Consumer complaint received 2022-05-23
Company: Convergent Resources, Inc.
State: VA
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
I closed my XXXX account in XX/XX/XXXX, I had 3 phones to return for credit. They sent me the return box 's and paperwork but sent it to my old address. After 20 to 25 days of not receiving the return paperwork and boxes I call XXXX and found out they shipped it to wrong address. I gave them the right address and they said they would fix the address on the account and sent the return paperwork and box 's right out.. I wanted 30 or so days and never received the stuff so I once again called XXXX and found out they sent it to the same wrong address again. That apparently the rep felled to change the address. So once again XXXX said they would fix the address and send the return stuff right out. This happened a total of 4 times before they sent me the return paperwork and a box for one phone. So Instead of sending 3 phones back for credit which would have totalled around {$2300.00}, I sent XXXX phone back for credit of around {$1300.00} and just kelp the other two because I owned them out right and was tired of dealing with XXXX. It took over 5 months for them to just get my address fixed, and no telling how long it was going to get them to send me 2 more return boxes so I just decided to accept the loss and move on. 
In XXXX of XXXX I received a letter from Convergent Outsourcing - XXXX that stated I had a outstanding balance of {$750.00} with XXXX and it had been tuned over to them for collection. I called XXXX to find out what was going on because I had automatic bill pay with them when I used their service. They checked into and told me that who ever closed the account at XXXX closed the automatic bill pay first before the balance was paid instead of collecting the balance and then closing the account. I asked them If I pay this now will you get it taken off of my credit report and get the collection removed from my credit report. They said yes and they were sorry that whomever closed the account done it wrong and they would make sure everything was fixed. So I paid the amount ( which I don't think I even owed ) with no question asked because them fixing my credit report was worth more than the {$750.00} and I just wanted this all over and done with so I could just move on. 
I wanted a few weeks and all of the XXXX stuff was taken off but the collection company did not remove anything. It still showed it as a going to collection but being paid all in the same few days. So I called XXXX and they told me that they showed that it was all removed. And if they still had it on my report to call them and tell them to please remove it from my report because it was a mistake and it had been taken care of. So I called them and at first they didn't even show them having it that XXXX pulled it back. So I spoke with the office manager and was told it would be 7 years before it was removed and there was nothing I could do about it and that she had worked there for 10 or so years and she had never seen them remove anything from someone's credit early. After I explained what all had happened she informed me to have XXXX contact them and they would talk with them about removing it.. So once again I called XXXX and told them what was said. The Credit Department Manger from XXXX call them while I was on hold and after 15 or so minutes came back and said it was taken care of that it was in their back office and it would take a few weeks for me to see it removed. 
That was 2 months ago and it still there. So once again I called XXXX and after an hour and a half on the phone with them they told me the best way to handle this and get it resolved was to file with all 3 credit reporting companies and have it removed that way because they were getting nowhere with Convergent Outsourcing. So I did that twice and it still wasn't removed. 
So that bring me to today.. I thought I would give this a shot.. I have over 85+ hours on the phone with XXXX and all others involved. This has dropped my credit 80 to 100 points and not telling how much money this has cost me due to not getting the best rates when We just bought a new car and a few other things.. I had a XXXX when all of this started and now I have a XXXX. 
I don't know why that company has it out for me. If they were to look, they would see its been over 4 years since I have even missed a bill payment. I don't know if XXXX owes them from where they sent it to them by mistake or not but they only had it in their hands a few days before XXXX took it back to get it fixed. And XXXX has every one of my calls documented and it takes the awhile to go through them every time I call but on each call I'm told that they will get it removed and fixed but still no such luck.

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