Consumer complaint received 2023-12-07
Company: MERCANTILE ADJUSTMENT BUREAU, LLC
State: TX
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was result of identity theft

Complaint:
In XXXX of XXXX, my husband and I bought a water treatment system from XXXX XXXX. The sales representative, who was also a family friend, took our application and copies or pictures of both of our IDs. Everything seemed fine, and the system was installed. By the beginning of XXXX, we received our first bill. 
However, in XXXX, I received a letter from XXXX XXXXXXXX informing me that my checking account would be debited on XX/XX/XXXX for a specified amount. When I immediately contacted the financial institution for the water system that was installed in XXXX, I found out that they had not sold or transferred my loan and that my account was active and had a remaining balance. 
I then contacted XXXX XXXXXXXX, and they informed me that an account had been opened between XXXX and XXXX of that year. I requested the original documents, which they provided, and immediately realized that my information had been used without my knowledge or authorization. 
After further investigation, I was able to locate the company where the account had originated. I contacted the owner and explained the situation, and I found out that one of their employees had used my Name, DOB, and SS number to establish not one but two accounts through XXXX XXXX, both for water treatment systems. XXXX was financed through XXXX XXXXXXXX, and the other through XXXXXXXX XXXX 
Upon questioning the crook, we realized how she came into possession of my very private and sensitive information. The sales agent from XXXX XXXX had irresponsibly shared a picture of mine and my husband 's ID along with full SS numbers in a XXXX group. From there, XXXX XXXX, a former employee of XXXX XXXX, took our information and not only opened two accounts under my name but also shared my information with another crook who opened an account with XXXX XXXX XXXX XXXX. 
After visiting with the Owner and manager of XXXXXXXX XXXX ( XXXX and XXXX XXXX ), I contacted my local police and filed a report. At the time I filed the report, I had not yet pulled my credit and was only aware of the accounts with XXXX and XXXX XXXX. Therefore, XXXX XXXX XXXX XXXX is not mentioned there. 
XXXX XXXXXXXX, is the only company that has removed my information from their system and sent me a letter notifying me that my name has been cleared, and the charges under my name have been erased. 
Regarding XXXXXXXX XXXX, I contacted them in XXXX and notified them of the fraudulent activity. A representative called me back and requested the police report, which I provided, and then I did not hear back from them. The owner of XXXXXXXX XXXX let me know that they had collected the money back from her company, and I assumed since there were no more calls or letters that the account had been removed from my credit file. However, on XX/XX/XXXX, I received a collection letter from Mercantile Adjustment Bureau trying to collect {$9000.00}. I explained the situation and requested all proving documents, and I have emailed them to the bureau. 
XXXX XXXX has been more than a nightmare. From the beginning, they refused to help or assist me in any way. Every time I called to report the fraudulent account, they directed me to the credit bureaus. I requested to be connected with a manager or anyone who could escalate the situation for it to be investigated, but they simply denied it. Their excuse was that they needed the account number to locate the account or my information on their system. Somehow I was able to obtain the account number, and finally, they " opened an investigation. '' The credit bureaus have provided them with all the information I had provided, but they refuse to delete the account. 
I have proof that I have lived at my current residence since XXXX and that the address they have is false. I have provided them with the police report. Since last week, I have been receiving text messages and phone calls from them wanting to collect the past-due payments and threatening to send it to collections.

Company response to consumer: Closed with explanation