Consumer complaint received 2020-07-10
Company: Convergent Resources, Inc.
State: CA
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
I was sent to Convergent Outsourcing by XXXX for an account original balance of {$1100.00} due to contract termination. 

Convergent sent me an offer letter to settle my account in full at $ XXXX contacted Convergent and made my payment of {$590.00} with my XXXX XXXX   XXXX XXXX XXXX XXXX XXXX XXXX on XX/XX/XXXX, and was told that by paying that amount, my account is settled in full. 

To date, XXXX still shows that I have the remaining balance of {$590.00} in my account therefore, my request to unlock one of my devices can't be completed. 
I initially contacted Convergent on XX/XX/XXXX and spoke to XXXX XXXX. XXXX confirmed that Convergent did receive my payment in the amount of {$590.00} on XX/XX/XXXX, and provided me a trace # for that transaction as XXXX. However, when being asked to provide me a Proof of Payment so that I can show XXXX, she refused to and instead, advised me that she would put a request to XXXX to send me a Confirmation Letter notifying that they received my payment to settle my account in full. I provided XXXX with both my email address and updated mailing address. 

However, knowing Convergent XXXXXXXX when they should have reported this paid amount to my XXXX months ago, I contacted them again on XX/XX/XXXX and spoke to XXXX. She advised that there is a note in their system that a request has been sent to XXXX to confirm my paid amount, and that would take around a week. I kindly reasoned with her that since it's not my fault, Convergent should have done this a long time ago instead of making me wait a week when I have a device that needed to be unlocked urgently. XXXX then told me that she would forward this to her Supervisor asking for a prompt action to expedite this process, and advised me to follow-up in a few days. 

I contacted XXXX right after and was advised by their Rep that my account still shows owe an amount and they haven't received any verification from Convergent, hence, advised me to contact Convergent again. 

I contacted Convergent again and spoke to XXXX XXXX She then told me that even though I paid {$590.00} I'd still owe the remaining balance of {$590.00} with XXXX since the original balance is {$1100.00}. I got into an argument with her because that's not how creditor - the collector - debtor works. Creditor - in this case, is XXXX, sold my account to Collector - which is Convergent at less amount that the original account balance. Therefore, Collector went after Debtor - me, with or without an offer to settle the account in full. I accepted the offer, paid my balance of {$590.00} and still, Convergent refuses to XXXX and passing me around providing false statements and confuses its customer. When being asked to provide Proof of Payment, they also refused to corporate. 

Every time I called I was transferred around and most of the time they'd tell me that I'm reaching the wrong department.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation