Pace Financial

Pace Financial, LLC ("Pace") appreciates the opportunity to understand its customers' concerns.
Pace reviewed this exchange.
Mrs. and Pace management have spoken since the filing of this review and discussed these matters in greater detail.
Pace will use this uncommon instance to improve Pace customer service.

Pace Financial, LLC ("Pace") appreciates the opportunity to address concerns as this Revdex.com inquiry was its first notice of an issue. In any event, Pace agrees that on 11-30-2019 it received a settlement payment to close this account. When that payment cleared, the title was mailed to the customer on 12-12-19. The instant complaint was filed on 12/16/19; before the credit reporting updates occurred. Upon receipt of this inquiry, Pace confirmed via *** that it shows the factual status of the account: "ACCOUNT PAID FOR LESS THAN FULL BALANCE $0 BALANCE". If Pace has been provided incorrect information from the credit reporting agencies, please advise. Otherwise, Pace considers this matter successfully concluded.

Pace Financial, LLC ("Pace") appreciates the opportunity to respond to this complaint #XXXXXXXX. Pace wants every customer to fulfill the terms of the agreements they made and ultimately succeed in debt free ownership of a quality motor vehicle. Making calls to customers who do not keep their promises is never desirable to Pace. From review of its records and recorded calls, Pace does not find a notation that the customer previously requested that Pace not attempt to contact her at her place of employment. The last time Pace successfully spoke with the customer at work was back in October, 2018. However, when this account became delinquent in July, 2019, Pace attempted to reach the customer and her husband on their personal phones, to no avail. On July 30, 2019, a Pace employee called the customer's place of employment and asked to speak with the customer. The Pace employee identified herself by name, only, and did not mention Pace or the nature of the call. After being placed on hold for more than 15 minutes, the Pace employee terminated that call. On July 31, 2019, the Pace employee called the customer's place of employment and again asked to the speak with the customer. The receptionist asked if this was a personal call. The Pace employee confirmed that it was a personal call, but did not identify herself as being with Pace or the nature of the call. The Pace employee asked for the customer to return her call and provided a return call phone number. Again, Pace did not disclose any element of the nature of the call. Pace does not discuss the details of any customer's account with anyone other than the customer or a person specifically authorized by the customer. While customer's might not like hearing it, when a contract is breached, such as for not timely payment, Pace has the right to recover its collateral. Nevertheless, Pace will honor the customer's desired resolution and noted its records to not make any calls to the customer's place of employment and communicate only with the customer and her spouse. Because the recordings do not support the charge and it will honor the customer's desired resolution, Pace considers this matter successfully concluded.

Pace Financial, LLC ("Pace") will not call Mrs. at her place of employment, per her request. Likewise, before filing its initial response, Pace listened to the recordings of the calls in question and reviewed the computer notes created throughout the duration of the relationship. The records did not, prior to this claim, reflect an instruction to not call her at work. Pace can find no record of any employee mentioning Pace by name or mentioning the nature of the call (Mrs. Gile's breach of contract) to anyone but the account holder or a person to whom the account holder specifically granted authority (her husband). Since Pace trains its' employees to not divulge customer information to third parties, if Ms. has some reliable record indicating something to the contrary, please provide same to this office so it can be used for training purposes. Thank you for your time and attention.

Pace Financial, LLC ("Pace") appreciates the opportunity to clarify the record of its dealings with Ms.. Ms. purchased a motor vehicle pursuant to a retail installment sales contract which provides for monthly payments. Pace has been unable to help Ms. understanding the math of her account. Pace attempted to explain that finance charges accrue from payment date and that every missed due date results in a late charge. Payment on this account has been sporadic with infrequent larger lump sum payments and several NSF charges for returned payment attempts. After multiple attempts to discuss the matter were met with profanity or hang-ups by Ms., Pace mailed a complete payment history to Ms. on July 17, 2019. Credit reporting occurs automatically from the state of the art collection software used by Pace (and many other finance companies). As of this writing, Ms. remains past due and Pace is unaware of any errors with this account. Pace believes its accounting records are accurate and willing to be presented with any facts or documents that might permit an opportunity for correction.

Pace Financial, LLC ("Pace) appreciates the opportunity to correct the record of events. Ms. was 52 days past due from the last valid payment of a retail installment sales contract for a vehicle. By the time Pace was able to reposes the vehicle, 12-17-18, Ms. had used the vehicle without payment for over a month and half. Of the 5 payments that were due from the start of her contract, 2 were returned NSF, 1 was returned with the notation of "No Account can't locate", and the final payment was simply not paid and was overdue. Pace asked for bank records which showed that her bank account was charged for those payments. Ms. provided partial bank documents showing deductions from her account, but the pages were obviously cut-off to correspond with the bank later declining those payments due to insufficient funds (NSF). Pace asked for those document multiple times, but Ms. became agitated and terminated the calls. The payment offer 'to get the car back' obviously occurred after repossession. With the payment history above, there could be no 4th chance.

Pace agreed to purchase Ms. contract based upon her promises to pay on time. She broke those promises and despite attempts to help her, Pace had no alternative to reclaim its property. That property is worth less than when Ms. took possession of it and Pace will take all appropriate legal measures to mitigate its losses. Pace will continue to provide excellent customer service and opportunity for those willing to keep their promises.

Pace remains committed to understanding why payments were not received in its offices as promised. Additional efforts to investigate this matter with the customer have proved fruitless. Pace offered to get on the phone with her bank to clarify why the account numbers on the documents she provided do not match prior payment account numbers. If Pace made an error, it will remedy the situation. Pace welcomes an attorney's involvement. Thanks.

Pace Financial, LLC ("Pace") regrets that Ms. is dissatisfied with the discussion regarding her default in the first payment for her motor vehicle purchase. Ms. told Pace it was a fair deal and that she would be able to make the required payments just a short time prior to Pace paying the full price of the deal. In review of the conversation and the complaint, it appears that Ms. does not appreciate that a business must ask questions to understand why someone has broken the terms of a deal. She did explain her very unfortunate circumstances and the Pace supervisor was trying to ask questions to see if they could come up with good ideas to address this serious loss. However, the conversation was sub-optimal. Pace always seeks to protect its rights and improve customer service.

Pace has used Ms. first payment default situation and circumstances as a training tool to improve its customer service. Pace appreciates the opportunity to resolve this situation and reserves all rights and remedies.

Mr. is considered current by Pace Financial, LLC. If he has future circumstances requiring special attention, he is encouraged to write to ***@pacefinance.com
Please let us know if there remains a need for a more detailed examination of this account or complaint.

Pace Financial, LLC ("Pace") appreciates the opportunity to respond to the concerns of its customers. However, as demonstrated by the contracts signed by Ms. and the records maintained by Pace, the current complaint is without merit. It is particularly important to note that Pace did not sell and does not have any obligation to service the *** product about which Ms. is complaining. Although Pace is a stranger to the *** product purchased by Ms., as a knowledgeable participant in the industry, and by having the same goal as Ms. to resolve her indebtedness, Pace tried to assist Ms. with the processing of her *** claim.

Pace learned about this loss on or about May 25, 2018 when it was contacted by *** Insurance (not Ms.). *** wanted to know how much Ms. owed on the damaged vehicle, upon which Pace has a lien. Pace reached out to Ms.' *** provider so that the *** provider would pay Pace any amounts which *** would not pay. The *** provider advised that it needed the accident report and that Ms. had a copy of same. *** sent over its calculation of obligations to pay, on June 8, 2018. Pace contacted Ms. to request the accident report requested by her *** provider. On June 21, 2018, Pace received a copy of the accident report from Ms.. Pace responded to every communication from Ms., ***, and the *** provider on the same day received. Pace further advocated for increased benefits for Ms. anytime it was invited to participate in the processing of Ms.' claim. Ms.' complaints should be directed to those companies that are under an obligation to provide the services she demands. Pace's professional efforts to assist Ms. only deserve praise.

Pace computer records do not reflect Ms. version of events. Pace was owed a debt by Ms.. Ms. purchased a *** product from someone other than Pace. The *** provider was obliged to pay Pace the difference between the amount Ms. owed Pace and the value of the damaged vehicle. Pace never misrepresented any facts to Ms. and more importantly Ms. never relied upon and statements of Pace that caused her actual harm. That Ms. is displeased with the time within which her *** claim was resolved is beyond Pace's ability to fix. Pace relies upon its records to confirm that it performed its duties properly. Pace seeks only to be paid the benefit of the bargain it agreed to assume when it purchased Ms.' promise to pay and denies it committed the wrongs complained of by Ms..

Pace Financial, LLC ("Pace') regrets that Mr. is upset by the sale of his account, but respectfully submits that consumer permission is not necessary for the sale of an account, an ordinary commercial event. Pace sold Mr. account to a well-respected and competent finance company that was obliged to give Mr. notice of the sale, continue following the terms of the contract and the law, and report its experiences with Mr. to the credit reporting agencies. The purchasing finance company did not "open" a new account, but did assign its own account number to Mr. account. Pace has not erased Mr. payment history with the credit reporting agencies, but has designated the account as sold. This fact is confirmed by the attached 1-26-18 "soft pull" from Equifax (a soft pull does not show as a credit inquiry affecting credit score) showing that 17 payments were made and there were no derogatory remarks. Likewise, as part of its attention to the accuracy of its records, Pace previously ran a soft pull on this account on January 17, 2018 and it showed the same (attached). The sale of the account should have no effect upon Mr. credit score. Even though Mr. contends that he "had to track down the purchasing company to make a payment, so that it was not late" and therefore confirms he did not miss a payment or suffer any penalty, the purchaser of the account was not marking any of the purchased accounts (such as Mr.) as delinquent for missing or making late the first payment occurring after transfer. But if Mr. has proof to the contrary, Pace will make every effort to help resolve same.

Pace does not call customers until AFTER the customer fails to make payment on the due date. Pace expects its employees to treat everyone with respect. Further, review of Pace records show that because Mr. payments were made on or before their due date, Pace never initiated an outbound call to Mr.. However, Pace records show that MRS. was an authorized person on this account and that she regularly called IN to Pace to make payment and transact ordinary business. Pace has no record of speaking with Mr. after the account was opened. If Mr. would like to further discuss this matter or has some documents which bear upon these issues , my contact information is provided.

Thank you for your personal attention.

Based upon the activity upon Mrs. account, as distinct from the account of her husband, which also requires analysis, Pace Financial, LLC would appreciate another few days to prepare its response.

However, insofar as Mrs. account has been very past due and with declined payments and broken promises, she has regularly emailed Pace asking to be called about her account, and her generally pleasant exchange of information with the customer service representative working with her, her allegations of harassment are unwarranted.

Although at no time prior to this complaint has Mrs. directly asked for an accounting, Pace will provide her a payment history for her account and the account of her husband.

Pace Financial, LLC ("Pace") takes very seriously any customer complaint or inquiry. Mrs. mention of her new checking account are consistent with her prior explanations or justifications for inconsistent payment. On October 18, 2017, Pace mailed directly to Mr. and Mrs. a complete and detailed print-out showing the original balance, each and every payment made, any contractually permitted charges (such as late payment charges or NSF fees), and again made plain that Pace stands ready to discuss their accounts and how they might best keep moving forward to satisfying their contractual obligations. Pace believes it has fulfilled all reasonable expectations, but stands ready to further respond, if needed. Thank you for your personal attention.