Challenge Financial Services

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

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

We apologize that Mr [redacted] did not have a positive experience with Challenge FinancialAfter 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 repossessionEach issue is discussed in detail belowWe hope this response will address Mr [redacted] 's concernsI 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 professionalismComplaints like Mr [redacted] 's are rare and this is the first one we have seen regarding threatening behaviorTo address this issueI 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 situationsThis 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 vehicleThis means Challenge is responsible for administering the loan (i.eSending statements, taking payments, contacting customers, etc.)The dealer retains legal ownership of the vehicle and decides when a vehicle is repossessedIn this case the dealer also placed the order for repossession, and maintained custody of the vehicle after repossessionChallenge did not make the decision to repossess the vehicle, and Challenge did not have custody of the vehicle at any timeThat being said, the timing of the repossession does seem appropriate because the customer was 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/and 3/27/ As to the customer's personal items, we did explain to the customer when he called our offices on 4/4/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/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 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 hours a day! Their answer is unsatisfactory! I cannot stress enough! I want my pay off amount Best Regards, [redacted]

I have reviewed your complaint and I would like to convey that Management takes these types of complaints very seriously and appreciates you bringing this matter to our attentionChallenge Financial Services strives to provide the highest level of customer service I have also reviewed Ms [redacted] ’s account; this debt arises from a motor vehicle contract that was entered into by Ms [redacted] on 2/11/for a GMC Yukon Challenge Financial Services added a month insurance policy added to the account on 10/17/effective until 4/17/due to the lack of proof of insuranceWe received a policy effective 2/27/from USAA Insurance, and have cancelled the remaining policy terms, the account has been credited the amount of $ On 3/3/we received a notice Ms [redacted] reported the vehicle as stolen, and we also confirmed thatMs [redacted] recovered the vehicle from the impound yard the same day Ms [redacted] had filed a claim with USAA and the vehicle was deemed a total loss by her insurance companyOn 4/12/USAA issued a check to Challenge Financial Servicers as the lien holder in the amount of $7,and has been applied to the account leaving a remaining balance of $1,On 4/14/Challenge Financial Services filed a GAP claim for the remaining balance of $1,

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 ALLHowever 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 find that this resolution is satisfactory to me I have already received the paperwork in dispute and consider this complaint resolved Regards, [redacted]

First we apologize to Ms [redacted] 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 ( [redacted] )Under this arrangement [redacted] retained legal ownership and control of the vehicle title Upon 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 below.In 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[redacted] Challenge Financial Loan Servicing [redacted]