All Forum Posts by: Taylor Boudreau

Hey @Matt Sicignano! 

I'm sorry for the trouble you had here. It looks like we sent you a response this morning, so let me know if you didn't see that!

It sounds like there may have been some confusion, but I wanted to be sure to clarify. You can deactivate your listings at any time within your account, we explain how here: https://support.cozy.co/hc/en-us/articles/21325367...

In this case to permanently delete a property in Cozy, you do need to reach out to our support team as we want to ensure you're able to preserve your application and/or rent payment history. We have plans to allow you to do this without our assistance soon!

I also wanted to clarify that we do not hold funds, and consequently do not make money floating payments. These funds are never held by Cozy. At the moment, our ACH processing time is about 5 business days as we do not send funds until banks return failed payments to us (typically insufficient funds), however very soon we'll offer must faster ACH processing, likely 2-3 business days. Due to the risk involved with faster payments, there will be an associated fee, but this option is coming soon!

Again, I'm sorry for the trouble and any confusion there, but if you have any other questions or if we can help with anything else, don't hesitate to reach out to us.

Best-

Taylor Boudreau - Cozy

Hi @Jon S.and @Andre Janusz,

We absolutely recognize the need for a useful statement descriptor to be able to reconcile your bank account statements with your owed rent. While banks and particularly credit unions will often show incomplete payment descriptors, we have been working with our payment processor, Stripe, to update these descriptors so they better reflect the payment details we pass to them for more banks.

We expect for this change to at least include a unique payment id ("Cozy #001234567") that is shown in the payment processing email we send each day when payments are sent, as well as in the payment details of each lease. We don't have a timeline for this update yet, but absolutely appreciate the urgency and the need by our landlords in this regard.

Best,

Taylor - Cozy

Hi there @Dan Hatch,

I'm so sorry for your poor experience. I see that my colleague had responded to you on the same day, but if this was missed, I apologize. I can assure you it's not automated and from real people here in Portland, OR, and we strive for responses within 24 hours, 7 days a week.

Regarding the background check processing, some checks will take several business days to process. While most background checks complete within a few minutes, unfortunately county records are not always available via an instant electronic search, so in those cases as researcher does need to work with the county to find and verify records which can take a few business days.  

We're looking to nature of the issues your applicants experienced while completing their applications, and I'll follow up with you via email shortly.

Taylor Boudreau

Cozy Support

@John Morey Jumping in for Gino here! ACH payments currently deposit in about 5 business days with card payments depositing in 1 to 2 business days. January payments were also delayed by 1 extra day due to the New Years being a banking holiday, however February payments sent on the 1st are expected to post on the 5th. 

The reason for the delay is to mitigate risk both for Cozy and for our landlords. Processing payments faster does significantly increase the chance of payment failures being returned by tenant banks after funds are deposited. While debit and credit card payments return these failures immediately, ACH payments take several days to return these failures, most commonly for insufficient funds.

That said, in a couple months we'll roll out a new feature that significantly reduces ACH payment times, and will cut processing time in half.

Taylor

Cozy Support 

@Ryan M.I can definitely appreciate that need, especially taking yourself out of the equation. We've found the vast majority of tenants set up automatically recurring payments, so automatic late fees haven't yet been a significant feature request

It's definitely something we've discussed, but I couldn't yet say if or when it'd be an option. That said, I've passed this on to the team as it definitely helps us make decisions on what to build next.

@Ryan M. Taylor from Cozy support here!

Great question! Late fees aren't automatically added as Dawn mentioned. We provide a little more information on charging for late fees and other items here:

https://support.cozy.co/hc/en-us/articles/20977180...

Please feel free to reach out with any questions as we're always happy to help!