In response to this complaint, I have reviewed the account notes, text messages, emails, phone calls, and payment historyHaving analyzed the matter, I believe we have followed all applicable lawsI did not attempt to reach out to Ms [redacted] as she requested that we cease and desist all communication in January ? Based on my review, we received an inquiry from the customer on December 1st, asking if she qualified for a lower payment or a deferment that monthOn December 15, Ms [redacted] approved a payment of $to be made on December 31, via text.? An error was made by our representative and payment was entered and eventually processed for $In an effort to avoid errors like this we send subsequent confirming communicationsIn this matter, we sent subsequent texts, each with the $payment amount, to Ms [redacted] before the payment was withdrawnUnfortunately we did not hear back from the consumer and the payment was processedAs such, we have waived $in fees from the account? ? After the payment was processed Ms [redacted] contacted our office on January 3rd, During that conversation we offered to address the situation either through a refund or by accepting a lower payment amount in January.? Ms [redacted] did not accept either optionShe informed us that the payment was disputed with her bank and that she no longer wanted any form of contact from usMs***’s’ bank reversed the payment and we placed a block on her account to limit future communications ? After the transaction was reversed, the customer did not make the December payment and her account went into defaultMs [redacted] also failed to make a payment in February The last payment Ms [redacted] made, which was not reversed, was March 3, Based on the delinquency of the account, the vehicle was repossessed ? Ms [redacted] has been in contact with our office but no resolution has been reached to dateIf 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 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 [redacted] 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 [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.?
In response to this complaint, I reviewed the account history and notes.? I personally reached out to Ms.? [redacted] in an effort to discuss? her concerns and better understand her situation.? Unfortunately, I was unable to speak with the Ms [redacted] ? ? Ms [redacted] 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 [redacted] 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 [redacted] to contact me with any additional questions or concerns -- Kacee P [redacted] , Compliance Specialist for Prestige, ###-###-#### or [redacted]
In response to this consumer complaint,? I have personally reached to Mrs [redacted] 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 [redacted] 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 [redacted] is more than welcome to? contact the Compliance Specialist with any questions or concerns ? ?" Kacee P [redacted] ?" ###-###-#### or [redacted]
In response to this complaint we attempted to contact Ms [redacted] .? Unfortunately we have been unable to speak with her.? She recently indicated that she would like communication via email, our AVP of Collections followwith an email to Ms [redacted] , but we still have not received a response from her.? With respect to her request to move the due date to the 30th of each month, we are unable to honor this request.? Prestige has already provided Ms [redacted] months of extensions.? We value Ms [redacted] as a customer and want her to have a positive experience.? I would encourage Ms [redacted] to contact us with any additional questions or concerns.?
In response to this complaint, I have reviewed the account history, payment history, notes, phone calls, and emailsBased on my review, a payment was scheduled on May 31, by the maker of the account, Ms [redacted] In confirming the payment we verified the bank but not the account numberOur policy is to verify bothAs a prior payment had been made by Ms [redacted] from the same bank the June 1st payment was withdrawn from Ms [redacted] ’s accountAfter receiving notification from Ms [redacted] regarding this mistake, Prestige refunded the payment along with the bank feeWe sincerely apologize for the trouble and inconvenience that this caused Ms [redacted] The account manager who scheduled the payment has been retrained on our policy of verifying both the bank and the account number when payments are set up ? If Ms [redacted] has any additional questions or concerns I would encourage her to reach out to me directly ? Ian T [redacted] · Vendor Management Specialist · Prestige Financial Services · 801-844-· it [redacted] @gopfs.com
In response to this complaint, I have reviewed the account history, notes, and phone callsHaving analyzed the matter I believe we followed all applicable laws and am unable to corroborate Mrs***’s claimsPer her request that contact be in writing I have not reached out to her personally ? Based on my review, the notes indicate several payment arrangements had been brokenMatt did make contact with the customer in an attempt to assist with setting up a payment and avoiding repossessionHowever, there was no further contact made by Matt after the customer advised that payment would not be remitted by the deadlineAdditionally, based on the consumers request a block has been placed on the account ? As to the fresh start program, it was explained to Mr [redacted] several times that his last payment was only a partial payment and which made it so he no longer qualified for the fresh start programThere were also attempts made to assist the customers in getting back on the fresh start programAs the required payments were not made the vehicle was repossessedThe repossession occurred as the consumer was days past due ? Lastly, I have reached out to our customer service department and confirmed that an account history and a current account statement will be mailed out to Mrs [redacted] ? If the ***’s have any further questions or concerns I encourage them to reach out to me directlyKathryn D [redacted] Compliance Specialist for Prestige ?" 801-844-or kd [redacted] @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 [redacted] ’s claims that unauthorized payments were taken out of her account Based on my review, there were two occasions in which Mr [redacted] 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 [redacted] 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 [redacted] agreed to a payment for August as well as a payment for SeptemberOur payment disclosure was read on both occasions and Mr [redacted] agreedWe value the [redacted] ’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 [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 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 [redacted] -- ###-###-#### [redacted]
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 [redacted] 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 [redacted] indicated that a payment would be made on August 18, Ms [redacted] 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 [redacted] on September 19, following up on the account as t as the August 18, payment was never receivedOn September 25th, Ms [redacted] informed the us ? that she would make a payment when she couldMs [redacted] 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 [redacted] 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 [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 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 [redacted] and spoke with her regarding the complaintThrough the investigation and subsequent conversation, it was discovered that we had obtained [redacted] ’s contact information and authorization to discuss the matter with [redacted] in April When I spoke with Ms [redacted] she confirmed that [redacted] is her spouseMs [redacted] continued to authorize us to contact [redacted] as well as her father [redacted] going forwardMs [redacted] 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 [redacted] was satisfied with the resolution of her complaint? ? If Ms [redacted] 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 [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 meI wasn’t informed of those options until I complained to my case manager and told him that they can’t force me to pay thatTheHe provided me with options Sincerely, [redacted]
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 [redacted] 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 [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 ?
? 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 Sincerely, [redacted] ***
In response to this complaint, I have reviewed the account, notes, and payment historyHaving analyzed the matter I believe we followed all applicable lawsWe have attempted to reach out to Ms [redacted] in an effort to discuss her concerns and offer her alternative settlement options, unfortunately we have been unable to speak with her ? Based on my review, when Ms [redacted] was unable to make her monthly installments on the loan an authorized third party started making the paymentsHowever, the loan was never transferred to the third partyOnce the loan went into default we informed the third party and made several attempts to notify Ms [redacted] Unfortunately, we were did not hear back from Ms [redacted] so we were unable to discuss the situation with her at the timeLater we were informed by the third party that the vehicle did not have an engine and value was less than the cost of repossessionBased on the information, we negotiated a payment to release the titleHowever, this did not settle the remaining balance on the accountAgain, throughout the process we have been reaching out, and continue to reach out, to Ms [redacted] ? ? If Ms [redacted] has any further questions or concerns I would encourage her to reach out to me directlyKathryn D [redacted] , Compliance Specialist ?" 801-844-or kd [redacted] @gopfs.comIf she would like to discuss settlement options she may contact the Suzette V***, Vice President of Recovery ?" 801-844-or sv***@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 [redacted] would be able to make her payment on July 26, Ms [redacted] 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 [redacted] 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 [redacted] , Compliance Specialist for Prestige ?" 801-844-or kd [redacted] @gopfs.com
Complaint: [redacted] I am rejecting this response because: They keep saying I was suppose to follow up with them which is a statement I told my account manager I didn't need time to think or follow upI informed I wanted to do the extension then. Sincerely, [redacted]
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 [redacted] 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 [redacted] 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 [redacted] , Compliance Specialist ?" 801-844-or kd [redacted] @gopfs.com
? 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 Sincerely, [redacted] ***
At this time, there is nothing Prestige Financial can do until Mrs [redacted] calls in and talks to her account manager about arrangements on her account At the time of the extension we did not have authorization to approve the extension because Mrs [redacted] has never agreed to the disclosure We are more than happy to help Mrs [redacted] from this point on She is welcome to contact Kacee P [redacted] Compliance Specialist or her account manager to discuss her account We look forward to hearing from Mrs [redacted]
In response to this complaint, I have reviewed the account notes, text messages, emails, phone calls, and payment historyHaving analyzed the matter, I believe we have followed all applicable lawsI did not attempt to reach out to Ms [redacted] as she requested that we cease and desist all communication in January ? Based on my review, we received an inquiry from the customer on December 1st, asking if she qualified for a lower payment or a deferment that monthOn December 15, Ms [redacted] approved a payment of $to be made on December 31, via text.? An error was made by our representative and payment was entered and eventually processed for $In an effort to avoid errors like this we send subsequent confirming communicationsIn this matter, we sent subsequent texts, each with the $payment amount, to Ms [redacted] before the payment was withdrawnUnfortunately we did not hear back from the consumer and the payment was processedAs such, we have waived $in fees from the account? ? After the payment was processed Ms [redacted] contacted our office on January 3rd, During that conversation we offered to address the situation either through a refund or by accepting a lower payment amount in January.? Ms [redacted] did not accept either optionShe informed us that the payment was disputed with her bank and that she no longer wanted any form of contact from usMs***’s’ bank reversed the payment and we placed a block on her account to limit future communications ? After the transaction was reversed, the customer did not make the December payment and her account went into defaultMs [redacted] also failed to make a payment in February The last payment Ms [redacted] made, which was not reversed, was March 3, Based on the delinquency of the account, the vehicle was repossessed ? Ms [redacted] has been in contact with our office but no resolution has been reached to dateIf 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 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 [redacted] 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 [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.?
In response to this complaint, I reviewed the account history and notes.? I personally reached out to Ms.? [redacted] in an effort to discuss? her concerns and better understand her situation.? Unfortunately, I was unable to speak with the Ms [redacted] ? ? Ms [redacted] 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 [redacted] 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 [redacted] to contact me with any additional questions or concerns -- Kacee P [redacted] , Compliance Specialist for Prestige, ###-###-#### or [redacted]
In response to this consumer complaint,? I have personally reached to Mrs [redacted] 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 [redacted] 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 [redacted] is more than welcome to? contact the Compliance Specialist with any questions or concerns ? ?" Kacee P [redacted] ?" ###-###-#### or [redacted]
In response to this complaint we attempted to contact Ms [redacted] .? Unfortunately we have been unable to speak with her.? She recently indicated that she would like communication via email, our AVP of Collections followwith an email to Ms [redacted] , but we still have not received a response from her.? With respect to her request to move the due date to the 30th of each month, we are unable to honor this request.? Prestige has already provided Ms [redacted] months of extensions.? We value Ms [redacted] as a customer and want her to have a positive experience.? I would encourage Ms [redacted] to contact us with any additional questions or concerns.?
In response to this complaint, I have reviewed the account history, payment history, notes, phone calls, and emailsBased on my review, a payment was scheduled on May 31, by the maker of the account, Ms [redacted] In confirming the payment we verified the bank but not the account numberOur policy is to verify bothAs a prior payment had been made by Ms [redacted] from the same bank the June 1st payment was withdrawn from Ms [redacted] ’s accountAfter receiving notification from Ms [redacted] regarding this mistake, Prestige refunded the payment along with the bank feeWe sincerely apologize for the trouble and inconvenience that this caused Ms [redacted] The account manager who scheduled the payment has been retrained on our policy of verifying both the bank and the account number when payments are set up ? If Ms [redacted] has any additional questions or concerns I would encourage her to reach out to me directly ? Ian T [redacted] · Vendor Management Specialist · Prestige Financial Services · 801-844-· it [redacted] @gopfs.com
In response to this complaint, I have reviewed the account history, notes, and phone callsHaving analyzed the matter I believe we followed all applicable laws and am unable to corroborate Mrs***’s claimsPer her request that contact be in writing I have not reached out to her personally ? Based on my review, the notes indicate several payment arrangements had been brokenMatt did make contact with the customer in an attempt to assist with setting up a payment and avoiding repossessionHowever, there was no further contact made by Matt after the customer advised that payment would not be remitted by the deadlineAdditionally, based on the consumers request a block has been placed on the account ? As to the fresh start program, it was explained to Mr [redacted] several times that his last payment was only a partial payment and which made it so he no longer qualified for the fresh start programThere were also attempts made to assist the customers in getting back on the fresh start programAs the required payments were not made the vehicle was repossessedThe repossession occurred as the consumer was days past due ? Lastly, I have reached out to our customer service department and confirmed that an account history and a current account statement will be mailed out to Mrs [redacted] ? If the ***’s have any further questions or concerns I encourage them to reach out to me directlyKathryn D [redacted] Compliance Specialist for Prestige ?" 801-844-or kd [redacted] @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 [redacted] ’s claims that unauthorized payments were taken out of her account Based on my review, there were two occasions in which Mr [redacted] 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 [redacted] 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 [redacted] agreed to a payment for August as well as a payment for SeptemberOur payment disclosure was read on both occasions and Mr [redacted] agreedWe value the [redacted] ’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 [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 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 [redacted] -- ###-###-#### [redacted]
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 [redacted] 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 [redacted] indicated that a payment would be made on August 18, Ms [redacted] 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 [redacted] on September 19, following up on the account as t as the August 18, payment was never receivedOn September 25th, Ms [redacted] informed the us ? that she would make a payment when she couldMs [redacted] 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 [redacted] 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 [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 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 [redacted] and spoke with her regarding the complaintThrough the investigation and subsequent conversation, it was discovered that we had obtained [redacted] ’s contact information and authorization to discuss the matter with [redacted] in April When I spoke with Ms [redacted] she confirmed that [redacted] is her spouseMs [redacted] continued to authorize us to contact [redacted] as well as her father [redacted] going forwardMs [redacted] 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 [redacted] was satisfied with the resolution of her complaint? ? If Ms [redacted] 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 [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 meI wasn’t informed of those options until I complained to my case manager and told him that they can’t force me to pay thatTheHe provided me with options Sincerely, [redacted]
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 [redacted] 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 [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 ?
? 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 Sincerely, [redacted] ***
In response to this complaint, I have reviewed the account, notes, and payment historyHaving analyzed the matter I believe we followed all applicable lawsWe have attempted to reach out to Ms [redacted] in an effort to discuss her concerns and offer her alternative settlement options, unfortunately we have been unable to speak with her ? Based on my review, when Ms [redacted] was unable to make her monthly installments on the loan an authorized third party started making the paymentsHowever, the loan was never transferred to the third partyOnce the loan went into default we informed the third party and made several attempts to notify Ms [redacted] Unfortunately, we were did not hear back from Ms [redacted] so we were unable to discuss the situation with her at the timeLater we were informed by the third party that the vehicle did not have an engine and value was less than the cost of repossessionBased on the information, we negotiated a payment to release the titleHowever, this did not settle the remaining balance on the accountAgain, throughout the process we have been reaching out, and continue to reach out, to Ms [redacted] ? ? If Ms [redacted] has any further questions or concerns I would encourage her to reach out to me directlyKathryn D [redacted] , Compliance Specialist ?" 801-844-or kd [redacted] @gopfs.comIf she would like to discuss settlement options she may contact the Suzette V***, Vice President of Recovery ?" 801-844-or sv***@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 [redacted] would be able to make her payment on July 26, Ms [redacted] 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 [redacted] 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 [redacted] , Compliance Specialist for Prestige ?" 801-844-or kd [redacted] @gopfs.com
Complaint: [redacted] I am rejecting this response because: They keep saying I was suppose to follow up with them which is a statement I told my account manager I didn't need time to think or follow upI informed I wanted to do the extension then. Sincerely, [redacted]
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 [redacted] 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 [redacted] 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 [redacted] , Compliance Specialist ?" 801-844-or kd [redacted] @gopfs.com
? 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 Sincerely, [redacted] ***
At this time, there is nothing Prestige Financial can do until Mrs [redacted] calls in and talks to her account manager about arrangements on her account At the time of the extension we did not have authorization to approve the extension because Mrs [redacted] has never agreed to the disclosure We are more than happy to help Mrs [redacted] from this point on She is welcome to contact Kacee P [redacted] Compliance Specialist or her account manager to discuss her account We look forward to hearing from Mrs [redacted]