Consumer complaint received 2016-06-09
Product: Consumer Loan — Vehicle loan
Issue: Problems when you are unable to pay — 
Company: PRESTIGE FINANCIAL SERVICES INC (VA)

I 'm filing a complaint because I have continually received false information, been misled, harassed and threatened by various Prestige Financial account managers. I have also been refused the opportunity to speak to a manager & I was refused the address to send a written complaint. XXXX XXXX advised I could only send it electronically. 
I received this loan because I was in a current Ch XXXX due to a major reduction in income due to the XXXX. Shortly after receiving the loan, my company decided to lay off and relocate apart of the business. I was forced to take another cut in salary. I have communicated every detail of my situation to my previous account manager XXXX XXXX. In XXXX XXXX notified me that my account manager was changing. Eventually, XXXX XXXX became my account manager things went smoothly until I needed repairs and I received a major bill from the IRS. XXXX advised all of my extenstions had been utilized and she could put me on a XXXX program to help me out. Each text message stated that reduced payments would extend the term of the loan and I would accept via text message. XXXX would send text messages before my due date stating that I had to give a post dated check to prevent my account from being escalated for further action ( the account was n't 30 days past due ), she would also insinuate that my vehicle could be repossessed if I did n't post date a check. I would comply in fear of repossession. 
In XXXX when XXXX was on vacation I spoke with XXXX and discovered that I was not in the XXXX program and that I was past due. XXXX could n't explain why XXXX would have provided that information. XXXX was supposed to research and follow up and I never heard back. 
In XXXX I made an arrangement with XXXX via text message to make the payment on XXXX XXXX. On XXXX XXXX, XXXX I received an email from XXXX XXXX ( deadline notice ) stating that I had until XXXX XXXX to respond or my account would be escalated for further action. In addition to email he sent several harassing and threating text messages. On XXXX XXXX, I received another email & I responded again on stating per our text message on XXXX XXXX, the payment would be made on the XXXX ( the info was given to XXXX and XXXX ). XXXX and I went back and forth he accused me of not cooperating. I finally sent him a screen shot via email of the text message exchanges and the text message that provided my initial arrangement with XXXX, I also advised I would file a CFPB complaint. XXXX refused to return my call to review my loan and has yet to send the payment history I requested. He also refused to tell me how many times they have reported me XXXX because of the false information XXXX provided. XXXX then apologized and advised they had system issues. XXXX XXXX I received a random text from XXXX XXXX stating I owed {$250.00} ( after I paid my full amount in XXXX ). He stated that payments were rolled unto the next month and never completed a full payment ( after XXXX told me that could n't happen ). 
XXXX also stated that I was not apart of the XXXX XXXX program and he explained in detail the requirements or the program. XXXX advised she had this approved by her manager & never gave the info that XXXX provided. At this point I 'm tired of receiving conflicting information, being harassed and threatened. XXXX assured me he was here to help and I appreciate it however, it does n't explain why I have received false information especially when XXXX identified himself as a VP and he took my XXXX 's payment and never advised that I was past due or owed an additional amount. Working with Prestige has been the worst experience, it is now impacting my health and I have worked very hard to maintain my credit.