Consumer complaint received 2017-12-23
Company: Felt & Lukes, LLC
State: WI
Product: Debt collection
Sub-product: Auto debt
Issue: Took or threatened to take negative or legal action
Sub-issue: Threatened or suggested your credit would be damaged

Complaint:
On Wednesday, XXXX XXXX, 2017 at approximately XXXX XXXX my wife, XXXX, received at call from XXXX XXXX XXXX XXXX. My wife answered but no one was on the other line. XXXX called the number back and a " XXXX '' answered the phone. XXXX asked for XXXX 's personal information. XXXX asked XXXX why XXXX was calling. XXXX REFUSED to give XXXX any information until XXXX gave XXXX XXXX 's social security number and other identifying personal information. XXXX kept pressing XXXX asking for XXXX 's information on who XXXX worked for. XXXX again kept refusing and telling XXXX that XXXX MUST give XXXX XXXX 's personal information. XXXX pressured my wife for her identifying information. When XXXX refused, XXXX told XXXX she did not call XXXX and tried to accuse my wife of lying saying XXXX never call XXXX. 

XXXX then told me about the phone call when I returned home. I then called the number wondering who was harassing my wife. XXXX answered the phone and I asked her what company she was with. XXXX again refused to identify herself or her employer and instead, wanted my personal information in order to tell me why XXXX called XXXX. I told XXXX it was 2017 and I would never give my private info out to anyone over the phone. I told XXXX that is how people are victims of identity theft. XXXX still refused to give me any of her or her employers info and the reason she was calling. XXXX would not even tell me she was a debt collector. 

I got very angry with XXXX and told her she called us and she needed to identify herself and why she was calling or she was not getting our information. XXXX said she was not going to identify herself until I gave her my personal information. XXXX already had my first name as she called me " XXXX '' before I had even given her that. Thinking XXXX was an identity theft I told her if she could not identify herself to me, then she could get bent. XXXX hung up on me. I called back and a " XXXX '' answered the phone. XXXX told me XXXX was unavailable. I asked XXXX who I was speaking with and right away XXXX told me she was calling on behalf of XXXX XXXX XXXX debt department. I then hung up the phone as I wanted to now call XXXX. 

I called XXXX XXXX XXXX branch in XXXX, WI. I spoke to a loan officer, XXXX XXXX. After a couple phone calls, XXXX advised she had remedied the error. Apparently a new teller had received our auto loan payment and placed the money into our savings instead of on the loan. XXXX advised she had back dated everything and placed the money in the correct account. XXXX apologized for the error and acknowledged not only are we excellent customers with great credit but have never had a late payment. I explained to XXXX the way XXXX had treated us. XXXX seemed surprised but advised the situation had been rectified. 

After speaking with XXXX, XXXX wanted to call back and to complain to XXXX 's manager, as we both felt that abrasive and abusive behavior was unwarranted and not necessary to accomplish the task. When XXXX phoned the number back, XXXX answered and told XXXX XXXX was unavailable again. XXXX told XXXX the call was now being recorded and they did n't appreciate the way XXXX and I spoke to them. When XXXX asked for XXXX 's manager, XXXX told XXXX " XXXX '' was actually XXXX XXXX was the owner, so XXXX was out of luck and that would get XXXX nowhere. XXXX then closed the conversation by telling then XXXX and XXXX already contacted XXXX XXXX XXXX and filed a complaint on us. XXXX said they also recommended to XXXX XXXX XXXX that the credit union drop our loan and remove us as customers. XXXX advised we would be filing a complaint against XXXX. XXXX told XXXX she could do what she wants but XXXX is the owner of the company. XXXX made XXXX feel as though XXXX was untouchable and not punishable. 

After XXXX 's conversation with XXXX, the next day, Thursday, XXXX XXXX, XXXX, we went to XXXX XXXX XXXX in XXXX and spoke to XXXX in person. XXXX was again apologetic but initially denied knowing whether it was law that the customer gets a letter about an account in default before they are sent to collections. Then later in the conversation, XXXX apologized for us not being notified of the account issue and said the normal procedure is to issue a letter to the customer first. XXXX advised she had called the company, who XXXX identified as Felt & Lukes, and told them this was all an error and to not call us. When we told XXXX about the last phone call with XXXX and the threat XXXX made to have the bank drop our account, XXXX seemed extremely surprised. We told XXXX if this was the way the bank handled their good customers then we could switch banks if they ca n't control their vendors. XXXX again apologized and thanked us for our understanding. XXXX told us she would discuss this issue with the debt collection committee at their next meeting. 

Other than the overall inappropriateness of the whole incident, I am worried that Felt & Lukes now has all our personal information. I am concern they could do something with it that would both jeopardize our information and our credit. I have no control over what happens to that information especially now that they appear to be angry and want the bank to get rid of our loan. I am concerned they are able to do inappropriate things with our private information particularly now that we have filled this formal complaint with the Consumer Financial Protection Bureau.

Company response to consumer: Closed with explanation