To change bank information: Email us to request a Bank Change Form at ProviderSupport@hcsaccounts.com, or call us at 800.427.9184. Once you have filled out the Bank Change Form, please upload it and send to Providersupport@hcsaccounts.com
Cross River Bank is a New Jersey state-chartered commercial bank, member FDIC. HCS partners with CRB to provide HCS Account Holder Finance Program accounts.
MetaBank is a federally chartered savings bank, Member FDIC. HCS partners with MetaBank to provide HCS Account Holder Finance Program accounts.
Account Holders can expect the following communications from HCS to ensure they are as successful as possible managing their account.
Account Holders can expect their first statement to be delivered to the address provided at the time of application, approximately 2 weeks after their account has funded.
Account Holders will receive a monthly statement with detailed payment instructions. Payments can be made online, by mail, phone or money order. Autopay can be set up online at Customercare.hcsaccounts.com
Account Holders can visit CustomerCare.HCSLoans.com to change their personal information including address, email or phone number. Select“Account Profile”tab and use the drop-down list to “Change Contact Information”. For all other inquiries call:
8:00 a.m. to 10:00 p.m. EST Monday-Saturday
The first payment due date is approximately 35 days after the Account Holder’s account has been funded.
There is no pre-payment penalty if the full balance is payed off before the term is complete.
Acceptable ID’s are photo-based and include non-expired state issued driver’s license, passport, state ID, U.S. permanent residency card and military IDs with a photo identification number that have been issued by either Department of Defense or Veterans Affairs (VA).
All applicants must follow the following criteria:
A legal U.S. Resident (50 states)
18 years or older
Currently, HCS does not accept co-applicants however, we do accept sponsors. A sponsor is an individual (friend, relative, spouse, etc.) who agrees to complete the application on behalf of the patient and take full responsibility as Account Holder for all payments. If the patient is less than 18 years of age, the sponsor must be their parent or relative.
Installment Loan Products: Pre-qualification will not impact the applicant’s credit score. Once the applicant continues to the application, their credit will be checked. Checking their credit may impact their credit score.
Pre-qualification and decisioning received through the HCS Portal are final. There is no reversal or reconsideration policy. Such applicants will be mailed an explanation of their decline within 30 days of their application. If you believe an applicant was declined due to incorrectly entered information, contact Provider Supportat 800.427.9184.
Pre-qualified applicants have up to 14 days to finalize their application. If there has been a significant change to their credit quality during this period it is possible that their hard credit pull may result in a decline.
Pre-qualified applicants have up to 14 days to finalize their application. Pre-qualification offers are based on a preliminary review of the applicant’s credit history. Fifteen days post pre-qualification, applicants will need to prequalify again.
Approved applications are valid for 30 days. If after 30 days the Account Holder Agreement has not been signed and submitted for funding, the applicant will need to reapply.
HCS offers the largest possible amount at the time of application. No additional funds should be requested.
The e-sign feature does not require Account Holder Agreements to be printed and signed by the applicant. However, it is best to equip your Account Holders with a printed copy of all disclosures encountered throughout the application process.
After completing e-sign, the Account Holder Agreements can be accessed for printing as follows:
After printing, a window will appear with an upload box. Files can be delivered by either dragging and dropping into the box or clicking to select a file to upload. If you need to exit the application, locate the applicant’s record in the Dashboard and click the TRN to return to the upload screen. Once HCS has confirmed receipt of the account documents, the account will enter a “Booked” state, and be submitted for funding. If you are unable to upload, documents can also be emailed to firstname.lastname@example.org or faxed to 704.899.5925.
Funds are released on/within 48 hours of treatment date as specified on the Account Holder’s application. Once funds are released, interest can accrue on the account and the Account Holder is expected to begin repayment. For this reason, HCS encourages all providers to use an accurate and honest treatment date when assisting Account Holders complete their applications.
Treatment date can be changed prior to the finalization of the application. To do this:
Once the application has been finalized, any changes to treatment date will need to be made by calling Provider Support: 800.427.9184. Please note, changes to the treatment date will require the applicant to re-sign the Account Holder Agreement before funds can be released.
Finalized accounts will be released for funding within 48 hours of the “treatment date” as submitted on the application. It may take your bank an additional business day to process the funds. Accounts processed after 4 p.m. EST or on weekends will be released for funding the next business day.
Interest Promotions are always attached to full-term installment products. They are NOT interest-free, rather full-term installment products with the option to repay the full principal balance in a shorter term in exchange for an interest rebate.
Throughout the Interest Promotion period, Account Holders are required to make their minimum monthly payment (including interest). If the principal is repaid before the end of the promotional period, all interest they had paid throughout the life of the loan will have gone toward their principal balance, ultimately ensuring they only pay what they borrowed.
If at any time during the promotional term the Account Holder is in default for any reason as set forth in their Account Holder Agreement, the Interest Promotion feature will become null and void.
For accounts in good standing, if the Account Holder does not pay the entire principal balance by the end of the promotional period, their minimum monthly payment and APR will remain the same throughout the remainder of the account.
Once an account is finalized, you will have 90 days from the funding date to cancel or request a partial refund. Account modifications apply only to unfinalized accounts. You will have 30 days from the application date to request account modifications, including changes to term length, and promotional product.
To request cancellations and changes:
Once your request has been submitted, you will see a notification bar at the top of the Transaction Details page. To cancel your request, select “Cancel Refund Request” within the notification bar.
Please note, only one refund request may be entered at a time.
Currently, we do not offer account consolidation.
Mismatches can often be caused by the following errors.
Please note that spaces and special characters are not allowed in the “First Name” or “Last Name” fields.
If after correcting, the issue does not resolve itself, the application will be placed on “Needs Attention” status and you will be encouraged to call Provider Support: 800.417.9184.
For Name, DOB, and Address mismatches, upload an ID. Please give an HCS representative up to 10 minutes to clear the status and finalize the application. If this status appears after normal business hours, please give HCS until 8:30 am the following business day to resolve.
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HCS loans are unsecured personal loans originated by Cross River Bank, a New Jersey State Chartered Commercial Bank, Member FDIC, Quorum Federal Credit Union, member NCUA, or MetaBank, member FDIC.
Have your questions answered by our knowledgeable Support team.
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