Consumer complaint received 2019-08-08
Company: Unifin Inc.
State: MA
Product: Debt collection
Sub-product: Medical debt
Issue: Communication tactics
Sub-issue: You told them to stop contacting you, but they keep trying

Complaint:
Unifin Inc services a medical debt from XXXX XXXX. Not only did I not receive any statement regarding this bill, but I received misinformation and was not treated fairly. I was offered a 20 % settlement off of the XXXX, but was quoted a different amount. I let the representative know that the amount I was quoted which was around, XXXX was not 20 % of the balance. She then said she would put me down as a refusal to pay. I complained and said in collections theres a difference between a refusal to pay and an inability to pay and I was unable to make payments. I let her know my situation and my consideration to file bankruptcy. I also let the representative know I live in Massachusetts and per regulation, I shouldnt be receiving frequent calls or calls outside of appropriate call times. I continue to receive calls late at night passed XXXX. This agency outsources to a callcenter in XXXX, which has been my primary communication. I let them know I later retained an attorney and am in the process to file a Ch XXXX. Yesterday I got a call at XXXX XXXX from the same XXXX number that had called me previously where the rep identified themselves as unison. Today I called to speak to a manager and she insisted there was a cease and desist on my account. I told her I know it was her company because the XXXX location calls me from a XXXX number and I dont receive collection calls except from that number. The representative prior to me speaking to the manager informed me that XXXX follows a different protocol and he has no knowledge of how they conduct their practices. I asked the manager how she knows it wasnt XXXX placing the calls, and she said because its time stamped. So I asked her why I was getting calls from the same XXXX number. She said it wasnt her company and continued to yell at me because XXXX documents their call stamps. So I asked if their XXXX location uses an automated dialer of which it would document the account for the rep or if the rep manually places the call, she said she doesnt know the back end of their practices. I asked for the address so I can include it in my bankruptcy petition and was told they couldnt give it out to me, but that if I type XXXX incorporated into XXXX, Ill be able to find it. After not being able to find the address, I call Unifin Inc again. The representative asks me why I needed the address. I told her I was filing a chapter XXXX bankruptcy and already have an attorney and that I need the amount due, name of creditors and the address for my bankruptcy. The representative asked me why I was filing a chapter XXXX, I then asked her why would she need to know and why was it relevant? This representative hangs up on me. So I call back, I repeat my introduction and tell the representative I am filing bankruptcy and need the companys address for my petition. She asked me why I didnt want to resolve the debt, I told her the debt would be resolved in a chapter XXXX, she then tried to overcome my objection and I told her I already retained an attorney and need the address. In the middle of giving me the address, she places me on hold and transfers me to a manager without telling me she was transferring me to a manager. I asked the manager if she was the same individual I spoke with before. She said no. She continued the call with offering me settlements after already being notified several times even through previous calls that I have an attorney. I told her I was having trouble locating the company because they identify as XXXX and I cant locate a business entity that practices collections under that name. She insisted they are legitimate and gave me their website. According to their website, they identify as Unifin inc, not XXXX XXXX every representative pronounces the company as XXXX not Unifin. I let her know not only do I need an address but I want to file a complaint based on my experience with them. She then proceeded to tell me theres a cease and desist on my account and theres no way I could have calls, but when I tried asking about their XXXX location because thats where I get these calls, she refused to address the issue and cut me off and said that because I retained and attorney she was going to terminate the call and told me she didnt grant me permission to record the call right before hanging up on me. 
Ive been working in collections for several years, and not once have I worked for a company that conducts their business the way Unifin Inc conducts their business. I urge the CFPB to investigate the company and their outsourced call center because I believe they are in violation of the FDCPA as well. My concerns werent documented and the managers either yelled at me or talked over me and then terminated the calls. The previous agents call me from a XXXX number consistently and when I return the call its a number that doesnt go through unless I answer while it calls. They dont identify themselves as the appropriate Unifin inc and instead pronounced it differently which is highly misleading. Additionally, they offer settlements and quote different amounts to the percentage initially quoted and then back pedal. There was also one call I had with a representative where the mini Miranda was not read to me.

Company response to consumer: Closed with explanation