Consumer complaint received 2020-05-06
Company: California Business Bureau, Inc.
State: CA
Product: Debt collection
Sub-product: Medical debt
Issue: Threatened to contact someone or share information improperly
Sub-issue: Talked to a third-party about your debt

Complaint:
Resubmitted Complaint XX/XX/2020 Resubmitted Complaint XX/XX/XXXX XXXX Consumer ComplaintXX/XX/2020 XXXX I called California Business Bureau , Inc. on XX/XX/2020 at XXXX. I spoke to XXXX XXXX ( ext XXXX ). XXXX took the time to admonish me for not paying my bill. I explained I had never been sent to collections before, but due to a family tragedy, I had lost sight of one small medical bill. I settled my debt quickly and asked for a deletion letter. XXXX informed me that she would send out the deletion letter as a one time courtesy and again admonished me for the oversight. I thanked her and explained I don't expect to ever get sent to collections again. XXXX informed me the letter will be in the mail and to wait 7-10 business days. When I didn't receive the deletion letter, I called XXXX back on XX/XX/2020, to check on the status of the letter. XXXX then informed me the letter was never sent but that it will go out in the mail the next day and that I needed to wait another 7-10 business days. I told XXXX that since I was going through a refinancing of my home, the lender required the letter immediately and I asked if she could either email it or send it via expedited mail ( like XXXX ). She informed me that she couldn't but that I could go in person to pick it up. I informed her that due to COVID-19 and me being in a high risk category, I didn't think that was a risk I should take and again asked her to reconsider my request. When she refused, I asked to speak to her supervisor. XXXX didn't want to pass me to her supervisor but eventually put me on hold. I spoke to XXXX, who said she was the " Vice President '' of California Business Bureau and reiterated she couldn't send me the deletion letter via expedited mail. She interrupted me and took the time to admonish me for not paying my bill, again explained the deletion letter was a courtesy and became rude, hostile and aggressive when I tried to speak and ask why she couldn't send me the deletion letter via expedited mail when I had already settled my debt. She was more interested in speaking over me and giving me a life lesson, than holding up her part of the agreement and providing me with the letter. She then hung up on me. I'm concerned XXXX will now not send the deletion letter out of spite and that that I won't be able to refinance my home. I'm also concerned this settled debt will affect my credit score, which I've worked hard to keep in the 800s. These people shouldn't have this much power. It goes to their heads  and they can cause further financial hardships. They are part of the problem and not the solution. I'm requesting help to procure this deletion letter and would like to lodge a formal complaint against this debt collector for not acting in good faith. 

Company 's Response XX/XX/XXXX Hello and thank you for contacting California Business Bureau Inc. ( CBB ). We appreciate the opportunity to respond to this complaint. Granted, the paid in full/deletion letter was not sent in our normal/routine timeframe due to staffing shortages with Covid19. I personally took the paid in full/deletion letter to the post office so that it would be in her mailbox as expeditiously as possible. Her address and our office are in the same city so my fair assumption is that the letter would be in her mailbox by XX/XX/XXXX. We spoke on XX/XX/XXXX, letter was printed XX/XX/XXXX and at the post office on the same day. If for some reason, she has not received her paid in full deletion letter from CBB, she may contact me directly but I would like to believe, the letter has been received and this complaint regarding an expedited letter has been resolved. Respectfully, XXXX XXXX VP XXXX XXXX Branch California Business Bureau Inc./XXXX XXXX XXXX . 

Consumer feedback XX/XX/XXXX CBB Inc. first represented they would send the deletion letter out on XX/XX/XXXX. However,19 days later, on XX/XX/XXXX, XXXX ( an employee of CBB and subordinate to Ms XXXX XXXX ) admitted the letter wasn't sent, which catalyzed my egregious experience with Ms. XXXX XXXX ( VP of the XXXX XXXX  Branch of CBB Inc. ) and caused me undue stress and anxiety. In her statement, Ms. XXXX XXXX represented that it is fair to assume the deletion letter should be received by XX/XX/XXXX. However, it is now XX/XX/XXXX, and I have yet to receive the deletion letter. Although Ms XXXX XXXX 's tone appears to now be professional and cooperative, likely given this forum, she has failed to send the deletion letter as detailed in her reply to this complaint. 25 days have elapsed since I settled my debt and was promised a deletion letter. I am currently undergoing a refinancing of my home and the lender is requiring this deletion letter for things to move forward. It is unfortunate Ms XXXX XXXX uses her position to threaten and belittle consumers instead of following the laws and regulations of her industry while maintaining some human decency. After all, she is prosecuting debt from healthcare costs from ill or recovering people and fails to take that into account. That is the reason I will not be reaching out to her by telephone. I simply feel safer disputing this issue online, where her actions are properly monitored by a third party. I hope Ms XXXX XXXX decides to do the right thing and sends the deletion letter ( certified mail perhaps? to ensure delivery ). However, if I do not receive the deletion letter by Tuesday, XX/XX/XXXX, the refinancing will be aborted and I will be suffering further financial hardship. Should this happen, I plan to hold CBB Inc. and Ms. XXXX XXXX personally liable and move forward with legal action. This is my final attempt at resolving this matter. 

Company 's Response XX/XX/2020 Thank you for contacting California Business Bureau. This issue has already been addressed and as stated in previous response, I personally took the paid in full/deletion letter to the post office directly. I do not see a reason why the consumer would not have received. I will request another letter to be sent. Also, XXXX  should have updated the consumer credit file by processing our deletion request. We show XXXX  has accepted our files for this request. Respectfully, XXXX XXXX Consumer feedback XX/XX/2020 In my final request for the deletion letter dated XX/XX/XXXX, which CBB Inc. representatives promised to send upon payment of debt, I encouraged Ms. XXXX XXXX XXXX to provide the letter by XX/XX/XXXX. Ms. XXXX XXXX had seven days to complete this very simple request. Instead, on XX/XX/XXXX, Ms. XXXX XXXX stated she " will request another letter to be sent '', completely ignoring the deadline provided and the fact her actions directly cause injury ( via financial hardship ) to my client. Ms. XXXX XXXX 's blatant disregard of state and federal regulations and clear preference to play malicious games with consumers has been noted and requires further investigation as well as legal remedy. Furthermore, CBB Inc. 's hiring and training practices also need to be addressed, as Ms. XXXX XXXX 's sophomoric and reckless behavior as well as unscrupulous tactics likely corrupt the workforce she directly supervises. CBB Inc. 's retention of an employee who increases their liability is curious and their decision to allow Ms. XXXX XXXX to continue to handle escalated inquiries seems short-sighted and foolhardy. Ms. XXXX XXXX 's talents may be better suited peddling beauty products for MLM companies, not assisting consumers interested in settling their medical debts fairly and expeditiously. No one who has the misfortune to incur medical debt should also suffer the wrath of a disgruntled and unsympathetic employee. I invite CBB Inc. 's  feedback on Ms. XXXX XXXX 's mishandling to this situation. If I do not hear back, my legal counsel will be in touch with legal representatives at your Corporate Offices in XXXX, CA. Thank you for your time and attention in this regard.

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation