Consumer complaint received 2022-05-13
Company: ProCollect, Inc.
State: FL
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
Good morning, Im trying to dispute {$220.00} worth of charges that was sent to collections via Procollect. My account number with Procollect is XXXX. Their Clients current business name is XXXX XXXX XXXX in XXXX Florida. My leasing contract with this company ended with the then named The XXXX XXXX  XXXX ( XXXX ) on XX/XX/XXXX. {$280.00} of charges for damages and cleaning was charged to my account on XX/XX/XXXX. Around XXXX of XXXX XXXX reached out to me via my old phone about an outstanding balance of {$360.00} ( this included the aforementioned charges as well as a utility bill ). 

I moved out XX/XX/XXXX. On my Final Account Statement these charges and transaction IDs ( T ID ) are posted under Charges as listed below. 

XX/XX/XXXX Damages - Full paint {$170.00} ( T ID ) XXXX XX/XX/XXXX Damages - Replace blinds {$45.00} ( T ID ) XXXX XX/XX/XXXX Cleaning Charge - Clean bedroom/bath {$60.00} ( T ID ) XXXX XX/XX/XXXX Utilities and Misc. - {$88.00} They first contacted me about the above charges In XXXX of XXXX. It is then that I provided pictures of the apartment from move-out which showed there was no damage to the apartment at the time of move out. They agreed to remove the charges for blinds replacement and full paint, but not the cleaning charge. I then made a payment for ( {$140.00} ) XX/XX/XXXX transaction ID : XXXX to cover the cleaning and utilities charges. On my Final Account Statement, this is posted as Payments. Leaving a balance of {$220.00} due for Blinds and full paint, which they had agreed to remove. 

Then, in XX/XX/XXXX, the following credits were finally applied to my account as they stated it would be, leaving a {$0.00} balance. 

XX/XX/XXXX Damages - ( {$160.00} ) ( T ID ) XXXX XX/XX/XXXX Cleaning Charge - ( {$60.00} ) ( T ID ) XXXX Years later, I received a notification from XXXX XXXX XX/XX/XXXX indicating there was a collection balance for {$220.00} issued by Procollect. Ive made several requests to have my collections reversed by making contact with several people from Procollect and XXXX XXXX XXXX. 

In XXXX of XXXX I requested documentation of my activity log and my unit inspection report. I wanted to prove that years ago we had an agreement to wave those {$220.00}, and that it was already honored. Over the phone and email, they claimed there was no record of such an agreement on my activity log or any where else. They also claimed that I never provided them photos of my apartment for move out to get the charges removed. 

So I went to their office in person, and on XX/XX/XXXX, while at their office I requested to see my activity logs. I was able to look at my activity log with a XXXX representative on sight. Together looking over part of my activity log, we confirmed that I did in fact reach out to them and that I was directed to speak with XXXX ( their bookkeeper at the time ). I requested a copy of my account logs. They refused to provide it, stating that my account was closed and that its confidential. So I cant prove that I spoke with XXXX or that any payment plan was reached. They did send me my Final Account Statement instead which did show the charges and credits that I mentioned before, along with an outstanding balance of {$0.00}. This is what Ive attached as documentation. 

I then requested a meeting with the manager to discuss my account and related documentation again, as the account statement proved those charges were waived. 

XXXX I got a response on XX/XX/XXXX : Thank you for reaching out to us. I was able to review your account but did not see any notes regarding an agreement to remove fees From XXXX of XXXX through XXXX of XXXX there was a lot of back and forth. Finally, on XX/XX/XXXX, I emailed Procollect and CCed representatives of XXXX XXXX with their Final Account Statement that showed the additional credit balances of {$220.00} brining my account balance to {$0.00}. However, nothing has been resolved. They stated that XXXX XXXX says it is still a valid charge and refused to remove it. Procollect reviewed my documentation and saw the conflicting information provided, but said there is nothing they could do since XXXX still claimed the charge was valid. 

Thanks for your time, XXXX XXXX

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