Consumer complaint received 2021-01-22
Company: ProCollect, Inc.
State: FL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I have been a tenant since XXXX of XXXX always paid my rent on time, never had any complaints regarding my apartment as far as trash neighbors noise disturbance or anything, despite my surrounding. 
on XX/XX/XXXX I received a notification on my credit report regarding a {$1500.00} debt from XXXX XXXX XXXX. I called the collection agency ProCollect, XXXX at XXXX to determine what this is all about and was told they received this account XX/XX/XXXX This is after I had moved out, made a agreement with apartment manager XXXX XXXX and made a payment within the agreed upon time frame. 
Agreement made with XXXX XXXX was Provide your intent to move notice. 
Upon moving out we will close the account and give you a balance upon closure You must make a payment on the balance within 30 days of move out and we will not report it on your credit. per XXXX due to Covid19 they have been doing this for a lot of residents My work contract ended and i became very limited on income which was states to XXXX and within the intent to vacate notice. In XXXX I did have a little trouble paying the rent but I provided {$300.00} After following his instructions and moving out in XXXX and returning the keys to the office I would wait to receive a ledger and balance owed, this never came I would call multiple days and no answer I also left multiple voice messages with no return call. Because I paid rent by my online portal I thought the balance would be there so I checked, I noticed within my online account a late fee of {$25.00} plus {$5.00} each day was added as late fees my contract has the box marked for late fee Flat Rate of {$25.00} only. 
At that point i called again and a female leasing agent answered the phone XXXX wasnt in the office I explained what was going on and how I was waiting on a balance due to I needed to know how much I needed to pay before my 30 days was up. She couldnt give me a balance because my account wasnt closed but she did say there was no minimum amount to pay as long as the debt is getting paid on I would be fine and she would leave a message for a callback. 
No one called me back, so I kept calling the no answering the office phone continued, by this point its XX/XX/XXXX I called one last time striving to get answers due to I had a deadline to make a payment on a balance I didnt know of. This is when XXXX answered the phone XXXX was out of the office however, I explained what was going to XXXX and he pulled up my account and determined the account was still open. At that point XXXX called XXXX while I was on the phone and XXXX walked XXXX through what to do. Once the account was closed XXXX took my forwarding mailing address and informed me that I should receiving a complete balance owed soon and reminded me I must make a payment. 
I never received a balance so I called the office multiple times once again no answer or someone would take a message. Due to it was coming close to the XXXX of XXXX I decided to physically go to the office. There was a lot of angry tenants there but I waited my turn XXXX was in the office on this day XX/XX/XXXX. I was able to speak to XXXX I refreshed his memory of what was going on and what was said he confirmed, he took my payment of {$100.00} that I purchased on XX/XX/XXXX on that day and gave me a copy of it for my records and asked a female leasing agent to print me a ledger to determine what was left to pay ( proof of dates are on the top of the ledger and money order ) We went over the Ledger before I left the office to make sure I understood what I owed and XXXX stated you owe {$590.00} with the {$100.00} payment its now {$490.00}. 
At that point I thought everything was good to go and I was in compliance with the agreement. As XXXX came around my contract started back up the last week and I forgot to come in. The first week on XXXX I called to inform the office I was coming in on that Saturday XX/XX/XXXX to make a payment for XXXX and XXXX but no one answered. 
on XX/XX/XXXX I received a notification on my credit report regarding a {$1500.00} debt from XXXX XXXX XXXX. I called the collection agency ProCollect, XXXX at XXXX to determine what this is all about and was told they received this account XX/XX/XXXX with a statement of Refusing to Pay This is after I had moved out, made a agreement with apartment manager XXXX XXXX and made a payment within the agreed upon time frame. 

On XX/XX/XXXX I went into the office regarding this matter and spoke with another office manager XXXX XXXX we discussed this matter and she also got on the phone with XXXX. The first issue was they didnt see my first payment in the system at that point she took my copy of the money order, she had to find the payment within her system at which she did and stated she needed to send it to accounting ( XXXX ) she began to write notes on the copy of the money order as to everything she needed to do while discussing my account and what is needed to fix the errors with XXXX on the phone. 
As you can see on the bottom of the money order copy her notes of what needed to be done per her conversation with XXXX. 
Ask for letter XXXX showing up on credit report Gave notice to XXXX60 Days Notice XX/XX/XXXX Charged full month $ XXXX Paid XX/XX/XXXX XXXX Balance XXXX XXXX Charged proated XXXX XXXX Paid {$100.00} Sent To XXXX Get Late fees Taken off I have called multiple times due to the collection agency has notified me that they have not been contacted by XXXX XXXX XXXX with any updates on the account. On XX/XX/XXXX I emailed XXXX at XXXX for a update I didnt receive a response. That same week I called the office a female leasing agent answered and a message was taken for a callback for XXXX due to she was on the property no callback, on the following week XX/XX/XXXX ( I believe ) XXXX was in Court per XXXX she would take a message and on XX/XX/XXXX my mom went to the office for a update per XXXX she now does not know what needs to be done or how to do it and XXXX was working at another property that day and XXXX provided my mom with a phone number to reach a XXXX XXXX I called and it took me through a XXXX XXXX number but I left a message requesting a callback.

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