Challenge Financial Services Inc

First we apologize to Ms*** for the delay in providing her vehicle titleIn her case we were acting as the loan servicer on behalf of the auto dealer where she purchased the vehicle (*** ***)Under this arrangement *** *** retained legal ownership and control of the vehicle
titleUpon paying off a vehicle, our policy is to wait days to ensure a final payment is properly settled before informing the dealership to provide the title to the customerIn this case, our records show that we did inform the dealer several times to provide title to the customer (on April 17, May 1, and May 11)We also spoke with the customer on April and May informing her that the dealer had possession of title and she would have to contact the dealerUnfortunately, the dealer was not responsive to our requests or the customerFinally, on June 12th our Vice President for Dealer Relations contacted the dealer and was told the title would be sent next day to the customerWe also contacted the customer and informed them the title was in routeOur understanding is that the customer is now in possession of the title and considers the issue resolved If this is not the case I welcome the customer to contact me directly at the number belowIn order to avoid this issue in the future, we have decided to change our title policy for Loan Servicing accountsWe are reducing the waiting period to days and will have our Vice President of Dealer Relations get involved immediately if we have dealer that is non-responsive to our request to provide the customer with their title*** ***
Challenge Financial Loan Servicing
***

Ms***,
my name is *** *** and I am the Vice President for Challenge Financial Services in Orange California where your account is locatedwe at
Challenge take these type of complaints you have made very seriously and appreciate you bringing this matter to our attentionPlease be advised that I have spoken with representives I believe you may have spoken with and have re-inforced Challenge's position of "customer service first"In addition to this I also referred both individuals for continuing education classes. I do apologize for any inconvienance your experience may have caused and hope this type experience never happens again. should you need any further assistance or would like to speak with me personally either now or in the future please feel free to contact me at ***

I had a car financed And everyone I spoke with all the way to the end was great I spoke a lot with *** he took great care of me Thanks again challenge

Challenge Financial has reviewed your complaint and I would like to extend our sincere apologies for any inconvenience or discomfort your recent experience with our employees may have caused youManagement takes these type complaints very seriously and appreciate you bringing this matter to our
attentionPlease be aware that we have reviewed your file with the employee mentioned and corrective action has been taken to avoid this from re-occurringChallenge Financial strives to provide the highest level of customer service and should anything of this nature happen again please feel free to contact me directlyWe have honored the payoff you were quoted by our representative and your account is now paid in fullThank you for being a valued customer

Ms***, my name is *** *** and I am the Vice President for Challenge Financial Services in Orange California where your account is locatedwe at Challenge
take these type of complaints you have made very seriously and appreciate you bringing this matter to our attentionPlease be advised that I have spoken with representives I believe you may have spoken with and have re-inforced Challenge's position of "customer service first"In addition to this I also referred both individuals for continuing education classes. I do apologize for any inconvienance your experience may have caused and hope this type experience never happens again. should you need any further assistance or would like to speak with me personally either now or in the future please feel free to contact me at ***

Complaint Case #: ***
Consumer: *** ***
Revdex.com,
First and foremost I would like to let you know we take all
complaints very seriouslyUnfortunately, *** *** is no longer employed
with our company, so I was unable to
clarify what exactly happenedThat being
said, Challenge Financial Services has a zero tolerance policy to any type of
unprofessional behaviorI have attempted to contact Ms*** to ensure all
issues were handledMs*** has been a valued customer since April of
and we look forward to the continued relationship
I apologize for any misunderstanding and I make a pledge to
try to meet her customer service needs in the futureShe can contact me
directly in the future at 602-347-extension ###
Sincerely,
*** ***
Branch Manager
Challenge Financial Services

We apologize that the Mr*** did not receive his
statement for May Our system indicates that a statement was generated
and
mailed out as in the pastChallenge Financial sends out statements to all of
its customers every monthIt should be noted however that statements are a
convenience to our customers and are not required by law
Mr*** does have a current balance $due to previous
unpaid late charges and interest accrued due to previous late payments over the
life of his loanChallenge Financial is willing to accept a discounted payment
of $as payment in full on Mr***’s accountWe will also cover any
convenience fee if Mr*** wishes to pay via any of the Challenge Financial
automated systems
Challenge Financial Services is a customer service company
that strives to provide the best customer service possible

Challenge Financial Services takes all complaints very seriously and strive to answer all complaintd fairly and expeditiously.
I have reviewed your account and have mailed the original title to your home address. We would like to extend our sincere apology for any
inconvenience your recent experience may have caused you
Regards,
*** ***
Challenge Financial Services
Compliance Manager
*** *** Ext***

Challenge Financial Services (CFS) is sorry that the borrower feels that they have not been treated fairly, but the facts are stated in our original responseBesides the original communication with the borrower there was no collection activity on this account by CFSCFS did however represent the borrower with *** *** on several occasions and was instrumental in getting the payment in questionWhen the payment was finally received all late fees were immediately waivedDue to the circumstances the customers credit was NEVER in jeopardy which was explained to the borrowerRequests made by the borrower for a supervisor call were placed in a timely manner, although the borrower did not respond for over daysCFS is also sorry that the borrower is dissatisfied with the current balance of her loanThe entire payment history of the borrowers account was reviewed by the Supervisor and was found to be accurateThe Supervisor attempted to explain this to the borrowerAt no time was the borrower treated with disrespect

Management takes these types of complaints very seriously; Challenge Financial Services strives to provide the highest level of customer service. I have received a phone call from you on October 24th in which we reviewed your account and cleared up the confusion about your due date which is
the 9th of each month I offered to assist you with a change to your due date however you have opted retain this same due date. We also discussed the fact that we have not made any attempts to reach you at your work since we did not have your updated employment informationI appreciate you brining this to our attention and the opportunity to speak with you to settle this complaint *** *** Compliance Manager Challenge Financial Services Ext ***

Challenge Financial Services takes all complaints very seriously, and I apologize for the dealy in response due to the amount of research involed with this complaint
Ms*** is correct in that an original lien release was issued to her, and that Challenge Financial Services was removed as the
lien holder. Somehow the CaDMV put Challenge Financial Services back on as the lien holder
Please be assured that we have mailed a new lien release to Ms*** and have mailed it to the home address provided to the Revdex.com. Please feel free to contact me directly should you have any additional questions
Regards
*** ***
Challenge Financial Services
Compliance Manager
Ext ***

I am a happy customer with Challenge Financial I love the San Diego branch

I have reviewed your complaint and I would like to extend our sincere apologies for any inconvenience or discomfort your recent experience with our employees may have caused you. Management takes these types of complaints very seriously and appreciates you bringing this matter to our
attention. Challenge Financial Services strives to provide the highest level of customer service. I have also reviewed your account with you on the phone and have explained that on or about May the payment on your account was short by $82.83, and that the $our representative had requested was to save the account from moving into a day delinquent status. As of the date of this response, your account remains due for the June 26th payment, and you have made a commitment to make the payment on July 22nd. I have forwarded your account to the
Branch Manager in our Phoenix office, *** ***. *** will gladly assist you with your account in the future
Sincerely,
*** ***
Compliance Manager
*** *** Ext***

Challenge Financial Services takes all complaints very seriously, and I apologize for the dealy in response due to the amount of research involed with this complaint
Ms*** is correct in that an original lien release was issued to her, and that Challenge Financial Services was
removed as the lien holder. Somehow the CaDMV put Challenge Financial Services back on as the lien holder
Please be assured that we have mailed a new lien release to Ms*** and have mailed it to the home address provided to the Revdex.com. Please feel free to contact me directly should you have any additional questions
Regards
*** ***
Challenge Financial Services
Compliance Manager
Ext ***

We apologize for your disappointment in the handling of your accountAt Challenge Financial, we take customer complaints very seriously and hope that we can use them as a learning tool to help improve our customer's experience with our companyOur Collection Manager has reviewed your complaint
and transferred your account to another Representative as you requestedShe also reviewed your accusations with your previous RepresentativeAs part of our desire to improve your experience with our company, we enroll all of our Representatives in ongoing sensitivity training and record all complaints in their personnel fileWe also incent our employees who receive customer compliments to encourage them to provide a good experience for our customers. We appreciate your taking the time to contact us so that we are aware of the need to review our policies and procedures and attempt to improve our customer's experience with our companyIn the future, please contact your new Representative should you need some extra time to make a payment and feel free to contact our Collection manager, Aurora, should you be disappointed in any experience you have with our companyOnce again, I apologize for your disappointment in our handling of your account and I hope that any future contact will be more pleasant

***
Thank you for taking my call today
My last correspondence with San Diego Revdex.com was with *** *** and *** *** on 12-12-At the time I forwarded all the requested documents by the borrower that were sent to her twice before, A PDF of those documents is attached to this emailAdditionally a copy of the cover letter that we sent to the borrower for the third time is attached
It is my understanding that these were the items the borrower was demanding and since that time there has been no incident
Please be aware that the borrowers account has been flagged as a supervisor only account and there is no record of incident since that times
Please respond that you have received this and it is sufficient to bring closure to this case
Regards,
*** ***
Challenge Financial Services, Capital Group

Our experience with challenge was good; we would recommend to family and friends

First we sincerely apologize for any
unprofessional treatment this customer received from Challenge
Financial employeesThere is never an excuse to treat customers
unprofessionally and we have reprimanded the employees involved with
this account
"margin-bottom: 0in">
In response to [redacted] reporting, it appears all
our reporting on this account has been accurateThe customers report is out of date We stopped reporting to [redacted] in April
due to the previous complaint the customer lodged (Revdex.com Complaint
#[redacted])It is our policy to stop all credit reporting when a
customer disputes the status of their account to avoid reporting
errorsThis avoided the customer receiving a Repossession and
Charge-off report that would have been accurate, but would have
severely damaged their creditThis current compliant is the first
time we have been made aware that the customer had a dispute with
their credit reportAt the customer's option we can begin reporting
on their credit again but that would likely hurt the customer's
creditAlternatively we can remove their credit report completely,
but the customer must contact us so we know how to proceed
On the repossession of the customer's
vehicle, it is important to understand Challenge provided loan
servicing on this account, which means the Dealer (SD Mission Auto
Sales) that sold the vehicle and originated the loan retained
ownership (lienholder status), and paid Challenge to administrate the
loanIn this case, Challenge had no involvement in the decision,
ordering, or carrying out of the RepossessionWe were unable to
furnish documents or information regarding the repossession because
we had no access to that informationOur staff noted in our system
at the time that they informed the customer that they needed to
contact the dealer in regards to the repossession, but clearly we did
not sufficiently communicate and convey that fact
We apologize once again that the
customer had a bad experience with Challenge FinancialWe will use
this as an opportunity to improve in both our professionalism and clear communication skillsI welcome speaking with the customer at
anytime to ensure we bring this issue to an agreeable conclusion
[redacted]
Challenge Financial
[redacted]

"margin: 0in 0in 0pt;" class="MsoNormal">Complaint Case #: [redacted]
Consumer: [redacted]
Revdex.com,
First and foremost I would like to let you know we take all
complaints very seriouslyUnfortunately, [redacted] is no longer employed
with our company, so I was unable to clarify what exactly happenedThat being
said, Challenge Financial Services has a zero tolerance policy to any type of
unprofessional behaviorI have attempted to contact Ms[redacted] to ensure all
issues were handledMs[redacted] has been a valued customer since April of
and we look forward to the continued relationship
I apologize for any misunderstanding and I make a pledge to
try to meet her customer service needs in the futureShe can contact me
directly in the future at 602-347-extension ###
Sincerely,
[redacted]
Branch Manager
Challenge Financial Services

"margin: 0in 0in 0pt;" class="MsoNormal">Complaint Case #: [redacted]
Consumer: [redacted]
Revdex.com,
First and foremost I would like to let you know Challenge
Financial Services takes all complaints very seriouslyMs[redacted] states in
her claim she made a payment through bill pay and that we told her we do not
accept itWhat was explained to her was that her due date is on the 5th
of the month and that bill pay usually takes about 5-days to send the payment
to usThe main concern was the fact that a late fee would be assessedWe
received Ms[redacted]'s payment on 02/18/and it showed the payment had been
submitted on 02/10/Unfortunately, we have no control of Ms[redacted]'s bank
and when and how they will submit her paymentI have also reviewed her account
and we have never had any issues with Ms[redacted] so I don't understand why she
would feel she was being harassedThe telephone numbers given to us by her
have been changed or disconnected so we were trying to get in touch with her to
verify the payment was made and to update her new informationI apologize for
any misunderstandings with my employees
I have flagged Ms[redacted]'s account to ensure no future
calls are made to herIf she needs to communicate with us she can feel free to
call me directlyI am the Branch Manager and my direct number is [redacted]
extension [redacted] or at my cell phone [redacted]I have also submitted for a due
date change free of charge to the 15th of the monthSo her next due
date will be 03/15/
I apologize for any misunderstanding and I make a pledge to
try to meet her customer service needs in the future.
Sincerely,
[redacted]
Branch Manager
Challenge Financial Services