Consumer complaint received 2019-02-08
Company: CCS Financial Services, Inc.
State: NC
Product: Debt collection
Sub-product: Other debt
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint:
I was with XXXX  insurance from mid XX/XX/XXXX mid XXXX. I left after several arbitrary actions on their part and severe difficulty in communicating with them. 

1 ) Less then one month after signing up for coverage they sent me an excessively succinct email asking for additional information. After my reply was apparently inadequate, they didnt respond and without prior notification dropped my coverage to liability only.

2 ) When I realized the issue I made several impossible attempts to contact them thru the phone number they provided. The IVR phone system they had at no point allowed for redirect to an operator, or requesting a representative as other companies provide. I was forced to go into a random XXXX   office to get assistance. They connected to someone that could assist and it was not a pleasant experience, they they did agree to resolve the issue and restore my full coverage.

3 ) When my full coverage was restored the price was 50 % higher than my original quote. Mind you, this is less then 2 months of serve from them. My attempts to ask questions thru their online web form were often replied with overly succinct, off point answers. I never found out why they raised my coverage cost.

4 ) Deciding that continuing to use them as an insurance provider was too risky, I decided to leave in late XX/XX/XXXX. My last bill was on XX/XX/XXXX, and I was paying in advance. The only thing I have from them is an email that is ambiguous that you might receive a bill, or you may be owed a credit. My last day was XX/XX/XXXX. I had automatic bank draft. Set up. I had bill notifications texted to my phone. After this, there were no follow up letters, or phone calls, or voicemails or text messages that I am aware of regarding a bill. I would have expected them to make at least multiple attempts to contact me thru multiple channels. But that didnt happen. 

5 ) The bill went to the collector, according to my credit report, on XXXX XXXX, XXXX and was reported to the credit agencies on XXXX XXXX, XXXX. I have never received a voice mail, email, or letter from these people. 

I am familiar with collection agency processes as I paid off a {$4000.00} medical bill starting 4 years ago over a two year span to a collector for the hospital. From the beginning I received mail from them that was specifically designed to leave the recipient the clear intention that envelope has information regarding a bill from a collector, and I received voice mails from the collector whom I worked with briefly set up a plan. They never reported, and it was {$4000.00}. I appreciated that. 

I would be glad to pay off the {$71.00} if the derogatory remark was removed, or if that is not possible amended with the collector admitting they made no effort to contact me and the remark was made in their error. Im working on buying my first home within the next 2-3 years and want to cleanest score possible.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation