Prestige Financial Services, Inc.

In response to this complaint, I have reviewed the payment history, notes, and phone calls. Having analyzed the matter, I believe we have followed all applicable laws and contract stipulations. Based on my review the account balance is correct. On February 6, 2016 Ms. [redacted] entered into a 66 month...

contract to purchase a vehicle. To date, only 14 of the payments have been made. Additionally, the account has a number of issues that have impacted the current balance. First, only 2 of the 14 payments have been made on time. Ms. [redacted]’s payments have been a total of 258 days late, averaging a little more than 17 days late on each payment. Second, 9 of the 14 payments made were partial payments. Third, Ms. [redacted] received a 60 day extension on March 8th, 2017. These events have led to the accrual of additional interest, as well as several late fees. The interest rate was also fully disclosed to Ms. [redacted] prior to the contracts execution. It is in the contract pursuant to the truth-in-lending laws and we also discussed the interest rate in our customer interview prior to funding.  Ms. [redacted] did not express any concern over the interest rate at that time. Prestige does offer a rate reduction program that may be something she is interested in. If she would like to discuss the details of this program she is welcome to reach out to me directly. In consideration of the communication concern, I was able to confirm there was an error made by our representative and the appropriate block was not placed on the account, and the customer was contacted by email and text message when she had asked not to be. I apologize for any inconvenience this may have caused. The issue has been addressed with senior management as well as with the individual representative. I have placed the appropriate cease and desist block on the account and Ms. [redacted] will no longer receive any communication initiated by Prestige unless it is through mail. 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 consumer complaint, We have tried to reach out to consumer for a total of 2 weeks with no response. We are willing to work with consumer and help in anyway we can. If the consumer would like to reach to Prestige Financial he is welcome to contact Kacee P[redacted] Compliance Specialist directly at [redacted]. We look forward to working with Mr. L[redacted] in the future.

In response to this complaint, I have reviewed the account notes, phone calls, text messages, and emails. Having analyzed the matter, I believe we have followed all applicable laws and am unable to corroborate Mr. [redacted]’s claims.   Based on my review, we were informed for the first time that...

the consumer is represented by an attorney on March 30, 2017 when his attorney contacted our office directly. There has been no attempts to contact Mr. [redacted] by Prestige since we spoke to him on March 8, 2017. The appropriate cease and desist block has been placed on this account and all communication initiated by Prestige will be directed to the consumers attorney.   If this does not meet Mr. [redacted]’s desired resolution, or if he has any further questions or concerns I would encourage him to have his attorney reach out to me directly. Kathryn D[redacted], Compliance Specialist for Prestige – 801-844-2577 or kd[redacted]@gopfs.com. Tell us why here...

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 reviewed the account history and notes.  I also reviewed the account with our Assistant Vice President of Collections, and our Compliance Specialist who also looked into Ms. [redacted]’s concern.    Having reviewed the matter, I believe we can resolve Ms. [redacted]’s concerns.  In order to do this I need to speak with her.  It appears she requested no additional phone calls from Prestige so if Ms. [redacted] receives this response, I would encourage her to reach out to me directly.    I believe some of Ms. [redacted]’s confusion with respect to her account balance, is the result of payments that were made and then subsequently reversed.  For example, in December 2016 Ms. [redacted] agreed to make a payment of $145.00.  Because of an error made by one of our representatives the payment was processed for $245.00.  This mistake was the result of human error and not the result of a larger systemic issue.    After communicating with Ms. [redacted]’s bank, Prestige returned the entire $245 and waived $156 in fees on her account.  Additionally, on April 17, 2017, Ms. [redacted] went online and scheduled a payment.  Then on May 17, 2017 Prestige returned this payment to her bank because Ms. [redacted] disputed the payment.  Based on these payments being made and then returned, and the timing of when Ms. [redacted] spoke with her Account Manager, this may have caused some confusion with respect to her account balance.    We value Ms. [redacted] as a customer and want her to have a positive experience.  As previously mentioned, I would appreciate the opportunity to speak with Ms. [redacted] and see if we can resolve her concerns – Tyler B[redacted], Chief Compliance Officer for Prestige, 801-844-2605 or tb[redacted]@gopfs.com.

In response to consumer complaint, the Assistant Vice President over her file contact her and was able to come to an agreement. We will be waiting for an insurance check to be received and than Prestige will be able to re-amortize her loan for a different and lower payment. Consumer agreed to...

receive phone calls once received and is aware of the status of her account. If [redacted] has any additional questions she is welcome to reach out to Kacee P[redacted] Compliance Specialist at ###-###-#### or the Assistant Vice President Matt. We look forward to working with [redacted] in the future.

In response to this complaint, I reviewed the account history, insurance documents, and notes. Having analyzed the matter, I believe we followed all applicable laws. Based on my review Ms. [redacted]’s account balance and credit report are correct. Per the letter received by both Ms....

[redacted] and Prestige from the insurance company, the vehicle was declared a total loss and the policy would pay what is known as Actual Cash Value. Prestige did receive payment from Equity Insurance Company on July 1, 2016, based on the insurance company’s valuation of the vehicle. The check did not cover the customer’s policy deductible. After the insurance payment was applied there was a deficiency balance remaining. As the contracted consumer Ms. [redacted] is responsible for this balance. In addition to the deficiency balance she is also responsible for any missed payments, fees, and accrued interest. In consideration of the credit reporting concern, the information being reported by Prestige is accurate. A representative from our credit reporting department personally discussed this concern with Ms. [redacted] on December 22, 2016 as well as provided a follow up email on December 23, 2016. If Ms. [redacted] has any additional questions or concerns I would encourage her to reach out to me directly – Kathryn D[redacted] Compliance Specialist at Prestige – 801-844-2577 or kd[redacted]@gopfs.com

In response to this complaint, I have reviewed the payment history and notes. Having analyzed the matter, I believe we have followed all applicable laws. In consideration of the communication concern, I am unable to locate an instance in which our representatives attempted contact with the...

customer more than once per day by phone call, and if a voicemail was left once per day by text message. I am also unable to locate any instance in which a representative stated that we do not care if the customer is sick or used inappropriate language. I also reviewed the credit report and the account balance being submitted is correct. On May 7, 2017 Ms. [redacted] entered into a 72 month contract to purchase a vehicle. To date, only 34 of the payments have been made. Additionally, the account has a number of issues that have impacted the current balance. First, only 1 of the 34 payments have been made on time. Ms. [redacted]’s payments have been a total of 601 days late, averaging a little more than 17 days late on each payment. Second, 13 of the 34 payments were partial payments. Third, Ms. [redacted] received a 30 day extension. These events have led to the accrual of additional interest, as well as several late fees.  If Ms. [redacted] has any other questions or concerns, I would encourage her to reach out to me directly. Kathryn Despain, Compliance Specialist for Prestige Financial – 801-844-2577 or kd[redacted]@gopfs.com.

Complaint: [redacted]
I am rejecting this response because: I have a message that was able to be forwarded to my phone from a neighbor that I had never even spoken with prior to them being contacted by prestige. I called prestige and basically begged them to stop calling neighbors because of the dangers it imposed on mine and my children's safety which was blatantly disregarded because even after I was approached in the store and while walking my children to school by two additional person's that had also been contacted by prestige. Thank you for your time and please have a wonderful evening
Sincerely,
[redacted]

In response to consumer complaint, we have placed a block on the account to avoid contacting customer until their account is 5 days past due. We do encourage customer to contact our customer service department at ###-###-####, to learn more about our Rate Reduction Program. If consumer has any...

further questions in regards to her account she is welcome to contact the Compliance Specialist at ###-###-#### or [redacted]@gopfs.com

Complaint: [redacted]
I am rejecting this response because: I have responded to three different people and they seem to want me to call them I would rather email them so I have it all in writing. All I wanted then to do is change my payment date and now I am told that there a blackout no payments between the 21st  to the 4th  I never heard of this nor was I told this when I got this loan.  I really don't think I am asking for much just for them to work with me. 
Sincerely,
[redacted]

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

In response to consumer complaint, the Vice President over Ms. [redacted]'s account was able to have communication with her. Was reassured we will get this fixed on our side and would be touching base with you for future arrangements on her account. We do look forward to working with Ms. [redacted]...

in the future, if she has any further questions or concerns she is welcome to contact Kacee P[redacted] the compliance specialist at ###-###-#### or Adam the Vioe president over the account.

In response to this complaint, I have reviewed the inquiry in question with our credit reporting team lead. Mr. [redacted]’s credit was pulled in conjunction with an application to finance a 2015 Mitsubishi Lancer at the Corpus Christi Subaru dealership. If he would like a copy of the credit...

application he signed he will need to contact the dealership directly. If he would like to speak with someone at Prestige he is welcome to reach out to me Kathryn D[redacted] Compliance Specialist for Prestige – 801-844-2577 or kd[redacted]@gopfs.com.

Complaint: [redacted]I am rejecting this response because: What happened to the "So-called", rate reduction program they claim to reward you???? Sincerely,[redacted]

In response to consumer complaint, Prestige Financial apologizes for any inconvenience we have caused to our consumer. We do value her business and appreciate what a great customer she is with us. We have placed a Cease and Desist on her account and she will only be receiving communication via...

Email or Mail only from today(04/19/2016) on. Prestige if more than happy to continue to work with our consumer for the remainder of her contract. If she has any further questions or concerns she is welcome to reach out to the Compliance Specialist at Prestige ###-###-#### or [redacted]@gopfs.com

In response to consumer complaint, we have investigated and reviewed Erika M[redacted]'s account. We have come to the conclusion that the balance remaining is still owed to Prestige Financial due to not receiving the full balance on pay off check. We have reached out to Erika and we have explained the...

situation to her at this time. Prestige Financial can not release to the title tell balance is paid in full. We have provided Erika M[redacted] with this information, we have also told her we will be willing to work with her on the balance owed. Erika M[redacted] is able to reach out to use if she has any further questions, Kacee P[redacted] Compliance Specialist [redacted]. We look forward to working with Erika to help her pay this balance off.

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 72 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]

I want to be able to call them and not have to deal with rude staff.... Also I requested I copy of my  title in April to get my car registration in Texas

In response to this complaint, I have reviewed the account notes, funding process, and retail installment contract. Having analyzed the matter I believe we have followed all applicable laws. I personally reached out to Ms. [redacted] in an attempt to discuss her concerns, unfortunately I was unable to...

speak with her.  Based on my review, a representative from Prestige Financial Services spoke with the consumer on November 7th, 2016. During this interview the loan terms were confirmed, as well as the down payment, vehicle information, and customer contact information. Ms. [redacted] did not mention that she had another auto loan and the other loan was not on her credit file. It was not until after the contract was funded by Prestige that we received notification that Ms. [redacted] had another auto loan. Per the customer the credit union through which she purchased the first vehicle made a mistake on her credit report by not accurately reporting her current auto loan. However, we learned of the situation too late to reverse the transaction.    We sympathize with the situation the customer is in, and have offered possible solution but have not come to a resolution at this time that is agreeable to both parties.   We apologize for any inconvenience that may have been caused, and invite Ms. [redacted] to reach out to our Compliance Specialist Kathryn D[redacted] directly at 801-844-2577 or kd[redacted]@gopfs.com if she has any further questions or concerns.