Prestige Financial Services

In response to this complaint, I have reviewed the account notes, and payment historyHaving analyzed the matter, I believe we have followed all applicable procedures and am unable to corroborate Ms [redacted] ’s claimsBased on my review, Ms [redacted] set up her December payment via our customer website on December 28, to be processed on January 8th, 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 movedIt was processed on January 8th, as requestedAdditionally, Ms [redacted] set up her January payment via our customer website on January 29th, to be processed on February 11th, Our representative communicated with Ms [redacted] via email on January 30th, which asked her to make her January payment on the 31stThe 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 $If this amount is less than your contracted monthly payment it may extend the term of your contractThe payment will be processed on 1/or the following business dayDo you agree?” to which she replied “Yes change to 31st please.” Based on this I believe the payments were authorizedIf 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 herShe may then contact her account manager Marco Moreno directly to set up a replacement payment arrangementIf 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-or kd [redacted] @gopfs.com

In response to this complaint I have reviewed the account history and notesI personally reached out to Ms [redacted] in an effort to better understand her situation and come to a resolutionWe have exchanged voice messages, but have been unable to speak with each otherI 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 Ms [redacted] concern, I have reached out to both the vice president of our underwriting department and the vice president of our funding departmentWhen our funding department completed their verification of rent, they were told by Ms***’ landlord that no other party was on her leaseWhile the situation is unfortunate, it was based on information we received when the lease was verifiedOther options to complete the loan with Prestige were provided to the dealership but ultimately they were not pursuedPrestige cannot comment on why the other finance company was able to process the loan, as their underwriting standards may be differentWe apologize for any inconvenience that may have been cause, and invite Ms [redacted] to reach out directly if she has any additional questions or concernsKathryn D [redacted] Compliance Specialist for Prestige – 801-844-or kd [redacted] @gopfs.com

In response to this complaint, I reviewed the account to see if Mrs [redacted] was treated in an unprofessional manner I personally reached out to Mrs [redacted] in an effort to better understand her concerns Unfortunately, I was unable to speak with Mrs [redacted] However, I reviewed phone calls and communication between Mrs [redacted] and the Account manager At this time we have placed a Cease and Desist on her account so she will no longer be receiving communication from Diana Mrs [redacted] is a valued customer and we want her to have a positive experience I would encourage her to reach out to me with any further questions or concerns - Kacee P [redacted] , Compliance Specialist for Prestige 801-844-or [redacted]

In response to this complaint, I have reviewed the account notes, phone calls, and text messagesFirst, I would like to offer Ms [redacted] an apologyThe issue has been addressed with management and the account has been reassigned to a new account managerIf this does not meet Ms [redacted] s’ desired resolution or she as any other questions or concerns, I would encourage her to reach out to me directlyKathryn D [redacted] , Compliance Specialist – 801-844-or kd [redacted] @gopfs.com

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 policiesBased 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 emailsIn 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

Complaint: [redacted] I am rejecting this response because:per your website, it says good standing, to me that means a person is making their payments from month to month, nowhere on it does it state by or before the due date 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 I have indicated to the business that I would give them one more chance and if any furture payments are taken out before my due date, I will cancel the automatic withdrawal and will mail my payments.Sincerely, Dawn ***

In response to this rejection, I reviewed the written and verbal communication between Ms [redacted] and the account managers with PrestigeHaving reviewed the matter, I am unable to corroborate Ms [redacted] ’s claimsThe customer was notified on August, 4th 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 termsDespite our efforts to assist her Prestige did not receive any communication from Ms [redacted] until August, 25th When we received a letter offering an insufficient monthly payment amountShe 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 currentWith 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 effortsAt this time the customer requested that we no longer contact her by phoneThe next correspondence we had with the customer was a settlement offer letter sent to her by mail on October, 12th Ms [redacted] then called our office October, 24th regarding the letterAt that time she was provided with the balance and the litigation process detailsShe was also given a breakdown of the interest and fees on her account, as well as offered a settlementPrestige was offered the same monthly payment amount by the customer from her previous letterShe was informed we would accept her payments but they would not be sufficient to stop litigationMs [redacted] offered a higher monthly installment amount which was approvedHer 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 interestThe 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 disputeI would encourage Ms [redacted] to contact me with any additional questions or concerns – Kathryn D [redacted] , Compliance Specialist for Prestige, 801-844-or kd [redacted] @gopfs.com

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 textAn 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 JanuaryMs [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 notes, payment history, and phone callsHaving analyzed the matter, I believe we have followed all applicable laws and I am unable to corroborate Mrs***’s claimsBased on my review, the due date change in question was requested on May 19, during the initial customer interview with our funding departmentThis change allowed the customer to adjust the due date from 05/28/to 06/25/The due date change disclosure was read to and agreed to by Mrs [redacted] during this phone callAdditionally, the due date change letter confirming this adjustment was mailed out on May 20, I am unable to locate any instance in which Mrs [redacted] was told we have no documentation or record of the due date change or disclaimerIn fact, our file shows that she was informed by an Assistant Vice President in our collections department that the change request was notated and the due date change letter was mailed outHowever, our collections department would be happy to work out an acceptable payment arrangement with the customerIf Mrs [redacted] has any additional 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

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

In response to this complaint, I have reviewed the account notes, payment history, and phone callsFirst I wish to express our concern for those who were impacted by hurricane HarveyWe understand the devastation that it brought and are willing to work with individuals who were impactedIn reviewing the account, our representatives attempted to contact the customer several times throughout the month of August but did not receive a response until August 31stHer account was delinquent at the time and she was informed of that factIn the next conversation with Ms [redacted] , on September 5th, we informed her that options are available for consumers impacted by the hurricaneAlthough she set up a payment at time and is current on the account, if Ms [redacted] requires assistance with future payments she is welcome to reach out to her account manager Paul H [redacted] directly 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 the account history, insurance documents, and notesHaving analyzed the matter, I believe we followed all applicable lawsBased on my review Ms [redacted] ’s account balance and credit report are correctPer 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 ValuePrestige did receive payment from Equity Insurance Company on July 1, 2016, based on the insurance company’s valuation of the vehicleThe check did not cover the customer’s policy deductibleAfter the insurance payment was applied there was a deficiency balance remainingAs the contracted consumer Ms [redacted] is responsible for this balanceIn addition to the deficiency balance she is also responsible for any missed payments, fees, and accrued interestIn consideration of the credit reporting concern, the information being reported by Prestige is accurateA representative from our credit reporting department personally discussed this concern with Ms [redacted] on December 22, as well as provided a follow up email on December 23, 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-or kd [redacted] @gopfs.com

In response to consumer complaint, I was able to personally look into the concerns the consumer has As of today, we do not find any information to corroborate the consumers concerns At this time, prestige put a Cease and Desist on the account and was placed on the account in March of Since then no one at prestige has contacted any references or family members in regards to the consumers account with us I do encourage the consumer to reach out to me if she has any further concerns or questions She can contact Prestige Financials Compliance Specialist - Kacee P [redacted] - 801-844-kp [redacted] @gopfs.com

In response to consumer complaint, Prestige has been able to investigate the issues addressed by the consumerPrestige is willing to move his due date by days at this pointPrestige has policy's that only allow an account to have days to move a due dateMr [redacted] has already used of those days and Prestige is unable to move his due date past the 11th of each monthWe are happy to continue to work with the consumer if he is needing more time to make his paymentWe have been able to place a Cease and Desist on his account for no further contact until his account is days past dueIf consumer needs additional time, he is welcome to contact usIf he has any further questions or concerns he is welcome to contact the Compliance Specialist at Prestige ###-###-#### or [redacted] @gopfs.com

In response to this complaint I reviewed the account history and notesHaving analyzed the matter I believe we have addressed and resolved Ms [redacted] ’s concernsBased on my review, Ms [redacted] agreed to a credit card payment that included a $processing fee to be debited on January, 6th There was an error made by the account manager and Ms [redacted] was charged an extra $Having reviewed the matter I believe this was an isolated incident and the result of our account manager mistyping the information The customer contacted our office on January, 6th and informed us of the error, during this conversation the account manager did apologize for his errorThe $that was overcharged will be deposited into Ms [redacted] ’s account today January, 11th Unfortunately, the $credit card processing fee will not be refunded as the customer agreed to and authorized this amountIf Ms [redacted] has any additional questions or concerns I would encourage her to reach out to me directly – Kathryn D [redacted] Compliance Specialist for Prestige – 801-844-or kd [redacted] @gopfs.com

Complaint: [redacted] I am rejecting this response because: It a was Honda Accord and the interior was not in great shape, so why I am being charged for these items Sincerely, [redacted]

In response to consumer complaint, we have investigated and reviewed Erika M***'s accountWe 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 checkWe have reached out to Erika and we have explained the situation to her at this timePrestige Financial can not release to the title tell balance is paid in fullWe have provided Erika M [redacted] with this information, we have also told her we will be willing to work with her on the balance owedErika 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 this complaint, I have reviewed the account notes and phone callsBased on my review, I would like to offer an apology on behalf of Prestige for the way Ms [redacted] was spoken toI have addressed the issue with management as well as the individual representative involvedAs 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 teamI would encourage her to reach out to her new representative if she needs any assistance with payment arrangements going forwardIf this does not MsT [redacted] ’s desired resolution or if 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