In response to this complaint we have reviewed the account history and notes.? To comply with Ms***’s request, we have placed a cease and desist on the account.? We apologize for any inconvenience caused by this situation.? Additionally, Ms [redacted] will be refunded for the overpayment on her account
In response to this complaint, I have reviewed the text message in questionHaving analyzed the matter, I have addressed the matter with managementOur Assistant Vice President of the specialized collection department attempted to reach out to Mrs [redacted] in an attempt to address her concern Unfortunately, he was unable to speak to her ? I would like to extend an apology to Mrs [redacted] on behalf of Prestige for the manner in which she was communicated with, and any negative feelings it may have causedWe value her as a customer and would like her to have a positive experience going forwardThe concern has been addressed with Matthew Black directly, there has been an appropriate cease and desist block placed on the account, and there will no future communication from himThe file has been assigned to a new account manager ? If this does not meet Mrs***’ desired resolution or she has any other questions or concerns, I would encourage her to reach out to me directlyKathryn D [redacted] , Compliance Specialist ?" 801-844-or kd [redacted] @gopfs.com
In response to consumer complaint, Prestige Financial has been unsuccessful in reaching Lydia h [redacted] regarding her concerns We are still willing to work with MsH [redacted] but would like to be able to communicate with her to be able to come to a resolution MsH [redacted] is welcome to contact Kacee P [redacted] Compliance Specialist at [redacted] We look forward to working with MsH [redacted] in the future
In response to this complaint, I have reviewed the account notes, payment history, and phone callsHaving analyzed the matter, I believe we have followed all contract stipulationsAdditionally, I reviewed the call on January 27, and was unable to identify any unprofessional or condescending conductRather, the account manager explained the status of the account, our rate reduction program and an option for payment As to the structural damage, we were not a party to the original transaction that took place between the dealership and Mr [redacted] and therefore are unaware of the condition of the vehicleMr [redacted] can reach out to the dealership to review the cars condition If Mr [redacted] has any additional questions or concerns I would encourage him to reach out to me directlyKathryn D [redacted] , Compliance Specialist for Prestige Financial ?" 801-844-or kd [redacted] @gopfs.com
We received the complaint and reviewed the accountThe [redacted] have been long term customers with our office and are nearing the end of their contractDuring most of the life of the account there was one account managerUnfortunately, he is no longer with our office so a new account manager was assigned to the accountThe new account manager did notice that the account had late fees and non-sufficient fund feesMost of these fees were incurred early on in the life of the contract due to late and returned paymentsHowever, as the [redacted] are close to paying off the loan and have been good customers we have waived the feesI have called and spoken with Ms [redacted] and let her know of the resolutionIf they have any additional question they can contact Grady M***, Compliance Officer, at ###-###-####
? Complaint: [redacted] I am rejecting this response because: When I called in initially on 1/10/the person that I spoke to regarding this issue, which you should be able to pull the call and listen to it because he said you keep recorded calls for days, you will be able to hear him tell me there is no documentation besides notes that were put in your system, no call he can pull, no proof besides the notes, that say I agreed to a date changeI was never read a disclaimer agreeing to anything or the date would have never been changedI work for a company that also notates calls and anyone can say anything in that notationIt doesn't mean it was done and that most definitely doesn't count as proof that it happenedI know $of that $is my deductible which I am happy to payBut I am not paying for something that I never agreed toI even had GAP send me the contract you guys sent over and it says the 1st payment for my loan is due 5/28/So that means that you guys sent the wrong contract to GAP in that case.? Sincerely, [redacted] ***
In response to this complaint, I have reviewed the account notes, phone calls, account balance, and payment history with the Vice President of our collections departmentI have also reviewed the information being submitted to the credit reporting agencies with the Assistant Vice President of our Credit Reporting departmentHaving analyzed the matter, I believe we have followed all applicable laws and contract stipulations and I am unable to corroborate Mr [redacted] ’ claims Based on my review the account balance is correctOn December 1, Mr [redacted] entered into a month contract to purchase a vehicleTo date, only of the payments have been madeAdditionally, the payments he made that were below his contracted amount extended the termThird, Mr [redacted] received a day extension on April 14th, allowing him to skip his March, April and May payments and have them added to the end of the loanThese events have led to the accrual of additional interest, as well as several late fees I am unable to locate any instance in which Mr [redacted] was told his loan payment was permanently changed to $a monthPer the conversation in question that took place in April 2015, the consumer was offered a day extensionHe was advised that he could pay the amount of $during the day period to put his account ahead? He was then informed that after the day period he could continue to pay the amount of $until his account was no longer ahead or until he could return to making full payments whichever came firstWe apologize for any inconvenience the misunderstanding may have causedOnce the account was no longer ahead several representatives informed Mr [redacted] the regular payments would need to be made? On several occasions Mr [redacted] stated that he understood, but that he would continue to only pay the partial amount of $a monthIf Mr [redacted] would like to discuss his options he may reach out to his current account manager Heather Hayes In consideration of the credit reporting concern, we have reviewed each trade line from the three individual credit bureaus and all reporting is accurate at this time If Mr [redacted] ’ has any other questions or concerns, I would encourage him to reach out to me directlyKathryn D [redacted] , Compliance Specialist for Prestige ?" 801-844-or kd [redacted] @gopfs.com
In response to this rejection, I believe we have addressed all of Ms [redacted] ’s previous concernsAs requested, her file will be re assigned to a new account manager and she will no longer be contacted by DianaI have also placed a block so she will no longer receive any payment reminders prior to her due dateIf Ms [redacted] has any other questions or concerns I would encourage her to reach out to me directlyKathryn D [redacted] , Compliance Specialist for Prestige ?" 801-844-or kd [redacted] @gopfs.com
In response to consumer complaint, we have placed a block on the account to avoid contacting customer until their account is days past dueWe do encourage customer to contact our customer service department at ###-###-####, to learn more about our Rate Reduction ProgramIf consumer has any further questions in regards to her account she is welcome to contact the Compliance Specialist at ###-###-#### or [redacted] @gopfs.com
In response to this complaint, I reviewed the account history, account statement, and notes.? Having reviewed the matter, I believe we followed all applicable laws.? I personally reached out to Ms [redacted] in effort to discuss her concerns, unfortunately I was unable to speak with her? Based on my review Ms***’s payments are being applied correctlyInterest accrues daily, and as payments are received they apply first to interested then the principal amount.? I contacted our customer service department and verified that Ms [redacted] will received an account statement monthly, the account statement will show how each payment is applied.? We value Ms [redacted] as a customer and want her to have a positive experience.? If Ms [redacted] has any additionally questions or concerns I would encourage her to reach out to me directly -- Kacee P [redacted] Compliance specialist here at Prestige ?" 801-844-or [redacted]
In response to consumer complaint, Prestige has verified that on August 3rd, Mrs [redacted] was explained how an extension works and what it would do to her account She was told by her account manager at that time to follow up with them and let us for sure know if she could make the payment or if she still needed the extension on the account Prestige never gave her the disclose for the extension, therefor unable to approve the extension at this time Prestige at this point has yet to receive payment from consumer We are still willing to work with Mrs [redacted] but we have limited communication with consumer at this point to work our some arrangements Mrs [redacted] is welcome to contact her account manager and set up arrangements on her account If Mrs [redacted] does have any further questions or concerns she is welcome to contact Kacee P [redacted] Compliance Specialist at ###-###-####, we do look forward to working and helping assist Mrs [redacted]
Complaint: [redacted] I am rejecting this response because: I was contacted by Kacee P [redacted] who seems to not have all the correct information pertaining to this matter so I am still being refused my refundI have faxed Prestige the documents proving my allegationsAlso I would like the recorded conversations between me and Prestige Financial's employees from October 2nd thru October 9th to verify all the different comments I have received from their employeesThe fact is the pay off amount I was given on September 29th is good for days so why am I being refused the extra amount that they will receive for the pay off of the vehicle? I was told that I will not received my money back because I made an agreement to make that payment on September 30th but I explained to them that when j made that agreement on September 21st that I was not aware at that time that I would trade in the car on September 29th but these empkoyees remain non-chalant with me about this issueI only want what is due to me and that is the full payment for September.? Sincerely, [redacted] ***
? Complaint: [redacted] I am rejecting this response because: They have not provided evidence that their withdrawals were permissible Sincerely, [redacted]
In response to this complaint, I reviewed the account history and payment history.? We submitted an update to the credit reporting agencies to ensure that Mr [redacted] ’s credit report would get updated.? After conducting our investigation I believe we were able to resolve his issue.? Mr [redacted] ’s is an excellent customer and we want him to have a positive experience.? As such, I personally reached out to Mr [redacted] ’s in an effort to speak with him and better understand his situation so we could meet his desired resolution.? Unfortunately, I have been unable to speak with him.? If Mr [redacted] ’s has any additional questions or concerns, I would encourage him to reach out to me directly ?" Kacee P [redacted] ###-###-#### ?" [redacted]
In response to this rejection, I believe we have addressed all of Ms [redacted] concernsThe attempts to contact the consumer were a direct result of the accounts delinquency, and I am unable to locate any instance in which Ms [redacted] was called more than twice in one dayIn consideration of the email concern, I am able to corroborate the claim that Ms [redacted] was emailed after asking for emails to ceaseI would like to apologize on behalf of Prestige for any inconvenience that was causedThe issue has been addressed with senior management, as well as the individual representatives involved, and a full cease and desist has been placed on the accountUnfortunately, we are unable to change the terms of the original contract and accommodate the consumer request for a lower payment amountHowever, she is welcome to reach out to customer service at 888-822-for instructions on registering for the rate reduction programI am unable to set up automatic payments or payment arrangements if Ms [redacted] needs assistance with these matters she may reach out to her account manager Daniel Maldonado at 801-844- If she has any other questions or concerns I would encourage her to reach out to me directlyKathryn D [redacted] , Compliance Specialist for Prestige ?" 801-844-or kd [redacted] @gopfs.com
In response to Ms [redacted] 's complaint, I have reviewed the account history and notes.? I have placed a cease and desist to prevent any phone calls being to Ms [redacted] s place of employment, per her request.? I have also sent an account statement that provides a detailed breakdown of her payment history.? I apologize for any inconvenience, and hope that the information sent will be helpful in resolving any concerns Ms [redacted] has
In response to consumer complaint, Prestige has been able to investigate the issues addressed by the consumer.? Prestige does apologize for any inconvenience we have caused and we have taken the necessary steps to ensure this does not happen again in the future.? Prestige is more than happy to work with the consumer to ensure the best customer service.? If he receives a response from this complaint I would encourage him to reach out to the Compliance specialist at Prestige, ###-###-#### or [redacted] .? We look forward to assisting the consumer in any way we can
In response to the consumer's complaint, we apologize for any inconvenience we may have causedWe have placed a cease and desist on the account and we will now only be contacting customer by mailIf the customer has any more questions or concerns contact Prestige Financial's Compliance Specialist at ###-###-#### or [redacted] @gopfs.com
In response to this complaint, I have reviewed the payment history and notesHaving analyzed the matter, I again believe we have followed all applicable laws and am unable to validate Ms [redacted] claims ? Based on my review the account balance is correctOn or about December 21, we received the proceeds from the sale on the vehicle of $4,which were applied to the accountThere is a deficiency balance which continues to accrue interestAdditionally, there has not been a payment made on the account since that date ? In consideration of the credit reporting concern, we only report monthlyHowever, each time a item is disputed we investigate the claim and inform the bureaus of the resultMs [redacted] has disputed the item multiple times this year and each time we verify the information and update the bureau with the results of the investigationIt maybe that Ms [redacted] is mistakenly equating dispute results with reporting multiple times? ? ? If Ms [redacted] has any other questions or concerns, I would encourage her to reach out to me directlyKathryn D [redacted] , Compliance Specialist for Prestige Financial ?" 801-844-or kd [redacted] @gopfs.com
? Still have not git a phone call back from themThey leave there numbers on the response but no picks up the call or returns my calls? Complaint: [redacted] I am rejecting this response because: Sincerely, ? [redacted] ***
In response to this complaint we have reviewed the account history and notes.? To comply with Ms***’s request, we have placed a cease and desist on the account.? We apologize for any inconvenience caused by this situation.? Additionally, Ms [redacted] will be refunded for the overpayment on her account
In response to this complaint, I have reviewed the text message in questionHaving analyzed the matter, I have addressed the matter with managementOur Assistant Vice President of the specialized collection department attempted to reach out to Mrs [redacted] in an attempt to address her concern Unfortunately, he was unable to speak to her ? I would like to extend an apology to Mrs [redacted] on behalf of Prestige for the manner in which she was communicated with, and any negative feelings it may have causedWe value her as a customer and would like her to have a positive experience going forwardThe concern has been addressed with Matthew Black directly, there has been an appropriate cease and desist block placed on the account, and there will no future communication from himThe file has been assigned to a new account manager ? If this does not meet Mrs***’ desired resolution or she has any other questions or concerns, I would encourage her to reach out to me directlyKathryn D [redacted] , Compliance Specialist ?" 801-844-or kd [redacted] @gopfs.com
In response to consumer complaint, Prestige Financial has been unsuccessful in reaching Lydia h [redacted] regarding her concerns We are still willing to work with MsH [redacted] but would like to be able to communicate with her to be able to come to a resolution MsH [redacted] is welcome to contact Kacee P [redacted] Compliance Specialist at [redacted] We look forward to working with MsH [redacted] in the future
In response to this complaint, I have reviewed the account notes, payment history, and phone callsHaving analyzed the matter, I believe we have followed all contract stipulationsAdditionally, I reviewed the call on January 27, and was unable to identify any unprofessional or condescending conductRather, the account manager explained the status of the account, our rate reduction program and an option for payment As to the structural damage, we were not a party to the original transaction that took place between the dealership and Mr [redacted] and therefore are unaware of the condition of the vehicleMr [redacted] can reach out to the dealership to review the cars condition If Mr [redacted] has any additional questions or concerns I would encourage him to reach out to me directlyKathryn D [redacted] , Compliance Specialist for Prestige Financial ?" 801-844-or kd [redacted] @gopfs.com
We received the complaint and reviewed the accountThe [redacted] have been long term customers with our office and are nearing the end of their contractDuring most of the life of the account there was one account managerUnfortunately, he is no longer with our office so a new account manager was assigned to the accountThe new account manager did notice that the account had late fees and non-sufficient fund feesMost of these fees were incurred early on in the life of the contract due to late and returned paymentsHowever, as the [redacted] are close to paying off the loan and have been good customers we have waived the feesI have called and spoken with Ms [redacted] and let her know of the resolutionIf they have any additional question they can contact Grady M***, Compliance Officer, at ###-###-####
? Complaint: [redacted] I am rejecting this response because: When I called in initially on 1/10/the person that I spoke to regarding this issue, which you should be able to pull the call and listen to it because he said you keep recorded calls for days, you will be able to hear him tell me there is no documentation besides notes that were put in your system, no call he can pull, no proof besides the notes, that say I agreed to a date changeI was never read a disclaimer agreeing to anything or the date would have never been changedI work for a company that also notates calls and anyone can say anything in that notationIt doesn't mean it was done and that most definitely doesn't count as proof that it happenedI know $of that $is my deductible which I am happy to payBut I am not paying for something that I never agreed toI even had GAP send me the contract you guys sent over and it says the 1st payment for my loan is due 5/28/So that means that you guys sent the wrong contract to GAP in that case.? Sincerely, [redacted] ***
In response to this complaint, I have reviewed the account notes, phone calls, account balance, and payment history with the Vice President of our collections departmentI have also reviewed the information being submitted to the credit reporting agencies with the Assistant Vice President of our Credit Reporting departmentHaving analyzed the matter, I believe we have followed all applicable laws and contract stipulations and I am unable to corroborate Mr [redacted] ’ claims Based on my review the account balance is correctOn December 1, Mr [redacted] entered into a month contract to purchase a vehicleTo date, only of the payments have been madeAdditionally, the payments he made that were below his contracted amount extended the termThird, Mr [redacted] received a day extension on April 14th, allowing him to skip his March, April and May payments and have them added to the end of the loanThese events have led to the accrual of additional interest, as well as several late fees I am unable to locate any instance in which Mr [redacted] was told his loan payment was permanently changed to $a monthPer the conversation in question that took place in April 2015, the consumer was offered a day extensionHe was advised that he could pay the amount of $during the day period to put his account ahead? He was then informed that after the day period he could continue to pay the amount of $until his account was no longer ahead or until he could return to making full payments whichever came firstWe apologize for any inconvenience the misunderstanding may have causedOnce the account was no longer ahead several representatives informed Mr [redacted] the regular payments would need to be made? On several occasions Mr [redacted] stated that he understood, but that he would continue to only pay the partial amount of $a monthIf Mr [redacted] would like to discuss his options he may reach out to his current account manager Heather Hayes In consideration of the credit reporting concern, we have reviewed each trade line from the three individual credit bureaus and all reporting is accurate at this time If Mr [redacted] ’ has any other questions or concerns, I would encourage him to reach out to me directlyKathryn D [redacted] , Compliance Specialist for Prestige ?" 801-844-or kd [redacted] @gopfs.com
In response to this rejection, I believe we have addressed all of Ms [redacted] ’s previous concernsAs requested, her file will be re assigned to a new account manager and she will no longer be contacted by DianaI have also placed a block so she will no longer receive any payment reminders prior to her due dateIf Ms [redacted] has any other questions or concerns I would encourage her to reach out to me directlyKathryn D [redacted] , Compliance Specialist for Prestige ?" 801-844-or kd [redacted] @gopfs.com
In response to consumer complaint, we have placed a block on the account to avoid contacting customer until their account is days past dueWe do encourage customer to contact our customer service department at ###-###-####, to learn more about our Rate Reduction ProgramIf consumer has any further questions in regards to her account she is welcome to contact the Compliance Specialist at ###-###-#### or [redacted] @gopfs.com
In response to this complaint, I reviewed the account history, account statement, and notes.? Having reviewed the matter, I believe we followed all applicable laws.? I personally reached out to Ms [redacted] in effort to discuss her concerns, unfortunately I was unable to speak with her? Based on my review Ms***’s payments are being applied correctlyInterest accrues daily, and as payments are received they apply first to interested then the principal amount.? I contacted our customer service department and verified that Ms [redacted] will received an account statement monthly, the account statement will show how each payment is applied.? We value Ms [redacted] as a customer and want her to have a positive experience.? If Ms [redacted] has any additionally questions or concerns I would encourage her to reach out to me directly -- Kacee P [redacted] Compliance specialist here at Prestige ?" 801-844-or [redacted]
In response to consumer complaint, Prestige has verified that on August 3rd, Mrs [redacted] was explained how an extension works and what it would do to her account She was told by her account manager at that time to follow up with them and let us for sure know if she could make the payment or if she still needed the extension on the account Prestige never gave her the disclose for the extension, therefor unable to approve the extension at this time Prestige at this point has yet to receive payment from consumer We are still willing to work with Mrs [redacted] but we have limited communication with consumer at this point to work our some arrangements Mrs [redacted] is welcome to contact her account manager and set up arrangements on her account If Mrs [redacted] does have any further questions or concerns she is welcome to contact Kacee P [redacted] Compliance Specialist at ###-###-####, we do look forward to working and helping assist Mrs [redacted]
Complaint: [redacted] I am rejecting this response because: I was contacted by Kacee P [redacted] who seems to not have all the correct information pertaining to this matter so I am still being refused my refundI have faxed Prestige the documents proving my allegationsAlso I would like the recorded conversations between me and Prestige Financial's employees from October 2nd thru October 9th to verify all the different comments I have received from their employeesThe fact is the pay off amount I was given on September 29th is good for days so why am I being refused the extra amount that they will receive for the pay off of the vehicle? I was told that I will not received my money back because I made an agreement to make that payment on September 30th but I explained to them that when j made that agreement on September 21st that I was not aware at that time that I would trade in the car on September 29th but these empkoyees remain non-chalant with me about this issueI only want what is due to me and that is the full payment for September.? Sincerely, [redacted] ***
? Complaint: [redacted] I am rejecting this response because: They have not provided evidence that their withdrawals were permissible Sincerely, [redacted]
In response to this complaint, I reviewed the account history and payment history.? We submitted an update to the credit reporting agencies to ensure that Mr [redacted] ’s credit report would get updated.? After conducting our investigation I believe we were able to resolve his issue.? Mr [redacted] ’s is an excellent customer and we want him to have a positive experience.? As such, I personally reached out to Mr [redacted] ’s in an effort to speak with him and better understand his situation so we could meet his desired resolution.? Unfortunately, I have been unable to speak with him.? If Mr [redacted] ’s has any additional questions or concerns, I would encourage him to reach out to me directly ?" Kacee P [redacted] ###-###-#### ?" [redacted]
In response to this rejection, I believe we have addressed all of Ms [redacted] concernsThe attempts to contact the consumer were a direct result of the accounts delinquency, and I am unable to locate any instance in which Ms [redacted] was called more than twice in one dayIn consideration of the email concern, I am able to corroborate the claim that Ms [redacted] was emailed after asking for emails to ceaseI would like to apologize on behalf of Prestige for any inconvenience that was causedThe issue has been addressed with senior management, as well as the individual representatives involved, and a full cease and desist has been placed on the accountUnfortunately, we are unable to change the terms of the original contract and accommodate the consumer request for a lower payment amountHowever, she is welcome to reach out to customer service at 888-822-for instructions on registering for the rate reduction programI am unable to set up automatic payments or payment arrangements if Ms [redacted] needs assistance with these matters she may reach out to her account manager Daniel Maldonado at 801-844- If she has any other questions or concerns I would encourage her to reach out to me directlyKathryn D [redacted] , Compliance Specialist for Prestige ?" 801-844-or kd [redacted] @gopfs.com
In response to Ms [redacted] 's complaint, I have reviewed the account history and notes.? I have placed a cease and desist to prevent any phone calls being to Ms [redacted] s place of employment, per her request.? I have also sent an account statement that provides a detailed breakdown of her payment history.? I apologize for any inconvenience, and hope that the information sent will be helpful in resolving any concerns Ms [redacted] has
In response to consumer complaint, Prestige has been able to investigate the issues addressed by the consumer.? Prestige does apologize for any inconvenience we have caused and we have taken the necessary steps to ensure this does not happen again in the future.? Prestige is more than happy to work with the consumer to ensure the best customer service.? If he receives a response from this complaint I would encourage him to reach out to the Compliance specialist at Prestige, ###-###-#### or [redacted] .? We look forward to assisting the consumer in any way we can
In response to the consumer's complaint, we apologize for any inconvenience we may have causedWe have placed a cease and desist on the account and we will now only be contacting customer by mailIf the customer has any more questions or concerns contact Prestige Financial's Compliance Specialist at ###-###-#### or [redacted] @gopfs.com
In response to this complaint, I have reviewed the payment history and notesHaving analyzed the matter, I again believe we have followed all applicable laws and am unable to validate Ms [redacted] claims ? Based on my review the account balance is correctOn or about December 21, we received the proceeds from the sale on the vehicle of $4,which were applied to the accountThere is a deficiency balance which continues to accrue interestAdditionally, there has not been a payment made on the account since that date ? In consideration of the credit reporting concern, we only report monthlyHowever, each time a item is disputed we investigate the claim and inform the bureaus of the resultMs [redacted] has disputed the item multiple times this year and each time we verify the information and update the bureau with the results of the investigationIt maybe that Ms [redacted] is mistakenly equating dispute results with reporting multiple times? ? ? If Ms [redacted] has any other questions or concerns, I would encourage her to reach out to me directlyKathryn D [redacted] , Compliance Specialist for Prestige Financial ?" 801-844-or kd [redacted] @gopfs.com
? Still have not git a phone call back from themThey leave there numbers on the response but no picks up the call or returns my calls? Complaint: [redacted] I am rejecting this response because: Sincerely, ? [redacted] ***