Consumer complaint received 2022-03-10
Company: Castle Credit Co Holdings, LLC, Chicago, IL Branch
State: AZ
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
Please see the attached document giving my current balance on my account. It very clearly states that my CURRENT balance is {$7000.00}. 

I am writing because no one wants to answer or return my phone calls. Please see the time line below. 

XX/XX/2022 I called castle credit to get a payoff letter for my refinance. I spoke with XXXX XXXX. I mentioned I had received an offer and he promptly told me that the flyer attached labeled Castle Credit was a promotional offer. And to receive debt relief that was the amount I had to pay. Once paid they would match it and my account would be paid in full. I expressed concern based on the fact that my flyer clearly states My CURRENT balance. Not promotional offer payoff. He then informed me that he recommend I beg family and friends for the funds or take out a loan because it would save me money. That the payoff would be XXXX??.??. If a third party paid the debt there would be late fees and other charges that would be waived if I paid them directly. I don't remember the exact amount but clearly remember the {$7900.00} part because i was so confused. At which point I requested a pay off letter. He told me my payoff if it was from a 3rd party would be over {$15000.00}. Again I don't recall the exact amount. I was beyond frustrated. 
XXXX XXXX kept mentioning the equity in my home and how I should sign a release so Castle Credit could talk to the mortgage company directly. When i adamantly refused he was not very nice and actually rude. XXXX XXXX told me that if I didnt sign a release that my refinance would be delayed because the release would have to be signed and processed. I later that day I received a pay off letter with the amount of {$16000.00}. attached as Castle Credit Payoff letter. 

1st off why does it matter who pays off the balance. If my mortgage company pays they are using my money. Why does that matter? It makes me think there is some illegal accounting going on. Maybe the taxes paid on income from people aren't reported accurately to the IRS and Castle Credit is forced to claim the whole amount, the amount when paid by a mortgage company so the amount is much larger to cover the taxes? This Money is my money I will pay interest on for 30 years. The very fact that there is discrepancy in my current balance is ridiculous. 

I called back to speak with a manager. The customer service representative was very pleasant and left a message for the supervisor letting them know that XXXX XXXX was less than customer service oriented. 

I never received a return call. 

I called and requested XXXX XXXX 's supervisor and once again was transferred to XXXX XXXX. I told him I received a non promotional letter ( attached labeled Castle Credit Non Promotional ) and that it stated that my CURRENT BALANCE WAS {$7000.00}. He tried to tell me that the fine print at the bottom stating " discounted percentage of the ending balance '' was the wording giving me a promotional offer. I told him this is not a promotional offer and I need to speak to his manager. He said he would transfer me and promptly left me on hold for 10 minutes. I had to get to work and hung up. 

I called back requesting to speak with XXXX XXXX XXXX supervisor and was once again transferred to XXXX XXXX. XXXX XXXX said are you calling today to take advantage of our promotional offer and pay off your account in full for the amount of {$3500.00} ( approx ) I don't recall the exact amount he quoted but the {$3500.00} I am sure of. 

I requested to speak to XXXX XXXX XXXX supervisor XXXX. Explained XXXX XXXX was less than professional and explained the situation. As debtor he is not allowed to lie to me. Sending a letter as well as a promotional offer stating my CURRENT Balance is {$7000.00} and then when asked to provide a payoff letter the amount is over {$16000.00} is lying. He tried to tell me the same thing that XXXX XXXX did regarding the promotional offer. However, I promptly told him that XXXX XXXX had just offered to accept payment of roughly {$3500.00} as payment in full for my account. 

I called back and was successfully transfered by XXXX XXXX to his supervisor. I explained XXXX XXXX was less than professional and explained the situation. As debtor he is not allowed to lie to me. Sending a letter as well as a promotional offer stating my CURRENT Balance is {$7000.00} and then when asked to provide a payoff letter the amount is over {$16000.00} is lying. I filed a complaint with the Arizona Attorney General. regarding their deceiving practices. He said he was not authorized to send out the payoff letter i requested and his manager was out until Tuesday and she would call me back. 


Tuesday, XX/XX/2022 I did not receive a call back. 
I called and was supposed to be transferred to XXXX XXXXXXXX XXXX supervisor and was transferred to XXXX XXXX. He asked how he could help me. I said XXXX XXXX this is XXXX XXXX you know what I need. He said no today is a new day and I don't know what you need. He began again about the promotional offer I asked to just be transferred to his supervisor and was sent to XXXXXXXX XXXX Voicemail. 

I called back requesting a supervisor and not XXXX XXXX and the customer service representative was going to transfer me to XXXX XXXX. She had some issues with the transfer and i was sent to XXXXXXXX XXXX voice mail again. I left a message. 

I called back requesting to speak with XXXX XXXX I was told that she was not available and I was going to be transferred to XXXX XXXX. She picked up asked for a minute to review my notes. Kept checking back in and then i was transferred at least 3 times ( hold music was heard ) that I could tell with no communication and ended up at XXXX XXXX voice mail again. I left a message. requested additional assistance was transferred around and ended up leaving anther voicemail for XXXX. I is now XXXX the following day and I have yet to receive any communication regarding my situation. 

I need a payoff letter reflecting my Current account balance of {$7000.00}. This is reflected as current balance in at least 3 documents received unsolicited from Castle Credit. The {$7000.00} is more than your company would receive if I took advantage of your promotional offer agreeing to match my payment dollar for dollar. I spoke with the refinance company and taking a loan out to take advantage of matching funds dollar for dollar would interfere with my refinance. Pulling a credit report would damage my credit and the refi would not go through. So I see the pay off letter as a Castle Credit receiving double of what they could receive to pay this account. The difficulty I have had with this company if extreme and the deception is obvious. I need the appropriate letter to be received from Castle Credit ASAP. 

My funds will come directly from my mortgage company to pay MY CURRENT BALANCE {$7000.00} and I will be happy to pay the {$12.00} wiring fee as well. 

Phone XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation