Propel Financial Services Reviews (%countItem)
Propel Financial Services Rating
Address: PO Box 100350, San Antonio, Texas, United States, 78201-1650
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Very fast and professional.Hazle free.
I have had only problem after problem with Propel from the beginning of our payment agreement back in July 2015. However, recently I requested a payoff quote which I received and paid in full before the agreed date. I was told by Propel that I would be receiving my release of lien through the mail in 6 weeks. I checked my online account and it stated zero and paid in full, so I waited the 6 weeks to pass for my release of lien to arrive in the mail. It never arrived. I logged back in my account online and to my surprise it had changed reflecting I had a balance now. I have attempted to contact Propel multiple times to no avail. I've left voice mails, emails, and I never receive a reply. When I do get ahold of a rep they are always rude, put me on extensive holds, any at times I've even been hung up on. I just want Propel to honor their very own payoff quote as I paid it in full before the deadline I was given. This is extremely stressful and I am a sick individual. I need this to get resolved as I have proof of the payoff quote, and all my timely payment history. I have gotten nowhere with Propel which is the reason I am escalating it to the Revdex.com.
The attached is Propels response to Complaint ID #***.
Sincerely,
Propel Financial Services
Complaint: ***
I am rejecting this response because:
Propel is stating that they have attempted to contact me in
the past, which is a lie. I had previously left well over ten messages on their
voicemail system (including a call back number), sent multiple e-mails, and
even opened a couple of cases directly from their website. Their customer
service line would ring, I would then be put on hold, and ultimately there was
no representatives available so I would then be routed to their voicemail
system. Only recently, when I opened this case with the Revdex.com did Propel attempt
to contact me. They called twice, and both times when I picked up the phone
they had already hung up. I immediately returned their call and was once again
directed to the voicemail system, never a live representative. Propel is
stating a payment of $195 was returned for NSF funds on December 2017, however,
what truly occurred is Propel attempted to retrieve the funds twice.
Regardless, the payoff quote from January 15th, 2018 stated $1252.80,
therefore, if there was indeed any pending balance from the previous year it
should have been included in said payoff quote. This payoff quote was good
until January 31st, 2018. Propel sates they received the payment for
the payoff quote January 25th, 2018, which is well within the
allotted time frame provided. Propel states that due to the confusion, they
have “forgiven” my balance. It is clear Propel could have included the supposed
outstanding balance on the payoff quote from January considering they are claiming
the pending balance was from December. Propel has a pattern of terrible
customer service, and as per their policy the release of lien was estimated to
arrive in 6-8 weeks. It has been well over this time frame, and they are stating
they now need 30 more days. I do not wish to close this complaint until I
receive a physical copy of my release of lien in the mail as I fear Propel will
once again fail to proceed accordingly. I urge the Revdex.com to keep this complaint
open until I receive said release of lien, at which point I will notify the Revdex.com
of its arrival.
Regards
Attached is Propels response.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
My experience was excellent and easy to take care of my business.
excellent customer service
Thank you!
Staff is friendly with easy to understand instructions and useful information.
Thank you for the feedback - so happy we were able to assist!
It was a very easy process and the 2 gentlemen that helped me went above and beyond to make it as easy as they could for me. They were professional and courteous and deserve recognition. I will recommend you to everyone. Thank you and Blessings from my family to yours.
Thank you for the kind words! We will share this message with our Sales Team right away. We are so glad we were able to assist. We wish you well.
We have used Propel on three occasions. They have been very professional, trust worthy, eased our worries, very quick in their service.
Thank you for trusting Propel for your financial needs. We appreciate your kind words.
I GOT BEHIND IN MY PAYMENTS. CONSEQUENTLY, I RECEIVED A LETTER IN LATE NOVEMBER 2017 TELLING ME THAT I OWED 2600 AND NEED TO PAY THE AMOUNT WITHIN 20 DAYS. I CALLED TO SEE IF I COULD MAKE AN ARRANGEMENT AND WAS TOLD NO AND THAT I NEEDED TO PAY THE FULL AMOUNT DUE. BUT THE LETTER STATED ONE AMOUNT AND THE REP TOLD ME IT WAS NOW 3100 DUE.!!!
I FINALLY MANGED TO GATHER 2900.00 I CALLED TO FIND OUT IF I COULD PAY HERE IN SAN ANTONIO AND WAS TOLD I NEEDED TO SEND ALL PAYMENTS TO DALLAS, TEXAS!!! AND THEN THE REP TOLD ME TO SEND IN THE $2900.00 HOWEVER, THE AMOUNT NOW DUE WAS 3600.00.
I COULDNT BELIEVE IT.. IT KEEPS CHANGING.
I WAS ALSO TOLD THAT THAT THE ATTORNEY FEE GET PAID FIRST AND ALL REMAINING MONIES THEN GO TO THE AMOUNTS OWED.
THATS NOT FAIR!!
WHY DOES THE ATTORNEY GET PAID FIRST AND THEN THE CLIENT. THEIR LETTERS NEVER INDICATE THAT AND THE AMOUNTS STATED ON THE LETTER ARE NEVER THE SAME WHEN CALLING.
I SPENT OVER 23 MINUTES WAITING TO TALK TO A REP THIS LAST TIME ONLY TO BE TOLD I NOW NEEDED TO SEND ANOTHER DIFFERENT AMOUNT THEN STATED ON THE LETTER.
LAST WEEK I RECEIVED ANOTHER LETTER STATING THAT THEY STILL INTEND TO GO THROUGH WITH A FORECLOSURE. THAT I STILLED OWED
$829.00 WHICH ONCE AGAIN DID NOT MATCH WHAT THE REP TOLD ME.
AS OF SATURDAY, I SENT ANOTHER $850.00
I CALLED TODAY AND SPENT 18 MINUTES AND STILL COULD NOT SPEAK TO A REP. I FINALLY HUNG UP.
PLEASE HELP. I DONT UNDERSTAND SO MUCH INCONSISTENCY. AND WHY PAYMENTS MUST BE SENT TO DALLAS, TEXAS?
Dear ***,
Thank you for contacting the Revdex.com regarding your accounts with Propel Financial Services (“Propel”). We received the following from you through the Revdex.com.
“I GOT BEHIND IN MY PAYMENTS. CONSEQUENTLY, I RECEIVED A LETTER IN LATE NOVEMBER 2017 TELLING ME THAT I OWED 2600 AND NEED TO PAY THE AMOUNT WITHIN 20 DAYS. I CALLED TO SEE IF I COULD MAKE AN ARRANGEMENT AND WAS TOLD NO AND THAT I NEEDED TO PAY THE FULL AMOUNT DUE. BUT THE LETTER STATED ONE AMOUNT AND THE REP TOLD ME IT WAS NOW 3100 DUE.!!! I FINALLY MANGED TO GATHER 2900.00 I CALLED TO FIND OUT IF I COULD PAY HERE IN SAN ANTONIO AND WAS TOLD I NEEDED TO SEND ALL PAYMENTS TO DALLAS, TEXAS!!! AND THEN THE REP TOLD ME TO SEND IN THE $2900.00 HOWEVER, THE AMOUNT NOW DUE WAS 3600.00. I COULDNT BELIEVE IT.. IT KEEPS CHANGING. I WAS ALSO TOLD THAT THAT THE ATTORNEY FEE GET PAID FIRST AND ALL REMAINING MONIES THEN GO TO THE AMOUNTS OWED. THATS NOT FAIR!! WHY DOES THE ATTORNEY GET PAID FIRST AND THEN THE CLIENT. THEIR LETTERS NEVER INDICATE THAT AND THE AMOUNTS STATED ON THE LETTER ARE NEVER THE SAME WHEN CALLING. I SPENT OVER 23 MINUTES WAITING TO TALK TO A REP THIS LAST TIME ONLY TO BE TOLD I NOW NEEDED TO SEND ANOTHER DIFFERENT AMOUNT THEN STATED ON THE LETTER. LAST WEEK I RECEIVED ANOTHER LETTER STATING THAT THEY STILL INTEND TO GO THROUGH WITH A FORECLOSURE. THAT I STILLED OWED $829.00 WHICH ONCE AGAIN DID NOT MATCH WHAT THE REP TOLD ME. AS OF SATURDAY, I SENT ANOTHER $850.00 I CALLED TODAY AND SPENT 18 MINUTES AND STILL COULD NOT SPEAK TO A REP. I FINALLY HUNG UP. PLEASE HELP. I DONT UNDERSTAND SO MUCH INCONSISTENCY. AND WHY PAYMENTS MUST BE SENT TO DALLAS, TEXAS?”
The following is a list of events that resolved the complaint.
On 2/6/2018 *** our customer service manager reviewed the accounts and explained the process for accounts in default with ***. Jessica discussed the amounts to take the accounts to current. On 2/8/2018 we received payments to make the accounts current and take the accounts out of default status. We also waived fees of $55.00 and placed the accounts in good standing. We apologize for the inconvenience and miscommunication we may have caused. Appropriate feedback has been relayed involving the accounts. I’m glad we could resolve your inquiry.
We are here to provide great service and assist our customers in any way we can. We can be contacted at or at ***.
Respectfully,
The Customer Service Team
Propel Financial Services
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
I want to add that YES, they did their part once we were able to connect. Jessica was very helpful and I appreciated her assistance.
I would like to kindly recommend that they review the wait time. The Service Center number is overloaded at times. And the customer does not know how long or
where they are in the "Q". Perhaps a system that tells the customer the wait time or how many customers in front of them. Also, please check your system on callbacks. It does not
allow the customer to use it. This would certainly help when trying to get through. My wait time was over 33 minutes. And I called several different times. Just a suggestion.
Thank you...
Regards
I've benefitted from Propel's services on 2 different houses, and have found their customer service to be outstanding. During my first experience with them their website made it difficult to make direct payments, but they've resolved that problem and online payments are easy and convenient now. I prefer direct payments to online banking payments because of the delay with online banking mailed checks. When I had financial difficulty and got behind, they were very understanding and helped me work that out. As a result, I've used their services again.
Propel appreciates your continued patronage and are glad we were able to assist. Thank you for your patience regarding our payments - we count on feedback from our valued customers as we continually strive to improve our technology. Thanks for sharing and Propel wishes you well!
Very satisfied. Its Not the first time they help me out...
Thanks for letting us know you were satisfied. Propel is happy to be able to assist the people of our community. We appreciate you and wish you well.
Great people to deal with, quick and easy
This company was paid in full but continued to draft my account, basically stealing my money. I called and they said it would be refunded in a couple of days. That never happened.
Dear Mr. ,
Thank you for contacting the Revdex.com regarding your accounts with Propel Financial Services (“Propel”). We received the following from you through the Revdex.com on 1/25/2018.
Dear Mr. ,
Thank you for contacting the Revdex.com regarding your accounts with Propel Financial Services (“Propel”). We received the following from you through the Revdex.com on 1/25/2018.
This company was paid in full but continued to draft my account, basically stealing my money. I called and they said it would be refunded in a couple of days. That never happened.
The following is an explanation of what transpired with your accounts:
On 01/29/17, we informed *** regarding his concern for account *** LLC and his refund. We could verify with Mr. that he received his refund in the amount of $174.11 on 1/29/2018, however he wanted to know about his Release of Lien. We informed Mr. his Release of Lien is in process and will typically takes 6-8 weeks for processing. I also explained that we appreciate his patience regarding his refund. Mr. stated that he received the funds per his Revdex.com inquiry however his concern was the Release of Lien and the balance of his payoff. We Informed Mr. we drafted his payment in December on 12/9/2017 which was already included in the Payoff Quote that generated on 12/29/2017 in the amount of $9,131.32. We informed him once the Release of Lien has been completed we would send a copy of it to the address on file to ***. On 2/2/2018 our Customer Service supervisor *** emailed and mailed the Release of Lien to Mr.. We apologize for the inconvenience and miscommunication we may have caused. I’m glad we could resolve your inquiry.
We are here to provide great service and assist our customers in any way we can and can be contacted at or at ***.
Respectfully,
The Customer Service Team
Propel Financial Services
Propel Financial Services is an excellent Company to do business with.
Thank you for the kind review!
Great company great customer service never had a problem with getting my questions answered.
I got behind on my payments for my 3 accounts with Propel and it is not something I'm proud of. I contacted them in early October 2017 to find out what I needed to pay to get caught up to current as well as stop any foreclosure proceedings. I was told I needed to pay $3464.55, $1093.30 and $998.35 to bring the three accounts up to date and stop any legal action and was told the amounts were good through the end of the month.
I called back on October 26th to confirm the amounts were still accurate and that was affirmed by the representative. I overnighted the payments in 3 checks and they posted to my account the next day, October 27th and my checks cleared the bank on October 31st. So at that time, I was current and caught up. But I was recently told when I called that more attorney's fees were added on November 4th so I owed over $3000 again. Even though I followed through on my end to get caught up and was told all legal action would be stopped with the payment.
When I called several weeks ago, the phone disconnected when I started asking why attorney's fees were added when I was current on payments. I called back on Wednesday, January 10th and was told I would have to speak to a supervisor as they were the only ones that can reverse any charges. But they cannot just transfer calls to them. They have to email the supervisor with the situation and my contact information and the supervisor is supposed to call within 24-48 hours. I never received any call. I called again January 17th and requested again to have a supervisor call me but no call as of now. I also submitted a request on the website's contact form to be contacted. I am highly concerned because I think the attorneys are actively still trying to foreclose my property and I cannot speak to anyone that can do anything about this.
Dear Mr.,
Thank you for contacting the Revdex.com regarding your accounts with Propel Financial Services (“Propel”). We received the following from you through the Revdex.com on 1/18/2018.
I got behind on my payments for my 3 accounts with Propel and it is not something I'm proud of. I contacted them in early October 2017 to find out what I needed to pay to get caught up to current as well as stop any foreclosure proceedings. I was told I needed to pay $3464.55, $1093.30 and $998.35 to bring the three accounts up to date and stop any legal action and was told the amounts were good through the end of the month. I called back on October 26th to confirm the amounts were still accurate and that was affirmed by the representative. I overnighted the payments in 3 checks and they posted to my account the next day, October 27th and my checks cleared the bank on October 31st. So, at that time, I was current and caught up. But I was recently told when I called that more attorney's fees were added on November 4th so I owed over $3000 again. Even though I followed through on my end to get caught up and was told all legal action would be stopped with the payment. When I called several weeks ago, the phone disconnected when I started asking why attorney's fees were added when I was current on payments. I called back on Wednesday, January 10th and was told I would have to speak to a supervisor as they were the only ones that can reverse any charges. But they cannot just transfer calls to them. They have to email the supervisor with the situation and my contact information and the supervisor is supposed to call within 24-48 hours. I never received any call. I called again January 17th and requested again to have a supervisor call me but no call as of now. I also submitted a request on the website's contact form to be contacted. I am highly concerned because I think the attorneys are actively still trying to foreclose my property and I cannot speak to anyone that can do anything about this.
We apologize for the inconvenience and miscommunication we may have caused. I’m glad we were able to resolve your inquiry on 1/18/2018.
The following is an explanation of what transpired with your accounts:
On 10/13/17, we informed Mr. on his 3 accounts of the amounts he needed to pay to bring them current. During that time attorney fees were posted to his account per the 2 foreclosure matters pertaining to the accounts.
We identified that there were some charges added to the account ending in 1269 in error and we removed the fees due to the error. The fees should have then been immediately added to a different account, account number ending in 1268, Those fees should have been included in the $3,464.55 quote that was provided by the customer service representative, but they were not. We later corrected the issue and added the fees in after his payment posted on 10/27/17.
After we conducted our research, on 01/18/20188 I explained to Mr. we have agreed to waive all the legal fees totaling $2,385.71 on his account due to the issue and we have since done so. Since the correction was made, I informed the customer he is still reflecting past due 96 days on account ending in 1968 and the last payment made was on 10/27/2017. Mr. stated that he appreciates everything that we have done and understands that his account is past due. We also advised that he paid off account 1269 in 11/2017. For his delinquent account with Propel, Mr. stated that he went online on 1/18/2018 and made a one-time payment for $600.00. He has an additional payment pending for 1/22. Mr. stated that once that payment clears and posts he will pay the remaining amount to bring his account current. I advised Mr. that his current amount due is $815.20 which covers his January payment for account ending in 1268.
We explained to Mr. that during the time of our conversation with him on 10/13/2017 and now, Lamar County joined in our Judicial foreclosure. We informed Mr. he is past due with county and we want to ensure that he contacts Lamar county to resolve that matter. We have notified our attorney to place a hold on our foreclosure, however, since the Lamar county joined our lawsuit, he will need to resolve that matter so the foreclosure can be closed out completely.
I asked the customer if he is in the position to pay those taxes for his 2016 and 2017 taxes for over $5,800. I explained that we can assist him if he needed the help. Mr. understood and would contact Lamar County.
We are glad we could answer and address all your concerns. We are here to provide great service and assist our customers in any way we can and can be contacted at ***
Respectfully,
The Customer Service Team
Propel Financial Services
I have been with Propel for years. They do a terrible job with customer communication. I been sending my checks in to pay my accounts. the last few months my checks are not being cashed. I called them several times after over 20 days to see if they recieved my checks. Each time they aswer was no. Two months ago I put a stop payment on check after they said it was not recieved. That very same night the check hit my account. I asked them for a payoff statement last week and today. Both dollar amounts was different and they indicated that if I pay it off early I still owe them the interest that was caculated. I heard from others in Hartford ct that they will hold checks and put your account into forclosure and blame it on the mail. They will not set up online payments in CT. Please help me
Dear Mr.,
Propel Financial Services, LLC (“Propel”) was notified that you contacted the Revdex.com regarding your account with Propel. We take all complaints and suggestions very seriously. Below is an overview of your account history which we hope will provide the needed clarification regarding the timing of payments received and posted:
· Check number *** for $248.00 was postmarked 2/7/17 and deposited on 2/13/17
· Check number *** for $250.00 was postmarked 3/9/17 and deposited on 3/14/17
· Check number *** for $250.00 was postmarked on 4/8/17 and deposited on 4/12/17
· Check number *** for $250.00 was postmarked on 5/6/17 and deposited on 5/23/17
· Check number *** for $250.00 was postmarked on 6/29/17 and deposited on 7/6/17
· Check number *** for $228.59 was postmarked 7/6/17 and deposited on 7/25/17
· Check number *** for $350.00 was postmarked on 9/5/17 and deposited on 9/12/17
· Check number *** for $350.00 was postmarked on 10/10/17 and deposited on 10/19/17; a stop-pay was received for this payment on 10/24/17
Our records show you recently contacted Propel on 11/6/17, 11/10/17, and 11/13/17, with one of your concerns around the timing of receipt and posting of payments. Unfortunately, we do not have control over the time the postal service system takes to route mail to the intended recipient. One suggestion we provided was to overnight your payments to Propel, wherein you could track the package and receipt of it by us. It is my understanding you declined this option.
One other concern you mentioned was regarding the way interest is calculated and assessed. Your account is assessed interest on the first of each month for the entirety of the month. It is not set on a simple interest methodology. Differences in payoff amounts can be attributed to payments received (thus reducing your principal balance), attorney fees assessed (if your account is in the foreclosure process), or if the balance rolls into the next month, at which point an additional month of calculated interest would be included.
You also mentioned that your “checks are not being cashed”. If there are any payments that have cleared your bank account that are not mentioned above, please provide proof, so we may immediately research and correct your account with us. We absolutely want any checks you show cashed by Propel to be credited towards your account.
If you have any additional concerns or questions, please contact *** at *** or call .
Thank you,
Propel Financial Services, LLC
Complaint: ***
I am rejecting this response because:
Regards,
***
the question about early payoff they mention your still access all future interest if payoff early.
Dear Mr.,
Propel Financial Services, LLC (“Propel”) was notified that you rejected our response through the Revdex.com regarding your account with Propel as follows:
“I am rejecting this response because: the question about early payoff they mention your still access all future interest if payoff early.”
In our former response we stated:
“One other concern you mentioned was regarding the way interest is calculated and assessed. Your account is assessed interest on the first of each month for the entirety of the month. It is not set on a simple interest methodology. Differences in payoff amounts can be attributed to payments received (thus reducing your principal balance), attorney fees assessed (if your account is in the foreclosure process), or if the balance rolls into the next month, at which point an additional month of calculated interest would be included.”
In addition, Sec. 12-146, the Delinquent Tax or Installment. Interest. Waiver of Interest, statute reflects how interest is to be assessed and states the following:
“…If any tax due in a single installment or if any installment of any tax due in two or more installments is not paid in full (1) on or before the first day of the month next succeeding the month in which it became due and payable, or if not due and payable on the first day of the month, (2) on or before the same date of the next succeeding month corresponding to that of the month on which it became due and payable, the whole or such part of such installment as is unpaid shall thereupon be delinquent and shall be subject to interest from the due date of such delinquent installment.”
“…the delinquent portion of the principal of any tax shall be subject to interest at the rate of eighteen per cent per annum from the time when it became due and payable until the same is paid, subject to a minimum interest charge of two dollars per installment which any municipality, by vote of its legislative body, may elect not to impose, and provided, in any computation of such interest, under any provision of this section, each fractional part of a month in which any portion of the principal of such tax remains unpaid shall be considered to be equivalent to a whole month. Each addition of interest shall become, and shall be collectible as, a part of such tax. Interest shall accrue at said rate until payment of such taxes due notwithstanding the entry of any judgment in favor of the municipality against the taxpayer or the property of the taxpayer. The collector shall apply each partial payment to the wiping out of such interest before making any application thereof to the reduction of such principal.”
We are assessing interest in the manner required by statute on a monthly basis. You are only assessed interest through the month in which a balance remains on the account.
In addition, we previously provided you your payment history in our prior response. Since then, we received another payment from you for $1,005.00 and it was posted to your account to be effective 10/25/17.
If you have any additional concerns or questions, please contact *** at *** or call .
Thank you,
Propel Financial Services, LLC