Product: Debt collection

My husband and I contacted XXXX and XXXX on XX/XX/XXXX regarding a garnishment that had been placed on my husbands wages. We had a tax lien against his wages that was already in place and taking 100 % of his income. We called to discuss the opportunity to make payment arrangements and reached a representative named XXXX. We discussed the entire situation with her and the fact that we knew the tax lien was not going to take 100 % of our next paycheck and wanted to see if we could set up a payment plan so we wouldn't loose 25 % of our income on top of what the tax levy took from our XX/XX/XXXX paycheck. And then 25 % of all paychecks from XX/XX/XXXX - XX/XX/XXXX. 

XXXX agreed to a payment plan of {$300.00} a month with our first payment to begin on XX/XX/XXXX. We specifically asked about what would happen once the tax levy had been satisfied and if our wages would be garnished at the 25 % amount from that point forward. She advised that based on the communication received from my husband 's employer that no wages would be withheld between our conversation on XX/XX/XXXX and XX/XX/XXXX. That if we made the {$300.00} a month payments as agreed they would not refile the garnishment on XX/XX/XXXX. 

Our wages were garnished on XX/XX/XXXX {$320.00} and on XX/XX/XXXX XXXX. We began calling XXXX and XXXX on XX/XX/XXXX requesting that the call from XX/XX/XXXX be pulled and listened to as we felt we had been misinformed and that we had made payment arrangements to our utility providers based on what we had been told. We are also facing eviction as we have not been able to make full rent payments. We made calls nearly everyday for the last two weeks leaving voicemail messages and requests for the call from XX/XX/XXXX to be pulled to see if we could come to any type of agreement. 

Finally, on XX/XX/XXXX the day before payday we began calling several times an hour trying to get some sort of information or resolution based on the fact that we had proceeded based on incorrect information provided by the representative at the law office. We were routinely sent to VM over and over and left messages that were never returned. 

On XX/XX/XXXX at approximately XXXX pm we received a phone call from XXXX, whom we had originally spoken with and she was incredibly aggressive and informed us that despite multiple requests and promises from the staff at XXXX XXXX the call from XX/XX/XXXX had still not been pulled. She said she remembered the phone call and that there was nothing they would do. She said we were harassing the staff and was yelling and speaking over us consistently throughout the call. We explained that it wasn't our intention to harass staff however we didn't know what else to do as we had been calling for two weeks leaving messages and no one was returning our calls. We were at a point of absolute desperation and needed help. 

When we again asked if the call had been pulled and reviewed, we were told no it had not been. Her supervisor XXXX XXXX, also stated that he would " try '' to pull the call and get back with us in a few days. We explained that we were in a state of crisis and that we needed to have the call pulled today and if possible some kind of agreement reached. We never heard back from XXXX, however, that is when XXXX called and was aggressive and hostile from the instant we initiated the call. 

When she began yelling at us we were trying to clarify if we were on a recorded line at which time she said she was ending the call and essentially hung up on us. 

Our complaint is that not only were we misinformed by their representative but we were also treated with disregard - not having a single call/message returned. Once we were able to speak to someone we were treated with aggression, and hostility including being yelled at for asking for help based on being misinformed.