Consumer complaint received 2018-07-12
Company: Frontline Asset Strategies, LLC
State: AR
Product: Debt collection
Sub-product: Credit card debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
I have charged off account from XXXX XXXX that was sent to Frontline Asset Strategies for collection. I'm not certain on the date Frontline assumed the collection process. However, I set up payment arrangements thru their online portal on or around XX/XX/XXXX. My total balance being collected was approximately {$3700.00}. In XX/XX/XXXX, I set up a monthly reoccurring payment of {$25.00} from my debit card to begin on XX/XX/XXXX. This process went as planned until late XX/XX/XXXX / early XX/XX/XXXX when I contacted Frontline Asset Strategies again to settle the debt in full. I wasn't making progress in paying this debt so I decided to reach out to Frontline to discuss a settlement. I initially spoke with XXXX at Frontline Asset Strategies on XX/XX/XXXX. We agreed on a settlement of {$2300.00}. My upfront payment was to be {$1500.00} which was debited from my account on XX/XX/XXXX. Then I would have 5 monthly installments of {$170.00} beginning XX/XX/XXXX thru XX/XX/XXXX. The agreement was to start this settlement and payment plan immediately with the reoccurring debit of {$25.00} on the XXXX of every month to discontinue. I had this discussion with XXXX and he assured me that the $ XXXX  monthly payments would be canceled. All of this worked well and I was agreeable. However, the problem was with the cancellation of the reoccurring $ XXXX monthly debit that was still being debited from my account. The $ XXXX  monthly debits have continued and have been processed on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. These were supposed to stop. I have called every month that these debits have been coming out of my account. On XX/XX/XXXX, XXXX informed me that they weren't debiting {$25.00} from my account and that he had no record of the {$25.00} charge. He requested that I collect bank statements and send to his supervisor XXXX. I collected receipts that get sent to my email and forwarded them to XXXX 's supervisor. I got no response so I requested an update via email to XXXX on XX/XX/XXXX. When I got no response from that email request, I decided to call again. I believe this time I spoke with an individual named XXXX. When I spoke with XXXX, I felt that she had a better understanding of the situation and gave me confidence that this would be resolved. I was informed that XXXX was a new associate and may not have fully understood my request. She let me know that my request would be forwarded to their accounting department where the $ XXXX  monthly debit would be canceled and that my ( at this point ) {$50.00} would be refunded to me. On XX/XX/XXXX, the {$25.00} debit occurred again. I emailed XXXX once again with no response. I called Frontline Asset Strategies for an explanation. I can't remember the person 's name I spoke with, but it was not XXXX. I was assured once again that this would be canceled and that ( at this point ) my {$75.00} would be refunded to me. During this time, I noticed that the {$170.00} for the settlement payment was not deducted from my checking account like we had arranged. It happened again XX/XX/XXXX so I called Frontline Asset Strategies again. I spoke to XXXX this time. Understandably, I was very frustrated and XXXX was less than helpful. I wanted to discuss why there was a delay in the settlement payments of {$170.00} was occurring and why the $ XXXX   monthly debit was still not cancelled.

Company response to consumer: Closed with explanation