Prestige Financial Services

In response to this consumer complaint, I reviewed the account history and notesI believe we have addressed and resolved Ms [redacted] ’s concernsPrestige has offered a day extension on the December installment due to the customer’s financial hardshipMs [redacted] spoke with collections management and accepted this offer and agreed to the extension termsPrestige will not repossess a vehicle at 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 statusHowever, 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 onlyIf 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-or kd [redacted] @gopfs.com

Complaint: [redacted] I am rejecting this response because: I have not recived the title nor letter, nor refund of dollars My credit has not been updated to show paid in full so how has all my concerns been addressed Also, I would like someone to look at the numerous emails from the employees of their establishment Sincerely, [redacted]

In response to consumer complaint, we have been able to review your account and Prestige is willing to lower the Interest Rate an additional .25% on the account This will take in affect in hours We have been unsuccessful in communicating with the consumer at this time If the consumer has any other further questions or concerns I do encourage her to contact the Compliance Specialist --Kacee P [redacted] -- ###-###-#### [redacted]

Complaint: [redacted] I am rejecting this response because: They keep saying I was suppose to follow up with them which is a statement I told my account manager I didn't need time to think or follow upI informed I wanted to do the extension then Sincerely, [redacted]

In response to Ms [redacted] ’s concern, I have reviewed the accountI was able to find where a call was made despite the block on the accountFirst, I would like to offer an apology on behalf of Prestige to Mrs [redacted] and his husband for the attempted contactBased on my review, although the appropriate blocks were placed on Ms [redacted] ’s’ account an error was made and Ms***s’ husband was contacted by the current account managerManagement has been informed, and the issue has been addressed with the individual representativeAdditional training has been provided regarding account blocks, and I do not anticipate any further attempts to contact Mrs [redacted] or her husbandIf she has any further 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 spoken to our credit reporting team lead, and reviewed the credit inquiryHaving analyzed the matter, I believe we followed all applicable laws and the inquiry was authorizedBased on my review, we received a request for auto financing on 5/30/for a Kia OptimaIn conjunction with the request, the consumers credit was pulled If MsCovington 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

In response to this complaint, I have reviewed the payment history, notes, and phone callsHaving analyzed the matter, I believe we have followed all applicable laws and contract stipulationsBased on my review the account balance is correctOn February 6, Ms [redacted] entered into a month contract to purchase a vehicleTo date, only of the payments have been madeAdditionally, the account has a number of issues that have impacted the current balanceFirst, only of the payments have been made on timeMs***’s payments have been a total of days late, averaging a little more than days late on each paymentSecond, of the payments made were partial paymentsThird, Ms [redacted] received a day extension on March 8th, These events have led to the accrual of additional interest, as well as several late feesThe interest rate was also fully disclosed to Ms [redacted] prior to the contracts executionIt is in the contract pursuant to the truth-in-lending laws and we also discussed the interest rate in our customer interview prior to funding Ms [redacted] did not express any concern over the interest rate at that timePrestige does offer a rate reduction program that may be something she is interested inIf she would like to discuss the details of this program she is welcome to reach out to me directlyIn consideration of the communication concern, I was able to confirm there was an error made by our representative and the appropriate block was not placed on the account, and the customer was contacted by email and text message when she had asked not to beI apologize for any inconvenience this may have causedThe issue has been addressed with senior management as well as with the individual representativeI have placed the appropriate cease and desist block on the account and Ms [redacted] will no longer receive any communication initiated by Prestige unless it is through mailIf Ms [redacted] has any other questions or concerns, I would encourage her to reach out to me directlyKathryn D [redacted] , Compliance Specialist for Prestige Financial – 801-844-or kd [redacted] @gopfs.com

In response to Ms [redacted] 's complaint I have reviewed the accounts history and notes We value Ms [redacted] as a customer and apologize for any inconvenience I have placed a cease and desist on the account to comply with Ms [redacted] 's complaint

Complaint: [redacted] I am rejecting this response because: They have not provided evidence that their withdrawals were permissible Sincerely, [redacted]

In response to this rejection, I believe we have addressed all of Mrs [redacted] ’s concernsOur internal notes have been reviewed which corroborate the dates and dollar amounts of the payments that were authorizedThe notes show that the payment authorization disclosure was read to Mr [redacted] and he agreed to have the payment withdrawn on the dateIf Mrs [redacted] has 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 consumer complaint, Prestige Financial has been unsuccessful in reaching Lydia h [redacted] regarding her concernsWe are still willing to work with MsH [redacted] but would like to be able to communicate with her to be able to come to a resolutionMsH [redacted] is welcome to contact Kacee P [redacted] Compliance Specialist at [redacted] We look forward to working with MsH [redacted] in the future

In response to consumer complaint, Ms [redacted] received a total of Rate Reductions on her accountShe was able to drop her Rate a total of 5.5% on her loan with Prestige FinancialShe is currently received her Rate Reduction at this pointIf Ms [redacted] would like additional information regarding this she is welcome to again reach out to Kacee P [redacted] Compliance Specialist at ###-###-####We look forward to speaking with and working with Ms [redacted] in the future

In response to this complaint, I have reviewed the account notes, text messages, and phone callsHaving analyzed the matter, I believe we addressed and resolve all of her concernsFirst, I would like to offer an apology on behalf of Prestige to Ms [redacted] for the way she was treatedWe value her as a customer and would like her to have a positive experience going forwardBased on my review, the customer was transferred to her account manager when she asked for a supervisorThis has been addressed with management as well as the individual customer service representativeThe Assistant Vice President of Collections spoke to Ms [redacted] on 07/12/2017, and agreed that the statements made by the account manager were unnecessary and they were able to resolve the consumer’s concernsThe resolution includes a block on the account to stop courtesy reminders until the payment is at least one day past due and a new account manager 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 directlyKathryn D [redacted] , Compliance Specialist for Prestige – 801-844-or kd [redacted] @gopfs.com

In response to consumer complaint, Prestige Financial ahs placed a cease and desist on Mr***'s account to not receive calls at workPrestige Financial is a second chance lender so at this time we do not offer a grace periodWith that being said we will work with Mr [redacted] if he needs payment arrangements on his accountPrestige Financial would need to receive a full payment every month on the accountWe do offer help when we are able to give it to our consumersWe do look forward to working the Mr [redacted] in the future and Prestige does apologize if we have caused any inconvenience to Mr***If Mr [redacted] does have any further questions or concerns he is welcome to contact Kacee P [redacted] Compliance Specialist at ###-###-####

In response to this complaint, I have reviewed the payment history and notesHaving analyzed the matter, I believe we have followed all applicable lawsIn consideration of the communication concern, I am unable to locate an instance in which our representatives attempted contact with the customer more than once per day by phone call, and if a voicemail was left once per day by text messageI am also unable to locate any instance in which a representative stated that we do not care if the customer is sick or used inappropriate languageI also reviewed the credit report and the account balance being submitted is correctOn May 7, Ms [redacted] entered into a month contract to purchase a vehicleTo date, only of the payments have been madeAdditionally, the account has a number of issues that have impacted the current balanceFirst, only of the payments have been made on timeMs***’s payments have been a total of days late, averaging a little more than days late on each paymentSecond, of the payments were partial paymentsThird, Ms [redacted] received a day extensionThese events have led to the accrual of additional interest, as well as several late fees If Ms [redacted] has any other questions or concerns, I would encourage her to reach out to me directlyKathryn Despain, Compliance Specialist for Prestige Financial – 801-844-or kd [redacted] @gopfs.com

In response to this complaint, I have reviewed the application in questionBased on my review, the application had a lower rent amount than the consumers actual rentOnce the higher rent amount was discovered we declined to fund the dealHowever, we did reach out to the dealership to provide alternate options in an effort to still provide financingBased on the customers statement it appears that the vehicle was returned and the other financing options did not work outWe apologize for any inconvenience that may have been caused If MsCrews has any additional questions or concerns, I invite her 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 notes, phone calls, text messages, and emailsHaving analyzed the matter, I believe we have followed all applicable laws and am unable to corroborate Mr [redacted] ’s claims Based on my review, we were informed for the first time that the consumer is represented by an attorney on March 30, when his attorney contacted our office directlyThere has been no attempts to contact Mr [redacted] by Prestige since we spoke to him on March 8, The appropriate cease and desist block has been placed on this account and all communication initiated by Prestige will be directed to the consumers attorney If this does not meet Mr [redacted] ’s desired resolution, or if he has any further questions or concerns I would encourage him to have his attorney reach out to me directlyKathryn D [redacted] , Compliance Specialist for Prestige – 801-844-or kd [redacted] @gopfs.comTell us why here

Complaint: [redacted] I am rejecting this response because: Sincerely, Dejuan L [redacted] The response was to a Mrs W [redacted] and that is not meMy name is Dejuan l [redacted] account [redacted] The account I had with them should be paid off now as the car was traded in

Upon Receiving Ms***s complaint I have reviewed the account notes and historyOn January 6th Ms [redacted] requested an account statement and copy of the contract, both were sent to her via email by her account managerPrestige has offered a settlement of $ [redacted] to settle and maintain possession of the car, which she has refusedPrestige is still willing to accept the $ [redacted] to settle and allow her keep the car

In response to consumer complaint, Prestige Financial was able to reach out to MrsW***We offered an extension on her July payment, we received no response from the consumer authorizing the extension on the accountMrsW [redacted] was able to make a full payment on the account for July payment At this time the complaint has been resolvedIf MrsW [redacted] has any additional questions or concerns she is welcome to reach out to Kacee P [redacted] , Compliance Specialist at [redacted] we look forward to working with Mrsw [redacted] in the future