PRIMEAK
DISPUTE POLICIES AND PROCEDURES
Customer Rights, Dispute Resolution Process & Legal Framework
Company Information
Company Name: Primeak
Business Address: 40 N Altadena Dr Ste 105, Pasadena, CA 91107
NMLS ID: 2588911 | California DFPI License: 11481-99
Customer Service: (888) 789-1887 | Email: info@primeak.com | Website: primeak.com
IMPORTANT CONSUMER RIGHTS NOTICE
YOU HAVE IMPORTANT RIGHTS TO DISPUTE ERRORS AND SEEK RESOLUTION. THIS DOCUMENT EXPLAINS YOUR
RIGHTS UNDER FEDERAL AND STATE LAW, OUR DISPUTE PROCEDURES, AND THE METHODS AVAILABLE TO RESOLVE
DISAGREEMENTS.
Fair Credit Reporting Act (FCRA) - 15 U.S.C. §1681 et seq.
Right to accurate credit reporting
Right to dispute inaccurate credit information
Right to have disputes investigated within 30 days
Right to receive free credit reports
Right to be notified of adverse actions based on credit
reports
FCRA Section 611 - Procedure in case of disputed accuracy
Electronic Fund Transfer Act (EFTA) - 15 U.S.C. §1693 et seq.
Right to dispute unauthorized electronic transfers
Right to provisional credit during investigation
Right to limit liability for unauthorized transfers if
reported promptly Right to receive documentation of
electronic transfers
Right to stop automatic paymentsEFTA Section 908 - Consumer liability; EFTA Section 909 - Issuance of cards
Truth in Lending Act (TILA) - 15 U.S.C. §1601 et seq.
Right to dispute billing errors
Right to withhold payment for disputed amounts during
investigation Right to receive corrected billing
statements
Right to clear and conspicuous disclosure of credit
terms
TILA Section 161 - Correction of billing errors
Fair Debt Collection Practices Act (FDCPA) - 15 U.S.C. §1692 et seq.
Right to dispute the validity of a debt
Right to request debt validation
Right to be free from harassment and abusive practices
Right to request that collection activities cease
FDCPA Section 809 - Validation of debts
California State Laws Protecting Your Rights
California Civil Code §1785.26 - Negative Credit Reporting Notice
Right to receive notice before negative credit reporting
Right to notification of potential credit consequences
California Consumers Legal Remedies Act (CLRA) - Civil Code §1750 et seq.
Right to protection from unfair business practices
Right to seek damages for deceptive practices
Right to attorney's fees in successful CLRA actions
California Unruh Civil Rights Act - Civil Code §51 et seq.
Right to equal treatment regardless of protected
characteristics Right to accommodation for disabilities
California Financial Information Privacy Act - Financial Code §4050 et seq.
Right to privacy of financial information
Right to control sharing of personal financial data
LEGAL FRAMEWORK AND YOUR RIGHTS
Federal Laws Protecting Your Rights
Your Fundamental Consumer Rights
Right to Fair Treatment: To be treated fairly and without discrimination
Right to Information: To receive clear, accurate information about your account
Right to Dispute: To challenge errors and seek correction
Right to Investigation: To have disputes investigated promptly and fairly
Right to Appeal: To appeal unfavorable dispute decisions
Right to Representation: To be represented by an attorney
Right to Regulatory Complaint: To file complaints with regulatory agencies
Right to Legal Action: To pursue legal remedies in court
TYPES OF DISPUTES AND APPLICABLE LAWS
Credit Reporting Disputes (FCRA)
What You Can Dispute:
Inaccurate payment history or late payment reporting
Incorrect account balances or credit limits
Wrong personal information (name, address, SSN)
Accounts that don't belong to you
Outdated negative information (older than 7 years)
Account status errors (current vs. delinquent)
Electronic Payment Disputes (EFTA/Regulation E)
What You Can Dispute:
Unauthorized electronic transfers from
your account Incorrect transfer amounts
Transfers to or from wrong accounts
Duplicate or multiple transfers
Transfers not properly authorized
Processing errors or system malfunctions
Your Rights: Under FCRA Section 611, we must
investigate within 30 days and provide written results.
Our Obligation: We must report only accurate
information and correct errors promptly.
Your Rights: Under EFTA Section 908, you have limited
liability if you report promptly.
Liability Limits: $0 if reported before first statement;
$50 if reported within 60 days; $500 if reported after 60
days.
Our Obligation: We must investigate within 10 business
days and provide provisional credit if warranted.
Billing Error Disputes (TILA/Regulation Z)
What You Can Dispute:
Charges for goods or services not delivered Mathematical
or computational errors
Payments or credits not properly applied
Charges for which you request clarification
Incorrect interest or fee calculations
Your Rights: Under TILA Section 161, you may withhold
payment of disputed amounts during investigation. Our
Obligation: We must acknowledge your dispute within 30
days and resolve within 90 days.
Debt Validation Disputes (FDCPA)
What You Can Dispute:
The existence or amount of the debt
Your responsibility for the debt
The creditor's right to collect
The accuracy of the debt amount
Your Rights: Under FDCPA Section 809, you have 30 days
to dispute after initial collection notice.
Our Obligation: We must provide validation of the debt
and cease collection until validation is provided.
HOW TO FILE A DISPUTE - MULTIPLE METHODS
Dispute Contact Methods
Method 1: Telephone Disputes
Primary: (888) 789-1887 (24/7 automated system, live
agents Mon-Fri 8AM-6PM PST) Dispute Hotline: (888)
789-1887, Option 3
Spanish Language: (888) 789-1887, Option 9
TDD/TTY: 711 (Relay Service)
Method 2: Written Correspondence
Mail: Primeak - Dispute Resolution Department, 40 N
Altadena Dr Ste 105, Pasadena, CA 91107
Certified Mail Recommended for important disputes
Include: All required information and supporting documents
Method 3: Electronic Submission
Email: info@primeak.com
Secure Portal: primeak.com/disputes (login required)
Mobile App: Primeak Mobile App - Dispute Section
Fax: (415) 426-1641 (confirmation recommended)
Method 4: In-Person
Office Visit: By appointment only
Address: 40 N Altadena Dr Ste 105, Pasadena, CA 91107
Schedule: Call (888) 789-1887 to schedule
Step-by-Step Dispute Filing Process
1. Immediate Contact
Contact us immediately upon discovering an error
Call our dispute hotline for urgent issues
Document the date, time, and representative you speak with
2. Gather Required Information
Your account number and personal identification
Specific details of the disputed item
Supporting documentation (bank statements, receipts, etc.)
Description of the resolution you seek
3. Submit Formal Dispute
Choose your preferred submission method
Complete all required information
Include copies (not originals) of supporting documents
Keep copies of everything you submit
4. Receive Acknowledgment
We will acknowledge receipt within required timeframes
You will receive a dispute reference number
We may request additional information if needed
5. Investigation Process
We will conduct a thorough investigation
We may contact you for clarification
Provisional credit may be provided for qualifying disputes
6. Resolution and Response
We will provide written results within legal timeframes
Account corrections will be made if error is found
You will be informed of appeal rights if applicable
Full legal name (as it appears on the account) Account
number or loan number
Social Security Number (last 4 digits minimum) Date of birth
Current contact information (phone, email, address)
Dispute Specifics:
Clear, detailed description of the error or dispute
Specific date(s) when the error occurred
Exact amount in dispute (if applicable)
Reference numbers or confirmation numbers
Names of any representatives you've spoken with Previous
Explanation and Resolution:
Why you believe there is an error
What you believe the correct information should be What
resolution or correction you are requesting Any
deadlines or urgency factors
REQUIRED INFORMATION FOR EFFECTIVE DISPUTE RESOLUTION
Essential Information Required
Account Identification:
Supporting Documentation Guidelines
Financial Documents:
Bank statements showing relevant transactions
Canceled checks or money order receipts
Electronic payment confirmations
Credit card statements
Wire transfer receipts
Communication Records:
Previous correspondence with Primeak
Email confirmations or notifications
Text message screenshots
Phone call logs with dates and times
Online account screenshots
Identity and Authorization:
Government-issued photo ID (copy)
Power of attorney (if acting for someone else)
Estate documentation (for deceased account holders)
Court orders (if applicable)
Third-Party Documentation:
Credit reports from all three bureaus
Police reports (for identity theft)
Medical records (for hardship situations)
Insurance documentation
Legal pleadings or court documents
INVESTIGATION PROCEDURES AND LEGAL TIMELINES
Legal Response Timeframes
Acknowledgment Requirements:
Phone Disputes: Immediate acknowledgment during call
Written Disputes: Within 2 business days of receipt
Electronic Disputes: Within 1 business day of receipt
In-Person Disputes: Immediate acknowledgment with documentation
Investigation Completion Deadlines:
FCRA Credit Reporting Disputes: 30 days (45 days if additional
information provided)
EFTA Electronic Payment Disputes: 10 business days (45 days
for new accounts)
TILA Billing Error Disputes: 30 days to acknowledge, 90 days
to resolve
FDCPA Debt Validation: Must cease collection until validation
provided
Complex Multi-Agency Disputes: Up to 120 days with written
notification
Provisional Credit (EFTA Disputes):
Within 1 business day for disputes reported within 1 business day
Within 10 business days for other qualifying disputes
Maintained during entire investigation period
May be reversed if no error is found (with 5-day advance notice)
Our Investigation Process
Phase 1: Initial Review and Assignment
Dispute logged in our system with unique reference number
Assigned to qualified dispute resolution specialist
Account flagged to prevent adverse reporting during
investigation Initial assessment of dispute type and
applicable laws
Phase 2: Information Gathering
Comprehensive review of account history and records
Analysis of transaction logs and system records
Contact with relevant third parties (banks, processors,
etc.) Collection of all relevant documentation
Request for additional information from customer if
needed
Phase 3: Investigation and Analysis
Detailed examination of all evidence and documentation
Comparison of disputed information with source records
Verification of transaction processing and posting
Assessment of system errors or processing malfunctions
Legal compliance review
Phase 4: Decision and Resolution
Determination based on preponderance of evidence
Account corrections implemented immediately if error
found Credit bureau corrections initiated if applicable
Refunds or credits processed if warranted
Documentation of all findings and actions taken
Phase 5: Customer Notification
Written response prepared with detailed findings
Explanation of decision and supporting evidence
Information about appeal rights if applicable
Regulatory contact information provided
Company Rights and Protections
Investigation Standards:
We investigate disputes based on preponderance of evidence
We are not required to accept customer assertions without
supporting evidence We may rely on our records if they are
complete and accurate
We may request additional documentation to complete
investigation
Frivolous or Abusive Disputes:
We reserve the right to decline investigation of frivolous
disputes Repeated disputes of the same item without new
evidence may be declined Disputes made in bad faith or to
delay payment may be rejected
We may charge fees for excessive or abusive dispute
activity
Documentation Requirements:
We may require notarized affidavits for certain disputes
Original documents may be required for verification
We may require police reports for fraud or identity theft
claims Incomplete disputes may be closed without
investigation
Account Management During Disputes:
Undisputed amounts remain due and payable during
investigation Interest may continue to accrue on all
balances
We may place holds on accounts for protective purposes
Collection activities may continue for undisputed portions
DISPUTE LIMITATIONS AND COMPANY PROTECTIONS
Time Limitations for Filing Disputes
Electronic Payment Disputes (EFTA):
Must report unauthorized transfers within 60 days of first
statement Failure to report within 2 business days
increases liability to $50 Failure to report within 60
days increases liability to $500
No liability protection after 60 days from statement
Billing Error Disputes (TILA):
Must be reported within 60 days of first statement containing
error Late reporting may result in loss of dispute rights
Must be in writing for full protection
Credit Reporting Disputes (FCRA):
No specific time limit, but disputes should be made promptly
Stale disputes may be more difficult to investigate
Supporting documentation may become unavailable over time
Debt Validation (FDCPA):
Must request validation within 30 days of initial collection
notice
Late requests may still be honored but are not legally
required
Dispute Resolution Limitations
Scope of Investigation:
Investigations limited to specific items and time periods
in dispute We are not required to investigate entire
account history
Systemic reviews may be conducted at our discretion Third-
party verification may be limited by their cooperation
Resolution Authority:
Our decisions are based on available evidence and legal
requirements
We cannot provide resolutions that violate legal or
contractual obligations Requests for excessive damages or
punitive actions may be declined Resolution authority is
subject to regulatory oversight
Communication Limitations:
We may limit discussion of ongoing investigations Legal
counsel may restrict communication in certain cases
Confidentiality requirements may limit information
sharing Multiple representatives may not be permitted
simultaneously
EXTERNAL REGULATORY RESOURCES AND LEGAL REMEDIES
Federal Regulatory Agencies
Consumer Financial Protection Bureau (CFPB)
Website: consumerfinance.gov
Phone: 1-855-411-2372
Online Complaint: consumerfinance.gov/complaint
Mail: Consumer Financial Protection Bureau, P.O. Box
4503, Iowa City, IA 52244 Jurisdiction: All federal
consumer financial laws
Federal Trade Commission (FTC)
Website: ftc.gov
Phone: 1-877-FTC-HELP (1-877-382-4357)
Online Complaint: reportfraud.ftc.gov
Jurisdiction: Unfair or deceptive practices
Federal Reserve Board
Website: federalreserve.gov
Consumer Complaints:
consumercomplaints.federalreserve.gov
Phone: 1-888-851-1920
Jurisdiction: Banking regulations and consumer
protection
Credit Reporting Agencies
Experian
Website: experian.com
Dispute Phone: 1-888-397-3742
Online Disputes: experian.com/disputes
Mail: Experian Consumer Dispute Center, P.O. Box 4000,
Allen, TX 75013
Equifax
Website: equifax.com
Dispute Phone: 1-800-685-1111
Online Disputes: equifax.com/personal/credit-report-services
Mail: Equifax Consumer Dispute Center, P.O. Box 740256,
Atlanta, GA 30374
TransUnion
Website: transunion.com
Dispute Phone: 1-800-916-8800
Online Disputes: transunion.com/credit-disputes
Mail: TransUnion Consumer Dispute Center, P.O. Box 2000,
Chester, PA 19016
APPEALS PROCESS AND ESCALATION PROCEDURES
Internal Appeals Process
Who Can Appeal:
Primary account holder or authorized representative
Co-borrower with documented authority
Legal representative with power of attorney
Estate representative with proper documentation
Appeal Requirements:
Must be submitted within 60 days of dispute resolution
notice Must be in writing with specific reasons for
disagreement Must include new evidence or point to
overlooked evidence Must reference original dispute number
Must include signature and date
Appeal Review Process:
Review by senior manager not involved in original decision
Independent examination of all evidence and documentation
Additional investigation if warranted by new evidence
Final written decision within 30 days of appeal receipt
Explanation of decision and any corrective actions
Appeals Submission Methods
Written Appeals:
Mail: Primeak - Appeals Department, 40 N Altadena Dr Ste
105, Pasadena, CA 91107 Email: info@primeak.com
Subject Line: "Dispute Appeal - [Original Dispute Number]"
Fax: (415) 426-1641 (mark "APPEAL" prominently)
Required Appeal Information:
Original dispute reference number
Date of original dispute resolution
Specific reasons for disagreeing with decision New
evidence or documentation
Requested resolution or correction
California State Regulatory Agencies
California Department of Financial Protection and
Innovation (DFPI)
Website: dfpi.ca.gov
Phone: 1-866-275-2677
Email: ask.dfpi@dfpi.ca.gov
Online Complaint: dfpi.ca.gov/file-a-complaint Mail: DFPI
Consumer Services, 2101 Arena Blvd., Sacramento, CA 95834
California Attorney General's Office
Website: oag.ca.gov Consumer Hotline: 1-800-952-5225
Online Complaint: oag.ca.gov/contact/consumer-complaint-
against-business-or-company
California Public Utilities Commission (CPUC)Website:
cpuc.ca.govConsumer Affairs Branch: 1-800-649-7570
Jurisdiction:Utility-related financial services
Legal Remedies and Additional Rights
Private Legal Action:
Right to consult with and hire an attorney
Right to file lawsuit in state or federal court
Right to seek actual and statutory damages under
applicable laws Right to attorney's fees in
successful consumer protection actions Right to
jury trial (subject to arbitration agreements)
Alternative Dispute Resolution:
Small claims court for disputes under
jurisdictional limits Mediation services through
local bar associations Arbitration (if required
by loan agreement)
Consumer advocacy organizations
Class Action Rights:
Right to participate in class action lawsuits
(subject to arbitration agreements) Right to be
notified of class action settlements
Right to opt out of class action settlements
Right to object to inadequate settlements
Military Service Member Protections
Servicemembers Civil Relief Act (SCRA) Rights:
Interest rate reduction on pre-service debts to 6%
Protection from default judgments
Stay of court proceedings during military service
Protection from foreclosure during military service
Military Lending Act (MLA) Protections:
36% APR cap on certain types of credit
Prohibition on certain fees and charges
Required clear disclosure of military rights
How to Request Military Protections:
Contact us at (888) 789-1887
Provide copy of military orders or verification
Submit written request for specific protections
We will respond within 5 business days
Elderly and Disabled Consumer Protections
Americans with Disabilities Act (ADA) Accommodations:
TTY/TDD services available through 711 relay
Large print documents upon request
Extended time for dispute responses if needed
Alternative communication methods
Elder Abuse Prevention:
Enhanced verification procedures for account
changes Reporting suspected elder financial abuse
to authorities Cooperation with Adult Protective
Services investigations Special handling of
disputes involving potential exploitation
SPECIAL CIRCUMSTANCES AND ADDITIONAL PROTECTIONS
Identity Theft and Fraud
Protection
If You Are a Victim of Identity Theft:
Contact us immediately at (888) 789-1887
File police report and obtain report number
Place fraud alert with credit reporting agencies
Submit FTC Identity Theft Report at identitytheft.gov
Provide us with identity theft affidavit and supporting
documentation
Our Identity Theft
Response:
Immediate account freeze upon verification
Expedited investigation (typically within 5 business
days) Removal of fraudulent charges and fees
Credit bureau notification for correction
Written confirmation of account closure if necessary
Required
Documentation:
Government-issued photo identification
Police report or report number
FTC Identity Theft Report
Signed affidavit under penalty of perjury
Any other supporting evidence of identity
theft
Record Keeping and Retention
Our Record Retention:
Dispute Records: Maintained for minimum 7 years after
resolution Investigation Files: Complete documentation
preserved indefinitely Correspondence: All written and
electronic communications retained
Audio Recordings: Phone calls recorded and retained per
legal requirements Supporting Evidence: All documentation
and evidence preserved
Your Right to Access Records:
Right to obtain copies of your dispute file
Right to review investigation findings and evidence
Right to receive recordings of your phone calls
Reasonable fees may apply for extensive copying
Records provided within 30 days of request
Privacy and Confidentiality
Information Protection:
All dispute information treated as confidential
Limited sharing only as required by law or investigation
Secure transmission and storage of all documents Employee
access limited to need-to-know basis
Third-party sharing only with your written consent
Communication Privacy:
Dispute information discussed only with authorized
inpiduals Verification procedures required for phone
discussions Written authorization required for third-
party representation Court orders and subpoenas honored
as required by law
RECORD RETENTION, PRIVACY, AND FINAL PROVISIONS
© 2025 Primeak. All rights reserved.
40 N Altadena Dr Ste 105, Pasadena, CA 91107
Customer Service: (888) 789-1887 | Disputes: disputes@primeak.com | primeak.com
NMLS ID: 2588911 | California DFPI License: 11481-99
This comprehensive dispute policy complies with FCRA, EFTA, TILA, FDCPA, and California state laws.
Last Updated: January 2025 |Version: 2.0
