Consumer complaint received 2020-07-27
Company: Waypoint Resource Group, LLC
State: NH
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
I recently applied for a loan and found a collection for Waypoint Resource XXXX ( behalf of XXXX ) and called to discuss. I've moved several times ( 5 ) in the past two years and had no idea this issue was out there. I called Waypoint Resource XXXX on XX/XX/XXXX @ approximatey XXXX XXXX EDT left a message and received a call back. I attempted to settle for delete which was denied so I called the original creditor. Was transferred to the billing office ( not the collection office and spoke with XXXX on XX/XX/XXXX @ XXXX XXXX   EDT. She was more than happy to collect my funds, never advised me it should be transferred to collections, said it would be deleted from my credit report multiple times and would happen automatically. She said I would receive an email receipt of the payment and could log into my account to confirm the payment as well. I submitted the payment and waited. 

On XXXX XXXX I received a text confirmation of processed payment. I did not receive an email and my account did not show me the payment receipt. 

On XX/XX/XXXX I called and spoke with XXXX ( sp? ) who confirmed it should be deleted automatically from credit bureau in 30 days but would not provide me documentation. I asked for a receipt of payment. He said he couldn't get me one. Had to escalate to manager ( did not get name ) who also confirmed to the rep that it would be deleted and they could request a hard copy be mailed to my address within 3-5 days but were not able to send electronically. 

On XX/XX/XXXX @ XXXX XXXX edt I called and spoke with XXXX at Waypoint Resource. He confirmed they received automatic notification from XXXX that it was paid in full. He also claimed they would send a second notification to Waypoint Resource to have it deleted from the bureaus. 

On XX/XX/XXXX @ XXXX XXXX EDT I called and spoke with XXXX at XXXX. She also confirmed they would send an electronic request to Waypoint Resource to have it deleted from my credit report.

It's important to note that 3 different representatives at XXXX and 1 rep at Waypoint Resource ALL confirmed it would be automatically deleted via an electronic notification from XXXX to Waypoint Resource. According to one of the XXXX representatives, his manager ALSO confirmed this. 

On XX/XX/XXXX @ XXXX XXXX  EDT called and was transferred to a disconnected line. 
Called back @ XXXX and spoke with XXXX ( sp? ). XXXX said she wasn't sure but spoke with her manager who said it would be deleted after 30 days automatically. 

Escalated this call to the collections department XXXX why wasn't it there all along? This was a charge off, completely improper to be handling this as billing ) Spoke with XXXX. XXXX was sympathetic and transferred me to her Supervisor, XXXX XXXX. XXXX said there was nothing he could do. The company would not stand by any of their employees. The company would not honor the statements of 3+ representatives. Told me everything about how the account was handled was wrong and it should have gone to Collections. Confirmed it WAS a charge off ( why are they even collecting on it then, is that legal? ) Had the wrong phone number and the wrong address, still! I asked for notification that the account was paid and a pay to delete in writing. He said he couldn't provide either. He said it was my debt and I could have confirmedverified it before but could not dispute it as it was factual. They had ALL the wrong info. Felt a bit intimidated that he told me I couldn't dispute. He advised I would receive a call from his manager, XXXX he gave me his direct contact # in the event of any questions. While I can appreciate the gesture, this also circumvents any official recording, monitoring of the calls and feels like this is a questionable business practice. Doesn't XXXX provide him with a number that I should be calling? 

XX/XX/XXXX XXXX XXXX EDT. Still no call from XXXX. No letter of receipt from XXXX. The account had no notations from the manager. He advised he would reach out to her again and ask her to call. Then offered to email me a paid in full receipt?!!! They said they couldn't do that? I consented to the receipt. The receipt WASN'T in XXXX XXXX  name. So who did I pay? Apparently, Waypoint Resource Group. I  never authorized a payment to a collection agency but somehow they took payment? My payment from my credit card is to XXXX. This seems like a completely fraudulent scheme. 

XX/XX/XXXX XXXX am. Still have not received any further communication, written or verbal, from the company regarding my issue. 

I feel completely misled and the subject of questionable, if not completely deceptive, business practices. My consumer rights were violated multiple times as a result of my interactions with this company. 
If an account is in collection, it should be handled by the collection department or authorized, trained personnel. My claim was handled be several non-collection representatives who misrepresented themselves and my situation and caused additional financial hardship. 
If a customer makes a payment, then a receipt should be immediately available. It's been 20 days and I still have nothing from XXXX showing I made a payment to them. XXXX prevented me from following my consumer rights by intentionally withholding receipt of payment. 
Customer 's should NOT be told they can't dispute information on file like XXXX told me. He said it was " factual '' and so could not be disputed. And yet, he had both an incorrect address and incorrect phone number associated with the account. 

I admit, I should have required verification of the debt prior to any payment. But I was attempting to secure a mortgage and assumed ( ignorantly, it seems ) I was dealing with a respectful organization that would appreciate the settlement of the debt. It as for a small amount ( {$350.00} ) and would not have expected the difficulties and unfair business practices that I've been subjected to. 

I expect XXXX to stand by the commitments of it's Employees and show value to its customers. I urge them to do the right thing in the resolution of this issue.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation