Prestige Financial Services, Inc.

In response to this rejection, I maintain our original response and believe we have followed all applicable laws and the information being submitted to the credit bureaus is accurate. Based on my review, after September 27th, 2016 the date the GAP insurance payment was received we had a phone conversation with Mrs. [redacted] during which we explained the reason for the deficiency balance. The customer stated that she would be disputing the amount paid with her GAP insurance company and declined the offer to re amortize the balance. Despite our efforts to communicate with Mrs. [redacted] and warn her that the account would be charged off if payment was not received after this conversation, there were no additional payments made on the deficiency balance by the customer until April 27th, 2017. This caused the balance to be charged off. If Mrs. [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.

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 consumer complaint, Prestige has been more than willing to help Ms. [redacted] out with her current Auto loan. Prestige has yet to receive any payment from Ms. [redacted] since 2012. At this time there is nothing we can do remove this loan from Ms. [redacted] Credit report. We are happy to work...

something out to help her close this account out. If Ms. [redacted] would like to speak with a representative at out office she is welcome to contact her Account manager over her file. We do look forward to working with Ms. [redacted] in the future.

In response to consumer complaint, Prestige has been unable to communicate with consumer in regards to her concerns on her account. Prestige has placed a Cease and Desist on account to no longer contact her daughter. If she receives a response to this complaint I would encourage her to reach out...

to me directly so we can investigate her concern - Kacee P[redacted] Compliance Specialist for Prestige Financial Services, ###-###-#### or [redacted]@gopfs.com.

In response to this complaint, I have reviewed the payment history, notes, phone calls, as well as the payoff quote. I reached out to Mrs. [redacted] by phone and believe I have addressed and resolved all of her concerns. Based on my review, the payoff quote was updated and the payment was accounted...

for after seven days to ensure that the payment cleared. This avoids possible issues if a payment is returned. The payoff quote was updated and the payoff amount was paid resolving the account. We are now in the the process of closing the account and releasing the title. I have also addressed the way the customer was treated by our representatives with management and it has been addressed with each individual representative as well.  We thank the customer for her excellent payment history and wish her luck in her future endeavors. I will be out of the office next week and informed Mrs. [redacted] she could reach out to my supervisor Grady M[redacted], Compliance Officer for Prestige – 801-844-0563 or gm[redacted]@gopfs.com if she has any urgent questions or concerns.

In response to consumer complaint, Prestige has verified that on August 3rd, 2015 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].

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 consumer complaint, I reviewed the account history and notes. I believe we have addressed and resolved Ms. [redacted]’s concerns. Prestige has offered a 30 day extension on the December installment due to the customer’s financial hardship. Ms. [redacted] spoke with collections...

management and accepted this offer and agreed to the extension terms. Prestige will not repossess a vehicle at 30 days past due, we contact our customers in an effort to help them stay current on their account and explain the benefits of maintaining that status. However, in consideration of the consumers concern with being contacted there has also been a block placed on the account that Ms. [redacted] is to be contacted by collections management only. If the customer 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 this complaint, I have reviewed the account notes, phone calls, text messages, emails, and payment history. First, I would like to offer her an apology for any inconvenience that may have been caused. Based on my review, the original payment was set up for July 20th, 2017. On July...

18th the account manager emailed Ms. [redacted] to remind her of her upcoming payment to which Ms. [redacted] replied she needed to reschedule her payment to July 28th due to a flood the previous week. There was an error made and the scheduled credit card payment was not cancelled while our representative was trying to obtain the new payment information. We would be happy to process a refund for this incorrect payment. However, we will need to obtain additional information before this can be completed. I attempted to reach out to Ms. [redacted] to inform her of the additional information needed. Unfortunately, I was unable to reach her. If she would like to have the refund process, or has any additional questions or concerns, I would encourage her to reach out to me directly. Kathryn D[redacted], Compliance Specialist – 801-844-2577.

We have been reaching out to Ms. [redacted] since the loan went into default and have continued to attempt to contact her. Additionally, our account does not show any responses or indication that Ms. [redacted] ever reached out to us. I also believe we followed all applicable laws and regulations as the third party was authorized on the account by Ms. [redacted] and due to the vehicles condition at the time of the title release. Again, if she would like to discuss current options for resolving this account I would encourage her to reach out to Suzette V[redacted], Vice President of Recovery – 801-844-2610 or sv[redacted]@gopfs.com.

In response to this complaint, I have reviewed the account history, notes, and phone calls. Having analyzed the matter I believe we followed all applicable laws and am unable to corroborate Mrs. [redacted]’s claims. Per 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 broken. Matt did make contact with the customer in an attempt to assist with setting up a payment and avoiding repossession. However, there was no further contact made by Matt after the customer advised that payment would not be remitted by the deadline. Additionally, 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 program. There were also attempts made to assist the customers in getting back on the fresh start program. As the required payments were not made the vehicle was repossessed. The repossession occurred as the consumer was 140 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 [redacted]’s have any further questions or concerns I encourage them to reach out to me directly. Kathryn D[redacted] Compliance Specialist for Prestige – 801-844-2577 or kd[redacted]@gopfs.com.

In response to this complaint, I have reviewed the text message in question. Having analyzed the matter, I have addressed the matter with management. Our 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 caused. We value her as a customer and would like her to have a positive experience going forward. The 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 him. The file has been assigned to a new account manager.   If this does not meet Mrs. [redacted]’ desired resolution or she has any other questions or concerns, I would encourage her to reach out to me directly. Kathryn D[redacted], Compliance Specialist – 801-844-2577 or kd[redacted]@gopfs.com.

In response to consumer complaint, Prestige Financial was able to reach out to consumer and verify account information.  We have received no communication in return from consumer since November 3rd, 2015.  Prestige Financial is still willing to assist Mrs [redacted] with any further issues...

she may have.  Mrs [redacted] is welcome to contact Shaun, the Assistant Vice President over her account.  We look forward to assisting in anyway that we can in the future.

In response to this complaint, I have reviewed the account notes, payment history, and phone calls. Having analyzed the matter, I am able to corroborate Mrs. [redacted]’s claim that there was an error in the payment processing. I attempted to reach out to both Mr. and Mrs. [redacted] in an effort to address...

their concerns. Unfortunately, I was unable to speak with them. We will be able to provide the desired resolution once we are able to gather the information from the [redacted]’s.   If they would kindly contact me, Kathryn Despain, at 801-844-2577 or kd[redacted]@gopfs.com I would be happy to help them resolve the concern.

In response to consumer complaint, we apologize for any inconvenience we have caused the consumer. Prestige has made sure that the credit reporting will be updated and fixed within 5-7 business days. If the consumer does have any concerns or questions please contact the Compliance Specialist Kacee P[redacted] at ###-###-#### or via email [redacted]@gopfs.com

Complaint: [redacted]
I am rejecting this response because: This company reporting on my credit report that 4 payments late and the account was charged off without my knowledge  when I lost my car in accident that it was tolling out my payments was on time. I was waiting for the insurance company to pay the car off, but that didn't happened. I will never pay this loan off if this company until to charged last payment and interest on car loan that I no longer have the vehicle. I just want justice.
Sincerely,
[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 me.
Sincerely,
Rissa J[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 refund. I have faxed Prestige the documents proving my allegations. Also 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 employees. The fact is the pay off amount I was given on September 29th is good for 15 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 issue. I only want what is due to me and that is the full payment for September. 
Sincerely,
[redacted]

In response to complaint, Larris J[redacted] was able to speak to the Vice President over her file. They communicated and she was able to ask and get answers to her questions. Ms. J[redacted] account is in good standing with Prestige Financial and we value her as a loyal customer. Ms. J[redacted] is able to reach...

out to either myself Kacee P[redacted] Compliance Specialist at [redacted] or the Vice President Leah S[redacted] for any further questions or concerns. We look forward to working with Ms. J[redacted] in the future.

In response to this complaint, I have reviewed the account notes, payment history, and phone calls. Having analyzed the matter, I believe we have followed all applicable laws and am unable to corroborate Ms. [redacted]’ claims.   Based on my review, we attempted to contact the customer several...

times throughout the month of June regarding her payment that was due on the 4th with no response. I am unable to locate any instance where an attempt to contact the customer was made more than once per day on the phone numbers we have available. Ms. [redacted] did make contact with our customer service department on June 16th. She informed the representative she would be making payment on June 28th. Our customer service representative placed the customer on hold and attempted to transfer her to her account manager but Ms. [redacted] ended the phone call prior to talking to the account manager. Despite our efforts to make contact with the customer after this call, we were unable to reach her and did not receive a response when voicemails were left. Due the delinquency of the account which was more than 20 days past due and no contact with her account manager, we continued to get ahold of her.   At this time I have a placed a cease and desist block on the account to not secure payment through a ACH process and to block contact with the consumer’s references.   If this does not meet Ms. [redacted]’ desired resolution or 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.