Consumer complaint received 2022-04-14
Company: PORTFOLIO RECOVERY ASSOCIATES INC
State: MA
Product: Debt collection
Sub-product: Credit card debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
This is my third complaint of Portfolio Recovery Associates , LLC. I again today received three more letters in the mail from them, claiming falsehoods. 

Falsehood # 1 : First, they sent a letter for the account ending in XXXX showing a balance due of {$4100.00} ( received today, XX/XX/2022 ) but they know this account is paid in full. I paid it over the phone, on a recorded phone call, to a PRA manager on XX/XX/2022. On XX/XX/2022 they emailed me a letter confirming " Your current balance on this account is {$0.00}. Please retain this letter as proof your account has been settled. '' Falsehood # 2 : They sent a letter ( received today, XX/XX/2022 ) regarding the account ending in XXXX and showing a balance due of {$1200.00}, stating " we requested you send our company additional information pertaining to the account referenced above so that the Disputes Department could complete the investigation of the " alleged '' dispute. To date, we have not received this information and can not complete the investigation. '' As a reminder, my proof was emailed to them on XX/XX/2022 at XXXX XXXX XXXX This proof was a screenshot of the settlement offered on the account in the amount of {$440.00}. As I'm sure CFPB and other consumer protection agencies are aware, this is a bait and switch tactic and when you call to inquire about the account the settlement amount is suddenly double or there is no settlement at all. As an example of the games they are playing with the account after each time I've corresponded with them, these are some of the ever changing amounts that have been on the account. ( I have screenshots of all of them. ) XX/XX/XXXX - {$440.00} XX/XX/XXXX - {$560.00} XX/XX/XXXX - {$440.00} XX/XX/XXXX - {$620.00} XX/XX/XXXX - {$990.00} XX/XX/XXXX - {$1200.00} The initial amount is a bait and when you call, chat or email them to discuss it, they are " not permitted '' to discuss the account, or the chat representative can only offer a settlement double of what I am literally looking at on the screen for a lesser settlement amount ( screenshots of this were also sent to PRA ) or tell me that I have to " mail my concerns '' to their Virginia address. Until I filed this complaint, I either emailed, phoned, or chatted with PRA every single day since XX/XX/XXXX, only to be met with resistance, rudeness, the runaround, or illogical figures. 

Falsehood # 3 The third letter received today ( XX/XX/2022 ) says the same as in Falsehood # 2 above " they requested information, I didn't provide it, etc. '' Of course, they know this is not true. ( It's very strange to even write this as a defense given that I have provided them with emails, screenshots, recorded phone calls and mailed letters that can obviously and easily be presented ) but they have the letter from XXXX XXXX for the account ending in XXXX with a settlement amount of {$410.00} on it. When I called about this, the amount had " expired '' and was over {$800.00}. XXXX XXXX said they couldn't do anything about it and had to call PRA, and PRA said they couldn't do anything about it because it's with their " legal '' firm. 

This is costing me time out of my workday and is causing a tremendous amount of undo stress. I'm not going to continue to participate in the bait-and-switch settlement tactics nor their refusal to communicate with me in a professional and ethical manner. 

These template statement letters do nothing to help the situation. Also, the accounts are still removed from online access. To send multiple letters stating I haven't provided them with information is ludicrous, as they have literally been inundated with non-stop contact from me and they have in writing my statement that I AM TRYING TO PAY THESE ACCOUNTS and they also have the recorded phone conversation with their representative. 

If they would like to honor their agreement that is still only days old and add the accounts so I can pay those amounts, then I will pay them and this whole thing can be resolved. 

If they don't want to pay or communicate me, then they are showing no good faith in any valid attempt to resolve the issue and are continuing to perpetuate their bad name. I have a plethora of evidence to show all of this is true, so hope that this is the final step of having to deal with this and they can do the right thing.

Company response to consumer: Closed with explanation