Consumer complaint received 2015-08-14
Company: HW Holding, Inc
State: WI
Product: Debt collection
Sub-product: Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed
Sub-issue: Debt was paid

Complaint:
I 'm a very small business owner who was the unfortunate victim of being given a stolen credit card over the phone for goods and service. I was the one who discovered the card stolen by reporting it to the police. I am out $ 1600+ because by the time I discovered it, the money was n't recoverable. I 'm guilty of being an idiot, but I am not dishonest. I 'm also a VERY small business owner and in this economy I live hand-to-mouth. 

XXXX XXXX XXXX XXXX, my credit card processor, deducted $ 1400+ from my business checking with no warning, about a month later. That put my account into negative. My Credit Union rejected the ACH due to insufficient funds. In fact there was no indication on the ACH as to who initiated the transaction and my Credit Union had to do some research for me. 

I signed up for my POS/Merchant Services through a XXXX party, had no contract to sign and therefore I did not have much information to go by in order to contact them in an attempt to resolve the issue. 

After several attempts to talk to a physical person and leaving messages, I ferreted out an e-mail address and sent them XXXX explaining my wish to negotiate a payoff. I did n't at any time dispute my responsibility. It was only my wish to not be put out of business. I have an e-mail trail after negotiating a payoff that would involve them intercepting 60 % of my batches, that honestly did n't solve my problem. Plus they intercepted 100 % instead and I resorted to taking out a loan at an interest rate that 's disgustingly high in order to save my business. 

They promised receipts and statements. They had to be continuously badgered for them. I did this via e-mail as I no longer trusted them to honor the agreement. I got XXXX letter half way through the process to initially notify me of my responsibility to pay the debt. Once I had paid them off, requested a statement showing that the same day I received a letter stating that I owed {$1200.00}. I called, and they assured me that my account showed a XXXX balance. Then, they suddenly ACH deposited $ 1300+ into my account. I called and e-mailed. I was verbally assured that it was being taken care of. I was notified that they 'd intercepted the required amount from batches in order to remedy this error and I have in my e-mail that the intercept would be removed from my account as I was paid off. 

Two months later my bank account was ACH - $ 1400+ without warning. I spoke to my Credit Union, showed them my paper trail. They refused the transaction on my behalf and then revoked access to my account. On that day, I cancelled my account with them. Had to jump through hoops to have that confirmed and I signed up with a credit card processor that did not use XXXX XXXX and anyone affiliated with them. 

I received another collection letter, which I disputed, showing them my paper trail, statements and proof of payment. They continued the collections process anyhow. I have since contacted an attorney who is willing to help me without billing me thus far. He suggested a Debt Verification letter, which I have sent. After 3 weeks of silence, my account has now been referred to a collection agency and have received a call today. 

My problem is that I have asked for specific answers to questions and had been assured on numerous occasions that my account showed no outstanding balance. Even on a day that I received a collection call, I called them back and the woman on the phone could not find a balance on my account. 

I have made every effort to pay them, have paid them and at this point I smell a rat. And even if I were inclined to throw money at it, I do n't trust paying them off again. And I ca n't afford to keep bleeding money to them either.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation