Consumer complaint received 2018-05-04
Company: Convergent Resources, Inc.
State: CA
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
On XX/XX/XXXX I called XXXX XXXX to settle XXXX collection account. I was transferred to XXXX XXXX ( Supervisor ). He stated that I can settle the XXXX account ( XXXX ) in the amount of {$430.00}. XXXX stated that once payment was processed I would receive a letter via email stating that account was settled and closed on Friday XX/XX/XXXX. I used my credit card and settled for {$430.00}. Friday came along and I had not receive the email with the settlement letter. I called the following Monday and spoke with XXXX XXXX. She confirmed that the {$430.00} was received. She then transferred me to XXXX XXXX. XXXX stated that the reason why the settlement letter was not sent was that they needed a credit card receipt showing payment had been cleared. I asked XXXX why he didn't tell me this last Wednesday and he apologized and said he " forgot '' to mention this. He said would put a rush order once they received my credit card statement and I would receive my letter in 24 hours. I submitted my credit card statement to XXXX XX/XX/XXXX at XXXX XXXX. The following day I checked my email and again I received nothing from XXXX XXXX. On XX/XX/XXXX I called XXXX XXXX and spoke with XXXX, she let me know that on her notes stated that {$430.00} was applied to account XXXX and that a settlement receipt was requested on XX/XX/XXXX. She transferred me to XXXX XXXX. XXXX said that he requested letter and that was all he can do at this point. I asked to speak with his Manager. He placed me on a long old and let me know that his manager XXXX XXXX XXXX was in a meeting but he was able to ask him to re-rush the request. He said XXXX would expedite the letter and I should received within 24 hours. On XX/XX/XXXX still I had not received anything. I called XXXX XXXX and spoke with XXXX XXXX, I asked him to transfer me to XXXX. XXXX stated that XXXX had gone home for the day and to try back tomorrow. XXXX said he would put in another request to have email expedite and should receive with 24 hours. Later that day I received a receipt showing that {$430.00} was paid on XX/XX/XXXX and account STILL had a balance of {$430.00} that was still due. On XX/XX/XXXX I once again called XXXX XXXX and spoke with a representative ( didn't catch her name ) I asked her to transfer me to XXXX. She said that XXXX has gone ome for the day. I asked her when XXXX left the office and she said XXXX CT ( XXXX pst ) My local time was XXXX XXXX pst. I then asked her to transfer me to another Supervisor. She transferred me to XXXX XXXX. I explain to XXXX the whole situation and she said that she did see on her notes that the {$430.00} was paid. I asked her to email me the letter I been asking for stating that account was settled and closed. She put me on a long hold. When they jumped back on the call another supervisor was on the line. It was XXXX XXXX. He had not actually gone home for the day, he may have been avoiding me. I asked XXXX why he didnt keep his word on sending me the document I have been requested. He said that indeed they sent me a receipt. I told him that all I received was a receipt showing that I paid the {$430.00} but still was showing a balance of {$430.00}. I again let him know that that's not what we had agreed to. He said that all he can do is request reipert. He also said that he would " Manually '' close the account. I asked him why he didn't do that last week when we settled the account. He stood quiet. I asked him to close the account manually He said that we needed to end the conversation before he can manually close the account because he wasn't at his desk. I asked to speak to his Manager. He placed me on hold. He came back and said that his manager was in a meeting. I told him that he used the exact same excuse last time I asked to speak to his Manager. Then I asked him how long his Manager 's meeting would take. He said he didn't know, maybe 30 minutes maybe the whole day. After so much frustration, I asked XXXX to manually close the account and to send me proof. Hopefully XXXX honors his word this time.

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