Consumer complaint received 2017-11-01
Company: National Bond And Collection Associates, Inc.
State: PA
Product: Debt collection
Sub-product: Medical debt
Issue: Communication tactics
Sub-issue: Used obscene, profane, or other abusive language

Complaint:
On Monday XX/XX/2017, an individual named XXXX called me from the XXXX XXXX XXXX XXXX XXXX to collect a debt of XXXX for a XXXX XXXX done last year. 

As I am XXXX from federal employment, my FERS XXXX comes out the first business day of the month and I asked to please call me back on Wednesday XX/X/2017 so that I would have the means to pay it. She called on the day we agreed but I was unable to answer. I called back within the hour and a gentlemen answered and when I explained the situation, he said he could help me. I asked to be transferred to XXXX at extension XXXX but he insisted louder this time that he could take care of it. 

He asked if I was aware I had another account. It was over two years old from another hospital for around 65 dollars. I was unaware and he told me to wait. Then he told me to pay almost 80 dollars. I reiterated that I was only prepared to pay XXXX as per agreed, and only getting paid monthly makes it difficult for unexpected expenditures. He had joined the separate accounts from separate original creditors and told me he could break it up into three payments so I told him my first payment would be XXXX, as I was prepared and able to pay, and he told me there is no more XXXX. 

Now, according to the FTC, If a debt collector is trying to collect more than one debt from you, the collector must apply any payment you make to the debt you select. Equally important, a debt collector may not apply a payment to a debt you dont think you owe. His voice slowly became louder and more aggressive until he was yelling through the phone. He told me that, were not a loan company, were a debt collection company, then he yelled, pay your bills! Realizing that despite my anger and humiliation, I needed to remain calm and continued to explain that I could only pay the XXXX and he became verbally abusive. 

I wish I could remember what was said, but I was in shock at how I was being treated after I had initiated the phone call to pay an agreed upon debt. I asked to speak to his supervisor and he spat, I am the general manager, and I asked to speak to whoever he reports to and he laughed and told me he was being gracious by offering installment plans. He then told me he didnt have to do that and he didnt have to accept any money from me and then I heard him clicking a keyboard a few times and he said, there you go, now I sent it to be- and I didnt understand what he said but clearly he was trying to frighten and intimidate me. After it all, he yelled something from far away into the phone and then hung up on me. 

I sat stunned for a few minutes and shaking I called again but he answered again on the first ring. I tried half an hour later and he answered again. I tried a different phone number and this time I got XXXX at extension XXXX directly. I told her what had happened but she was unmoved. She explained the agency doesnt accept collections for under 25 dollars so the XXXX was odd because they can not accept payments under 25 dollars. She said she could take the XXXX and set me up for arrangements but there would be a XXXX dollar processing fee. While these seem like nickel and dimes, I only get paid once a month from my works XXXX pension. She told me I could pay online and I agreed then I asked how to report the last gentleman that I spoke with, his name was never given to me. She told me his name was XXXX and he is indeed a supervisor, and to contact someone named XXXX XXXX who is XXXX superior. 

I hung up the phone with the intention of paying the bill online, but then I was afraid of putting my bank account information online allowing them to take more money without my authorization. 

I am also afraid of calling back to report this manager, XXXX, and being yelled at by someone else. I may owe XXXX dollars between two past due accounts, but its all from XXXX testing and treatment that got away from me during the time I was sick.

Company response to consumer: Closed with explanation