Consumer complaint received 2020-01-10
Company: Advance America, Cash Advance Centers, Inc.
State: OH
Product: Debt collection
Sub-product: Payday loan debt
Issue: Communication tactics
Sub-issue: Frequent or repeated calls

Complaint:
I would like to make a complaint against Advance America concerning their collection activities. I defaulted on a loan and still owed {$390.00}. Have since paid {$150.00} of that. I still owe {$240.00}. 

First I got a letter supposedly from Advance America with a return address of a non-existent address in XXXX, OH, wanting me to send payment to that address. When I called the number on the letter, which was different than the usual number, I was told I couldn't make online payments ( untrue-I did make an online payment ), that I had to call that number. Suspicious. I have included these letters with payment coupons. 

Then the excessive calls started to my cell phone, usually 3 a day, sometimes more, from an automatic dialer. The first call of the day is usually anywhere from XXXX XXXX to XXXX XXXX and the calls continue throughout the day. If you answer the call, either you are put on hold or are told this is a " courtesy call. '' The early morning calls are hang ups if they are answered. Even though I've made payments and tell them I will continue to make payments, the calls don't stop, but am told I can " disregard them. '' I've done business with Advance America many times and probably have paid this back a thousand times over. 

They supposedly adhere to the Consumer Financial Services Association 's " best practices '' concerning debt collection : 10.  APPROPRIATE COLLECTION PRACTICES. A member must collect past due accounts in a professional, fair and lawful manner. A member will not use unlawful threats, intimidation, or harassment to collect accounts. The collection limitations contained in the Fair Debt Collection Practices Act ( FDCPA ) should guide a members practice in this area. 

They called on XX/XX/XXXX at XXXX XXXX I answered the call and spoke to an agent. I asked if they were receiving my payments and told them I would make another payment at the end of XXXX. I had made payments on XX/XX/XXXX ( taken from bank account ) XX/XX/XXXX and XX/XX/XXXX ( made on line through website ). I did not receive any other calls that day. The next day, XX/XX/XXXX, I received a call at XXXX XXXX I called back and asked the reason for the call as I had just spoken with someone basically 24 hours ago. I was told that the agents don't control the auto dialer and that if a debt is owed they can call as many times as they want, but the only thing the agent could do is note the account, but the calls would continue, but I could " disregard '' them. I subsequently got another call at XXXX XXXX and at XXXX when I again spoke to someone. 

I considered the excessive phone calls harassment. From XX/XX/XXXX through XX/XX/XXXX so far I have received 98 calls. I have spoken to them on the phone many times so this is not a case of not being able to contact. This is pure harassment. I could understand calling maybe once or twice a week to touch base, but 2 to 3 calls or more a day is excessive and is only a means of harassment. 

There was a XXXX case the CFPB took against XXXX XXXX XXXX XXXX XXXX concerning their collection practices. File 2014-CFPB-0008. One of the complaints was : Some of XXXX in-house and third-party debt collectors engaged in several acts or practices that created a sense of urgency, including : a. Excessive calls : In-house and third-party debt collectors made an excessive number of calls to consumers home, work, and cellular telephone numbers.

Company response to consumer: Closed with explanation