Risk Monitoring - Sample For Weebley

Count - Defect Defect
Month Admin Fee Handling Fee Impound Fee Personal Property Fee
April $1.00
August $1.00 $1.00 $1.00
December $1.00
February $4.00 $1.00 $4.00
January $2.00 $3.00 $2.00 $4.00
July $1.00 $1.00
June $4.00 $2.00
March $8.00 $2.00 $4.00
May $1.00 $2.00 $1.00 $3.00
November $1.00
October $2.00 $1.00
September $1.00 $2.00
Total Result $3.00 $20.00 $18.00 $20.00
60
50
40
30
20
10
0
Apri l August December February Janua ry Jul y June March May
Capital One Confidential

0
Apri l August December February Janua ry Jul y June March May

Redemption Fee Storage Fee Unknown Fee Delivery Fee Other Fee Total Result
$4.00 $5.00
$1.00 $4.00
$1.00 $2.00
$1.00 $3.00 $1.00 $14.00
$11.00 $7.00 $1.00 $30.00
$26.00 $28.00
$8.00 $14.00
$3.00 $1.00 $18.00
$4.00 $1.00 $12.00
$1.00 $1.00 $3.00
$1.00 $4.00
$3.00
$12.00 $57.00 $4.00 $2.00 $1.00 $137.00
Defect Admi n Fee

Ha ndl i ng Fee
Impound Fee
Pers onal Property Fee
Redemption Fee
Storage Fee
Unknown Fee
Del i very Fee
Other Fee
June March May November October September Tota l Res ul t

June March May November October September Tota l Res ul t

Fee Overage Dashboard
Run Date: 12/31/2018
Monitoring
Type Number of Accounts Reviewed
Operations Team 25543
Reinstatement Operations Team 4903
PP Activity Note Scrub 187
Fee Monitoring Report 28
QA Call Monitoring 1(Misleading)
1668
QA Call Monitoring 2 (Risk Alert)
Tier 2 Complaints 0
Tier 3 Complaints 0
Total 32329
RSP Notification
Region # of Defects
1 14
2 7
3 15
4 9
5 12
6 29
Total 86
Most Offenses in Region

Region RSP
1 Recovery 1
2 Recovery 2
2 Recovery 2
3 Recovery 3
4 Recovery 4
5 Recovery 5
6 Recovery 6
Fee Overages
Defect Type Instances
Admin Fee 1
Handling Fee 11
Impound Fee 9
Personal Property Fee 8
Redemption Fee 10

Storage Fee 44
Unknown Fee 2

January February March April May June
18 4 10 2 8 5
2 3 3 2 0 0
0 0 0 0 0 0
1 3 0 0 1 1
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
21 10 13 4 9 6
Fee Ov
25
20
15
# of Defects
10
2
10
2
10
2
7 5
17
0
January February March Apri l May June

July August September October November December Total
22 1 0 0 0 0 70
0 0 0 0 0 0 10
0 0 0 0 0 0 0
0 0 0 0 0 0 6
0 0 0 0 0 0 0
0 0 0 0 0 0 0
0 0 0 0 0 0 0
0 0 0 0 0 0 0
22 1 0 0 0 0 86
Fee Overage Trend
May June Jul y August September October November December

Defect
Acct Number Case Number Defect Type Defect
(Y/N)
1 1 Yes Non-Contractual Redemption Fee
2 2 Yes Storage Overage Storage Fee
4 4 Yes Non-Contractual Impound Fee
6 6 No Non-Contractual Unknown Fee
7 7 No N/a N/a
11 11 No N/a N/a
12 12 No N/a N/a
13 13 No N/a N/a
14 14 Yes N/a Handling Fee
18 18 No N/a N/a

19 19 No N/a N/a
21 21 No N/a N/a
22 22 No Non-Contractual Redemption Fee
23 23 No Non-Contractual Handling Fee
26 26 No N/a N/a
28 28 No N/a N/a
29 29 No N/a N/a
31 31 Yes Non-Contractual Admin Fee

36 36 No N/a N/a
37 37 No N/a N/a
38 38 No N/a N/a
39 39 Yes Non-Contractual Unknown Fee
40 40 Yes Non-Contractual Handling Fee
41 41 No Non-Contractual Personal Property Fee
45 45 No N/a N/a
47 47 No N/a N/a
48 48 No N/a N/a
50 50 No N/a N/a
52 52 No N/a N/a

55 55 No N/a N/a
56 56 Duplicate Other Overage Redemption Fee
57 57 Duplicate Other Overage Admin Fee
58 58 No N/a N/a
59 59 Yes Non-Contractual Personal Property Fee
60 60 No N/a N/a
61 61 No N/a N/a
62 62 No N/a N/a
63 63 No N/a Personal Property Fee
66 66 No N/a N/a
68 68 No N/a N/a
69 69 No N/a N/a

72 72 No N/a N/a
73 73 No N/a N/a
76 76 Duplicate N/a N/a
80 80 No N/a N/a
82 82 No N/a N/a
86 86 No N/a N/a
88 88 No N/a N/a

92 92 No N/a N/a
93 93 No N/a N/a
95 95 No N/a N/a
96 96 No N/a N/a
97 97 Duplicate N/a N/a
99 99 No N/a N/a
101 101 No N/a N/a
104 104 No N/a N/a
105 105 No N/a N/a
106 106 No N/a N/a
107 107 Duplicate Storage Overage Storage Fee
108 108 No N/a N/a

110 110 Yes Non-Contractual Unknown Fee
111 111 No N/a N/a
113 113 No Non-Contractual Delivery Fee
114 114 No N/a N/a
115 115 No N/a N/a
116 116 No N/a N/a
117 117 No N/a N/a
119 119 No N/a N/a
124 124 No N/a N/a

126 126 No N/a N/a
127 127 No N/a N/a
128 128 No N/a N/a
129 129 No Storage Overage Storage Fee
133 133 No N/a N/a
137 137 No N/a N/a
138 138 No N/a N/a
140 140 No N/a N/a
141 141 No N/a N/a
144 144 No N/a N/a

145 145 No N/a N/a
146 146 No N/a N/a
147 147 No N/a N/a
148 148 No N/a N/a
151 151 No N/a N/a
152 152 No N/a N/a
153 153 No N/a N/a
154 154 No N/a N/a
155 155 No Non-Contractual Impound Fee
159 159 Duplicate Non-Contractual Impound Fee


184 184 No Non-Contractual Impound Fee
189 189 No Non-Contractual Unknown Fee

190 190 No Storage Overage Impound Fee
192 192 No N/a N/a
193 193 No N/a N/a
195 195 Duplicate Storage Overage Impound Fee
198 198 Yes Non-Contractual Admin Fee
201 201 No Non-Contractual Delivery Fee
202 202 No Non-Contractual Other Fee

Amount
Defect Source (Report) Comment Date
Charged
PP not charged to customer per RR Form, customer

$75.00 Operations Team 1/3/2018
was charged for redemption fee
PP not charged to customer per RR Form, customer

might has been overcharged for storage
PP not charged to customer per RR form, customer

was charged a redemption

$100.00 Operations Team was charged an impound fee on an non impound 1/8/2018
account

was charged a redemption fee
PP not charged to customer per RR form. Customer

ony paid for 2 days of storage + sherrif fee of $15

$- Operations Team 1/16/2018
only paid for 2 days of storage
PP not charged to customer per RR form

butcustomer receipt shows a redemption fee
PP noto charged to customer per RR form, but

$35.00 Operations Team customer was charged for 3 days of storage instead 1/17/2018
of 2
PP not charged to customer per RR form

butcustomer receipt shows a redemption fee

Operations Team 1/10/2018
PP not charged to customer per RR form , customer
was charged for 6 days of storage.
PP not charged to customer per RR form, but

customer was charged handing fee

$145.00 Operations Team was charged a redemption fee and overcharged in 1/19/2018
storage

customer was charged a redemption fee

customer was overcharged in storage


only paid for storage

customer was charged a redemption fee

PP not charged to customer per RR form. Unable to
$75.00 Operations Team tell if RSP collected a redemption fee from the 1/26/2018
customer.
$80.00 Operations Team customer receipt shows a charged for PP and 1/29/2018
handling fee.

customer was charged a redemption fee.
PP not charged to customer per RR form, but RSP

$35.00 Operations Team updloaded document showing a charge for 8 days 1/24/2018
of storage instead of 7.
only paid for 10 days of storage.
PP nor charged to customer per RR form, but


paid for 10 days of storage after vehicle was
transported back from auction because RSP stored
the vehicle for additional days.
PP not charged customer per RR form, customer

only paid for 1 day of storage
PP not charged to customer per RR form, but was

charged was a redemption fee

customer was charged an admin fee

customer was charged a recdemption fee
PP not charged to customer per RR form, but PP

receipt shows a charge for handling fee with
statement that customer only paid for storage and
no other fees were charged.

customer was charged a handling fee

receipt shows a charge for handling fee with
statement that customer only paid for storage and
no other fees were charged.

$25.00 Operations Team receipt shows a charge for handling fee with a 1/11/2018
statement that customer only paid for storage.
Operations Team 2/15/2018
only paid for 4 days of storage+tax

customer was charged an unknown fee

customer was charged an handling fee

$75.00 Operations Team receipt for PP shows that customer was charged for 1/12/2018
PP
PP
PP

customer was charged an handling fee


customer was overcharged for storage

only paid for one day of storage

$- Operations Team only paid for 6 days of storage, but RSP listed the 2/21/2018
storage fee on the PP line on the receipt.


Operations Team paid for 10 days of storage plus impound fees. This 1/26/2018
was an impound account.


paid 6 days of storage
$50.00 Operations Team was charged an impound fee on a non-impound 3/16/2018
account.


$- Operations Team only paid for 5 days of storage after the vehicle was 3/16/2018
transported back to the RSP from the auction.

$75.00 Reinstatement Operations Team 1/9/2018
was charged a redemption fee

was charged an admin fee
PP not charged to Customer per RR Form,

$- Fee Monitoring Customer only paid for 2 days of storage but the 1/30/2018
wrong fee type in the fee grid
PP not charged to customer per RR form, but Titan

$105.00 Fee Monitoring 1/22/2018
shows fees for both storage and PP
PP not charged to Customer per RR Form,

$- Fee Monitoring Customer only paid for 2 days of storage but the 1/19/2018
wrong fee type in the fee grid
Fee Monitoring 2/28/2018
only paid for 6 days of storage but RSP entered the
wrong on the fee grid, therfore showing the same
amount for storage and PP
PP not charged to the customer per RR form,

$35.00 Fee Monitoring Customer was only charged for one day of storage 2/22/2018
but RSP missentered the amount on the fee grid

$315.00 Fee Monitoring only paid for 9 days of storage but the RSP 2/22/2018
missentered the amount on the fee grid
$70.00 Fee Monitoring only paid for 2 days of storage but RSP missentered 3/1/2018
the amount on the fee grid

$- Fee Monitoring 3/22/2018
did not pay any fees, they were all billed to COAF

only paid for 10 days of storage but RSP entered
the wrong on the fee grid, therfore showing the
same amount for storage and PP
only paid for 4 days of storage but RSP entered the
wrong on the fee grid, therfore showing the same
amount for storage and PP

only paid for 10 days of storage + Tax
only paid for 10 days of storage + Tax
$100.00 Reinstatement Operations Team customer was charged an impound fee on a non 1/4/2018
impound account





impound account

$350.00 Operations Team only paid for 10 days of storage after the vehicle 3/12/2018
was transported back to the RSP from the auction.


$- Operations Team only paid for 5 days of storage after the vehicle was 3/16/2018
transported back to the RSP from the auction.


$100.00 Operations Team uploaded a PP receipt showing a charge to the 3/7/2018
customer

uploaded a PP receipt with a prepopulated amount
that was not crossed out. RSP provided proof that
customer only paid for 10 days of storage.


PP not charged to customer per RR form. RSP

$350.00 Operations Team charged for storage per instruction on the 3/30/2018
redemption release

impound account

PP not charged to customer per RR form but RSP

$50.00 Operations Team uploaded a receipt showing a handling fee charged 3/8/2018
to the customer.
only paid for storage
PP not not charged to customer per RR form. RSP
uploaded a PP receipt with a handling fee and a
statement that PP was not charged to the customer.
The customer also initialed the form.

customer was overchared in storage.

only paid for storage+impound bailout fees.

$105.00 Operations Team uploaded a PP receipt showing charges for PP and a 3/23/2018
handling fee


PP not charged to customer per RR form but RSP
$35.00 Operations Team uploaded a PP receipt showing a handling fee with 3/26/2018
a statement that said no fees.


only paid for one day of storage
only paid for 3 days of storage but RSP erronously
entered the storage amount on fee grid in RDN
which populated in Titan
paid $350 for 10 days of storage.
$35.00 Operations Team PP not charged to customer per RR form, 4/9/2018

customer only paid for one day of storage.

customer was charged for storage after vehicle was
$245.00 Operations Team transported back from the auction. Instruction given 4/27/2018
on the release allowed RSP to bill customer for
storage.
$50.00 Reinstatement Operations Team customer was charged for a gate fee (afterhour 3/14/2018
redemption)
PP not charged to customer per RR form. Storage
fees were billed to Capital One.
impound account
P not charged to customer per RR form. Customer

requested that the RSP delivers the vehicle back to
them and agreed to pay a delivery fee. Customer
paid for one day of storage+delivery fee.

only paid for storage, but RSP erronously entered
the amount as PP on the fee grid and therfore
showing in Titan.
only paid for 10 days of storage+Tax
$25.00 Operations Team uploaded a receipt showing a charge for personal 5/18/2018
property.


$35.00 Operations Team uploaded a receipt showing a charge for personal 5/17/2018
property.

uploaded a PP receipt showing a handling fee

uploaded a PP receipt showing a handling fee

$1,494.50 Operations Team only paid for 9 days of storage + impound bailout 6/1/2018
fees.


was only charged for 2 days of storage
PP charged to customer based on contract with

$50.00 Fee Monitoring COAF - this is a redemption that occurred on 5/23/2018
09/23/2016
PP charged to customer based on contract with
$50.00 Fee Monitoring COAF - this is a redemption that occurred on 5/31/2018
09/23/2016

only paid for 2 days of storage, but RSP erronously
entered the amount on the fee grid in RDN therfore
Titan shows the Fee as personal property.


$10.00 Operations Team uploaded a receipt for personal property showing a 5/24/2018
charge to the customer
$75.00 Operations Team PP not charged to customer per RR form, but RSP 5/25/2018
charged an impound fee on a non impound account.
$- Operations Team PP not charged to customer per RSP PP receipt. 6/18/2018


only paid for 1 day of storage.
$140.00 Operations Team charged for storage after vehicle was transported 6/14/2018
back from auction.
back from auction.
back from auction.
$- Operations Team PP not charged to customer per RR form, customer 6/21/2018

was only charged for impound bailout fees.

only paid for 1 day of storage, but RSP erronously
entered $1 in the fee grid in RDN that's showing in
Titan.
entered $35 in the fee grid in RDN that's showing
in Titan.
entered $105 in the fee grid in RDN that's showing
in Titan.
Waived Operations Team 6/22/2018
did not pay any fees to the RSP
PP not charged to the customer per RR form,
customer only paid for 4 days of storage.
only paid for 9 days of storage .
$635.30 Operations Team customer was charged an impound fee on a non- 6/29/2018
impound account

customer was charged for 3 days of storage.



$635.30 Fee Monitoring customer was charged an impound fee on a non- 6/29/2018
impound account

customer charged for 7 days of storage.

customer charged for 1 day of storage.

redeemed the vehicle with no charge from the RSP.






PP not charged to customer per RR form and

customer was not charged for storage either.












PP not charged to customer per RR form, RSP has a

$350.00 Operations Team customer receipt showing a charge for 10 days of 7/2/2018
storage but wrote $0 collected on the RR form.


customer was overcharged in impound fees


$385.00 Operations Team customer was charged for 11 days of storage instead 6/29/2018
of 10 days.
only paid for one day of stoarge.

uploaded PP receipt with a handling fee

$1,566.00 Fee Monitoring 8/15/2018
did not pay any fees at the RSP.

only paid for impound bailout fees.

customer was charged an handling fee.

did not pay any fees at the RSP
did not pay any fees at the RSP
$500.00 Operations Team PP not charged to custome per RR form, customer 9/7/2018
only paid impound bailout fees
$500.00 Fee Monitoring PP not charged to custome per RR form, customer 9/7/2018
only paid impound bailout fees
$50.00 Operations Team PP not charged to customer per RR form. RSP used 8/7/2018
a PP receipt with an autopopulated amount but
specified that no fees were paid by the customer
PP not charged to customer per RR form. RSP used

$35.00 Operations Team a PP receipt with an autopopulated amount but 9/14/2018
scratched off the amount due on the receipt.

$10.00 Vendor Self Identification 5/11/2018
customer was charged $10 admin fee.

PP not charged to customer, RSP did not charge
any fees.
customer was charged for a delivery fee.
uploaded a document with a fee listed as other. RSP
provided a statement of fact stating fees were not
collected from the customer.
PP not charged to customer, RSP did not charge
any fees.
PP not charged to customer per RR form, RSP
$155.00 Operations Team documented fees to be billed to Capital One on the 11/19/2018
RR form.
Redemption release not available in RDN, only
$385.00 Fee Monitoring transport release paperwork. Vehicle has not been 12/23/2018
reinstated yet.

Defect
Month Vendor's Name State Region Vendor Type
Region
January Recovery 1 CA 1 1 Direct
January Recovery 2 TX 2 2 Direct
January Recovery 6 TX 6 2 Forwarder
January Recovery 5 FL 5 5 Direct
January Recovery 6 OH 6 3 Forwarder
January Recovery 1 UT 1 1 Direct
January Recovery 2 WI 2 2 Direct
January Recovery 3 KS 3 3 Direct
January Recovery 3 MS 3 3 Direct

January Recovery 3 KS 3 3 Direct
January Recovery 4 PA 4 4 Direct
January Recovery 4 NJ 4 4 Direct
February Recovery 4 NY 4 4 Direct
February Recovery 1 CA 1 1 Dirtect
February Recovery 4 NY 4 4 Direct
January Recovery 4 OH 4 4 Direct
February Recovery 2 KS 2 2 Direct
January Recovery 6 NY 6 4 Forwarder
February Recovery 6 TX 6 2 Forwarder

February Recovery 3 MS 3 3 Direct
February Recovery 2 TX 2 2 Direct
February Recovery 5 SC 5 5 Direct
January Recovery 6 GA 6 5 Forwarder
February Recovery 1 AZ 1 1 Direct
March Recovery 5 SC 5 5 Direct
January Recovery 6 MO 6 3 Forwarder
March Recovery 1 CA 1 1 Direct
March Recovery 4 MA 4 4 Direct

March Recovery 5 GA 5 5 Direct
January Recovery 6 NY 6 4 Forwarder
January Recovery 3 LA 3 3 Direct
January Recovery 4 PA 4 4 Direct
January Recovery 2 WI 2 2 Direct
February Recovery 1 CA 1 1 Direct
February Recovery 5 FL 5 6 Direct
February Recovery 3 IL 3 3 Direct
February Recovery 3 MI 3 3 Direct
February Recovery 3 MI 3 3 Direct
March Recovery 5 NJ 5 5 Direct
March Recovery 5 NY 5 5 Direct
March Recovery 3 OH 3 3 Direct
February Recovery 4 PA 4 4 Direct
February Recovery 5 SC 5 5 Direct

February Recovery 4 WV 4 4 Direct
March Recovery 4 WV 4 4 Direct
February Recovery 6 FL 6 5 Forwarder
February Recovery 6 NM 6 2 Forwarder
March Recovery 6 MD 6 5 Forwarder
March Recovery 5 GA 5 5 Direct
March Recovery 6 TX 6 2 Forwarder
March Recovery 4 DE 4 4 Direct
March Recovery 3 OH 3 3 Direct
March Recovery 4 NY 4 4 Direct

April Recovery 6 GA 6 5 Forwarder
March Recovery 3 MS 3 3 Direct
April Recovery 1 NV 1 1 Direct
March Recovery 6 NM 6 1 Forwarder
March Recovery 6 NM 6 1 Forwarder
March Recovery 1 NV 1 1 Direct
March Recovery 6 CO 6 1 Forwarder
April Recovery 6 MN 6 2 Forwarder
April Recovery 3 MS 3 3 Direct
March Recovery 6 ME 6 4 Forwarder
April Recovery 5 MD 5 5 Direct
April Recovery 5 FL 5 5 Direct
April Recovery 5 MD 5 5 Direct
April Recovery 5 SC 5 5 Direct

April Recovery 3 LA 3 3 Direct
March Recovery 6 TN 6 3 Forwarder
April Recovery 3 OH 3 3 Direct
April Recovery 6 NH 6 4 Forwarder
May Recovery 4 CT 4 4 Direct
May Recovery 1 CA 1 1 Direct
May Recovery 6 TX 6 2 Forwarder
May Recovery 5 NJ 5 5 Direct
May Recovery 2 LA 2 2 Direct
May Recovery 6 CT 6 4 Forwarder
April Recovery 6 AZ 6 1 Forwarder
May Recovery 6 KY 6 3 Forwarder
May Recovery 6 SD 6 2 Forwarder
May Recovery 5 SC 5 5 Direct
May Recovery 3 LA 3 3 Direct
June Recovery 1 AZ 1 1 Direct
May Recovery 6 SC 6 5 Forwarder

May Recovery 1 CA 1 1 Direct
May Recovery 6 CA 6 1 Forwarder
May Recovery 6 IL 6 3 Forwarder
May Recovery 5 FL 5 5 Direct
May Recovery 6 NJ 6 4 Forwarder
May Recovery 6 SD 6 2 Forwarder
May Recovery 5 FL 5 5 Direct
June Recovery 5 FL 5 5 Direct
June Recovery 6 TX 6 2 Forwarder
June Recovery 1 CA 1 1 Direct
June Recovery 3 KY 3 3 Direct
June Recovery 1 AZ 1 1 Direct
June Recovery 1 NV 1 1 Direct
June Recovery 3 LA 3 3 Direct
June Recovery 6 NY 6 4 Forwarder
June Recovery 3 GA 3 3 Direct
June Recovery 3 MS 3 3 Direct
June Recovery 3 LA 3 3 Direct

June Recovery 5 VA 5 5 Direct
June Recovery 5 FL 5 5 Dirfect
June Recovery 5 GA 5 5 Direct
June Recovery 5 NJ 5 5 Direct
June Recovery 4 NY 4 4 Direct
June Recovery 1 NV 1 1 Direct
June Recovery 3 TN 3 3 Direct
June Recovery 3 AL 3 3 Direct
June Recovery 3 AL 3 3 Direct
July Recovery 4 MA 4 4 Direct
July Recovery 5 FL 5 5 Direct
June Recovery 3 TN 3 3 Direct
July Recovery 4 NY 4 4 Direct

July Recovery 4 PA 4 4 Direct
July Recovery 4 NY 4 4 Direct
July Recovery 5 MD 5 5 Direct
July Recovery 4 PA 4 4 Direct
July Recovery 1 CA 1 1 Direct
July Recovery 2 TX 2 2 Direct
July Recovery 2 TX 2 2 Direct
July Recovery 3 GA 3 3 Direct
July Recovery 6 CA 6 1 Forwarder

July Recovery 1 NM 1 1 Direct
July Recovery 3 MS 3 3 Direct
July Recovery 3 GA 3 3 Direct
July Recovery 4 MA 4 4 Direct
July Recovery 3 MT 3 3 Direct
July Recovery 3 CO 3 3 Direct
July Recovery 3 AL 3 3 Direct
July Recovery 3 KS 3 3 Direct
July Recovery 1 OR 1 1 Direct
July Recovery 1 AZ 1 1 Direct
July Recovery 6 CA 6 1 Forwarder
June Recovery 6 WI 6 2 Forwarder
June Recovery 4 PA 4 4 Direct
July Recovery 5 SC 5 5 Direct
August Recovery 3 AL 3 3 Forwarder

August Recovery 3 LA 3 3 Direct
August Recovery 3 OH 3 3 Direct
August Recovery 5 FL 5 5 Direct
September Recovery 5 FL 5 5 Direct
September Recovery 5 MD 5 5 Direct
September Recovery 5 MD 5 5 Direct
August Recovery 5 NC 5 5 Direct
September Recovery 2 WI 2 2 Direct
May Recovery 6 FL 6 5 Forwarder
October Recovery 1 AZ 1 1 Direct
October Recovery 6 FL 6 6 Direct
October Recovery 4 CT 4 4 Direct
November Recovery 3 MO 3 3 Direct
October Recovery 3 MI 3 3 Direct
December Recovery 5 NJ 5 5 Direct
November Recovery 1 AZ 1 1 Direct
November Recovery 6 WY 6 2 Forwarder
December Recovery 6 TX 6 2 Forwarder

Vendor Contact
Liaison Vendor POC Action Step Corrrespondence Refund Amount
Date
4/3/2018 Liaison 1 Abe Action Plan 2/21/2018 $75.00
4/3/2018 Liaison 2 Michael Coaching Feedback 2/21/2018 $10.00
4/3/2018 Liaison 6 Karen Writte Up - Action Plan 2/21/2018 $100.00
4/9/2018 Liaison 1 Danielle N/a 4/9/2018 $70.00
1/31/2018 Liaison 5 N/a N/a N/a
4/3/2018 Liaison 2 Michael Coaching Feedback 2/21/2018 $35.00
N/a Liaison 6 N/a N/a N/a $-
4/3/2018 Liaison 2 JT Coaching Feedback 3/1/2018 $35.00
4/3/2018 Liaison 3 Stephanie Coaching Feedback 2/28/2018 $35.00

N/a Liaison 1 Abe N/a 2/28/2018 $75.00
4/12/2018 Liaison 1 Kristen N/a 3/9/2018 $80.00
4/6/2018 Liaison 4 Kathy Coaching Feedback 3/9/2018 $35.00
4/9/2018 Liaison 1 Onnie Coaching Feedback 3/14/2018 $35.00
4/5/2018 Liaison 2 Koni Coaching Feedback 2/21/2018 $75.00
4/3/2018 Liaison 6 Karen Coaching Feedback 2/21/2018 $65.00
4/6/2018 Liaison 6 Karen Volume Reduction 3/14/2018 $25.00

4/6/2018 Liaison 6 Karen Pending 3/14/2018 $25.00
4/5/2018 Liaison 2 Jason Coaching Feedback 3/22/2018 $25.00
3/5/2018 Liaison 6 Holly Coaching Feedback 4/3/2018 $35.00
4/6/2018 Liaison 5 Ashley Freeman Written Communication 4/3/2018 $50.00
4/9/2018 Liaison 1 Onnie Coaching Feedback 4/3/2018 $55.00
4/6/2018 Liaison 4 Danny Coaching Feedback 4/3/2018 $105.00

1/31/2018 Liaison 6 Pending 2/21/2018 $75.00
1/31/2018 Liaison 6 Pending 2/21/2018 $65.00
4/4/2018 Liaison 4 Jessica Coaching Feedback 2/21/2018 $105.00
N/a Liaison 1 N/a N/a N/a S-
N/a Liaison 5 N/a N/a N/a S-
N/a Liaison 3 N/a N/a 4/9/2018 $210.00
N/a Liaison 3 N/a N/a 3/14/2018 $35.00
N/a Liaison 3 N/a N/a 3/14/2018 $315.00
N/a Liaison 5 N/a N/a 4/3/2018 $70.00
N/a Liaison 3 N/a N/a N/a N/a
N/a Liaison 5 N/a N/a 3/14/2018 $350.00
N/a Liaison 5 N/a N/a 4/9/2018 $140.00

3/26/2018 Liaison 6 Stacey Coaching Feedback 4/9/2018 $100.00
4/6/2018 Liaison 5 N/a N/a N/a $-
4/6/2018 Liaison 4 Kathy N/a 4/9/2018 $50.00
3/31/2018 Liaison 3 N/a N/a N/a $-
3/31/2018 Liaison 4 N/a N/a N/a $-

4/16/2018 Liaison 6 Stacey Pending Pending
4/16/2018 Liaison 6 Stacey Pending Pending
4/16/2018 Liaison 1 Kristen N/a 4/18/2018 $32.00
4/17/2018 Liaison 6 Karen Action Plan 4/18/2018 $40.00
3/31/2018 Liaison 6 N/a N/a N/a $-
4/24/2018 Liaison 5 Val Coaching Feedback 4/30/2018 $35.00
N/a Liaison 5 N/a N/a 5/1/2018 $105.00
4/24/2018 Liaison 5 Val Coaching Feedback N/a $-

4/30/2018 Liaison 3 Stephanie N/a 5/1/2018 $245.00
4/27/2018 Liaison 6 Stacey Coaching Feedback 5/10/2018 $50.00
5/8/2018 Liaison 4 Jamie N/a 5/10/2018 $195.00
N/a Liaison 1 N/a N/a 6/8/2018 $70.00
5/25/2018 Liaison 6 Melanie Coaching Feedback 6/8/2018 $25.00
6/18/2018 Liaison 5 Ashley Freeman Coaching Feedback 6/8/2018 $50.00
6/8/2018 Liaison 3 Sidney N/a 6/8/2018 $50.00

N/a Liaison 5 N/a N/a 6/8/2018 $70.00
6/21/2018 Liaison 6 Brittany Coaching Feedback 6/29/2018 $10.00
6/21/2018 Liaison 5 Kendilyn Suazo Coaching Feedback 6/29/2018 $75.00
6/30/2018 Liaison 5 N/a N/a $-
6/22/2018 Liaison 1 Abe Writte Up - Action Plan 6/29/2018 $75.00
N/a Liaison 1 N/a N/a N/a
N/a Liaison 1 N/a N/a N/a
6/25/2018 Liaison 3 Debbie Pending 6/29/2018 $140.00

7/10/2018 Liaison 5 Brenan Coaching Feedback 7/12/2018 $285.30
7/10/2018 Liaison 4 Cassie Coaching Feedback 7/12/2018 $105.00
7/10/2018 Liaison 5 Kevin Brady Coaching Feedback 7/12/2018 $350.00
7/5/2018 Liaison 3 Stephanie Action Plan 7/12/2018 $175.00
Liaison 5 Pending Pending $285.30
7/10/2018 Liaison 4 Brian Coaching Feedback 7/12/2018 $245.00

7/10/2018 Liaison 4 Jessica Coaching Feedback 7/12/2018 $35.00
7/31/2018 Liaison 5 N/a N/a N/a $-
7/31/2018 Liaison 5 N/a N/a N/a $-
7/31/2018 Liaison 5 N/a N/a N/a $-
7/31/2018 Liaison 5 N/a N/a N/a $-
7/10/2018 Liaison 4 Brian Coaching Feedback 7/12/2018 $350.00
7/10/2018 Liaison 5 Monica Coaching Feedback 7/12/2018 $350.00
7/10/2018 Liaison 4 Mike Coaching Feedback 7/12/2018 $350.00
N/a Liaison 1 N/a N/a 7/12/2018 $350.00
7/2/2018 Liaison 6 Derrick Coaching Feedback 7/12/2018 $35.00
7/10/2018 Liaison 2 Chad Coaching Feedback 7/12/2018 $151.55
7/10/2018 Liaison 2 Chad Coaching Feedback 7/12/2018 $340.99
7/9/2018 Liaison 3 Stephanie Action Plan 7/12/2018 $175.00

7/10/2018 Liaison 1 Danny Coaching Feedback 7/12/2018 $350.00
7/19/2018 Liaison 4 Donna Coaching Feedback 7/18/2018 $350.00
7/24/2018 Liaison 1 Marc Coaching Feedback 7/18/2018 $350.00
7/30/2018 Liaison 1 Pending N/a N/a $150.00
7/10/2018 Liaison 6 Holly Coaching Feedback 8/14/2018 $105.00
8/15/2018 Liaison 5 Ashley Freeman Coaching Feedback 8/14/2018 $50.00

9/7/2018 Liaison 3 Molly N/a 9/12/2018 $50.00
N/a Liaison 2 N/a N/a 10/10/2018 $35.00
10/15/2018 Liaison 6 Ashley Coaching Feedback 10/16/2018 $10.00
10/22/2018 Liaison 1 Gina N/a N/a $-
11/28/2018 Liaison 4 Ciara N/a N/a $-

Refund Type Emailed Refund Team Refund Code Account Status
Check 2/20/2018 2/21/2018 Resolved
Check 2/20/2018 2/21/2018 Resolved
Check 2/20/2018 2/21/2018 Resolved
Check 2/20/2018 2/21/2018 Resolved
Check 2/20/2018 2/21/2018 Resolved
Check 4/5/2018 4/6/2018 Resolved
N/a N/a N/a No Action
Check 2/20/2018 2/21/2018 Resolved
Check 2/21/2018 2/21/2018 Resolved
Check 2/20/2018 2/21/2018 Resolved
Check 2/27/2018 2/27/2018 Resolved
Check 2/27/2018 2/27/2018 Resolved
Check 2/27/2018 2/27/2018 Resolved
Check 2/27/2018 2/27/2018 Resolved

Check 2/27/2018 2/27/2018 Resolved
Check 2/27/2018 2/27/2018 Resolved
Check 2/21/2018 2/21/2018 Resolved
Check 2/21/2018 2/21/2018 Resolved
Check 2/21/2018 2/21/2018 Resolved
Check 3/13/2018 3/13/2018 Resolved

Check 3/13/2018 3/13/2018 Resolved
Check 3/14/2018 3/14/2018 Resolved
Check 3/14/2018 3/14/2018 Resolved
Check 3/14/2018 3/14/2018 Resolved
Check 3/14/2018 3/14/2018 Resolved
Check 3/14/2018 3/14/2018 Resolved
Check 3/14/2018 3/14/2018 Resolved
Check 3/28/2018 3/29/2018 Resolved
Check 3/28/2018 3/29/2018 Resolved
Check 3/28/2018 3/29/2018 Resolved
Check 3/28/2018 3/29/2018 Resolved
Check 3/28/2018 3/29/2018 Resolved

Check 2/20/2018 2/21/2018 Resolved
Check 2/20/2018 2/21/2017 Resolved
Check N/a N/a No Action
Check 2/20/2018 2/21/2018 Resolved
check 4/5/2018 4/6/2018 Resolved
Check 3/28/2018 3/29/2018 Resolved

Check 3/28/2018 3/29/2018 Resolved

Check 4/17/2018 4/18/2018 Resolved
Check 4/17/2018 4/18/2018 Resolved
Check 4/17/2018 4/18/2018 Resolved
Check 4/17/2018 4/18/2018 Resolved
Check 4/17/2018 4/18/2018 Resolved
Check 4/17/2018 4/18/2018 Resolved
Check 4/27/2018 5/3/2018 Resolved
Check 4/27/2018 5/3/2018 Resolved


Check 6/25/2018 6/27/2018 Resolved
Check 6/25/2018 6/27/2018 Resolved
Check 6/25/2018 6/27/2018 Resolved
Check 6/25/2018 6/27/2018 Resolved
Check 6/25/2018 6/27/2018 Resolved
Check 6/25/2018 6/27/2018 Resolved
Check 6/25/2018 6/27/2018 Resolved
Check 6/25/2018 6/27/2018 Resolved

Check 7/9/2018 7/11/2018 Resolved
Check 7/8/2018 7/11/2018 Resolved
Check 7/8/2018 7/11/2018 Resolved
Check 7/9/2018 7/11/2018 Resolved
Check Pending Pending Pending
Check 7/8/2018 7/11/2018 Resolved

Check 7/8/2018 7/11/2018 Resolved
Check 7/8/2018 7/11/2018 Resolved
Check 7/8/2018 7/11/2018 Resolved
Check 7/8/2018 7/11/2018 Resolved
Check 7/8/2018 7/11/2018 Resolved
Check 7/9/2018 7/11/2018 Resolved
Check 7/8/2018 7/11/2018 Resolved
Check 7/8/2018 7/11/2018 Resolved
Check 7/8/2018 7/11/2018 Resolved
Check 7/8/2018 7/11/2018 Resolved

Check 7/8/2018 7/11/2018 Resolved
Check 7/8/2018 7/11/2018 Resolved
Check 7/18/2018 7/18/2018 Resolved
Check 7/18/2018 7/18/2018 Resolved
Check 7/18/2018 7/18/2018 Resolved
Check 7/18/2018 7/18/2018 Resolved
Check 7/18/2018 7/18/2018 Resolved
Check 7/18/2018 7/18/2018 Resolved
Check 7/18/2018 7/18/2018 Resolved
Check N/a N/a N/a
Check 8/13/2018 8/13/2018 Resolved
Check 8/13/2018 8/13/2018 Resolved
N/a N/a N/a N/a
Check 8/13/2018 8/13/2018 Resolved

Check 9/10/2018 9/14/2018 Resolved
Check 10/10/2018 10/11/2018 Resolved
Check 1/15/2018 10/19/2018 Resolved
Check 12/7/2018 12/10/2018 Resolved

Expected
Reimbursement
System of Records Notes Reimbursment Amt
Received (Y/N)
from RSP
A refund in the amount of 75.00 was generated today. It will be
requested for processing in 1 days, assuming there is no change in $75.00 Yes
account activity.
account activity.
account activity.
account activity.
account activity.
requested for processing in 1 days, assuming there is no change in N/a N/a
account activity.
N/a N/a N/a

account activity.
account activity.
account activity.
N/a N/a N/a
N/a N/a N/a
N/a N/a N/a

account activity.
account activity.
account activity.
requested for processing in 1 days, assuming there is no change in $35.00 N/a
account activity.
N/a N/a N/a

N/a N/a N/a

account activity.
N/a N/a N/a

account activity.
account activity.
account activity.
account activity.
N/a N/a N/a

account activity.
N/a N/a N/a
N/a N/a N/a

account activity.
account activity.
account activity.

account activity.

account activity.

account activity.

account activity.
N/a N/a N/a
N/a N/a N/a

account activity.
account activity.
account activity.
account activity.
account activity.
account activity.
N/a N/a N/a

account activity.
N/a N/a N/a
N/a N/a N/a

account activity.
N/a N/a N/a

account activity.
N/a N/a N/a

account activity.
account activity.

N/a N/a N/a

account activity.
account activity.
N/a N/a N/a

account activity.
N/a N/a N/a
N/a N/a N/a
N/a N/a N/a

account activity.

account activity.

account activity.
N/a N/a N/a

account activity.
N/a N/a N/a
N/a N/a N/a

account activity.

account activity.

N/a N/a N/a
N/a N/a N/a

account activity.
account activity.
N/a N/a N/a

account activity.
account activity.
account activity.
N/a N/a N/a

account activity.
N/a N/a N/a

account activity.
account activity.

account activity.
N/a N/a N/a

account activity.
N/a N/a N/a

account activity.
account activity.
account activity.
N/a N/a N/a
N/a N/a N/a

account activity.
N/a N/a N/a
N/a N/a N/a
N/a N/a N/a

account activity.
N/a N/a N/a

account activity.
N/a N/a N/a
N/a N/a N/a

account activity.
N/a N/a N/a

account activity.
N/a N/a N/a
N/a N/a N/a
N/a N/a N/a

account activity.

account activity
N/a N/a N/a

account activity.

account activity.

account activity.
N/a N/a N/a
N/a N/a N/a
N/a N/a N/a

account activity.
N/a N/a N/a

account activity.
account activity.
account activity.
account activity.
N/a N/a N/a

account activity.

N/a N/a N/a
N/a N/a N/a
N/a N/a N/a

account activity.

account activity.
account activity.
account activity.
N/a N/a N/a
account activity.
account activity.
account activity.
N/a N/a N/a
N/a N/a N/a

account activity.
N/a N/a N/a
N/a N/a N/a

account activity.
account activity.
N/a N/a N/a

N/a N/a N/a
N/a N/a N/a
N/a N/a N/a
N/a N/a N/a
N/a N/a N/a
N/a N/a N/a
N/a N/a N/a
N/a N/a N/a
N/a N/a N/a
N/a N/a N/a

account activity.
A refund in the amount of 105.00 was generated today. It will be Reimbursement not
requested for processing in 1 days, assuming there is no change in N/a requested at
account activity. manager's discretion.

requested for processing in 1 days, assuming there is no change in
Reimbursement not
account activity. A
N/a requested at
refund in the amount of 102.90 was generated today. It will be
manager's discretion.
requested for processing in 1 days, assuming there is no change in
account activity.
N/a N/a

N/a N/a N/a
N/a N/a N/a
N/a N/a N/a
N/a N/a N/a

account activity.
account activity.

N/a N/a N/a

account activity.
N/a N/a N/a

account activity.
N/a N/a N/a

N/a N/a N/a
Reimbursement not
requested. RSP
provided a statement
requested for processing in 1 days, assuming there is no change in N/a
of the fact stating they
account activity.
didn't collect $50
from the customer.
N/a N/a N/a
N/a N/a N/a
N/a N/a N/a
N/a N/a N/a
N/a N/a N/a

account activity.

account activity.
N/a N/a N/a
N/a N/a N/a
N/a N/a N/a

account activity
N/a N/a N/a
N/a N/a N/a
N/a N/a N/a
N/a N/a N/a
N/a N/a N/a

Reimbursement
Payment Location
GL account
GL account
GL account
GL account
GL account
N/a
N/a
GL account
GL account
GL account
N/a
N/a
N/a
GL account
GL account
GL account
N/a
N/a

N/a
GL account
N/a
N/a
N/a
GL account
N/a
N/a
GL account
N/a
N/a
GL account
GL account
GL account
N/a
N/a
N/a

N/a
N/a
N/a
GL account
Customer's Account
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a

N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a

N/a
N/a
Customer's Account
Customer's Account
N/a
Customer's Account
GL account
GL account
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a

Customer's Account
Customer's Account
Customer's Account
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
GL account
N/a
N/a
GL account
N/a
N/a
N/a
N/a
N/a

N/a
GL account
N/a
GL account
N/a
N/a
N/a
N/a
N/a
Customer's Account
N/a
Customer's Account
Customer's Account
GL account
N/a
N/a
Customer's Account

N/a
N/a
N/a
N/a
GL account
Customer's Account
GL account
N/a
GL account
GL account
GL account
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a

N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a

N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
GL account
N/a
N/a
N/a
N/a

N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
GL account
N/a
Customer's Account
N/a

N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
GL account
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a
N/a

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Risk Monitoring - Sample For Weebley

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Count - Defect Defect

Capital One Confidential

Capital One Confidential

Defect Admi n Fee

June March May November October September Tota l Res ul t

Capital One Confidential

Capital One Confidential

Most Offenses in Region

Capital One Confidential

Capital One Confidential

Capital One Confidential

Fee Overage Trend

May June Jul y August September October November December

Capital One Confidential

1 1 Yes Non-Contractual Redemption Fee

2 2 Yes Storage Overage Storage Fee

3 3 Yes Non-Contractual Redemption Fee

4 4 Yes Non-Contractual Impound Fee

5 5 Yes Non-Contractual Redemption Fee

6 6 No Non-Contractual Unknown Fee

8 8 Yes Non-Contractual Redemption Fee

9 9 Yes Storage Overage Storage Fee

10 10 Yes Non-Contractual Redemption Fee

14 14 Yes N/a Handling Fee

15 15 Yes Storage Overage Storage Fee

16 16 Yes Non-Contractual Redemption Fee

17 17 Yes Storage Overage Storage Fee

Capital One Confidential

20 20 Yes Non-Contractual Redemption Fee

22 22 No Non-Contractual Redemption Fee

23 23 No Non-Contractual Handling Fee

24 24 Yes Non-Contractual Redemption Fee

25 25 Yes Storage Overage Storage Fee

27 27 Yes Storage Overage Storage Fee

30 30 Yes Non-Contractual Redemption Fee

31 31 Yes Non-Contractual Admin Fee

32 32 Yes Non-Contractual Redemption Fee

33 33 No Non-Contractual Handling Fee

34 34 No Non-Contractual Handling Fee

35 35 No Non-Contractual Handling Fee

Capital One Confidential

39 39 Yes Non-Contractual Unknown Fee

40 40 Yes Non-Contractual Handling Fee

41 41 No Non-Contractual Personal Property Fee

42 42 No Non-Contractual Personal Property Fee

43 43 No Non-Contractual Personal Property Fee

44 44 No Non-Contractual Handling Fee

46 46 Yes Storage Overage Storage Fee

49 49 Yes Non-Contractual Handling Fee

51 51 Yes Non-Contractual Handling Fee

53 53 Yes Non-Contractual Impound Fee

54 54 Yes Storage Overage Storage Fee

Capital One Confidential

56 56 Duplicate Other Overage Redemption Fee

57 57 Duplicate Other Overage Admin Fee

59 59 Yes Non-Contractual Personal Property Fee

63 63 No N/a Personal Property Fee

64 64 Yes Non-Contractual Personal Property Fee

65 65 Yes Non-Contractual Personal Property Fee

67 67 No Non-Contractual Personal Property Fee

70 70 Yes Non-Contractual Personal Property Fee

71 71 No Non-Contractual Personal Property Fee

Capital One Confidential