Consumer complaint received 2023-05-30
Company: CAINE & WEINER COMPANY, INC.
State: CA
Product: Debt collection
Sub-product: Other debt
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint:
On XX/XX/2023 at XXXX XXXX, XXXX XXXX  and XXXX XXXX  my husband attempted to contact XXXX from Caine and Weiner to settle our debt with XXXX. No calls were returned. 

On XX/XX/2023 at XXXX XXXX  he called XXXX at Caine and Weiner and got through. He stated that we wanted to pay the past due amount in order to reinstate our services. My husband requested a summary of the fees and asked if we could get that in writing. XXXX told my husband that she did not have that information and couldn't provide it and that he needed to contact XXXX. I called XXXX and asked for it so that we could see that we were in agreeance of the amount to be paid so that we could settle the debt. XXXX told me that it had to come from the debt collector, Caine and Weiner and that they did not have that info to provide to us. XXXX told my husband she would call him back to provide more info and we did not receive a call back. My husband attempted to contact XXXX again on XX/XX/2023 at the following times as we were very interested in getting this resolved. 
XXXX XXXX  XXXX XXXX  XXXX XXXX  XXXX XXXX  XXXX XXXX  XXXX XXXX  We did not receive a call back so my husband tried again on XX/XX/2023 at XXXX XXXX. XXXX called him back at XXXX XXXX  and when he inquired on the itemization of the current amount of the debt that reflects interest, fees, payments, and credits and XXXX stated that she DOES NOT have to provide that to him. 

XX/XX/2023 XXXX XXXX  I called XXXX to request info and I left a voicemail requesting a call back. 
XX/XX/2023 I called XXXX and requested the itemized breakdown and they told me that Caine and Weiner would have to provide that since it is with their collections company now. I asked the rep at XXXX if we pay the past due amount will we be reinstated and he said yes. He put me on hold to see if the reinstatement dept could help me with the info and they told him no as well. Said it had to come from Caine and Weiner. He did however email me a final statement that shows a balance. But, not a breakdown. The rep told me to call XXXX for help at Caine and Weiner. 

XX/XX/2023 at XXXX XXXX  I called the phone number XXXX and the person who answered the phone transferred me to XXXX. I asked XXXX if she could please provide me with the itemized breakdown of fees for payment. She told me she didn't have to provide that to me. I told her according to the CFPB she did have to provide that to me. I asked her if her office was an attorney 's office or a debt collection office. She replied, " a debt collector '' so, I asked her again how they do not have to abide by the fair debt collections act? She then asked me if I was an attorney and I said no, however, I know my rights. I want to pay the debt, I need to see the fees. She passed me onto a manager. 
XXXX XXXX, manager picks up the phone and I ask her for a breakdown of the fees. She said she will have to ask XXXX if they will provide that info and asked what my intentions were. I said I wanted to pay the past due and reinstate my services. I asked her my options and asked how long it would take to get a breakdown. She stated at least 3 weeks. I asked if we could find a way to do it faster. She said I should have checked my mail and to go search for the info in old mail for myself and figure it out. Both XXXX and XXXX were rude and condescending when all I was truly doing was asking for the fees to settle a debt. Out of frustration I said the " XXXX '' word to her and immediately apologized and stated I was frustrated and that I knew it was wrong. XXXX then went on to lecture me and state that it's my fault I don't have the info. I asked her if instead of waiting for the breakdown, if we paid it now and later received the itemized fees and found discrepancies could we be refunded or credited. She said it was up to XXXX and then proceeded to tell me it is too hard to even answer my questions and that I was all over the place. I said, " yes, I am frustrated and you're listening to be combative rather than to what I am saying. '' I called her job XXXX and hung up on her. 
This entire experience has been a violation of the fair debt collections act and I am requesting to pull the recording of all calls between Caine and Weiner and myself as well as all calls between my husband and Caine and Weiner. 
Due to the denial of our rights, I am requesting that our credit not be affected as we were willing to pay the debt.

Company response to consumer: Closed with explanation