Consumer complaint received 2020-10-10
Company: Cornerstone Holdings, Inc.
State: TX
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
Complaint against Cornerstone Credit Services. 

Background Information In early XXXX of XXXX, I contacted cornerstone credit realizing that they were claiming I owed them close to {$900.00}. After researching the matter, it turned out that XXXX XXXX XXXX ( XXXX ) in Alaska did not terminate my cable and internet accounts when I left Alaska. On XX/XX/XXXX, I presented my military orders to XXXX so that they could terminated my contract with the terminations fees waived. At this point, my account indicated {$0.00} with no forwarding charges. However, there was still a balance on the account, but XXXX invoice system indicated {$0.00} due to a poorly design system. I went on with my life not knowing that XXXX never processed my request completely, and continued to charge me terminations and late fees etc. While XXXX is one of the company responsible for this issue, this complaint is solely against Cornerstone credit services due to their lack for morals, poor judgement, accountability, and frankly laziness. 

1. Failure to communicate and take initiative/research Cornerstone credit services did not make a satisfactory attempt to contact me. I am  aware that collection companies are limited with how and when they can contact people who owe them, however, Cornerstone made no attempt to contact me. I have lived at the same address for the past five years ( XXXX ). Yes, my phone number changed a few times ; however, my correct phone number is recorded on all three credit bureaus. Additionally, I am the only person in the United States with my name. A simply search with the U.S. postal service would have indicated my correct address because I am a service member and I have to update my address every time I move. Most importantly, Cornerstone needed to verify amount owed with the XXXX. This was not done. Cornerstone did not even have my invoices. Moreover, XXXX had my department of defense ( DOD ) identification number which Cornerstone could have utilize to locate me. Over the past five years, Cornerstone made zero efforts to contact me concerning this debt. Instead, then waited for incorrect balances to accumulate interest, over time. Lastly, Cornerstone credits services is listed as Cornerstone Bank on my credit report. This is misleading and  resulted in me not recognizing them as a collection agency. 

2. Takes advantage of unfortunate situation/mistakes After intense research with supporting documents, the amount I actually owed XXXX was about {$430.00}. However, Cornerstone demanded that I pay them {$900.00} due to interest. They wanted to charge me almost double the principal owed due to several failures on their end and  XXXX. XXXX reported my name incorrectly to Cornerstone ( first name  written as last name and last name written as first name ) was not my mistake. XXXX reporting a largely inaccurate balance to Cornerstone because they did not process my termination request and close my account was not my mistake. Cornerstone failing to do their research with contacting me was not my mistake. The only mistake I made was, not recognizing that Cornerstone was not a bank on my credit report, but was a collection company. I take responsibility for this. Additionally, I contacted Cornerstone and XXXX immediately when I realized I had a collection issue. I expressed repeatedly that I am willing to work with both parties to correct the issue. Yet, Cornerstone demanded that I am still required to pay the interest that was double the amount owed. I presented myself as a service member that has a stable income and a trustworthy financial history. I pointed out that it is not of character for me to deceive anyone, especially when it comes to paying bills. I also pointed out the chains of mistakes made on both companies that led to this situation. However, Cornerstone, repeatedly told me that it is not their mistakes and I deserved to be charged double the amount I owed. 

3. Harsh negotiations.

I offered to pay {$500.00} to settle the account to which they initially rejected. One supervisor made me a counter offer of about {$870.00}  who was not able to explain why I should pay this much. Another supervisor supported the {$870.00} offer and bashed me for not paying my bills. Cornerstone did not attempt to accept or apologize for their failure to contact me, or research the issue. After several pleadings, I eventually spoke with a manager who accepted my offer, but I was still denied any form of settlement letter or confirmation to the credit bureaus that the issue was revolved. Overall, no collection agency should seek to take advantage of someone willing to pay what they actually owe. Cornerstone needs to recognize that mistake happens due to poor management of records and customers service which leads to situations like my case. People who owe debt are not always intending to rob a company, especially service members. Cornerstone lack the ability to recognize this.

4. Impact of Cornerstone mismanagement of my case.

Cornerstone has cause me unnecessary financial and mental stress. Having a collection agency on my record almost cost me my job in the military and could have severely affect my qualifications in my field of work. Moreover, Cornerstone poor management of my case limited my credit score, and will remain so for the next 7 to 10 years, causing  other financial hindrances such as buying a property at a lower interest rate.

Company response to consumer: Closed with explanation