Consumer complaint received 2017-04-29
Company: PRESTIGE FINANCIAL SERVICES INC
State: VA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
I have a vehicle financed w ith Prestige Financial . On   X/XX/17     at   XXXX   XXXX   I communicated to my customer service rep  XXXX   XXXX  that I did not have any funds available in my account and I needed the transaction cancelled. I would pay the payment on   X/XX/17     and will pay it online. He responded to an email on   X/XX/17      XXXX  that my payment was cancelled but he can not allow the payment pass the  XXXX  and offered me to pay {$380.00} and if not he will forward to management for further review. In an email o n  X/XX/17     at   XXXX   XXXX    XXXX   XXXX  sent an email stating that I needed to be aware that my account is now 23 days past due. The deadline for my payment was  XXXX  and if I do n't resolve the payment it will be escalate for a further review. He then asked if there was anything he can do to help resolve this issue. On   X/XX/17     at  XXXX  I had a phone call from  XXXX   XXXX  and he left a voicemail stating that he was looking for my payment and the deadline was  XXXX   XXXX  and he needed it in before Sunday  (  Sunday   X/XX/17     ). Shortly after the voicemail there was a text message from him and it stated the same information left on my voicemail. I responded to the text message on   XX/XX/XXXX   that I 'm unable to talk at that time but reminded him of the email and I told him what I could pay and the date. There was a response text message sent to my cell phone on   X/XX/17     "  XXXX , this is a Subprime loan. We have been trying to work with you and help you. We skipped  XXXX  's payment as well as allowed {$130.00} for  XXXX  's payment. You signed a contract that you would make  one  payment a month. Since this has been difficult, can you truly afford the car? We ca n't keep allowing you to breach your contract. If you are unable to pay by your due date, you need to secure your payment. If you know when you are going to pay why are you avoiding doing so? This is only hurting yourself at this point.  Tomorro  w (  X/XX/17  ) i s the deadline at   XXXX   XXXX    time {$390.00} will need to be paid by the. - XXXX  '' I replied to  XXXX  on   X/XX/17     and explained that her tone was threatening and that I did not have anything to pay and that I will have a payment and what day I can pay it. But they continue to call, text, and send me emails. There was a response email this morning   XXXX      at  XXXX   XXXX   . "  XXXX , We took a risk in funding you this loan, and you are refusing to follow our policies. How do you feel like that is fari? these policies are in place to help you not get upside down and hurt yourself financially. This is not a pay when you want loan. We keep offering you help. But it your choice to deny it. '' This text message did not end with a point of contact or who it was coming from.     I feel that these collection practices are harassing, abrasive, confusing, and disrespectful. My monthly payments are  XXXX  and the contract tells me I need to pay a payment of that amount each month on my due date. They said that I continue to refuse to follow their companies policies. The installment agreement says nothing about providing them with bank account information if my payment is not made on the due date, I feel unsafe that the company is soliciting a check payment from me while the funds are not available in my account. I made my customer service aware of the amount and when I could pay and they continued to tell me the deadline  was th  e   XXXX   XXXX   XXXX   T hen when I informed him again that I had already told him what day and the amount I could pay someone else contacted me via text and told me the deadline was  XXXX   XXXX  and now I 'm refusing to allow them to help me. This is confusing because they are telling me  2  different dates that are not my due date or within the Grace Period that was given, and now there are deadlines on a payment that is 25 days past due. This company needs to be held accountable for these collection tactics and for violating guidelines set in place to protect consumers.

Company response to consumer: Closed with explanation