08/24/2026
Daily shenanigans — but also an important reminder for ALL current and future clients. 📢
I’m sharing this situation because it is a perfect example of why we repeatedly ask clients to READ their confirmation email, agreement, and our policies.
Our policy is black and white.
If your tradeline has not reported within 14 days after the statement date, you are required to submit our Non-Posting Form so our team can investigate.
Submitting that form gives us the opportunity to verify the information, determine why the line has not reported, and assist you while your order is still within its active term.
If the tradeline does not report during the first cycle, we allow it to go through the second billing cycle. If it still has not reported by the 7th day after the second statement date, the client may qualify for a refund under our policy.
However, there is also a deadline.
You have 60 days from the first statement date to notify us through the required Non-Posting Form. You cannot wait until your entire term has expired, contact us 90+ days later, and expect us to retroactively investigate an issue that we were never notified about during the service period.
In this particular situation, the client contacted us after more than 90 days stating that the tradeline never reported. When we reviewed the account, there was no Non-Posting Form submitted within the required timeframe, meaning our team was never given the opportunity to investigate or correct the issue while the order was active.
The client was informed of the policy and then stated that they intended to leave negative reviews and report the company.
And that is absolutely their right.
But we also have the right to provide the complete timeline and documentation showing the policies and procedures that were provided to the client.
A negative review does not automatically mean a business failed to provide service. Sometimes it means a customer disagrees with a policy they did not follow.
FOR ALL FUTURE CLIENTS:
Please do not wait until the end of your term to tell us something did not report.
If your tradeline has not appeared within 14 days after the statement date:
➡️ Submit the Non-Posting Form by the 14th DAY.
➡️ Submit it within the required 60-day timeframe.
➡️ Give our team the opportunity to investigate.
➡️ Keep your confirmation email and read the instructions provided to you.
We have policies for a reason. They protect our clients, our cardholders, our brokers, and our company, and we apply them consistently.
We are always willing to help when clients follow the required process and give us the opportunity to do so.
Please read your confirmation emails. Please read your agreements. And most importantly, please contact us within the required timeframe if there is a problem.
— Team TLG
