Consumer complaint received 2022-02-11
Company: Upstart Holdings, Inc.
State: GA
Product: Debt collection
Sub-product: I do not know
Issue: Attempts to collect debt not owed
Sub-issue: Debt was result of identity theft

Complaint:
On XX/XX/XXXX I received a phone call from XXXX XXXX XXXX XXXX  on behalf of their current creditor XXXX XXXX XXXX, and original account Upstart, in reference to a credit card/loan ( I am still unsure what kind of debt ). The first representative ( who called ), XXXX  ID # XXXX, automatically demanded that I pay the debt and became very argumentative. I told her I was not familiar with the debt and requested they provide me with paperwork in reference to the debt. She refused to send any paperwork and would barely allow me to speak. I asked for a manager, which I spoke with XXXX  ID # XXXX, who actually listened and I advised I was not familiar with the debt. I did again asked for paperwork and she advised she would dispute the account, as I was telling them it was not my debt. She did state that they had my address as living in Indiana, which I advised further proved that the debt did not belong to me, as I have lived in GA  since XXXX. I also informed her I have had issues with my information being stolen in the past, which is why I currently pay for credit monitoring service and I have a fraud alert on my credit account, through XXXX. She never answered my request for documentation, but only provided me with their account number of XXXX. 

I thought the issue had been resolved, but Friday, XX/XX/XXXX, I received a letter from XXXX XXXX advising of the debt yet again. This surprised me as I thought everything had been resolved. On Monday, XX/XX/XXXX at XXXX XXXX., I called XXXX XXXX ( XXXX ) and initially spoke with XXXX XXXX, who again requested a payment and when I advised her that my information had been stolen, she transferred me to her manager. The manager did provide me with her name, but I was too slow to write down the name, when I asked for the name the manager refused to give me her name or ID number. Stating " I already gave you my name, I do not have to tell it to you again. '' This manager was very disrespectful and argumentative, to such a degree that she made snarky comments and sounds. I advised her she was being disrespectful and all she would say was " that is how you see it, but I do not think that I am. '' While I continued to request for her information, I also advised I would file a police report, in reference to my information being stolen. I asked if this would help them, which she refused to answer my question. I asked what else did I need to do to prove that the debt was not mine, which she stated " I don't know, do what you have to do. '' Baffled with this answer and her increase level of disrespect, I did commence to loose my patience but I was never disrespectful or raised my voice. Also, her increased level of disrespect occurred when I refused to advise or confirm who my employer is. 

As I was still talking, she heavily tried for me to hang up the phone and when I refused, as I was trying to understand the process and obtain answers to my questions, she transferred me back to XXXX XXXX. I asked why the XXXX had transferred me back, and XXXX XXXX stated she could not answer the question. I asked if the police report would help the, which she also stated that she was unsure. When I asked what I needed to do to prove that the debt was not mine, I was advised by XXXX XXXX " I truly believe the debt is not yours, but maybe you know who opened the account in your name. '' I advised her that I did not know who did such a things, which is why I was speaking to all of these representatives via phone. I asked for documentation of the debt to provide as part of my complaints and police report, which I was told they would not provide me with any paperwork, as they do not have to by law. I also asked for the managers information, but was told she would not provide me with that information, but that she only had XXXX XXXX and everyone would know who her XXXX was. 

Since speaking and obtaining no help from XXXX XXXX, I filed a police report with the jurisdiction I reside in, XXXX XXXX, Georgia. The case number is XXXX. I will be attaching the document to this complaint.

Company response to consumer: Closed with explanation