Consumer complaint received 2020-03-13
Company: STERLING JEWELERS, INC.
State: FL
Product: Debt collection
Sub-product: Credit card debt
Issue: Written notification about debt
Sub-issue: Didn't receive notice of right to dispute

Complaint:
I have been trying to pay this Debt and have it deleted off my credit for over a year. Over the last 3 months I have done a significant amount of digging to try and pay this debt and here is what happened. I was also not notified of the debt being sold and the debt changing 3 different companies. 

Late XX/XX/XXXX - Called in to Kays customer service line was advised that this debt it no longer with kays and has been taken over by a company ( XXXX XXXX ) I call the company and they can not help me and provide me no information on how I can pay this debt. I call into Kays customer service once more to be told they can not help me. I file a dispute and I hire a firm, XXXX XXXX  to have this deleted off my credit report or perhaps an answer on how I am able to clear the debt. 

XX/XX/XXXX - I call into the Kays customer service line they advised once again they are not able to help me. I am begging them for a solution as I am not entering the home buying process and this is having an extremely negative impact on my credit. They give me to number once again to XXXX XXXX l once more and I am not able to get a hold of anyone. I call Kays back and they are also not helpful. I see on my report that there is Kays - but another address listed, XXXX XXXX XXXX XXXX, OH XXXX, I XXXX the address and discover that the debt that is being reported by kays has not been sent to XXXX  it is now with Sterling Jewelers, this is the number that pops up on XXXX, ( XXXX ) XXXX - So I call into the number and am sent though a number of automated prompts, I am sent to a system that in fact I find that I have an outstanding balance. I hit the 9 option to make a payment by phone and I am redirected to the main line once again. I then try to hit the option for customer service and then a recording comes on that " this line is no longer active. Frustrated I call Kays once again begging for any direction and am turned down. In mid Bursary I receive a letter from kays that they want me to verify my Social Security number as they can not locate my account. I call again an get nowhere. I am now looking for a home. I still can see that XXXX XXXX is awaiting a response from Kays. 

XX/XX/XXXX - I now have a home under contract and the Kays account is effecting my ability to go to a primary mortgatge company. I call Kays once again and am told that they are not able to help me. I go onto the XXXX website and look up their customer service number, I am finally able to get somone on the phone, a woman that tells me that anything older that XXXX has been sold to Sterling Jewlers, I explain that I have tried calling them and she gave me a number for head office XXXX XXXX XXXX XXXX, This was a number I have previously dialed. The woman on the phone told me not to hit any of the prompts and it would take me to a live person. This did not happen and the system hung up on me. I also tried to call the XXXX number again and it takes you to their main line I even tired calling into HR and it is all automated and taking me to mail boxes. 

1. I was never advised the debt was sold and it is still appearing on my credit report as a Kays account.

2. I have made many attempts and no one can seem to help me in getting this resolved and bring the account in good standing and get this deleted off my credit report.

3. This is having a negative impact on my ability to qualify for a home loan.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation