Consumer complaint received 2020-03-25
Company: CCS Financial Services, Inc.
State: MA
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
We used XXXX XXXX for our car insurance carrier for well over 5 years. In that time, we never missed a payment and were never late on any payments throughout. Recently, we decided to change to another carrier ( XXXX ) due to the fact that we noticed that they had never lowered our cost to accommodate vehicle depreciation - despite the fact that we maintained clean driving records throughout. 

XXXX XXXX was informed, on XX/XX/XXXX, of our intent to leave well over a month prior to our policy renewal date of XX/XX/XXXX. We scheduled the new XXXX policy to commence on the XX/XX/XXXX. XXXX XXXX 's payment for the following month was not due to be pulled until XX/XX/XXXX ( the same day of the month as every other month ) and the policy was due for renewal on XX/XX/XXXX. 

Our previous payment taken on XX/XX/XXXX paid through XX/XX/XXXX as we were supposed to and that should have concluded our dealings with them as cleanly as can possibly be done. However, XXXX XXXX continued to send bills that threatened to be sent to a collection agency if we didn't pay. XXXX XXXX was notified repeatedly about this by us and our new insurance agent via 2A form that was sent three times ( sent on XX/XX/XXXX, XX/XX/XXXX, and at their request again on XX/XX/XXXX ) but they continued to send a bill. 

A few weeks ago I received a letter from Credit Collection Services in XXXX, MA demanding payment and threatening to put it on our credit if we didn't pay. I called them and spoke with one of their representatives named XXXX on XX/XX/XXXX and was told that if I could upload the declaration page of the new XXXX policy, to their website, showing that it started on the XX/XX/XXXX, that " should be enough to just correct this ''. 

I successfully uploaded it on XX/XX/XXXX ( complete with a confirmation message ) to their website, ccsnotice.com, and it clearly shows the start date of XX/XX/XXXX. I called them back a few hours later to see if they had received it. The second woman I spoke with on XX/XX/XXXX was very unpleasant from the start of the conversation and claimed that she didn't have it and that it takes up to 3 days for the upload to complete. That seemed absurd to me but I agreed to call back on the following Monday. 

When I called again on Monday XX/XX/XXXX, the first person I spoke with immediately told me that it hadn't gone through and that I would need to find a fax machine. At this point I became irate and demanded that I be transferred to a manager. The manager came on the line ( XXXX XXXX ) a moment later and also tried to tell me that it had failed and then confirmed that they had received it and that it would take a few days for them to review it to make a determination. 

I called back three days later on XX/XX/XXXX and was told by a representative that it was ruled invalid because there was " no overlapping coverage '' on XX/XX/XXXX and went on to explain that I needed to be covered by both XXXX XXXX and XXXX on the XX/XX/XXXX. REALLY?? For what? So if something happens I can be denied by both insurance companies? Also, what if I was just taking the car off the road? What then? 

Now it has shown up on my XXXX Credit report. This is absolutely unacceptable! I'm convinced that this is their standard operating procedure for when people leave them as my daughter had and additional 6 months taken from her bank and had to fight with them to get it back and our insurance agent said that she sees this all the time on clients who are leaving XXXX XXXX. 

I want XXXX XXXX to remove this from my credit as it never should have been there in the first place.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation