Consumer complaint received 2021-10-01
Company: The Outsource Group, Inc
State: DC
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
I am submitting my complaint with MediCredit for the second time. After providing them with my information during the first submission, they claim they can not find my account related to my first name and current city/state. However, I provided an account number with my submission that I received from calling their office. This is part of the frustration in dealing with MediCredit. I am attaching my last complaint as part of this submission so it will be linked -- my account number with MediCredit is at the bottom of page 5. Additionally, I am including my previous address in " Address Line 2 '' as a note in this submission since PII can not be included in this section.

I am attempting to apply for a mortgage and it was identified that I had a mark on my credit report for {$120.00} from MediCredit , Inc . It shows the case was opened on XX/XX/XXXX, reported on XX/XX/XXXX, but also a XXXX balance. On XX/XX/XXXX, I called MediCredit, Inc at XXXX and explained I wanted to find out what the issue was. They stated they needed an account number, my phone number, and/or my name. I did not have an account number so I provided my name and phone number -- neither showed that I had an account. The rep told me they could not help me since I did not show I ever had an account. I explained MediCredit put a mark on my credit report so I needed to speak to someone about removing it. The representative told me MediCredit did not remove marks on credit reports -- and that I could not be forwarded on to a supervisor or anyone else since I am not showing I ever had an account. I explained multiple times that I needed some way to speak to someone who could help since it sounded like it was an incorrect mark on my credit report. The representative would not provide me a name or help me any further. I called back four other times, hoping to get through to a representative who could help me. Please note that on my second or third call, the representative asked me for my SSN. The first rep had mentioned to me that no one should ever ask for my SSN to verify my account so I did not provide that to her. Only one out of five representatives asked for my SSN -- I believe her name was Raven. I know I spoke to a Raven at one point. On the fourth call, the representative, " XXXX, '' said she found my account. She was able to do that by asking me additional details about myself that no other rep did. It turns out, my information was not correct in their system. She would not tell me everything that was incorrect but one item was definitely my name. She asked me a bunch of information about my current address, number, name -- and updated the system. She also provided me with an Account Number. After she found my account, I explained my situation and asked to talk to someone about having the mark on my credit removed. She explained that MediCredit never removes marks. I explained that I have called multiple times and no one has been able to find my account. And if no one could find my account then whatever had been sent to me either never made it, did not have my name or information correct, and/or looked like spam. She told me the only thing that she could do for me was to provide me a letter showing that my account had a XXXX balance. She told me she also saw on XX/XX/XXXX ( unsure year ), my account showed that it was, " recalled. '' She believe that meant the delinquency should have been removed. I asked for a letter explaining on XX/XX/XXXX that the delinquency was removed -- and asked if she could include that in my XXXX balance letter. She told me she could not do that. That she could only send me a XXXX balance letter. I asked to talk to her supervisor and she told me they would tell me the same thing she is. She advised me to try and contact the credit agencies to have the delinquency removed and recommended using the " XXXX XXXX '' app and repeated that they could not help. After pleading with her to talk to her supervisor, she continued to explain that none of her three supervisors were available and that they would be telling me the same thing she is. After about 10 minutes of me saying I would wait until one was available she transferred me to a, " Mr. XXXX  XXXX. '' The phone rang to voicemail so I left a message explaining my issue and have not heard back. My request is to have the negative mark/delinquency on my credit report removed from all three credit agencies. After my multiple attempts to work with MediCredit yesterday it is clear to me that they did not have my correct information and the error is on their side. They did not have my first and last name or phone number anywhere in their system. I am very good at paying my debts and would not purposefully avoid paying one -- especially one at {$120.00}. This one {$120.00} mark on my credit is hurting my score by ~80 points and affecting my loan so I am asking that this be resolved as soon as possible. My " fear '' now is if they have to provide you with their records that they will only show my correct information that was updated yesterday -- and not show how their system actually had me during their debt collection period. An additional request is to look into MediCredit 's processes and practices. The fact that I could not get to a supervisor without an account was very frustrating. And the fact that the supervisor still has not reached back out to me is beyond annoying. There may be other individuals who have been mistreated by this company as well. Thank you for your time.

Company response to consumer: Closed with explanation