Consumer complaint received 2022-01-07
Company: ProCollect, Inc.
State: GA
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
Consumer 's Original Complaint : I sent an email to procollect offering a settlement. In return they sent me 3 letters on there company letterhead documents stating that if I pay 50 % of the balance for each account that they would delete off of my credit report. I paid all 3 accounts per the agreement on XXXX XXXX. As there agreement stated I had until XXXX XXXX and was instructed to use there payment portal, or mail, or call. I sent an email with the verification for all three payments from PCI Payment processor on there portal. It is now XX/XX/XXXX and they have not acknowledged payment or sent an email stating paid in full or mailed me a letter stating paid in full with a status of when I can expect the three accounts to drop off my credit report. Paid Agreement for Procollect Inc.Pay for Delete Account # XXXX $ XXXX # XXXX $ XXXX # XXXX. {$510.00} Consumer 's Desired Resolution : Correction to a credit report ; Mailed Document showing all 3 accounts paid in full and that the accounts will be deleted within 30days from all 3 credit bureaus XXXX  Processing BUSINESS RESPONSE : The consumer has a total of 3 outstanding accounts for XXXX XXXX XXXX Apartments. The first account balance is {$1100.00}, the second account balance is {$1000.00}, and the third account is {$1000.00}. The consumer was mailed a letter on each account to settle for 50 %. The consumer attempted to go online and pay her accounts and the payment was not processed. The consumer 's dispute was reported. If the consumer has proof her payments were processed from her account, she may provide proof via email XXXX or fax XXXX. As a solution the consumer may call the office at XXXX ext. XXXX XXXX XXXX to pay her bills. Thank you for your time and patience in this matter. 

Emails with proof have been emailed to Procollect since XX/XX/XXXX each day since payment was made. Also the three emails received saying payment was processed for each transaction was received via email three times. Please see attachments. These same attachments have been emailed to Procollect since XX/XX/XXXX with no response. None of the emails I send with the supporting documents are responded too. 
I have forwarded all the emails stating PCI processed payment on XX/XX/XXXX three times to both the XXXX and Procollect. I used the email address that was specified in this complaint to provide proof for all three payments as well as I sent over the numerous amounts of communication that was sent to Procollect in which if they replied to my emails they could and should have notified me of the status of my account. They are purposely avoiding email communication and honoring there agreement. 

Attached are the three email confirmations that PCI sent on XXXX XXXX that payments were processed. Also attached are the emails of me sending proof of Payments being processed to Procollect and asking for an update on my account.

Note that Procollect has a portal to collect payment.Note via there XX/XX/XXXX agreement the portal was a suggested means of processing payment by Procollect. Note that payments were made. Note that there would be no reason for me to call and speak to XXXX if I received three emailed confirmations. Note that no communication will be made via a phone call as this matter has escalated and needs written and documented proof for all conversations moving forward. Note that Procollect needs to honor the XXXX XXXX agreement as XXXX XXXX did make payment on XXXX XXXX and the deadline was XX/XX/XXXX. Note that additional payment will not be made because the XX/XX/XXXX terms are to be honored by Procollect unless If Procollect had an issue with payment processing on there Portal, Procollect needs to submit the same agreement via a company letterhead correspondence mailed via us postal mail with tracking to XXXX XXXX with a 30 day grace period to XXXX XXXX. This letter should communicate that each account is only due the 50 % balance and each account will be deleted off the credit reports from XXXX, XXXX and XXXX within 15 business days after a cashiers check is received by procollect. Note that procollect would need to further provide proof that the three payments made on XX/XX/XXXX were not processed and will not be processed as the Cashiers check would void those payments. 
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Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation