Consumer complaint received 2017-02-20
Company: ENCORE CAPITAL GROUP INC.
State: IL
Product: Debt collection
Sub-product: Credit card
Issue: Taking/threatening an illegal action
Sub-issue: Sued w/o proper notification of suit

Complaint:
I was notified on XXXX/XXXX/XXXX that I could settle a debt with MCM prior to claim going to the IL court system for decision. The instructions stated that I could set up a plan on a reduced schedule. I made numerous attempts to reach a reliable MCM rep, but each time I was dismissed and told to call back another time. On XXXX/XXXX/XXXX, I spoke to Rep # XXXX whose name I failed to record. She informed me that I needed to speak to an attorney/paralegal and to call back another time. On XXXX/XXXX/XXXX, I spoke to XXXX. She informed me that I needed to speak to an legal and to call back another time. On XXXX/XXXX/XXXX, I called MCM and left a voicemail. This message was never returned. On XXXX/XXXX/XXXX, I called MCM on 3 separate occasions. I spoke to XXXX, XXXX, and finally XXXX. All XXXX reps told me I needed to speak to legal and to call back another time. XXXX informed me that if had I called a few days earlier, his would have been able to assist me because the claim was going to court the following morning. I informed him that I had called on multiple occasions, and he claimed he only had record of my calls on XXXX and XXXX. This implies that MCM willfully omitted consumer records from their system and is an admission of MCM dismissing the voicemail I left on XXXX. XXXX was also deceptive about the location of the call center and acknowledged that representatives use false names to identify themselves to consumers. 
I filed a complaint with the BBB on XXXX/XXXX/XXXX ( ID XXXX ). I received a response from MCM 's legal department, XXXX XXXX, who claimed to only have records of my calls on XXXX. This is another example of MCM using deceptive tactics, as XXXX and the legal rep have provided contradictory information. XXXX XXXX stated that my claim was assigned directly to another rep, XXXX XXXX, and provided her direct line. Again, I have made multiple attempts to contact XXXX XXXX directly, leaving my last voicemail on XXXX/XXXX/XXXX at XXXX CT. I still have never heard back from her, nor any other MCM representative, outside of the BBB complaint. 

The only response I have ever received from MCM is through the complaint I filed with the BBB. They have responded directly to the BBB every single time ; however, they continue to dismiss my personal attempts to reach out directly to them. It 's now been over 2 months since I began making attempts to speak to a reliable representative of MCM. Why is the only response I 'm receiving from MCM in regards to my BBB complaint? That speaks volumes to the visibility they want to exhibit in front of government entities compared to the actual consumer experience they provide. 
Through their deceptive tactics, MCM has successfully taken my claim to court, despite my attempts to resolve it. MCM continues to put me at risk with my financial institution and employer, with the potential for wage garnishment and account freezes. MCM the potential to defame my position with my employer through contact. They have been deceptive by omitting entire telephone calls and conversations, as well as failing to direct me to the appropriate parties to close out the issue. Finally, they have been deceptive in their representation to their location and the names of their call center representatives. 

It is crucial their unethical business practices and failures be investigated to prevent similar issues with other consumers. I am actively XXXX, of which I spent a total of nearly 24 months in XXXX, so I have many debts to settle. I have spent so much time trying to settle these amounts with MCM, with no response, while other agencies have handled my accounts swiftly and with satisfactory customer service. Again, it speaks volumes to MCM 's character and deceptive practices, when the only way to receive a direct response is to file a complaint under the FDCPA.

Company response to consumer: Closed with explanation