Consumer complaint received 2018-02-18
Company: Continental Services Group, Inc. d/b/a ConServe
State: CA
Product: Debt collection
Sub-product: Federal student loan debt
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint:
Between the years XXXX, I attended XXXX XXXX XXXX University and had my education put on hold a few times. Eventually the holding time expired as I discontinued my education. Between these years I started paying back my loan but I also moved a few times. I have been meaning to update my information with the collection agency, however they would always call while I am driving. I know this because when they call, the intro is always " we are attempting to collect a debt ''. Despite being on the road, I usually take the calls and ask them to give me a call back in a few minutes. They never do. 

There used to be a portal that I would be able to login and make a payment, however the website URL has changed and my credentials no longer grant me access to make a payment. I am talking about www.ecsi.net. So without them calling me back, and no portal to make a payment, it seems to be a situation were I can not uphold my end of the deal. 

After passing by my old home, to pick up some mail I noticed a letter in mail addressed to me. It isn't from the collection agency, rather it is from XXXX XXXX XXXX University. 

I quickly call XXXX XXXX XXXX University to see how to resolve the situation and they ask me to deal with Conserve directly as it is already in default. 

Thereafter, in late XXXX, I give a call to Conserve a call to clarify that there is miscommunications and update them with my address. I told them I am okay with paying the fine as long as it is the correct amount assessed. The amount they stated is a mismatch with the amount XXXX XXXX XXXX Stated. They said they will look into the situation and asked me to contact XXXX XXXX XXXX University. 

The information seems to be delayed moving back and forth and it is quite possible there is some collusion or intended delays to increase my balance. Conserve with the updated information, rather than reply back to me, they send me a new statement with higher and higher totals. 

It is apparent that I am unable to work with them directly as they are in the business to take every XXXX from me and misguide me. I tried calling them on the matter and no one dares to give me a straight answer. 

Conserve Case Number XXXX Student ID : XXXX Early XX/XX/2017 I pick up a letter dated : XX/XX/2017 : A letter from XXXXU requesting {$1600.00}. 
And another letter XXXX : XX/XX/2017 : Conserve requesting {$1500.00}. 
Thereafter, I first call Conserve to check, they asked me to contact XXXX XXXX XXXX University. I call XXXX XXXX XXXX University requested information how to to make a payment or resolve this case. They said they will get back to me. I think his name is XXXX XXXX. 

XX/XX/2017 : A reply from XXXXU of : Conserve XXXX A 2nd reply from XXXXU of : XXXX ( required a user ID and password/ i entered my credentials and no user ID was found ) Between XX/XX/XXXX to XX/XX/XXXX : I call conserve, and they stated that my debt is {$1700.00}. I told them XXXX XXXX XXXX is requesting a different amount, and asked how did they arrive at that number? 
They said they will look into it and get back to me shortly. 
At this point, I kindly updated my communications with them, giving them my address, contact information, etc. I was willing to work with them and settle the debt but only by paying the correct amount. 

A letter dated XX/XX/2017 arrives. Conserve is now asking for {$2800.00}. At this point they have successfully scammed me into thinking they were looking to resolve the debt, but they were only looking to see how much more can they XXXX out of me. The possible collusion is that my credentials are unavailable in the XXXX website or the https : XX/XX/XXXXwebsite. Making it resolvable on my own. 

Both entities fully control the timeline and misdirection, adding more to the debt and making this case worse and worse. They have negatively affected my credit score and made it very difficult for me to borrow any money.

I have been agreeable to paying the debt during this time, but it has to be the right amount as I have letters documenting the amounts. I ask the CFPB to look into their intentional delays and to help me retrieve a number that was originally stated.

Company response to consumer: Closed with explanation