Consumer complaint received 2022-05-26
Company: CL Holdings LLC
State: NC
Product: Debt collection
Sub-product: Credit card debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
On XX/XX/XXXX, I called the company at XXXX. I explained that Ive been out of work since XX/XX/XXXX due to failed XXXX, awaiting XXXX additional XXXX. However, Id like to find out my options to have the XXXX account credit reporting improved. The representative explained that {$190.00} was past due, and I had {$170.00} over the credit limit. I asked if there were any options like waiving the over-credit money if I paid the {$190.00}. Initially, I was told no, and I said that I had other debts I had to research and would call back when I had the money to pay the debt. 
The representative asked me to hold the line. When the representative returned, he explained that if I paid {$380.00} today, {$380.00} would be waived, and a new card would be mailed to me with a {$600.00} balance. I was wary, but I initially got the XXXX  card through a similar payment agreement. However, I recapped the arrangement twice before agreeing to pay the {$380.00}. I was told to call XXXX if I did not receive the card, and I could get rid of the card that I had. Upon making the payment, the representative said, you are making a payment of {$380.00} on XX/XX/XXXX, I said no, hold on, you just said that a new card would be mailed. He said, Oh yes, maam you are correct ; we can process your payment now. I said yes, based on a new card with {$600.00} coming. 
I did not receive the card within 14-days. It took about two months to receive the initial card ; thus, I didnt think that was an issue. I received an email from XXXX stating I had to pay {$66.00} to bring my account up to date. I called Jefferson Capital/XXXX  on XX/XX/XXXX, at approximately XXXX, and inquired why I received the email because I was waiting on a new card. I was told that was not the agreement, and after back-and-forth banter, I was placed on hold for XXXX minutes while the representative stated he was reaching a supervisor. I was transferred to XXXX, who claimed to be a supervisor, who repeated what the representative said : that the agreement was that I pay {$380.00}, and the card is reactivated. I again stated that is NOT what I was told. After back and forth, XXXX requested that I call back in two weeks, and he would listen to the conversation. XXXX stated it would take 48-78 hours to request the recording, and he needed time to listen. 
I called back two weeks later, on XX/XX/XXXX, @ XXXX, allowing sufficient time to listen to the recordings and update my account accordingly. However, upon calling and speaking with XXXX ( unsure of spelling ), I was told the exact same information as previously on XXXX XXXX when asked to speak with XXXX or a supervisor about the XX/XX/XXXX conversation, I was placed on hold multiple times, and eventually, the call was disconnected. I called directly back and spoke with XXXX ( spelling? ) and was told the same information again : On XX/XX/XXXX, the balance was {$770.00}, and I agreed to pay {$380.00} to reactivate the card. I told him he was half correct. He then informed me that I owed {$22.00} in late fees and {$7.00} in finance charges. I inquired how I could be accruing fees if Im waiting on a new card with a {$600.00} balance. He explained that I would not be getting a new card and to use the old card. I again explained that I was told to disregard that card as a new card was coming. He placed me on hold, and when returning, he explained that supervisors were not available and asked for a good call back number for a supervisor to call me today. I provided the phone number ( XXXX ), and I would be available anytime today. 
XXXX would not end the call, and we sat on the call for an extended time. He told me he was waiting for me to hang up. I explained Id like him to disconnect the call because I didnt trust that he would continue talking once I hung up for recording purposes. Thus, I said, I am hanging up on the condition that a supervisor will call me back today. Goodbye As of this date, I have not received a return phone call. 
I have experienced unfair collection practices by the company. I was promised a new card with a {$600.00} balance if I paid {$380.00}. The company is telling me that I was mistaken ; I was promised reactivation of the existing card. What I was promised and the company stated that I was promised they are incredibly different and could not be easily mistaken.

Company response to consumer: Closed with explanation