Consumer complaint received 2019-12-06
Company: ONLINE Information Services, Inc.
State: MO
Product: Debt collection
Sub-product: Medical debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
As shown on my credit file/report, Online Information Services at XXXX. XXXX XXXX XXXX, NC XXXX, telephone XXXX conducted an Account Review Inquiry on my credit file. Then, months later after conducting an account review inquiry -- - coincidentally, on XX/XX/XXXX, Online Information Services placed three ( 3 ) medical debt collections on my credit file. I was NOT contacted nor made aware of these three medical debt collections either via phone call or mail. Therefore, I was completely unaware of these debt collections that had been placed on my credit file. 

On XX/XX/XXXX, I had a scheduled meeting with a XXXX XXXX  and XXXX XXXX   ( XXXX ) Investigator to conduct my background reinvestigation/interview for my security clearance, as required for my XXXX   XXXX. It was during that meeting with the XXXX investigator that Ive become aware about the three medical debt collections that were on my credit file. The investigator asked me additional questions regarding the collections in which I responded I knew nothing about. Further, I informed the investigator that I have always used the Department of Veterans Affairs ( VA  ) Hospital located at XXXX XXXX, Kansas for all my medical needs. All the medical services I have received from the VA ( since my medical discharge from the military in XX/XX/XXXX ) are free of charge due to service connected XXXX. After my meeting with my background investigator, I immediately called my nurse coordinator at the VA Hospital. On this day, I spent about two ( 2 ) hours calling different people trying to figure out what  the medical debt collections were about. 

On XX/XX/XXXX, I started brainstorming and researching on how I'm going to resolve the three medical collections that were placed on my credit file, which I've just became aware of and how the whole thing came about. First was trying to figure out who, what, when, where, why, how the medical debt collections made it to my credit report. I started with requesting my annual free credit report via online with XXXX. I spent some time online reviewing my credit report and gathered information about the medical debt collections and who to contact. 

Then, I contacted Online Information Services, talked to a representative, explained that the medical debt collections they placed on my credit file were fraudulent charges, and gathered as much information I could get about the medical charges. The representative also asked me several questions to establish and verify my identity. During the phone call, she admittedly recognized the fact that the name [ XXXX, XXXX ] and DOB they have on file did not match with what I provided as my full name and DOB. I  disputed over and over again that I didn't owe any money and the charges placed on my credit file/report were fraudulent charges. At the end of the phone call, the Online Information Services rep advised me to call the facility [ XXXX XXXX Hospital in XXXX XXXX ] where the charges originated from. 

On XX/XX/XXXX, I contacted the facility [ XXXX XXXX Hospital in XXXX XXXX ] where the medical services were rendered to the individual who stole my identity and where the medical debt originated from. I waited for some time until I finally spoke to a customer service rep. I firmly disputed the medical charges and insisted the individual they rendered medical services to wasn't me and it was someone who took my identity. The customer rep asked to verify my identity, which I provided my full name and DOB. The customer rep was unable to find an account under my own name and DOB that I provided. However, after providing the other name and DOB that the Online Information Services rep provided to me earlier, the hospital customer service rep was finally able to find the account ; under XXXX, XXXX. We went back and forth.. back and forth. Then, I was once again put on-hold to be forwarded to another customer service rep. After being on-hold for some time, another customer service rep talked to me and same result ... we went back and forth and back and forth, as I repeatedly insisted the individual stole my identity, and I didn't receive their medical services back in XX/XX/XXXX, XXXX, and XXXX XXXX [ these dates were provided to me by an Online Information Services representative ]. After some time .... she suggested that I call their corporate office. 

On XX/XX/XXXX, I contacted the hospital 's corporate office at XXXX, talked to another customer service rep, and explained the situation mentioned above, and indicated the medical debt collections placed on my credit file were fraudulent charges. Same result -- I attempted over and over and over again to dispute the fraudulent charges ... ... ..no resolution! The customer service rep advised me that its just best that I dispute the collections/chargers with the three ( 3 ) credit bureaus. 
It is important to note the following information : ( 1 )  Online Information Services file indicated the name on the collection account is XXXX, XXXX. I am NOT and have never used the name or alias, XXXX, XXXX. ( 2 ) Online Information Services file indicated the DOB of the individual they have on file is XX/XX/XXXX. My DOB is NOT XX/XX/XXXX. ( 3 ) Online Information Services file indicated the address of the individual they have on file is : XXXX, XXXX XXXX XXXX XXXX XXXX FL, XXXX XXXX, MO XXXX. That is NOT my address. I have never resided in XXXX XXXX, Missouri. See attached Collection Agency Report from Online Information Services. With these aforementioned facts that Online Information Services have on file, along with my dispute with the agency, CLEARLY they must be aware that there are obvious DISCREPANCIES and they have erroneously placed the debt collections under my credit file, BUT they refused to admit their grave error. 

Beginning on XX/XX/XXXX, I completed and submitted three ( 3 ) Dispute Forms with the three credit bureaus [ XXXX XXXX and XXXX  ]. Subsequently, upon completion of the three bureaus investigation of my disputes, I received confirmation from all credit bureaus that the collections placed by Online Information Services have been Deleted from my credit report. I re-checked my credit report and verified that all collections were Deleted!

Additionally, I received three ( 3 ) letter of notices from Online Information Services, dated XX/XX/XXXX. The letter stated, We are sending this letter to inform you that we have closed the following account ( s ) from our active collection files and returned them to the creditor ( s ). We are removing the account ( s ) if they were listed on your credit file. See additional attachments from Online Information Services. 

However, on XX/XX/XXXX, I received alerts from my newly established credit monitoring services account regarding Three Bureau Credit Report Monitoring Alert. On the multiple alerts Ive received, it is ONCE AGAIN showing that ONLINE COLLECTIONS have placed multiple and additional collections on my credit file. ( *Note, I have not seen those collections that they recently placed on my credit file, since it is my understanding that I can only request for a free copy of my credit report once a year. ALL HAVE BEEN DISPUTED AND DELETED. ONLINE COLLECTIONS is clearly and knowingly placing these collections on my credit file, with the knowledge that they are placing it with the wrong persons credit file. Without a doubt, Online Collections ' business practices must be scrutinized when they are KNOWINGLY AND REPEATEDLY placing collections on the wrong consumers ' credit file. 

Also- please note that this is my second complaint with Consumer Financial Protection Bureau . My first complain number was : XXXX. Subsequently, I filed an FTC/Identity Theft Report ; FTC Report number XXXX. See attached report. 

I have also attached a letter from the XXXX XXXX XXXX XXXX, to inform me of a privacy incident in which my personal information has been impacted by the privacy incident. See attached.

Please assist.

Company response to consumer: Closed with explanation