Consumer complaint received 2020-07-04
Company: PORTFOLIO RECOVERY ASSOCIATES INC
State: NY
Product: Debt collection
Sub-product: Other debt
Issue: Communication tactics
Sub-issue: Frequent or repeated calls

Complaint:
I have tried through the credit agency, XXXX to inform Portfolio Recovery Assoc. that the debt that they purchased from XXXX XXXX  the financing affiliate of XXXX XXXX is not applicable to me any longer, given that I have asked XXXX to take back their laptop and they have refused to do so. In XX/XX/XXXX, I was shipped a defective XXXX laptop which came with numerous technical issues from the initial period since the time that I unpacked it from the shipment box. I called and tried to work with XXXX to resolve the technical issues numerous times. I talked to well over 20 + XXXX representatives who attempted to resolve the technical problems but after many hours wasted and numerous attempts they could not fix the technical issues with the XXXX laptop. The laptop would work for a few days or weeks and then the problem would resurface or new problems would start. In speak with XXXX XXXX Operating Support Manager, I was told that XXXX was responsible for the XXXX laptop 's BIOS issues but XXXX refused to admit that they had BIOS technical issues before shipping me the laptop. XXXX was not able to help me fix the laptop 's numerous issues. I pleaded with numerous XXXX technical representatives to fix the technical glitches and they were not able to make the laptop work as it should. I wasted in excess 50+ hours with technical representatives on the telephone. My frustration grew exponentially, then it finally reached its crescendo ( end ). I was told the only final step I could take was to speak with the XXXX XXXX XXXX XXXX. I was connected with XXXX XXXX - XXXX | XXXX  XXXX XXXX Phone XXXX XXXX XXXX XXXX, Extn : XXXX, email : XXXX. XXXX didn't care and said that they have tried everything they could and there was no one else at XXXX to speak with about my concerns to get the laptop to work as it should. He was the ONLY and final person at XXXX that I could speak with about my dispute and any of my concerns. I exchanged repeated calls and emails pleading with him that I needed to escalate it to management above him. He refused to give me any other contacts or their contact information. He was extremely rude! I had my last email exchange with XXXX on XX/XX/XXXX when I told him that I wanted to speak with his manager which he refused to provide me that information. I stopped paying all financing charges and told XXXX that I would only deal with someone else as he was being rude and told me that there was no one else to speak with at XXXX. I HAVE ALL MY EMAIL EXCHANGED WITH ALL THE XXXX REPRESENTATIVES INCLUDING XXXX. I CAN SHARE THESE WITH YOU. IF YOU PROVIDE ME AN EMAIL TO FORWARD THESE TO YOU? I HAVE ALL RELATED AND SUPPORTIVE DOCUMENTATION AND EVIDENCE. 

Bottom line, I have asked XXXX and Portfolio Recovery Assoc. who bought the debt from XXXX XXXX the XXXX affiliate that I entered into a financing agreement for the XXXX laptop I purchased in XX/XX/XXXX to take back the laptop as it is defective and an oversized paperweight. I am not in any position to pay for a defective laptop that is worthless. I made my monthly finances charges from XX/XX/XXXX up to XX/XX/XXXX. But then after these months of working and trying to resolve all the technical issues with XXXX, and since they could not fix the technical issues, I stop making my finance payments. The defective laptop is worthless to me and they can have it back! But they refused to take it back.

Company response to consumer: Closed with non-monetary relief