Consumer complaint: Background : In XXXX of XX/XX/XXXX I began falling behind on payments to XXXX XXXX. A substantial balance had accumulated because of recent large unforeseen expenses - vehicle repairs which resulted from our truck being rear-ended. The insurance company unexpectedly denied claims for over XXXX in repairs. We met minimum payments in XXXX XXXX - {$3100.00}, XXXX XXXX - {$3100.00}, XXXX XXXX - {$2300.00}, XXXX XXXX - XXXX, XXXX. XXXX - {$1100.00} and XXXX. {$4300.00}. we were able to meet these obligations only by closing a small IRA and borrowing. The debt situation began to grow serious. The XXXX minimum payment was {$3100.00} and I was unable to pay it. We paid {$500.00}. There were multiple phone calls and conversations with XXXX XXXX. In XXXX I wrote to XXXX requesting that they grant a XXXX month grace period since I had been a customer for over 20 years and had just become eligible for Social Security Benefits ( and would therefore have additional income ). The XXXX SS benefit check would arrive the last week in XXXX and I promised substantial monthly payments from then until the balance was satisfied. I sent a payment of {$1000.00} on XXXX XXXX and, at the end of the XXXX cycle, XXXX XXXX closed the account and sent it to collection. 
Phone calls from a collection agency began XXXX XXXX, XXXX and repeated multiple times each day. They were all from " unavailable '' or " restricted '' numbers. My XXXX conversation with a representative at " XXXX '' was XXXX XXXX. I sent a letter ( certified return receipt ) requesting that they ceased calling me and send validation / documentation of the debt. I did not receive this documentation so I sent a XXXX request XXXX days later. A short while later ( XXXX XXXX ) I began receiving multiple phone calls from another collection agency, XXXX XXXX XXXX After numerous phone calls ( with a call center in XXXX ) and another letter requesting validation of the debt, I did finally receive the documentation on XXXX XXXX, XX/XX/XXXX. I then called XXXX and spoke with a representative called, XXXX. We hammered out a verbal agreement. 
A " settlement '' was not possible because of our limited financial resources. I needed to make payments. They wanted at least 10 % down. I wanted to put {$500.00} down. The end result was an agreement of {$890.00} down ( which XXXX stated he was able to achieve under " hardship " conditions ) and monthly payments of {$430.00} for 36 months. Except the agreement had to be in XXXX parts - 24 months was as long as they would go. We would need a XXXX agreement for 12 months for the remaining amount. There would be no additional interest on what I owed. I stated that I would send in my own payments and ( on legal advice ) not provide a bank account number and allow them to take automatic payments. I also wanted our agreement in writing before I would send in the XXXX payment. I requested information on the " clean slate '' offer XXXX was making. XXXX directed me to call the credit reporting number at XXXX XXXX since XXXX could not determine how XXXX would report this account. XXXX told me that a letter outlining what we discussed would be sent to me and I should call him when I received it. This was on XXXX XXXX, XXXX. I waited a week ( XXXX XXXX ) and emailed my mail service to forward mail. The packet arrived on XXXX XXXX but there was no letter from XXXX. 
I almost immediately began receiving collection calls from another XXXX #. When I returned the calls I had to start all over with a different office /division of XXXX. I reiterated the terms of the agreement that had been achieved. I dealt with XXXX people at this new office ( XXXX XXXX, then XXXX and finally the " supervisor '' XXXX XXXX. They stated that no letter would be sent until I gave them access to my bank account and they had taken the first payment. This was after ( cont. ) 

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