Consumer complaint received 2019-03-15
Company: PRESTIGE FINANCIAL SERVICES INC
State: VA
Product: Debt collection
Sub-product: Auto debt
Issue: Communication tactics
Sub-issue: Used obscene, profane, or other abusive language

Complaint:
Good evening, I purchased my XXXX XXXX XXXX in XX/XX/XXXX from XXXX XXXX in XXXX XXXX, VA. Unfortunately, I was advised by the salesman that I would have 45 days to submit my first payment to Prestige Financial ; however, I received a call the following date indicating that they do not have grace periods and late fees and interest are charged per day as the payment was due now. At this time, I was given an option ( prior to even making the first payment on the vehicle ) to change my payment due date to the XXXX of each month if I'm not mistaken. Over the course of my contract, I have communicated with several agents who have either presented themselves as my account manager or collections specialist. XXXX, XXXX, XXXX, XXXX, XXXX, XXXX and XXXX. Beginning on XX/XX/XXXX, I was contacted via email from XXXX XXXX, who advised that he was my new account manager. For several months, Prestige would either email, text or call prior to the due date which ultimately highlighted their proactive efforts to collect their debt prior to the due date and as " courtesy reminders '' to their clients. However, once delinquent, that is when the level of unprofessional behavior is illuminated. I was later assigned to XXXX XXXX as my account manager. Initially, the communication was respectful and polite. Unfortunately, on several occasions, Ms. XXXX was rude, condescending and it was clear that Prestige Financial frequently uses bullying tactics in an effort to collect their debt once you are delinquent. This behavior continued on the telephone, via email and text message. Ultimately, I requested that Ms. XXXX no longer contact me via text, phone and instead, I requested that Prestige assign me a new account manager immediately and cease the text message form of communication. Prestige did eventually cease the texting ; however, the harassment continues to happen via telephone and email with various other account managers, today, it was XXXX XXXX. There was previous conversation with Mr. XXXX as to the car being seized due to late/no payment. I even inquired as to why does it not reflect a late payment on my credit report in which Mr. XXXX stated, " You signed the contract with Prestige not the credit bureaus. '' I continued to inquire that as the creditor, Prestige reports to the credit bureaus and therefore, is Prestige misreporting my payments. Again, Mr. XXXX explained that Prestige does not have control of what is reported to the credit bureaus. This is information, that is not only misleading but is deceitful. I have complained several times regarding, the unprofessional behavior on so many different levels and to no avail. Regarding, Ms. XXXX, she began contacting me as recent as of this year and again I requested that she not handle my case. In fact, On XX/XX/XXXX, I spoke with another account manager, XXXX XXXX who sang Ms. XXXX 's praises and minimized my complaints. He even went on to say that he is considered more brash and abrasive in his communication than Ms. XXXX. On the contrary, in XX/XX/XXXX, I was contacted by XXXX XXXX, Customer Relations Specialist who is indeed the most pleasant and professional agent I have worked with since the beginning of my contract. When asked if I could conduct business with Ms. XXXX and Ms. XXXX alone, I was advised that I could not as she is not able to handling collections cases being in the Customer Relations Department. In short, I am requesting that Prestige cease all threats to " move forward '', " escalate my account '' or make threats such as today, " I suggest you find a way to confirm it will clear or call and make a card payment by XXXX EST today, If not, you are fully aware of where this stands and we will proceed accordingly. '' The harassment and threatening verbiage needs to no longer continue. I have every right to be addressed respectfully, provided with clear and accurate information without being bullied, intimidated or threatened in any way.

Company response to consumer: Closed with explanation