Consumer complaint received 2023-09-05
Company: MRS BPO, LLC
State: NM
Product: Debt collection
Sub-product: Credit card debt
Issue: Communication tactics
Sub-issue: You told them to stop contacting you, but they keep trying

Complaint:
I was a model customer with XXXX XXXX XXXX XXXX. Had a Checking, Savings, Multiple Personal Loans and eventually several credit cards. All of my accounts were in good standing. Loans were paid off. Was carrying a balance on my Credit Card had a large available credit amount. 

Then, oneday someone hacked my account and took a large sum of money. I filed a fraud request for a fraud investigation into the matter with XXXX XXXX. When I called customer Service, instead of them being understanding and professional they started threatening to imprison me and prosecute me if the Fraud investigation did not turn out in my favor.

Several months went by ... .I was finally notified that the Fraud Investigation revealed that my account was one of thousands that had been targeted by an internal source and had been hacked. 

The fees during the investigation kept being accrued ... Covid had affected our Country and my Finances and I was assessed fees beyond my ability to pay. Despite trying to resolve the issue with XXXX XXXX... they sold my account to outside collection agencies. I have been harrassed and threatened and the letters keep coming. 

Most recently, I received a phone call from MRS BPO LLC. a Bill Collector who has recently acquired my account from the previous Collector. They asked me why I have not rectified this account. I expained everything to the lady on the phone... .I explained to her that I was told that my account along with countless others had been compromised from inside the XXXX XXXX XXXX XXXX The lady from MRS then told me that I must file a police report and provide proof that my account was compromised by XXXX XXXX XXXX. I then told her that the fraud department will not give me that information and that XXXX XXXX conducted their investigation and that the cyber attack that affected my account and others was carried out in a manner that I do not have the expertise to track or decipher. XXXX XXXX will never release that information and I explained all of this to the Lady from XXXX XXXX XXXX. 

The Lady then explained that it is my responsibility to send them a police report showing that I have pursued prosecution before they can help me. 

I am the victim of a cyber security breach that allowed my account and countless others to be compromised and now I am being harrassed and belittled and treated as though I am the one who perpetrated the breach. XXXX XXXX XXXX XXXX nor any of the Collection Agencies to include the most recent one MRS BPO even care about what happened. This is so wrong on so many levels. 

XXXX XXXX will never give me hard evidence that someone on the inside took members money. I asked if they could tell me who had hacked the system and the reply I got was... none of that matters ... what matters is that we know about it. I asked them..if they could assure me that it would not happen again ... ..and they said ... .they can not as it had been happening alot. They also told me that it had been an incident that had happened in a manner that sent the monies from the affected accounts to many untraceble Ip Addresses. 

So, there is no way for me to get the information that the Lady from MRS BPO LLC suggest that I obtain and send to them. The lady became very beligerent and her tone was unprofessional as she became very accusatory and agressive. All of this is on a recorded line. I explained to her that she was not trying to help me, and that she was not listening and we were getting nowhere and that I was ending the phone call. I hung up and blocked her number.

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with non-monetary relief