Consumer complaint received 2020-05-15
Company: National Credit Systems,Inc.
State: NC
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
The following is a list of events that have occurred with National Credit Systems Inc. between XX/XX/XXXX and XX/XX/XXXX. Recordings of conversations, pictures, and other documentation are available to you to support our statements. If you need any of this information in order to further assist with this case, we would be more than happy to provide it. 

National Credit Systems ( NCS ) contacted us ( two roommates ) on XX/XX/XXXX in an attempt to collect a debt of {$880.00} on behalf of XXXX XXXX at XXXX XXXX. This debt is in regards to claims of unpaid services and damages that XXXX XXXX is alleging we owe. {$97.00} of this debt is legitimate and we paid this on XX/XX/XXXX. The majority of the claimed debt has been fabricated by XXXX XXXX. Our case representative told us if we do not pay this owed debt that it would be reported to the three major credit agencies. When asked how long we have until it would be reported, he indicated that it may be on the XXXX of XXXX ( 3 days later ). Additionally, our representative told us that XXXX XXXX claimed that we were not present during the move-out inspection and that we had not provided a forwarding address, both of which are untrue. He then informed us we will be sent an email with information on how we may submit documents to dispute the claims against us. 

That same day we called NCS back attempting to get information on receiving a Debt Validation letter in order to see the exact charges and how to dispute the debt. Our case representative stated that he does not review the evidence since that was the role of the client services department and they would email us at an undisclosed time. We were then transferred to the operations manager : the case representatives supervisor, he was unavailable so we left him our contact information. Additionally we attempted to email NCS on XX/XX/XXXX to request a debt validation letter, but their email address inbox was full. 

On XX/XX/XXXX, we called our case representative to get information on the Debt Validation letter as well as how to dispute the debt since we had not received any contact from him, his supervisor, or the Client Services department. He stated again that we would receive an email from their client services department on how to dispute the debt, and how to provide them relevant documentation. He gave us the mailing address of a P.O. box, but when we asked to get a valid email for us to provide our documentation he began interrupting us and over forty seconds wouldn't let us speak until we hung up. 

We called NCS again on XX/XX/XXXX and were transferred to a different account representative who we informed we still have not received any information on how to go about disputing the debt. We were informed that our account was officially marked as disputed and that she would send us to the department that deals with the dispute process. She said that our representative should have already requested for this department to contact us, and that we should hear from them before the end of the week, we did not. 

On XX/XX/XXXX, we printed the evidence and documentation we would provide to NCS to dispute the alleged charges. The evidence included a highlighted section of our lease showing the pet fee of ( {$300.00} ) was not owed, and our move-in checklist showing a broken blind and dirty carpets we were charged (  {$25.00} ) and ( {$160.00} ) for respectively. Additionally we provided the move-out statement signed by us and a XXXX XXXX staff member on XX/XX/XXXX proving that we were present during the move-out inspection and what our forwarding address would be. Also, we did not dump bulk items in the trash compactor ( {$150.00} XXXX ; XXXX XXXX accuses us of doing so since they found a box in the recycling with one of our names on it, which is circumstantial evidence at best. We wrote three pages outlining why the charges were invalid and the burden of proof should not be on us. XXXX XXXX also failed to apply our security deposit of XXXX {$150.00} XXXX to this balance ; we provided NCS  with a document proving we paid this security deposit upon moving in in XX/XX/XXXX. We then mailed the letter and documentation to the P.O. box provided to us by our case representative along with the aforementioned documents. 

On XX/XX/XXXX, we called our case representative again and were informed that our dispute letter was received and that insufficient/no evidence was provided to them in the letter. They also stated that our dispute information and evidence was sent to XXXX XXXX on XX/XX/XXXX and they were waiting to hear back. During the call with our case representative, we asked specifically who investigates the evidence for the account since we wished to discuss the evidence with them. He did not answer our question, and said we did not provide sufficient evidence. He proceeded to change the subject by reiterating the consequences of not paying the balance owed, but does not provide any information about how and when this will be reported. We asked to speak uninterrupted and asked again about who actually investigates the evidence and how the decision was made that we provided insufficient evidence. He interrupts us, does not answer the question, and changes the subject. We ask a third time, who is reviewing the evidence and if we can speak with them to see how these decisions were made. He interrupted us again and transferred us to his supervisor without our consent. His supervisor was not there, so we left another message requesting information on who reviews the evidence and how they determine if a debt is actually owed. We stated this was the third time we have attempted to contact him specifically and still not received any response. 

At this point ( XX/XX/XXXX ) we attempted to pay the portion of the debt that was rightfully owed, {$97.00} for utilities and damages/wear & tear to the apartment that was not notated on our move-in checklist. The NCS website asks for two of three fields in order to log into our account : the account number, the total debt owed, or a social security number. We attempted to log in twice with valid information and were then locked out of the account due to incorrect information. 

On XX/XX/XXXX, we called NCS since we had not received a phone call from them since XX/XX/XXXX. We connected with our case representative again and we requested an update on our account. We mention that we still have not heard back from his supervisor who we have left several messages for. After asking again, if we can talk to the investigator, he told us that he can not tell us who to talk to at this time. Additionally he states that our account has been marked as do not call, related to COVID-19. We explicitly stated that we want NCS to contact us. The case representative then states that we have 90 days from XX/XX/XXXX, before the account is reported on our credit. This was the first time we had heard this from him, even though we had requested this information multiple times. 

He continues by stating XXXX XXXX has already reported us to the Rental History Bureau and if the account is settled, they would ensure that the report was removed. We expressed that we have attempted to pay {$97.00} of the debt, but the NCS website did not allow us access to the account. He tried to walk us through accessing the site, but we still could not access our account. He gives us the option to pay the amount of ( {$97.00} ) over the phone, I pay the amount and get a confirmation number. We ask again why NCS is not allowed to call us and that can be changed, since we would like to stay as updated as possible. He offers to transfer us to his supervisor 's voicemail as we remind him that this is now the fourth time we have left him a message with no response. He doesnt give us any reason as to why we arent being contacted by his supervisor and transfers us to leave yet another message. 

Our last call with NCS was on XX/XX/XXXX, when our case representative called us asking if we were ready to pay the remainder of what we owe. This indicates that he forgot about our dispute of the charges due to a lack of competency or that he was attempting to pressure us into paying the debt. He then informs us that XXXX XXXX had responded to our dispute as of XX/XX/XXXX, and that they provided pictures of all relevant damages and restated that the debt is valid. 
When asked specifically what was provided that proved the validity of the debt he put us on hold before he told us an email was sent with all of the relevant evidence XXXX XXXX provided. We still have not received this email. 

At this point in the conversation he began monologuing about how to pay the remainder of the debt and without us being able to speak he put us on hold again. Once he returns we explain that we would like to review the evidence that XXXX XXXX provided while he is on the line. He said we could review it and call him back since he has two calls waiting. We reiterate that we would like to speak with the investigator handling our case. He tells us that we can not speak with the investigator but he will transfer us to his supervisor. We express our frustration about not receiving contact back from his supervisor, but he says there is nothing more he can do. We argue this is an unfair process if we are required to prove our innocence while not even being allowed to speak with the investigator handling our case. He says he is sorry we feel that way and hangs up.

Our case representative has made clear that he has no idea whether or not we legitimately owe this debt and that his job is to solely enforce the collection of this debt. He has not given us any information on how our dispute is handled and who handles it. Without this and the ability to speak with the investigator handling our case, we are not capable of fairly refuting the charges against us. We have contacted the Operations Manager for NCS a total of five times without speaking to him or receiving any contact back. NCS claims to have a fair process of collecting debt, but as we have clearly shown, it is  anything but. 

Finally, we would like to make you aware of our ongoing legal dispute with XXXX XXXX that we believe has bearing on this debt. In XXXX of XXXX, we were living at one of XXXX XXXX properties and we had begun to notice wet/moldy carpet in the basement area of the townhouse. We made several attempts to have XXXX XXXX address this with little to no attempt to remedy the situation on their part. In XXXX of XXXX groundwater flooded the basement and caused thousands of dollars in damages to our belongings. At this point, XXXX XXXX finally decided to take the matter seriously and began addressing the situation. In early XXXX they attempted to force us to move into another one of their townhomes three months before our lease ended without compensation for damages or moving expenses. We expressed our desires to be released from our contracts ; XXXX XXXX attempted to pressure us into signing an NDA and release of liability within a 24 hour period. After stating that we needed more time to review the legal document, XXXX XXXX charged us and threatened to evict us over an alleged pet and extra roommate. At this point the lease was terminated and we moved out on XX/XX/XXXX. Since then we have had a lawyer submit a demand letter to XXXX XXXX with compensation for damages related to groundwater flooding and confirmed toxic blackmold due to their gross negligence. XXXX XXXX refused to pay our demands and sent our alleged charges to NCS for collection. We believe XXXX XXXX has fabricated these charges in retaliation to our refusal to abide by their demands and to profit from us as much as they can.

Company response to consumer: Closed with explanation