Consumer complaint received 2020-05-13
Company: ProCollect, Inc.
State: GA
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
I moved into XXXX XXXX XXXX  in XX/XX/XXXX ( 4 days before my mother passed away ) and at the time I asked management if my mother pass away can I upgrade to a bigger apartment because my mother is on her XXXX bed and my dad would have to move with me because he is XXXX, and at the time of my lease signing I was told yes. In XX/XX/XXXX I asked XXXX can I upgrade my apartment and I was told that management changed and despite of my lease saying I can ; however, at that time I culdnt upgrade to a bigger apartment. Tried to explain that my dad had a XXXX XXXX XXXX and my mother was his sole caretaker and he needed a live in aid to assist him and my mother passed away on XX/XX/XXXX and he didnt care. So I began to look for a house so my dad could come live with me. In XX/XX/XXXX I closed on a house and immediately advised XXXX XXXX management that I wanted to do an early termination and because they had switched to new management again and I was told that I would have to wait until XX/XX/XXXX in order to put in a notice to terminate. So in XX/XX/XXXX I took my 60 day notice into the office and talk to management and was told that in XX/XX/XXXX I would only be charged the XXXX that states on my lease for early termination. In XXXX the apartment switch management again and the new manager XXXX contacted me by phone and asked if I was staying in the apartment and I explained to her what happened and she stated that she didnt have a 60 day notice, but she would take in consideration that I had done a 60 day notice and give me credit for 30 days already and I was instructed to send a email and include the date of XXXX so she will remember the conversation when XX/XX/XXXX come around and she can remove the other fees from the system. I sent the email on XXXX and stated that I was putting in my 30 day notice like I was instructed to do. On XX/XX/XXXX I called to get the amount that I needed to pay and was told by XXXX and XXXX that I dont have anything to pay because the system added XXXX and late fees because I had not been removed from the system yet and I was told not to worry about because they was removing that. I asked that day what would I have to pay and was told just the termination fees and I was also told to wait 30 to 60 days to receive the statement. I called in XXXX to find out the amount and was told to wait and when I called in XXXX the new agent told me that she could email me the statement. So on XX/XX/XXXX I was emailed the statement and was instructed to call corporate. No number was given and nobody would discuss the amount that was on the statement. It took me 3 days to finally find corporate number and when I called and talked to someone I was told it was past 30 days and nothing could be done and I tried to explain that I just received the email. The lady also stated that XXXX XXXX  didnt have a forwarding address and I explained that it was one on file along with my email address because I emailed my 30 day notice and it was on file because I receive a lot of emails stating when my rent was due, but the corporate lady was very rude and hung up in my face and I called back and the lady refused to talk to me. I am deputing the amount because it was totally unfair on top of dealing with the death of my mom. I only think I owe is XXXX

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