Consumer complaint received 2019-05-08
Company: NRA Group, LLC
State: FL
Product: Debt collection
Sub-product: Medical debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
I have recently had an account in NTL Recovery Agency in collections due to a medical bill not being submitted through insurance. I was unaware of this bill until it reflected on my credit report due to not receiving any mail or phone communicating from this collection agency. When I first called in to gain information over a year ago, I was advised that this will be placed in dispute/review to see about sending it back to main creditor and resubmitting through the insurance company to cover it because this is something that happens often. I never heard back so I assumed it was resolved. I never received any other communication. After reviewing my credit again I noticed that it was still being reported. I called back to the agency and was advised that It is too late to send it for a dispute. To get it done and over with, I agreed to settle the balance for {$800.00}. I have to say, every time I called the representatives I've spoken with have been extremely short, provided limited information and EXTREAMLY rude and unprofessional. One call I spoke with a lady who addressed herself as a supervisor named Ms. XXXX. Her tone was down right degrading and all I was attempting to do was getting the process on if I paid the account would it be submitted for deletion. I had to hang up on her after asking to speak with a different person to get my questions addressed multiple times and when I called back she was the one who answered with sarcasm and was so condescending like it was a game. I called back again another time and paid the bill and CONFIRMED multiple times on the phone that it would be deleted from my report. I called back a week later to validate that it was being deleted and again asked for when they send updates to the Credit reporting agencies and was advised the XXXX of the month and again told it would be submitted for deletion. Today is XX/XX/2019, and I reviewed my report and it shows that it was last reported on XX/XX/2019 and STILL has an out standing balance. So AGAIN, I called for clarification. I AGAIN spoke with Ms. XXXX and explained that I paid my bill and was told that the company reports in the beginning of the month however, I show that my report was just updated and still shows a balance. I advised her that I know it is a process and can take 30 days to update but all I wanted to do was CONFIRM that it was sent for deletion. She placed me on hold and hard transferred me to a lady who claimed to be a supervisor ( I do not recall her name ) who I had to explain my situation all over again and this lady was 10xs worst than Ms. XXXX. I was calm and trying to get the process and info and she was so rude and short with me that I actually had to say Im sorry but every one Ive spoken with here has been so rude and Im just trying to get clarification. She literally yelled and said IM NOT BEING RUDE BUT I CANT KEEP TELLING YOU OVER AND OVER IT WILL BE DELETED when she actually never gave me a straight answer if it was going to update as just PAID or actually be REMOVED. I work for a call center and NEVER would let any of my employees speak to a customer in this manor especially when they just need clarification. I pay my bills and this was not even an accurate bill but I still paid it due to it being a responsibility. I have had the worst experience with this collection agency and wish for all of the calls to be pulled and reviewed to see how terrible their service is. I wish for the account to be REMOVED off of my credit immediately or I will seek legal action.

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation