Consumer complaint: I will admit, I have not made a payment in two months, because it 's hard enough at this point, keeping food on the table for XXXX children. The reason I have not spoken, or called in to speak with XXXX, is the last time I called XXXX, in XXXX 2015, I had to read off to her the payments I had made in recent weeks, she had not even reviewed the account to see if I had made any additional payments before calling me. The response I received from XXXX is, oops, I 'm sorry, your right, you are current. Today I am being told, I am only current to XXXX. 

When I called and spoke to XXXX in XXXX, and today, XXXX/XXXX/15, I was told my payments were {$35.00}. I was then told today, by XXXX, that my payments are {$30.00} per month. I have made extra payments, in the past, and would like to know when my payment amount went up. When I asked for a copy of the payment agreement letter that 's states the amount my payments are, I was told " I would not be mailed a a copy of my payment agreement letter, only a copy of my payments made. '' The payment agreement letter I have from ICB states my payments are {$25.00} per month. 

I explained to XXXX and XXXX, " it is not that I do n't want start paying on this debt again, it 's that I can not, when I ca n't even hardly feed my kids. My husband is self-employed and out of work. I am trying to keep my family afloat on an income of {$1400.00}. '' I was then told by XXXX " that 's self employed people like to hide things, '' and was told by XXXX that she would write on my account " that I would n't be paying on it anymore. '' That is not what I stated. 

XXXX stated that there have been several things sent over from the XXXX XXXX billing department to collections with ICB, I explained to XXXX that I have not been receiving bills XXXX XXXX XXXX, was unaware that they had been doing that, had discovered the issue, and thought the address issue was resolved, apparently not. XXXX and XXXX were not too interested in hearing what that issue is with XXXX XXXX billing not sending me bills. 

XXXX then stated, I had hung up on XXXX on XXXX/XXXX/15, and I advised XXXX, yes I did. I explained to XXXX, I have explained to XXXX several times, if she 's going to call on a week day, call @ XXXX, XXXX, or XXXX, as this is when I am on break from work, otherwise, I will hang up immediately as I am at work, and most likely have someone at my desk I am assisting. I was told by XXXX, I was very rude, and I told XXXX, well gee XXXX, in the last three months, I have n't received a call, the last call I got, my account holder had to be told by myself, the client, where my account standing was at, and I get told my payment amount is XXXX amount by XXXX person, a different amount by another, your company is refusing to send out a copy of the payment agreement letter, so I can compare what my letter states to the XXXX your company has on file, do you expect me to be pleasant? XXXX then asked why I had not called XXXX? I stated to XXXX " as I explained to you already, when I last spoke to XXXX in XXXX, she did even know my own accounts standing, and now I 'm being told XXXX different payment amounts, your refusing to mail out a copy of my payment agreement letter, you expect me to have any confidence in your company that your doing your job right and payments are going where they are supposed to. I then asked to speak to business owner, I was told I could leave them a voicemail or call back. I advised XXXX, I would be filing a complaint with the XXXX regarding this matter, and would wait for a call back from the business owner, XXXX. 

Company response: Company believes complaint represents an opportunity for improvement to better serve consumers