Consumer complaint received 2019-09-04
Company: Professional Recovery Management
State: TN
Product: Debt collection
Sub-product: Medical debt
Issue: Written notification about debt
Sub-issue: Notification didn't disclose it was an attempt to collect a debt

Complaint:
I received a letter from Fox Collection Company ( FCC ) in XX/XX/XXXX in an attempt to settle a debt with XXXX ( XXXX ) XXXX ( XXXX ) from DOS dating back from XXXX. I never received any statements from XXXX XXXX notifying me of an outstanding balance prior to sending to collection agency. The FCC letter stated I had 30 days from the statement date to dispute balance or will assume balance valid and owed after 30 days. I sent a certified letter requiring signature upon receipt via USPS within 30 days of FCC notification letter disputing the validity of the debt and requesting FCC provide additional information that I owed debt and informed them I have never received any information from original creditor. FCC responded within the 30 days to respond stating they verified the my name and address with the client as a person listed on the account, that I owed this amount and that I would be reported to collection agency within 30 days but will be marked as disputed. I called them once I received the response letter and spoke with XXXX at FCC on XX/XX/XXXX and informed of her of the letter and the statements FCC provided were in fact sent to another name and address. I informed XXXX : 1. I cant be liable for a statement I never had the opportunity to receive and pay with the original creditor. I NEVER RECEIVED ONE! 
2. The multiple statements that were sent clearly have the responsible party and their address. The name and address that were confirmed are not mine. Therefore, suggested this account be closed and placed in the responsible parties name and party be contacted to attempt collection. 
XXXX stated she clearly seen where the statements and collections should have been attempted and reach out to client services to have it closed under my name so that I DO NOT have a negative account reported on my credit report. XXXX stated she would give me a call on the status by XX/XX/XXXX and if she hasn't contacted me to reach out to her. XXXX provided me with her direct line to do so. I never received a call from XXXX and contacted her direct line XXXX on XXXX @ XXXX cst but received her voicemail. I then contacted the FCC main line XXXX on XXXX @ XXXX cst and reached a rep that pulled up my account information and showed where XXXX did reach out to client services and received feedback on XX/XX/XXXX starting FCC has validated account and that account will remain open but I was never contacted of that status. I informed the rep again that I never received any notification and the proof FCC provided clearly proved that. The rep then advised she would connect me with the supervisor to discuss. I was connected with XXXX where he proceeded to provide me the same information that XXXX and the rep just provided and stated he would be happy to settle the payment and how I would like to pay. I advised XXXX, I cant pay or be responsible for a debt I never received or had the opportunity to pay. The proof FCC provided also clearly stated that as well. XXXX stated that I was the guarantor of the account and it was provided by the original creditor. I informed him multiple times it is incorrect and this account should not and will not be on my account. Again with XXXX insisting payment. I informed XXXX that I would not pay a bill that has not properly validated and receive written correspondence verifying the account will not appear on my credit report. XXXX stated he could not guarantee that but the account isnt currently on there and again insisted I make payment. I informed XXXX I would contact XXXX XXXX   about the account and would call back once I confirmed validity of account. XXXX informed me that he would be in training and if he didnt answer to contact XXXX. XXXX provided me with his direct line ( XXXX ) and provided me with XXXX direct line ( XXXX ). I then called XXXX XXXX billing department ( XXXX ) and spoke with XXXX XXXX to verify DOS and statement details. XXXX XXXX verified that ALL statements were sent to responsible party address that was listed as the subscriber and as guarantor. XXXX XXXX verified the outstanding balances were sent to FCC in an attempt to collect with person responsible as subscriber and as the guarantor. Once XXXX XXXX verified all the information, I then informed XXXX XXXX of the collection attempt from FCC and the information I received from them. XXXX XXXX informed me that she would contact XXXX in the patient account services for them to take a deeper dive into my file and was uncertain where or how FCC was given my info when records show I was not submitted as guarantor. XXXX XXXX took my name and number and advised that XXXX would give me a call. I called XXXX at FCC at XXXX cst from cell phone that continued to ring and voicemail never picked up. I then called XXXX at XXXX cst from my cell and received her voicemail after several rings. I then called XXXX at XXXX cst from my office phone ( XXXX ) where it rang twice and voicemail picked up. I then called XXXX from my office phone and she rudely picked up. I try to provide her a brief summary of the conversation I had with XXXX and she responded with, " uh huh ''. I responded back with, " uh huh, do you need my account number? '' She then disrespectfully responded with a slight giggle, " is this -- -- -? '' XXXX went through this is recorded line and recapped the conversation I had with XXXX. She told me to hold on and placed me on mute/hold to get XXXX on the line. I waited approximately 2min and XXXX answers. I informed XXXX how unprofessional XXXX was and I wanted to know where FCC received this account information. XXXX repeated the same information that he informed me from the earlier conversation at XXXX. XXXX from XXXX XXXX actually returned my call on my cell @ XXXX cst  while I was speaking with XXXX at FCC . I informed XXXX I needed to place him on a brief hold. XXXX at XXXX XXXX informed me that the information sent to FCC was not correct and that was NOT what was submitted to attempt collection. XXXX said she already spoke with XXXX at FCC of the error and XXXX at FCC will be closing this collection account under my name and that it will be reopened under the responsible party. I informed XXXX that I was currently on the phone with FCC and wanted to listen in on the conversation. I placed XXXX on speaker and placed my office phone on speaker. I proceeded to ask XXXX how, where FCC received this information and that I spoke with XXXX XXXX. XXXX begins to read off a " Financial Responsibility '' word for word and said I signed to be responsible for any balances that was signed and dated back in XXXX. I informed XXXX the account that FCC is attempting is dated for DOS in XXXX. XXXX immediately interjected and informed XXXX she spoke with XXXX at FCC and that my account is to be closed and reopened under the liable party. XXXX responded that he would follow up with XXXX and take care of it. XXXX stated she would send written correspondence confirming the error and should not be on my credit report at all. XXXX  XXXX billing department XXXX XXXX and XXXX were extremely helpful and professional. FCC is extremely unprofessional, rude and dishonest. For a collection agency to pull old information and state it was confirmed by original creditor when it was not is wrong. 
FCC failed to provide the proper verification of account. FCC pulled old information not related to the collection in an attempt to get payment even though statements clearly identified responsible party and where statements were sent. FCC made no attempt at all to rectify the error despite the dispute and information given. 
( Attachments provided )

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation