Consumer complaint received 2021-01-15
Company: TRANSWORLD SYSTEMS INC
State: CA
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
Summary of Attempts to Pay Debt First Notification of Debt was sent on XX/XX/XXXX for the amount of {$750.00}. I was given the account # XXXX with the options to pay by mail or in person. 

Attempted to deliver a check to downtown XXXX office located at XXXX XXXX XXXX XXXX XXXX, XXXX, WA XXXX. The windows were boarded up, and I couldnt figure out which door was XXXX XXXX. I called XXXX, but was put on hold for several minutes. I had to leave to go to work. 

I called again to ask if the building was open. They said it was open just boarded up in preparation for possible unrest downtown. 

I decided to mail the check for the full amount of {$750.00} proof of postmark shows it was sent XXXX XXXX. This was within the 30 day validation period in which collection cost and interest would not be assessed. Letter was received on XX/XX/XXXX. 

Second Notification of Debt was sent XXXX, XXXX, XXXX for the amount of {$880.00}, which includes the initial amount of {$750.00} as well as a Collections Cost of {$130.00}. I was given the account # XXXX with the option to pay online, by mail, or in person I initiated the process of Disputing my Debt on XX/XX/XXXX. 

First call was placed XX/XX/XXXX at XXXX. The employee initiated the dispute, and the dispute would take approximately 30 days to be resolved. I asked whether or not I would continue to incur interest on the amount while it was in dispute. She said it would incur debt, but that could be disputed after payment was made. 

Second call was placed XX/XX/XXXX at XXXX. I spoke to an employee named XXXX. He told me that the account would be on hold during the time of the dispute, and it would not continue to incur debt. I asked if I could get written confirmation of that. He said that written confirmation would take approximately 30 days to get confirmation sent, which would be the amount of the time the dispute itself would take. He said they could not email the letter, because email isnt secure. He said they could fax it to me, and I said I would find a fax number. He said he would call me in two weeks to follow up on the progress of their investigation into the dispute. 

I received a call back from USPS after being put on a waitlist on XX/XX/XXXX at XXXX. A post service employee informed me the TSI employee who signed the Certified Mail slip for the check was named XXXX XXXX. 

Third call was placed XX/XX/XXXX at XXXX. I was going to inform TSI who the employee was that signed for the check. I started to explain this to the employee who answered, but couldnt explain without telling her the whole process I have already gone through including the first and second calls, so I asked to speak to a manager. She said the manager was doing New Hire Training, and took a call back number for me. I asked if I would be receiving a call back today. The employee said I would either receive a call back today or tomorrow morning. 
I never received a call back. 

Fourth call was placed XX/XX/XXXX at XXXX. I immediately asked to speak to a manager. I gave the woman my information including the first account number I was given, and she said that she could try to find a manager, but the account is closed. I said I would still like to speak to a manager, because I would like to understand what happened. She says she doesnt have a manager available. I ask if she can check the second account number I was given. She tells me this account is open, and I owe {$880.00}. I tell her that this is why I need to speak to a manager, because I sent a check, and I know who received it at their company. She said that they havent received any payment, and they cant get rid of the ticket for me. I said I didnt want to get rid of the ticket, but I had already paid it. I asked when a manager would be available. She said I could call back in an hour.

I made my first call to XXXX  Municipal Court on XXXX XXXX, at XXXX. I explained to the woman who answered what had occurred so far with the collections agency. She recommended I ask for a supervisor. I said I had twice, but was never connected to one. She said she wasnt sure what she could do to help, but she would transfer me to accounting. I was connected to accounting, and I again explained the situation. She said I would have to go through the collections agency, if the money had been taken from my account and that I should also contact my bank. I said the money hadnt been taken, they just denied that I had paid. She said that if that were the case there is a possibility the account could be pulled from collections and paid directly to the XXXX of XXXX Municipal Court. She gave me the appropriate email address, and suggested I send all proof I had of my attempt to pay as well as my interactions with the collections agency. 

Fifth Call was placed on XX/XX/XXXX, at XXXX. I requested to speak to a supervisor. I gave XXXX my account number, and I again explained the situation. She took down the information pertaining to my situation, and said she was going to attempt to locate a supervisor. I was asked a new question this time. She asked if there was some sort of hold placed on the account by my bank. I told her that I had not, but I hadnt heard anything about the check being held by my bank, and that the full amount was still in my account. A supervisor wasnt available again. I continued to speak with her. She asked if I had proof of when this check was sent and to which address. I told her yes I have my certified mail receipt, which proved the day it was sent and to the XXXX DE address that was noted on the slip I was supposed to detach and send with my payment. She said she was going to reach out to a supervisor to see what the next step was. I was placed on hold. The call ended with me on hold after a total duration of 14 minutes and 36 seconds. 

Sixth Call was placed on XX/XX/XXXX, at XXXX. I warned the employee I would need to speak to a supervisor. He asked to verify my account. I gave him the information. He asked why I would need to speak to a supervisor. I said because I have already paid the full amount of the debt. ( I misspoke meaning to say I had sent a check for the full amount of the debt. ) I also explained that I was waiting to speak to a supervisor when the call abruptly ended. He said it would be a few moments, but this time hold music was not playing. He asked if I had already checked with my bank. I said I have not yet. He said he was about to get in touch with his supervisor. They were just reading all the notes first. Fifteen minutes into the call I was told I was being transferred to a supervisor, and the call began. I was taken off hold to be told that he was having a technical issue, and that he is restarting his system. I was told he is now ready and hold music began again. The phone was answered and I again explained the circumstances to the supervisor. I discussed the two separate account numbers I was given, after he asked a question. He said it looked like the court had placed a duplicate of my account into collections so the first one was closed, and that is possibly why the check had not gone through. He said he would have to research it, and verified my call back number. I said I had a few questions before we hung up. I asked if while the account was in dispute would the account stop accruing interest. He said it would continue to accrue interest, but after we figure this out we could see if something could be done about it. I said the problem was that I had already sent the full amount before their interest and collection cost. He said that the collection cost and the interest is the courts they just collect debt on their behalf. I said that I had already called the court today, because this is my fourth attempt to speak to a supervisor, and the only one that had been successful. They seemed to have no communication with the company, and even attempted to call them, but couldnt get through. I said I would just like to know who is in charge here, because this is my future and my credit score on the line. He said that they are not one of those companies that buy debt for pennies on the dollar. They only collect on the courts behalf, and that he was going to look into this. After this, the call ended. 

On XX/XX/XXXX I received this email reply from XXXX XXXX, an accounting clerk at XXXX Municipal Court, Hello. I spoke with you on XX/XX/XXXX regarding your issues paying TSI. I just wanted you to know that your email was received and it was sent to a Judge for review. I hope to have a response for you within a week or so. Thank you and take care. 

On XX/XX/XXXX I received a second email from XXXX XXXX, Hello again. I received a response from the Judge. She has allowed me to remove the case from collections. I show that you have a balance of {$100.00} left on this case. You can make that payment to the Court ( not TSI ). You can make an online credit card payment or mail a check or money order. I have set a delay date of 30 days. Please let me know if you have any questions. Thank you. 

Upon receipt of this email I view my bank account and see that the original amount of {$750.00} is gone from my account. I am concerned, because I was told that TSI had no record of this payment. I reply to Ms. XXXX on XX/XX/XXXX asking if they had received that money, and what the additional amount due of {$100.00} is for. Thank you so much for all your help. I just want to ask, because my record of payment hasn't changed in the online payment portal, did you receive the {$750.00} amount from the original check. It has been cashed, and I want to ensure that money has been received by you. I also am confused as to what the additional {$100.00} is for if you could explain that to me. 

On XX/XX/XXXX I received this response from Ms. XXXX, Hello. The payment of {$750.00} was made to TSI. They sent the Court {$630.00} and kept the {$110.00} to go towards their interest and/or fees. So after we received the {$630.00} from TSI the balance remaining is {$100.00}. If that amount was still owing at collections it would still have additional interest accumulating on it. I have pulled the balance from collections and the {$100.00} is the amount that is still owing with the Court. Please let me know if you have any other questions. Thank you. 

I paid the additional amount online to the court at XXXX XX/XX/XXXX to resolve the matter with the court, but TSI had no right to withhold money for their interest or fees, because they received my check before interest or fees could be applied. I believe they lied about receipt of the check in order for my debt with them to accrue more fees and interest.

Company response to consumer: Closed with explanation