Propel Tax

Good morning Mr***,We are in receipt of your Revdex.com complaint Thank you for utilizing the Revdex.com portal We are researching your account in detail and will provide a complete response We respectfully request a few more days to complete our review.Thank you, [redacted] Propel Financial ServicesPS - Revdex.com Administrator - please allow us additional time to submit our formal response Thank you

Complaint: [redacted] I am rejecting this response because: Propel stated in was late times I have proof I made several payments in which they said they did not receive it or said my checks was not paid I am attaching a copy of of the check for example they told me was not paid and was sent backI can show bank statements of my payments of not being late timesI have taken a picture of checks sent to,me by chase front and back of the checks to prove someone deposited the money but did not post to my accountIt is not right I can show also the ach debits they took Regards, [redacted] [redacted]

Dear Ms [redacted] , Thank you for contacting the Revdex.com regarding your accounts with Propel Financial Services (“Propel”) We received the following rejection response from you regarding your original complaint: I am rejecting this response because: Propel stated in was late times I have proof I made several payments in which they said they did not receive it or said my checks was not paid I am attaching a copy of of the check for example they told me was not paid and was sent backI can show bank statements of my payments of not being late timesI have taken a picture of checks sent to,me by chase front and back of the checks to prove someone deposited the money but did not post to my accountIt is not right I can show also the ach debits they took We would like to do a complete reconciliation for the payments you state were drafted from your bank account versus what Propel applied to your accounts with us To do that, we will need copies of all the payments you state were drafted We absolutely want to make sure your accounts with Propel were credited appropriately The documentation you provide will help us facilitate that one-to-one match Can you please email the information to [redacted] ***, Propel’s Customer Service Supervisor, at [redacted] ? She can also be contacted at ###-###-#### as she partners with you for the reconciliation exercise Respectfully, The Customer Service Team Propel Financial Services

Please re open my case propel is allowing me to print proof that they took payments from my account and send them inI am going back as far as and it is very time consumingI am sending proof of checks that was paid by my bank when propel said they never got themThank you for undersranding

Dear Mr***,
Thank you for contacting the Revdex.com regarding your account with Propel Financial Services. Please know that you are a valued customer. We take all complaints and suggestions very seriously
We would like to address your concerns regarding
your attempts to make a payment using your debit card. Propel contracts with a third-party vendor to manage, authorize, and process all debit/credit card transactions. If for some reason a debit/credit card transaction is not approved, we refer our customer to the financial institution or issuer of the card for resolution. Please note that, due to a lack of recognition, the third-party vendor may decline a temporary prepaid debit card
We understand your frustration and apologize for the inconvenience that you have experienced previously while trying to make these payments. We can assure your account has not been assessed a late charge as a result of these processing challenges. Our records reflect you spoke with our Servicing Department November 5, and your payment for $has been processed successfully For future reference, Propel accepts payments in various additional ways: check or money order, certified cashier’s check, or recurring automated draft from your checking account or debit/credit card; any of which can be used to remit payment if your particular
debit card issues persist
Addressing your concern with regard to Propel increasing your interest rate, according to your Property Tax Payment Agreement executed on January 12, 2013, your annual interest rate is 13.90% for the terms of the agreement maturing on January 15, 2023. Interest is calculated daily on your principle balance. When your payments are applied to interest and principal, the interest is calculated on the new reduced principal balance. In addition, Propel allows for a day grace period after due date before any late fees are assessed. Currently your account not been assessed any late fees
Lastly, you mention concern regarding the receipt of monthly statements. Our records indicate that your statements have been generated and delivered each month since April 2014. If you are not receiving your statements, please contact our Servicing Department for confirmation of mailing address
As a customer of Propel, please know that we embrace core values that promote quality customer care, respect, commitment, loyalty, and excellence in all we doThese longstanding principles are the foundation of Propel's success and growth
Please do not hesitate to contact us if you have additional questions or concerns
Respectfully,
The Customer Service Team
Propel Financial Services

Complaint: ***
I am rejecting this response because:It seems that Propel, and my bank made mistakes that I now have to pay forYes I set up a auto payment from my bank to PropelAnd every month as far as I knew the payments were being madePropel say that they informed me that the requests for miss payments were sent to meThat is a lie, because I do NOT live at *** ***My address is *** *** RdIt was that when their repcan to my home and made the deal and it has been every day sinceI do not know anyone who lives at *** ***And my bank informs me that no request were made for payment on the so called missing paymentsI feel that Propel mixed up my information with another *** *** And sent payments request to my bank wrongReasons is after they sent me the lease of lien They continue to call me and send me letters requesting paymentAfter speaking with them several timesI was told that they had made a mistake and that there was another *** *** in killeen that they were dealing withI feel that Propel messed up their paper work And are now forcing me to have to pay for itAnd that is WRONG!!!!!!!
Regards,
*** ***

Hello Revdex.com,We are in direct communication with the customer and are working toward a resolution Thank you,*** ***Customer Service SupervisorPropel Financial Services

Dear Ms***, Thank you for contacting the Revdex.com regarding your accounts with Propel Financial Services (“Propel”). We received the following response from you through the Revdex.com on 11/16/17: Please re open my case propel is allowing me to print proof that they took payments from my account and send them in. I am going back as far as and it is very time consumingI am sending proof of checks that was paid by my bank when propel said they never got themThank you for undersranding We will continue to partner with you on the reconciliation, as we absolutely want to make sure your accounts with Propel were credited appropriately. The documentation you provide will help us facilitate that one-to-one match. Please continue to partner with *** ** ** ***, Propel’s Customer Service Supervisor, at ***. She can also be contacted at ###-###-#### Respectfully, The Customer Service Team Propel Financial Services

Response to Revdex.com Complaint # [redacted] August 19, 2015   Dear Mr. [redacted],    Thank you for contacting the Revdex.com regarding your closed account with Propel Financial Services.   We take all complaints and suggestions very seriously.  Below is an overview of your account history which we hope will provide the needed clarification.   Your Propel account was funded on March 31, 2009 in the amount of $4,258.38 with the first payment due on May 1, 2009.  The first payment was received on June 10, 2009 and covered the May and June payments.  You then established ACH debits for subsequent monthly payments.  However, the September, October, and November 2009 ACH drafts were returned due to insufficient funds.  Subsequently, your payments remained behind through August 2010 when you enrolled in automatic recurring credit/debit card transactions at which point your account was brought current.  You paid on time every month through October 2013.  In November 2013 your card was declined.  Below is a detailed list of our written attempts to inform you of your account status:   December 10, 2013 – Important Notice regarding missed payment was sent to the [redacted] address January 1, 2014 – Penalty Notice regarding missed payment was sent to the [redacted] address January 20, 2014 – Delinquency Notice regarding multiple missed payments was sent the [redacted] address February 16, 2014 – Monthly Statement notating past due amount was sent to the [redacted] address February 17, 2014 – As required by law and in accordance with the Texas Tax code 7 TAC § 86.506(b) we notified your mortgage company that your account was 90 days delinquent. March 24, 2014 – Monthly Statement notating past due amount was sent to the [redacted] address   Subsequently, the mortgage company requested a payoff amount which we provided in the amount of $2,352.55 on March 31, 2014.  The payoff amount was received from the mortgage company which closed your account on April 11, 2014.  A small overage of $16.90 was refunded to you in August 2014 at which point your account was settled.   If you have any other questions or concerns, please contact [redacted], Customer Service Supervisor at [redacted].     Respectfully, The Customer Service Team Propel Financial Services   [redacted] Thank you, [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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Propel stated in was late 144 times I have proof I made several payments in which they said they did not receive it or said my checks was not paid . I am attaching a copy of 2 of the check for example  they told me was not paid and was sent back. I can show bank statements of my payments of not being late 144 times. I have taken a picture of checks sent to,me by chase front and back of the checks to prove someone deposited the money but did not post to my account. It is not right I can show also the ach debits they took.
Regards,
[redacted]

Dear Ms. [redacted],    Thank you for contacting the Revdex.com regarding your accounts with Propel Financial Services (“Propel”).   We received the following rejection response from you regarding your original complaint:   I am rejecting this response because: Propel stated in was late 144 times I have proof I made several payments in which they said they did not receive it or said my checks was not paid . I am attaching a copy of 2 of the check for example  they told me was not paid and was sent back. I can show bank statements of my payments of not being late 144 times. I have taken a picture of checks sent to,me by chase front and back of the checks to prove someone deposited the money but did not post to my account. It is not right I can show also the ach debits they took.   We would like to do a complete reconciliation for the payments you state were drafted from your bank account versus what Propel applied to your accounts with us.  To do that, we will need copies of all the payments you state were drafted.  We absolutely want to make sure your accounts with Propel were credited appropriately.  The documentation you provide will help us facilitate that one-to-one match.  Can you please email the information to [redacted], Propel’s Customer Service Supervisor, at [redacted]?    She can also be contacted at ###-###-#### as she partners with you for the reconciliation exercise.   Respectfully, The Customer Service Team Propel Financial Services

Dear Ms. [redacted], Thank you for contacting the Revdex.com regarding your accounts with Propel Financial Services (“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.   Our records show you have had 3 accounts with Propel:  [redacted], and [redacted].  The following is a recap of principal amounts per account:   1.       [redacted] – The loan closed on 10/13/14 for a starting balance of $4,238.08.  This amount was used to pay your 2014 taxes to Gregg county and closing fees. 2.       [redacted] – The loan closed on 7/8/2014 for a starting balance of $5,897.18.  This amount was used to pay your 2013 taxes to Gregg county and closing fees. 3.       [redacted] – The loan closed on 8/23/2013 for a starting balance of $5,291.65.  This amount was used to pay your 2012 taxes to Gregg county and closing fees.    As per the executed Property Tax Payment Agreements, “payments will be applied in the following order of priority: (1) any charges Property Owner owes to Tax Lien Holder other than the Funds Advanced and interest, (2) interest that is due, (3) Funds Advanced. Interest will be calculated on the outstanding balance of funds advanced using the simple interest method and based on a three hundred and sixty-five (365) day year.”   Our records show that over the course of time your accounts were open with Propel, you were delinquent on submitting payment in a timely manner 144 times.  We have attached Account Statement letters, which capture your payment history.  We have also prepared an amortization schedule for each loan which incorporates the amount and the dates payments were made.  We hope these help you understand how interest accrued per the simple interest methodology and how payments were applied, going first to any charges outstanding, then any interest outstanding, and any remaining portion of the payment would then be applied to principal.    Since the final payment on each account has been completed, you will receive refund checks for $210.83, $155.58, and $154.19 for a total of $520.60.   We take feedback seriously and hopefully we have addressed the issues you brought to our attention.  If you have any other questions or concerns, please contact [redacted], Customer Service Supervisor at ###-###-#### or [redacted].   Respectfully, The Customer Service Team Propel Financial Services

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.
Regards,
[redacted]

Dear [redacted], 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. “When I first went Propel I could pay by phone. online by using my credit card, and by...

regular mail. I have had a couple of emergency situation and they have not been understanding. One is my disabled sons and the other Hurricane Harvey. They gave me one payment plan but would not give me one after Hurricane Harvey. After hurricane Harvey they accelerated my loan and was not understanding. After acceleration they would before Harvey they changed all payment options without notice. I could not pay by phone, I could not use a credit card, I cant make a payment online by credit card. and regular mail I have to prove they received it so; I had to send certified because last time they said they didn't receive regular mail. They said they didn't receive my mail when I had to pay them legal fees. All options given in the beginning are changed. They are blocking me from making payments and are not recognizing me as a human that a natural disaster affected. I have made large payments and none went to the principal. I have tried to call Propel Since Feb.2, 2018 thru feb. 12,2018 and no one answers. I had to call the there attorneys office and request they call me and they have not. I asked for a payoff and they wont give it to me. What is going on?” The following is a list of events to address the complaint: 1.       [redacted] took out an account with Propel on February 23, 2013 with a first payment due date of April 1, 2013 and consecutive payments to be made on the 1st of each month.    2.       [redacted] fell behind on the payment obligations and on February 25, 2015, Propel assisted [redacted] with a Payment Plan (Deferment) for 3 months. The deferment was active for the following months:  December 2014, January 2015 and February 2015 and provided the customer with a fresh start.  3.       Immediately following this deferment, the customer fell behind again on their payment obligation beginning in April 2015.  Because of the delinquency and failure to pay, the account was placed into the foreclosure process in October 2015.   4.       The customer contacted Propel and Propel worked with the customer to remove the account from the foreclosure process on November 15, 2015. Propel once again agreed to assist [redacted] with an Payment Plan for 6 months beginning on December 1, 2015 thru May 1, 2016. The payments were $96.32 monthly.  5.       The customer completed the Payment Plan, however, they fell behind again on their obligation immediately following the Payment Plan. 6.       Because of the delinquency and failure to pay, the account was again placed into the foreclosure process in June 2016.  The customer contacted Propel and Propel worked with the customer to remove it from the foreclosure process on August 3, 2016.   7.       Propel yet again agreed to assist [redacted] with a Payment Plan for 6 months starting September 1, 2016 thru February 1, 2017 with the payment being $132.12 monthly.  8.       The customer did not make the agreed upon payments and the account was placed into the foreclosure process again on December 20, 2016 due to the delinquency and lack of payment. Propel understands that emergencies arise, which is why we quickly identified any potential counties impacted by Hurricane Harvey.  For any of those accounts that were in the foreclosure process, such as [redacted], on September 8, 2017, Propel placed the foreclosure process on hold for all customers and kept them on hold through November 1, 2017, thus, allowing customers to contact us to discuss their account in the event they had any hurricane related issues. For [redacted], the hold on the foreclosure process was removed on December 5, 2017. Based on the above, Propel has on multiple occasions attempted to work with the customer to resolve the delinquent nature of their account.  On December 27, 2017, the customer requested an account statement which was sent by mail. The customer requested a payoff statement for the account on February 8, 2018 and the payoff statement was provided on February 13, 2018.  We strongly encourage the customer to pay the account off in full. In the last 24 months, only 11 months of payments have been made. Per the terms of the Payment Agreement,  when a payment is made, the funds will first be applied to any outstanding fees (such as attorney or late fees), any outstanding interest due and then any remaining amount will be applied to principal.  The lack of on-time payments impacts those amounts. In regard to payment options, Propel offers the ability for customers to make payments online through the Customer Portal found at www.propelfinancialservices.com or payments can be mailed in.  The form of acceptable payments are physical checks, cashier’s checks, money orders and wires.  We do not accept credit or debit card payments or payments in the form of cash, both as a protection for our customers. We are here to provide great service and assist our customers in any way we can. We can be contacted at 866-206-9310 or at [email protected].  Respectfully, The Customer Service Team Propel Financial Services

Please re open my case propel is allowing me to print proof that they took payments from my account and send them in. I am going back as far as 2013 and it is very time consuming. I am sending proof of checks that was paid by my bank when propel said they never got them. Thank you for undersranding

Good morning Mr. [redacted],We are in receipt of your Revdex.com complaint.  Thank you for utilizing the Revdex.com portal.  We are researching your account in detail and will provide a complete response.  We respectfully request a few more days to complete our review.Thank you,[redacted]Propel...

Financial ServicesPS - Revdex.com Administrator - please allow us additional time to submit our formal response.  Thank you.

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.
Regards,
[redacted]

PROPEL TAX RESPONSE – 10-10-2014
From: [redacted]
To: Revdex.com of Central, Coastal, Southwest Texas and the Permian Basin
Subject: Respond to Complaint #[redacted]  
Dear Mr. [redacted],
Thank you for contacting the Revdex.com regarding your account with...

Propel Financial Services.  Please know that you are a valued customer. We take all complaints and suggestions very seriously.  
We would like to address your concerns regarding the various differences in the outstanding balance that was communicated to you.  Interest on our [redacted] Tax Liens is accrued on a monthly basis, meaning interest owed at the 1st of the month would be the same amount as interest owed at the end of the month.  On September 5, 2014 you were mailed a letter reflecting a balance as of August 31st 2014.  When you contacted the Propel office in September the balance owed had accrued another month of interest for the September period.   
Below is a breakdown explaining the differences in the balances: 
-  August = Principal balance $251.64 + Interest balance $45.25 = $296.89.  This was the amount quoted in our September 2014 letter in which we indicated it would be good through the end of month of September. 
- September = Principal balance $251.64 + Interest balance $49.02 = $300.66.
On September 19, 2014 a payment in the amount of $300.66 was received by our office.  This was the verbal quote you were provided over the phone.  However,
since the letter dated September 5, 2014 indicated that the amount of $296.89 was good through September 30, 2014, we honored that payoff amount.  This will leave you with a credit balance of $3.77 that will be refunded to you.   It appears that the letter was already generated and in-route to you around the same time you submitted the payoff to Propel. 
On October 6, 2014 our records indicate that you spoke to Mr. [redacted], in which Mr. [redacted] advised you that we had in fact received your payoff payment. Mr. [redacted] indicated that he would forward you a statement of confirmation that the balance was paid in full.
As a customer of Propel, please know that we embrace core values that promote quality customer care, respect, commitment, loyalty, and excellence in all we do. These longstanding principles are the foundation of Propels success and growth. 
 
You are important to Propel and we appreciate your business. Your feedback is invaluable as we continually strive to improve our service. 
Please do not hesitate to call us if you have additional questions or concerns. 
Respectfully, 
The Customer Service Team
Propel Financial Services