Consumer complaint received 2024-01-24
Company: MRS BPO, LLC
State: MA
Product: Debt collection
Sub-product: Credit card debt
Issue: Communication tactics
Sub-issue: Used obscene, profane, or other abusive language

Complaint:
On XX/XX/year>, I received a letter in the mail dated for XX/XX/year> from MRS BPO , LLC with settlement options for a debt I have with them that totals {$2100.00}. The settlement said that I could go online and pay {$860.00} by XX/XX/year> to resolve my account. This is very short notice because I received the letter over a week after it was dated to be sent out, meaning I only had 6 days to figure this out when it seems I should have had 15 if I received the letter in time. Still, I went online and tried to pay the settlement, and their website would not accept my debit card so I called MRS BPO , LLC on XX/XX/year> at XXXXXXXX XXXX. I spoke to a woman named XXXX first. I explained my issue, and she took my bank information over the phone to see if she could put the payment in for me. When she did that she told me that the system was not registering my bank. I told her that I did order checks from my XXXX account as a last resort and that I could mail the settlement check asap, but that it would likely not be before XX/XX/year>. XXXX then assured me that there was a 7 day grace period, meaning that if they received my check any time before XX/XX/year> that it would be ok. I asked her if there was anyone I could speak to about a longer extension because that was still cutting it close as XXXX had said it could take 7 business days to receive the checks. She transferred me to a manager, I do not recall her name. The manager was beyond unprofessional. First, she answered the phone with just " hello? '' as if I were calling her personal phone. Then, she proceeds to tell me that XXXX was actually wrong and there is no 7 day grace period. After some back and forth on that, she begrudgingly agreed to honor what XXXX said. When I mentioned that I was transferred to her because that was not enough time, she told me there was nothing she could do. When I mentioned how late I received this letter and that the amount of notice I had to prepare this money was not enough her response was " I don't control the mail '' but had no such understanding for me when I mentioned that I would not be able to control how fast my check gets to them if I have to cut it that close. The entire phone call she continuously talked over me and interrupted me, and on numerous occasions did raise her voice at me in a way that was incredibly unprofessional. I used to work in a call center, I have monitored hundreds of trainees while they are on the phones, and I have never witnessed such crass behavior before. From the start of the call there was no way I could work with her. She refused to even see if there were any extensions she could offer me, and refused to help me in any other way. I kept repeating to her that I would send the full settlement amount and that it would just be, at maximum, a week later than they wanted. I feel that this request is not unrealistic, especially given that I received their letter so late. I was treated with so much disrespect on that phone call. The reason for my credit card debt is a very personal one, and when they asked me for the reason and I gave it there was no sympathy with either representative I spoke to. I was just trying to settle my account with them, and they have made it impossible.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with non-monetary relief