Consumer complaint received 2018-06-14
Company: Waypoint Resource Group, LLC
State: FL
Product: Debt collection
Sub-product: Other debt
Issue: Written notification about debt
Sub-issue: Didn't receive notice of right to dispute

Complaint:
On XX/XX/XXXX, my mortgage company had to pull credit for me to finalize the loan on our newly built home. To my surprise, there was a collection account from Waypoint on there. This had caused my score to drop over 50 points, as I've never had a collection account before in my life. 

On XX/XX/XXXX, I contacted Waypoint with the mortgage company on the phone with us. We started the call with XXXX who verified my personal information. Upon completing this process, she provided me with a phone number that didn't belong to me along with the previous address in which I had the service in question at. Upon verification, it was stated and admitted that they didn't mail the letter to the correct address nor did they make any calls to the wrong number that they had on file. My mailing address has always been my fathers address. We were told that they use Skip Trace/National Change of Address and that was the address that was provided to them from the US Postal Service. This alleged letter was sent by Waypoint on XX/XX/XXXX. At no point when I temporally moved into that apartment, nor after that time frame, had I ever filed anything with the post office. The only mail that I received at that address was my cable/internet, water and electricity. I never changed the address on my drivers license, bank accounts, credit cards or my cell phone ( copies of one of each provided with this complaint, more can be furnished upon request ). I had stated to XXXX that I had no knowledge of a debt, especially one as minuet as this one. I stated that had I known there was a debt owed, or received any notification ; I would have paid it immediately. All that XXXX could tell me is that the debt was for a portion of data and cable and that they had nothing else to explain what was owed. I stated that I had no idea that I owed any monies to XXXX, explained that I was never informed of any balance nor had I received any notifications that I owed money. Why wouldn't I pay a debt owed that was as small as {$29.00}. I said that I was willing to pay the debt as long as they could delete it from my credit report. I was told that they do not pay to delete and that their client would have to be the ones to direct them to do this. We were told that we can open an investigation, however that would report to the bureaus and per the loan guidelines, I can't have any dispute verbiage on my credit report. 

This is deceptive to me, because the credit solutions specialist from my mortgage company who was on the call with me, knows of a recent case that was handled poorly on Waypoint 's behalf and was deleted after trying to go through them directly and having to go this route through filing a complaint. 

XXXX was courteous enough to contact XXXX so that the four of us can be on the phone together. The first rep we spoke to was in the billing department. We spoke with XXXX. He wasn't able to provide us with a lot of information because of the status of the account. We were then transferred to an XXXX in their retention department, who confirmed some information ; but still couldn't provide detailed information. XXXX asked to be connected to level three support were we were transferred to XXXX. After being on the phone for over an hour, XXXX further confused the situation by going back and forth on dates that caused this to happen. She continually cut any of us off while we were asking questions and continued to throw dates and dollar amounts to try and add up to the alleged balance. Upon further explanation, my mortgage company rep asked her to please detail everything slowly in chronological order. She again continued to provide dates, months apart, with different dollar amounts. The mortgage rep stated that he was confused along with confirming that myself and XXXX ( who also agreed on a recorded line ), had no idea what she was talking about. He had asked to speak with someone in their executive customer service department to lodge a formal complaint. XXXX then transferred us to XXXX, who we later found out was not in the department we wanted to speak with. We were informed at the end of the conversation with XXXX that he was XXXX 's supervisor and that he could escalate the call to his supervisor. At this point we decided to end the call with XXXX and continue to speak with XXXX. 

This is a breakdown of what we gathered from the call and the information that we discussed by each agent, along with personalized statements of events. 

-The last payment made on the account was on XX/XX/XXXX in the amount of {$120.00}. We were told that payments are made in advance and that payment would've covered me through XX/XX/XXXX and that there was a XXXX balance on this account as of this point. ( Told to us by XXXX, XXXX and XXXX ) -Payments were supposedly on auto pay ( although I don't remember setting this up ). 
-I moved out of that apartment on XX/XX/XXXX. 
-XX/XX/XXXX, I called to cancel service. ( Only XXXX was able to provide this information ). I was XXXX weeks XXXX, moving back into my fathers house and overwhelmed with everything going on. I very easily could've forgotten to call in until then, however I don't remember it being that long. 
-XX/XX/XXXX the equipment was returned to a location. ( No rep could confirm that information, only assume that it was since the account was accessed at the time it was returned ). What I do remember was asking if there was any monies owed ( which could be why my account was accessed ) and was told there was not. 
-Another " automatic '' payment was auto processed on XX/XX/XXXX in the amount of {$110.00} which was rejected. We were told there were multiple attempts made to process this payment and the card kept declining. ( all four reps couldn't explain why if there was a rejected payment of {$110.00} ; why was that payment different from what was sent to collections ) XXXX stated that there was a balance from back in XXXX that was why the balance was so high, which is why we ended the call with him, as this was the first time anyone stated there was a balance after the XX/XX/XXXX payment. 
-XXXX and XXXX stated that the service was disconnected on XX/XX/XXXX. 
-XXXX stated that there were two collection notices sent ; the first was on XX/XX/XXXX ( three days after the alleged multiple rejected payments, and also a Saturday )  and again on XXXX ( six days after the supposed first letter ). Both letters were sent to the service address, which they knew I didn't live at anymore as that's what I informed them was the reason I was cancelling service. 

Throughout all this, I've maintained the same phone number that was tied to the account, and they had my email address as well. If a small balance of {$29.00} was owed, they had my cellphone number to call and my email to let me know. 

When we ended the call, XXXX from Waypoint agreed that she was just as confused as all of us. I need to get this home. Even though I don't believe that there is any balance owed, I was willing to pay the debt for them to delete it. We asked to speak to a supervisor. We were connected to XXXX XXXX, at which point my call was dropped. My mortgage rep spoke with her and was informed that they can not delete unless it was an error on their behalf and that even though all three of us couldn't understand how the debt was owed, since XXXX is stating that there is a balance, Waypoint couldn't delete it. He asked XXXX to please listen to the call and please reconsider as the only option that she provided wouldn't assist me in the time-frame needed. 

I feel this is a total UDAAP violation for the following reasons : It is unfair that they even confirmed that they sent the only letter to me to a wrong address. Furthermore, XXXX 's collection attempts we're non-existant and based on dates provided on the recorded line, unrealistic. It is also unfair that with being on the phone for over two hours nobody could clearly explain the debt amount.

Its deceptive because the mortgage rep knows of a previous client with a similar situation in which Waypoint deleted the debt. If the phone call is listened to, my mortgage rep asked XXXX of the gentleman that handled a previous complaint still works for them and if he's the same level as XXXX. Its also deceptive, because there had been no apparent legitimate attempts to collect on this account, other then three alleged mailings to a wrong address.

Its abusive because I now don't qualify for a conventional mortgage, as this dropped my credit score over 50 points. I am in jeopardy of loosing my deposit on my home that is just about finished being build. If I were to go FHA, I would need to come up with an additional XXXX, which I don't have. It will also not be as favorable as a rate and I will have to pay more in PMI.

Company response to consumer: Closed with explanation