Consumer complaint received 2019-04-30
Company: Oracle Financial Group LLC.
State: WI
Product: Debt collection
Sub-product: I do not know
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint:
On XX/XX/XXXX, XXXX XXXX called me and left me a voicemail stating that she was contacting me regarding a pending lawsuit and she was a hired arbitrator. I returned her call. She advised me a debt was owed and that she would send me written confirmation of the debt. I confirmed my mailing and email addresses. At that time, I also established a payment arrangement to pay {$200.00} on the XXXX of each month and provided my debit card. Rather than taking out {$200.00}, Oracle debited {$200.00}. I assumed that the additional {$6.00} was a credit card fee charge, and even though I was not informed that I would be charged a fee, I did not call to dispute it. Oracle took out a payment on XX/XX/XXXX and again on XX/XX/XXXX. In XXXX and XXXX, they debited my checking account {$200.00} and {$200.00} respectively on the XXXX. In XX/XX/XXXX, they debited my account without my permission on both the XXXX of XXXX and the XXXX of XXXX. They also debited two payments in XXXX ( XXXX and XXXX ). I did not authorize them to deduct any more than {$200.00} on the XXXX of each month. I spoke with XXXX XXXX on XX/XX/XXXX, and told her I would like the {$410.00} refunded to me. She offered to not have the monthly payment withdrawn for two months. I declined that and advised her I needed the funds returned since the additional and unauthorized payments caused my checking account balance to be negative. She told me she would have the {$410.00} credited back to my checking account and she would call me back later that day to tell me when to expect the credit to my checking account to occur. I also again requested confirmation and verification of the debt owed as well as the balance owed. She assured me she would email it to me by the end of the day as well as call me. I did not receive a call or email, so I called her on XX/XX/XXXX to confirm the status of the repayment and verification. She told me she would have someone email me the debt verification by the end of the day, and I confirmed my email address with her twice. She told me that I would have the {$410.00} back in my checking account by Monday ( XX/XX/XXXX ). On Monday, XX/XX/XXXX, I called and asked to speak with a supervisor. I was transferred to XXXX. He offered to lower my debt by {$400.00} for the inconvenience of the error, rather than refund me the two unauthorized payments. I advised him I needed the {$410.00} returned to me. He said that the request had NOT been submitted to their payment department and he would transfer me. XXXX lied to me twice clearly stating that the funds had been requested to be returned and would be returned by XX/XX/XXXX. This was not true per the supervisor and the payment department. I advised XXXX I still had not received confirmation of the debt or a balance owed. He said he was a floor supervisor but was standing by XXXX and would have her email me the debt verification immediately. I again confirmed my email address. I was then transferred to Ms. XXXX in the payment processing department. She told me to dispute the unauthorized payments with my bank because it would be faster. She could request the funds be returned but it would take 3-5 days for me to receive it. I called my bank and they stated I was unable to dispute the payments because it was a billing issue and needed to be handled by the merchant ( Oracle ) since I had allowed Oracle to take out funds once a month. They stated it did not matter that the two extra payments of XX/XX/XXXX and XX/XX/XXXX were not authorized and that it was a billing error. I called MsXXXX XXXX back at her direct line and left a voicemail advising her of what my bank told me and asked that she initiate the process to have the {$410.00} refunded immediately and return my call confirming that. I have still not received a return call verifying that the process of returning the funds has been initiated and I still have not received a debt verification.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation