Consumer complaint received 2015-08-17
Company: Retrieval-Masters Creditors Bureau, Inc., Elmsford, NY Branch
State: DC
Product: Debt collection
Sub-product: Other (i.e. phone, health club, etc.)
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
There are two separate issues that are worthy of a complaint. First, XXXX fraudulently collects " processing fees '' for tolls. From XXXX on XXXX XXXX, 2014, I passed a series of tolls on a single highway in Texas totaling {$17.00}. XXXX charged a {$15.00} " processing fee '' for each toll, resulting in {$17.00} in tolls and {$90.00} for processing. I confirmed with Texas Tollways that fleet tolls are billed as a single transaction, so there is absolutely no way that XXXX had to address the toll more than once. 

I paid the {$100.00} in full and then disputed {$75.00} with XXXX XXXX. XXXX ruled in my favor, refunded me {$75.00}, and charged back {$75.00} to XXXX XXXX specifically XXXX XXXX XXXX XXXX. Without notifying me, XXXX sent the full {$100.00} plus a {$21.00} collections fee to the Retrieval Masters Creditors Bureau ( Collection Agency ) ( RMCB ). 

I filed a dispute with RCMB immediately XXXX XXXX XXXX XXXX. I followed up on XXXX XXXX, and XXXX had not yet responded to the dispute. 

I spoke with XXXX on XXXX XXXX, and they insisted that on XXXX XXXX, XXXX had pulled back the full {$100.00} ( confirmation number XXXX ). XXXX insisted that they only pulled back {$75.00}, so I sent the attached email and documentation to XXXX on XXXX XXXX. 

I heard nothing from XXXX ( despite a promise that they would address the issue within a week ) so on XXXX XXXX I logged into my XXXX account. I noticed that the full {$100.00} had been removed from my bill in increments, leaving a zero balance XXXX bill attached ). 

Upon calling XXXX I discovered that XXXX had in fact pulled back only {$75.00}, so their sending me to collections for {$100.00} ( and then giving me confirmation codes as proof ) was either done fraudulently or due to incompetence. 

XXXX also said that they had decided to opt me in to the " Plate Pass '' retroactively for {$68.00}, and that after giving me credit for what was n't charged back, I had a zero balance. They have only received {$32.00} from me, so this does not add up. I believe they are trying to cover their tracks and appease me so that I drop the case. 

I did a final follow up with RCMB and verified that the full amount was dismissed as a mistake - that I no longer have any amount in collections and that the case is closed. 

As a XXXX member with a security clearance, this has been a complete nightmare for me. In addition to having to report this to my security personnel, I now have to disclose this as a " financial responsibility '' issue from now on. It will now have to be reviewed to determine my suitability for access to special programs. I have attached a sample copy of the form I now have to complete, where I am now grouped with " garnished wages '' and " bankruptcy '' despite my XXXX credit score. 

To summarize, here is why I feel that CFPB should take action : -XXXX fraudulently charges processing fees without merit-XXXX does not respond to chargeback disputes and then sends bills to collections after losing a dispute-XXXX does not do due diligence to ensure they send the right amount to collections-Even if not reported to credit agencies, being sent to collections can have very negative consequences for a subset of consumers with special security situations

Company response to consumer: Closed with explanation