Consumer complaint received 2022-04-09
Company: PORTFOLIO RECOVERY ASSOCIATES INC
State: MA
Product: Debt collection
Sub-product: Credit card debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
I am trying to PAY this collection company, Portfolio Recovery Services ( PRA ) and they are preventing me from doing so. They removed my accounts from online pay access and have an amount owed that changes daily and keeps inflating, despite their verbal and written commitment to a specific amount.

They also refuse to provide any information about the debt in writing, only responding to my emails with " we are not permitted to assist you with your request '' and that I may " mail my concerns. '' I first contacted PRA in XXXX to discuss a letter I had received in the mail regarding collection attempts stating that a debt was owed to them. 

It is difficult to explain the timeline of events, as they have accounts and amounts that change daily, and they intentionally add complexity, manipulation, and misinformation to a situation that should be straightforward and quickly resolved. 

It is so bizarre and unnecessary. Due to the complexity, I am presenting the information in screenshots to better explain various, but key pieces of our interactions and I am happy to provide further clarification wherever needed. This explanation is also provided in the Word document attached, so that the screenshots can be incorporated into the narrative.

The first issue : PRA inflates the amounts and refuses to acknowledge the actual settlement offered. ( Further information about this interaction is below this screenshot ) This screenshot is of a live chat conversation I was having with a PRA representative. ( XXXX ID : XXXX ) My accounts page is opened in the background of our chat. As you can see, the settlement amount offered on the account is {$1400.00}. Yet, in our LIVE chat conversation, the amount offered to me is {$2200.00}. I responded with saying that the amount on the screen, as we speak, is only {$1400.00}. Unfortunately, I do not have the rest of this chat conversation ( Other chat conversations have been copied and pasted ) because this representative abruptly abandoned the chat shortly after the moment you see captured above and the whole chat conversation disappeared when they left. Following what you can see in the screenshot, she reaffirmed that the amount of {$2200.00} was the lowest they could accept and said I was refusing to pay it. I told her it was unethical collection practice and asked for the name of the office manager. That is when they left the chat.

I then rejoined a chat session and got connected with a new PRA representative XXXX XXXX ID : XXXX. ) I explained that I was just speaking with an agent and got disconnected and requested a copy of our chat conversation that had contained several unethical references. I took a quick screenshot with that representative ( See below ) and that person also just abruptly left the chat conversation. I tried to rejoin the chat a third time but was blocked from being able to access it. 




I logged out of my PRA accounts page so that I could connect to the chat and connected with a third agent ( XXXX ID : XXXX ) This time I recorded my entire screen so that whatever happened could be captured. The video is 21 minutes long. I have taken some screenshots from the video ( the whole file is too large to send but I can try to compress it if the full exchange is needed. ) So, this is where they are twisting what I am saying and not addressing my concern. He offers me settlement amounts that are higher than they just were YESTERDAY. As you can see, I wrote For the account ending in XXXX, the original amount was {$440.00}. He responds with I understand you do not wish to accept the offer. Please now confirm you wish to dispute this account. 




He tells me that PRA records to not confirm that information and that a dispute would be entered. Now, why would they do that when I didnt say anything about a dispute? I told him I had a screenshot of the {$440.00} that I could send. Please see the screenshot of the amount that was then emailed to PRA.

Before I sent this screenshot and had this chat conversation, I had inquired about it by email too.

Please see the pattern of the amount changing only after I reach out to them as outlined below.

EMAIL SENT TO PRA ON XX/XX/2022 Hello, Good afternoon. I'm following up on the emails I wrote on XX/XX/XXXX and XX/XX/XXXX, as I still haven't received a reply. I have also contacted your agency by chat to see if I could receive a reply to my emails to discuss a settlement amount and requested that it be forwarded to management to help. Nobody responded. Since my first inquiry, the amount of the settlement keeps rising, even though I have made initial contact, and nobody is getting back to me. 


To start, I called in XXXX about a letter I received from XXXX XXXX. The phone does not connect when I call your agency. It connects to a recording but then no one comes to the phone, and it is dead air. I have recorded the calls to show this and can send it to you. 


Next, I tried email but did not receive a reply. I used chat to bring attention to my emails and ask that it be forwarded to management and that still hasn't received a reply. 


Today, I called XXXX XXXX with the hope that maybe they can help me. Unfortunately, they said they represent your agency and could not help me. They also stated the settlement offer expired XX/XX/XXXX and they would have to contact you to see if can be accepted. The settlement offer on that account was {$410.00}. Today is XX/XX/XXXX, only about a week later, and the number has changed to over {$800.00} -- even though I have been trying to reach your agency since XXXX to discuss this? 


One of the other accounts listed on your website had a settlement balance of {$440.00} in XXXX. I wrote to you ( since the phone isn't going through ) and then the next day the amount had increased to {$560.00}. I wrote again, and sent a chat, that the amount is higher? To please contact me about it. ( I have saved all of the chat sessions if you would like to reference them. ) Below are the settlement amounts that are changing daily all while no one responds to me. On XX/XX/XXXX - {$440.00} XX/XX/XXXX - {$560.00} XX/XX/XXXX - {$440.00} XX/XX/XXXX - {$620.00} XX/XX/XXXX, it was {$440.00} again. I just called again now and the phone still does not connect. I looked online and the amount is now {$620.00}. Why does it fluctuate day-to-day? Why do you not respond to someone that is actively trying to reach your agency to work on this? 

I would like to pay the amounts originally offered on this since I have been trying to reach you regarding them the entire time. 

Account # 1 - {$410.00} Account # 2 {$440.00} Account # 3 The amount listed is {$1400.00} - can this be any less? I do not have this much.

Would you please just correct the amounts on these accounts so I can pay them with what I have and please stop adding more and more to it every day since I am trying to reach you to talk about it on the days where the balance is the lowest. 

Thank you, XXXX XXXX XXXX, here is the email that I sent along with the screenshots of the {$440.00} and the concerning chat conversation where the representative was dismissive and trying to take more money than was even showing on the screen. 

EMAIL TO PRA XX/XX/2022 XXXX PM EST Hello, I am writing to you because I have been trying to reach your agency since XXXX to pay accounts and am not receiving any help from anyone. Today I spoke to a chat representative who offered me settlement amounts of far more than what is literally on the website screen before me. That representative abruptly left the chat when I mentioned that this was unethical collection practices, and I requested the name of the manager.

I rejoined a chat session and was connected with a new agent. I asked them if I could have a copy of my previous chat conversation with the other representative. That second representative also just abandoned the chat too and then the Live Chat feature could not be reopened while logged into my account. I logged out of my account to access the chat feature and connected to another. They too offered me higher settlement amounts than were only there yesterday. 

He said that the records did not reflect the amount of {$440.00} I told him was there just yesterday and said that I didn't " accept the offer '' and a " dispute would be entered. '' Now, why would you enter a dispute instead of taking a payment from someone for the amount you originally offered? I've attached a screenshot of the amount that was originally presented to me. An amount that I called, emailed, and chatted about numerous times since XX/XX/XXXX. 

Also attached is a screenshot of the representative today telling me the lowest settlement amount she could offer me was {$2200.00}, even though I was looking at an offer off {$1400.00} at that very moment. 

I am not sure why it is so difficult to try to get someone to communicate with me in an honest, ethical, and professional manner. Below is a copy of the email I sent before my three chat conversations today. ( The first 2 representatives left the chat abruptly. ) I would appreciate some genuine help in getting this resolved.

Thank you.

Instead of addressing any of it, they removed the accounts from me being able to see them online anymore.

Here is their response : I have located your PRA account ending in XXXX, XXXX, XXXX and XXXX. With regards to your initial request, your accounts are currently not eligible to view or pay online and are currently being handled by PRA 's Disputes Department. For any further questions or assistance, please contact PRA 's Disputes department at : XXXX. 
Thank you, XXXX ID : XXXX '' Following this reply, that did not answer my questions and removed my access to the accounts ( why? ) I called and asked to speak to a manager. This entire conversation was recorded. During this call, I paid the {$1400.00}. They tried to get me to just pay it without having anything in writing and I said I only wanted to pay it online so I would have a record of it. After a lot of push and pull, they agreed to send me the letter saying it would be considered as paid in full, so I made the payment over the phone. We also discussed the two other accounts, and I the amount of {$440.00}. They said they received the screenshot, would have to upload it to their system and then I would be able to pay ONLY {$440.00} and they would make the account accessible online to me again. THIS IS RECORDED.

After I got off the phone with the PRA representative, I responded to the email from XXXX ( above ) so that in addition to having the verbal recording, I would also have something in writing. Please see my email response below : EMAIL TO PRA Thu XX/XX/2022 XXXX PM Dear XXXX, I would like to reiterate that the responses I have been receiving from PRA are unethical and unprofessional, as again noted in your reply of brevity and dismissiveness. I clearly outlined my concerns in the letter below with the hopes that a representative would address them. Instead, my inquiry was not even acknowledged, and my accounts were removed from online access? Why would you remove the access of the account to someone that is trying to pay it? Why would you not address any of the clear concerns outlined? 


Once again, I was just ignored instead of responded to. Your website states that " fair and respectful treatment of its customers '' but my experience thus far has proven otherwise. Trying to take double from an amount offered yesterday, and from another account just a week ago feels like bullying and taking advantage of those in a hardship situation. It's wrong on many levels. 

I called the number you provided in your email below and made a payment over the phone in the amount of {$1400.00}, and per the representative, this account is now paid in full. ( This was done on a recorded phone call, on your end, and on mine. ) I was advised to call back tomorrow to pay the amount of {$440.00} on the other account, and that too will then be paid in full. This has been the absolute, most difficult, and stressful interaction I've ever had with ANY agency, EVER. 

On XX/XX/XXXX, the account was still not available online, but I still want to pay it and have this nightmare over with. So I received a reply letting me know that even though the account is not online if they send me a letter ( as they did with the {$1400.00} account ) so I have something in writing that I would pay it. My email on this is below : -Original Message -- From : XXXX Date : XX/XX/2022 XXXX PM To : XXXX Subject : Re : TRYING TO SETTLE ACCOUNTS- PLEASE ASSIST -- -- - Sensitive Message! -- -- - Sensitive Message! [ # XXXX ] Good afternoon, As discussed in my phone conversation yesterday with your agency, since I access to my account online was removed ( unnecessary and only adding to the ongoing difficulty of simply trying to make payments ) I will only pay the other account once I receive a letter stating the amount will satisfy the account and it will be considered paid in full. As a reminder, the amount is to be in the amount of {$440.00}. 

If the person reading this letter is not able to respond in an appropriate manner, please forward it to a manager or decision-maker that CAN respond and provide the letter promised. I was advised that I would be able to receive this in writing and do not want to be run around any longer. Thank you. 

Regards, XXXX XXXX They wrote back, letting me know that XXXX was now considered paid in full, that XXXX is being handled by their disputes department [ more on this account will be below ] and that XXXX can now be accessed online. 
FINALLY, right? No. 

When I logged into the account, the amount was still not listed as {$440.00} ( as agreed upon in the recorded conversation with the manager and as show in the screenshot of what was due on my account ) but instead it was {$560.00}. I mean, at this point, the back and forth and the changing of the figuresits all so intentional and stressful. I sent another email about it, saying I just want to PAY it, just please fix the amount to the amount your agency agreed to and I will PAY IT. My email to them is below : -- Original Message -- From : XXXX Date : XX/XX/2022 XXXX PM To : XXXX Subject : Re : TRYING TO SETTLE ACCOUNTS- PLEASE ASSIST -- -- - Sensitive Message! -- -- - Sensitive Message! -- -- - Sensitive Message! [ # XXXX ] Dear PRA Customer Care, Initially when reading this PRA email response, I was pleased that things were finally coming along and my account could once again be accessed online so I could finally pay it and be done with it. 

Instead, when I logged onto the account to pay the account ending in XXXX, the " savings '' amount is still incorrectly listed as {$560.00}. As mentioned in every email I've written, every chat I've engaged in and the phone call I had yesterday, this amount is to be no greater than {$440.00}, as originally presented to me. 

I am not going chat with a representative again about " concerns. '' The chat representatives have already proven that they are unable to assist me in a professional manner and if they don't abandon the chat conversation we're having, they can only refer me to call your office anyway. 

So, to simplify this each of us, please correct the amount for the account ending in XXXX as confirmed on my RECORDED PHONE CALL with the PRA representative, as well as the SCREEN SHOT FROM YOUR WEBSITE that I emailed to PRA, that shows the amount of {$440.00}. Once the amount is corrected, I will pay it. 

With regards to the account ending in XXXX, please tell me WHY this account is removed from the website now, and WHY it is in the " disputes '' department. I am not going to call AGAIN. You should be able to tell me why this is happening and should be able to tell me the status of my account IN WRITING.

As mentioned on the five previous emails, I have been attempting to PAY these accounts since XX/XX/XXXX. It is bullying and unethical to continue to make someone jump through hoops like this to accomplish this. This all could have been resolved in XXXX. 

Again, if you are the reader of the email and do not have the authority to rectify this situation based on the amounts already presented to me and the confirmations VERBALLY already provided by YOUR agency, then please forward it to a manager or executive than CAN fix it.

I will not call or chat again as my MULTIPLE attempts to do that already have been met with animosity and inflated figures. I will advise the Massachusetts Attorney General of this situation if this can not be handled properly and in a timely fashion.

As a reminder, I am attempting to PAY these remaining two accounts and do not wish for any more unnecessary obstacles. 

Thank you, XXXX XXXX They wrote back to this email saying we are not permitted to assist you with your concerns and that I could MAIL my concerns. How are they not permitted to assist me? Why is the only next option for me having to send old-fashioned mail? They are intentionally making this as difficult as possibleand I cant even imagine why. This debt has been sitting dormant for YEARS. I am trying to PAY it. In additional to saying they arent permitted to assist me and I have to mail my concerns, they then inflated the amount due to {$990.00}. ( screenshot below ) T hus, I do not wish to communicate with them any longer. They are only playing games and being manipulative and intentionally misleading. I have it in writing. I have it verbally recorded. I have emailed and chatted and made multiple attempts to pay this account since XXXX. I was in tears when I saw the {$990.00} amount. They KNOW they offered me {$440.00} and said I could pay it the next day. THEY ARE MAKING IMPOSSIBLE. Its sadistic! 



In addition to the trouble with this account, they are also refusing to assist me with an account ending in XXXX. There are to parties involved in the collection of this debt and neither will hold responsibility of it. I have a letter from XXXX XXXX offering a settlement amount of {$410.00}. When I called to pay it, they told me that had expired and it was now over {$850.00} that was due. ( I cant recall the exact amount, and this happened over the phone. ) I asked to pay the amount on the letter, and they said they could not authorize that because the account was still owned by Portfolio Recovery Associates. Yet, when I speak to Portfolio about it, they say they cant do anything about it because its with their legal department. So neither party can authorize the {$410.00} ( that is ALSO IN WRITING ) and nobody can talk to me about it. I want to pay this account too and again, they are making it impossible to do so.

Im not sure how I can send you all of this information as some of the file sizes are quite large but I could set up a link and try to upload it all. You can see the video of the chat, and I have the recorded phone call ( over 43 minutes, it says it is too large to attach ) as well as copy & pastes of live chat conversations, all emails sent and received and multiple screenshots from the PRA website.

Please let me know what other information I can send you. Im bewildered that they behave this way even when someone is trying to pay. I thought they were just notorious for unethical collection processesto think that they are unethical in receiving collection amounts too is beyond any logical understanding. I hope you can assist and its unfortunate they cause more work and stress instead of just handling things in a professional way.

Company response to consumer: Closed with explanation