Consumer complaint received 2020-06-18
Company: California Business Bureau, Inc.
State: VA
Product: Debt collection
Sub-product: Medical debt
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint:
I am writing this formal complaint against California Business Bureau , Inc. in reference to my collections accounts with the organization. Since receiving my initial letter by mail that my account had migrated into collections I successfully received a bill each month by the XXXX to make my monthly payment with the exception of two months ( XX/XX/XXXX and XX/XX/XXXX ). 

On XX/XX/XXXX I was expecting my last collections bill by mail and it never came. Luckily I had set up iCalendar reminders for this and logged onto the Pay CBB website to make my final payment. Upon logging in I was asked for my account number located at the top of your bill which I didnt have so I called the number listed on the CBB website ( XXXX ) for assistance. Upon calling I was connected with a representative ( XXXX ) who informed me to make payment I would need the account number from my bill. I let XXXX know I didnt have the account number from my bill because I never received a bill. The representative reluctantly gave me my account number so that I could pay my balance online. I successfully paid off the remaining balance of my account while the representative XXXX stayed on the line with me as I requested. We ended the call. 

About 15 minutes after paying the bill online I called the company back to inquire about receiving confirmation that my balance was {$0.00} and the account would be closed. I was met with the same representative ( XXXX ) with an attitude who let me know the confirmation was on the screen when I paid. I explained that I I did not screenshot or save that specific page nor did I receive an email confirmation for this payment or any payment I have made and asked if a letter or email can be sent out to me. The representative told me I had to request a letter. Growing frustrated I verbally let him know ( on a recorded line ) I am requesting an account closure letter that will document a {$0.00} balance. The representative let me know the letter would be mailed in 3-5 business days. I asked XXXX to confirm my address since two times ( XX/XX/XXXX and XX/XX/XXXX ) I had never received a bill and he refused, became combative with me and eventually hung up on me. 

It is now XX/XX/XXXX and I still havent received an account closure letter for my records as XXXX promised so I reached out via phone call seven ( 7 ) times at various times between XXXX XXXX/EST and XXXX XXXX/EST. I also submitted multiple requests through the " Request a Call '' link on their website in hopes to receive a call back. By XXXX XXXX/EST I still had not been contacted and reached back out to CBB where I was connected with XXXX again. I asked him about receiving an account closure letter and he let me know I already called today. I let him know I also already called a month ago about this same issue and his reply was argumentative ; yea but you called today, I see it here you called at XXXX XXXXmaam you already called todayyou called today already. I informed him Ive been trying to call all day really because I have no documentation that my account is paid off ; Im not receiving bills in a timely fashion, I want to check if I owe any more money, Im not getting ahold of anyone, I never received an account closure letter as promised, etc. I also reminded XXXX that he told me approximately one month prior on XX/XX/XXXX that I would have a letter in 3-5 business days and I never received it.the call ended abruptly again when he hung up on me. 

I raise the question, if my call, voicemail, and request to be contacted were acknowledged and received then why did I not receive a call back, an email or simply a confirmation that the account closure letter had been sent as I requested in the voicemail and in the online contact form? I dont understand why this company must create obstacles for simple requests. 

I called the CBB again on XX/XX/XXXX to inquire about my account number so that I can log online and check my account myself to see a {$0.00} balance to screenshot for my records and be rid of CBB, Inc. and was met with XXXX, who reminded me, like XXXX, that Ive already called today. She let me know I dont know why you keep calling you dont owe anymore money, I had her repeat that phrase by saying So my account balance is {$0.00} and the account is paid off?. Yes, she replied. I have seen the XXXX reviews for this organization and I fear that I will face the outcome of the other consumers ; that I will pay off my bill ( or so I think ) and receive a letter one year later saying I owe a minuscule amount of money ( i.e. {$0.00} XXXX review by XXXX XXXX ) or that I will owe an amount of money that has accrued interest and late fees because I once again, did not receive a bill in a timely manner. 

I am frustrated. Nobody likes having a collections account. I am simply requesting to have documentation emailed to me or mailed to me that my California Business Bureau account has a {$0.00} balance and is now closed. In all of my efforts to get this debt paid off this letter will help me have peace of mind that I dont owe anymore monies for my ER visit in XXXX. I believe this to be a simple ask and therefore filing this complaint in hopes that it will help progress the situation.

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