importance to Nationwide Biweekly Administration, Inc. (NBA). NBA apologizes for any confusion that Mr. ******* ***** experienced with its Interest Minimizer program. A Quality Management Specialist has been in contact with Mr. ***** and we are pleased to inform you that we have amicably resolved this matter. As part of this resolution, NBA deactivated Mr. *****'s enrollment on February 06, 2015, and assured Mr. ***** that all funds held in trust would be refunded. Mr. ***** has been informed that he should allow 7-10 business days for a refund to be issued to his designated account. Mr. ***** has indicated that he was satisfied with this resolution.

NBA would like to offer further clarification on the statements made by Mr. *****. NBA respectfully requests that Mr. ***** review the information provided below and hopes that NBA might be able to outline what transpired between Mr. ***** and our organization.

NBA makes every effort to fully disclose that we are an independent company operating separately from any lender prior to any consumers contacting our offices. The facts provided below show that NBA makes several statements declaring our independence and at no time insinuated any type of affiliation with any lending institution.

First, NBA's letters do not use the font size, font style, logo, or any other distinctive features associated with ******** ***** Mr. *****'s lender.

Second, NBA stated that it is not affiliated with ******** **** on the outside of the envelope in which the letter was enclosed. The disclaimer is placed next to the address window through which the name of the lender shows. It reads "Loan Payment Administration is not affiliated with the lender."

Third, NBA disclaims any affiliation with ******** **** on the letter itself. The letter provides, in the same font and size as the rest of the letter: "Loan Payment Administration is not affiliated, connected, or associated with, sponsored or approved by the lender listed above. Information concerning your loan was obtained from public record. Reference to the lender's name is made strictly for loan identification purposes only." Emphasis in original.

Finally, the body of the letter points out that NBA customers receive 100% of the savings due to NBA not being affiliated with the lender. The body of the letter also clearly states that NBA works for the customer and not the lender. NBA makes these important disclosures to ensure that the consumer understands that NBA is not affiliated with a lender; in this case, specifically Rockwood Bank.

This same letter also makes consumers aware of NBA's intent to remit payments on a monthly basis. The letter informs consumers "This automated process results in 26 biweekly debits annually, which equals 13 monthly payments. As required by lender debits remitted to lender once monthly."

In order to ensure that its procedures and script were followed, NBA reviewed the recording of Mr. *****'s enrollment call, which occurred on November 17, 2014. Upon reviewing the call, NBA was able to determine that the associate handling the call disclosed NBA's intent of remitting Mr. *****'s mortgage payment to his lender on a monthly basis. NBA is required by Mr. *****'s mortgage lender, Rockwood Bank, to remit payments monthly. NBA would like Mr. ***** to know that the figures provided during this recorded call were accurate and the calculations were performed with the knowledge that NBA remits monthly payments, taking that fact into account. The quoted savings are assured by NBA's 100% money back savings guarantee.

There are also several other instances of NBA specifying that we remit payments monthly. The fact that NBA remits payments on a monthly basis was stated in Section 8 of the enrollment contract that Mr. ***** signed. Finally, NBA repeats these same explanations in a straightforward video that is attached to emails that are sent to customers from NBA. This video also appears on the FAQ page of our website. This documentation clearly shows that NBA makes every effort to ensure customers are fully aware of our intent of remitting monthly payments for all mortgage loans, as required by mortgage lenders.

In sum, the recorded call and the written facts show that Mr. ***** was fully informed of the exact services that were to be rendered by NBA prior to and at the time of enrollment.

NBA would also like to address Mr. *****'s claim that NBA is "some sort of scam," and provides the following information to show that our services are in fact beneficial to our customers.

NBA offers an optional program, the Interest Minimizer program, which fits with a consumer's loan and helps many consumers save interest. With the Interest Minimizer program, NBA processes biweekly debits from a checking or savings account, then makes a monthly mortgage loan payment when due. Because there are 52 weeks in a year, that adds up to 26 biweekly debits, which equals 13 full payments over the course of a year. The extra funds are directed to the principal of the loan, thus, eliminating interest charges and creating savings for the consumer. This automated process provides our customers with the discipline and consistency needed to eliminate years off the mortgage, increase interest savings, and dramatically build equity.

NBA's program is extremely valuable to its customers. To illustrate just how much of a benefit NBA customers receive, since 2002 NBA has saved our customers over a billion dollars in interest charges, generated over a billion dollars in accelerated equity, and eliminated millions of monthly payments off their loans. NBA helps all types of people to be disciplined, helps them not to be late on their payments, and of course, helps them never to be in default on their mortgage payments to the lender (a benefit that many lenders appreciate about our service).

To confirm that the program delivers on its promises, NBA commissioned the professional CPA firm Flagel, Huber, Flagel & Company to audit our internal procedures. The results of this audit state that NBA provides accurate savings estimates, that funds are protected by FDIC insured banks, funds are remitted to customers' lenders on time, and that the Interest Minimizer program operates as indicated in the enrollment contract. NBA is proud of our record of high standards for performance, compliance, and accuracy in transmitting our clients' funds on their behalf to their lending institutions. This extra measure of security means that customers can rest assured that NBA will deliver substantial interest savings and cut years off their loans as promised by using our Interest Minimizer program.

NBA apologizes for any misunderstanding that may have occurred and any inconvenience this situation may have caused Mr. *****. We appreciate the opportunity Mr. ***** gave us to address his concerns with him directly, and are pleased that a mutually agreeable resolution was found. Thank you again for bringing this issue to our attention. We stand ready to fully cooperate with your office and with Mr. ***** to resolve any other concerns.


Respectfully submitted,
***** ** *****
Customer Relations Supervisor
Nationwide Biweekly Administration, Inc.
XXX-XXX-XXXX Ext. ****
******@nbabiweekly.com

02/23/2015Advertising / Sales Issues | Read Complaint Details
X

Complaint
This company sends me unwanted solicitation mail, and provides no way to stop the solicitations. they arrive weekly. I want to be permanently removed
This company sends me unwanted solicitation mail, and provides no way to stop the solicitations. they arrive weekly. I want to be permanently removed from their list but have no way to resolve.

This company is often listed as a scam company online and i want nothing to do with their products or services, regardless of the validity of other's complaints. They represent themselves in a way that resembles my lender and then say they are another company in fine-print.

PLEASE get them to stop contacting/mailing me offers.

Desired Settlement
Permanent removal from their contact/solicitation list, and permanently stop sending mail/offers/all solicitations.

Business Response
Thank you for forwarding Mr. ****** *****'s concerns to us for a response. Customer satisfaction and compliance with consumer laws are of utmost importance to Nationwide Biweekly Administration, Inc. (NBA). NBA apologizes for the distress that our letter has caused Mr. *****, and has placed him on our Do Not Mail list. Please note that this request can take approximately seven business days to process.

In response to Mr. *****'s concerns, NBA completed a thorough investigation of our customer information databases. Using the information provided to the BBB, NBA searched the names and addresses of letters mailed to potential customers. NBA's records indicate that we have only sent three letters to Mr. *****'s residence. These letters were dated December 03, 2014, December 16, 2014, and January 07, 2015.

NBA has records of every phone call placed to our offices and can confirm that the only attempt made by Mr. ***** to contact us was on Saturday, January 24, 2015 at approximately 10:44 AM. NBA's offices are closed on weekends and the automated recording requested that Mr. ***** call back during business hours. NBA has not received any other correspondence from Mr. *****.

Please note that several other companies send similar advertisements, and it is possible that Mr. ***** may receive one of these letters in the future. Also, if Mr. ***** changes his address or purchases another property there is a possibility that letters may be sent out again. NBA's system only recognizes the address to block and does not automatically assume that two entries of the same name are in fact the same person. In the event there are any address changes or additional properties, NBA respectfully requests that Mr. ***** contact our Customer Care Department at XXX-XXX-XXXX in order to prevent any future communications.

NBA would like to offer further clarification on the statements made by Mr. *****. NBA respectfully requests that Mr. ***** review the information provided below which will show NBA does not represent itself "in a way that resembles" Mr. *****'s lender, and has taken multiple steps to disclose this fact.

First, NBA's letters do not use the font size, font style, logo, or any other distinctive features associated with Quicken Loans.

Second, NBA explicitly stated that it is not affiliated with Quicken Loans on the outside of the envelope in which the letter was enclosed. The disclaimer is placed next to the address window through which the name of the lender shows. It reads "Loan Payment Administration is not affiliated with the lender".

Third, NBA disclaims any affiliation with Quicken Loans on the letter itself. The letter provides, in the same font and size as the rest of the letter: "Loan Payment Administration is not affiliated, connected, or associated with, sponsored or approved by the lender listed above. Information concerning your loan was obtained from public record. Reference to the lender's name is made strictly for loan identification purposes only." Emphasis in original.

Finally, the body of the letter points out that NBA customer's received 100% of the savings, due to NBA not being affiliated with the lender.

NBA makes these important disclosures to ensure that the consumer understands that NBA is not affiliated with Quicken Loans.

NBA would also like to address Mr. *****'s claim that NBA is listed as a "scam," and provides the following information to show that our services are beneficial to our customers.

NBA offers an optional program, the Interest Minimizer program, which fits with a consumer's loan and helps many consumers save interest. With the Interest Minimizer program, NBA processes biweekly debits from a checking or savings account, then makes a monthly mortgage loan payment when due. Because there are 52 weeks in a year, that adds up to 26 bi-weekly debits which equals 13 full payments over the course of a year. The extra funds are directed to the principal of the loan, thus, eliminating interest charges and creating savings for the consumer. This automated process provides our customers with the discipline and consistency needed to eliminate years off the mortgage, increase interest savings, and dramatically build equity.

NBA's program is valuable to its customers. To illustrate just how much of a benefit NBA customers receive, since 2002 NBA has saved our customers over a billion dollars in interest charges, generated over a billion dollars in accelerated equity, and eliminated millions of monthly payments off their loans. NBA helps all types of people to be disciplined, helps them not to be late on their payments, and of course, helps them never to be in default on their mortgage payments to the lender (a benefit that many lenders appreciate about our service).

To confirm that the program delivers on its promises, NBA commissioned the professional CPA firm Flagel, Huber, Flagel & Company to audit our internal procedures. The results of this audit state that NBA provides accurate savings estimates, that funds are protected by FDIC insured banks, funds are remitted to customers' lenders on time, and that the Interest Minimizer program operates as indicated in the enrollment contract. NBA is proud of our record of high standards for performance, compliance, and accuracy in transmitting our clients' funds on their behalf to their lending institutions. This extra measure of security means that customers can rest assured that NBA will deliver substantial interest savings and cut years off their loans as promised by using our Interest Minimizer program.

NBA apologizes for any misunderstanding that may have occurred and any inconvenience this situation may have caused Mr. *****. Thank you again for bringing this issue to our attention. We stand ready to fully cooperate with your office and with Mr. ***** to resolve any other concerns.


Respectfully submitted,
***** ** *****
Customer Relations Supervisor
Nationwide Biweekly Administration, Inc.
XXX-XXX-XXXX Ext. ****
******@nbabiweekly.com

Page 1 of 24
03/19/2015Problems with Product / Service | Read Complaint Details
X

Complaint
Nationwide Biweekly charges a non-refundable setup fee that is hidden in the contract
I, like many other people who have lodged complaints against the company, signed up for the Nationwide Biweekly Administration ("NBA") program based upon false information, namely, that interest is reduced by the bank before a full monthly payment is made. Consequently, I cancelled my NBA service and only then discovered that the company had withheld as a non-refundable setup fee, unbeknownst to me, an entire biweekly payment, which was, in my case, $557.79 dollars. This fee is charged in such a way as to make it imperceptible to the customer, which is why it corresponds exactly to one bi-weekly payment. Obviously it does not cost more to NBA to setup the payment system for a larger mortgage and, consequently, there is no apparent reason why a larger mortgage should command a higher setup fee. In the contract I signed, Section 4 mentions the setup fee, but does not specify what the actual dollar amount is. Rather, it refers to a "deferred setup fee equivalent to one bi-weekly debit." This is a somewhat cryptic cross-reference to an unknown other section of the contract, especially in light of the fact that the fee was disclosed as being $3.50 per debit. I noticed that this was a point of contention in some complaints as many other customers seemed to not know the amount of the fee. I also noticed that, in some instances, NBA responded to BBB complaints by referencing phone conversations with customers. My agreement Section 5 states that the contract is the "Entire Agreement" and, therefore, any sort of phone conversation with NBA cannot be used to interpret the contract or explain why it should have been clear. I think it is disingenuous for them to only use phone conversations against unsuspecting people, as though they were incorporated into the contract. In the end, I feel cheated, because the contract was unclear, relied on an ambiguous cross-reference to set the amount for an exorbitant fee, and was designed to trick me and others.

Desired Settlement
I am seeking a full refund of the setup fee, which was purportedly in the amount of $557.79, but I will accept a refund of 80% of that amount, or $446.23, which will provide for incidentals.

Business Response
Thank you for forwarding this consumer's concerns to us for a response. Customer satisfaction and compliance with consumer laws are of utmost importance to Nationwide Biweekly
Administration, Inc. (NBA. NBA apologizes for any confusion that Mr. **** ****** experienced with its Interest Minimizer program. Upon reviewing the facts of Mr. ******'s enrollment, NBA has determined that Mr. ****** has benefited from the two years he participated in the program and therefore the setup fee will remain non­refundable. Mr. ****** will maintain his lifetime membership in the Interest Minimizer program, with the option to reactivate in the future for any loan.

NBA would like to offer clarification on statements made by Mr. ****** in his complaint. NBA respectfully requests that Mr. ****** review the information provided below and hopes that NBA might be able to outline what transpired during the course of his enrollment in the Interest
Minimizer program.

NBA would like to first reference the fact that NBA's enrollment contracts are in no way intended to "trick" customers. NBA would like assure Mr. ****** and the BBB that our contracts have undergone multiple legal reviews to ensure that all terms are clearly outlined and understandable by consumers. Furthermore, NBA commissioned the professional CPA firm Flagel, Huber, Flagel & Company to audit our internal procedures. This audit found that NBA operates exactly as indicated within the enrollment contract.

NBA would like to specify that Section 4 of our enrollment contract states "I acknowledge that I
agree to a non­refundable deferred setup fee equivalent to one bi­weekly debit and that I currently owe that amount to NBA and I authorize NBA to collect such amount by deducting it from the amount it collects from my Designated Account." Directly above this verbiage, in Section 3, the exact dollar amount of Mr. ******'s biweekly debit appears in a large rectangular box labeled "Bi­weekly Debit Amount.

The enrollment contract also clearly outlines NBA's intent of remitting payment on a monthly
basis. Section 9 of the enrollment contract states, "FROM THE FUNDS THAT NBA COLLECTS FROM THE DESIGNATED ACCOUNT, NBA SHALL REMIT A PAYMENT ON THE LOAN ONCE MONTHLY. NBA shall continue to make such Loan payments throughout the term of this Agreement until the Loan is paid in full. HOWEVER, IN NO EVENT SHALL NBA BE OBLIGATED TO MAKE ANY PAYMENT ON THE LOAN AT ANY TIME IN WHICH THE AMOUNT OF "COLLECTED FUNDS" WHICH IT HOLDS FROM FUNDS COLLECTED FROM THE DESIGNATED ACCOUNT, IS LESS THAN THE TOTAL MONTHLY LOAN PAYMENT ON THE LOAN."

NBA strongly disagrees that referencing our recorded calls is "disingenuous." NBA prides itself on its constant vigilance with regard to ensuring that all representatives maintain the integrity for which we are known. For this reason, NBA records all calls to our offices to monitor
compliance with our high standards of quality service. NBA requires that all customers be made
fully aware of all fees associated with the Interest Minimizer program (i) prior to establishing an enrollment, (ii) prior to receiving the enrollment contract, and (iii) prior to signing the enrollment contract. The call recording also corroborates the verbiage that appears within the enrollment contract.

Furthermore, it is our belief that to conduct ourselves in the way described by Mr. ******,
relying on the contract to inform the customer, would result in our customers being less informed
and having less of an understanding of our program. The initial telephone call to our office is each customer's first opportunity to get a thorough explanation of the program and to ask for
clarification if there is misunderstanding it is essential to provide this information in NBA's first conversation with the customer. After the customer is fully informed and satisfied, and has
decided to move forward with the program, the agreement is put into writing: a contract. To
present a contract and explain it afterwards would be disingenuous.

Contrary to Mr. ******'s assertion that NBA's setup fee "is charged in such a way as to make it
imperceptible to the customer", the setup fee is disclosed both in the customer's contract and
during the enrollment phone call before the contract is signed. NBA defers the setup fee until
the first biweekly debit to allow customers to enroll without the inconvenience of having to pay
an upfront fee when the typical customer has just recently closed on their mortgage loan and may
not have extra funds available. The customer is able to enjoy the benefits of the program before
the setup fee is collected. Our customers are informed at least twice about the setup fee and have found that when the setup fee is simply another biweekly debit, taken on the same schedule and in the same amount as their typical debits, the stress of finding the funds to pay for this valuable program is eliminated.

Per NBA's standard operating procedure we have reviewed the recording of every called placed
to our office by Mr. ******. Upon reviewing the enrollment call, which occurred on December
11, 2012, NBA was able to determine that Mr. ****** was informed of the fact that there is
deferred set up fee for the program, the amount of this fee, and how NBA intended to collect the
fee.

By reviewing the recording of the enrollment call NBA was also able to determine that the associate handling the call disclosed NBA's intent of remitting Mr. ******'s mortgage payment to his lender on a monthly basis. NBA is required by Mr. ******'s mortgage lender to remit payments monthly. NBA would like Mr. ****** to know that the figures provided during this recorded call were accurate and the calculations were performed with the knowledge that NBA remits monthly payments, taking that fact into account. The quoted savings are assured by NBA's 100% money back savings guarantee.

NBA offers an optional program, the Interest Minimizer program, which fits with a consumer's
loan and helps many consumers save interest. With the Interest Minimizer program, NBA processes biweekly debits from a checking or savings account, then makes a monthly mortgage loan payment when due. Because there are 52 weeks in a year, that adds up to 26 biweekly debits, which equals 13 full payments over the course of a year. The extra funds are directed to the principal of the loan, thus, eliminating interest charges and creating savings for the consumer.

NBA's program is managed identically to all other programs being processed in the country currently, including independent programs as well as programs directly through lenders. All programs apply payments to the loans on a monthly basis because this is one of the terms of the original mortgage contract, which an add­on productsuch as a biweekly or weekly program cannot violate.

There are also several other instances of NBA specifying that we remit payments monthly. The
fact that NBA remits payments on a monthly basis was stated in the initial letter that prompted
Mr. ****** to contact our offices. This letter explicitly stated, "This automated process results
in 26 bi­weekly debits annually, which equals 13 monthly payments. Debits remitted to lender once monthly." Finally, NBA repeats these same explanations in a straightforward video that is
attached to emails that are sent to customers from NBA. This video also appears on the FAQ page of our website. This documentation clearly shows that NBA makes every effort to ensure customers are fully aware of our intent of remitting monthly payments for all mortgage loans, as required by mortgage lenders.

In sum, the recorded call and the written facts show that NBA made every reasonable effort to
inform Mr. ****** of the exact terms and conditions associated with the Interest Minimizer
program at the time of enrollment and prior to him signing the enrollment contract.

NBA would also like to remind Mr. ****** that he was provided with a seven business day cancellation period. Within this time, Mr. ****** could have reviewed the enrollment contract
and elected to cancel his enrollment without any obligation. This did not occur.

NBA was not aware of Mr. ******'s concerns prior to receiving this complaint. Mr. ****** contacted NBA on December 29, 2014 to deactivate his enrollment in order to participate in a free program offered by his lender. During this recorded call, Mr. ****** and the Customer
Relations associate briefly discussed the fact that the deferred setup fee had been previously
collected and therefore he would maintain a lifetime membership in the Interest Minimizer
program. At no time did Mr. ****** indicate he disputed this fee. Had NBA been aware of this,
we would have immediately researched his concerns.

NBA offers the following information to demonstrate that Mr. ******'s enrollment in the
Interest Minimizer program was beneficial. After only two years in the Interest Minimizer program Mr. ******'s additional Equity Buildup Benefit is $1,662 and his Interest Savings Benefit is $2,474 over the term of the loan. Mr. ****** has achieved a Total Financial Benefit of $4,137 less $736 in fees, this customer benefited $3,401 with NBA's program. Had Mr. ****** continued with the Interest Minimizer program his Interest Savings Benefit would have been $13,888 and he would have eliminated approximately five years off the term of his loan.

NBA's program is valuable to its customers. To illustrate just how much of a benefit NBA customers receive, since 2002 NBA has saved our customers over a billion dollars in interest
charges, generated over a billion dollars in accelerated equity, and eliminated millions of
monthly payments off their loans.

NBA apologizes for any misunderstanding that may have occurred and any inconvenience this
situation may have caused Mr. ******. We stand ready to fully cooperate with your office and
with Mr. ****** to resolve any other concerns.

Respectfully submitted,
***** ** *****
Customer Relations Supervisor
Nationwide Biweekly Administration, Inc.
800­564­5693 Ext. ****
******@nbabiweekly.com

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I disagree fully with the business's response.

First of all, I take issue with the business's statement as follows:

"NBA prides itself on its constant vigilance with regard to ensuring that all representatives maintain the integrity for which we are known. For this reason, NBA records all calls to our offices to monitor
compliance with our high standards of quality service. NBA requires that all customers be made
fully aware of all fees associated with the Interest Minimizer program (i) prior to establishing an enrollment, (ii) prior to receiving the enrollment contract, and (iii) prior to signing the enrollment contract. The call recording also corroborates the verbiage that appears within the enrollment contract."

As is clear from the company's own statement, it discusses the contract over the phone before the customer has a chance to read it. Consequently, the customer has to discuss a document he has never seen. Naturally, for most people, hearing a sales representative rattle off terms and boilerplate language is not the same as having the document to read. Section 5. of my contract makes it clear that it is the "Entire Agreement," however, which means that none of the recorded call is actually part of the contract. So, consequently, the company uses the recording as evidence that (i) a customer understood a contract which (ii) the customer never read, while maintaining that (iii) the customer must have consented to the terms because (iv) the customer had a sales person rattle of the terms of the yet-unseen contract over the phone. Either the contract is the entire agreement or it isn't and if it is, then lack of clarity in the contract is not remedied by the fact that a salesperson rattled off terms on the phone before the customer saw the contract. But, if the recording is a part of the contract, then why was I not given a copy? How does a customer get a copy of the contract so that the customer can be sure of what its terms are if part of its terms are included in some phone conversation that the customer has no access to? Like I said, the recording is only used against the customer, the customer is never given a copy, and it is not possible for the customer to dispute the contents of the recording. I stand by my original statement that use of the recording is disingenuous.

Now, regarding the supposed clarity of the contract. Like I said before, Section 4, regarding the setup fee, relies on a cross-reference to provide the amount, when it could easily have simply stated the amount of the fee. So when it states "I acknowledge that I
agree to a non­refundable deferred setup fee equivalent to one bi­weekly debit and that I currently owe that amount to NBA and I authorize NBA to collect such amount by deducting it from the amount it collects from my Designated Account." it is not clear what the amount of that fee is. It certainly does not lead one to believe that NBA will retain the entirety of half of a mortgage payment. My contract stated "A $3.50 fee is included in each debit," which would make me think that the bi-weekly debit is referring to a $3.50 fee, not an entire payment of $557.79. If NBA intended it to be a defined term, then it should have referred to it with the same language every time, not at some times "Recurring Debit Amount" and other times "Bi-weekly debit amount" and others "bi-weekly debit." In my contract it says that it is a "deferred setup fee," which, in any case, indicates to me that it was not going to be charged. I remember discussing setting up the payment with a sales rep who recommended that I start half a month before payment was due so I could start my savings, or something to that effect. How could I start saving money if they were actually going to keep my first payment as a fee? It is only now apparently that they mean the setup fee was deferred for a few days until they collect the first payment - that is hardly a deferral.

Now, the fact that they also referenced my December 29, 2014 call as evidence that I agreed with the fee is absurd. I asked the NBA representative to send me a copy of the contract. The fact that I did not start arguing with the sales rep on the phone right then and there did not mean I agreed with the fee. I, like most people, hate trying to "have it out" over the phone with a sales rep who, in the end, is not going to be able to help me anyway. Once again, and without fail, the company uses recorded calls against the customer as evidence of something. It is always self-serving.

The seven day cancellation period is also irrelevant. Seven days is not enough for the customer to determine whether the program actually works according to the customer's expectations. After seven days, it is possible that no payment has even been made.

I still disagree with the company's response, find its using of the recordings disingenuous, and find its contract unclear. I still insist on reimbursement of the setup fee.

Final Business Response
Thank you for forwarding this consumer's concerns to us for a response. As previously stated, compliance with consumer laws is of utmost importance to Nationwide Biweekly Administration, Inc. (NBA). NBA regrets the fact that Mr. ****** was not satisfied with our previous response; however upon reviewing the facts, NBA maintains our previous decision and the setup fee will remain non-refundable.

This decision is based on the following:

1. Mr. ****** was fully informed of the setup fee for the program. NBA fully disclosed this fee to Mr. ****** orally and in writing. NBA fully disclosed the fact that this fee was equivalent to a biweekly debit orally and in writing. NBA also informed Mr. ****** orally and in writing exactly how NBA intended to collect these funds.

2. Mr. ****** has benefited from his enrollment in the Interest Minimizer program. After only two years in the Interest Minimizer program, Mr. ******'s additional equity buildup benefit is $1,662 and his interest savings benefit is $2,474 over the term of the loan. Mr. ****** has achieved a total financial benefit of $4,137; this amount, less $736 in fees, results in this customer having benefited $3,401 with NBA's program.

3. NBA did not cause or create any errors with Mr. ******'s enrollment. Mr. ******'s decision to deactivate his enrollment is based on his desire to utilize a competitor's program.

NBA apologizes for any misunderstanding Mr. ****** may have had regarding the deferred setup fee of the program, however NBA records clearly show that our offices took every reasonable effort to ensure that Mr. ****** was fully informed of the terms of his enrollment in the program. Any misunderstanding Mr. ****** had regarding the deferred setup fee for the Interest Minimizer program is based on his own understanding of how NBA operates and not on what NBA informed him would happen.

NBA regrets that Mr. ****** is dissatisfied with our conclusion, however considering the facts above, NBA must stand by our decision. We now consider this matter closed.

Respectfully submitted,
***** ** *****
Customer Relations Supervisor
Nationwide Biweekly Administration, Inc.
XXX-XXX-XXXX Ext. ****
******@nbabiweekly.com

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
While I continue to disagree with NBA's allegation that the nature and amount of the fee is clear in the contract, it is apparent that resolution of this matter in this forum is not viable.

02/18/2015Billing / Collection Issues | Read Complaint Details
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Complaint
Mislead service and lack or efficiency and coordination. Provider cannot fulfill client needs and lender expectations.
I called to cancel service after enrolled October 7,2014. After made on time and clearly our first 2 biweekly payments ( one on December 04 and the second on December 11th)my wife and I found out that the company never made the payment to our lender before the due date established for them(before the 1st of each month).After we called we found out that the payment(even when was collected last December 11th)was processed and sent today, December 31st, 2014 and the payment was sent via mail so, there's no possible way that our lender can receive the payment on time, with the consequent late fee penalty on our behalf. So, when we called to clarify the issue my was told that there's no way to check online if the payment was made on time because the inefficiency of the company website and WE should call our lender and check on THEIR payment. We also were told the only way to cancel de service was to pay $580 or stay mandatory with he program for an entire year. I was never told about outrageous fee. This company mailed countless misleading offers regarding the bi weekly program. Service offered looked great on paper but no where did it mention a bi-weekly fee none the less a "set up" fee. I remember the representative also mentioned that we could cancel anytime without any fees. I became very upset, as such fee was never mentioned. I became more upset when the rep. stated I had signed a contract electronically via email. I quickly searched my email as I made sure to keep all emails from them. I found the misleading email which read : "PLEASE COMPLETE ESIGN PROCESS" on the subject line and only mentioned the signing of enrollment forms. Again, no where stating I was signing a contract. At this point I felt trapped, misled, distressed, and nervous about this company having our financial information.At this point I do not trust this company and want absolutely nothing to do with them. I decided to take matters in to my own hands and file a complaint. I do not understand why I have to pay for a service that cannot meet my lender due dates and loan regulation and I have to make late penalty fee payment then. So, which is the point of the service then? Not to mention to pay an outrageous set up fee that I would never agree to in the first place. I come to find another letter from them today (dated December. 22 2014) offering this program. Just goes to show they are relentless even after consumers fall for their misleading offers.

Desired Settlement
We(my wife and I as consumers)want the fastest disenrollment and cancellation of the service and the waive of any possible disenrollment fee. We also expect no penalty fee whatsoever on the next payment scheduled(January 2nd)because we are not going to do it due to the already explained inconsistencies with the service.

Business Response
Thank you for forwarding this consumer's concerns to us for a response. Customer satisfaction and compliance with consumer laws are of utmost importance to Nationwide Biweekly Administration, Inc. (NBA). NBA apologizes for any confusion that Mr. **** ************** experienced with its Interest Minimizer program. NBA has attempted to contact Mr. ************** and was not successful. As an act of good faith, NBA waived Mr. **************'s deferred setup fee.

NBA would like to offer further clarification on misstatements made by Mr. **************. NBA respectfully requests that Mr. ************** review the information provided below and hopes that NBA might be able to outline what transpired during the course of his enrollment in the Interest Minimizer program.

In order to ensure that its procedures and script were followed, NBA reviewed the recording of every called placed to our office by either Mr. ************** or his spouse, Ms. ***** *******
Upon reviewing the enrollment call, which occurred on October 07, 2014, NBA was able to determine that Ms. ****** was informed of the fact that there were two fees associated with the Interest Minimizer program. Ms. ****** was clearly informed of the debit fee, the amount of this fee, and how NBA intended to collect the fee. Ms. ****** was also informed, on two separate occasions, of the fact that there is deferred set up fee for the program, the amount of this fee, and how NBA intended to collect the fee. Every NBA Enrollment associate is required to follow a script and these fees are required to be disclosed prior to establishing an enrollment. These fees were also fully disclosed within Section 3 of the enrollment contact, which was electronically signed on October 08, 2014.

In sum, the recorded call and the written facts show that Ms. ****** was fully informed of the fees associated with the Interest Minimizer program at the time of enrollment. NBA would be more than happy to let Mr. ************** or Ms. ****** review the calling recordings. If they desire to do so they may contact me directly.

While reviewing the enrollment call, NBA was also able to determine that Ms. ****** may have experienced an issue with the remittance of her payment. By reviewing the recording of the enrollment call NBA was able to determine that Ms. ****** provided our associate with an inaccurate payment due date. Ms. ****** informed NBA's associate that her monthly payments are due on the 27th of each month. NBA has since learned that Mr. ************** and Ms. ********* payments are actually due on the 1st of every month. As indicated in Section 6 of the enrollment contract NBA's ability to successfully remit payments to a client's lender is dependent upon the accuracy of the information provided to NBA.

Upon completing the enrollment process, Ms. ****** was informed of the fact that she had seven business days to withdraw her enrollment without obligation. NBA also provided Mr. ************** and Ms. ****** with a document titled "Notice of Cancellation" with the enrollment contract. This document clearly stated that they had seven business days to withdraw her enrollment without obligation.
While reviewing calls to NBA's Customer Care Department we were also able to find that on December 31, 2014 Ms. ****** contacted NBA's Customer Care Department to obtain "information" on how she could cancel the enrollment. Ms. ****** did not actually request that the enrollment be deactivated and if she had the NBA associate would have transferred the call to NBA's Customer Relations Department for further assistance. Ms. ****** then could have cancelled the enrollment with a satisfactory resolution. NBA would like to reiterate that Ms. ****** stated the purpose of the call was to obtain information and that it wasn't her intent to cancel the enrollment at the time.

At no time did Mr. ************** or Ms. ****** notify NBA of their desire to deactivate their enrollment. In fact, the enrollment was automatically deactivated on January 06, 2015 upon receiving notification from Mr. ************** and Ms. ********* bank that a stop payment had been issued on the January 02, 2015 debit. Had NBA been provided the opportunity to address Mr. ************** and Ms. ********* concerns this matter would have been amicably resolved and no further action would have been needed.

As a customer courtesy, NBA will promptly place Mr. ************** and Ms. ****** on our Do Not Mail List. Please note that this request can take approximately seven business days to process.

NBA would like to inform your office, Mr. **************, and Ms. ****** that there are several other companies who send letters that look very similar to ours, and it is possible Mr. ************** and Ms. ****** will receive one of these letters in the future. NBA would also like to make it known that if Mr. ************** and Ms. ****** change their address or purchases another property, there is a possibility that letters may be sent out again. The reason for this is that our system only recognizes the address to not mail letters to, and does not automatically assume that two entries of the same name are in fact the same person. In the event there are any address changes or additional properties, NBA would advise Mr. ************** and Ms. ****** to contact our Customer Service Department at XXX-XXX-XXXX in order to stop any future communications.

NBA apologizes for any inconvenience this situation may have caused Mr. ************** and Ms. ******* Thank you again for bringing this issue to our attention. We stand ready to fully cooperate with your office and with Mr. ************** and Ms. ****** to resolve any other concerns.


Respectfully submitted,
***** *****
Customer Relations Supervisor
Nationwide Biweekly Administration Inc.
XXX-XXX-XXXX Ext. ****
******@nbabiweekly.com



Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all we would like to thank you for responding to our complaint. We appreciate NBA's response. It was not our intention to manage this situation in a non-amicable way.
We didn't mean to be harsh on or to show any animadversion towards any business, we just reserved and used our right as costumers to keep or not keep using a service based on satisfaction of our needs.
After reviewing your response, we noticed that certain facts do not match with the business response; therefore, we will try to clarify it in chronological order:
On October 8th, we communicated with Mr. ********** ****** in order to enroll in the NBA. Mr. ***** sent us via email, several documentation including a calendar for this year with the withdrawal days marked, previous agreement with Ms. ****** regarding the most convenient payment days. Mr. ***** was told that our current lender Green Tree, MONDATORY requested a payment all 27th of each month in order o accomplish the due date(the first (1st)of each month (all previous mortgage payments were withdrawn from our bank account on the 27th of each month which we will be happy to prove if needed). The reason of that payment day was to allow the lender company to have 3 days in order to process the payment activity. Summarizing: we HAVE to pay our mortgage on the 27th of each month and Mr. ****** professionally and kindly, sent us a convenient calendar and plan in order to accomplish that. What we NEVER received on those emails, was a clause or notification about the cancelation fee and the only reminder we received during the first week was the due date in order to COMPLETE the enrollment, not anything related with termination or cancellation penalties.
We started making mortgage payments through NBA on December 2014. We were notified by our lender that not payment had been made to our account, even though NBA had already collected the payment on two different dates: December 11th and December 18th (please note that the latest payment was made 9 days prior to the mortgage due date payment). We contacted our lender to clarify that situation and we were informed that they never received any payment from any other company and that we had to make the payment right away to avoid any kind of penalty.
We called the NBA on December 31, 2014, to check if our payment was actually sent to our lender (that was the main purpose of our call as your records must show). We were told by the NBA customer service representative we spoke with, that the payment was processed and sent via MAIL, on that same day. Obviously there is not possible way to make any payment on time(specially when was received 13 days in advance and was sent via MAIL, 4 days after the agreed due date). Moreover, no matter the due date for our payment (either the 27th or the 1st of each month), our payment should have been processed right after our money was collected from our bank account. We responsibly made all pertinent arrangements to meet the NBA's payment schedule, hence, we should have had a good service in exchange.
We did inquire as to how we should process in order to cancel our enrolment with NBA. Instead of receiving a reasonable and detailed explanation we were only told that in order to do so we had to pay a fee for a service we didn't even receive, not even for the first month.
For that reason we made the decision to cancel the direct payment and get back to our originally direct deposit with our lender so our financial responsibilities wouldn't be compromised.
We were not happy with the services provided by the NBA.
Thank you for your attention to this matter.
Respectfully,

Mr. ****** and Ms. ******

04/09/2014Advertising / Sales Issues | Read Complaint Details
X

Complaint
Deceitful letterhead - No written nor oral info on fees - No written contract - My bank account debited far more than payment made to my mortgage.
On Nov 15th 2013, I received a letter from Nationwide Biweekly Administration featuring my lender's name, ******** **** ********* ***** above my name and address on the top left corner and assumed wrongly that it was coming from my lender. This letter carried pre-established Biweekly ID #: XX-XXXXM28NH and Reference ID #: ******** on the top right corner which also misled me into the belief that it was from lender.

Native French speaker, I am not comfortable speaking in English, especially on the phone where I may not properly understand and interpret what I am being told.

Upon calling Nationwide Biweekly Administration on Nov 19th 2013, they asked me for my bank account info without talking to me about their fees. Since I still thought they were affiliated to my mortgage company, I assumed no fees were involved and cooperated with them. Nationwide Biweekly Administration never disclosed to me their fees. I have never received, nor signed any contract from them either.

Yet, I just found out that as of today, Dec 6th 2013, they have debited my bank account 3000 dollars, whereas my mortgage company has not nearly received half of this money. In fact, upon reception of my monthly bill from my lender, I noticed no mention of the 3000 dollar debit to my bank account, called my lender, and was told that they have nothing to do with the debits made to my account by the Nationwide Biweekly Administration.

I request the following from the Nationwide Biweekly Administration:

1. Immediate discontinuation of debits to my bank account made by Nationwide Biweekly Administration.

2. Immediate cancelation of all, assumed or explicit, verbal agreements between me and the Nationwide Biweekly Administration.

3. Immediate cancelation of all written agreements that the Nationwide Biweekly Administration might have in their possession unilaterally, since I have not been given any written agreement nor have I signed any.

4. Immediate cancelation and closure of my account with the Nationwide Biweekly Administration.

5. Immediate restitution of all debits made to my bank account.

6. A clear disclosure of fees of all natures that the Nationwide Biweekly Administration is applying to my account.

7. Immediate refund of all fees applied to my account, since they have been made possible based on a series of misrepresentations on their part, and based on the fact that I misinterpreted their written and vocal communications.

Desired Settlement
I request the following from the Nationwide Biweekly Administration:

1. Immediate discontinuation of debits to my bank account made by Nationwide Biweekly Administration.

2. Immediate cancelation of all, assumed or explicit, verbal agreements between me, ****** *******, and the Nationwide Biweekly Administration.

3. Immediate cancelation of all written agreements that the Nationwide Biweekly Administration might have in their possession unilaterally, since I have not been given any written agreement nor have I signed any.

4. Immediate cancelation and closure of my account with the Nationwide Biweekly Administration.

5. Immediate restitution of all debits made to my bank account.

6. A clear disclosure of fees of all natures that the Nationwide Biweekly Administration has been applying to my account.

7. Immediate refund of all fees applied to my account, since they have been made possible based on a series of misrepresentations on their part, and based on the fact that I misinterpreted their written and vocal communications.

Business Response
Thank you for forwarding this consumer's concerns to us for a response. Customer satisfaction and compliance with consumer laws are of utmost importance to Nationwide Biweekly Administration, Inc. (NBA). NBA apologizes for any inconvenience that Ms. ****** ******* experienced with its Interest Minimizer Program. Ms. *******'s enrollment was deactivated on December 11, 2013. NBA has been in contact with Mr. ******* and has agreed to waive our deferred setup fee. NBA is also providing a copy of the trust history which will provide a detailed accounting of each debit as well as of payments remitted by our organization on Ms. *******'s behalf. This document shows that NBA has not held any funds in trust.

NBA would like to offer further clarification on the statements made by Ms. *******. NBA respectfully requests that Ms. ******* review the information provided below and hopes that NBA might be able to further clarify what transpired between Ms. ******* and our organization.

In order to ensure that its procedures and script were followed, NBA reviewed the recording of Ms. ******* enrollment call that occurred on November 18, 2013. Upon reviewing this call, we can confirm that at no time did the Enrollment Specialist imply or suggest that NBA had any type of affiliation with Ms. *******'s mortgage company. Please also note that the initial letter that prompted Ms. ******* to contact our organization stated explicitly that it is not affiliated with Ms. *******'s lender on both the outside of the envelope and in the letter itself. NBA's letters do not use the font size, font style, logo, or any other distinctive features associated with Ms. *******'s mortgage lender, and the information positioned in the traditional letterhead placement is NBA's own.

By reviewing the aforementioned call, NBA is also able to confirm that the Enrollment Specialist handling the call fully disclosed to Ms. ******* the fact that there was a setup fee for the program, that this fee would be deferred, and that it would be collected from the first extra debit which would occur approximately six months after the enrollment began. This information was also contained within the enrollment contact that Ms. *******'s electronically signed on November 18, 2013.

NBA offers an optional program that does help many consumers. To illustrate just how much of a benefit NBA customers could receive, in 2012 NBA saved our customers a combined $113,994,000 in interest charges, generated $110,142,000 in additional equity, and eliminated 705,410 monthly payments off their loans.

Our recent survey of participants who had cancelled, thinking they could stick to a biweekly, extra payment plan on their own, illustrates the point. We called and asked them after one year off the Program whether they had been able to make their extra payments as they had said they would. Sad to say, 81% had done nothing to make extra payments. After three years off the Program, 99% had done nothing to make extra payments. Only 1% were actually able to follow through. The opposite is true with NBA customers in the Program. There is 100% follow through on making extra payments.

NBA helps all types of people to be disciplined, helps them not to be late on their payments, and of course, helps them never to be in default on their mortgage payments to the lender (a benefit that many lenders appreciate about our service).

NBA has also conducted a survey of our active customers.

The first of these questions was "Do you consider NBA to be an advocate for consumers?" Of the 1,371 customers surveyed, 98.6% consider NBA to be a consumer advocate. An overwhelming 99.4% of these customers said that they would recommend the program to others and 97% felt that NBA has their best interests in mind.

Most telling though, is that nearly 50% of the customers surveyed stated that they have had their own negative experience with their own lender, but with NBA's skilled help and assistance the issue became rectified. A truly valuable service, should the need ever arise for any reason, is NBA's highly trained staff that is willing and ready to go above and beyond to assist our customers. NBA's motto is "We work for you, the consumer, not your lender."

Enrollment in the Interest Minimizer Program is extremely beneficial. NBA commissioned the professional CPA firm Flagel, Huber, Flagel & Company to audit our internal procedures. The results of this audit state that NBA provides accurate savings estimates, that funds are protected by FDIC insured banks, funds are remitted to customers' lenders on time, and that the Interest Minimizer Program operates as indicated in the enrollment contract. NBA is proud of our record of high standards for performance, compliance, and accuracy in transmitting our clients' funds on their behalf to their lending institutions.

This extra measure of security means that customers can rest assured that NBA will deliver substantial interest savings and cut years off their loans as promised by using our Interest Minimizer Program.

These facts clearly show that Ms. *******'s claim that "misled" her is unfounded. NBA's mission has always been to safely and effectively provide a proven method that provides great ease and convenience in eliminating interest charges and consumer debt.

NBA apologizes for any misunderstanding that may have occurred and any inconvenience this situation may have caused Ms. *******. Thank you again for bringing this issue to our attention. We stand ready to fully cooperate with your office and with Ms. ******* to resolve any other concerns.


Respectfully submitted,
***** M. *****
Customer Relations Specialist
Nationwide Biweekly Administration, Inc.
XXX-XXX-XXXX Ext. ****
******@nbabiweekly.com

Consumer Response
Why did you close my complaint please?

My complaint has remained unanswered by the National Biweekly.
They have called me once, but did not follow up on anything.

Can I open another complaint at this point?

Thanks,
****** ******


Consumer Response
The National Biweekly Company as we talk is trying to prove to my bank that their debits to my bank account had been legitimate in order to obtain from my bank to pay them the 3000 dollars that we have disputed.

Yet, the National Biweekly has only paid my mortgage company 1992.46 dollars. This means that, in the event they would succeed in their dispute with Chase, then they will be one more time holding more than 1000 dollars of my money without passing it over to my mortgage company.

There is a reason of course why the National Biweekly is being fined by the Federal Government for unlawful collection of fees.

We maintain our claim to have answered the BBB email without delay and regret that you are keeping these communications outside the BBB regular procedures where they belong.

****** ******


Business Response
Thank you for forwarding this consumer's concerns to us for a response. As previously stated, compliance with consumer laws is of utmost importance to Nationwide Biweekly Administration, Inc. (NBA). NBA has provided further clarification related to this matter below.

On December 20, 2013, NBA sent Ms. ******* an invoice requesting repayment of the sum of $1,992.18. NBA has only requested that Ms. ******* reimburse our offices for the mortgage payment that was remitted on her behalf on December 01, 2013. NBA has validated this debt and provided Ms. ******* with documentation supporting this claim.

NBA also put in writing, as requested, that as long as the full payment of $1,992.18 was received in a timely fashion, our offices would not take any action for any fees or pursue the matter any further. This is supported by our previous response to the BBB, in which we agreed to waive the deferred setup fee.

NBA would like the record to show that we are in no way attempting to collect any fees from Ms. *******. We have only requested reimbursement for funds that are rightfully due to NBA. Our organization has not incurred any fines as a result of our collection efforts and maintains strict compliance with all state and federal laws with regards to our collection activity.

To protect Ms. *******'s privacy, we did not previously discuss this outstanding balance and respectfully request that any information regarding this matter remain private.

Once our offices have received the payment in full from Ms. ******* we will consider this matter closed.


Respectfully submitted,
***** ** *****
Customer Relations Supervisor
Nationwide Biweekly Administration, Inc.
XXX-XXX-XXXX Ext. ****
******@nbabiweekly.com


Consumer Response
This NBA's response does not mention all the points that need to be addressed.

In fact, it is true that NBA has paid 1992.18 to our mortgage company.

BUT THEY HAD DEBITTED MY ACCOUNT FOR $3000.00 !

Since then, our bank has temporarily reversed NBA's debits because we have complained NBA had used unclear procedures in order to debit my account without properly informed authorization given to them. Chase has therefore temporarily unauthorized the debit that NBA had done to my bank account.

As we talk, NBA is engaged in trying to get this amount of $3000.00 back from Chase. Yet, they have only paid to my mortgage company only $1992.18 of the $3000.00 that they are claiming Chase to pay pack to them.

This means they are claiming to collect from Chase $1007.82 that they have never paid to my mortgage company as of yet.

At this point, it seems inacceptable to us that NBA claim reimbursement of one same amount of 1992.18 simultaneously both from me and from my bank! What is worse, NBA is currently claiming from Chase even the pay back of $1007.82 that they have never paid to my mortgage company!

NBA would therefore need to clarify, explicitly and namely, their current actions and intentions regarding all amounts involved in my complaint, regarding all legal actions they are engaged in, and regarding all future actions they could engage in against my interests in the future.

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


Business Response
Thank you for forwarding this consumer's concerns to us for a response. As previously stated, compliance with consumer laws is of utmost importance to Nationwide Biweekly Administration, Inc. (NBA).

NBA would like to reiterate that we are in no way attempting to collect any funds from Ms. *******'s banking institution, Chase.

NBA debited $2,000.00 on November 22, 2013, $500.00 on November 29, 2013, and $500.00 on December 06, 2013 from Ms. *******'s Chase checking account. From these funds, NBA issued a payment on Ms. *******'s behalf in the amount of $1,992.18 to her lender, ******** **** ********* ("lender").

After this payment was received by ******** **** ********* and was posted to Ms. *******'s mortgage account, Ms. ******* revoked all the debits through Chase and received three credits on or around December 11, 2013, totaling $3,000.00 - the amount that NBA originally debited on the aforementioned dates.

Because of this sequence of events, NBA paid $1,992.18 to her lender for her mortgage account and then Ms. ******* revoked from NBA $3,000.00 back to her Chase account - a total of $4,992.18. The $1,992.18 was paid to her lender from the $3,000 NBA had debited from Ms. *********** Chase account. Because Ms. ******** revoked the full $3,000 back from NBA, which was the source of funds used by NBA to remit her $1,992.18 mortgage payment to her lender, Ms. ******** now owes NBA $1,992.18 for the payment NBA remitted on her behalf to her lender.

Had Ms. ******** instead only revoked $1,007.82 of the $3,000, allowing NBA to retain the difference of $1,992.18 to cover the check NBA had paid to Ms. *********** lender on her behalf, this would not be an issue. But because Ms. ******** revoked ALL $3,000, NBA does not have the funds to cover the $1,992.18 check paid to Ms. *********** lender by NBA on her behalf.

We have only requested reimbursement for funds that are rightfully due to NBA, in the amount of $1,992.18, and have only requested these funds directly from Ms. *******. As previously stated, NBA has waived all the fees that Mrs. ******* had contractually agreed to.

NBA has attempted to amicably resolve this matter directly with Ms. *******, as she has acknowledged that NBA paid $1,992.18 to her lender on her behalf and that Chase returned $3,000.00 to her. Further refusal of repayment may result in the account being placed with a collection agency. NBA would prefer to not be forced to take this step; however this debt has now been outstanding for almost 90 days.

Once our offices have received the payment in full from Ms. *******, we will consider this matter closed.

Respectfully submitted,
***** ** *****
Customer Relations Supervisor
Nationwide Biweekly Administration, Inc.
XXX-XXX-XXXX Ext. ****
******@nbabiweekly.com


Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The first paragraph of the response is true. It says:

NBA debited $2,000.00 on November 22, 2013, $500.00 on November 29, 2013, and $500.00 on December 06, 2013 from Ms. *******'s Chase checking account. From these funds, NBA issued a payment on Ms. *******'s behalf in the amount of $1,992.18 to her lender, ******** **** ********* ("lender").

This paragraph is not true. In fact, before getting in touch with our bank, we did get in touch with Nationwide Biweekly Administration, Inc.
We wanted to know why they had debited our account 3000.00 dollars, and only 1992.18 was credited to out mortgage company. That is when we realized this people had made us believe that they were our mortgage company.
At that point we asked them to close our account and return to us the remainder of our money ($1007.82).
MBA REFUSED ANY COMPROMISE, BECAUSE THEY WANTED TO COLLECT THEIR FEES. They also refused to put an end to debiting our bank account.
It is only at that point that we verified their identity on the web and found out that they have many complaints for the same practice filed against them. We therefore called our bank and asked for help. Upon investigation, Chase determined that in fact the debits to our bank account were not done legally and they could therefore revoke them.

The second paragraph is not true either. This paragraph states:

Because of this sequence of events, NBA paid $1,992.18 to her lender for her mortgage account and then Ms. ******* revoked from NBA $3,000.00 back to her Chase account - a total of $4,992.18. The $1,992.18 was paid to her lender from the $3,000 NBA had debited from Ms. *******'s Chase account. Because Ms. ******** revoked the full $3,000 back from NBA, which was the source of funds used by NBA to remit her $1,992.18 mortgage payment to her lender, Ms. ******* now owes NBA $1,992.18 for the payment NBA remitted on her behalf to her lender.

It is not true that a total of $4,992.18 has been revoked to our bank account, as said in the third line of this paragraph. MBA's statement in this paragraph contradicts their own statement in the prior paragraph! Of course we can produce the documents that show the true figures. But, even based on common sense, one cannot imagine how we could REVOKE $4,992.18 back to our account, if only $3000.00 had originally been debited to the account.

We need to receive from MBA a document that would be consistent with the true facts.

12/19/2013Advertising / Sales Issues | Read Complaint Details
X

Complaint
I got a notice in the mail with a big "2nd Attempt" title, about my mortgage.
The letter identifies MY bank, Citibank, Loan Payment Administration.


Problem and Purchase Date: 11/20/2013
"Enrollment" number: ********

Sales representative contact information:
**********
Enrollment Specialist
Nationwide Biweekly Administration, Inc.
855 Lower Bellbrook Rd
Xenia, OH 45385
800-317-1756 Dial************
937-352-1371 Fax

Payment amount/Dates:

1st: 11/22/2013 $417.8
2nd 12/06/2013 $236.90
3rd 12/20/2013 $236.90

biweekly from this date on.

Direct electronic payment from Bank of America bank account xxxxxxxx-****

I got a notice in the mail with a big "2nd Attempt" title, about my mortgage.
The letter identifies MY bank Citibank Loan Payment Administration

THIS WHOLE THING IS A SCAM!!!!!!!!!
I am a new homeowner, so I got very nervous and I called the phone number provided immediately.
I provided the identification numbers, like I do when I call my bank.
When I was walked through the process, I called my bank, because it was strange why they are asking for information they suppose to have already?

TURNED OUT, IT WASN'T MY BANK SENDING THE LETTER!

The representative kept asking me to log in in in my online banking to "verify" the information for her.
It was strange, how come she won't prompt the information, but wants to hear it from me????!!!!
I kept telling her she has the information, but she told me she just wants to verify it...

Now I know: CLASSIC SCAM!!!!!!!!!!
Reading all these complaint, really scares me: she asked for my SSN, and bank account number!!!!!!!!!

I DID NOT AUTHORIZE THIS COMPANY TO TOUCH MY MORTGAGE: I WAS MISLED INTO THINKING I AM TALKING TO MY BANK'S LOAN PROCESSING DEPARTMENT!!!!!!!!

Desired Settlement
I want to cancel this enrollment IMMEDIATELY.
Misrepresenting the service, making consumers think they are talking to the lender IS A SCAM!!!!

I DID NOT and DO NOT authorize this company to withdraw any money from my bank account, for any reason.

Since the service did not begin yet, I want it to be cancelled at no charges.

Business Response
Thank you for forwarding this consumer's concerns to us for a response. Customer satisfaction and compliance with consumer laws are of utmost importance to Nationwide Biweekly Administration, Inc. (NBA). NBA apologizes for any inconvenience that Ms.********* *****
experienced with its Interest Minimizer Program. Ms. *****'s enrollment was deactivated on November 21, 2013, per her request.

NBA would like to offer further clarification on the statements made by Ms. *****. NBA respectfully requests that Ms. ***** review the information provided below and hopes that NBA might be able to further clarify what transpired between Ms. ***** and our organization.

In order to ensure that its procedures and script were followed, NBA reviewed the recording of Ms. *****'s enrollment call that occurred on November 20, 2013. Upon reviewing this call, we can confirm that at no time did the Enrollment Specialist imply or suggest that NBA had any type of affiliation with Ms. *****'s mortgage company. NBA also found that at no time did Ms. ***** question why NBA needed for her to provide her loan information. At no time did she ask why we didn't already have this information.

NBA also requests that Ms. ***** reference the initial letter that prompted her to contact our organization. This letter stated explicitly that it is not affiliated with Ms. *****'s lender on both the outside of the envelope and in the letter itself. NBA's letters do not use the font size, font style, logo, or any other distinctive features associated with Ms. *****'s mortgage lender, and the information positioned in the traditional letterhead placement is NBA's own.

NBA offers an optional program that does help many consumers. To illustrate just how much of a benefit NBA customers could receive, in 2012 NBA saved our customers a combined $113,994,000 in interest charges, generated $110,142,000 in additional equity, and eliminated 705,410 monthly payments off their loans.

Our recent survey of participants who had cancelled, thinking they could stick to a biweekly, extra payment plan on their own, illustrates the point. We called and asked them after one year off the Program whether they had been able to make their extra payments as they had said they would. Sad to say, 81% had done nothing to make extra payments. After three years off the Program, 99% had done nothing to make extra payments. Only 1% were actually able to follow through. The opposite is true with NBA customers in the Program. There is 100% follow through on making extra payments.

NBA helps all types of people to be disciplined, helps them not to be late on their payments, and of course, helps them never to be in default on their mortgage payments to the lender (a benefit that many lenders appreciate about our service).

NBA has also conducted a survey of our active customers.

The first of these questions was "Do you consider NBA to be an advocate for consumers?" Of the 1,371 customers surveyed, 98.6% consider NBA to be a consumer advocate. An overwhelming 99.4% of these customers said that they would recommend the program to others and 97% felt that NBA has their best interests in mind.

Most telling though, is that nearly 50% of the customers surveyed stated that they have had their own negative experience with their own lender, but with NBA's skilled help and assistance the issue became rectified. A truly valuable service, should the need ever arise for any reason, is NBA's highly trained staff that is willing and ready to go above and beyond to assist our customers. NBA's motto is "We work for you, the consumer, not your lender."

Enrollment in the Interest Minimizer Program is extremely beneficial. NBA commissioned the professional CPA firm Flagel, Huber, Flagel & Company to audit our internal procedures. The results of this audit state that NBA provides accurate savings estimates, that funds are protected by FDIC insured banks, funds are remitted to customers' lenders on time, and that the Interest Minimizer Program operates as indicated in the enrollment contract. NBA is proud of our record of high standards for performance, compliance, and accuracy in transmitting our clients' funds on their behalf to their lending institutions.

This extra measure of security means that customers can rest assured that NBA will deliver substantial interest savings and cut years off their loans as promised by using our Interest Minimizer Program.

These facts clearly show that Ms. *****'s claim that NBA is a "scam" is unfounded. NBA's mission has always been to safely and effectively provide a proven method that provides great ease and convenience in eliminating interest charges and consumer debt.

NBA apologizes for any misunderstanding that may have occurred and any inconvenience this situation may have caused Ms. *****. Thank you again for bringing this issue to our attention. We stand ready to fully cooperate with your office and with Ms. ***** to resolve any other concerns.


Respectfully submitted,
**************
Customer Relations Specialist
Nationwide Biweekly Administration, Inc.
800-564-5693 Ext. ****
**********************






Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Actually, I reviewed carefully the letter before complaining.

There is NO mistake, the letter identifies MY bank Citibank Loan Payment Administration.
Your representative DID NOT clarify that I am talking to a 3rd party, who has nothing to do with my mortgage.

The representative kept asking me to log in to my online banking to "verify" the information for her.
I kept telling her she has the information, but she told me she just wants to verify it...

I don't think anyone would stay on the phone that long unless they believe they talk to their bank.
I did see many other complaints, the most alarming that you collect the money in advance, and pay the bank (mortgage owner) late.

So, the complaints stays. If you are still not happy, I will gladly review with you the transcript of the 45 minutes phone conversation (it was dreadful) .

08/13/2013Advertising / Sales Issues | Read Complaint Details
X

Complaint
We were consistently lied to by Nationwide Biweekly. They falsely represented their biweekly service to us.
We bought our house 4 years ago, we were looking to lower our interest rate and the years we pay, so we had intended on paying twice a month. Nationwide sent us information almost immediately how they could cut years from our mortgage saying Wells Fargo will accept their payment it will shorten the length of our mortgage and will go towards the principle.

Well, none of the above happened, not only did Nationwide Bi Weekly only make 1 monthly payment to Wells Fargo, but they took it out twice a month, making it appear as if they were paying Wells Fargo twice a month and charging us $7.00 per transaction. This went on for 4 years, until we tried to refinance our house and found out the truth from Wells Fargo.

So about a year ago, I called Nationwide Biweekly and after waiting for hours to speak to them, they said if I paid an extra $100.00 a month it would go 100% towards the principle on our house, and would greatly reduce the years of my mortgage from 29 to 17 years.

I received an additional statement from Wells Fargo, seems only $11.95 went to the principle the rest went to interest.

I would like to be involved in a class action lawsuit with this company, they are totally fraudulent, and they should not be BBB endorsed. BBB has always been a very credible agency, but now I wonder if that is still true.

Desired Settlement
I would like to collect the $7.00 per transaction for the last 4 years, twice a month they collected from us. In addition any money we paid them for their "services" in the beginning of the online contract 4 years ago.

I have tried repeatedly to call Nationwide Bi-weekly only to be sent from automated machine to automated machine, they must improve their customer service immediately.

Their advertising needs to be more truthful, because in actuality there is no need for them whatsoever, every bank and mortgage company has the biweekly program for free.

I would like to be compensated as well because of the fraud they perpetrated upon us. I have all the emails, from 2 of their representatives and they were both dishonest.

Thank you..

Business' Initial Response
Thank you for forwarding this consumer's concerns to us for a response. Customer satisfaction and compliance with consumer laws are of utmost importance to Nationwide Biweekly Administration, Inc. (NBA). NBA apologizes for any confusion that Ms. ********* experienced with its Interest Minimizer Program. NBA had previously deactivated Ms. ********* enrollment, when she requested on July 02, 2013. Subsequently, Ms. ********* will assume responsibility for remitting her own payments effective August 01, 2013. Although NBA's investigation did not reveal any compliance issues, as an act of good faith, NBA issued a reversal of all funds held in trust and refunded Ms. *********'s setup fee. The refund was issued to Ms. *********'s residence and she should allow 7-10 days for mailing. NBA did service this account for almost five years, however, NBA is still willing to provide this customer accommodation.

In order to ensure that its procedures and script were followed, NBA reviewed the recording of the enrollment call that occurred on August 24, 2009. This review showed that NBA informed Ms. ********* on this call that NBA would remit payments to her lender on a monthly basis. NBA's initial solicitation letter also contained this information on the front and back of this letter. NBA's enrollment contract that Ms. ********* signed states in Section 9 that NBA remits payments on a monthly basis. Lastly, NBA repeats this information in an explanatory video that NBA attached to the email it sent Ms. *********. This video also appears on the FAQ page of our website.

Because NBA remits payments monthly, it does not mean that Ms. ********* did not reap the promised benefits from the program. Most lenders will not accept biweekly payments for a mortgage. NBA created its program to allow homeowners to get the savings of making biweekly payments with a biweekly debit program. By making biweekly debits, the homeowner will generate the funds to make two extra half mortgage payments each year which are directed to the principal of the loan.

NBA administers a Standard Biweekly Program, which is in compliance with all mortgage contracts that require payments monthly, due to interest being calculated on a monthly basis. Our program is managed identically to all other programs currently being processed in the country, including independent programs as well as those administered directly through lenders who do offer the program.

However, for all other types of loans, biweekly payments are possible. NBA extends our services to all other types of loans, a practice out of the ordinary among biweekly payment administrators. For loans that have more flexible conditions than primary mortgages, such as home equity loans, credit cards, lines of credit, student loans, and auto loans, NBA is the only biweekly payment administrator operating in the U.S. at this time to remit biweekly payments when accepted by the lender. Customers on NBA's program with these types of loans, where interest is calculated on a daily basis, receive benefit from payments being applied biweekly in that their daily interest is decreased, something that would not happen with a primary mortgage since mortgage interest is calculated differently (on a monthly basis).

NBA prides itself on its constant vigilance in regards to ensuring that all representatives maintain the integrity for which we are known. NBA recently conducted a survey of our customers to ensure that our representatives were maintaining compliance with our policies and procedures. During this survey, NBA asked 408 customers "Did the NBA representative accurately explain to you how the Interest Minimizer biweekly program works?" Of the 408 customers surveyed, 404 (99%) stated "Yes," that NBA had accurately portrayed the services that were to be rendered.

During this same survey, NBA asked the same 408 customers "Is NBA providing you all that they stated you would receive from the Interest Minimizer biweekly program?" An overwhelming majority, 405 out of 408 (99.3%), felt that NBA was providing the exact benefits and services that were presented at the time of enrollment.

With regards to Ms. *********'s concerns about the $100.00 she had allocated as additional principal, NBA did in fact remit these funds directly to Wells Fargo, as requested. However NBA was able to verify that Ms. Terlinksky's mortgage payment had increased at some point. This is usually due to an increase in property taxes and/or homeowner's insurance. Each NBA customer is required, as specified in Section 10 of the signed enrollment contract, to notify NBA of any changes to the mortgage payment.

NBA does not have any record of Ms. ********* notifying our offices of a payment increase. By not notifying NBA of these changes, Ms. ********* in effect elected to cover the payment increase using the funds directed to principal, with the remainder being applied as intended. If this was the case, it is possible that Ms. Terlinksy's additional principal amount began as $100.00 per month, however the increased escrow for taxes and insurance reduced this extra amount to as little as $11.00.

NBA is more than willing to confirm this information by conducting a conference call with Ms. ********* and Wells Fargo. If Ms. ********* desires, NBA can also perform an audit of the loan to account for these funds. Every NBA customer is entitled to a free loan audit each year. This tool is extremely beneficial and helps customers account for each payment and any funds remitted as additional principal. This thorough evaluation of the loan helps detect any type of miscalculation of their funds.

It is important to note that because Ms. ********* was enrolled in NBA's Program, the pay off of her mortgage is quite a bit less today than it would have been had she not been enrolled. Overall, Ms. ********* has benefited substantially from her enrollment, even though the benefit was diminished by the increased taxes and insurance which had to be paid. To substantiate this claim, please consider that NBA has helped Ms. ********* generate approximately $4,066.12 in additional equity since her enrollment in August 2009.

The benefit that Ms. ********* received from the program is typical of an NBA customer. For example, in 2012 NBA saved its customers a combined $113,994,000 in interest charges, generated $110,142,000 in additional equity, and eliminated 705,410 monthly payments off their loans. The benefits do not stop at the interest savings and eliminating monthly payments; in fact, NBA acts as a consumer advocate and is dedicated to helping our customers, not their lenders. NBA's motto is "We work for you, the consumer, not your lender" and NBA's slogan is to "Help Millions Save Billions." NBA's mission has always been to safely and effectively provide a proven method that provides great ease and convenience in eliminating interest charges and consumer debt.

NBA apologizes for any misunderstanding that may have occurred and any inconvenience this situation may have caused Ms. *********. Thank you again for bringing this issue to our attention. We stand ready to fully cooperate with your office and with Ms. ********* to resolve any other concerns.


Respectfully submitted,
***** ** *****
Customer Relations Specialist
Nationwide Biweekly Administration Inc.
XXX-XXX-XXXX Ext. ****
******@nbabiweekly.com

Consumer's Final Response
In addition, Ms. *****, your reply to my complaints read like a Nationwide Bi-weekly commercial, your stats are simply ridiculous. Your job is not to weigh the facts as you stated in emails to me, but public relations for a corporation that is highly flawed and deceptive in their selling practices. If you refund my money, I will consider closing this case.

Thank you again.

Business' Final Response
Thank you for forwarding this consumer's concerns to us for a response. As previously stated, compliance with consumer laws is of utmost importance to Nationwide Biweekly Administration, Inc. (NBA). Our offices regret that Ms. ********* was not satisfied with our previous response.

In her rebuttal, Ms. ********* states that "my service fee, as promised was not refunded ($400.00), nor was the debit fees they removed from my account ($7.00 bi-weekly) for 4 years. I received a check for $245.00, which is not what Ms. ***** offered on the BBB website." NBA refers Ms. ********* and your office to our initial response, in which we stated that "NBA... refunded Ms. *********'s setup fee." NBA fulfilled this request and mailed a check for the amount of $245.00 directly to Ms. *********'s residence. This is the amount that Ms. ********* paid with a Visa card on August 24, 2009 when establishing her enrollment. NBA would recommend that Ms. ********* review her credit card statement for documentation of this charge. She may also reference her enrollment contract, which states she has previously paid the sum of $245.00 and agreed that this amount would be non-refundable.

Further review of this contract will show that NBA's debit fees are $3.50 per biweekly withdrawal, not $7.00 as stated by Ms. *********. Furthermore, at no time did NBA agree to reimburse any debit fees paid to NBA. These fees cover the costs associated with debiting our customers' accounts and remitting the payments to their lenders. Ms. *********'s account has been debited and her payments made, therefore these fees will not be refunded.

NBA can acknowledge that on December 20, 2011, Ms. ********* notified us of a payment increase that was effective for the August 01, 2011 mortgage payment. NBA conducted a conference call with Ms. *********'s lender to assist her in rectifying the situation. This change was not directly linked to Ms. *********'s concerns and therefore was not referenced in our prior response. NBA has been able to confirm that Ms. ********* has had other payment increases since 2011, which we were not notified of. NBA has learned that as of June 01, 2013, the mortgage payment that was due was $107.48 higher than the monthly payment amount that was previously provided. As a result the extra $50.00 that was to be directed as additional principal starting in February 2012 was reduced, and subsequently Ms. ********* did not receive the results she anticipated.

NBA is proud of the fact that we have obtained an "A+" rating with the BBB, and has worked hard to do so. NBA's dedication to providing exceptional customer service has increased our rating to an A+. NBA has worked closely with the BBB over the years to assure that we satisfactorily and fairly resolve any consumer concerns and will continue to do so.

While it is unfortunate that Ms. ********* believes NBA has been "loose with the facts." NBA has responded with precise facts and substantiated information for all transactions. NBA takes each customer's concerns very seriously and provides factual information in each of our responses. We substantiate each claim we make prior to submitting a response by reviewing recorded calls and reviewing all other forms of documentation. In fact, NBA would have allowed Ms. ********* the opportunity to review her calls and documentation, however in a written correspondence we were advised that she did not want to do this. NBA attempted on numerous occasions to verbally communicate with Ms. ********* to clear up any concerns she had, but she refused.

As an act of good faith we have now refunded a fee that was contractually agreed to be "non-refundable" for Ms. *********'s enrollment into a program was accurately explained, and NBA now considers this matter closed.


Respectfully submitted,
***** ** *****
Customer Relations Specialist
Nationwide Biweekly Administration Inc.
XXX-XXX-XXXX **** ****
******@nbabiweekly.com

Page 1 of 2

Industry Comparison| Chart

Financial Services

Additional Information

top
BBB file opened: 08/31/1998Business started: 01/01/1993Business started locally: 06/01/2002
Licensing, Bonding or Registration

This company is in an industry that may require licensing, bonding or registration in order to lawfully do business. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

BBB records show a license number of OHMT29 for this company. Money Transmitter License.

Type: unknown

Type of Entity

Corporation

Incorporated: June 2002, OH

Business Management
Customer Contact: Ms. Jenna Solis (Customer Relations)
Contact Information
Principal: Mr. Daniel S. Lipsky (President)Ms. Sherry Ann Scott (General Manager)
Number of Employees

158

Business Category

Financial Services

Products & Services

This company offers life insurance and mortgage protection services and bi-weekly payments.

Alternate Business Names
NBA, Interest Minimizer, Loan Payment Administration

Customer Review Rating plus BBB Rating Summary

Nationwide Biweekly Administration, Inc. has received 4.33 out of 5 stars based on 11 Customer Reviews and a BBB Rating of A.

BBB Customer Review Rating plus BBB Rating Overview

Map & Directions

Map & Directions

Address for Nationwide Biweekly Administration, Inc.

855 Lower Bellbrook Rd

Xenia, OH 45385

To | From

LocationsX

2 Locations

  • 855 Lower Bellbrook Rd 

    Xenia, OH 45385(800) 564-5693
    (888) 802-1296
    (866) 439-3366

  • THIS LOCATION IS NOT BBB ACCREDITED

    132 Francis Rd 

    Pittsburgh, PA 15239

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  • Billing or Collection
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  • Delivery
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We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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Additional Phone Numbers

  • (888) 802-1296
  • (866) 439-3366
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Additional Web Addresses

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BBB Complaint Process

Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

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Neutral Review 3 points per review
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BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
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What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

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BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.