ComplaintsforHess Fidelity Financial

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The date of the original transaction was November 2023. Hess Fidelity Financial contacted me by phone in regards to an unclaimed refund from timeshare I owned in the past. The agent who contacted me name is ****** Harelds. She said that have some funds in amount of $7742 they will investigate that should be owed me. She also stated that $429 was required to set up an account. I sent them money and the accounts number set up was 11-07-2023HFDH. They sent me a questionnaire to fill out and I did then on January 3 2024 ****** Harelds called and said some more funds had been found and their lawyers needed an additional $429 to set up an additional account. I questioned this but was assured I would get this back plus the original $429 back. I did originally check this company out and they did appear legitimate so gave them another $429. New account set up was **************. A new questionnaire was filled out and the new amount they claimed owed me was &******. I have heard nothing from them so I called and left several messages until finally around August 26 2024 they called and said it was being sent out. On August 28 they sent me a letter stating my funds were no longer available and they were given to someone else. I have been trying to call them to discuss and get an explanation of what happened and now you get a recording to leave message but they hang up before you can. I want to know why it took so much long to reach this conclusion and why was there no communication about my claim. I believe I deserve a better explanation of what was going on, either they did a poor job of investigation or this whole thing was a scam. I feel I should be refunded the $858 (429+429) in account set fees for all this time wasted. I have tried to contact them to resolve this but they are not answering their phones.

  Business response

  09/16/2024

  Attention BBB
  
  Ms. *********** signed our agreement that says she understood what we had to offer her. There is nothing in the agreement that guarantees any amount or claims to know a definite amount that will be awarded.
  
  On August 28th we notified Ms. *********** that the original posting we found under her name had been taken down which means it was awarded to someone who provided the correct information the holder had on file. This possibility was explained in the original agreement she signed. We also provided her with  posting we had found that might belong to her or her family and we provided contact information for her to call to inquire about those findings.  We also offered to do research for her extended family and to keep her file open so we would be notified of any additional posting under her name or her families name.
  
  On August 30th we issued Ms. *********** a refund on check number #***** in the amount of $429.00 as agreed.

  We called Ms. *********** today after we received notice of this complaint.  She told us she had not received the refund and we agreed to put a tracer on the mailer from our end. 
  
  I believe we have provided information to Ms. *********** that we offered her in the agreement she signed and once she cashes her refund check, we will have completed our service. However we have offered to keep Ms. ************* account open and we will continue to monitor postings for her and her family a we offered.
  
  ****** *******

   

  Customer response

  09/24/2024

   
  Complaint: 22291765
  
  I am rejecting this response because:
  I still have not received the the refund of $429 as promised. I talked to a customer agent on September *************************************************************************************************************************** It has been 7 days and no check. I will be satisfied when I receive refund and cash the check.
  Sincerely,
  
  ***** ***********

  Business response

  09/24/2024

  We never offered to put a stop payment on the check or to issue another one when we spoke to Ms. *********** on 9-17-24.  We did tell her we would put a tracer on it which we have.  The post office said it would take up to 30 days for any results.  We never discussed a stop payment because that would require a fee and we would have to discuss who would pay that fee or if the fee would be split.
  If Ms. *********** does not want to wait for the post office then we ask that she contact us to discuss options.
  Thank you

  Customer response

  09/24/2024

   
  Complaint: 22291765
  
  I am rejecting this response because: The person I spoke to who did not give her name did indicate they would issue a stop payment and issue a new check. I do not consider this resolved until I receive this check. It is not my fault that I did not receive this check or it got lost in mail. I dont feel this complaint should be closed because the post was takes 30 days to trace. I should have never been charged this amount in the first place which was admitted to me by customer service representative.
  
  Sincerely,
  
  ***** ***********

  Customer response

  11/14/2024

   
  Complaint: 22291765
  
  I am rejecting this response because: To Hess Fidelity Financial, I received a check from your company for refund owed unfortunately the check is for $249 and not the refund of $429 that I was overcharged. This is $180 less than amount you owe to me.  There is no explanation of why amount is less than owed to me.  I am owed $429. The next major problem is my name on check. It is pay to order of ***** ********** name is misspelled my name is ***** ***********. There will be a problem at bank cashing this check. Also why is this check dated 8/30/2024?
  

  
  

  Sincerely,
  
  ***** ***********

  Business response

  11/15/2024

  It appears that was a mistake made when printing the refund check for Ms. ****************** The mistake could have been corrected much faster and easier if she had contacted us directly. The check was originally printed at the end of August and sent out the first of September. For some reason the check did not get delivered and was returned to us by the post office.  We re-sent the check to the address we have for Ms. *********** which apparently she received the second time.  A check in the amount of $180 will be sent to Ms. *********** to correct the mistake.

  Customer response

  11/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***********.  I will await the additional check and once both checks are cashed I will consider this to resolved.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  January 30th of 2024 I was contacted by ******************** stating she was from Hess Fidelity Financial, regarding a refund of money from timeshare company Blue Green, which I had held in the past. She provided me the phone numbers, address and website name for this company. I checked them out and they seemed viable. I sent them a check for $431.00 (check # ***************************************** **) as requested for a reported return of $6675.00 regarding my previous Blue Green timeshare. February 13, 2024, I also sent them a notarized letter of acknowledgement of my ID for verification "of funds belonging to me"so that they could be dispersed. February 22, 2024 I received a letter acknowledging receipt of the information which they had requested, signed by a ***************************. May 23, 2024 I received a letter and questionnaire which I completed and returned on 5/29/2024. Since that time I have not been able to contact ******************** nor anyone else at the numbers provided. I have received no communication written, emailed or by phone. At this point, I just want a return of my $431.00 for them not providing the service I paid them for.The numbers associated with my case are as follows:Release number01-30-2024HFDH reference # ***HFJ2400313 ID # ************** I have copies of all correspondence, unfortunately I am unable to scan them into my computer due to a systems problem. I would be happy to mail them to you or scan them to you from an outside computer if you give an address to scan them to.

  Business response

  09/16/2024

  We have spoken to ************** and she is schedule to have a refund sent out by the end of September.
  ***************************

  Customer response

  09/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 02/19/24 I was contacted by ***************** Financial, ****** that I was owed $5800 from a previous Time Share that I paid for the selling of it and they never did sell it. I paid a fee of $431.00 to start the process in receiving $5800 + I was entitled in getting the $431.00 back also which added up to $6231.00. The $431.00 was electronically taken out of my Orange ***************** on 02/2024. I was told by ****** that I should receive a check for the $6231. within 90 days. I received a letter from a *************************** from Hess Fidelity Financial acknowledgment dated March 20, ******************************************************************************************************************* within a couple weeks.Reference # ****HFJ2400330. I called back on 04/23/24 as I had not received a questionnaire. ****** stated by phone the questionnaire was mailed out but she would resend a new one immediately! Finally received the form on May 11, 2024 and mailed it back on May 13, 3024. I have made several phone calls to **************** to ************** and it is stated the call will be transferred and after about 5-10 minutes the call is disconnected. The whole verification process should be completed as it has been over 5 months since the initial contact date of 02/19/24. I am entitled to the $431.00 as Hess Fidelity Financial has not performed their obligation to me. I want a refund as soon as possible for the $431.00.

  Business response

  07/23/2024

  This response offers a partial refund and other option.  This requires the customer to let us know which option she chooses.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A ************************* CALLED ME SAID SHE WAS WITH HESS FIDELITY FINANCIAL AND THEY HAD MONEY OWED TO ME IN MY NAME. I NEEDED TO PAY $429 TO OPEN ACCOUNT FOR $8551.00 THAT WAS IN MY NAME, THEN SHE CALLED AGAIN AND SAID MORE MONEY OWED TO ME AFTER I PAY $429 AGAIN FOR $3045.00 AND AFTER I PAY THEY SEND SURVEYTHAT I FILLED OUT THEN THEY SUPPOSED TO RELEASE MONEY TO ME. THEY STATE THAT AFTER OPEINING AN ACCOUNT YOU CAN ASK REFUND AFTER 90 DAYS. BUT THEY NEVER GOT IN TOUCH WITH ME AFTER I PAID THEM. I HAD TO CALL AND ASK THEM, THEN THEY SAID NO MONEY IN MY NAME AND THEY STOPPED RECEIVING MY ***** CALLS AND EMAILS TO THEM WITH QUESTIONS. THEY OFFFERED TO REFUND ME AFTER THEY SENTREFUND FORM FOR ME TO FILL OUT. THEY REFUSED MY MAIL AFTER I FILLED OUT FORM TO SEND IT TO THEM AND THEY DONT ANSWER MY EMAILS ANYMORE. I FEEL THEY JUST SCAMMED ME AND TOOK MY MONEY, PERIOD. ************************* GAVE ME NUMBERS TO CALL HER IF I HAD ANY QUESTIONS BUT SHE NEVER ANSWERED HER ***** OR RETURNED MY CALLS. I AM RETIRED LIVING ON 1 PAYCHECK AND WOULD LIKE THEM TO RETURN MY MONEY ASAP PLEASE. THE ***** NUMBERS ************************************************************RELEASE NUMBERS OF FUNDS TO BE PAID TO ME THAT I PAID FOR ARE REF#****HFJ1233321 $429.00 THEN REF#****HFJ23286 I PAID $429.00. I JUST NEED MY MONEY AND WANT MY MONEY RETURNED PLEASE AND THEY SHOULD NOT BE ALLOWED TO RUN THEIR BUSINESS LIKE THEY DID ME. THEY NEVER RESPONDED TO ANYTHING WHEN I REACHED OUT TO THEM, THEN AFTER OVER 4 MONTHS THEY TELL ME THERE IS NO MONEY IN MY NAME AND I CANT GET REFUND BECAUSE ITS AFTER ************************************ DURNG THE 90 DAYS. WHEN I SENT SURVEY TO THEM THAT THEY REQUESTED I FILL OUT, THEY CLAIMED THEY NEVER RECEIVED IT. THEY JUST CONSTANTLY LIED TO ME, PERIOD!! SOMEBODY EMAILED ME NAMED ****** LIED TO ME ALSO, OTHER NAMES ARE *************************** AND ******************. THEY NEED TO BE PUT ON BLAST FOR REAL

  Business response

  06/04/2024

  Please see attached response.

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