ComplaintsforChallenge Financial Services Inc

• Initial Complaint

  04/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of promised payment was 4/15/2024, amount $316.00 plus process fee of $9. Payment was completed and funds were taken from account. ********************** stated they havent received payment and told me to make another payment. I reached out to cashapp to get a specialist to review my account and I got an email back from specialist stating payment was completed. I sent challenge financial services receipt from cash app and also forwarded email from specialists. Challenge financial services continued to tell me to make another payment even after providing proof of payment. I advised challenge financial services the only funds I had was for my rent and no consideration was shown. Challenge financial services continued to say they were going to come take my car

  

  Business response

  05/10/2024

  Friday, May 10, 2024

  Dear ******************, Thank you for taking the time to communicate to us regarding your payment made by check on ***** 15, 2024 which was to pay for your March 15 payment and an extension for ***** to get you current till May 15, 2024. Generally, it can take two to five business days for a payment made by check to get all the funds into our account. With that being said, our merchant processing vendor notified us on ***** 19 that payment made on ***** 15 was not processed due to insufficient funds therefore your account was now due for March and *****'s payment.
  On occasion there is the possibility that a misunderstanding may occur of how things are done on their account. Sometimes with a more detailed explanation these type issues can be easily resolved. In fact, that is exactly what has happened here. We spoke with ************** on May 3 and addressed her concern regarding the returned payment and came up with action plan to resolve her account to her satisfaction.
  I have included a copy of the returned payment notice as received via our merchant with this response for your review.
  Please accept our sincerest apology for any trouble or inconvenience we have caused you. Again, we appreciate your feedback as it allows us to take measure towards a better customer experience in the foreseeable future. 

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First I want to start off by saying the dealership lied on my paper work to get me approved for my car which on my down payment amount. Second the car was way over the price it was worth during covid times and also now Im late on my car payment and there being rude about it telling me they can take my car from me even if I pay on the car and that I think I can pay my car when ever I want which thats the case because I was in an bad accident back in December so my co signer has been paying for my car so she fell behind this month and there making it an a issue like we dont pay for my car my car was due March 31 and I havent paid the car yet so now there just being rude and calling so I want to see what are the steps I can take to get help

  

  Business response

  05/03/2024

  We would like to thank *************** for bringing his concerns to our attention. In regards to ******************** claim about the dealership, we cannot confirm what was said or done since no mention of this was brought to our attention at time of our initial welcome call with **************** on 08/01/2022. Additionally, Challenge Financial Services adheres to all FDCPA rules and regulations. Since the initial complaint filed on 04/22/24, our records show that on 04/23/24 **************** spoke to one of our Loan Counselors and addressed his concerns directly with him and came up with an action plan to resolve his concerns which now has been resolved.
  Again,we appreciate your feedback as it allows us to take measure towards a better customer experience in the foreseeable future. 

  Thank you, 

  ************************* | Compliance Manager

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went Aug 18Th to payoff my account in full. They tried to scam me out of $804.00 by saying they added insurance to my account for a vehicle that, I provided proof of insurance for in previous years. I have my emails sent from June - Dec 2021 and June 2022 all showing my proof. I was told they didn't have those records on file and could't locate them. Then i was told to resend the declaration pages and my refund would be available to me within 1-2 business days. I should have recieved it by the 22nd. I called the office and was then told they needed a letter of experience, that the declaration pages weren't good enough. I dealt with the manager of the office that said he would personally handle the situation, I went to my insurance req the ***, sent it to the manager who assured me I would get my refund by the 24th. On the 25th I still had not heard back, I called him, he was busy on a call. Instead of receiving a call back, he went on break. Since it was near closing time on a Friday, I drove to the office. Mind you, I have told them since the beginning my baby is due any day now and I'm dealing with high *** Bieng out in the heat is not ideal for me or my unborn! I got to the office where I was told the check was sent overnight but there was a delay. So I requested they send me a new check directly to me via overnight. I could not go back to pick up the check because I may be facing a c section. I was advised, that was what they would do for me. I then expected my refund by the 29th. It did not show, I spoke with the manager again, he said he'd look into things and give me a call back. Call never came and unfortunately I had to be admitted into the hospital. It is now the 30th and again I had to be the one to reach out, it was told to me that they sent the check regular mail. That I was not willing to pay the overnight fee so they didn't request it. I was never told about a fee and had a witness with me who can vouch that was not what was stated or asked of me.

  

  Business response

  09/13/2023

  Wednesday,September 13, 2023
  
  We would like to thank ************ for bringing her concerns to our attention. We try to make our customers experience easy and enjoyable, and we hold our employees to a very high standard. In this case, we clearly fell short.
  
  In response to ************ issue with her refund; refunds in general can take up to ************************************************************************* an effort to expedite the process sooner, our Loan Counselor Manager offered assistance. Due to a miscommunication on our part, *********** refund was sent directly from our **************** to her home address by accident.
  Since the date of the BBB complaint, we have not heard back from *************
  
  Additionally,Challenge Financial Services has also confirmed that the refund check sent has been cashed. Therefore, we conclude that ************ concern has been resolved.
  
  Please accept our sincerest apology for any trouble or inconvenience we may have caused. Again, we appreciate the feedback, as it allows us to take measure towards a better customer experience in the foreseeable future.
  
  
  Thank you,
  
  
  *************************
  Compliance Manager 

  Customer response

  09/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  07/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My grandmother got a car in 2021, the car dealership told her that they are going to make the due date to ****, just in case she needed time to pay it. Also told her that it will be paid as long as you dont miss payments in two years. 2 1/2 years later without missing a payment. The payments were never more than 5days late if it were late. Challenge financial is still saying she owes $5,700.00. When we called to ask customer service was rude and I asked for her name she mumbled it. First they told us it was the interests, then we called a 2nd time and a different customer service representative told her that she signed a contract that she would pay $15,000.00 even though the worth of the car in the blue book was ******** at most. After calculating the payments made and the payments they are saying needs to be made she would have to pay a total of *********. The photos I included shows on the portal that the transaction jumped from 06/2021 straight to 03/2022. Currently contacting lawyers and trying to find the best one. I just think that its horrible that any company would try to take advantage of an old woman just because they though it was going to be unnoticed.

  

  Business response

  07/27/2023

  Since the complainant (grandson) is not a signed party on our customers contract, we are not permitted to provide specific information regarding the account to him, in order to protect our customers privacy. If our customer would like to contact us directly by telephone at ************** between 8:30 a.m. and 5:30 p.m. PDT (Art ****** at Ext. 133 or ********************* at Ext. 176), we would welcome the opportunity to discuss any misunderstandings or perceived inaccuracies. If the customer so desires, she can have her grandson be part of a 3-way telephone call by giving us her express consent and permission to discuss her account with her grandson.
  To prepare for the telephone call, we have printed a copy of our customers original contract and a ledger of all payments made to date. We have recently mailed a copy of the complete payment ledger to our customer at the address on file.
  We at ********************** take our customers concerns very seriously and strive to improve our customers experience with our company. We take pride in conducting ourselves with the highest ethical standards and strive to follow the terms of our contracts with 100% accuracy

  Thank you, 

  ************************* | Compliance Manager 

   

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Constant harassment and threats from the financial company. They call from phone numbers that are spam. I don't know how they can make calls with numbers that appear names of known people. and they are the financier cloning the phone numbers. for one to answer. the vehicle loan does not lower the amount in each payment. sometimes the current balance goes up. no matter how much you make payments. and they just say that this is how it was in the contracts. i feel like they make everything illegal

  

  Business response

  03/23/2023

  Thursday, March 23, 2023
  
  Dear ****************************************,
  
  Thank you for taking the time to communicate to us regarding an unfortunate experience that took place with our Loan Servicing Team in regards to your account.  Here at Challenge Financial Services we have every desire to address your needs and provide the best solution available.  
  
  When we call customers to remind them regarding late payments, Our goal is to educate our customers on the importance of paying on time to prevent additional interest and late charges. We apologize for any perceived harassment as that was not our intent.
  
  It was our pleasure assisting you on 03/17/23 and explaining to you how the amount that is applied to interest each month on your account is based on the outstanding principal balance and the importance of making timely payments.  Furthermore, we also offered assistance to help pay for mechanical repairs on your vehicle. We are still waiting for the repair estimate from a certified auto repair shop in order to proceed further.  Please let us know when you are ready or if you have any other questions or concerns.    
  
  Thank you, 

  ************** | Compliance Manager

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was speaking to the manager Art in regards to the fact he made an agreement with me over the phone that I pay my car payment for that month and get an extension for the following month because I was struggling after paying for a new transmission. Unfortunately after the transmission went out an unknown person punctured my gas tank and had to pay another $400 to have it repaired so now I was really struggling. I sent them both invoices of the repairs as proof. Once I called to get the extension he proceeded to get very rude and disrespectful and once I called him on it he started getting even more rude and disrespectful telling me because I wasn't getting my way I was upset. No the reason I was upset was because of the disrespectful way I was talked to. Both times him and ******** have been disrespectful. When I asked for his superiors number to make a complaint he refused. And all he kept repeating was is this conversation has been recorded which was absolutely fine with me. So I told him to refer to our last conversation that was recorded about how he was going to help me with an extension. He acted if that conversation never took place and that I was just upset because I wasn't getting my way. Can't even rely on this company to help you and if you do they just disrespect you because they think they can. This company does not need to exist or they need new personnel.

  

  Business response

  09/07/2022

  We at Challenge Financial Services take our customers concerns very seriously and we strive to improve our customers experience with our company. In her complaint, ****************** states that Art, our Loan Servicing Manager made an agreement with me over the phone that I pay my car payment for that month and get an extension for the following month because I was struggling after paying for a new transmission. She also complains of rudeness and a disrespectful way she was talked to.We extend an apology for any perceived rudeness or disrespect. After a complete review of the payment history and account notes it is clear that the account would not normally be eligible for another extension having had one in December 2021 and another very recently in June 2022. However, given the circumstances of mechanical issues outlined by ****************** which caused an unforeseen financial burden, we have made a policy exception and have approved a 3rd extension within a 12-month period. Furthermore, we have approved a reduction in the required monthly payment amount going forward to $316.00 per month with a lowered A.P.R. from *****% to ****% on the remaining balance to benefit ******************. If ****************** wishes to utilize the 3rd extension and have the future payment amounts and interest rate reduced, she simply needs to call ********************** (Favi) as soon as possible to discuss the matter further and be sent acknowledgment forms for her signature. Under complainants Desired Settlement: Complainant states: Billing Adjustment. With return of the signed Extension Authorization form and payment of the extension amount by September 15th, the account will be next due on September 17th. Account notes indicate that a payment of $413.69 has already been pre-scheduled for September 17,2022 as per a subsequent phone conversation between ****************** and ****************** ************* Counselor) on August 31, 2022.

  
  

  Customer response

  09/08/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from them few years ago **** acura mdx vin 2hnyd18234h515847. I have paid off the loan . Challenge financial services had sent me title but to which i have lost. I have called multiple times to get help with satified lien released to which customer ******************** transfer me to ext 124 . Left multiples messages but never receive any call back, I have overnighted the dmv satisfied lien released to them for them to fill but yet to received back. They are on the dmv vehicle record as a lien and i need them to be remove so i can sell the vehicle. Who ever is at their work with ext 124 doesn't respond . I need to fix asap or be given a number to which someone can help me with this issue.

  

  Business response

  09/01/2022

  Thank you ********, for taking the time to communicate to us why our service did not meet your expectations recently. Our records show that on 08/30/2022 our title clerk addressed your concerns directly regarding your lost title and came up with an action plan to resolve your title concern.
  
  Please accept our sincerest apology for any trouble or inconvenience we have caused you. Again, we appreciate your feedback as it allows us to take measure towards a better customer experience in the foreseeable future.
  
  
  Cordially,
  
  
  *************************
  Customer Advocate
  
  
  

  Customer response

  09/01/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 ****** CHR financed thru Challenge Financial. I put 5k down on vehicle. They did not even give me a full month until payment was due. I purchased July 4, 2021 and first payment due August 3,2021. They call and harass me, my mother and my company every month. ******* is rude and he calls at least 3 times in a row when he does call and also sends improperly worded texts. My phone number is the same my address is the same so why does he have to harass and tell my business to others? Is there not a privacy act rule? Also I had to replace tires and have a wheel bearing noise coming from the rear of vehicle. They do charge ridiculous late fees and when I asked for help in May they still had me send in over $250. I signed a paper and sent them the money and he still called me and spoke to me very rudely. He is unprofessional to say the least. Im a truck driver but I did over 20 years in the car business and *** never dealt with someone like him.

  

  Business response

  09/01/2022

  To whom it may concern,
  
  Here at Challenge we strive for excellent customer service and do apologize for any inconvenience or unpleasant experience you may have had with one of our representatives. We will be reviewing your call with ******* and have him participate in re-training to correct any inappropriate conduct we identified from that call. Also,please be aware that your contract date of July 4th and first due date of August 3rd does represent 30 calendar days. The late charges that you are paying of $32.69(5%of your payment) is exactly what is provided for in the contract you signed and agreed to. We hope this answers your questions and concerns. If I can be of further assistance please feel free to call me directly at *************.
  
  Respectfully,
  
  *****************
  Branch Manager

  Challenge Financial Services

   

  
  

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car that is being financed by them after a month or so with the car it ended up in the shop for 8 weeks! Let me mention the transmission and engine had to be redone. I paid for a rental car over $1700 during this time and they agreed to add a months payment to the backend of my loan. I signed a paper regarding this now they are harassing me and making calls to my job after being asked not to call my place of employment. Now I have a man thats sitting in front of my home scaring my daughters while Im at work. I dont know what I should do! Its a lot more I just dont know if they have enough room on here! I have documentation and messages between me and them regarding the payment being placed on the backend.

  

  Business response

  06/30/2022

  We are in receipt of Complaint ID#******** dated 06/22/2022
  
  
  Our records show that on 06/24/22 our Branch Manager ************ spoke to ******************** to address her concerns regarding her vehicles prior mechanical issues and to discuss on how to get account back on track.
  
  
  Regarding the mechanical issues, those were addressed on 04/06/22 when ******************** agreed to add the vehicle repairs to her loan which Challenge Financial had agreed to assist. You have acknowledge that this matter has been resolved.
  
  
  Please be advised that as of 05/25/22,We have complied with your request to cease and desist all calls to your work phone number.
  
  
  On 06/25/22 ******************** called and spoke to our Loan Counselor Manager **************** whom assisted with getting her account current and is next due till July 5, 2022.
  
  
  We believe this resolves your concerns and we apologize for any inconvenience caused by this confusion as,We continue to review our process to improve the overall care and service we provide to our customers.

   

  Thank you, 

  *************************

  Compliance Manager

  
  

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a car from ********************* and within 6 months my car has major issues to the point that I can't drive it. I looked up reviews and discovered that this place is known for selling lemons and cars with issues, provide temporary warranties that do not approve any work that is needed on the vehicles, leaving customers stuck with a car that costs major money for repairs and a car note that is high. Took it to a dealership on 2/24/22 for a diagnostic and informed Riverside Car Sales of the major issues. I informed that its too soon to have major engine issues; and to have a temporary warranty that will not cover anything is pointless. They said there is nothing they can do. Challenge Financial regularly does business with them and is aware of their unprofessional and fraudulent business practices. I spoke with Challenge Financial and they did not have any empathy and still want me to pay on an inoperable vehicle.

  

  Business response

  04/12/2022

  We here at Challenge Financial Services take consumer complaints very seriously, we are disappointed and sorry for this customer's unfavorable experience with their auto purchase. We have spoken to consumer and offered her assistance from Challenge to repair, she refused and indicated she had unit repaired for minor issues($200)and has paid her payment and no further issues were indicated. Should any other issues arise, We are happy to discuss a possible resolution.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩