Consumer complaint received 2023-08-30
Company: Resurgent Capital Services L.P.
State: IL
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Was not notified of investigation status or results

Complaint:
To Whom it XXXX concern ; In XXXX, XXXX, XXXX and XXXX of XXXX I called Resurgent Capital Services to obtain a payoff letter. The payoff letter is for a XXXX XXXX # ending... XXXX that was paid through XXXX XXXX as a judgement and was paid in full. This document is critical to my mortgage loan originator license. I can not renew or apply for any new licenses without this document. I have several state licenses pending since the beginning of this process with Resurgent and it is impacting my employment productivity and income. I have potentially lost thousands of dollars in income because of this debacle. 

On my first call to request a copy of the account the agent confirmed the account paid in full and told me that they would send a letter in the mail in 5-7 business days. That letter never arrived. 

I called back 2 weeks later to inquire, and a new customer service rep stated that it was sent to the wrong address, my old address on XXXX in XXXX, MI. The agent confirmed my current address and advised me they would send out another letter and should arrive in XXXX business days. 

I called the company back several weeks later because I still hadn't received the letter. Again, a new agent. They confirmed my account and told me that the letter was not sent because it had to go through a different process because the account was a judgement. They said that the judgement process was clear and would send a new letter which would arrive in 5-7 business days. The previous agents flat out lied about them being sent because they could not send without going through the judgement process first. 

Several weeks passed and on XX/XX/XXXX, I called the company back again because I didn't receive the letter. A new agent confirmed my account and stated that the letter was sent, and I should have received it. I informed them that I had not received the letter. She stated that she would send another letter and it would be in the mail in 5-7 business days. 

I called today XX/XX/XXXX, to inquire about the payoff letter and file a complaint because I still have not received it. At this point it has been several months since I first inquired about the payoff letter. The first agent told me that all they can do is send it by mail. It must me a script they can not deviate from because they all say the exact same thing. I asked for a manager and when she came on, I asked to be transferred to a higher level of management or complaints department. The call was disconnected. I called back and got another new agent confirmed my information and asked for a manager which happened to be a senior rep not a manager. She told me that no managers were available and that I would have to call back. She stated that she can not file a complaint, send me to someone else to file a complaint, a manager could not call me back, they can not send anything electronically and they could send it via mail, and it would take another 5-7 days. I requested to send the letter and will follow up again when time allows. I still do not have a resolution.

Company response to consumer: Closed with explanation