Consumer complaint received 2023-02-05
Company: Viking Client Services
State: CA
Product: Debt collection
Sub-product: Auto debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
Dear Consumer Financial Protection Bureau, I would like to file a complaint regarding the debt collection from XXXX and XXXX. 

On XXXX XXXX, XXXX, I made XXXX reservation to rent a car until XXXX of XXXX. The reserved car rental rate was {$250.00} per week and XXXX. I received the car without any problem, and paid the upfront fee of {$890.00}. 

I was told that I would get the {$200.00} back when my rental car is safely returned. 

On XXXX of XXXX, I extended the rent until XXXX XXXX, XXXX. Upon extending the rental service, I received the final bill which increased the rental fee to XXXXweek and 96.8/day. 

As soon as I saw the change in rental rate, I sent out email to XXXX regarding this bill change, but they told me they are unable to verify the nature of this change until my rent is completed and the vehicle is returned. 

After the vehicle was returned, I was charged with {$1000.00} from XXXX and my business with XXXX was completed. 

However, XXXX never explained what is the status with the strange rental rate change, and on XXXX XXXX, XXXX, I got a post mail from Viking Client Services collection office about a debt collection amount of {$2100.00}. 

Upon receiving the letter, I denied that the debt belongs to me because I was sure that I did not miss any payment. 
Then on XX/XX/XXXX, XXXX sent another debt collection letter, stating that XXXX is requesting me to pay {$2100.00} for the XXXXweek rental rate fee of the returned vehicle. 

I contacted XXXX on XX/XX/XXXX of XXXX, requesting explanation about the rate change and this debt collection letter. XXXX came back with the following response. 
=============================================================== Quote : We apologize for any inconvenience this has caused you and for failing to meet your expectations in this situation. I truly understand that you want to resolve this as soon as possible. Thank you for bringing this matter to our attention. According to our records, the vehicle rented is not the one reserved. Hence the base rate change. You have received a hybrid sedan, which is more expensive than the one you reserved, which is a standard sedan. You received a collection letter demanding payment for the remaining amount that was not settled. Unfortunately, you filed a dispute with your bank, which hindered our ability to resolve the concern. Please be advised that your information has been forwarded to an outside collection agency to collect the payment for us. For further assistance, please call Viking Client Services ============================================================== I was never informed or notified from XXXX that my original vehicle was not what I originally reserved until XXXX XXXX XXXX. At XXXX, I simply showed my reservation receipt and received the key and the parking lot number of the vehicle. There was not a single email or a phone call or anything regarding the vehicle change. I returned the vehicle on XX/XX/XXXX, paid my final bill on XX/XX/XXXX and end the transaction without any issue. 

The current credit card dispute with my bank and XXXX was also never communicated. 

Ultimately, this bill is result of a clinical mistake from XXXX. Even after making the mistake, XXXX never informed me or tried to fix the issue. Instead, they tried to compensate the mistake through the customer bill long after the vehicle return.

Company response to consumer: Closed with explanation