Consumer complaint received 2020-01-14
Company: Convergent Resources, Inc.
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
I recently pulled my credit report ( XX/XX/XXXX ) and it showed that there was a XXXX account that /was opened XX/XX/XXXX. After calling XXXX Customer service ( XX/XX/XXXX ), the representative informed me that there was only 1 account under my SSN and it was closed in XXXX with a balance of {$470.00}. She then later tells me that I would need to go into a store and talk to a rep there because they can see more information then her and they have a way to bypass the system. I told her I would go into a store since there is one that closes in about 2 hours near me. 

As I get to the store. I informed them that there is an account that states it is currently with an open status on my credit report and dates that it was opened. The workers there were able to give me more information on the account. Account number, open date, amount and number that was associated with it. They told me that it is a 7 year old account they aren't sure why it is reported open but there was no  accounts currently opened in the XXXX system. 

As I am already frustrated and confused that in store they are showing a closed account but on my credit it shows open. I then receive a phone call and it pops up showing XXXX and it was the same representative that I spoke with earlier. The rep is asking if I have an access code and tell her that I do not. She then tells me that without that code because I wasn't able to properly verify the account that she is unable to access more information. I assume that first and last name, SSN, DOB and account number should be enough information to access the account. She tells me that it wasn't enough. I again ask her what is the access going to do for me. I let her know that I am already frustrated that there is incorrect reporting on my credit report. I then ask her to speak to a manager. The rep then tells me that she wasn't supposed to be calling me back but wanted to because she wanted to make sure it was taken care of. The rep then gets a manger. 

The manger was able to pull information up and tells me that the account was sold to a debt collection agency and she would need to talk to the collection department to see if there is anything that they can do and if not to contact the debt collection agency. I ask the manager if they follow time zone regulations and she said that they. If I am correct some companies are not allowed to call back or make phone calls within the hours of XXXX to XXXX XXXX  local time for the customer. Either way, the manager informed me that representatives are not allowed to call customer back without their permission. I know that I did not give permission for the previous representative to give me a call back. She them informs me that she will have a talk with her about it and make sure that is does not happen.

I have asked that my number be removed from the system and calls to stop. I let manager on duty know that I will be speaking with XXXX reps in store and I will contact the collection agency ( Convergent Outsourcing ) that my account is with.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation