Consumer complaint received 2017-06-21
Company: Express Recovery Services, Inc.
State: UT
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
Re : Dispute Delinquency Reporting by Express Recovery Services ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX, UT XXXX ) Im writing in regards to the delinquent reporting by Express Recovery Services ( ERS ) for the amount of {$140.00} and wish to have this reporting removed and an update sent to the credit bureaus to eliminate the negative reporting on my credit. <P/>Summary of Events ERS has indicated that the amount of {$140.00} has been delinquent since XX/XX/XXXX, yet I have no record of receiving notification either through a mailed notice or phone messages. It wasnt until XXXX on XX/XX/XXXX, when I answered a call on my work cell phone from an unknown number, that I was connected to a phone representative asking for payment of the delinquent amount. When I inquired on what the amount was for, they informed me the amount was due for a medical procedure. I asked if they had sent me a notice and they indicated one was sent out in XXXX. I informed the call representative that I didnt receive the notice and asked if subsequent notices had been sent. The call representative informed me they are only required to send the initial notice. She informed me that they have attempted to reach me by phone and I informed her that I didnt have any messages to return any calls. The call representative informed me that they do not leave messages for call back. The call representative wanted my credit card information over the phone to satisfy the outstanding debt. Since the call was from an unknown number to me, the request was from an unknown person, and I was not aware of any pending debt, I opted not to provide her with this sensitive information. Instead, I asked for another statement to be sent to my address. The call representative asked for my mailing address, which I provided. She also informed me that this would be the only statement they would issue. Within a few days, the statement was received and I was able to confirm the debt was for a procedure that was completed in XX/XX/XXXX. My records indicated that this debt had been satisfied. However, upon my review of my financial records, I did not show a debit amount that equaled the unpaid balance. On XX/XX/XXXX at XXXX I received another call from ERS inquiring about the status of my payment. They informed me that they would waive the {$4.00} amount owning for interest. I asked the call representative that since I was unaware of the outstanding amount due that they remove the negative reporting to the credit bureaus. The call representative informed me that since their records did not indicate the statement from XXXX had been returned as undeliverable they wouldnt reverse the negative credit reporting. I asked the call representative to provide me with system records that indicate proof of mailing and phone calls, with dates and times, and she informed me that they didnt have to provide the information. I informed the call representative that I would mail in the payment. Later that day, the payment was put in the mail and the payment was debited from my account on XXXX Dispute There is negative reporting being sent to the credit bureaus by ERS for a debt that I was not aware of and my dispute is if I was made aware of this outstanding balance I would have paid it, as indicated by the payment sent after receiving a billing statement from ERS. <P/>Statement ERS claims an initial statement was sent in XXXX, but I have no record of receipt and ERS refuses to provide proof of mailing when I requested it. When I requested a new statement to be mailed, one was received within days of my request. Im requesting proof of mailing and a response to why additional statements were not sent in an effort to collect the debt. Had I received any notification, this balance would have been resolved immediately. <P/>Phone Contact ERS claims theyve made several call attempts to my phone, but did not leave a message. My work requires me to be in meetings all day and often times on the weekend. I receive several calls a day at my number from work clients, relatives, and solicitors. The call I answered on XX/XX/XXXX was from a different number than the call I answered onXX/XX/XXXX. The calling method of ERS does not allow the customer to know that a collection effort is being made and if the collection agency does not leave a message to return a call, Im can not be held accountable for delays in making a payment. <P/>My proof of payment within days of receiving the notice, should be indicative that I was willing to resolve the debt and had ERS made more of a reasonable effort to contact me either through additional statements or messages for call backs this would have been resolved. However, they have failed to provide any proof that this occurred and now theres a negative record on my credit.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief