Kenneth Janning & Sons Inc

In response to consumer complaint, we have been able to review your account and Prestige is willing to lower the Interest Rate an additional .25% on the account.? This will take in affect in hours.? We have been unsuccessful in communicating with the consumer at this time.? If the consumer has any other further questions or concerns I do encourage her to contact the Compliance Specialist --Kacee P*** -- ###-###-#### ***

In response to this rejection, I believe we have addressed all of Mr***’ concerns based on my review of the fileAdditionally, the account has not been sent to a collection agencyOur internal notes have been reviewed which corroborate the agreement for the month extension, as well as the acceptance of a lower payment not being agreed to as a permanent change ? If Mr*** has any other questions or concerns I would encourage him to reach out to me directlyKathryn D***, Compliance Specialist for Prestige ??" 801-844-or kd***@gopfs.com

In response to this complaint, I have reviewed the account notes, text messages, and payment historyI apologize for any inconvenience that may have been caused by the miscommunication that occurred on the account Based on my review, on July 10th the account manager reached out to see if Ms
*** would be able to make her payment on July 26, Ms*** responded that she could not make the payment until that date which the account manager understood as an authorizationBased on Ms***’s request her bank account information has been removed from our systemWe value Ms*** as a customer and would like her to have a positive experience going forward If she has any other question or concerns I would encourage her to reach out to me directlyKathryn D***, Compliance Specialist for Prestige ??" 801-844-or kd***@gopfs.com

Complaint: ***
I am rejecting this response because:? My credit report has now been updatedHOWEVER, because you reported my payments late for those months by accident, it has dropped my credit score? significantlyJust because you have updated to show that my payments were not late, even thought you FIRST reported them to be, my credit score can not be adjusted to where I was before.Therefore, I am requesting some type of compensation for your mistake
Sincerely,
*** ***

In response to this consumer complaint,? I have personally reached to Mrs*** in regards to her concerns.? As of today the? Mrs***'s account is current and she currently received the Fresh Start Program as agreed too.? I have also send Mrs*** an? account statement
that will show how each? payment has been applied to her account and what the current status of her account? is.? ? Mrs*** is more than welcome to? contact the Compliance Specialist with any questions or concerns ? ??" Kacee P*** ??" ###-###-#### or ***

In response to this complaint, I have reviewed the account notes, emails, as well as our interest accrual policyHaving analyzed the matter, I believe we have followed all applicable policies Based on my review, on August 9th, Ms*** contacted our office and informed our representative
she had lent her vehicle to a third party, it was totaled in an accident, there was no insurance on the vehicle, and it had been seized by the policeThere was a discussion regarding a possible GAP claim as well as the past due status of the accountShe was informed that the GAP policy may only apply if the vehicle was totaled and would not cover past due paymentsMs*** indicated that a payment would be made on August 18, Ms*** was then contacted by an insurance claims representativeThe representative asked for a damage estimate to help evaluate whether it was totaled and to help file a claimOur insurance claims representative was not able to get a damage estimate? An email was sent to Ms*** on September 19, following up on the account as t as the August 18, payment was never receivedOn September 25th, Ms*** informed the us ? that she would make a payment when she couldMs*** then contacted our insurance claims representative on September 29th, and stated she would be sending in a payment via Money GramThe insurance representative informed her that she does not handle any payments or payment arrangements but would notate the accountShe was also informed that in order for a GAP claim to be filed they would need proof the vehicle was a total loss? I would like to apologize if any communication caused Ms*** to feel insulted or threatenedA block has been placed on the account restricting any contact from Eric Yeo including emails In consideration of the credit reporting concern, we still have not received a payment on the account since May and the account status has been reported according to the FCRAAdditionally, as there is an outstanding balance interest continues to accrue? If Ms*** has any other questions or concerns I would encourage her to reach out to me directlyKathryn D***, Compliance Specialist for Prestige ??" 801-844-or kd***@gopfs.com

In response to this complaint, I have reviewed the account notes, payment history, phone calls, and text messagesHaving analyzed the matter, I believe we have followed all applicable laws and am unable to corroborate Mrs***’s claims that unauthorized payments were taken out of her account
Based on my review, there were two occasions in which Mr*** set up multiple payments over the phoneThe first occasion took place on October 5th, During the course of this phone call the customer indicated he would like to set up ACH or electronic payments to avoid paying the processing fee for a credit card transactionMr*** agreed to a series of postdated payment for October, November, December, and JanuaryThe second occasion took place on August 7th, during the course of this phone call Mr*** agreed to a payment for August as well as a payment for SeptemberOur payment disclosure was read on both occasions and Mr*** agreedWe value the ***’s as customers and would like them to have a positive experience going forwardI have placed a block on their account stating that no more than one ACH payment should be set up during future phone callsIf Mrs*** has any other questions or concerns I would encourage her to reach out to me directlyKathryn D***, Compliance Specialist for Prestige ??" 801-844-or kd***@gopfs.com

In response to this complaint, I have reviewed the account notes, and payment informationHaving analyzed the matter, I am able to confirm the payment in question was processed on the incorrect date and would like to offer an apology on behalf Prestige for any inconvenience that may have been
caused Based on my review, Mr*** sent an email to our office on October 20th requesting to move the payment from October 20th to October 30thHowever, the payment was not cancelledSince the filing of this complaint we have spoken with the consumer and refunded the $feeI also believe that the payment amount question has been resolved If Mr*** has any other questions or concerns I would encourage him to reach out to me directlyKathryn D***, Compliance Specialist for Prestige ??" 801-844-or kd***@gopfs.com ?

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Complaint: ***
I am rejecting this response because: I have evidence that price of the resale DID NOT come off and there are multiple hits to my credit report monthly for this accountIt's listed once but is being report more than once a monthThis needs to be removed from my report immediately
Sincerely,
*** ***

I haven't received any staementsonly the one they sent at the beginning of this cpmplaintIf interest is applied first then principle, then all statements should bevrepetaivebut they are not
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

In response to consumer complaint, Prestige Financial has reached out to consumer and was able to send over documentations to Mr*** on November 25th, Prestige has done everything we can at this point, we have sent email's to consumer as well as to what steps to take at this point Mr*** is welcome to contact us if he needs any further questions or concerns answered He can contact Kacee P*** Compliance Specialist at ###-###-#### We look forward to working with Mr*** in the future

In response to this complaint, I reviewed Ms***’ account including the account notes and the communications between our office and Ms***The manager of our collection department also reviewed the fileI also reached out to Ms*** and spoke with her regarding the complaintThrough the
investigation and subsequent conversation, it was discovered that we had obtained ***’s contact information and authorization to discuss the matter with *** in April When I spoke with Ms*** she confirmed that *** is her spouseMs*** continued to authorize us to contact *** as well as her father *** *** going forwardMs*** can revoke this authorization at any time by contacting our office and we will update her file accordinglyOur system has been updated to restrict all other contacts.? Additionally, it is our policy not to contact third parties if we are in contact with the consumerThe account manager has been retrained on this pointWe also train our account managers twice a year on the FDCPA, which includes consumer contactAs I spoke with the consumer she expressed frustration with one account manager as well as a preference to work with a specific account managerThe file has been updated based on her preference? At the end of our conversation I believe that Ms*** was satisfied with the resolution of her complaint? ? If Ms*** has any additional questions or concerns, I would encourage her to reach out to me directly ??" Grady M***, Compliance Officer for Prestige, 801-844-or ***

In response to this rejection, I believe we have addressed all of Ms***’s concernsOur notes as well as the due date change letter being mailed out serve as documentation that the due date change took place and the disclosure was agreed toAdditionally, it has previously been explained to Ms*** that a due date change does not alter the original contract, and the adjusted payment is not part of GAP’s responsibility as an additional payment would have already been made by the customer prior to the vehicle incidentIf Ms*** has an issue with the way the claim was paid she will need to contact her GAP insurance company directly as they make that decisionIf she would like to speak to someone with Prestige she is welcome to reach out to me directlyKathryn D***, Compliance Specialist ??" 801-844-or kd***@gopfs.com

In response to this complaint I reviewed the account history, notes, and phone calls.? I personally reached out to Mr*** to better understand his situation and to ensure we could resolve his concerns.? Unfortunately, as of today, I have been unable to speak with him.? At this
point we have reassigned the account to a new account manager, and have also placed a block stopping any payment reminders.? We also placed a block on the account so Mr*** will no longer receive email communicationWe value Mr*** as a customer and want him to have a positive experience.? If this does not meet Mr***’s desired resolution or if he has any additional questions or concerns, I would encourage him to reach out to me directly ??" Kathryn D*** ??" Compliance Specialist for Prestige ??" ***

In response to this complaint, I have reviewed the account notes, phone calls, and payment historyHaving analyzed the matter, I believe we have followed all applicable processes and am unable to corroborate Ms***’s claims Based on my review, Ms*** contacted our office on March 7,
for a payoff a quote on her accountThe payoff balance for was provided, along with the per diem rate, and the payment was set up based on the bank information provided by Ms***Since that time the account reflects that Ms*** reset up the payment for the same amount and the account is closedWe appreciate her being our customer and wish her luck in all of her future endeavors If Ms*** has any additional questions or concerns I would encourage her to reach out to me directlyKathryn D***, Compliance Specialist for Prestige ??" 801-844-or kd***@gopfs.com

?
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

?
Complaint: ***
I am rejecting this response because:per your website, ? it says good standing, ? to me that means a person is making their payments from month to month, ? nowhere on it does it state by or before the due date? ?
Sincerely,
*** ***

In response to this rejection, I have been communicating with Ms*** via email and believe we have addressed all of her concernsI provided a breakdown of where the final two payments were allocated and why there was no over paymentI also had a final payment statement mailed out to her ? If Ms*** has any other questions or concerns I would encourage to her to reach out to me directlyKathryn D***, Compliance Specialist for Prestige at 801-844-or kd***@gopfs.com

In response to this complaint, I have reviewed the account, payment history, phone calls, and insurance claim documentsHaving analyzed the matter, I believe we have followed all applicable laws and the balance owed is correct? Based on my review, Ms*** made a total of out of the
payments agreed to on this account prior to the total loss of the vehicleOut of the payments made only of those payments were made on or before the specified due date causing several late fees to be added to the balance as outlined in the contractThe customer also made partial payments during this timeThe total balance, including all of the fees were included in the initial payoff quote provided to the consumer’s insuranceThey may not have been paid by the insurance company due to the $deductible and the aforementioned payment issues ? After reviewing the paperwork provided by the insurance company, it appears that they paid the maximum amount the customers vehicle was worthIt also appears that the GAP claim was denied as the company determined that the value was paid and that the GAP agreement between the company and the consumer did not cover outstanding interest and/or late fees caused by late paymentsWhile the insurance paid most of the balance on the account it did leave a remaining balance ? If Ms*** has any other questions or concerns, I would encourage her to reach out to me directlyKathryn D***, Compliance Specialist for Prestige Financial ??" 801-844-or kd***@gopfs.com.?

In response to this complaint, I reviewed the account history and notes.? I personally reached out to Ms.? *** in an effort to discuss? her concerns and better understand her situation.? Unfortunately, I was unable to speak with the Ms***? ? Ms***
signed up for Rate Reduction in December 2013, about one year after she signed her contract.? One important item of the program is making payments on or before a customers due date.? Since she signed up for this program, Ms*** has been unsuccessful in making her payments on her due date every month? Prestige will continue to honor the rate reduction as long as she follows the requirements of the program, including making her payments on time.? I would encourage Ms*** to contact me with any additional questions or concerns -- Kacee P***, Compliance Specialist for Prestige, ###-###-#### or ***