Consumer complaint received 2018-01-12
Company: Rickart Collection Systems, Inc.
State: VA
Product: Debt collection
Sub-product: Other debt
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint:
This formal complaint is being made against XXXX XXXX ( XXXX ) and Rickart Collection Systems , Inc. ( Rickart ) On or about XX/XX/XXXX, I went to my beach house  located in XXXX to find out that the electricity was cut off. It took some time, but I was finally about to speak with a customer service representative who informed me that the last payment on the XXXX account was in XX/XX/XXXX. This information was a shock to me, however, I was told that I could pay {$380.00} at that time to activate the electricity. 
During the discussion with the customer service representative, the billing address and phone number were outdated and I provided current information. I also explained to the representative that something was wrong since I had been getting the bills. The representative was not able to help me further. Even after providing my current information to XXXX, I did not receive any further direct communications from XXXX until a collection notice dated XX/XX/XXXX  from Rickart seeking to collect {$1100.00} on behalf XXXX was received. 
I responded to the notice from Rickart and tried to explain what had happened. Rickart did not have access to the XXXX account information and assistance was limited. However, my concern was with my current bureau information which is pristine. Therefore, I paid the amount and asked that I get copies of the XXXX statements going back to XX/XX/XXXX. To date, I have not received any copies of the XXXX statements. 
The weather in the East coast has been below average temperatures and I have been concerned about the status of whether there was electric power to my XXXX home. I called XXXX on XX/XX/XXXX to discuss the current status. Again, it was very difficult to get information because XXXX did not have my social security associated with any account. Since I had not received a bill from XXXX since XX/XX/XXXX, I did not have a statement and I did not know the account number. My bill payment service truncates the account number, so again, I did not have the account number. After some time and trying my husbands social security number ( although he has been XXXX for 14 years ), the representative shared some information. 
The facts confirmed by the representative on XX/XX/XXXX over the phone : The representative that took payment onXX/XX/XXXXXX/XX/XXXX, did not follow procedure and did not set up another account for me. 
The representative that took payment on XX/XX/XXXX did not advise me that the account was in collection. 
The representative that took payment onXX/XX/XXXXXX/XX/XXXX did not update the account with current information social security number, address and contact phone number. 
The representative on the XX/XX/XXXX call confirmed that the XX/XX/XXXX and XX/XX/XXXX bills were going to my current address XXXX XXXX XXXX XXXX, XXXX, XXXX  XXXX. 
The representative on the XX/XX/XXXX call confirmed that XXXX updated its system in XX/XX/XXXX which impacted my account and causing it to revert back to an old address. 
The representative on the XX/XX/XXXX call said that she could not provide copies of my statements. 

My complaint is that the account went into collection due to XXXX system change and that system issue is likely to impact other accounts. I have established a strong credit history and an examination of my payment record with XXXX will support my strong payment history with XXXX. When I receive a bill, I ensure payment is made on a timely basis. 
I request that XXXX and Rickart provide an accounting to show that the total amount collected and paid by me : {$380.00} + XXXX = {$1400.00} does not include any late fees, penalties, collection fees or other fees or charges. Any amounts other than for actual electricity used should be refunded with interest. XXXX and Rickart should also ensure that my credit history is not impacted by the error made by XXXX. 
Pertinent Information : New Account Number Establish on or about XX/XX/XXXX : XXXX XXXX XXXX XXXX Name of Account Holder : XXXX XXXX XXXX Property Address : XXXX XXXX XXXX, # XXXX , XXXX XXXX, XXXX  XXXX Billing Address : XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX Cell Phone : XXXX XXXX Home Phone : XXXX XXXX I look forward to hearing from you. 
Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation