Consumer complaint received 2022-02-03
Company: Receivables Performance Management, LLC
State: FL
Product: Debt collection
Sub-product: Other debt
Issue: Written notification about debt
Sub-issue: Didn't receive notice of right to dispute

Complaint:
I appreciate in advance your time spent reviewing this detailed complaint. On XX/XX/XXXX, I had established service with XXXX XXXX. I was setup with autopay, and my first bill was created on the first day of service. I was not setup to receive paper bills through the mail. The payment slip portion of my first bill stated AutoPay on XX/XX/XXXX for {$58.00}, followed by Your Credit Card Will Be Charged On XX/XX/XXXX. On XX/XX/XXXX, a payment automatically debited for {$49.00}, less than the billed amount. Following my install, my television service was not working. I had contacted XXXX  to inform them that there was an issue with the install and/or service to where I can not watch TV. XXXX  had sent another installer to my residence, drilled new holes, and rectified the issue for less than a day. After countless attempts to XXXX  with no resolution, I had called to cancel the non-existent service that I was being billed for in which XXXX  wasnt providing on XX/XX/XXXX. I hadnt received a final bill and had assumed that the final payment wouldve been debited again on the XXXX of the month. I had noticed that no payments were taken and went online to make sure nothing was due. To my surprise, XXXX charged me a termination fee on services they couldnt provide. Additionally, I was upset that a bill was generated on the cancellation day, which was off cycle, and was due within 14 days. On XX/XX/XXXX, I had called and spoke with an agent who informed me that I could make a payment to cover everything over the early termination fees. He informed me that I could file a dispute with through XXXX regarding my concerns over a termination fee. I had made a payment for {$75.00} and started that process. On XX/XX/XXXX, a new bill was generated showing the remaining balance of {$460.00}. Two days later, another bill was generated showing a zero balance. As per the Residential Customer Agreement and reiterated on the XXXX  Dispute Resolution Notice ( attached ), neither party can start any arbitration or small claims for at least 60 days. Throughout the next few months, I had been in constant contact with XXXX trying to rectify an issue that became a losing battle. In XXXX, I had started to make payments towards the balance that was still reflective online, even though a bill was generated on XX/XX/XXXX with a zero balance. I had made two payments in XX/XX/XXXX. On XX/XX/XXXX, a new bill was generated which reflected both payments and had a remaining balance due of {$300.00}. This bill erroneously listed a previous bill balance of {$460.00}, which was incorrect being the last bill generated was {$0.00}. All this leads up to my current issue at hand. I have been in the process of buying a newly built home since XX/XX/XXXX when I was pre-approved through the preferred lender of a builder I was considering. On XX/XX/XXXX, I put down an 11K deposit and went under contract to purchase a home for my children to call their own ( redacted portion of sales contract with deposit made attached to validate my statement made to RPM via telephone ). I was elated to learn that I our home will be completed in XXXX and that my closing was scheduled for XX/XX/XXXX. In final preparation of this process, my loan officer had to update my credit report since the initial XXXX report expired ( only valid for 120 days ). I was mortified when he contacted me to inform me that my score had tanked and that I no longer qualified for a mortgage. In reviewing my credit report, I noticed that I had a collection from RPM from that XXXX  account. I had signed on to XXXX which was still reporting a balance of {$300.00}. I had paid that debt through XXXX online website. My loan officer had indicated that the only way to get back to the same credit profile would be if RPM deletes the debt. I had contacted RPM three times and was told that the do not offer deletions or deletion letters. My loan officer had indicated that in XXXX her had a customer who was able to settle a debt with RPM and had a deletion letter ( email ) on file. This is also included ; however, he needed to remove the customer information for legal purposes. I informed him that I might be asking for the wrong thing and he stated hed call with me. The final call made, I spoke with the same supervisor who I spoke with the previous call, XXXX XXXX. She informed me that the only way to get a deletion letter would be if XXXX recalls the debt. Here is where I feel XXXX acted unethically. XXXX had stated they received the debt on XX/XX/XXXX, the day after one bill was sent and one day before the next bill was sent. As referenced previously, its quite convenient that XXXX submitted me to collections during my dispute period, never informed me of this action, never included it on any bills generated, and never changed my balance owed online. I was informed that allegedly sent to my address on file on XX/XX/XXXX. I have informed delivery through the USPS. I reviewed every email for a two-month span starting on XX/XX/XXXX and did not see one item from RPM nor any item with a return address from Washington state XXXX I was also informed that there had allegedly been several attempts to contact my current phone number, yet there were never any voicemails left from RPM. XXXX had confirmed that there was not contact ever made with me. My loan officer had reiterated the issue I am now facing. He stressed that I am now in jeopardy of losing a substantial amount of money on deposit with the builder and that I do not have a place to live as of the middle of XXXX. Although XXXX was extremely kind, she said if XXXX will recall the debt, she can provide a deletion letter as soon as they inform RPM to do so. Following this call, I had called dish again. After numerous transfers, I had spoken with a supervisor by the name of XXXX who stated that the debt would be recalled and that it takes 60 days to complete this. To the point of almost begging, I asked if there is anything that could be done to help expedite the process, on to which a blunt no was given. I have also included the billing and payments tab from XXXX website, followed by every bill listed/generated which corroborates everything I am declaring in this complaint.

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