Account servicing questions
Customers should use member support for questions about statements, scheduled payments, balances, marketplace activity, access codes, account status, and general servicing records.
Direct disputes
If Krenzino furnishes credit information, customers may submit a direct dispute identifying the information they believe is inaccurate, why it is inaccurate, and any supporting documents. Krenzino must review the relevant account records and respond as required by law.
What to include
A dispute should include the customer’s full name, current mailing address, date of birth, last four digits of SSN, account identifier when available, the specific information being disputed, and documents that support the correction request.
Investigation handling
Krenzino should log the dispute date, source, records reviewed, investigation result, correction action, customer response, and any bureau update when credit reporting is active.
Fraud or identity concerns
If a customer believes an account was opened without authorization or identity information was misused, Krenzino should route the issue for identity review, fraud review, restriction where appropriate, and written follow-up.