Consumer complaint received 2015-11-04
Company: Continental Credit Control
State: CA
Product: Debt collection
Sub-product: Medical
Issue: Disclosure verification of debt
Sub-issue: Not given enough info to verify debt

Complaint:
Continental Credit Control ; XXXX XXXX. XXXX XXXX, XXXX XXXX, CA XXXX Phone XXXX ( XXXX XXXX XXXXContinental Credit Control was contacted in good faith to resolve only XXXX outstanding medical bill that consumer was aware of. Several phone calls and a voicemail were made to reach them. Upon contacting XXXX XXXX and XXXX XXXX it was it is policy not to send notices or call in regards to updating consumer of more than XXXX acount outstanding. To quote, '' We do n't have to send you anything, you could have called. '' When asked how a consumer is supposed to be aware that several accounts exist when XXXX notice attempt several months ago the response was stated that Continental Credit Control does not send out statements, call or notify you that the collection has not been paid on. 
Accounts from XXXX physician may exist from different visit and consumer only is aware of XXXX, paying on XXXX - what way could a consumer be aware. Continental credit Control Rep stated that their accounts are all seperated and treated seperately even for XXXX physician so they do n't have to tell you about other accounts you owe on, as a policy of thiers if they contact once or twice at all your just supposed to know. 
Consumer was unaware several accounts were outstanding and was not notified that the billing process payment would only go to XXXX acoount. 
Also when creditor was asked about securing a paymet plan under six months with electronic check in good faith in regards to new discovery of other amounts under different account numbers, Continental Credit Control Rep. XXXX XXXX stated that the only way to remove the credit reporting was to pay in full by credit card. When asked if why other creditors were willing to work out a guaranteed debit payment plan the response was the staff Rep : XXXX XXXX stated it was not an option. Whe asked further if this was a company policy or a California XXXX XXXX XXXX Representative XXXX stated he became rude and talked ove me each time interrupting the consumer. When calmly approached for a reasonalbe explanation or effort to work with reaching a amicable agreement with debt collection XXXX XXXX XXXX was even less professional and stated he could only assist the concumer if the bill was paid in full at the time of the all and he could no longer talk to and hung up leaving consumer slammed on the othe end of call and having to call back to resolve amounts/account reference numbers and other details with XXXXaccount representative. Hanging up on a consumer when the consumer is asking if it 's a company policy/practice or California XXXX regarding statements, payment plans or such is just plain unfair practice and leaves the consumer at the loss, having to call back through phone trees, voicemail and waiting on the phone. Of all the agencies this consumer has dealt with Continental Credit Control has shown themselves to be the least worthy or fair practice and assisting consumers staying informed of outstanding or transferring medical bills by stating they do not have to send out notices, nor inform the consumer that other account are not grouped together for the same medical physical, so you only pay XXXX account while the others stand out and accumualte interest. That is not fair, and then report it to your Credit. Also that when a consumer attemtpt to make a payment plan and provide account and payment in a good faith effort for best business practice is told that the only way is pay it off in full or not at all. 
In this day when financial and XXXX crisis has it all of us it is disconcerting that Continental Credit Control Representatives XXXX XXXX and XXXX XXXX should follow such a phone script in business with patients. 
The phoe calls were tape recorded and hopefully will be followed up to review Continental Credit Control for improvements.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation