Consumer complaint received 2020-07-06
Company: SUNRISE CREDIT SERVICES, INC
State: TX
Product: Debt collection
Sub-product: Other debt
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint:
To Whom This May Concern, This complaint is being made for a horrible consumer experience from many companies, but the main one in question is called Sunrise Credit Services. I originally received a last bill in the mail from an apartment complex for a balance that I owed which was quite a shock to me as it was completely outrageous and questionable. However at that time I simply did not have the amount of money they said I owed therefore it was not paid. 
A year later, I did not receive anything stating my balance was no longer being handled by the apartment complex until I contacted them which was on XX/XX/2020. I contacted them because I knew that this would effect my credit which needed to be addressed immediately. At this point I did not have time to dispute the charges so my best option was to move forward with just paying the debt thinking it would make the process of improving my credit easier for me. 
I contacted the XXXX  XXXX at XXXX XXXX on XX/XX/XXXX. They never answered my call until I called them from an unknown number where they then informed me that they sent my balance over to a debt collector known as XXXX XXXX. I called XXXX XXXX after that. XXXX XXXX then informed me that the balance was sent to another debt collector called Sunrise Credit Services. XXXX XXXX provided me with this phone number XXXX. So I called Sunrise Credit Services on the same day XX/XX/2020. While I do not have all the names of every person I spoke with, the person I provided my personal bank account information to and paid over the phone was named XXXX XXXX. 
Before I was even able to speak with her, the first person I spoke with did not have any of my information and said they could not help me. This prompted me to call XXXX XXXX back. I explained to them that the representative at the phone number they provided me with said they did not have my information. XXXX XXXX informed me again that my account was with Sunrise Credit Services and to call them back. So I called back again the same day and explained why I was calling. This time I was transferred to a person who asked me for an account number which no one had provided me with. Then she asked me for my social security number, name and date of birth which I was uncomfortable providing considering non one knew anything up to this point. However, again I was on a time crunch and did not have time so I provided my information to them. This person put me in contact with XXXX XXXX. 
Two conversations between XXXX and I took place. One on that same day XX/XX/XXXX and another one on or shortly after XX/XX/XXXX. The first time XXXX explained the balance I owed which matched with what I was told previously and she confirmed that my account was in fact from XXXX XXXX which I guess is still part of Sunrise Credit Services and that she was able to assist me at this point. She stated how much I owed and I told Ms. XXXX I was unable to pay this amount all at once and would like to see if a payment arrangement of some sort could be set up. Ms. XXXX gave me a lower amount to pay of {$400.00} and I agreed to pay the entire balance that day because it had taken so much just to get to this point and I did not want to have to go through this process again with them period. I provided my debit card information and Ms. XXXX confirmed it and said the payment was made. I asked Ms. XXXX for a confirmation and her response was that they are unable to provide me with that until after the payment has processed completely which takes up to 30 days. Ms. XXXX stated I would receive a paid in full letter from them on XX/XX/XXXX. I also provided my email XXXX to her and asked if it could be emailed to me and she said yes. 
On XX/XX/XXXX I had not received any letter confirming the balance had been paid in full by mail or email. So I called Sunrise Credit Services again. I was transferred to Ms. XXXX who I confirmed with again that my balance had been paid in full on XX/XX/XXXX. It had cleared my bank account and I just needed a confirmation letter stating this. Ms. XXXX confirmed my email address a 2nd time and said she would email it to me that day and I never received it. This time I asked Ms. XXXX for my account number which she provided to me. 
Today is XX/XX/XXXX and I have yet to receive any confirmation letter showing that this balance has been paid in full. I called Sunrise Credit Services again today and this time they stated Ms. XXXX was gone for the day and that I would have to call back again tomorrow. I asked if there was anyone else I could speak to. After being on hold for 15 minutes the representative came back and said all of the individuals who work in that department were gone for the day. 
It has been almost 3 months and although my balance was paid I am still having trouble obtaining this letter which I need as proof that I no longer owe this debt. I looked at XXXX reviews for Sunrise Credit Services and many have similar complaints so I do not understand why I debt collector is allowed to continue operating with such horrible service with no consequences for the poor service. Whoever regulates this company should hold them fully responsible for the mishandling of consumers account information and extremely poor customer service that does not fulfill their promises. 
In addition to trying to take care of this matter over the phone with them, once I received my account number from Ms. XXXX I tried logging in to the Sunrise Credit Services Payment Center online at https : //www.sunrisecreditservices.com/webpay/index.php. It asks for the account number and the last 4 digits of my social security number and does absolutely nothing after entering this information.

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