Consumer complaint received 2023-07-19
Company: Monterey Financial Services LLC
State: IL
Product: Debt collection
Sub-product: Other debt
Issue: Took or threatened to take negative or legal action
Sub-issue: Threatened or suggested your credit would be damaged

Complaint:
I signed up for a time share and immediately after signing up for the time share my credit card was stolen. I reached out to the XXXX XXXX by XXXX XXXX and informed them my card had been stolen and I needed to update my credit card information. I was told that my credit card information had been updated and payments of {$210.00} would be taken out of my account for the first 6 months then it would swtich to {$97.00} monthly. I reached out to XXXX XXXX XXXX XXXX in XXXX and informed them that my payment had not came out my account and was informed the {$210.00} had been pay off and the {$97.00} should have came out in XXXX. I let them know the payment had not come out and they said they will look into it, I was not aware that two different companies were handlng these transactions until a received a threatening email to put negative marks on my credit. I reached out the the Monterey Fianacial several times and was unable to get ahold of a rep. I responded to the email letting the company know that i was unaware the ACH did not transfer over the this company and I willing to make a payment for the two past due payments of {$97.00} and the company refused to take my payment unless I pay all the fees. I asked for statement of the fees and I was told they dont provide that unless I pay {$10.00}. 

I asked for any letters that they sent to my home stating I needed to updated my credit card information and they told me they dont send letters to a person home that is in the contract I signed. I asked could they resend me the letter they sent to me via email saying that I needed to updated my credit card information or I will be charged fees she said they only send contact us letters. I informed the rep thats not true I just received an email stating that I owe {$290.00} and you are going to put this on my credit report. 
I informed the lady, I am willing to make a payment today for the two past due payment but I was under the impression when I updated my credit card information the payment were being taken out. I would like those fees waived and any fees after this I would be responsible for and she refused my payment saying they would only take the ayment if I pay the full amount.

Refusing to send a statement breakdown of the fees owed and not taking my payment unless I pay these fees and you have not proven to me that I owe them is a deceptive practice. In addition these payments stated 6 months after I signed the initial ACH so to not notify me that these payments are coming due via email or regular mail is deceptive. In addition not being informed that I need to update my credit card information with Monterrey at they time when I updated my credit card information is deceptive as well and a easy way for a company to collect unwarranted fee from customers. 

There is a whole XXXX group complaining about these practices and someone should probable investigate what is going on with this company.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation