Common Client Questions & Answers

This page is the Common Client Questions &and Answers reference guide for Crowned Credit CSRs. These are the questions that come up most frequently from clients at every stage of the credit repair process. Each answer is written to be clear, empathetic, and CROA-compliant. CSRs should study this page thoroughly so answers flow naturally on calls and in messages.

Program and Process Questions

Q: How long does the credit repair process take?

The timeline depends on several factors including the number of items we need to dispute and how quickly the credit bureaus respond. Many of our clients start seeing positive changes within 30 to 40 days after the first round, but a full credit improvement process typically takes anywhere from 2 to 8 months - sometimes shorter or longer depending on the complexity of your file. We will keep you updated throughout the entire process and send you results via email after each round. Results vary based on individual credit profiles and are not guaranteed.

Q: When will I see my first results?

Results

We beginjust appearingsent afterout your first round of disputes and are now in the firstinvestigation dispute round is processed, typically 30-45 days after enrollment.phase. The credit bureaus have 30 to 35 days to respond to our disputes. Most clients see initial removals in round 1-2, withBy the mostend significant improvements in rounds 2-3. Keep in mindof that theperiod, speedwe ofwill resultsdo dependsa onfull the types of itemsupdate on your report,report and send you the verified results. Near the halfway point you may begin to receive mail from the bureaus - you can upload those letters to the client portal or forward them to us directly.

Q: What exactly is being disputed?

Our dispute team reviews your creditors'full responsecredit times,report across all three bureaus and how manyidentifies items that are inaccurate, unverifiable, or that may be challengeable under the Fair Credit Reporting Act. This includes late payments, collections, charge-offs, repossessions, bankruptcies, and other negative items. We prepare dispute letters for each item and submit them to the appropriate bureaus. Once the bureaus complete their investigation, they are required to remove or correct any item that cannot be verified.

Q: Do I need to bedo disputed.anything We'llduring updatethe process?

Yes, there are a few things that make a big difference. Keep your credit card balances below 30% of each card limit. Make all payments on time during the program. Avoid applying for new credit unless absolutely necessary. Keep your credit monitoring account active and connected. If you afterreceive everyany letters from the credit bureaus, upload them to your client portal or send them to us right away. Outside of that, we handle the dispute work on your behalf.

Q: How do I check my progress?

You can check your progress anytime by logging into your client portal at https://getcrownedcredit.scorexer.com/Portal/login.jsp or through the Credit Tracker mobile app. Your portal shows your current dispute status, previous round withresults, and score history. We also send you a results email after each completed round. If you are not receiving emails, please check your results.spam folder or let us know and we will resend.

Score and Credit Report Questions

Q: My score on Credit Karma is different from what you show. Why?

Credit Karma uses VantageScore while our credit monitoring platform provides your FICO score - the industry standard that lenders actually use when making credit decisions. These two scoring models weigh factors differently which is why you may see different numbers. The scores we track for your progress are your FICO scores as those are most relevant for your real-world goals. Both scores should improve as we remove negative items, but they may never match exactly due to the different models.

Q: Why did my score go down after signing up?down?

It's

Score normal for scores to fluctuate slightlyfluctuations during the dispute process.process are actually very common. When webureaus submitare actively processing disputes, bureausscores maycan temporarily markdip itemsbefore they rebound. Other common reasons include increased credit utilization, new inquiries if you applied for something, or timing of when creditors report to the bureaus. At this stage, we will need to wait for your next updated credit report to fully verify what happened. In the meantime, please avoid applying for any new credit, keep card balances below 30%, and make all payments on time.

Q: When will my score update?

We update your credit report through the monitoring platform every 30 to 35 days. This timing allows us to wait until disputes are fully processed since scores can fluctuate during active investigation periods. Your next update is due in approximately [X] days. You will receive an email notification with results as "soon as it is available, and it will also appear in dispute"your whichclient portal.

Q: Are the removals permanent?

Generally, removals are permanent as long as the bureaus do not receive new information that would cause them to reinsert the account. For example, if a creditor verifies the debt and resubmits it, there is a chance it could reappear. That said, we monitor your file throughout your program and would address any reinsertions during ongoing dispute rounds. Creditors are also legally required to notify you before reinserting any previously removed item.

Billing and Payments Questions

Q: What payment methods do you accept?

We accept Visa, Mastercard, Zelle (jethroa@getcrownedcredit.com), or Cash App (https://cash.app/$crownedcredit2). Amex and Discover are not accepted at this time.

Q: Can I change my billing date?

Yes, we can causeadjust minoryour fluctuations.billing Thisdate to a day of the month that works better for you. Just let us know what date you prefer and our billing team will update it. Please give us at least 3 days notice before your current billing date to ensure the change takes effect before the next charge.

Q: Why am I still getting payment reminders after I arranged an extension?

Those payment reminders are system-generated and will stop automatically once your payment has been processed. Your extension has been noted in our system. You can disregard those automated messages and rest assured your account is temporaryin good standing based on our agreement. Thank you for your patience!

Account and resolvesPortal onceQuestions

Q: I cannot log into my portal. What do I do?

Here are your login credentials for the disputeclient isportal. processed.You Focuscan log in at https://getcrownedcredit.scorexer.com/Portal/login.jsp or through the Credit Tracker app. Username: [INSERT]. Password: [INSERT]. If you are still having trouble, try the password reset option on the long-termlogin trend,page. Let us know if you continue to have issues and we will help troubleshoot.

Q: What is your phone number or address?

You can reach us by phone or text at (336) 310-0090 or by email at info@getcrownedcredit.com. We do not day-to-dayaccept changes.physical mail as we keep all records digital for fast and secure access.

Q: I received a letter from the bureau. What do I do with it?

Good news - you can just keep that letter for your records. No action is needed on your end. If you would like us to review it, you can upload it to your client portal or take a photo and text it to this number. We have forwarded the relevant information to our dispute team and they will take it into consideration for the next round.

Referral and Feedback Questions

Q: How does the creditreferral repair processprogram work?

Here's

Thank ayou simplefor overviewasking! If you refer someone to Crowned Credit, just send us their name, email address, and phone number. One of our process:consultants 1.will Enrollmentreach —out Youto schedule a call. Once they sign up and completetheir payment clears, you will receive a referral bonus - either sent directly to you via Zelle or Cash App, or applied as a credit toward your creditnext analysismonthly intakepayment. 2.Thank Report Pull — We access your credit reports through SmartCredit (read-only) 3. Dispute Strategy — Our analysts identify inaccurate, unverifiable, or negative items 4. Letter Generation — We create dispute lettersyou for targetedspreading itemsthe 5.word Bureau- Processingit —means Bureausa have 30 dayslot to respondour 6. Results Update — We update you with removals and next steps 7. Repeat — We continue rounds until your goals are met

Q: What items can you remove?

We work on removing: collections, charge-offs, late payments, hard inquiries, medical debt, repossessions, bankruptcies, and judgments. Results vary by item type — collections and charge-offs are often the most removable. Late payments on active accounts are the most difficult. We cannot: remove accurate, verifiable information that creditors will verify on dispute.

Q: What's the difference between SmartCredit and my other monitoring app?

SmartCredit provides FICO scores — the scores lenders actually use when making credit decisions. Apps like Credit Karma use VantageScore, which is calculated differently. Your FICO score is the most relevant for getting approved for loans, mortgages, and cards. We use SmartCredit as the primary tool to track your progress because it gives us the most accurate, lender-relevant view of your credit.team!

Q: Can I cancelleave anytime?a review?

Yes.

We would absolutely love that! If you are happy with your experience so far, a quick 5-star Google review goes a long way in helping others find us. You can cancelleave ata anyreview time.here: Underhttps://g.page/r/CfPImaASkEdlEAI/review the- Credit Repair Organizations Act (CROA),Thank you alsoso havemuch the right to cancel within 3 business days of signingfor your servicesupport!

agreement

Results forvary a full refund. After that period, refund eligibility dependsbased on theindividual stagecredit of service. Please contact usprofiles and we'llare walknot you through the cancellation process.guaranteed.