Consumer complaint received 2019-08-07
Company: PORTFOLIO RECOVERY ASSOCIATES INC
State: MD
Product: Debt collection
Sub-product: Credit card debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
On XXXX XX/XX/XXXX, I spoke with a representative ( XXXX XXXX ) who assisted with a settlement agreement to pay off a credit card originally with XXXX XXXX   Account ending in XXXX who then turned it over to Portfolio. Because I was not aware of who Portfolio was when they called, they never left voice messages, but would hang up. My account was then turned over to another debt collector/XXXX   XXXX/Another debt collector, Account No. XXXX The total balance owed to XXXX XXXX was {$1800.00} and the settlement agreement with XXXX XXXX was {$1400.00} in 12 installments monthly of {$120.00}. 

As you will see from the bank statements provided, I have been faithful in paying monthly up until XXXX XX/XX/XXXX. When I went online to make my payment, I noticed my balance had changed from {$480.00} to {$730.00} ( see copies attached ). I contacted XXXX XXXX to find out why the balance was more than what I was showing last month XXXX XX/XX/XXXX when I made my payment. As stated by XXXX one of the Representatives. My account went in settlement default. I first asked why? And that I had not missed any payments. She could not tell me why. I then asked her if a letter had been sent out stating why? She said no, I requested a letter of all payments made, my agreement as well as the reason for settlement default. XXXX stated ; not sure we can do that. 

After making the request again and ending the call. I felt it necessary to contact XXXX XXXX again and spoke with XXXX XXXX ( debt collector ) and informed him that until I receive documentation in the mail due to my settlement being defaulted. All payments would be placed on hold. Mr. XXXX informed me that it was noted to provide me with the documents as well as review my settlement agreement to determine what could be done. 

I would like to also add that in the first 3 months of making my payments, I could never go on the website as it would not allow me access, so I had to contact a representative to make my payment of {$120.00}. After three months the service was up and working. Almost 3 months left to making my final payment, they decide to put my account in settlement default and request an additional {$240.00}. 

Im not sure exactly what their goal or plan was however, as a customer in good standing, I believe I am entitled to the documentation that I should have received when the agreement was first put in place. However, you will see that with every conversation, I noted the amount indicated to settle. I also believe that if I have been faithful with making my payments then why the settlement default. In XX/XX/XXXX, I was receiving calls from Portfolio, however upon my returning there call they stated we can not speak with you as we do not have your loan. I then contacted XXXX XXXX and spoke with a representative ( debt collector ) who indicated they had not received a payment from me. I stated the payment was made on XXXX XX/XX/XXXX. The debt collector argued with me that she didnt know what the payment was going towards to that comment, I was puzzled. 

It has been very stressful and time consuming trying to settle this debt, it has been affecting my health and causing XXXX XXXX.

Company response to consumer: Closed with explanation