Consumer complaint received 2021-02-10
Company: AmeriCollect
State: IN
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
I contacted Americollect XXXX XX/XX/2021 at XXXX ET concerning a collections account that was on my XXXX  credit report. I spoke with XXXX, one of their Collections Analysts. After inquiring with respect to the stated account she affirmed that Americollect would immediately update the account with the credit Bureau as paid the same day before the close of business, if I opted for their 'Pay for Delete, which I did. Following XXXX 's guarantee that Americollect would update the account with the credit reporting agencies and expedite my request, I concurred to pay off the account in full, as agreed. It was brought to my attention that if I made the payment over the phone with her that I would not be able to be supplied a payment confirmation nor would it post the same day. Preceding this disclosure I elected to make the payment on their customer portal with the credentials she furnished for my account. I requested that XXXX stay on the line to ensure that the payment was processed successfully. Upon receiving my confirmation from Americollect 's site while still on the phone with XXXX, she confirmed that the payment was posted to their system. XXXX then certified that the " Pay for Delete '' would be sent today ( same day XX/XX/XXXX ) and should be removed from my report in one to two business days.

Having seen no updates to my credit file, confirmation from Americollect or XXXX  account I determined to contact Americollect XXXX XX/XX/2021 seeking an update. I was transferred to XXXX, Collections Analyst who advised me my payment and " pay for delete '' update was not submitted until Monday XX/XX/XXXX. XXXX was instructed of the expectation, terms and arrangements coordinated and set in stone with XXXX on XXXX XX/XX/2021 at XXXX XXXX. She admonished me that the details which were provided to me were inaccurate. Being that they would not expedite anything to the Credit Bureaus, all payments made to Americollect whether online or over the phone are not processed until after 48 hours, and ultimately the payment posted date, in which I confirmed was received by Americollect after my payment. 

Succeeding this exchange with XXXX, I then requested to be placed with a Manager or Supervisor as a result of my dissatisfaction with my pledged expectations being unmet. Subsequent to my transfer I was connected to XXXX, Americollect Supervisor to express my great disenchantment and hurt. She went on to restate the particulars and details shared by XXXX. 

The FCRA law ensures that bureaus report 100 % accurate credit information. This is unfairly penalizing my credit score and I am requesting the account be removed as agreed upon and updated now. I have attached a copy of my payment confirmation to this file. All calls are recorded for quality and training purposes, so if need be I am requesting that the call be pulled from XXXX  XX/XX/XXXX at XXXX ET.

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