Pinnacle Financial Group

I contacted Pinnacle Group at the beginning of the month spoke with Jacob explained my situation and that I get paid on Friday June 8th Jacobe said he would take 2 payments of $600 the 1st one from this check the 2nd from my next check. I had just lost my son mom sister and step father so I fell behind on my payments and my truck was repossed on Saturday the 3rd of June. On Friday I called and got no answer finally on Monday I got a hold of Jacob we signed a contract and I cash app him $600 dollars it is now wed June 14 and I have not been able to reach them I'm devastated right now. I'm sure my truck is gone and I'm out of $600 dollars. I spoke with another guy Anthony who was to call me today and said my truck would be back in my possession by Friday and he was to call me today never happened.

In response to complaint ID # [redacted] , While I cannot comment on the professionalism of the people at Pinnacle that [redacted] spoke with through 2013; I can assure you that we no longer employ anyone who may have spoken to [redacted] during that time periodKen Q [redacted] has been her primary account representative since and maintains a professional attitude when speaking with any of his customers [redacted] came to our office February 16, and spoke with Ken about her accountMrQ [redacted] explained her payment history & past due amounts, our contractual policy of insurance coverage, and gave [redacted] a copy of her RISC (Retail Installment Sales Contract)She made payment and is now up-to-date [redacted] ***s communication with Pinnacle have been because of late payments and payments being returned for non-sufficient funds (NSF)We hope this last meeting Monday February 16, helped her understand our attempted communications with her when her payments are returned NSF and when they are late

This shall serve as Pinnacle Financial Group's ("PFG") response to [redacted] 's complaint PFG bought [redacted] 's Retail Installment Sales Contract from Auto Connection April 23, which is attached After reviewing the Collection History Notes and Payment History (attached) [redacted] first payment was returned non-sufficient funds ("NSF")The bank account given by [redacted] at the point of sale was closed June 9, [redacted] emailed in and requested a due date change and wanted to give new bank information PFG emailed her a change of bank information form; however, we did not receive anything back from her June 22, [redacted] called in and said she was moving and would [redacted] ("**") the past due payment July 1, Ken spoke with [redacted] confirming the due date change and she gave us bank information at that time authorizing one payment On July 22, the July 1st payment was returned NSF and the account information was removed PFG sent an email requesting new bank information on July 22, and [redacted] did not get us the bank information until August 7, On August 11, [redacted] authorized PFG to debit her account for two payments At no point did PFG debit [redacted] account without her authorization Per company policy we do not change or resubmit any Electronic Funds Transfer ("EFT") or Automated Clearing House ("ACH") payments in regards to the amount or scheduled date without the customer's consent by recorded call or signature Per company policy, state laws and Fair Lending Policies, Pinnacle does not add any charges that are not described in the Retail Installment Sales Contract signed by the customerAny charges or fees that she disputed were credited back to her loan.On December 8, the contact phone number for [redacted] was No Longer in Service and was removedWe attempted to locate her by calling references for a better contact number Per company policy we only attempt to contact references if we cannot locate the customer and no information about the loan should be disclosed December 10, [redacted] called in and was upset about previous NSF's, late fees not being waived, no mention was made of a financial hardship or need for deferral, and she hung up on PFGSubsequently December 22, [redacted] stopped her payment and was returned NSF On December 29, she emailed PFG stating she cannot received calls to her personal cell phone at work Per company policy we will defer payments with proof of hardship and/or a payment and as best practices we attempt to contact the customer and educate of the deferral process and how it affects their loan rather than defer a payment without consulting themAt the beginning of January PFG performed data analysis on our inbound and outbound telephone calls, PFG came to the conclusion that too many dropped or missed calls were occurring after 6:30PM Management decided to change the schedule of the Collection Department to better fit needs of the business and customersThis most likely contributed to the "all of the sudden" change for [redacted] .January 27, [redacted] was trying to make a payment via our website, customer must supply their account number and last of their Social Security Number which is required to make the payment via PFG's website [redacted] emailed us trying to verify her account information via email and per Pinnacle Policy e-mail communication must be general in nature and cannot give non-personal information ("NPI") Pinnacle does not refuse web payments unless the account is tagged "No Web Payments" which at no point was [redacted] 's loan tagged with that code January 29, [redacted] threatened legal action and requested no more telephone contact to her personal cell phone while she is at work At that time we removed all telephone numbers and the account has been flagged "Cease & Desist" February 5, [redacted] called in and talked to Ken Q [redacted] and gave him permission to call her at ###-###-####.As of today, I will review the account with the Operations Manager and Collections Manager to adjust [redacted] 's account this one time as a courtesy and will contact her via e-mail to let her know of this adjustment

I am responding to the complaint [redacted] issued by [redacted] Regarding **. [redacted] dispute on her account number [redacted] -1 auto loan with [redacted] is not heraccount and does not belong to her, but was also included in a bankruptcy case. [redacted] purchased a 2007 [redacted] ... [redacted] on June 30, 2014 from a dealership name [redacted] located inMaryland. Back on July 20th, 2015 Pinnacle was contacted by [redacted] to inform Pinnacle thather vehicle was damaged on the driver side due to a fire set by another person. This instance tookplace on July 18th, 2017 at 2:12 am and a claim was filed with [redacted] and the claimnumber was [redacted] with an adjuster phone number of [redacted] there was also a policereport filed. The account does belong to [redacted] . Pinnacle has all the documentation to provingthis is a valid account and the account belongs to [redacted] .Regarding the Bankruptcy Case, Pinnacle Financial was not included in either Bankruptcy Case filedby [redacted] . I can provide a list of Creditors for both [redacted] ’s Bankruptcy if needed.If there are any questions, please contact me.Thank you,Natasha C F [redacted]

I am responding to the complaint [redacted] issued by [redacted] Regarding [redacted] dispute account number [redacted] auto loan with Pinnacle Financial [redacted] ’s contract was purchased from [redacted] located in Lexington Park, MDThis is a course of business where dealerships sell contracts to finance companies [redacted] did have knowledge of the sale to Pinnacle Financial she was informed via mail, electronic mail, phone and in person when she made her payment in cash to Pinnacle FinancialRegarding the contract signed by [redacted] the contract shows a down payment of $2,The buyers order and credit application along with [redacted] ’s driver’s license all match the signature on the contract showing $2,as a down payment not $2,Pinnacle Financial Group has made numerous attempts to contact [redacted] regarding her vehicleIf there are any questions, please contact meThank you,Natasha * F [redacted]

I am responding to the complaint [redacted] issued by [redacted] Regarding [redacted] complaint on her account number [redacted] auto loan with Pinnacle FinancialPinnacle Financial received a notice of cancellation from [redacted] of [redacted] ***Per Pinnacles Policy on non-insured customers are placed on a blanket policy to cover the vehicle only the cost of this is $In the case of [redacted] her account was charged for Collateral insurance [redacted] account was credited for two charges of $on June 7, 2017, this occurred after we received the proper documentation showing proof of insurance coveragePinnacle will update the credit bureaus accordinglyIf there are any questions, please contact me Thank you, Natasha C F [redacted]