Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am/was an on-time customer. My payment was set up automatically, out of my checking account from the onset of this account. The payment was withdrawn monthly, without fail, and Prizm did not need to hound me for payment. I called on December 2, 2024 requesting a payoff on my account. Kirsten gave me, in writing, a 10 day payoff that was good through 12/12/24. I made her aware that the payoff was being mailed from my bank, on Thursday, 12/5/24. This was within the 10 day payoff timeframe. On Thursday afternoon, I received multiple phone calls regarding my account being late. On Friday 12/06/24, I called and spoke with Courtney, and informed her of the repeated calls for my payment. She said my account was out for repossession as of the next day 12/07/24 if I didn't pay my December payment. I discussed the payoff with her (and the 10 day per-diem) and told her the check was mailed priority mail through USPS. She said to call back on Monday and check to see if the check was received in the mail. On Monday, December 9, I called and was told that the check had not been received and my account was out for immediate repossession. I had to make my December payment or they would take my car. I made the payment and was told as soon as the payoff check arrived they would mail my refund ($448). I was told that refund checks are issued at the beginning and the middle of the month. On Tuesday, December 10, I received notification that the check was delivered to Prizm office in Cincinnati the prior day of 12/09/24. I called Prizm on December 11 and was told it was posted to the account on December 10. At this time, I was told that checks are NOT mailed out 2X/month, but just 1X/month. I am still waiting for my overage, refund check of $448. I called on Thursday, Jan 2 and was told that the check would be issued at the end of the week of January 10, 2025. HORRIBLE, HORRIBLE customer service, especially to those who pay their accounts on time. I'm STILL WAITING.

  Business Response

  Date: 01/03/2025

  Prizm has issued the consumer a refund check.  The check is in the mail today.   Typically checks are mailed once a month, however an exception was made in this situation.  

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car loan was paid in full on 6/15/2024. I was "told" by Prizm Financial that I should either receive a copy of my vehicle title OR a release of lien statement 14 days afterward; once again they REFUSE to cooperate with my request. I have had nothing but bad experiences with this organization and they REFUSE - REFUSE - to allow me to speak with management and lodge a complaint about their unacceptable service, let alone their blatant refusal to cooperate by honoring my request for my documents.

  Business Response

  Date: 07/10/2024

  The electronic lien was promptly released on July 1, 2024, once the consumer's ECH payment cleared with the bank which takes a few days,.  The consumer was informed of this.  ******* has electronic titles, so finance companies do not have original titles.  All title work is handled electronically.  Additionally, the customer will be receiving the original contract marked "paid".  Should she have any questions, she may reach us at ***********************.

  Customer Answer

  Date: 07/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******** ********

  I expected a PROMPT response from Prizm Financial and DEMAND a copy of the Release of Lien be forwarded to me IMMEDIATELY, WITHOUT FAIL, WITHOUT ANY FURTHER DELAY AND WITHOUT ANY FURTHER REFUSAL TO COOPERATE WHATSOEVER!!!!!  I DEMAND A COPY OF THIS RELEASE OF LIEN DOCUMENT BE EMAILED TO ME ASAP!!!

  I EXPECT AND DEMAND THAT PRISM FINANCIAL GOVERN THEMSELVES ACCORDINGLY!!!!

   

  Business Response

  Date: 07/22/2024

  Customer made their final payment on June 15, 2024.  The payment was made via ECH, which takes several days to clear between different banks.  Prizm has no control over the banks or electronic checks and the customer was notified of this on June 18.   Since this is ******* and all title work is electronic, Prizm electronically released its lien promptly on July 1, 2024 after confirmation the final payment cleared.   After such date, Prizm no longer held a lien on the vehicle.  Additionally, Prizm mailed the consumer her satisfied contract and a copy of the ******* print-off showing the lien was released.  Prizm has done everything within its power to handle this matter in a prompt, timely and reasonable manner.  

  Customer Answer

  Date: 07/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that it is impossible to deal with Prizm Financial. 

  Prizm Financial refuses to fully satisfy my request to have the TITLE to my vehicle sent to me as I have asked for REPEATEDLY, and there's not much more I can do.

  I have referred this matter to the ******* Office of the Attorney General.
  
  Regards,
  
  ******** ********
  

• Initial Complaint

  Date:03/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Regarding Harassment and Unfair Treatment I am writing to address some concerns I have regarding the treatment I have been receiving from Prizm Financial in relation to my car payments. As per our contract agreement, there is a specified grace period of 10 days before any late fees are applicable, and I have always ensured that my payments are made within this timeframe. However, despite this policy, I have been receiving threatening messages from Prizm Financial even when my payments are not past the 28th of each month. This behavior is unacceptable and highly distressing. I firmly believe that customers should not be subjected to harassment, especially when they are consistently meeting their payment obligations. While I acknowledge that there have been instances where my payment may have been delayed by a few days due to unforeseen circumstances, I have always made sure to settle the payment promptly. Moreover, the tone and language used in their communications have been disrespectful and offensive. It is disappointing to experience such treatment, especially when I have been a loyal and punctual customer. Given the circumstances, I am seriously considering refinancing my car loan with a credit union. I believe that switching to a different financial institution will not only provide me with better service but also spare me from the unnecessary stress caused by Prizm Financial actions. I urge you to review their policies and procedures regarding customer communication and ensure that such incidents do not occur in the future. Respectful and courteous interaction is essential in maintaining a positive customer relationship. I trust that you will address this matter promptly and take the necessary steps to improve the customer experience. Thank you for your attention to this matter.

  Business Response

  Date: 04/22/2024

  The consumer is correct, late fees are not assessed until the payment is 10 days late.  However, this is not a “grace period” as interest continues to accrue on the loan.  Additionally, if the consumer is more than 10 days late, the collateral can be subject to repossession.  When an account falls past due multiple times, Prizm will elevate the collection of this account in order to prevent a repossession or further default from occurring.   Prizm does not and will not threaten or harass a consumer, but will call and email the consumer as allowed under applicable law.  

  Finally, Prizm does not have any affiliation with the warranty company.  The warranty is provided by a third party and is not sold by Prizm.  Prizm has no relationship or control over what is covered/excluded under the service contract.  All coverage should be spelled out in detail in said contract.   

  As a courtesy to the consumer, Prizm has waived $30 in fees.  Additionally, Prizm has reassigned this account to Senior Representative, Kristen M****r.   The consumer is also free to reach me at *********************** with any questions.  

  Customer Answer

  Date: 04/22/2024

  Dear Better Business Bureau,
  
  I am writing to formally request a reevaluation of the resolution offered by Prizm in response to my initial complaint (Complaint ** ********). Unfortunately, the proposed solution of a $30 waiver does not address the fundamental issues and expenses I have encountered.
  
  When I purchased my vehicle, it came with multiple defects that required immediate, costly repairs totaling $3000 to meet Virginia's state inspection standards. These necessary repairs included purchasing new tires, replacing windshield wiper blades, and installing new brakes – all within the first month of ownership.
  
  The vehicle warranty, sold to me under the assurance of comprehensive coverage, did not support these expenses, leaving me to manage these high costs out-of-pocket. This financial burden significantly impacted my ability to meet the scheduled car payments on time. Despite explaining my situation to Prizm, requesting a mere extension on payment deadlines to manage these unexpected expenses, their response was unyielding. I was instead faced with threats of vehicle repossession during a time when I was actively trying to resolve these issues to maintain my livelihood.
  
  Given these circumstances, a $30 waiver is insufficient and does not fairly compensate for the hardship endured or the expenses incurred. I urge the BBB to intervene and reassess the adequacy of Prizm's response to ensure a just resolution that genuinely considers the financial strain and the initial misleading warranty coverage.
  
  Thank you for your attention to this matter. I look forward to your supportive response in rectifying this issue.
  
  Best regards,
  
  ******** *******

• Initial Complaint

  Date:12/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Every month if a car loan payment is late one day after the due date the company starts with harassing phone calls and emails. They have been advised not to contact me with these harassing phone calls, texts, and emails. They keep doing it every month.

  Business Response

  Date: 01/04/2024

   As a courtesy, Prizm will reassign this account to Manager, Brian M*****  Prizm asks the consumer reach out to us if there will be an issue with the scheduled payment.   If the consumer falls behind and/or fails to maintain insurance, we have to contact them.  If Mr. ******* will proactively stay in touch with us and let us know of issues, we will not have to reach out to him if the payments are past due. 

• Initial Complaint

  Date:09/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I use to have my payment deducted every 2 weeks however towards the end of my nursing school I would make half the payment than about 18 days later make the other half. As much as I tried to communicate with Katelyn and Brian they refuse. All they do is call me, email and text me every day, although I had provided with a date of the other half. The text reads “Jennifer, pay the $260 now or clean out our car” I stated on an email to Katelyn to pick to either call me, email or text but not all 3 and not to continue calling me during work ours. Katelyn stated she would continue calling, emailing, and texting. Every day I hear from them telling me to clean out their car during my work hours and that they will not work with me. The harassment is too much and not respecting your wishes not to be bothered while at work is just insane.

  Business Response

  Date: 09/11/2023

  Prizm apologizes for the issues *** ********* has had with her payment arrangements.  Unfortunately, there have been several late payments and other payment discrepancies.  Due to these issues, Prizm is unable to grant extensions.  However, as a courtesy to *** *********, Prizm will waive $15.00 in late fees.  Additionally, Prizm will reassign this account to Brian M**** (**********************).  

  Customer Answer

  Date: 09/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******** *********
  

  Customer Answer

  Date: 09/20/2023

  Hello, 

  My concern is all about being respectful to the customer. The text message and email threats that stated "Clean out OUR car" was uncalled for. I explained to Katelyn that I'm not able to pick up the phone from 7:00 am to 3:30 pm due to work, however she emails me right away after leaving a voicemail and those are responded back almost immediately.  never ghosted her she knows I can be reached and always reply to her emails. However in August we had a hurricane coming to Florida and I normally lose power, so I advise of the situation. What does Katelyn do, she proceeds to call my family member, why? I have been communicating with her and made her aware of the situation. 

  The only reason you should be calling my family is if I'm not communicating with you or if my phone is off but while I'm communicating with you? There are laws that need to be follow per FDCPA. 

  Why not have mutual respect? Respect my working hours and why refer to the car as "OUR car"? At this point you guys treat your customer with zero respect and do things just because you can, and I know I'm not the only customer that feels this way per your ****** reviews and your BBB reviews. It's mental abuse and harassment at it's best! 

  I'm never late past 30 days and as I understand even if the payment is late one day its late. It is unfortunate that you guys are heartless with people that are trying to do their best specially in these days were everyone is struggling. Do better and stop trying to embarrass people with family for no good reason. 

• Initial Complaint

  Date:08/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A payment was taken from my account illegally today. My payment was made info on July 26th 2 thousandand 3. And today, another payment was made or taken from my account. Illegally because somebody dropped the ball and didn't pay attention to their job. Causing my account to have overdraft fees, negative balance sees all because of your company taking.

  Business Response

  Date: 09/01/2023

  Prizm has reviewed this account.  On July 25, the consumers automatic payment was declined.  Subsequently, they made their payment via Prizm's online payment system.  Unfortunately, their automatic payment was not cancelled and it cleared.  Upon notification of the double payment, Prizm promptly cancelled the second payment.  It takes approximately 24-48 hours for this to show at the consumers' banking institution.  Prizm resolved this matter in a timely and efficiently manner, it, however, cannot dictate the third party bank's processes.  As a curtesy to the consumers, Prizm has credited their account $20.00.  Should they have any questions, they may reach manager Steven E**** at ************************  

• Initial Complaint

  Date:06/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to illness I was hospitalized. Prizm constantly sent threatening emails. My son went online and made the payment for me but put in the wrong account information. I advised Prizm he input the wrong account number and it would be taken care if the next morning. Received a intent to repossess notice, account is 26 days late. Payment has never been more than 30 days late or reported late to the credit bureau for more than 2 years. This is ridiculous and harassing. I could understand if the account was seriously delinquent but under the circumstances one day should have been allowed prior to repossession. Horrible & harassing business practices.

  Business Response

  Date: 06/20/2023

  Prizm is sorry for the health issues the consumer went through.  As a courtesy, Prizm has assigned this account to Senior Manager, Brian M****.  He may be reached at ********************** or ext. ****.  Additionally, Prizm has waived $20 in late fees.  Prizm does need the consumer to provide updated insurance information.  If the consumer has any questions, they may reach Steven E**** at ***********************. 

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Prizm Financial is the company that finances both of our cars. They have harassed us for the last six months. They just repossessed one of the cars and it was 43 days late. The tow driver stated he know for a fact they have never reposed a car before 90 days late, mine was the first at 43 days. They send me nasty text messages, that stopped when I told them I was filing a complaint. They would text, call and email every few hours after the third day the payment is late. The contract we signed has no mention of repossession or retaining the property. The only mention of property is in real estate. I have asked for clarification on the contract, I have asked if I am the only one who has had their car take at 43 days no answers to any of my questions. They did stop texting every few minutes and emails became more appropriate. I have copies of text messages and emails. I would like the refund of the repossession fees.

  Business Response

  Date: 05/15/2023

  Prizm is sorry you are experiencing difficulties with your payments.  Prizm has acted well within all legal means in collecting on both accounts.  As stated in the complaint, the consumers were over 30 days past due on one of their accounts.  This Default triggered a repossession.  Prizm will repossess when a consumer is in Default on their loan agreement.  Per the loan agreement, "Default" is defined as failure "to make a payment in full when due" (Section: "Default").  Furthermore, once in Default, Prizm may choose to "take immediate possession of the Collateral" (Section: "Remedies").  Once a loan is in Default in ***** ********, whether it be a day late or 43, Prizm can lawfully repossess/take immediate possession of the Collateral.  
  

  As a courtesy to the consumers, Prizm will forgive late fees of $30.00 for account Number *****.  Prizm will also assign these accounts to Senior Representative, Brian M**** (ext. ****).  

• Initial Complaint

  Date:02/14/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 27th I spoke with Brian M**** from Prizm Financial in regard to my auto loan. I had fallen behind on my payment due to a unique situation with my former employer. On January I had to quit my former job as a result of negligence in the financial department. My former employer failed to pay myself and several other employees on time as well as failure to provide pay stubs in a timely manor. As a result, On December 23, 2022 I was not paid at all. This led to me having to wait until December 27 to receive my check in cash. I had fallen behind on many bills and even had a overdraft fee of over 300 dollars to my credit union account in which I lost. I had explained my situation to a staff member prior to speaking with Brian and was able to give a payment when I did. However, my mission January 27 was to assure Brian that I would be making a large payment February 3rd to catch up with my behind payments. Brian talked to me like I was less than a human being that day, his exact words was " I'm giving you until 7pm to come up with the money ", as if I were conducting illegal activity or if I were some drug dealer who owed him. He completely disregarded everything I said to him, talked over me and disrespected me as a customer. I'm sure his call was being recorded and it needs to be aware of how horribly I was treated that day. I would like a formal apology from the company, I absolutely barely want to continue business with them because of how I was treated.

  Business Response

  Date: 02/22/2023

  We appreciate ** ******** as a customer. I apologize for the issues ** ******** had with her account.  Brian handled the matter appropriately and per policy. As a courtesy, Prizm will reassign this account to Mary P******. Additionally, if ** ******** has any further issues, she can reach me, Steven E****, directly at ***********************