Consumer complaint received 2023-09-29
Company: Convergent Resources, Inc.
State: MA
Product: Debt collection
Sub-product: Telecommunications debt
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint:
Good evening, Back in late XXXX, I discovered that XXXX XXXX reported my account as delinquent, despite receiving email communications from them that said I had {$0.00} credit balance into XXXX ( XXXX was when the account was reported delinquent ) and having enrolled in autopay for the entire time I had an active account. I received no other indication from XXXX that there was an outstanding balance on my account. Given these reasons, I question the validity of the {$93.00} debt I apparently owe due to XXXXXXXX XXXX  consistent miscommunication and lack of transparency. 

XXXX XXXX XXXX - My XXXX XXXX account was overpaid. I received notice that I would be getting a {$12.00} refund on the account. 
XXXX XXXX XXXX - The last bill summary I received from XXXX. The credit balance was reported as {$0.00}. 
XXXX XXXXXXXX payment - My account was enrolled in autopay for its entire duration. 

On XX/XX/XXXX I reached out to XXXX customer support on their XXXX XXXX XXXX for more clarity on where the debt originated, but they were unable to help me authenticate or get access to my account ( I was sent a link to authenticate this account, but I received a message that said " Looks like the information you entered doesn't match with our records '' ). I have run into similar problems when trying to access the account to view my billing/payment history after services ended. The representative then directed me to call XXXX XXXX Recovery department, and I contacted them on Monday XX/XX/XXXX where I was only provided the number of Convergent Outsourcing, the collections company my debt was sent to. After unsuccessfully trying to call Convergent with the number I was provided, I sent them a debt verification request on XX/XX/XXXX through their website. As of today XX/XX/XXXX, I still have not received a response to my debt verification request from them. Additionally, their website is now inaccessible/reroutes to XXXX automatically, and my attempts to reach out via phone are unsuccessful, so follow up has not been possible. Around this time I had sent disputes to XXXX, XXXX, and XXXX ( each result confirmed the {$93.00} charged to me ). On XX/XX/XXXX I contacted XXXX XXXX again, and was able to connect with a representative who advised me to reach out to XXXX with the reference number XXXX in the subject line. As of XX/XX/XXXX I still have not received a reply. I'm disappointed that XXXX 's lapse in communication and transparency ( it has been incredibly difficult accessing the XXXX account to view my charges to track, where even customer service agents have struggled to find it as well ; emails from XXXX confirming my account was paid in full, but still having the alleged debt sent to collections ) has been incredibly damaging to my credit. I am also frustrated by how difficult it has been to get into contact with the collections agency ( Convergent and/or XXXX  - I am unclear of which one the debt is under ). Please advise/assist on how to proceed.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation