Consumer complaint received 2021-05-14
Company: North Shore Agency, LLC
State: VA
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
I received a letter from North Shore Agency dated XX/XX/2021, regarding a magazine subscription ( XXXX XXXX XXXX they stated had not been paid. ( Note : The subscription has not only been paid, the subscription has been renewed online. ) North Shore Agency stated in the letter, that the amount past due is {$18.00}. 

North Shore Agency provided a creditor account number ( 13 digits ), and an account number ( 8 digits ). In both instances, these numbers, which are located in the top right-hand corner of the letter ) are numeric, and do not have any letters, dashes, or other symbols attached to them. There are also no phone numbers listed near these numbers. ( A telephone number is located further down in the body of the letter - XXXX. ) A website address ( www.nsapay.com ), to pay the balance in full, is provided. 

So, what happens when going to the above listed website? 
You are invited to establish an account. Before you open an account at this website, an opportunity is provided to read the terms and conditions, which state the following : In order to properly process your transaction, it is necessary that you complete all of the requested information. If you have any questions or would like to talk to a live collection representative please call the Office of North Shore Agency at XXXX during standard business hours. Monday through Thursday XXXX to XXXX XXXX, and Friday XXXX to XXXX XXXX 

OF NOTE : Notice that this telephone number provided in the terms and conditions is different from the number provided in the letter. 

When the telephone number listed in the terms and conditions is called during the business hours listed, the call goes to an automated recording. This recording states, Please locate the five digit extension number. It can be located at the top portion of the letter we sent you, next to the number you used to make this call. Please enter the extension number now. 

NOTE : There is no five digit number listed on the letter. There is a 13-digit number, and a 5-digit number. Also, there is no phone number listed at the top portion of the letter, as they stated. Therefore, there is no way to provide the information requested to provide resolution. 


What happens when you call the number provided in the body of the letter? 

When you call the telephone number listed in the letter, the following occurs : XXXX. An automated message occurs, thanking the caller and stating that it is on a recorded line that may be monitored for quality assurance purposes. 

2. The recording then states that this is a communication from a debt collector attempting to collect a debt, and any information obtained will be used for that purpose. 

3. The recording asks the caller to continue to hold for the next available representative. While holding, a recording comes on and provides two choices : 1 ) if you would like to receive a call back once an agent becomes available, press one. 2 ) If you would like to continue to hold, please stay on the line. 

3a. Upon making the first choice and pressing one, the call disconnects, with no opportunity to speak to a representative, or leave a message. 

3b. Upon making the second choice, you are placed on hold for an hour, with the option to press one to receive a call back. If you press one at this stage of the call, the recording states that they will hold your place in line. The call then disconnects. Should you choose, as I did, to remain on hold, after an hour, an automatic recording comes on, asking the caller to leave their name and number for a return back call. 

4. If you provide your name and number for a call back, you have now provided the agency with information they have obtained ( from you ) to continue to be used for debt collection. 

I hope by providing this specific detail, it may be of service to others who do not have the time, health, or opportunity to advocate for themselves, and continue to be unfairly harassed because of it. 

Correspondence mail address that was provided in my letter is : XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, NJ XXXX Return Mail Address Only Address that was provided in my letter is : XXXX. XXXX  XXXX, XXXX, PA XXXX Address provided via XXXX Searches : XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX, CO XXXX ( XXXX ... yet another phone number! ) XXXX XXXX XXXX, XXXX XXXX, XXXX, NY XXXX XXXX XXXX ... yes, another phone number )

Company response to consumer: Closed with explanation