Product: Debt collection

In XXXX of XXXX we entered into a payment plan to pay our then cancelled XXXX XXXX account through XXXX XXXX partner agency XXXX XXXX XXXX. The account balance at this time was a little over {$11000.00}. The terms of the agreement was sent by XXXX XXXX in writing by mail to us. We were appreciative of the because we were dealing with the grief of losing our child. Every month XXXX deducted the monthly amount from our bank account {$240.00} and paid XXXX XXXX {$240.00} each month stated under AGENCY REMITTANCE on the account due date, which XXXX XXXX charged a {$40.00} late fee then reversed the {$40.00} fee on each statement. We received paper statements from XXXX XXXX and XXXX XXXX XXXX, each month with these details. On XX/XX/XXXX XXXX XXXX XXXX, transferred the servicing of the account to Transworld Systems Inc. and this information was received in writing through the mail from TRANSWORLD SYSTEMS formerly known as XXXX XXXX XXXX XXXX. The letter also stated the account balance was {$3000.00} payments would remain the same {$240.00} deducted from our account and sent to XXXX XXXX per usual. Payments were made as stated above until XX/XX/XXXX. At this point we were paying more than the minimum balance and the account balance was decreasing. We usually didn't check the XXXX XXXX statements each month due to the agreed upon plans and the money was automatically deducted from the accounts, so I believe there were no worries and we would be notified if changes were made in writing as we had been in previous years. The balance in XXXX was {$2300.00}. and the minimum payment was {$78.00}. All of a sudden sometime in XXXX, a credit score alert comes through that we were 30 days late on an XXXX XXXX Account. We thought this to be unbelievable considering the account is cancelled and the payments are being made through Transworld Systems, XXXX XXXX 3rd party debt collector. We then reach out to XXXX XXXX through chat who says the account with a 3rd party agency and to contact them. We contact Transworld Systems and the agent says they have NO RECORD of the account and to contact XXXX XXXX. The online account, the app, will not allow a payment due to the account being cancelled ( which is the dumbest thing ever, and makes it even harder for the consumer ). We call XXXX XXXX, in particular, my wife calls since she pays the bills, to make a payment to bring the account current and to see what occurred and XXXX XXXX apparently has a policy that the account holder is the only person who can pay an account, ( once again, a stupid policy to keep the consumer in debt ), a spouse who is authorized to make payments should be able to at least make a payment. This further delays payment for XXXX 's statement, ( which is MISSING, it was not received by mail nor is listed as a pdf to download in the online account ) a check for {$200.00} is immediately completed signed by my wife and sent to XXXX XXXX. In the month of XXXX and XXXX, my wife and I then draft letters of authorization for her to deal with the account and answers to these issues and emailed those with evidence of the errors to XXXX XXXX corporate. We also dispute with the Credit Bureaus. A rep from XXXX XXXX replies that they will investigate the matters. Someone called and said we would receive a letter on XX/XX/XXXX. The letter sent was from the Credit Bureau Unit to say they will not remove the delinquency because " as the delinquency was not a result of an XXXX XXXX error. '' The {$200.00} payment was applied on XX/XX/XXXX and the balance was {$2200.00}, along with no new charges, fees or interest. The XX/XX/XXXX statement stated a minimum due of {$85.00}. There should not have been a minimum due. It also stated, Includes the past due amount of {$40.00}. We have no clue what the XXXX statement says, because we never received an XXXX statement to send in a payment and it is not listed on the XXXX XXXX account website ( screen shot evidence ) as a pdf to download. A phone was attempted again to make a payment after the authorization was given to my wife to pay and she was still told she could not make a payment in XXXX. At this point nothing is resolved and there is still no information given or sent in writing to say why the account was transferred back to XXXX XXXX from Transworld Systems. XXXX said they have no record of the account. I have evidence that proves otherwise.