Consumer complaint received 2018-12-27
Company: Advance Bureau of Collections
State: GA
Product: Debt collection
Sub-product: Medical debt
Issue: Communication tactics
Sub-issue: Used obscene, profane, or other abusive language

Complaint:
In XX/XX/XXXX I arranged a payment plan of {$50.00} a month. I gave XXXX XXXX XXXX XXXX, XXXX all of my bank information for them to run my information every month. They took one payment, and never ran my account for any other payments. They never called and asked about a payment again. I should have kept an eye on my account to make sure it was being withdrawn, but I did not. I was called sometime between XXXX and XXXX and was told that legal action was going to be taken to have account paid. I told them then that I had already given information for them to run my account so that it could be paid, that they were the ones who did not do what they were supposed to do. I told them that I had spoken with XXXX about it and they acted like they did not know who that was. They did see where they had all of my bank information that I had provided for them. I was served papers about the legal action being taken. I called Advance Bureau and we came up with a payment plan. I stayed in touch with them in regards to when I could pay the agreed amount. When I could sign the papers, why I could not sign the papers on the day we agreed ( my XXXX year old has been sick with XXXX  on and off continuously ). Since I did not sign the papers by the certain date ( which I take full responsibility for ), the judge ruled in their favor. I was still under the impression however that I had to sign paper work. I drove up to XXXX from XXXX XXXX to do so. When I got there an employee was smoking at the front door, I felt unsafe due to the neighborhood that it is located in, and I just had an uneasy feeling. Mr. XXXX told me I did not need to sign anything since the judge already made a decision. So I made a trip for nothing. 
I called and gave them ( I spoke with a woman by the name of XXXX, or something that starts with an XXXX ) my information again in XX/XX/XXXX so that the payments could be automatically withdrawn on the XX/XX/XXXX of every month. XXXX ( the same woman from before ) was who had to verify my account information after I gave it to the other woman ( name that starts with an XXXX  ). On XX/XX/XXXX I got another phone call asking if a payment would be made on my account, that it was due on the XX/XX/XXXX. I was furious at this point. I had already given them my account information, and agreed on the XX/XX/XXXX of the month. When I share my frustration and tell them that they are the reason why it went to legal matters in the first place, I get put on hold. The woman came back on and told me that the reason they were calling was to see if they could run the card now instead of the XX/XX/XXXX. I told her no, we had made an arrangement. When I would speak she consistently cut me off and interrupted me. When I asked her to stop, she continued. I finally got out what I had to say and then was put back on hold. She came back on and told me that I now had to call in on the XX/XX/XXXX to make my payment. I told her no, I set up automatic withdraw. She then hung up on me. I called back and asked for Mr. XXXX ( that is who I have been told is the manager ) and left him a message letting him know that he and I had had very nice conversations in the past, I appreciated what he had done, however I did not appreciate being hung up on by his employees, nor not having the arrangement we set up being followed through with ... .again. I notified him that I would be filing a complaint. I received another call from Advanced Bureau. My family was having a XXXX gathering for my step daughter so I did not answer. A message was left by an employee who sounded very angry. She did not leave a name with the message. She only stated that she had an important message and to call back. I no longer feel comfortable with this agency, and I am very unsure as to what I need to do next. I have not called back due to the unprofessionalism of this agency, and would rather know my rights regarding this matter before I speak with them again.

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