Prestige Financial Services, Inc.

Complaint: [redacted]
I am rejecting this response because:
Please provide me with proof. According to my records my payments were made within 30 days. 
Sincerely,
[redacted]

In response to this complaint, I have reviewed the account, payment history, phone calls, and insurance claim payments. Having analyzed the matter, I believe the balance owed is correct.   From our experience, insurance companies will not cover any deferred payments, interest that is the...

result of late payments, or late and non-sufficient fund fees. On Ms. [redacted]’s account all of her payments were made after her due date which led to the accrual of additional interest. Additionally, there was a late fee and several non-sufficient fund fees. While these are factors an insurance company may look at it is ultimately  Ms. [redacted]’s insurance company that determines the amount they will cover. If Ms. [redacted] feels like her insurance should have covered more of the balance she can reach out to them. Additionally, as requested a full payment history has been emailed to the customer.   As to the communications, I apologize as the account manager could have responded in a more timely manner. He has been retrained to ensure that emails, voice mails and texts are responded to timely.   If Ms. [redacted] has any other questions or concerns, I would encourage her to reach out to me directly. Kathryn D[redacted], Compliance Specialist for Prestige Financial – 801-844-2577 or kd[redacted]@gopfs.com.

In response to this rejection, I reviewed the written and verbal communication between Ms. [redacted] and the account managers with Prestige. Having reviewed the matter, I am unable to corroborate Ms. [redacted]’s claims. The customer was notified on August, 4th 2016 that her monthly payment could be lowered by re-amortizing her account once we received her proceed check and applied it to her account, she was also asked if she agreed to the terms. Despite our efforts to assist her Prestige did not receive any communication from Ms. [redacted] until August, 25th 2016. When we received a letter offering an insufficient monthly payment amount. She was responded to the same business day advising the payment offered was not sufficient and advising her to reach out to us for assistance to get the account current. With no further contact received a re-amortization was again offered to Ms. [redacted] on August, 31st 2016, she was advised that if she refused help or contact the account would be charged off and escalated for recovery efforts. At this time the customer requested that we no longer contact her by phone. The next correspondence we had with the customer was a settlement offer letter sent to her by mail on October, 12th 2016. Ms. [redacted] then called our office October, 24th 2016 regarding the letter. At that time she was provided with the balance and the litigation process details. She was also given a breakdown of the interest and fees on her account, as well as offered a settlement. Prestige was offered the same monthly payment amount by the customer from her previous letter. She was informed we would accept her payments but they would not be sufficient to stop litigation. Ms. [redacted] offered a higher monthly installment amount which was approved. Her due date was set up to accommodate her schedule, and she was informed about how to qualify for our rate reduction program as well as told the program was the only way to lower her interest. The customer has been making the agreed payments, and the only communication received since the payment plan was agreed to in October consisted of a credit dispute. I would encourage Ms. [redacted] to contact me with any additional questions or concerns – Kathryn D[redacted], Compliance Specialist for Prestige, 801-844-2577 or kd[redacted]@gopfs.com.

In response to Ms. [redacted]’s concern, I have reviewed the account. I was able to find where a call was made despite the block on the account. First, I would like to offer an apology on behalf of Prestige to Mrs. [redacted] and his husband for the attempted contact. Based on my review, although the appropriate blocks were placed on Ms. [redacted]’s’ account an error was made and Ms. [redacted]s’ husband was contacted by the current account manager. Management has been informed, and the issue has been addressed with the individual representative. Additional training has been provided regarding account blocks, and I do not anticipate any further attempts to contact Mrs. [redacted] or her husband. If she has any further questions or concerns, I would encourage her to reach out to me directly. Kathryn D[redacted], Compliance Specialist for Prestige – 801-844-2577 or kd[redacted]@gopfs.com.

In response to Ms. [redacted]'s complaint, the Assistant Vice President was able to contact Ms. [redacted] and come to a resolution. Prestige Financial explained why the funds came out on May 22nd, due to May 25th being a holiday. We were able to refund the fee's back to Ms. [redacted]. The Assistant Vice...

President was able to confirm with Ms. [redacted] that everything was worked out. Ms. [redacted] was able to set up on going arrangements with Prestige Financial. The Assistant Vice President over her account gave her contact information to reach out to her for any further assistance.

In response to consumer complaint, we have been able to do a full investigation with regards to the consumers concerns.  Prestige did not change the consumers due date without the consumers knowledge.  On March 7th, 2016 the consumer changed her due date on our website.  She was then...

read a disclosure to again change her due date on 05/27/2016.  At this time Prestige has placed a Partial Cease and Desist on her account and she will not be receiving any phone calls until she is 5 days past due.  The consumers due date at this time is the 25th of each month.  The consumer is aware that there is no grace period on her loan and Prestige does need to receive a payment every single month.  If the consumer has any further questions or concerns she is welcome to contact the Compliance Specialist at ###-###-#### or [redacted]

In response to this complaint I have reviewed the account history and notes. I personally reached out to Ms. [redacted] in an effort to better understand her situation and come to a resolution. We have exchanged voice messages, but have been unable to speak with each other. I would encourage Ms. [redacted] to...

reach out to me with any questions or concerns. -[redacted], Compliance Officer for Prestige, [redacted] or [redacted]@gopfs.com.

In response to this complaint, I have reviewed the account notes and phone calls. Based on my review, I would like to offer an apology on behalf of Prestige for the way Ms. [redacted] was spoken to. I have addressed the issue with management as well as the individual representative involved. As...

we value Ms. [redacted] as a customer and would like her to have a positive experience going forward, we will have her account assigned to a new account manager and team. I would encourage her to reach out to her new representative if she needs any assistance with payment arrangements going forward. If this does not Ms. T[redacted]’s desired resolution or if she has any other questions or concerns, I would encourage her to reach out to me directly. Kathryn D[redacted], Compliance Specialist for Prestige – 801-844-2577 or kd[redacted]@gopfs.com.

In response to Mrs. [redacted]’s complaint, I have reviewed
her account history and notes.  Per Prestige’s
policy, an account my receive a total of three extensions and may change their
due date by a total of 28 days.  Unfortunately,
Mrs. [redacted] has used all of the allotted...

extensions and all but one of her
due date change days.  If Mrs. [redacted]
would like, we can change her due date from the 9th to the 10th.

In response to this complaint, I have reviewed the account notes, and payment history. Having analyzed the matter, I believe we have followed all applicable procedures and am unable to corroborate Ms. [redacted]’s claims. Based on my review, Ms. [redacted] set up her December payment via our customer...

website on December 28, 2017 to be processed on January 8th, 2018. While I do see attempts by our representative to have Ms. [redacted] move this payment to a date within December, there was no response and the payment was never moved. It was processed on January 8th, 2018 as requested. Additionally, Ms. [redacted] set up her January payment via our customer website on January 29th, 2018 to be processed on February 11th, 2018. Our representative communicated with Ms. [redacted] via email on January 30th, 2018 which asked her to make her January payment on the 31st. The following disclosure was provided: “By giving me your payment information you authorize Prestige Financial to initiate a one-time electronic debit to your account held in your financial institution for $460. If this amount is less than your contracted monthly payment it may extend the term of your contract. The payment will be processed on 1/31 or the following business day. Do you agree?” to which she replied “Yes change to 31st please.” Based on this I believe the payments were authorized. If Ms. [redacted] would like her payment refunded I respectfully request that she email me a copy of her bank statement showing the payment was returned so I can initiate that process for her. She may then contact her account manager Marco Moreno directly to set up a replacement payment arrangement. If she has any additional questions or concerns I would encourage Ms. [redacted] to reach out to me directly Kathryn D[redacted], Compliance Specialist for Prestige - 801-844-2577 or kd[redacted]@gopfs.com.

Complaint: [redacted]
I am rejecting this response because: When I called in initially on 1/10/2018 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 90 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 change. I was never read a disclaimer agreeing to anything or the date would have never been changed. I work for a company that also notates calls and anyone can say anything in that notation. It doesn't mean it was done and that most definitely doesn't count as proof that it happened. I know $250 of that $660 is my deductible which I am happy to pay. But I am not paying for something that I never agreed to. I even had GAP send me the contract you guys sent over and it says the 1st payment for my loan is due 5/28/2017. So that means that you guys sent the wrong contract to GAP in that case. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I talked to Kacie last Thursday or Friday. She was not helpful.  Once again, I am getting a different story. Now she is saying that I COULD have made the payment back at the end of May and it's my fault that I didn't call to get the proper pay out and pay it. The last person I spoke to on July 24th
assured me that I couldn't have even made the payment then if I wanted
to because my account wasn't fully set up because I hadn't completed my
welcome call.The bottom line is that I cannot get a straight
story with this company. The fact that every time I talk to someone they
tell me something different is a definite sign to me that they are engaging in
manipulative business practices! What company wouldn't want a person to
pay his/her account? To me they were perturbed that they wouldn't be
getting their interest money. If they want me to pay this off, then they
should not be charging me 32 cents of interest DAILY until I do. That
is the MINIMUM settlement I would take. I should not be charged interest
dating back to the date I made my original pay off on June 16th. I
should be able to make monthly payments and pay the 540 some that I
still owe (WHICH IS RIDICULOUS!), but with no more interest adding up. I
am still very upset about the whole thing, and I am waiting to hear
back from the Attorney General complaint I made as well.
Sincerely,
Erika M[redacted]

Complaint: [redacted]
I am rejecting this response because: The Gap Insurance paid the account in full, I was never given a detailed statement showing the erroneous balance, I requested a copy last year and as of today I still have not received a statement. My credit report does not reflect any payments applied to my account. I'm really disappointed and frustrated with how the customer service department is allowed to operate.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
II recently contacted the Transunion credit bureau and spoke to a supervisor who informed me that this account was removed from my Transunion credit report at the request of Prestige Financial. Services.
Sincerely,
[redacted]

In response to this complaint, I reviewed our records, including a review of the account notes.  Mrs. [redacted]’s application was approved on August 24, 2016, however during our funding process we must verify employment with a consumers employer.  We attempted to contact her employer on...

several occasions with no response.  We also reached out to Mrs. [redacted] and the dealership that sold her the vehicle to see if they could help us get in contact with her employer. Unfortunately we were never able to verify her employment, even after several attempts.  With respect to her proof of residency, Prestige asked Mrs. [redacted] to provide us with specific documents, unfortunately we never received the required information.  If Mrs. [redacted] has any additional questions or concerns, I would encourage her to contact me personally – Kacee P[redacted], Compliance Specialist for Prestige, 801-844-0502 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. [redacted]'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 complaint, We reached out to Mr. H[redacted] regarding his concerns. We were able to explain that he has received every Rate Reduction drop on his account as of this point. He has a great payment history and will continue to receive the Rate Reduction on his account. Was able to answer...

other questions and Concerns on his account and come to resolution. Mr. H[redacted] is welcome to reach out to myself Kacee P[redacted] Compliance Specialist at [redacted] if there are any other concerns. We look forward to working with Mr. H[redacted] in the future.

In response to consumer complaint from Mr. [redacted], we have been able to place a Cease and Desist on his account. His references and relatives will not be contacted at this point. We have also been able to change his account manager. If for some reason Mr. [redacted] has any further questions or...

issues he is welcome to contact Kacee P[redacted] Compliance Specialist at ###-###-####. We look forward to working with Mr. [redacted] in the future.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Dejuan L[redacted] The response was to a Mrs W[redacted] and that is not me. My name is Dejuan l[redacted] account [redacted]. The account I had with them should be paid off now as the car was traded in.

In response to this complaint, I reviewed the account history and payment history.  As payments are received they are applied first to interest, then to the principal balance.  As Ms. [redacted] indicted, she has made 16, payments, on a 72 month contract.  After reviewing her account, it...

appears all payments were appropriately applied.  Prestige is sending Ms. [redacted] a detailed account statement so she could see how each payment was applied.  We value Ms. [redacted], she has been an great customer and we want her to have a positive experience, as such if she has any additional questions or concerns, I would encourage her to reach out to me directly -- Kacee P[redacted], Compliance Specialist for Prestige – 801-844-0502 or [redacted]