Challenge Financial Services Inc

We apologize that Mr. [redacted] did not
have a positive experience with Challenge Financial. After reading
the complaint, it appears Mr [redacted]'s concerns fall into two areas.
First, he feels he was treated unprofessionally by our staff.
Second, he takes issue with...

the handling of his repossession and more
specifically his access to personal items that were in the vehicle at
time of repossession. Each issue is discussed in detail below. We
hope this response will address Mr. [redacted]'s concerns. I am available any time to work with Mr. [redacted] if he would like to
further discuss his complaint.
On the first topic of treatment by our
staff, we work hard to foster a culture that complies with all
aspects of the FDPCA and furthermore treats all our customers with
professionalism. Complaints like Mr. [redacted]'s are rare and this is
the first one we have seen regarding threatening behavior. To address
this issue. I have counseled all our staff members that interacted
with Mr. [redacted]. We did a formal review of the FDPCA regulation and
reinforced that all customers are to be treated with respect and
professional in all situations. This counseling was documented in
each staff members permanent record.
On the second topic of handling of the
vehicle repossession, it is first important to explain that Mr.
[redacted]'s account is only serviced by Challenge Financial on behalf
of the lienholder, SD Mission Auto Sales, the dealer that sold Mr.
[redacted] the vehicle. This means Challenge is responsible for
administering the loan (i.e. Sending statements, taking payments,
contacting customers, etc.). The dealer retains legal ownership of
the vehicle and decides when a vehicle is repossessed. In this case
the dealer also placed the order for repossession, and maintained
custody of the vehicle after repossession. Challenge did not make
the decision to repossess the vehicle, and Challenge did not have
custody of the vehicle at any time. That being said, the timing of
the repossession does seem appropriate because the customer was 52
days past due at the time of the repossession (on or about 4/4/14),
and had broken two promises to pay on 3/7/14 and 3/27/14.
As to the customer's personal items, we
did explain to the customer when he called our offices on 4/4/14 that
we did not have custody of the vehicle and that he needed to contact
the dealer for the location of the vehicle and his personal items.
We then followed up with the dealer on the customer's behalf, and
confirmed that the vehicle was at the dealership.  We asked the dealer to contact the customer to tell them where the vehicle was and to
coordinate picking up personal items.  It is our understanding that the dealer did contact the customer.  As of today, 4/16/14 it is our
understanding that the customer has not made arrangements with the
dealer to pick up any personal items.  If the Mr. [redacted] is having
difficulty working with the dealer we are happy to contact the dealer
on his behalf, but ultimately this is an issue that must be worked
out between the dealer and Mr. [redacted]. 
Sincerely,
[redacted]
Challenge Financial

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to send my lien release form and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I was transferred to them 3 months or so after I bought my Audi A3, my experience with them has been HORRIBLE, to say the least, they have always talked down to me, it feels like I am talking to my mom, the representative that used to help me quit, her name was [redacted], in her place they put [redacted], at extension [redacted], last week, she called because my payment had not arrived, however, I did send my payment via mail 4 days prior, apparently they had not received it yet, and she started threatening me, saying that my car was going to get repoed, and that she could not do anything about it, even though I was not late yet, I did however, pay late a couple times, but since then I have improved considerably,not only do I have to use a system as old as mail to submit my payments, which is not a 100 % safe payment method, but if you try to pay them any other way they charge you !!, my advise to you, if you get your loan handled by Challenge financial, re-finance and get a better APR as soon as you are able, they do not have a reliable payment system, they do not treat their customers with respect, and do not care to.
my Name is Ben and I DO NOT recommend them whatsoever.
Again the account manager is [redacted] at extension [redacted]

My contract due date for payments were agreed on the 6th of each month. Every month I get calls and texts of payment due or delinquent. After about 5 months I'm told my payments are never on time because they are due on the 1st. That is when I realize why they would begin harassing me around the 3rd day of each month. My debit card gets compromised and I tell them I would get the payment in. My payment becomes 31 days passed due and I didn't expect compassion or sympathy, but a little bit of communication and professionalism wold be nice. Then the next day, on 12/7, I go to pay my payment using the "pay near me" card they gave me to use, and its declined. They blocked it so I can not make a payment. I text them asking them to take it off, and I get a negative response. They sent a man to my place of employment to place a note on my car dated 12/5 saying they have been attempting to contact me. I don't understand this because I spoke to someone on 12/6, the day before. I have video of the man walking several times around my car and looking inside my car. This is harassment. After reading several negative reports and reviews about this finance company I don't feel safe.

I just finished paying my car loan with challenge financial, this is the second loan that I pay off with them! I decided to get my second loan with them because of how helpful and nice they are unlike other finance company's like county financial the WORST OF ALL. However my account representative was [redacted] she is so helpful,nice I mean her customer service is just so great!! I would highly recommend getting a car loan with challenge financial to my friends and family because of her and how great my experience was she just made it easy and not stressful.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
No one has called me nor left a message.  Yesterday I received a past due notice AGAIN, the letter also say that this delinquency in my account will be forwarded to the credit bureau thus, making harder for me to be approved from future borrowing.  All my complaints have not been address on the contrary of what this person is writing.  I also complained with [redacted] I was assured by [redacted] that my payment was sent to Challenge Finance Agent.  Maybe if they would have sent the payment slip in timely fashion, just as the continue to send past due account notices, they would have had the money to post in my account.  That however, is their poor practice to which I should not be put at fault nor harassed for.  I have a drawer full of their letters NONE are of my pay off amount!
The Agent is rude and very unprofessional, I am not sure with whom they deal with but she needs to get some manners when talking to me.  What about the name and number of her supervisor I asked for? And How come all this has been explained to you but when I asked I was told that I could not get these info in writing? What about my Pay off amount?  How many months need to go by before I receive this dollar amount and get these less then honest people off my neck?   
I want my pay off amount and I want it in the shortest time frame possible.  This is so far the worst company I have had the displeasure to deal with.  The internet is full of complains just like mine, which it leads me to believe that poor practice is accepted and condone within the company.
All I know that this is costing me more money that I can spend and a lot of hardship, and time that I don't have because I work 9 hours a day!
Their answer is unsatisfactory!  I cannot stress enough! I want my pay off amount. 
Best Regards,
[redacted]

Revdex.com:Ive had a number of billing problems. Originally when the loan funded I sent them 2 payments to have posted in advance. They posted one to the regular payment and one to principal. I called them to clarify my request and the young lady advised they dont take payments in advance. Through the span of 2 years Ive paid and Ive never been late while this office in Phoenix called me, my references, friends, mother in law in a harrassful manner completely violating FDCPA. I finally had to issue a cease and desist. I once again called them about 90 days ago to let them know that due to financial difficulties I would be requesting the payment posted to principal to be posted towards my June or July payment. The young lady ignored my request and told me I had better have a payment in or my vehicle would be repoed! I was 9 days past due!. I immediately filed a complaint demanding the correction and asking for the principal payment to be posted. I receive an extension form??? That's not what I asked for!, now I try to make a payment and my account is locked to force further delinquency. This is malicious and deliberate and I will file a complaint to the attorney general after this.I want to have the principal posted payment reversed and applied as a regular payment. I also want to be able to make my payments. This loan has less than a year to mature and this is ridiculous.
Regards,
[redacted]

We have received and researched the borrowers complaint.
On June 19th, 2014 the borrowers account was purchased from [redacted] ([redacted]). The payment in question was made by the borrower at [redacted]. [redacted] failed to forward the payment to Challenge Financial. The borrower provided receipts of the payment made and it was noted by the CFS agent, but CFS did not have the money to post to the account. All of the subsequent calls made by the CFS agent were to inform the borrower that the payment had still not been forwarded by [redacted]. CFS made numerous attempts to get the payment from [redacted]. The borrower was urged by the CFS agent to contact [redacted] herself and demand that they forward the payment.
Finally on July 31st the payment from [redacted] was received by CFS and immediately posted to the borrowers account. All potential late fees by the system were waived and the payment was noted on her account to the original payment date as provided by the borrower. 
Once it was determined early on that the borrowers payment was made to the wrong company Challenge Financial and its representatives made every effort possible to retrieve the payment. The agent attempted to counsel the borrower to contact [redacted] and demand they forward her payment that belonged to CFS. At no time was the borrower harassed or disrespected. The borrower requested a Supervisor call on June 21st and a call was placed and a message was left on June 22nd by a Supervisor. The borrower was informed that her account was in delinquent status but also assured that her credit would NOT be adversely affected by this incident, but that CFS had a responsibility to let her know the contractual status of her account. The borrower left a similar complaint on the CFS website which has similarly been addressed. CFS and the borrower were both Helpless in this matter.
THIS COMPLAINT SHOULD HAVE BEEN DIRECTED TO "[redacted]", NOT "CHALLENGE FINANCIAL SERVICES".

Challenge Financial Services takes all complaints very seriously and strive to answer all complaints fairly and expeditiously. We have reviewed Mr. [redacted]'s account and found that there have been late charges early in the account. We would also like to clarify that Challenge...

Financial Services does not hold any payments. Please be advised that we have waived all late charges in good faith and that the Mr. [redacted]'s account is now closed. Please feel free to contact me personally if you have any other questions.
Sincerely,
[redacted]
 Challenge Financial Services
 [redacted]
 [redacted] ext [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I have already received the paperwork in dispute and consider this complaint resolved.
Regards,
[redacted]