Consumer complaint received 2021-07-01
Company: Merchants' Credit Guide Company
State: OH
Product: Debt collection
Sub-product: Medical debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
On the date of XX/XX/XXXX I checked my credit report and notice a account in collection from Merchant Credit Guide Company for the amount of XXXX. I reached out to Merchant via email ( proof of record ) stating they have 10 days to removed the account from my credit report or I will be reaching out to CFPB, and FTC for several violation of the fair debt collection act. due to damage to my credit score and also no letter was sent to my address regarding this account. I even explained in the email I will be reaching out to XXXX XXXX XXXX over this matter as well. 

On the date of XX/XX/XXXX I received a email back from Merchant Credit stating that the account was placed in collection by the creditor on XXXX. Merchant Credit stated that they have sent out several letters on XX/XX/XXXX and XX/XX/XXXX. 

I have personally never received a letter from this agency on the said dates that they allegedly sent the letters to my home address. 

On XX/XX/XXXX I reached out to Merchant Credit via phone at XXXX asking about the information regarding the bill. I ask the individual I spoke to to validated the debt, the person I spoke to on the phone was extremely rude and arrogant. He would not release any information of the bill or the account number just only the amount that is owed under my name including my home address. At that point I was extremely frustrated with Merchant Credit I had to take a break to cool off. 

I reached out to XXXX XXXX XXXX billing department at XXXX, the female on the phone asked for my info which I provided. I was placed brief hold, she came back on the line and explained to me there is no record of any medical bill under my name or the amount associated with my last name under that account or any record of any bill. she gave me a phone number to call XXXX XXXX XXXX to see if they have any record of the bill under my name or that amount associated with my last name. 

I reached out to XXXX XXXX XXXX at XXXX explained the situation to the female on the phone she said there is no record across all XXXX data base under my name and for the amount. I asker her if she can send me a email as proof so I can provide that info to Merchant Credit which she did. I took a couple hour break due to the frustration regarding Merchant Credit on how they handled the situation.

I ended up reaching out to XXXX XXXX XXXX  billing department on XX/XX/2021 at XXXX XXXX. I was transferred to the billing coordinator she asked me what was going on I explained everything to her over the phone. I explained to her on how Merchant Credit was not wanting to release any information regarding the collection amount she put me on hold and reached out to them herself. Several minutes later she came back on the line and said ok I got to the bottom of this for you the bill is not yours its your daughter bill for the service of XX/XX/XXXX. I don't know why they have it under your name. I said thank you so much for doing this I greatly appreciate it. Is there anyway that insurance may have not picked up that bill. She can look into it, she said ok the insurance picked up the bill the amount you really owe is XXXX not XXXX as the collection agency is stating that you owe and they are way off on that amount. She told me to call the doctor office and pay the bill under the date of service for XX/XX/XXXX because that what Merchant has, explained to them what is going on and what they are trying to do. 

I immediately reached out to the doctor office number that the billing coordinator gave me at XXXX explain to the person on the phone she said that is not what we are seeing nothing under the amount of XXXX that I am seeing its for the amount of XXXX I don't know where that number Merchant Credit is coming up with. I asked her is there anything in your database for that amount associated with my last name for my kids she said I see nothing under that amount. I paid the bill for the amount of XXXX with approval number XXXX. 

I reached out to Merchant Credit Guild at XXXX I was transferred over to the account manager. After he collected my information he asked me what will I be paying with visa or Mastercard. I told him that I will not be paying anything the account is settled I already paid the account. He said well what I'm seeing here is that you didn't pay anything you still owe XXXX. I said no I don't owed that amount in the first place. The amount you are seeing is incorrect and for the record if you would have sent me a letter back on the dates that you are stating and giving me an opportunity to dispute and validate the debt then it would have been a completely different amount and also the bill isn't mine it is under my daughter name. But unfortunately you never gave me that opportunity. At that point the account manager starting to get upset. He said ok where did you come up with that and how much do you think you owe. I said that I have already paid the bill thru the doctor office the original creditor for the amount of XXXX the told me that I never owed XXXX I can give you a couple phone numbers to call if you need me to. The account manager started to raising his voice as he was speaking to me where did you come up with the amount you owe is XXXX he repeated his self several times over this matter and then backtracked to the dates that he said that he sent out the letters to my address. I had to explained to him the process all over again several times which was the answer he did not want to hear and also explained to him that any medical bills I get is never over XXXX. That because my insurance covers XXXX plus percent of the bill that's why I thought the amount is off, that is why I ask the billing coordinator and the doctor office to confirm the amount with me the number you have is either false or fraudulent we wouldn't be in this situation if you would have sent me the letters so I can validate this why are you trying to make me feel like a liar when I am telling you the same thing over and over. He proceeded to raise his voice louder and louder stating the dates that they allegedly sent the letters and how do i know that you got them and didn't open it. I said that I have a hard time believing you because for one the amount I owe isn't the amount I owe and another thing is I honestly believe a letter was never sent in the first place because you just place random dates in your system to state that letters was sent to avoid investigation because collection agency are known to do this so they can park collections in people credit report. 

After that last statement I said to the account manager he went off the wall screaming into his phone stating I was to lazy to open my mail and lazy to pay my bill that why its in collection. That I shouldn't be making baseless accusations. Demanding that I pay the amount of XXXX then a few seconds of silence he asked me for the phone numbers to XXXX XXXX XXXX and the doctor office in which I provided. He was trying to sound intimating when he said I will call them I will call them right now I will call them to get to the bottom of it and I will call you back. I was silently laughing to myself thinking ok this guy has issues. 

20 minutes he calls back in a calming tone. Mr.XXXX  the account will be removed from collection and it is considered close. I said ok and he hung up.

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with non-monetary relief