Consumer complaint received 2016-11-30
Company: Duncan Solutions, lnc.
State: CA
Product: Debt collection
Sub-product: Other (i.e. phone, health club, etc.)
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
I crossed the XXXX XXXX XXXX at a time when they no longer had toll booth workers. An invoice was submitted to me. I was informed by XXXX XXXX XXXX that if I opened up an account with them, the tolls would be taken care of. I did, however, there was a mix-up on their end ( regarding the effective date that my account was opened ) and this toll remained outstanding. At some point, while I thought it had all been worked out, they instead sent the amount to a debt collector, Law Enforcement Systems, XXXX. The total amount due was {$76.00} - of which {$6.00} was the original toll fee. In XXXX XXXX, I received a notification from the debt collector that they had sent a notice to the State of California for garnishment of {$76.00} from my upcoming XXXX income tax refund. When I learned of this, I called XXXX XXXX and they resolved it to my favor, they communicated this status/resolution to the debt collector in XXXX XXXX. On XXXX XXXX, XXXX I also sent a follow-on letter to Law Enforcement Systems , LLC reiterating the status that should have been communicated to them by XXXX XXXX XXXX and also, submitted, a check for the original {$6.00} toll fee which I subsequently learned was what caused the hiccup in that once this past due amount was sent to debt collections, XXXX XXXX XXXX could no longer merely use my balance on account with them to pay the {$6.00} original toll crossing fee ( which I assumed that they had done ). I thought everything was resolved. Around XXXX XXXX, I went onto the Law Enforcement Systems , LLC website and now saw that I no longer owed any amount. Again, I thought it was all behind me. Unfortunately, despite my written request for them to do so, the debt collector failed to retract the notice requesting intercept of funds that they had sent to the State of California. Thus, in XXXX of XXXX, I received a notice from the State of California Franchise Tax Board that the {$76.00} was indeed intercepted. On XXXX XXXX, XXXX, I called Law Enforcement Systems and spoke to a customer service rep named XXXX who indicated that per their records, they showed that they owed me a refund of {$76.00}, he informed me on that call that he processed and submitted the refund on my behalf and that I would be getting my refund within 120 days. 120 days passed and I did not receive the refund. I called again on XXXX XXXX, XXXX, spoke to a rep named XXXX, who informed me that the refund had not been fully or properly submitted. At this point, I have little to no confidence that I will receive my refund, which they acknowledge that they owe to me. I wish to report this as an egregious form of false statements to me and false representation as to the status of my refund. I am educated, intelligent and persistent. I do not need the {$76.00} but I am speaking out to you because if someone like me does n't, they will continue to run people in circles who actually do need their refund money. I feel that they are not conducting business with any integrity at all. In other words, I have the feeling that they do this all the time, to elongate the processing of a refund in the hopes that the consumer will just give up. But as I said, I am persistent and just offended to no end. Please advise if you can assist.

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