Complaints

This profile includes complaints for Challenge Financial Services Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Challenge Financial Services Inc

  1004 W Taft Ave Ste 100 Orange, CA 92865-4143

  
• 

  Challenge Financial Services Inc

  2007 Yanceyville St # 3211 Greensboro, NC 27405-5000

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  Challenge Financial Services Inc

  660 Bay Blvd Ste 201 Chula Vista, CA 91910-5200

  
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  Challenge Financial Services Inc

  2701 E Speedway Blvd STE 103 Tucson, AZ 85716-3854

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:06/04/2025

  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.

  I had a loan with them for a couple years now. I paid off the car except 5k its a ****** and it had issues and was at ******* miles I bought a new car and never done this voluntary repo so I called and told them about the matter and they just immediately told me that they were just going to sue me and so I was trying to explain to them to sell the car and auction and we can talk about a payment plan for the remainder and they said that they going to sell it at all and just pursue with suing me instead even though I told them about my car and Work situation and the lady literally told me that she doesnt care and that shes to sue me and was extremely hostile towards me when Im Already sleeping in motels because I my house burned down in a fire.

  

  Business Response

  Date: 06/11/2025

  First and foremost, we want to express our sincere sympathy for the hardships the customer has been facing, especially in light of the personal difficulties they mentioned.

  We understand that this has been a very challenging time, and we regret that any interactions with our team may have contributed further stress.

  After reviewing the account, we can confirm that the customer reached out to discuss a voluntary surrender of the vehicle. We appreciate that they were proactive in communicating their situation and intentions regarding the vehicle and remaining balance.

  We are sorry to hear that the customer felt dismissed and that their experience with our representative was perceived as hostile. This does not reflect our company values or the level of service we aim to provide. We are addressing this matter internally to ensure that all communications with customersespecially those in vulnerable situationsare handled with empathy and professionalism.

  Regarding the vehicle surrender, it is our standard policy to recover the vehicle, assess its condition, and proceed with sale or auction. Any remaining balance after the sale (known as a deficiency balance) is then communicated to the customer, and at that point, we are open to discussing payment arrangements.

  We apologize if the customer was told otherwise, and we want to make it clear that our goal is to work toward a resolution. We are willing to revisit this matter and offer a payment plan once the vehicle is recovered and assessed.

• Initial Complaint

  Date:06/03/2025

  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.

  The dealership sold me a car with this finance company, a month later the car broke down and I had to pay for it out of pocket. I havent had the car for a year and have me problems, I decided that I will just voluntarily repossess the car. I gave the company address where to pick the car up.. months have passed and car is still parked in the front. They called me threatening that they will garnish my wages (before it has been picked up and sold in auction) they sent me text messages claiming the car is not where I said it was. I sent video and photo proof with date and time. They still are claiming that the car is not at the location. I have camera footage, photo and video proof proving that the car is at the location I said and has been sitting there for months. I have neighbors as well that can testify that the car has been parked there for months and havent moved . Neighbors also said that they havent seen anyone come to attempt to get the car. This feels illegal and wrong. This is not right to be lying and saying that we are not telling the truth when we dont want the car. The car is a 2012 ***** and they sold it to us for $12,000 which is outrageous and apr is out the roof as well its over 24% apr. this company is not professional and lies.

  

  Business Response

  Date: 06/11/2025

  Thank you for taking the time to share your feedback. We sincerely apologize for the inconvenience and frustration youve experienced.

  
  We understand your concerns regarding the vehicle and the extended delay in having it picked up. Please know that we have taken steps to resolve the matter and have arranged for the vehicle to be retrieved. We regret the long wait and any miscommunication that may have occurred during this process.

  
  We also apologize if any of our communications caused concern. It was never our intention to add to your frustration, and we are committed to ensuring situations like this are handled with greater clarity and responsiveness moving forward.
  Your feedback is important to us, and we take it seriously as we continue working to improve our service. If you have any further questions or need additional assistance, please dont hesitate to reach out to our customer support team directly.

• Initial Complaint

  Date:05/23/2025

  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.

  We had our loan through Challenge Financial for 2.5 years - never missed a payment. The rates were horrible, but it was a necessary evil at the time, with our credit. Fast forward to the end of January, and we finally decided to purchase a new truck. That meant trading in the jeep we were financing through Challenge Financial. We traded it in, dealership paid off the loan, Challenge sent us a check for $212 because the dealership overpaid on the payoff. In all our wisdom and glory, we threw away said check - we think - with the junk mail. I called Challenge Financial to have them stop payment on the check and issue a new one. I spoke to 3 different people; 2 hung up on me, 1 said, "uhhh, I don't think we can do that." I have also reached out to the "owner, "the person that will respond to this, and he has not responded. Here's the thing: they were paid monies on top of what they were owed, they know we don't have access to cash the check that was sent, and they are refusing to issue a new one. That, ladies and gentlemen, is called theft. I have given them several weeks since I first went down this road of getting our money, and they have not made any attempt to make this right. I don't expect top-shelf customer service; prime interest rates, or a smooth running app. I do, however, expect money to be returned to us, even if that means they have to issue it a second time. I don't know which government agency to get the ball rolling on this. But I don't just want our money returned; they need to be held accountable in some way, shape of form. I will update this when there is an update to provide, be it positive or negative. Apologies for the long-winded ************** is the vin number for the jeep we financed with your company; which is plenty of information to locate the account: *****************

  

  Business Response

  Date: 05/30/2025

  Dear ******, Thank you for taking the time to share your experience, and please accept our sincere apologies for the inconvenience youve encountered.
  First and foremost, we want to acknowledge your timely payments over the course of your loan. We truly appreciate customers who fulfill their obligations responsibly, and we regret that your recent experience in attempting to recover your refund has not reflected the level of service you deserve.

  Regarding the overpayment refund check that was issued, we understand your concern and the urgency in having this matter resolved. It is absolutely not our intent to withhold funds that are rightfully yours, and we apologize for any miscommunication or lack of support you received when trying to resolve the issue by phone.
  Please be assured that a check in the amount of $212.61 was issued and mailed to your home address on April 11, 2025. We are currently looking into the delay in delivery to better understand the cause.

  We would appreciate it if you could kindly confirm once the check has been received, for peace of mind on both ends.

  Your concerns about our service experience, including your interaction with our staff, are being taken seriously and will be addressed internally to ensure we improve how we support our customers in the future.
  
  Again, we apologize for the inconvenience and thank you for bringing this matter to our attention. We are committed to making this right.

• Initial Complaint

  Date:05/08/2025

  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.

  Keep getting calls back ti back textes from ******* from Challenge Financial about an account that is a family members which they have been in contact with I advise them to stop and they keep calling and texting asking for personal information stressing me out

  

  Business Response

  Date: 05/09/2025

  Thank you for bringing your recent experience to our attention. We sincerely apologize for any discomfort or inconvenience it may have caused.

  Your feedback is valuable and helps us improve the way we serve all of our customers.
  

  At **********************, we take concerns about harassment very seriously. As a resolution, we have removed your phone number from the associated account, and you will no longer receive calls/texts from us. Additionally, we have addressed the matter internally, and ******* has been provided with additional training to ensure this type of issue does not occur again.

  We appreciate you taking the time to share your experience. We hope this resolution meets your expectations, and we remain available should you have any further questions or concerns.

• Initial Complaint

  Date:04/07/2025

  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.

  They have been very disrespectful and every time I call they claim to not be available or if they do they play phone tag and transfer me every time. I was promised to have my refund before I move and now they said I have to wait an additional 30 days but I will be leaving the country.

  

  Business Response

  Date: 04/14/2025

  We are in receipt of BBB Complaint ID# ******** sent by **** *******. We have reviewed the complaint and with regard to the complaint, They have been very disrespectful and every time I call they claim to not be available, we at Challenge Financial Services strive to provide excellent customer service to all our customers. Our company motto is **************** First. Please accept our apologies for any inconvenience your experience has caused you. 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 types issues can be easily removed. In fact, that is exactly what has happened here. We spoke to Mr. ******* on 04/07 and was advised about our company policy on refunds. While we cannot change the past, we would like to ask that you allow us to demonstrate that we value our customers and can do a much better job that what you experienced. Once again, please accept our sincere apology for this unfortunate incident and thank you for letting us know about it. Cordially, *.******* | Compliance Manager Ext:164

• Initial Complaint

  Date:04/04/2025

  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.

  My car was stolen at the end of February. I reported it stolen to Challenge Financial Insurance, but as of April 4, 2025, I have yet to be notified of their findings. The loan side of the company contacted me to let me know that my car was to be auctioned. I am still waiting for a written report which states the status of the car the and my claim. i am not clear as to why that was skipped and the car is going to auction.

  

  Business Response

  Date: 04/10/2025

  We are in receipt of BBB Complaint# ******** filed by ******* *****.
  We are very sorry to hear about Ms. ******* concerns regarding her account. We do appreciate the Better Business Bureau's position to mediate in these matters and we make every effort to resolve customer concerns. Management takes these types of complaints very seriously and appreciates you bringing this matter to our attention.
  We have reviewed the account and we ask that Ms. ***** contact our VP of Loan Servicing ***** ********* at ******************** to assist her further to resolve her concern.
  
  Thank you, 

  ***** ********* | VP of Loan Servicing

• Initial Complaint

  Date:12/04/2024

  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.

  I spoke with a rude man named ***** who proceeded to make jokes about my deep voice and calling me a man. He said I needed a father in my life & was speaking very rudely. This occouerd December 3rd around 5:25 pm, when I called back he joked about me being a man laughed at me and hung up on my face.

  

  Business Response

  Date: 12/10/2024

  Tuesday, December 10, 2024
  We would like to thank Ms. ******** for bringing her concerns to our attention. 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, Ms. ******** states that she was told by our representative that she had a deep voice and called her a man.
  Our internal investigation into the matter centered around listening to the call recordings of the telephone conversations that took place on December 3, 2024. Not once did our representative call her a man or made jokes about Ms. ********** voice, so we vigorously deny the accusations made. She also complains of rudeness and a way she was talked to. While we disagree that our representatives were rude or unprofessional, we extend an apology for any perceived rudeness or disrespect. Since the date that the BBB complaint was made by Ms. ********* she has since had a conversation with another loan counselor assigned to her account and came to a mutual agreement to bring her account current by December 16, 2024 and the situation appears to be resolved. Obstacles and issues can be expected during the life of an auto loan, and we at Challenge Financial take pride in our abilities and options to help overcome them amicably whenever possible. Communication both ways is the key. We thank Ms. ******** for her feedback and we will strive to continue our professional, respectful service in the future. Cordially, *. ******* | Compliance Manager

  Customer Answer

  Date: 12/10/2024

  he most absolutely did say all those things I have no reason to lie. 

  

  Business Response

  Date: 12/20/2024

  December 20, 2024
  We at Challenge Financial are very sorry to hear that your experience with your account representative did not meet your expectations.  I have passed your comments onto the ************** Manager's attention for further review. 
  In the meantime, please feel free to contact **************** at ********************** directly, should you have any other questions or concerns.
  
  

• Initial Complaint

  Date:04/26/2024

  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.

  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

  Date: 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

  Date:04/22/2024

  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.

  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

  Date: 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

  Date:08/30/2023

  Type:Product 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.

  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

  Date: 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 Answer

  Date: 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,
  
  ***************************