Consumer complaint received 2017-01-15
Company: American Capital Enterprises, Inc.
State: CA
Product: Debt collection
Sub-product: Other (i.e. phone, health club, etc.)
Issue: Communication tactics
Sub-issue: Used obscene/profane/abusive language

Complaint:
I received a notice of an outstanding debt I forgot to pay when I moved in XX/XX/XXXX. I immediately called American Capital. The number was not in service. I called again on XX/XX/XXXX a weekday and it worked. I spoke to XXXX, the person on the notice, and requested he investigate the debt as I thought it was paid. He said he would do so and call me back. On XX/XX/XXXX I called again and left a message for XXXX as I had not heard from him. I called again on XX/XX/XXXX and left another message for XXXX. Between XX/XX/XXXXXX/XX/XXXX, I received at least 3 phone messages from someone named XXXX saying he was returning my call. I never called someone named XXXX. After the 3rd or 4th such message, I called back, asked the secretary if she could tell me why this person was calling me, she refused to do so despite multiple queries, she refused to tell me what their company did and put me on hold. XXXX answered the phone and immediately began YELLING at me about how I was making him look bad by lying about the number of times I left messages for him, demanding I send him copies of my cell phone bills, and telling me I should n't lie and make him look bad. I asked him to stop yelling and he responded, " This is n't yelling, lady. You 'll know when I 'm yelling at you. '' I continued for at least 3 minutes attempting to get him to tell me who he was, why he was calling, what he wanted, etc. He finally told me he was calling about " a personal matter ''. At no point in time did he tell me he was calling about a debt or was from the collection agency. He proceeded to lecture me for 2 minutes on how I should n't cause him so much trouble at work ( while still yelling ), how awful I was treating him on the phone ( when I could n't even get in a word edge wise ). I finally asked if he was calling about the debt owed to the City of XXXX and he patronizingly said, " Why, yes, XXXX, why on earth would I be wasting my time on you? '' I explained that in my line of work I made many phone calls and left messages for people so having that information at the start of the conversation would have been helpful so I knew who he was and what he was calling about. Keep in mind that AT NO POINT had I ever left a message for this person, only for XXXX. At no point did XXXX ever state he was calling on behalf of XXXX or a collections agency. He only said American Capital which, without the notice in front of me, I had no idea what that was- it could have been a solicitor for all I knew.I asked him how I could pay the debt. He told me the amount. I asked him again how I could pay the debt and he said by check or by phone. I said fine, I would pay it by credit card via phone. He said he was going to transfer me to someone else. When I asked for clarification on who that would be, he sighed condescendingly and began lecturing me as if I was a naughty two year old. I hung up. I still do n't know if this person even works for the debt collection company. All I know is it was a humiliating, unnecessary situation. I have yet to be provided with anything verifying the debt itself despite my request, just a letter from American Capital saying I owe the debt. I have never been treated so poorly or rudely, much less been yelled at from the start of and throughout a phone call. XXXX never told me I could pay online ( which I did ). I was shaking when I got off the phone. I tried to reason with him, tried being polite, never raised my voice once, yet he was belligerent, condescending and abusive. He should be fired and this company should be put out of business. XXXX was perfectly nice and helpful when I spoke to him. I still have no idea why this XXXX person called me or what happened to my messages to XXXX. That was never explained. Instead, I was verbally abused with the implication being I was a stupid woman.

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